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1. My access door or turnstile stopped working and/or new members are not being allowed access. How do I get things working again?
If your access device has stopped working or new members are not being granted access, these simple steps may help resolve the problem. If not, please contact Passport Technologies support and we'll take the time to make it right.
NOTE: Like many integrated smart-hardware devices, cycling power to the SICM/CLOUDBERRY can be helpful in resolving certain issues and will not damage the unit if done properly. However, frequent power cycling of the SICM/CLOUDBERRY may reduce the lifecycle of the device.
2. What is the Local Database Option?
This standard feature on all Passport Technologies systems since 2017 downloads and stores the latest member-database from your membership management application once per day and enables the system to maintain functionality during temporary loss of the internet connection. If you do not have the Local Database feature on your system and have an unstable Internet connection with occasional service interruptions, we recommend ordering the feature or opting for a monthly Passport Technologies support plan that includes it.
Keep in mind that new clients registered while the SICM/CLOUDBERRY is offline or the Internet is not available will not be able to access your facilities until the next time the Local Database is updated and the SICM/CLOUDBERRY is online.
3. What is included in the monthly Passport Technologies support plan?
The standard Passport Technologies support plan is a monthly fee service that includes the following:
4. I just received my Passport Technologies system, where should my installer install the devices?
Equipment location can be key to system functionality and usability; installers should always refer to the SICM/CLOUDBERRY installation manual sent via email or available here: http://www.passporttechnologies.com/support-and-tools.html
5. How do I find the SICM/CLOUDBERRY on the network?
The SICM/CLOUDBERRY/ is a network/internet based device and as such must be connected to the network via router only, and not a modem. When remote online support is required, as well as to complete the initial installation and configuration of the SICM/CLOUDBERRY/, Passport Technologies technicians also require the IP address of the device. There are several tools available to ensure that the SICM/CLOUDBERRY/ is properly connected to the network and to find the associated IP Address as required. Here are a few suggestions that may or may not apply to your specific computer depending on the configuration of your network.
Windows PCs offer several tools to find the SICM/CLOUDBERRY IP address on your network:
MAC computers and the MAC App Store offer basic tools to access your network information:
6. My access system is working but the checkins are not automatically registering on my cloud-based software platform?
Automatic checkins are an option with some cloud-based providers. If you are certain that this option has been enabled on your account, please reboot your system as per Question 1 above.
7. My installer completed the installation of my Passport Technologies system, how do I configure the SICM/CLOUDBERRY/ for my business?
Once your installer has completed the physical installation and tested the system for functionality as per the installation guide, it’s time to contact the Passport Technologies support team to properly configure and launch your system. This is a very quick online process, and you will be registering new clients and managing access for existing ones in less than 15 minutes. The technician will require remote access to your network through your computer using a program called teamviewer.com, which can be downloaded from the Support and Tools page on the Passport Technologies Website: http://www.passporttechnologies.com/support-and-tools.html
8. My access management system is working but why can’t I register new clients in my membership management software using the main access point reader?
If your access management system was installed before 2015 and is working but you are unable to register new clients in the software on a Windows PC machine using the main access reader, chances are the PPTWedge (see Question 8) has been removed or has stopped working. If you are using a MAC, please refer to Question 5 to find the Passport SICM/CLOUDBERRY check-in screen on the network.
9. What is the TWEDGE?
The TWedge is a simple software package that may be installed with some systems to ensure communication between the main access point reader and the Registration PC, which must be a Windows PC. It does not apply to systems in MAC environments. The Passport Technologies TWedge is named PPTwedge and is saved to the desktop or the Startup folder of the Windows Start Menu in Programs. When running, it typically resides in the bottom right hand tray of the PC desktop taskbar and may be hidden behind the arrow within the row of icons. A few notes on the PPTWedge:
10. How do I register new client cards or keyfobs?
The Passport Technologies system is designed to facilitate access management for businesses as well as their members. Simply present the new client ID device to the registration reader and enter the client information in your membership management platform. If you have a single-reader installation and are having trouble with new client registration, please refer to Question 7 above.
11. Can I reuse/reprogram the Passport Technologies cards or keyfobs returned when a client's membership ends?
Yes. All our cards and keyfobs may be reused/reprogrammed for subsequent members as many times as you like. To transfer the card or keyfob ID number from one client to another, you must first erase the old client's ID number field and replace it with a fictitious ID number, such as 12345 for instance. The same fictitious ID cannot be used for more that one client and a series of fictitious ID numbers would be required for multiple transfers. Once the former client's ID number has been replaced, the card or keyfob may be registered to the next client.
12. I’m running low on keyfobs, bracelets or keytags, how do I order more?
Passport Technologies has a complete range of client ID solutions for all applications and businesses. And all our products may be customized with your logo or other image. Contact email@example.com or toll free at (855) 727-7832 Extension 704 to order more or to make an impression on your membership with custom-branded cards or keyfobs.
13. Do I need a PC to operate the Passport Technologies system?
Once the initial installation and configuration of your system has been completed, the SICM/CLOUDBERRY does NOT require connection to a PC in order to manage facilities access. All that is required is connection to the Network via Router (NOT direct-to-modem).
14. My Tailgate detection system stopped emails, how do I turn them back on?
If your Tailgate detection system is not sending emails to the email account listed in the Notifications section of your Passport Technologies interface, follow these steps to resolve.
15. How do I get in touch with Passport Technologies Support?
Passport Technologies products and solutions are proudly designed and built to industrial standards in North America for optimal durability. If you encounter an issue that can’t be resolved through the FAQs listed above, please contact our support team at firstname.lastname@example.org or toll free at (855) 727-7832 Extension 2.