Summary: Describe the exact door, credential, event time, expected behavior, and current physical security state before DSE changes access-control configuration.
AudienceDSE customers and authorized contacts
Procedure3 guided sections
Checklist13 specific actions
ReviewedJuly 16, 2026
Visual walkthrough4 visual references for this procedure
01Classify the issue
- A valid credential is denied or an unauthorized credential appears accepted.
- A reader has no lights or sound, behaves intermittently, or reports an error.
- A door will not lock, unlock, latch, release, or follow its schedule.
- A forced-open, held-open, request-to-exit, or door-contact event is incorrect or missing.
- The problem affects one person, one credential group, one door, or the entire site.
02Include these details
- Site, exact door and reader name, and whether the door is currently secure.
- Credential-holder name or approved identifier without sending PINs or secret codes.
- Exact event time with time zone and the expected versus actual result.
- Reader light or sound behavior and any message shown in the access application.
- Recent schedule, credential, construction, power, network, or hardware changes.
03Safety and security boundary
- Follow the site procedure for an unsecured exterior or controlled door.
- Do not bypass locks, defeat life-safety hardware, share credentials, or change schedules without authorization.
- For an active break-in or immediate threat, contact emergency services and site security before opening a ticket.