How to Troubleshoot the Issue where xPortal3000 Software Showed Unknown Card Number Transaction when Users Flashed Valid Access Card

Owned by Tan Rong Wei (Unlicensed)
Last updated: Aug 05, 2019
2 min read
Problem (Issue) Statement:How to troubleshoot the issue where xPortal3000 software showed Unknown Card Number transaction when users flashed valid access card
Description:

When users attempted to flash a valid access card to the reader, the controller denied access to the door. The software subsequently recorded the "Unknown Card Number" transaction in the Latest Event List window.

This article will guide users on how to troubleshoot the issue where xPortal3000 software showed Unknown Card Number transaction when users flashed a valid access card.

Related Software:
  • xPortal3000
Related Hardware:NIL
System Application:NIL
Symptom and Finding:

When users flashed a valid access card, the software recorded one of the following transactions:

Symptom 1:
Unlisted User with Unknown Card Number Transaction
Figure 1: Unlisted User with Unknown Card Number Transaction

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Symptom 2:
Known User but also with Unknown Card Number Transaction
Figure 2: Known User but also with Unknown Card Number Transaction

Cause:
  • Cause of Symptom 1: The Card Number is not installed at the software and controller
  • Cause of Symptom 2: The Card Number is not granted access right to the affected door and controller, therefore the Card Number is not installed in the controller.
Solution:

Warning!

  • Users are not recommended to run any xPortal software in Windows XP operating system as the system is unstable

  • Users are also advised to stop the xPortal Services before shutting down the Server PC to prevent any missing transaction issues.

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Summary:

  • To add the Card Number to xPortal3000 software and assign door accessibility rights to the Card Number.

  • To ensure that the Card Number is assigned with door accessibility rights to access the affected door.

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Step-by-step Guide:

  • To add the Card Number to xPortal3000 software and assign door accessibility rights to the Card Number:

Step 1: Add the Card Number to xPortal3000 software and assign the Card Number with the relevant door accessibility rights.

Knowledge Base Link

Users may refer to How to Add Card User in xPortal3000 Software for the complete guide to adding a Card Number / User to xPortal3000 software.

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  • To ensure that the Card Number is assigned with door accessibility rights to access the affected door:

Step 1: Ensure that the configured Card Number is assigned with door accessibility rights to access the affected door.

Knowledge Base Link

Users may refer to How to Add Card User in xPortal3000 Software steps 4 to 7 for a detailed guide to assign door accessibility rights to card users.

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Step 2: Assigning Card Number with the correct door accessibility rights is especially important when users are running xPortal3000 Full and Standalone version as these two versions are equipped with Selective Download feature.
Selective Download Description
Figure 3: Selective Download Description

Common Issues:

NIL

Porting Date:24/4/2019

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