Troubleshooting
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      How to Factory Reset a Rock

      When a Rock is factory reset, all profiles, security events, and certificates will be deleted from the device.

       

      There are three ways to reset a Rock to factory settings.

      Method 1 - Reset via the Admin Portal

      This is the preferred method!

      If you can see the Rock in the Admin Portal and State is online, deleting it will cause it to factory reset. Once the Rock completes its Reboot sequence, it will be ready to be shown a QR code to be onboarded to a server.   

      Icon_QR Code-1 The Rock will only read a QR code this icon is visible on the Rock's display.

      Method 2 - Hardware reset

      1. Remove the Rock from the wall and ensure the tamper condition is indicated on the device’s display.
      2. Short the Hold signal (Blue Wire, normally connected between the Rock and the ACS panel) and the Tamper signal (Violet Wire, normally connected between the badge reader and the Rock) to Ground for 15 seconds until the Rock reboots and performs a factory reset.

      Things to watch for:

      1. When Violet wire is held to Black (Ground), the following icon will show on the display. 
      2. Add the Blue wire and hold all 3 together.
      3. After 15-20 seconds, the Rock will reset to factory defaults and show "Rebooting" at the bottom of the display. The wires can be released at this time.
      4. Once the Rock completes its Reboot sequence, it will be ready to be shown a QR code to be onboarded to a server. 

      Method 3 - QR code reset (firmware v3.2+)

      • This method should only be used if the Rock is no longer onboarded to the Alcatraz Platform.
      • If the Rock can be put online and deleted directly from the Admin Portal, that is the preferred method (see Method #1 above).
      • If the Rock cannot be put online with the Admin Portal, it should still be deleted from the Admin Portal before using this method.
      • "Activate QR code" must be enabled with the icon shown on the Rock's display for this method to work.
      1. Print the QR code below or display it on a phone, tablet, or laptop as large as possible.
      2. Hold the QR code in front of the Rock's camera and slowly move it back and forth until the QR code is read and the Rock displays a green checkmark. The Rock will reboot and performs a factory reset.
      3. Once the Rock completes its Reboot sequence, it will be ready to be shown a QR code to be onboarded to a server.

      Icon_QR Code-1 The Rock will only read a QR code this icon is visible on the Rock's display.

      Rock-Factory_Reset

       

      Method 4 - Reset button on back of Rock

      Found on Board type: onyx-cr

      Go to Admin Portal and click on the Device Name to check board type.

      1. Use a paper clip to push down and hold for about 30s.
      2. Once the Rock completes its Reboot sequence, it will be ready to be shown a QR code to be onboarded to a server. 

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