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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.
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.
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.
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.
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:
MAC computers and the MAC App Store offer basic tools on the internet to access your network 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 email@example.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.
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.
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 firstname.lastname@example.org or toll free at (855) 727-7832 Extension 2.