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Désolé, la section FAQ disponible en Anglais seulement.

1. My access door or turnstile stopped working. How do I get it working again?

If your access device has stopped working, these simple steps may help resolve the problem. If not, please contact Passport Technologies support and we'll take the time to make it right.

  • Check all wiring. Access points are high traffic areas and wires can sometimes become loose over time. Take the time to look at each visible connection: from the SICM to the access device (door lock, turnstile, gate, etc.); from the SICM to the reader; and most importantly, verify that all power cables are properly connected and the network connection is made and active on the router.
  • Check the network connection. Once the wiring has been verified, make sure the SICM is connected to the network as this is the most important connection for system operation, even if you have the Local Database option. For more information, please refer to Questions 9 and 10.
  • Check SICM Indicator lights. Once the wiring and network connectivity have been verified, confirm that the 5VDC power supply RED indicator light on the front of the SICM is on. If the 12VDC power supply (plug-in connector below the main cable grommet) is being used for door lock power or another device, confirm that 12 volt RED light is on as well. If all wiring has been verified and the 5VDC light is not on, please contact Passport Technologies support. The GREEN indicator between the two RED lights tells us if the output is working. If the two RED lights are on, scan a valid card or fob and make sure the GREEN light turns on at the same time if only for a few seconds. If this works, chances are the problem lies with the access device or its wiring.

2. What is the TWEDGE?

 The TWedge is a simple software package that may be installed with some systems to ensure communication between the main access point reader and the Registration PC, which must be a Windows PC. It does not apply to systems in MAC environments. The Passport Technologies TWedge is named PPTwedge and is saved to the desktop or the Startup folder of the Windows Start Menu in Programs. When running, it typically resides in the bottom right hand tray of the PC desktop taskbar and may be hidden behind the arrow within the row of icons.

  • The PPTWedge is used strictly for the client registration process and for operating the software check-in screen in real time. It has absolutely nothing to do with access device (door, turnstile, gate, etc.) functionality.
  • When scanned to the reader, the PPTWedge will transfer ID data wherever the cursor is placed in any text based program such as MS Word or Excel. As such, it is critical to keep the check-in screen front and center at all times when using the PPTwedge with the cursor placed in the appropriate field.
  • Do not use the original version of the TWedge in the Program as it is not configured for your system, and do not start multiple TWedges for the same device at the same time as this may cause the wedge to stop working.
  • The PPTwedge is configured to work with the serial port connected between the SICM and the PC. Most PCs use what is called a USB to serial converter cable (supplied with your system) for this purpose. Please note that if you change the USB port used by this converter, you may affect the operation of the PPTWedge.
  • You can disable the PPTwedge at any time by right-clicking on the green icon and selecting to stop the operation of the wedge. The icon will turn blue. When the icon is blue, the ID data will NOT appear in other text based programs while the software check-in screen is not being used. You can then right-click on the blue icon to enable PPTWedge operation again.

3. My access management system seems to be working but why can’t I register new clients in my membership management software using the main access point reader?

If your access management system is working but you are unable to register new clients in the software on a Windows PC machine using the main access reader, chances are the PPTwedge (see Question 2 above) has been removed or has stopped working. If you are using a MAC, please refer to Question 5 to find the Passport SICM check-in screen on the network.

  • This usually occurs when the registration PC is changed or the PPTwedge program has been modified for various technical reasons or the USB converter used to communicate with the SICM has changed ports.
  • The PPTwedge icon is located to the bottom right on the desktop taskbar next to the keyboard icon or hidden by the arrow and must be green at all times.
  • If the icon is red, please verify the USB to serial converter is still in its original location and plugged in securely and that only one TWedge is being used for the same device. Please contact Passport Technologies support for further instructions if the icon does not turn green again.
  • If the icon is missing, you can restart the PPTwedge by clicking on the original icon that may be on the desktop or the Startup folder in the Start Menu Programs folder. If you cannot find the original PPTwedge icon, please contact Passport Technologies support. Charges will apply if the TWedge needs to be re-installed on another computer.

4. I just received my Passport Technologies system, where should my installer install the devices?

Equipment location can be key to system functionality and usability; installers should always refer to the SICM installation manual received with your system.

  • The SICM should be located as close as possible to the main computer used for check-in and ID registration. It is not recommended that the SICM be placed in a hidden location, such as inside a wall or above the ceiling.
  • If the same computer is not being used for both check-in and registration purposes and/or a secondary USB desktop reader is used for card/keyfob registration, the secondary reader should be located close to the main registration computer while the SICM should be located close to the main check-in computer.
  • If the SICM is not connected to any PC, it can be located near the router to avoid long network cable runs.
  • The SICM is a network/internet based device and must be connected directly to the network router via network cable (CAT5) at all times. The SICM will not operate via wireless connection or direct-to-modem connection.
  • The main access point reader is connected to the SICM with the cable provided. If the cable needs to be extended, please contact Passport Technologies support for proper cable selection.
  • The main access point reader should be mounted as close as possible to the door on either a wall or window depending on the type of reader. If you are unsure where your reader should be installed, please consult the installation manual or call Passport Technologies Support.

5. How do I find the SICM on the network?

The SICM is a network/internet based device and as such must be connected to the network via router only, and not a modem. In order to ensure the SICM is properly connected to the network, there are several tools available depending on the computer you are using. When remote online support is required, as well as to complete the initial installation and configuration of the SICM, Passport Technologies technicians require the IP address of the SICM. Here are a few suggestions on how to find the SICM IP Address on your network but, depending on configuration of your network, these instructions may not apply to your specific computer.

Windows PC offers several tools to find the SICM IP address on your network:

  • From the Start Up menu, go to the Accessories folder in the All Programs list and open the Command Prompt program. Type in the following command: “ping sicm” and press Enter on your keyboard. If the SICM is found on your network, the IP address will appear in the ping response message.
  • If you can access your router through the network, you can review the list of devices on your network to find the SICM and its associated IP address.

MAC computers and the MAC App Store offer basic tools on the internet to access your network information.

  • Open Terminal from within the Applications/Utilities folder, or just type Terminal into Spotlight (CMD + SPACEBAR) and click on the icon when it’s found. Once Terminal is open, type “and hit Enter. If the SICM is found on your network, the IP address will appear in the ping response message.
  • There are also several free applications available on the internet that can help identify devices on your MAC network. Visit the Mac App Store for more information.

 6. My installer completed the installation of my Passport Technologies system, how do I configure the SICM for my business?

Once your installer has completed the physical installation and tested the system for functionality as per the installation guide, it’s time to contact the Passport Technologies support team to properly configure and launch your system. This is a very short online process and you will be registering new clients and managing access for existing ones in less than 15 minutes. The technician will require remote access to your network through your computer using a program called teamviewer.com, which can be downloaded from the Support and Tools page on the Passport Technologies website: http://www.passporttechnologies.com/support-and-tools.html .

7. I’m running low on keyfobs, where do I order more?

Passport Technologies has a complete range of client ID solutions for all applications and businesses. And all our products may be customized with your logo or other image. Contact admin@passporttechnologies.com or toll free at (855) 727-7832 Extension 704 to order more or to make an impression on your membership with custom-branded cards or keyfobs.

8. How do I register new client cards or keyfobs?

The Passport Technologies system is designed to facilitate access management for businesses as well as their members. Simply present the new client ID device to the registration reader and enter the client information in your membership management platform. If you have a single-reader installation and are having trouble with new client registration, please refer to Question 3 above.

 9. My system seems to be working but is not recognizing new members and I have the Local Database option. What should I do?

This situation may occur if power or Internet connectivity is lost for a time, even if you have the Local Database option, when the SICM boots up quicker than the Network Router and fails to get a response when it initially searches for its network IP Address. It is typically noticed when the SICM is no longer on the network. Please refer to Question 5 to see if your SICM is on the network.

  • In order to reconnect with the network: Simply unplug the 5VDC power supply to the SICM from the 120VAC power outlet. This is the pre-wired cable that passes through the black wire grommet on the back of the SICM, and NOT the 12VDC plug-in power supply located just below it; wait a few seconds and then reapply power to the unit and wait 5 minutes for the SICM to obtain its network connection and IP Address. If this fails to resolve the issue, please contact Passport Technologies support.

NOTE: Like many integrated smart-hardware devices, cycling power to the SICM can be helpful in resolving certain issues and will not damage the unit if done properly. However, frequent power cycling of the SICM may reduce the lifecycle of the device.

10. What is the Local Database Option?

If you have an unstable Internet connection with occasional service interruptions, we recommend installing the Local Database Option. This added-cost feature, which may be installed in the field via Internet, downloads and stores the latest member database from your membership management application twice per day and enables the system to maintain functionality during temporary loss of the internet connection.

  • This feature also confirms access very quickly and consistently compared to internet access management only.
  • Please contact Passport Technologies Support for more information or to order the option. Additional fees apply.

11. Do I need a PC to operate the Passport Technologies system? 

Once the initial installation and configuration of your system has been completed, the SICM does NOT require connection to a PC in order to manage facilities access. All that is required is connection to the Network via Router (NOT direct-to-modem). There are certain applications where connection to PC may be required. Please refer to Question 4 for more information.

12. Can I reuse/reprogram the Passport Technologies cards or keyfobs returned when a client's membership ends? 

Yes. All our cards and keyfobs may be reused/reprogrammed for subsequent members as many times as you like. To transfer the card or keyfob ID number from one client to another, you must first erase the old client's ID number field and replace it with a fictitious ID number, such as 12345 for instance. The same fictitious ID cannot be used for more that one client and a series of fictitious ID numbers would be required for multiple transfers. Once the former client's ID number has been replaced, the card or keyfob may be registered to the next client.  

13. How do I get in touch with Passport Technologies Support?   

Passport Technologies products and solutions are proudly designed and built to industrial standards in North America for optimal durability. If you encounter an issue that can’t be resolved through the FAQs listed above, please contact our support team at support@passporttechnologies.com or toll free at (855) 727-7832 Extension 2.