Troubleshooting the Rock's Display Icons

The list of Rock Status Icons and their meanings

Status
Display


Troubleshooting Notes

           
Rock Version before 3.1.1 Rock Version  3.1.1 +            

Booting

See Startup Icon FAQ  Power Cycle if bootup does not complete. Check PoE+ is minimum 802.3 at Type 2, 30W            

POE power fault

Check PoE+ is minimum 802.3 at Type 2, 30W.  Icon can show ‘green,’ but Rock will continue to reboot if 30W is not available.  Power-level negotiation does not currently work with some Cisco switches utilizing Cisco’s UPOE (FW < 3.2).            

Panel power fault

Check ACS Power Source.            

Internal Communications are not working

  Power Cycle.  Contact Support if it persists.            

Demo mode

  Rock is in Demo mode            

Person in range

  Indicates Rock recognizes a person is in viewing area.            

QR mode

  Icon indicates the Rock is able to read a QR code.  Disable in Admin Portal after Onboarding Rock.            

QR Config Accepted

Indicates Rock has accepted network configurations after scanning a QR Code.            

Tamper detected

  Check that the Rock is secure to the wall.            

No network

Check for loose network connections.            

No server

Rock cannot connect to the Admin Portal.  Check that required ports are open and firewall rules are properly configured.            

Not on-boarded

  Rock has not be n onboarded to an Admin Portal.  The icon will disappear once the Rock shows Active and Online in the Admin Portal.            

DNS fault

No Previous Icon  Indicates a DNS issue.            

Time sync fault

No Previous Icon   Indicates there is an NTP server issue.  

If using DHCP, verify the NTP address been passed from the DHCP server.

           

OSDP panel install mode and comms fault

Check:

  • Address/baud rate
  • Physical Connections
  • Device Power
  • OSDP is enabled
           

OSDP panel comms fault

 

Check:

  • Address/baud rate
  • Physical Connections
  • Device Power
           

OSDP panel install mode fault

 

Check:

  • OSDP install mode is enabled.
  • OSDP Secure Channel is supported
           

OSDP badge reader install mode and comms fault

 

Check:

  • Address/baud rate
  • Physical Connections
  • Device Power
  • OSDP is enabled
           

OSDP badge reader comms fault

 

Check:

  • Address/baud rate
  • Physical Connections
  • Device Power
           

OSDP badge reader install mode fault

 

Check:

  • OSDP install mode is enabled.
  • OSDP Secure Channel is supported
           

Badge reader tamper fault

No Previous Icon 

Check that the badge reader is secure to the wall.

           

 

For more details see The Rock Install Guide.