Frequently Asked Questions - and Answers! - Part 1
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Frequently Asked Questions - and Answers! - Part 1

 3rd Oct 2017


Installing security systems takes a professional, but sometimes even installers need some assistance. With this is mind, TDSi runs a dedicated Technical Support Helpdesk (+44 (0)1202 723535) for queries.


Not only does it offer one-to-one support to our customers and installers, it also gives the TDSi team an indication of the training needs for our products and services.


Whilst the TDSi Technical Support Helpdesk is here to help (if you are a TDSi partner it is free), there are always questions which get asked time and again. To address this, here is part one of our guide to some of the most common FAQs and our tips for resolving them:

"The TDSi door Controller is offline, what should I do?"

If this is an IP controller then the first step is to check the network by using a basic ping-test. This can be done from the server, or locally via a laptop plugged directly into the Controller. As an alternative, all TDSi Controllers have a web front page – all you need to do is type the IP address of the Controller into a web browser. This immediately gives a good network test.


If the Controller is on a hard-wired data line then the first thing to do is check the continuity of cables from the last Controller (looking for shorts of breaks).


If all the checks fail to identify a problem, you will need to perform a hardware reset of the Controller (which is not unlike a reboot) – details of which will be included in the Controller panel itself.      

"I need to replace a Controller – what do I do?"

If this is a replacement IP Controller, then you will need to enter the IP address from the old unit. Once you have done this, you then need to locate the UID (Unique Identification) sticker on the new unit – this needs to replace the UID from the old one on the security network (so it is aware of the new unit).


Following that, you need to perform a full download to the Controller – this ensures it has all the settings from the server and can operate properly on the security network.

"I am on my way to the site and the customer phones to say that despite their best efforts, the door still isn’t working – what could that be?"

The first step is to identify whether the card actually has valid access through that specific door (it is surprisingly easy to mistakenly use a card which doesn’t have the rights to access!) To do this you need to check the access group permissions on the software.


If this is fine, then check that the LED on the Reader goes green when attempting to use the card (and is therefore accepted). If the LED goes solid red then the card does not have valid access and you need to go back and check the permissions on the software.


If the Reader LED does not go green or red (or emit a sound), or the LED continues to flash, then it is most likely to be a hardware fault (potentially with the Reader or the cabling). A good way to check for this issue is to replace the Reader with another one (perhaps by borrowing one from another door).


However, the best solution is actually to remove the suspect Reader from the door and plug it directly into the door Controller itself. This eliminates the possibility of cable damage (which is harder to diagnose in situ). It is worth remembering that TDSi Readers are not ‘addressed’ (although Controllers are), so they can easily be moved around different parts of the wired network to diagnose faults or replace faulty items.

"The Reader is staying red and not unlocking the door, what should I do?"

If the Reader LED stays red and isn’t unlocking then the card doesn’t have valid access. Sometimes you may also find that a lock doesn’t appear to be opening even if the LED stays green.


This is most common when the Reader is connected to a vehicle barrier/gate or roller-shutter (i.e. it is not a typical lock/door handle). The TDSi Controller sends an open or lock signal to a further piece of equipment, so it is important to establish if it is the Controller that isn’t working or if it is the barrier which isn’t responding.


If this is the case, you need to disconnect the lock from the door Controller and use a multimeter to measure the relay to establish if it is changing states. If the relay is changing state (when access is requested) then the Controller is fine and the fault is likely to be with the lock itself, otherwise, it is a faulty relay on the Controller panel.


More FAQs and ways to resolve them will be on their way in Part 2 - In the meantime, should you have any additional queries you'd like solving, get in touch with a member of our tech support team (+44 (0)1202 723535).

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