Troubleshooting Guidelines
General hardware troubleshooting

Technical Support

support@gymmastersoftware.com

USA: (415) 915 0375
Australia: (+61) 1800 849 001
New Zealand: (+64) 3 668 5727

Copyright 2021 Treshna Enterprises. All rights reserved.

25 March 2021

Desktop reader troubleshooting
The desktop reader is connected to the GateKeeper via a USB hub
When a valid tag is swiped over the desktop reader, no popup shows, but a new entry
shows in the Visitors page when reloaded
The desktop reader is connected to the GateKeeper, the reader LED is lit up, the reader
beeps, but nothing else happens when a valid tag is swiped
The desktop reader is connected to the GateKeeper, but the reader LED is not lit up

44

GateKeeper troubleshooting
GateKeeper Error LED is lit up
GateKeeper Internet LED is not lit up
GateKeeper Power LED is not lit up
GateKeeper network port LEDS are not lit up
GateKeeper ‘Ser1’ Or ‘Ser2’ LEDs are not lit up
GateKeeper ‘Reader 1’ or ‘Reader 2’ LEDs are not lit up
GateKeeper Database LED is not lit up
GateKeeper Relay LED is not lit up

6
7
8
8
9
9
10
10
11

Door reader troubleshooting
Door reader LED is not lit up
Door reader LED is dim or weak
Door reader LED is always red
Keytag swipe does not show a member name or shows not assigned
Door reader LED does not change color when swiped
Door lock is not locking
Door lock is not releasing when swiped
Door reader has a lengthy delay before any beep or response
Popup has a delay before showing on screen, but door unlocks immediately
Door lock has a delay before opening
Note on reader power supply
Note on network readers

11
12
12
13
13
14
14
15
15
16
17
17
17

GateKeeper-Mini troubleshooting
The receipt printer is plugged into the GK-mini, but doesn’t print POS receipts
The desktop reader is plugged into the GK-mini, but doesn’t work
The cash drawer is plugged into the GK-mini, but doesn’t open

18
19
20
20

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 24
5
5

Web page troubleshooting
GateKeeper web-page status shows as offline
Visitors page shows error messages at the top of the screen
GateKeeper web-page status shows ‘No GateKeeper’

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

21
21
21
22

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 3

Desktop reader troubleshooting

A normally-working and powered desktop reader will briefly change LED color when a valid tag
is swiped across it, a pop-up will show on the GymMaster page, and a new entry will show in the
Visitors page.

The desktop reader is connected to the GateKeeper via a USB hub●

The GateKeeper is NOT designed to support USB hubs. Please disconnect the hub,and connect the desktop reader directly to one of the GateKeeper USB ports.

When a valid tag is swiped over the desktop reader, no popup shows, but a
new entry shows in the Visitors page when reloaded●

User login preferences are preventing the popup from showing:

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 4

○Check user Account Details, ​“Pop-up enabled when logged in”​should be ticked.

The desktop reader is connected to the GateKeeper, the reader LED is lit
up, the reader beeps, but nothing else happens when a valid tag is swiped●​ SB port:
The reader is plugged into the ​wrong U
○
○
○

●

​ roperly:
The reader has power, but the GateKeeper is not ​functioningp
○
○
○

●

Check Settings -> Door Readers -> select the desktop reader in question ->choose the correct USB port (top left, bottom right, etc). Save when done.
If it is the only USB ​device​connected, then choose ‘Auto Detect’Restart the reader software. Settings -> Door Reader -> select the desktop
reader in question -> Restart Software button. Allow a minute for restart tocomplete

Check GateKeeper Error LED
Check GateKeeper Internet LED
r web page status

The GateKeeper is ​incorrectly set up:​○○○Check Settings -> Door Reader -> select the reader in question
Check that your GateKeeper is correctly selected from the list of
your GateKeepers
Contact GymMaster for more information

The desktop reader is connected to the GateKeeper, but the reader LED is
not lit up●

The reader has no power:○

Check that the USB cable from the reader is plugged securely in to both the
GateKeeper and the reader unit. Unplug both ends of the cable and carefully plugback in. If the cable is loose, try swapping out the USB cable with another USB
cable.

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 5○●

The GateKeeper has no power:○●

If LED lights show when tested in the USB port of a nearby PC, or in a different
USB port of the GateKeeper, but not when plugged into the original USB port of the
GateKeeper, the GateKeeper USB port may be faulty. Contact GymMaster.

Check GateKeeper Power LED

The reader is faulty:○

Contact GymMaster if the first solutions does not work

GateKeeper troubleshooting

The GateKeeper access control unit needs to be powered and connected to the Internet to work
correctly. A power connection is supplied, and connects via wall power socket to the rear of the
GateKeeper. A network cable is required to connect the GateKeeper to the Internet
router/modem (cable not supplied). Door reader cables are connected to the Reader 1 and

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 6

Reader 2 sockets at the rear of the GateKeeper. Desktop readers are connected by USB cable
to one of the USB ports at the front of the GateKeeper.
The GateKeeper checks that there is a connection to the database approximately every 10
minutes, and checks that there is a connection to the Internet approximately every 2 minutes.
For a description of the GateKeeper panels, refer to ‘​​GateKeeper Wiring Installation​’instructions

GateKeeper Error LED is lit up​ rror is discovered.
The Error light will be lit up if ​anye●●

The GateKeeper is expecting a ​doorr​eader to be plugged in, but one is missing:○For each door reader, check that there is a reader plugged into each socket
at the rear of the device○

If you have only one door reader, ensure that the Settings -> Door Readers page
does not erroneously have two door readers listed associated with the
GateKeeper

The GateKeeper is expecting a ​desktopr​eader to be plugged in, but one is missing○○●

The GateKeeper cannot communicate with the online database○●

Check that there is a desktop reader plugged into the USB socket at the front of
the GateKeeper
If you do not have a desktop reader, or it is not connected to the GateKeeper,
ensure that the Settings -> Door Readers page does not erroneously have adesktop reader listed as associated with that GateKeeper.

Check GateKeeper Database LED

Some other issue○

Contact GymMaster

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 7

GateKeeper Internet LED is not lit up
The GateKeeper will indicate normal Internet connection with a ​green ​LED.
● A cable issue is preventing the GateKeeper from connecting to the Internet:●○○

Check that the network cables and router/switch are plugged in and powered.
Swap out the network cables with new or known-good ones.

○

Switch the cable to another network port on the router. In normal operation, thetwo LEDs around the network ports of the GateKeeper and router should be lit.

A router issue is preventing the GateKeeper from connecting to the Internet:○●

Reboot your Internet router or modem. Verify Internet connectivity by refreshing a
web page. If you cannot refresh a web page, there is some issue beyond
GymMaster control. Contact your IT service provider.

A network firewall or similar is preventing the GateKeeper from connecting to theInternet:○

Check with your IT services provider. ​The GateKeeper will need outgoing
access for Ping, and ports 22, 80 and 443.​Test by temporarily switching off
any firewalls in the network. If GateKeeper functionality is restored, then the
problem is with a firewall within one of the devices in the network.

GateKeeper Power LED is not lit up●

The GateKeeper power supply is not functioning:○○●

Check whether the power plug is switched on at the wall
Disconnect, then reconnect the power supply from the socket on the GateKeeper

The plug may have incorrect polarity○

The polarity of the plug can be changed by removing the tip and rotating it 180
degrees about its long axis. The arrow should indicate this symbol:
EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 8○●

A device on the card reader power cable is consuming too much power:○●

Check the power cable from the power supply to the GateKeeper unit. ​Swap out
or change cables if possible

Ensure that the GateKeeper is supplying power ​ONLY​to the card reader

The GateKeeper is faulty:○○

Check GateKeeper Error LED
Contact GymMaster if none of the above solutions work

GateKeeper network port LEDS are not lit up●

The GateKeeper has no power:○●​ as some issue:
The GateKeeper network ​porth
○
○

○
○
●

Check GateKeeper Power LED

Check the network cable is plugged into the GateKeeper
The network port has a green/amber LED at the top left corner, and an amber
LED at the top right corner. The left LED shows whether the cable is correctly
inserted. The right LED shows network activity. We would normally expect to seea solid left LED and a flickering right LED.
Reboot the Internet Router.
If no change, check with your IT services provider​ as some issue:
The GateKeeper network ​cableh○○

Check both ends of the network cable. Unplug the cable ends and plug back in.
Swap out the network cable with a different one, and plug directly from
GateKeeper into the Internet Router, bypassing any network switches.

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 9

GateKeeper ‘Ser1’ Or ‘Ser2’ LEDs are not lit up
When a door reader is plugged into a socket at the back of the GateKeeper, the Ser1 or Ser2
LEDs will normally flicker. This indicates communications between the GateKeeper and the door
readers. If you have only one door reader, then only one will show activity.
●

Ser1 or Ser2 LEDs are not flickering:○

Check GateKeeper ‘Reader 1’ or ‘Reader 2’ LEDs

GateKeeper ‘Reader 1’ or ‘Reader 2’ LEDs are not lit up
When a door reader is plugged into a socket at the back of the GateKeeper, the Reader 1 or
Reader 2 LEDs should be lit up.
●

The GateKeeper is unable to communicate with the reader:○○●

A faulty or damaged cable:○●

Usually be due to Incorrect wiring. Recheck wiring according to the ​‘GateKeeper
Wiring Installation’
The wires have become loose. Check the wires at the connector screws.
Re-seat if needed.

Swap out cables where possible with good cables

A faulty reader:○Contact GymMaster if the first solutions do not work

GateKeeper Database LED is not lit up●

The GateKeeper is not able to communicate with the database. Indicates that the serverwhich hosts your database been not contactable for more than five minutes.
EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 10○○○Check GateKeeper Internet LED
If the database is hosted within your facility, it is not contactable. Check with yourlocal IT services provider.
Contact GymMaster for further information

GateKeeper Relay LED is not lit up
This does not usually indicate a problem.
●

The relay LED lights up ​ONLY​when the relay is active. The relay is active when a valid
tag is swiped, and the system sends the signal to open the door.

●

The relay LED will stay lit up if a door is set to Unlocked

Door reader troubleshooting

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 11

A normally-working and powered door reader has a green LED, and will briefly change LED
color when a valid tag is swiped across it, a pop-up will show on the GymMaster page, and a
new entry will show in the Visitors page.
The default LED color is green, and indicates the door reader is receiving power from the
GateKeeper, and that the card reader software is active. (Older door readers may have aseparate power supply which also connects to a relay board).

Door reader LED is not lit up
The door reader LED should ​light up​immediately upon connection to the GateKeeper.
●Power to the reader is out:
○
○
○

●

Loose wiring:○○●

Check the reader is plugged into the correct Reader 1 or Reader 2 socket atthe back of the GateKeeper.
Check GateKeeper Power LED
Check the wall power plug (only applies to older version)

The wires have become loose. Check the wires at the connector screws.
Re-seat if needed.
Recheck wiring according to the ​‘GateKeeper Wiring Installation’The door reader is faulty:○

Contact GymMaster if the first solutions do not work

Door reader LED is dim or weak●

The door reader has insufficient power:○

Incorrectly wired or has some device on the same power line. The door locks areprobably drawing the power away. Recheck wiring according to the ​‘GateKeeper
Wiring Installation’
EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 12○The wires have become loose. Check the wires at the connector screws.
Re-seat if needed.

Door reader LED is always red●

The card reading software is not active:○●

The reader is a network reader and has lost its network settings:
○
○
○

●

Check Settings -> Door Readers. Contact GymMaster if not sure

The reader is not connected to the GateKeeper:○●Power cycle the reader at the wall electric socket
Recheck wiring, especially that all the the diodes are installed according to the​‘GateKeeper Wiring Installation’Contact GymMaster to reset the reader if further issues

Misconfigured database door settings:○●

Settings -> Door Reader -> select the door reader in question -> Restart
Software button. Allow a minute for restart to complete.

Recheck connection and sockets according to the ​‘GateKeeper Wiring
Installation’

Incorrect wiring:○

Recheck wiring according to the ​‘GateKeeper Wiring Installation’

Keytag swipe does not show a member name or shows not assigned●

The tag has not been activated or assigned to a member:○○

Assign the tag to a member via the member details page, save, then swipe again
to verify
Contact GymMaster if this solution does not work
EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 13

Door reader LED does not change color when swiped
When a valid tag is swiped over the reader, the LED should briefly change color.
●

The door reader has been disconnected from the GateKeeper:○○●

Faulty tag:○●Try another tag. If second tag works, but first does not, contact GymMaster

Faulty cable:○●

Check the plugs are securely inserted into the sockets on the GateKeeper
Restart the software Settings -> Door Reader -> select the door reader
in question -> Restart Software button

Swap out cables where possible with good cables

Faulty reader:○

If none of the above work, contact GymMaster.

Door lock is not locking
After a valid tag has been swiped, the door does not return to ‘locked’, or remains released.
●

Door is incorrectly set to ​Unlocked​(door open):○●

Incorrect wiring to door lock or relay:○●

Lock the door via ​Visitors​-> ​Access Control. ​Select the door and set to ​Active (tagrequired) or ​Locked ​(no access for members). Click Apply.

Recheck wiring according to the ​‘GateKeeper Wiring Installation’Faulty lock:
EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 14

○●Check with vendor of lockPossible faulty relay:○○

Recheck wiring, especially that all the the diodes are installed according to the​‘GateKeeper Wiring Installation’If none of the above work, the relay may be faulty. Contact GymMaster. Components
inside the GateKeeper are not user-serviceable.

Door lock is not releasing when swiped
The lock should release when a valid tag is swiped at the access control unit.
●

The tag is associated with a membership which has incorrect benefits and access rights:○●

Member access rights do not allow entry:○●

Unlock the door via ​Visitors​-> ​Access Control
Select the door and set to ​Active ​(tag required) or ​Unlock ​(door open). Click
Apply​.

Incorrect wiring to door lock:○●Check ​Member page​-> ​Visit History​. This displays reasons for access denied,i.e. no benefit on membership type, outside of rostered hours, etc.

Door is incorrectly set to ​Locked ​(no access for members):○○●

Check the membership benefit door access rights and times via​Settings​->Membership Types

Recheck wiring according to the ​‘GateKeeper Wiring Installation’

Possible faulty relay:○

If none of the above work, the relay may be faulty. Contact GymMaster.
Components inside the GateKeeper are not user-serviceable.

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 15

Door reader has a lengthy delay before any beep or response●

Misconfigured settings:○●

Door reader settings expect a second reader, but none is connected:○●

Check ​Settings -> Door Readers​. Check the ‘Reader Type’ and ‘GateKeeper
Socket’ settings for each door or reader listed. If a reader unit is NOT connected
to any GateKeeper, then settings must reflect that. Contact GymMaster if not
sure

Faulty wiring:○●

Open the ​Visitors ​page, select the green ​Open​button beside the door. The
GateKeeper ​‘Relay’ LED ​should briefly light up immediately, indicating that therelay has been activated, and at the same time a ​clicking sound​should beheard from inside the GateKeeper. If you can hear the relay ‘clicking’, then the
GateKeeper is working, but the settings are likely wrong. Contact GymMaster.

Recheck wiring according to the ​‘GateKeeper Wiring Installation’

Possible faulty relay:○

If none of the above work, the relay may be faulty. Contact GymMaster.
Components inside the GateKeeper are not user-serviceable.

Popup has a delay before showing on screen, but door
unlocks immediately●Internet upload speed is slow:○○

Check that no other system in the facility is using up your Internet capacity, inparticular, music streaming services.
Check with your local IT services provider

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 16

Door lock has a delay before opening●

Misconfigured wiring:○●

Faulty door lock:○●

Try shorting the relay contacts (i.e. COM and NO, or COM and NC). A working
lock will open the door. Refer to the ‘​Relay Wiring to Magnet Lock’​section of the​‘GateKeeper Wiring Installation’​for help doing this. Refer to vendor or systeminstaller if the lock is faulty.

Door lock has a timer:○●

Open the ​Visitors ​page, select the green ​Open​button beside the door name. The
GateKeeper ​‘Relay’ LED​should briefly light up immediately, indicating that therelay has been activated. Refer to the ‘​Relay Wiring to Magnet Lock​’ section ofthe ​‘GateKeeper Wiring Installation’

Refer to lock vendor or system installer for adjusting the lock-open delay.

Possible faulty relay:○

If none of the above work, the relay may be faulty. Contact GymMaster.
Components inside the GateKeeper are not user-serviceable.

Note on reader power supply
The input power supply ​MUST​provide 12V DC. It is recommended that an uninterruptible power
supply (UPS) with line-smoothing is used to ensure constant supply.

Note on network readers
There are two types of door readers: serial and network. If you are experiencing repeatedissues with network readers, the long-term solution is to consider switching to the more reliable
serial readers. Contact GymMaster to discuss this.
EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 17

GateKeeper-Mini troubleshooting

The GateKeeper Mini (GK-Mini) is a stand-alone mini-computer, similar to the GateKeeper, but
designed to handle desktop readers, receipt printers, and other functions. It is not designed tocontrol magnetic locks on doors.
A normally-working and powered GK-Mini always has a network connection, and has
network LEDs which are lit up. Network cable is NOT supplied, and must be sourced locally.
1. USB Micro power slot○

Standard USB type Micro-B power cable; supplied by GymMaster2. HDMI monitor output​(not used)
3. Headphone output​(not used)
EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 18

4. Network port LED○

Indicates cable connection. Will show a solid amber LED when connected

5. Network port LED○

Indicates network activity. Will flicker when there is network activity

6. USB ports○

Standard USB type A sockets for desktop readers, receipt printer, etc

The receipt printer is plugged into the GK-mini, but doesn’t print
POS receipts●

The receipt printer has no power:○●

Check the printer is switched on at wall and at power button

The receipt printer has no paper:○

Check that there is a paper roll correctly installed●

Check Settings -> Advanced Configuration -> POS -> Use Receipt Printer tickbox●

Check that the printer is in ESC/POS mode:○●

The printer will need to be able to be put into 'ESC/POS mode'. ESC/POS is astandard variant of the 'Epson Standard Code for Printers', and is used forcontrolling receipt printers, and commonly used at the point of sale. Please checkwith the vendor of the printer that it can be put into such a mode.

Check Station ID top right of POS screen:○

Only applies if you have more than one printer or GK-Mini

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 19

The desktop reader is plugged into the GK-mini, but doesn’t work●

The desktop reader has no power:○●

The GK-Mini has no power:
○
○
○

●

Check desktop reader troubleshooting

Check that the USB micro power cable is plugged in and connected to a powersource (wall socket)
Check the power cable from the power supply to the ​GK-Mini​; ​swap out orchange cables if the cable is suspect
A device on the card power cable is consuming too much power; ensure thatthe power supply and power cable is supplying power ​ONLY ​to the GK-Mini

The GK-Mini is not connected to the Internet:○

Check network connection troubleshooting

The cash drawer is plugged into the GK-mini, but doesn’t open●

Cash drawer is normally connected by RJ11 cable directly into the ​receipt printer​, notthe GK-Mini:
○
○
○

●

Cash drawer has a RJ11 connector, but I have no suitable receipt printer:○●

Check GK-Mini internet connection
Connect RJ11 to receipt printerRetest ‘open drawer’ function

Connect a USB Cash Drawer Kicker to RJ11. Connect other USB end to the
GK-Mini. Retest ‘open drawer’ function

Cash drawer has a serial RS232 connector only○○

Connect the RS232 connector to a Serial-to-USB adapter, then connect BOTH
USB loose ends to the GK-Mini
Contact GymMaster to configure the GK-Mini

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 20

Web page troubleshooting
GateKeeper web-page status shows as offline
The GateKeeper will report the door status and its own status to the database server on afrequent basis. If the system detects that the GateKeeper is not reporting its status formore than 5 minutes, it will show the GateKeeper as offline in the web pages.
●

The GateKeeper ​Internet​LED is NOT lit up:○●

The GateKeeper ​Internet​LED IS lit up:
○

○

○

●

Check GateKeeper Internet LED

The GateKeeper is ​currently​able to connect to the Internet, but the earlier
messages about being offline may indicate that ​your Internet connectioni​sintermittent, or faulty in some respect. Swipe the key tag again on the reader.
The reader should beep, and a popup should show on your screen. If so, there isno current problem, and no further action needed at this stage. The systemstatus will update and show the correct status in a few minutes time
If no beep or popup, try rebooting your Internet router or modem. Verify Internet
connectivity by refreshing a web page. If you cannot refresh a web page, there
is some issue beyond GymMaster control. Contact your IT service provider.

The GateKeeper ​Internet​LED IS lit up, but the ​Database​LED is NOT lit up:○

Check the Database LED

Visitors page shows error messages at the top of the screen●

The GateKeeper for door (x) has a status of offline○●

Check GateKeeper Error LED

The GateKeeper for door (x) has a status of can’t detect reader○

Check GateKeeper Reader socket LED
EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 21

●

The GateKeeper for door (x) has a status of (Failed to open serial port /dev/ttyUSBX)○●

Door X is currently Locked○●

The desktop reader is ​plugged into the wrong USB port​on the GateKeeper.
Plug into the port which is specified on Settings -> Door Readers -> desktop
reader -> GateKeeper Configuration -> COM Port. Restart the software via the‘Restart Software’ button. Reader should beep, and when a tag is swiped, a
pop-up should show on-screen. Contact GymMaster if this does not work.

This is a​warning message onlyt​hat the door will not respond to any tag swipe.
Change the door lock status to ‘Active’ if you want staff and members to beable to open it.

Door X is currently Unlocked○This is a ​warning message onlyt​hat the door is not locked, and anyone cancome through. Change the door lock status to ‘Active’ if you want to enforce tag
swipes to open the lock.

GateKeeper web-page status shows ‘No GateKeeper’●

The door reader settings are misconfigured○●●

Check Settings -> Door Readers. For each door reader, check that it is correctly
linked to the correct GateKeeper in the ‘Gatekeeper Configuration’ section of
the page (you may have more than one GateKeeper)This is not necessarily an error.
○

Hardware purchased prior to 2017 will likely be using an earlier version of thesoftware which does not show the GateKeeper in this section of the interface○

If you use Barcode readers, or have any sort of customisation, thenyour GateKeeper will also not show in this section of the interface

Contact GymMaster for further information

EPIC Sanctuary
78-106 Manchester St
Christchurch 8011
New Zealand

PO Box 13352
Armagh Mail Centre
Christchurch 8011
New Zealand

www.gymmaster.com
NZ (+64) 3 668 5727
AU (+61) 1800 849 001
US (415) 915 0375

Page 22