Below you will find a series of symptoms your ZEM-CWI could be showing, and the possibles solutions to fix the problem. Click on the “+” symbol to read more information.

CAUSES:
The device is disconnected from the WiFi Network or is not getting power.

ITEMS CHECKED:

  • Check Status LED: 1 red blink. (Unable to connect to Wi-Fi network).
  • Check the device is correctly connected to the power supply.

REMEDIES:
Check the Router/ Switch is getting power and is correctly connected to the network, and/or reboot the Router/Switch (unplug the router, wait at least 30 seconds plug the router back in and wait until the Wi-fi network shows up again in teh device).

The System is Offline

CAUSES:
Weak Wi-Fi signal.

ITEMS CHECKED:

  • Check Status LED: 2 red blinks. (Poor Wi-Fi signal strength).

REMEDIES:
Install the device closer to the Router/switch or use signal extenders.

The Network is Unstable

CAUSES:
Low power supply voltage. Power failure or no power input.

ITEMS CHECKED:

  • Check Status LED: 7 red blinks (Low power supply voltage)
  • All LED’s OFF (no power input).

REMEDIES:
Check the power supply is giving the 12VDC to the device, if not, please replace the power supply.

System doesn’t turn on

CAUSES:
Forgot to press the pair button for 3 seconds.

ITEMS CHECKED:

  • Check Network LED is blinking green and yellow. Meaning it’s in pairing mode.

REMEDIES:
Press the pair button for 3 seconds.

Pair button

CAUSES:

  • Network Issues.
  • Password Issues.
  • Disabled Location.

ITEMS CHECKED:

  • Check: Network settings, Router/switch status, WiFi enabled on your Smartphone, PC or tablet.
  • Check correct Password is entered.

REMEDIES:

  • Select and connect to the correct network, input the correct Wi-Fi.
  • If the problem persist contact your ISP provider.
  • Make sure you enable the location on your Smartphone settings.
troubleshooting zem-cwi access controller device is not connecting

CAUSES:
Door are not added correctly.

ITEMS CHECKED:

  • Check System status is ONLINE, Check the corresponding door is added,
  • Double Check wiring is OK.
  • Check permission schedules.

REMEDIES:
Add the correct door. Check section 8.2, 10.4B, 15 of the user manual.

Doors are not opening

CAUSES:
Notifications not enabled.

ITEMS CHECKED:

  • Check Notifications are enabled on Opensee notification settings and Smartphone notification settings.

REMEDIES:

  • Check section 17. Notifications in the user manual.
  • Enable push notifications on the settings of your smartphone.
  • Log out and Log in to your account session.
troubleshooting not receiving notifications

CAUSES:
Camera access disabled.

ITEMS CHECKED:

  • Check camera access is enabled on your smartphone.

REMEDIES:

Allow camera access for Opensee app on your smartphone.

Unable to scan QR code

CAUSES:
Incorrect login information.

ITEMS CHECKED:

  • Check confirmation code and email sent at first time.

REMEDIES:
Enter the correct login information.

Can not register or log in

CAUSES:
Forgot account password.

ITEMS CHECKED:

  • Double check your password.

REMEDIES:
Tap on “forgot password” on the login screen and enter a valid email, click on the link sent to your email and reset password.

Forgot account password

CAUSES:
Device not setted correctly.

ITEMS CHECKED:

  • Check Device settings.

REMEDIES:
Please refer to section 15 in the user manual.

Door not showing the correct status or icon

CAUSES:
Disable can edit user list.

ITEMS CHECKED:

  • Check user details.

REMEDIES:
With the administrator account go to the specific user details and enable can edit user list.

Door not showing the correct status or icon

CAUSES:
Firmware issue.

ITEMS CHECKED:

  • Check Firmware

REMEDIES:

Update firmware, please contact our tech support at 1-888-504-3318  or sales@zemgosmart.com.