Troubleshooting

Questions

Answers

What do I do if there is an issue with the functionality of a door?

There are several instances where the door functionality is impeded by electronic or mechanical issues that will need to be investigated.

Please contact your Departmental Electronic Access Admin to submit a work order for service of the door mechanism in the following scenarios:

Hardware Issues

  • The card reader accepts the card, but the lock does not open or click.
  • A door programmed with a schedule is not opening.
  • A door is unlocked when it should be locked.
  • The LED indicator light on the card reader is powered off.
  • The LED indicator light on the card reader is displaying a colour other than red or green.
  • The door is difficult to pull open or does not shut properly.
  • Door handles become disconnected from the door.
Why does the card reader not recognize my I.D. Card/iClass FOB?

Card readers at building and room doors will display either a solid red or solid green light.

  • Red indicates the door is in locked status.
  • Green indicates the door is in unlocked status.

If the card reader does not respond to your I.D. Card/iClass fob:

  • Access may not be assigned.
  • Your iClass device may be damaged.
  • Did you change status on campus?  (ie: you were previously an Undergrad and now you are a Grad student ) You must obtain a new card from the Registrars Office.
  • Some lab doors may be configured with an Unlock schedule. UofG cards will not be required during the scheduled time.
  • Your I.D. Card may not be equipped with iClass HID technology. (i.e. older magnetic stripe card)
  • When your I.D. Card is NOT presented on its own, the reader may detect other RFID cards within a wallet, purse or backpack. Access is not granted if multiple cards are detected.

Students can contact their residence porter for assistance.
Faculty & Staff can contact their Department's Electronic Access Administrator for assistance.

Why is the card reader not responding?

If the card reader does not respond to your I.D. Card/iClass fob, the following conditions may be true:
 

  • Some lab doors are configured with an Unlock schedule.

    • U of G cards will not be required to open the door during an Unlock Schedule time period.

    • Grab the door handle and open the door.
       

  • Access at the particular door may not be assigned to you.

  • Have you recently changed status on campus?

    • If you were previously an undergradate student that is now a graduate student, your iClass I.D. card is no longer valid. Please obtain a new card from the Registrars Office in the UC (Level 3).

    • If you are an employee that is now taking courses on campus, please contact the Registrars Office to have your I.D.s reconciled.
       

  • Your iClass device may be damaged

    • Please test the card at a door that you know used to work with your card/fob.

    • Request your department Electronic Access Admin to test the card for you.

    • Request the Registrars Office (U.C. Level 3) to test your card.

    • Review the guidelines to care for your card.
       

  • Your iClass card must be presented on its own to the reader

    • Presenting your iClass card within a wallet, purse or backpack may be refused when other cards are detected by the reader.

    • Separate your U.of.G. iClass card from other cards.
       

  • Have you recently received a new card, and have found your previous(old) card?

    • Only the most recent issued U.of.G. iClass card will be active.

    • Old replaced cards reported as lost or stolen will no longer function and cannot be reactivated.
       

Students can contact their residence desk for assistance.

Faculty & Staff can contact their Department's Electronic Access Administrator for assistance.

FAQ Topics