SOLID RED

Access Hub behaviour | LEDs stay solid red during opening with App or Card

Interpretation | Access Hub software is malfunctioning. Device needs restart

Solution |

1. Unscrew the the front case and push the “restart” button (the first 1st button from bottom on the left side). Gateway software will restart , which can take up to 1 minute.
2. If doing step 1 did not help, please contact support@sensorberg.com for remote restart and software re-configuration

FLASH RED

Access Hub behaviour | LED flashes from red to white during opening with App or Card

Interpretation | Door opens. Access Hub is working properly. If the door stays locked it is a hardware problem with the door opener or lock.

Solution | If door stays locked: Check door opener/lock or the cabling to the Access Hub. Exchange if necessary.

BLINK RED

Access Hub behaviour | LEDs blink red during opening with App or Card.

Interpretation | User doesn’t have permission to open the door.

Solution | Space Manager to adjust access rights for the user (if applicable).

BLINK RED AND PURPLE

Access Hub behaviour | Solid red LEDs are interrupted by frequent purple blinking on a door.

Interpretation | Some issues on the Access Hub or software misconfiguration.

Solution | Contact Sensorberg to check the software/hardware setup of the device. If the unit is configured to be used with NFC it might be that the extension hardware (NFC reader) cannot be found or backend configuration is wrong (NFC reader is installed, but Access Hub is not set up for it).

RED WITH A GREEN DOT IN THE MIDDLE

Access Hub behaviour | LEDs are Red with small Green LED in middle. Doors do not open.

Interpretation | Bluetooth chips are not flashed.

Solution | Contact support@sensorberg.com to update the software remotely.

PURPLE Lights

BLINKING PURPLE

Access Hub behaviour | Access Hub is frequently blinking purple

Interpretation | Access Hub cannot connect to the Sensorberg server

Solution

1. Go to https://YOURCOMPANYNAME.sensorberg.com/
2. Log in with an “Owner” (role) account
3. Navigate to the “Sensorberg gateways” menu item under “Connectors”
4. Search for the Access Hub name that is blinking purple
5. Check its status in the “Active?” column.

Active = Yes → The Access Hub is properly connected to the internet. Contact Sensorberg to reconfigure the software on the device remotely

Inactive = No → The Access Hub has no internet connection. First check with your network admin if internet connection and network infrastructure is alright. If internet is ok, talk to your electrician to check the cable connection and wiring.

SOLID GREEN

This is either a/ an unoccupied bookable room or b/ a touch-button activated passage door.

Note: this colour has different meanings, depending on the type of door/room.

SWITCH FROM SOLID GREEN TO SOLID RED

Access Hub behaviour | LED switches from solid green to solid red; no interaction with app or card has happened

Interpretation | Room has been booked by some user

Solution | No problem. Access Hub works as expected.

SOLID GREEN WITH PURPLE BLINK

Access Hub behaviour | Solid green LEDs are interrupted by frequent purple blinking on a door.

Interpretation | Some issues on the Access Hub or software misconfiguration

Solution | Contact Sensorberg to check the software/hardware setup of the device. If the unit is configured to be used with NFC or touch button it might be that the extension hardware (NFC reader OR touch button) cannot be found or backend configuration is wrong.

SOLID WHITE

Access Hub behaviour | No interaction with app or card, but Access Hub LEDs stay solid white and the door is locked.

Interpretation | Touch button got stuck in opening mode OR the Access Hub LEDs got stuck, but that the door is still locked.

Solution

1. Unscrew the security screw from the bottom of the Access Hub case
2. Remove the front case to expose the Access Hub motherboard
3. Look for a group of two buttons next to each other on the edge of the motherboard (middle left side)
4. Push the the first upper button to trigger an Access Hub software restart. This process can take up to 1 minute.

Hint: Depending on the year when your Sensorberg solution was installed installed these buttons are either blue (installation after mid 2018) or white (installation 2017 and early 2018).

In every case: Inform Sensorberg about the incident.

SOLID WHITE WITH BEEP

Access Hub behaviour | LEDs solid white plus repeatedly making beep noises.

Interpretation | Touch sensor is loose.

Solution | Inform Sensorberg about the incident, technician will need to come on site and repair it.

SOLID BLUE

Access Hub behaviour | LEDs are solid dark blue.

Interpretation | Software wasn’t installed properly on the Gateway.

Solution | Contact Sensorberg, we will need to do a maintenance in the Access Hub.

LIGHTS ARE OFF

Access Hub behaviour | No LEDs active on the Access Hub.

Interpretation | Access Hub has no power.

Solution

1. Check if the network cable on the back of the Access Hub is plugged in correctly.
2. Check with your network administrator that there are no network problems in your building or area
3. Plug in a laptop on the network cable in the wall, turn off Wifi on that laptop and check if an internet connection can be established
4. → if yes: Hand in the motherboard of the Access Hub to Sensorberg and ask for a replacement at support@sensorberg.com (don’t forget to tell us the ID of the affected hardware device)
5. → if no: Check internet connection (network administrator) and cable (your house electrician) to rule out any infrastructure errors, before you reach out to Sensorberg