Troubleshooting

This article will cover some basic troubleshooting techniques.



I can’t log in to OMNIA


Ensure that the OMNIA Engine is running on the Access Server. To launch the portal base app, go to 

C:\OMNIA\Bin\OMNIA.exe  Right Click and Run as Administrator


In the Web Browser. 

Ensure that you enter the correct address for the server in URL in the browser. Followed by the correct port number.

Ensure that you are using the correct username and password. Remember that the password is CASE sensitive.



Ensure the OMNIA Engine icon is visible in the system tray




I can’t scan a Tag or enroll finger print. The option is Missing?




IS YOUR DEVICE PLUGGED INTO THE USB PORT?


Plugins Manager


In order to use a USB device in a browser, certain plugins are required. OMNIA uses a program called Plugins Manager to make things easy for you.

Ensure that the Plugins Manager is running in your task bar, and that the peripheral you are using has a green dot.



If you don’t see the Plugins Manager, launch it from C:\OMNIA\Client\ClientInstall.OMNIA.Plugins.exe or it can be found in the OMNIA Software. In the Setup Tab/General/Downloads.


MDE is plugged in and installed, but it does not turn green in Plugins Manager

(The dot in plugins manager stays blue)


It’s likely that windows has issued the incorrect driver during installation. This can easily be fixed by changing the driver in device manager. The correct driver is named MDE USB VCom Port


Steps to change MDE driver:

  • Open device manager
  • Open Ports (COM&LPT)
  • Right-Click on USB Serial Device
  • Click Update Driver
  • Select Browse my computer for driver software
  • Let me pick from a list of available drivers on my computer
  • Select MDE driver > Next > Close

Tag/Finger does not open door


Using Events to Troubleshoot (Found in Dashboard>Transactions)

The Transaction page is a great place to do basic troubleshooting. When Tags don’t work, look at the event to determine the cause.


NOTE: On busy sites the transactions page might move too fast to see the problem event. In this case, run a Transaction Report on the Tagholder to see their latest events.


Here follows a list of denied events and their meaning…


Denied Location

Tag does not have access to that door.


Option 1

Select an Access Group in the Tagholders’ configuration page that includes that door.


Option 2 (Caution)

Modify the assigned Access Group to include the desired door.


WARNING: Making changes to the area will affect all Tagholders using it.

Denied Time or Day

Tagholder’s access group does not include the time or day.


Option 1

Look at Enrollment>Access Time Patterns to adjust times/days, or grant the Tagholder an access group that contains a valid time pattern.



Option 2

Use the Show Edit Mode option found in Access Groups to see times assigned to the area, you can also make any required changes.

WARNING: Making changes to the access time pattern will affect all Tagholders using it.

Holidays can also cause denied time or day events. See if any holidays have been entered on the day of the denied event.

Denied APB

Tagholder needs to follow the rules of anti-pass-back (APB).


It is possible to override APB for individual Tagholders under Advanced in the Tagholder configuration. (Not Recommended)


Denied Tag Suspended

Tag is suspended.


Open the Tag under the Tagholders configuration and set the Tag Status to Normal.

Denied Tag Expired

Tag has an expiry date entered. Configure expiry dates under the Tagholders configuration.

Denied Location Locked

The default mode on the reader is set to Locked Or, there is a Device Time Pattern locking the reader.

Contact the system administrator.

Denied Pin

The default mode on the reader is set to Card with Pin, OR, there is a Device Time Pattern enforcing Tag with Pin.


During this mode, users need to enter a pin code AFTER presenting their credentials (There will be a short beep alerting you to enter a pin)

Pins can be assigned under the Advanced section in the Tagholder configuration.


Denied Unknown Tag:


Here are a few possible reasons for denied unknown tag events.


Denied unknown tag, and there is no name



Tag has not been assigned to a Tagholder (New Tag)


Denied unknown tag, and there is a name



The tag is assigned to the person but;

  • They don’t have an access group assigned (Assign at least one access Group)
  • The controller needs to sync (See Next Section)
  • The Tagholder is non-current (Ensure that the current tick is active under Advanced in the Tagholders configuration page)

Controller Sync

To ensure that all Tagholders are loaded onto the hardware, perform a sync under Setup>Services


Either select All Devices, or select individual controllers.


WARNING: Synchronizing your controllers will disable its Tag readers for a short while. Please plan accordingly


Not getting any transactions

Controller might be offline



Auto sync might be disabled


OMNIA Engine might not be running on the OMNIA server

Contact the Administrator