Troubleshooting

Please see the following for help with common issues encountered with​ electronic locks. ​

The lock's card reader does not respond to my card

Regardless of permissions, card readers should react with a beep and change in indicator light when tapped with a PointCard or Door Badge.

If your card is inside of a wallet or phone case, please try again by tapping the card directly to the reader. The range of the reader is generally 1-2 cm. Any materials between the card and reader may block the signal. If the reader does not respond to your card tap, the RFID functionality of your card may have failed. Please see the IT Service Desk.

If you are experiencing issues only with a specific reader, or if multiple individuals are experiencing issues with the same reader, please report the issue including the reader's location to the IT Service Desk.​

My card does not unlock ​my residence hall front door or suite door​

Student residence hall access is automatically provisioned upon check-in and may take up to 30 minutes to take effect.

If you checked into your residence hall more than 30 minutes ago, please verify with your residence hall front desk that you are fully checked in (with "in-room status). If you are fully checked in, please contact the IT Service Desk for further assistance.

If you require immediate access to your residence hall, please use the hall's front door bell or contact the hall via the phone number listed on the front door.

My lock access is approved, but the door knob does not turn

This is normal. Simply pull the door open. ​​Electronic door locks typically unlock the door strike, not the knob or handle. It is normal to be able to pull the door open while the door knob or handle cannot be turned.​

I am able to ​open a locked door without using my card

Please open and close the door a few times and note the following: ​

  • What color is the indicator light on the card reader?

  • When the door is nearly closed, is there excessive air pressure that may be holding the door open? This is often accompanied by a wind noise when the door is nearly closed.

  • Does the door close very slowly or bounce back after it closes?

  • If you push the door closed, does it properly latch and do you feel any resistance as the door contacts the latch and door frame?​

This information will help​ to correctly route the issue and troubleshoot.​

Please report this information along with the door's location to the IT Service Desk. 

If calling after hours, please stay on the line and the call will automatically forward to University Police who will temporarily secure the door until the issue is fixed​. ​
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Lost, found, and replacement PointCards

See the FAQs sections at the bottom of our Student PointCards and Employee PointCards​ pages.

 

Need more help?

For additional assistance please contact the IT Service Desk. 

When reporting problems with your electronic lock access, please be prepared to provide:

  • The name of the individual(s) experiencing the issue.

  • The location the issue is occurring, including room numbers and door locations. When reporting issues with exterior doors, please include the entrance number. Each building entrance is labeled with a large black-on-white number (e.g. "12", "A7", or "B3").

  • The date and time the issue was experienced.

  • Description of the problem.​​​​​

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