Access support
Door and Access Control Issue Checklist
Identify the exact site, door, credential, event time, direction, and impact while preserving physical safety and avoiding unapproved controller changes.
Production address
https://helpdesk.dsesecurity.com/
Confirm HTTPS and the exact domain before entering account or ticket information.
Visual walkthrough
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The annotated screenshot uses numbered red boxes and arrows. Read callouts 1, 2, and 3 in order, then return to the written steps below for the complete procedure.
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1
Workflow section 1 of 3
Include these details
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Site, building, floor, door name, reader, gate, elevator, or controlled opening.
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Whether the issue affects one credential, one person, one door, a schedule, a group, or all access.
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Exact example time, timezone, direction of travel, displayed reader behavior, and any audible or visible indication.
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Whether the door is locked, unlocked, forced, held, not latching, or behaving on the wrong schedule.
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Recent badge, employee, schedule, holiday, construction, power, network, or door-hardware changes.
2
Workflow section 2 of 3
Safety and security
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Use approved onsite safety and physical-security procedures for a door that will not secure or an occupant who cannot exit safely.
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Do not share full credential numbers, PINs, passwords, or controller secrets in the ticket.
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Do not reset controllers, bypass locks, prop doors, or change life-safety hardware unless authorized and directed.
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For immediate danger or life safety, contact emergency services first and then follow the approved DSE escalation path.
3
Workflow section 3 of 3
Finish the troubleshooting intake
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Review the site, device, user, example time, scope, impact, and safe checks for accuracy.
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Remove secrets and unrelated customer information from every note, screenshot, photo, and attachment.
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Submit one complete request and keep the DSE-###### confirmation number.
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Reply on that ticket with meaningful changes instead of opening a duplicate request.
Final verification
Before you leave this guide
- Confirm context. Recheck the DSE domain, signed-in account, company or site, ticket number, device, and request type shown on screen.
- Confirm the result. Perform one harmless verification and make sure the visible status matches what you expected.
- Keep the reference. Save the DSE-###### ticket number, confirmation, or other safe reference needed to continue the same conversation.
- Stop on a mismatch. Do not repeat a high-impact action. Preserve a safe screenshot, note the time and exact error, refresh once, and update or open the correct DSE ticket.
Content owner: DSE Service Operations. Production reviewed July 16, 2026. Examples and visuals are customer-safe and use fictional data.