Frequently asked questions when troubleshooting about configuration
Why can’t I log into the SMB Installer Portal?
There are three main issues that will affect your ability to log into the Installer Portal: using the wrong URL, your organization isn’t set up or you as a technician aren’t set up.
Please ensure you are using the correct URL - SMB Installer Portal
If your organization has not been set up, please contact your Distributor (NZ & AUS) or your Gallagher Representative (USA).
If your organization has been set up, all technician management can be done by someone in your organization.
Installer Portal overview > Technician Tab
A user has a user code and privilege to disarm but the code won’t disarm the system.
Ensure the Area's Locally Disarm Area setting to Single factor.
Using Key Tags, Cards or User Codes to access an area.
How do I get the ASSIGN TAG option to show in the Credentials screen?
Trying to assign a tag to a user but there is no ASSIGN TAG in the Credentials screen.
For Tags to be used on a site –
Enable the "Site uses tags" option within the Site Details menu
Change the Area's Locally Disarm Area setting to Single factor.
Using Key Tags, Cards or User Codes to access an area.
The door state is not reflecting correctly – how do I fix is?
The current state of the door output is not reflecting correctly on the SMB app. The door is currently lock but on the application its state is open, when they open the door, the state remains lock. Readers are working.
Occasionally Door status can get out of sync in the Cloud.
This can appear in the Customer app as the Door showing the wrong status to what is shown in the Installer Portal Door Status page and selecting the Lock/Unlock option in the Customer app will have no effect on the status.
A workaround is to try a Restart override for the Controller from the Installer Portal - Controller properties.
If that doesn't fix the status, contact SMB with details of the Door that has the problem.
SMB are investigating this issue and will hopefully have a fix soon.
How do I connect two sites together?
To add an existing user to another site, the site manager for the other site needs to create the user with the same email and phone number used for their current SMB account.
The user will then be able to add the new site to their app by either:
· clicking ‘complete registration’ in the invite email without re-downloading the app,
· or when they login to the app the next time, a prompt will pop up asking them to accept the invitation to the new site.
Alarm Transmitter not connected events
If the Alarm Transmitter is enabled in configuration but it is not connected, events will be continuously raised. These may appear as 'Alarm Transmitter evDIALLER_WARNING_NO_MODEM'. To stop these events being raised, either connect the Alarm Transmitter device to the Controller or disable it in the site's configuration.