> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/integrations/elevators/kone/kone-eli/kone-eli-troubleshooting.md).

# KONE ELI connection and floor-access issues

Diagnose KONE ELI logging, default-mask, controller, and floor-selection issues.

Log collection procedure for Kone ELI issues, plus an explanation of vEL8.90+ parameter changes that can appear as regressions after upgrade.

> For configuration reference (the Elevator HLI config string and item type setup), see [Kone ELI Configuration](/knowledge-hub/products/integrations/elevators/kone/kone-eli/kone-eli-configuration.md).

## Information to gather before escalating

### Elevator HLI configuration

Request a **complete screenshot of the Elevator HLI Advanced tab** from the site.

![Kone ELI Properties dialog - Advanced tab showing an example additional config string with Ip, BackupIp, Port, BackupPort, Floors, PollLimit, FloorSelectTimeout, DisconnectedState, GlobalDefaultAccessMaskOption, DefaultMaskTrackOption, and KoneStateTransferMode values](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-c78f209d21fc52f5f2f94c9c9558e81ca7841fe2%2FSECHUB-kone-eli-logs-01-elevator-hli-advanced-example.png?alt=media)

### Elevator Car configuration (DOP and COP)

Request the **floor arrangement configuration** from the DOP and COP (if applicable).

## Log collection - pre-requisites

Before collecting any logs, enable debug settings on the affected system:

**1. Registry - enable GeneralOn and increase LogFileCount:**

Path: `Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Gallagher\Command Centre`

* Set `GeneralOn` to **1**
* Set `LogFileCount` to **10**

![Registry Editor showing HKEY\_LOCAL\_MACHINE\SOFTWARE\WOW6432Node\Gallagher\Command Centre with GeneralOn set to 1 and LogFileCount set to 10, both highlighted](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-23926fb6dee21a9cafc9cada4718093c7bc94b39%2FSECHUB-tk-troubleshooting-01-registry-generalon.png?alt=media)

**2. Elevator HLI Additional Configuration string - add debug flags:**

```
log_raw_data=1; raise_debug_event=1
```

> **Source discrepancy:** the SecHub Logs page states "set `log_raw_data=2` for heartbeats". This is an error. Value `2` logs connect/disconnect messages; heartbeats require `log_raw_data=32`. For all messages including heartbeats, use `log_raw_data=33`. See [Kone ELI Configuration](/knowledge-hub/products/integrations/elevators/kone/kone-eli/kone-eli-configuration.md) for the full bitfield table.
>
> **Remove all debug settings when fault-finding is complete**, as they impact system performance. Reset `GeneralOn=0`, and remove `log_raw_data` and `raise_debug_event`.

## Required logs

### Command Centre server logs

1. Enable **Trace On** using the **CCFT Service Manager**.
2. Run the **SupportLogTool** utility on the Gallagher server with elevated privileges.

![SupportLogTool folder showing SupportLogTool.exe, and the Support Log Collection Utility dialog with the Command Centre logs tab and Enable trace logging checkbox](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-3b1c70a4f15be38cd4737af8063baa575d618e30%2FSECHUB-kone-eli-logs-03-supportlogtool.png?alt=media)

### Activity report

From **Configuration Client**, generate an Activity Report in **text file format** for the time window when the issue was reported or replicated.

### Controller logs

Controller logs are captured within `FTSupportInfo.txt` (via SupportLogTool or FTSupportTool).

> **Urgency:** capture within **an hour** of the issue. Logs are overwritten quickly, often within 15 minutes on a busy system.

Ensure the debug strings are active on the Elevator HLI item (`log_raw_data=1`, `raise_debug_event=1`) before capturing.

#### Automated batch collection

For continuous log capture during a test period:

1. Enable **web browsing** to the assigned Gallagher controller for the test duration.
2. Place `FTSupportTool.exe` in a folder on the server (for example directly off the root).
3. Create a `Batch.bat` file in the same folder:

```bat
:x
FTSupportTool.exe /controllerlog
ren "FTSupportInfo.txt" "FTSupportInfo - %date:/=-% %time::=-%.txt"
TIMEOUT /T 600
goto x
```

4. Run the batch file, then perform testing on the lift system.
5. **Stop** the batch file when done, **zip** all generated files, and send to Technical Support.

![Test Automate folder showing Batch.bat and FTSupportTool.exe alongside multiple timestamped FTSupportInfo text files, with a command window showing the batch loop running](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-331d4b74c0dbb348112cfcc669b406223ec2691b%2FSECHUB-tk-troubleshooting-03-batch-log-collection.png?alt=media)

### Wireshark capture

Request a Wireshark log capture of the communication between the Kone system and Gallagher **while reproducing the issue**.

## vEL8.90+ parameter changes (perceived issues)

Sites upgrading past **vEL8.80** must apply the new config string changes below. The changes in vEL8.90.1318+ improve reliability and logging but can surface pre-existing configuration mismatches that were previously silent.

> These changes may appear as regressions after upgrade. In most cases the root cause is a configuration discrepancy between the two systems, resolved by syncing to the correct settings.

### DefaultMaskTrackOption

Controls how default masks (global and specific) are sent to the Kone Group Controller (KGC) during connection initialisation.

| Value          | Recommendation            | Behaviour                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| -------------- | ------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `SendSpecific` | **Not recommended**       | Only specific default masks sent, no global masks during initialisation. Use only if the Kone system has been confirmed to function correctly without global masks. **Monitor the system closely after selecting this option.**                                                                                                                                                                                                                                                                       |
| `SendNoTrack`  | Backward compatibility    | Both global and specific masks sent, but no acknowledgement tracking. Consistent with pre-vEL8.90 behaviour. A safe choice for sites that were working before the upgrade.                                                                                                                                                                                                                                                                                                                            |
| `SendTrack`    | **Recommended (default)** | Masks sent with active response tracking per Kone Group Controller (KGC). The controller maintains a message queue per KGC, recording message ID, sent time, and buffer for each outstanding mask. When Kone responds, the response ID is matched against the queue and the message is removed. The controller then moves to polling state and sends the next queued message. If no acknowledgement is received within the Offline timeout, an alarm is raised and the controller continues retrying. |

Config string equivalents: `dmtoSendSpecific` / `dmtoSendNoTrack` / `dmtoSendTrack`.

**Troubleshooting SendTrack failures:**

* Check **CC logs** with `GeneralOn=1`.
* Check **controller logs**, where failures are recorded.

**Success events (SendTrack):**

| Event message                                                       | Type            |
| ------------------------------------------------------------------- | --------------- |
| `Elevator HLI - Primary Controller [IP] default masks initialised.` | General Event   |
| `Elevator HLI - Primary Controller [IP] started responding.`        | General Event   |
| `Elevator HLI started responding`                                   | Unit Responding |

**Failure event:**

| Event message                                                       | Type                       |
| ------------------------------------------------------------------- | -------------------------- |
| `Elevator HLI - Default mask reply not received from [IP]. Msgld:1` | Medium High Priority Alarm |

If no response is received within the **Offline timeout** (configured in the Elevator HLI Advanced tab), an alarm is raised and the controller continues retrying.

### GlobalDefaultAccessMaskOption

Controls which global default access masks are sent to Kone at connection initialisation.

**Problem it solves:** in pre-vEL8.90, CC always sent all four global default access masks (GD1-GD4: DOPs connected, COPs connected, DOPs disconnected, COPs disconnected), regardless of which panel types were actually installed. Sending COP masks to a DOP-only site caused the Kone system to lock out floors.

**From vEL8.90.1318+**, the four masks are no longer sent automatically and must be configured explicitly. **This parameter is mandatory on all vEL8.90.1318+ systems.** Omitting it means no global default masks are sent.

Set it to match what is physically installed on-site:

| Value      | When to use                       |
| ---------- | --------------------------------- |
| `COPsOnly` | Only COPs are configured on-site  |
| `DOPsOnly` | Only DOPs are configured on-site  |
| `Both`     | Both COPs and DOPs are configured |

### Polling Limit (PollLimit)

The default polling limit changed from **10 to 1** in vEL8.90.1318+.

Set it in the config string as `PollLimit=1`. The Kone device can become overwhelmed by multiple messages at once and stops responding; reducing to 1 prevents this.

### Polling Interval (Poll)

The default polling interval changed from **30 seconds to 0** (disabled) in vEL8.90.1318+.

Previously, the controller sent specific default masks to Kone every 30 seconds in idle state. This is now disabled by default, and masks are only sent when state changes occur or on successful connection.

> **Do not use** the `Poll=` string in the config for **vEL8.90.1318+**. Leave it out entirely.

### KoneStateTransferMode

Controls state transfer behaviour during polling. **Requires vEL8.90 MR2 controller software.** There is a discrepancy between source pages on the minimum version: the Elevator HLI page states vEL8.90.1318+; the Perceived Issues page states vEL8.90.1620+. Treat **vEL8.90.1620+** as the safe minimum, and do not assume availability on 8.90.1318.

| Value | Log indicator                                  | Notes                                                                                      |
| ----- | ---------------------------------------------- | ------------------------------------------------------------------------------------------ |
| `0`   | -                                              | Default prior to this change (kstmSAME\_STATE)                                             |
| `1`   | `NextStateFromTopState() -> kstmCURRENT_STATE` | Recommended                                                                                |
| `2`   | `NextStateFromTopState() -> kstmPOLLING_STATE` | **Recommended (preferred)**, processes messages in polling state while states have changed |

Set `KoneStateTransferMode=2` in the Elevator HLI config string.

## Known issues

### Known issues index

| Prompted error in CC            | Issue                                      | Details                                                                                                                                                                                                                                                                                                                                                                 |
| ------------------------------- | ------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Did not select a level at DOP   | Unable to select floor level on Kone panel | The Gallagher reader grants access (green light), but the KONE DOP screen does not respond, preventing the user from selecting a floor.                                                                                                                                                                                                                                 |
| (none, silent)                  | Config not taking effect, unsecured floors | Secure floor access settings not enforced because the **backup** Kone controller overrode the expected configuration.                                                                                                                                                                                                                                                   |
| Controller unexpected restart   | Removing `Poll=36000` triggers restart     | If `Poll=36000` is removed, the site will experience a controller unexpected restart where the HLI is connected and the elevator will not work. Send complete required HLI logs and configuration for investigation. (Note: this is in tension with vEL8.90.1318+ guidance to drop the `Poll=` string. See "Polling Interval" above and reconcile per site CC version.) |
| Default mask reply not received | Expected, controller retries               | Covered above under DefaultMaskTrackOption / SendTrack failure event. If there is no response within the Offline timeout, an alarm is raised and the controller continues retrying.                                                                                                                                                                                     |
| Bad configuration parameter     | Missing required Elevator HLI config       | If additional configuration in the Elevator HLI is not provided, CC raises a "bad config" event.                                                                                                                                                                                                                                                                        |

### Unable to select floor level on Kone panel (DOP)

**Symptom:** when a card is presented at a Gallagher reader on the **Destination Operating Panel (DOP)** side, the system logs the event as **"Did not select a level at DOP."** Although the Gallagher reader grants access (green light behaviour), the KONE DOP screen does not respond, preventing the user from selecting a floor.

#### Recommended investigation

Gallagher Technical Support should engage with the **KONE team** to verify whether the integration messages being sent include any unintended mask values. Specifically, **confirm that the mask does not contain a Car Operating Panel (COP) mask**, as this may disrupt expected DOP behaviour.

This check is advised when troubleshooting symptoms such as:

* "Did not select a level at DOP"
* Floor selection not registering on the DOP screen

#### Legend (mask configuration abbreviations)

| Abbreviation      | Meaning                        |
| ----------------- | ------------------------------ |
| **COP**           | Car Operating Panel            |
| **DOP**           | Destination Operating Panel    |
| **GDM**           | Global Default Mask            |
| **C**             | Connected                      |
| **D**             | Disconnected                   |
| **DD**            | Destination Default            |
| **F**             | Free                           |
| **S**             | Secure                         |
| **SD**            | Source Default                 |
| **COP\_GDM\_DEL** | COP Global Default Mask Delete |

#### Solution observed at other sites

**1. Gallagher configuration**

In the `[Gallagher]` section, add:

```
COP_GDM_C=DD=F(or S);
COP_GDM_DEL;
```

* `COP_GDM_C=DD=F(or S);`
  * Enables the user to view and select floors on the panel while integration is in a **connected** state.
  * Configurable for Free or Secure mode.
* `COP_GDM_DEL;`
  * Deletes any existing COP mask that may be misconfigured or causing the issue.

**2. Additional configuration**

```
DOP_GDM_D=DD=F(or S); SD=F(or S);
COP_GDM_D=DD=F;
```

* `DOP_GDM_D=DD=F(or S); SD=F(or S);`
  * Ensures all levels are visible and not secure (or secure) on the DOP while the integration is in a **disconnected** state.
  * Configurable for Free or Secure mode.
* `COP_GDM_D=DD=F;`
  * Allows the elevator to function independently (without integration) when in a **disconnected** state.

> **Note:** after applying these changes, **remove the HLI item and reassign it to the controller** to re-initialise the settings.

### Config not taking effect - unsecured floors

**Symptom:** secure access zones are configured for specific floors in the Kone ELI system (for example requiring card access to reach Level 1), but **users are still able to select these floors from the hall DOP** without authentication.

#### Root cause

The issue stems from the **backup Kone Group Controller (KGC)** taking over. This fallback controller may not have the updated configuration, or could be overriding the intended secure behaviour, resulting in unrestricted access despite correct settings in the Gallagher Command Centre.

#### Observations and investigation summary

* Secure access zones were correctly set in Gallagher Command Centre.
* Despite this, Level 1 could be selected freely from the hall DOP.
* **Wireshark analysis** showed consistent DOP-specific mask packets from the Gallagher Controller 6000.
* 12 mask packets observed: 1 for primary and 1 for backup KGC per DOP.
* The issue occurred when the **backup KGC became active**, leading to a configuration mismatch.
* Swapping back to the **primary KGC** restored expected secure behaviour.
* KONE confirmed potential configuration differences between primary and backup KGCs.

#### Solution

* Reverting control to the **primary KGC** resolved the issue.
* Ensuring **both primary and backup KGCs have identical configuration settings** is critical.
* KONE is investigating discrepancies between the two controllers.

> **Note:** after applying changes, remove the HLI item and reassign it to the controller to re-initialise the settings.

#### Things to double-check

1. **Controller role status** - confirm which KGC (primary or backup) is currently active.
2. **Configuration sync** - ensure both KGCs are synchronised with the latest secure floor settings.
3. **Mask packet consistency** - verify DOP-specific mask packets are consistent across all panels.
4. **Floor arrangement mapping** - double-check that floor numbering aligns with the physical layout (for example Level 1 = 3rd floor).
5. **Post-change testing** - after any configuration update, test card access at all terminals to confirm expected behaviour.

***

🔗 **Related**

* [Kone ELI Configuration](/knowledge-hub/products/integrations/elevators/kone/kone-eli/kone-eli-configuration.md). The full config string and item setup.
* [Kone ELI](/knowledge-hub/products/integrations/elevators/kone/kone-eli.md). Architecture and reader behaviour.


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