15
Problem
Possible cause
Solution
Gateway not
linking with device
For Gateway and the device to link,
they both must be commissioned in
the same site.
Commission the Gateway and device
in the same site. Before LINKING they
should both be listed in the site device
list.
Device is too far from the Gateway.
Gateway must be with in 30 feet of
device with no signal obstructions. Move
the Gateway closer to the door and Link
to check signal strength.
Device has low batteries.
Measure the batteries, new batteries
measure 1.5 volt each, over 6.0 volt total
when new.
Won’t start RSI LINK mode. RX
switch, credential reader, Push button
not activating per the RSI LINK
Wizard. LX and RX activing is needed
for RU & RM RSI LINK mode.
Put the NDE & LE in RSI link mode per
the Mobile app LINK Wizard, turn and
hold the inside lever while presenting a
credential to the reader. Hold lever until
RED/GREEN blinking starts.
RU & RM use the LX latch and RX push
pad per the sequence in the RU & RM
Installation Instructions. Push in the
latch (LX) and hold in, 2 seonds later
push in the push pad (RX) hold both
for 2 seconds, than release both for 2
seconds, push in again just the latch (LX)
for 3 seconds or more unitl the RED/
GREEN LINK blinking for RSI LINK mode
starts.
Note, CTE cannot LINK in RSI Gateway
mode. CTE only LINKS in IP Gateway
mode.
Account tokens are expired,
especially likely to happen when two
Mobile applications sign in using the
same account log-in.
Log out and back in to ENGAGE to
refresh tokens, or find token refresh in
the My Account screen. Two mobile apps
should never share the same log-in.
