> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/smb/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/smb/help-resources/troubleshooting/configuration.md). # Configuration 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](https://app.halo.gallagher.com/installer/index.html). * 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. Refer to [Installer Portal overview > Technicians tab](https://help.security.gallagher.com/smb-installer-portal/installing-gallagher-smb/installer-portal-overview#technicians-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](https://help.security.gallagher.com/smb-installer-portal/installing-gallagher-smb/configuration/configure-areas#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?** Scenario: *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 'Tags' option within Site Configuration > Credentials > [Edit Credentials](/smb/site-configuration/site-actions/credentials/edit-credentials.md#site-uses-tags) * Change the Area's 'Locally Disarm Area' setting to 'Single Factor'. [Using Key Tags, Cards, or User Codes to access an area](https://help.security.gallagher.com/smb-installer-portal/installing-gallagher-smb/configuration/configure-areas#using-key-tags-cards-or-user-codes-to-access-an-area) **How do I configure the double badge for arming functionality?** The double badging functionality for arming in non-configurable. If Tags are enable, arming via the action of double badging at a reader is automatically applied to the site. **The Door state is not reflecting correctly** Scenario: *The current state of the door output is not reflecting correctly on the SMB app. The door is currently locked but on the app its state is open. When someone opens the door, the state is locked. Readers are working.* Occasionally, a Door's status can get out of sync in the Cloud. This can appear in the Customer app as the Door showing the wrong status per 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 Gallagher SMB with details of the Door with the problem. Gallagher SMB are investigating the source of this issue actively. **How do I add a user to more than one site?** 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. [Managing Multiple Sites](https://help.security.gallagher.com/smb-installer-portal/managing-multiple-sites) **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. **'Tags' toggle is missing from Site Details** This setting is under Site Configuration > Credentials > [Edit Credentials](/smb/site-configuration/site-actions/credentials/edit-credentials.md#site-uses-tags). **'User Code Length' is missing from Site Actions** This setting is under Site Configuration > Credentials > [Edit Credentials](/smb/site-configuration/site-actions/credentials/edit-credentials.md#site-uses-tags). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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