Troubleshooting
      Back to home
      1. Help Center
      2. FAQ
      3. Troubleshooting

      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 Screen 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.