This article goes through the steps you should take if you aren't receiving a Wiegand output from your device.
For these troubleshooting steps, whenever you try to authenticate on your reader to test it, you'll want to check if any events were created in the monitoring window of BioConnect as well as in your access control software.
- You'll first want to make sure that you have the correct Card Format selected for your device in BioConnect. On the Device Management page, click the plus next to the device which isn't sending Wiegand outputs.
- Go to the Wiegand details tab.
- In the Card Format drop down menu, select the card type you will be using with the reader. If you change the card type, click save.
- To ensure that the device will now be reading this format, go the menu, sync devices, and then all devices.
- You will also need to make sure that the user whose card number isn't being sent has a valid card credential in BioConnect. Go to the User Management page.
- Click on the plus next to the user whose card isn't sending.
- Go to the Credentials tab.
- Ensure that the card number that you are trying to send to the panel is in this list. If it isn't, try clicking the sync button beside the search bar. For more information on syncing users, please read this article.
- If the card number still doesn't show up after syncing, ensure that the credential has been added in your ACM. If it hasn't, make sure to sync again after adding it.
- If the card number is in this list, you'll want to take a look at your wiring.
- Go to the wiring page in your device's installation guide.
- Ensure that you have the right wires connected to your panel from your device. Make sure you are using the Wiegand out wires, not the Wiegand in wires. For devices that have wires with connectors, make sure your wires are connected to the Wiegand out port, not the Wiegand in port.
- Also ensure that you have connected the wires to the panel properly and securely.
- If you still aren't getting an output sent, you'll want to check the voltage of the wires. Using a voltage meter on the DC setting, connect one of the leads to GND and the other to D0. The voltage should be between 4.4 and 5.6 volts. Now, switch the lead on D0 to D1. The voltage here should also be between 4.4 and 5.6 volts. The measurements for D0 and D1 do not need to be the same, but if either of these are out of this range, check that your device is powered correctly. For instructions on how to power your device, reference your installation guide. If you have ensured that your device is powered correctly and you are still getting voltage readings outside this range, consider submitting an RMA for your device. To submit an RMA, go to this link. If you are getting readings within this range, continue with the following steps.
- Try connecting the wires to a different Wiegand port on your panel.
- If you are using a cable run, remove it and connect the wires from the back of the device directly.
- Make sure that your panel is configured to receive the card type that you are using. Refer to your panel's configuration documents.
- Try wrapping your wires around a ferrite core. A ferrite core was included in your reader's box. Wrap the wires around the core twice and reconnect.
- If you still aren't getting an output, please submit a request at this link.