Category: Cloudvue Access Control

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Cloudvue Advance Replacement RMA Process – North America

Description 

Please use the following steps when creating a Cloudvue Advance Replacement RMA in North America.

Solution

Complete the normal Cloudvue RMA Process for North America, see KB #13217 for instructions.

From the RMA Salesforce Case Email Will Anderson <will.anderson@jci.com>  requesting that he create a sales order. 

The email should include the following information:

  • Partner:
  • Account:
  • Device MAC Address(es):
  • Device Model(s):
  • Contact Name
  • Contact Phone #
  • Contact Email
  • Shipping Priority:
  • Shipping Address:
  • Description:

IMPORTANT:  Since the RMA case will be assigned to Neal Johnson make sure to follow the Salesforce Case so you will get notifications when emails are sent to the RMA case.

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Cloudvue 23.9 Release Notes

Cloudvue-–-23.9-Release-Notes_draft1_cs-1-2.pdf
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Cloudvue Access – Allowing Bluetooth permissions

Description

When using Cloudvue Access to allow opening of doors in near by the application needs to have permission to use bluetooth

Product

Cloudvue Access

Steps to Reproduce

  • Open Cloudvue Access
  • Login
  • Select near by tab

Expected Results

You see all doors near by

Actual Results

No doors are seen in near by but location tab shows all doors

Solution

You need to make sure the application has permission to the devices bluetooth via the settings.

Samsung

  • Select settings on your device.
  • Select apps.
  • Select Cloudvue Access.
  • Select Near By devices.
  • Ensure this is set to Allow.

iOS

  • Select Settings on you device.
  • Scroll down to Cloudvue Access and select it.
  • Ensure Bluetooth is on.
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Cloudvue Release Process

Description 

The Cloudvue release process involves multiple components and regions.  In addition to the cloud software there are C2C, Cloudvue Manager, Cloudvue Mobile and Cloudvue Access.  Generally, software will release to NA first and if no issues are detected to EMEA and AU a few days later.  This pattern is followed for each component with C2C and Cloudvue Manager released together.   The complete release cycle can take several weeks before all components to be completed.

Cloud

Engineering must  supply a cab file containing all the cloud components such as OS, Database, anything that runs in the cloud to the SRE team for approval.  Once approved it is then implemented by region, replacing all current Cloud components. 

You can view the release summaries outlining what enhancements, fixes and integrations have been made by logging into Cloudvue Manager and going to https://dashboard.cloudvue.com/releases

Cloudvue Gateways

When available software updates can be manually applied to individual Cloudvue Gateways via Cloudvue Manager.  In addition, Engineering can automatically push update to Cloudvue Gateways using the release manager.    https://dashboard.cloudvue.com/releases/manage

C2C

Software updates for C2C devices are like Cloudvue Gateways with the exception that the updates are not automatically pushed.  C2C devices must be manually updated.

Cloudvue Mobile

Software updates for Cloudvue Mobile are made available through the appropriate play store.

Cloudvue Access

Cloudvue Access consists of the mobile application which can be updated through the appropriate play store and the KT-1 controller software and firmware which can manually be updated from the devices page in Cloudvue Manager.

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Changing The Cloudvue Account for a KT-1 Access Controller

Description 

Account changes cannot be made through Cloudvue Manager.  A ticket will need to be raised with engineering so they can  make the necessary changes in the cloud database.

Product 

  • Cloudvue Access
  • KT-1
  • ioSmart Readers

Solution

  • Gather the following information to include on the engineering ticket.
    • Controllers MAC
    • Controllers URL
    • Current Account Name
    • Current Account URL
    • New Account Name
    • New Account URL
  • Create Engineering Request

See AES-497 for an example.

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Adding a Kantech KT-1 with ioSmart Reader to Cloudvue

Adding a Kantech KT-1 with ioSmart Reader to Cloudvue

This video will walk you through connecting a Kantech KT-1 controller using an ioSmart Reader to Cloudvue. Be sure you have followed the steps in a separate video on configuring the KT-1 Controller for Cloudvue Mode before proceeding.

  • After connecting your ioSmart Reader to the KT-1 controller, connect the system to your network to communicate with Cloudvue.
  • Add the ioSmart Reader to the account before adding the KT-1 controller.
  • Press the Account button, then choose the Devices tab.
  • Click the Add New Device button and select Add Mobile Access Device.
  • Enter a Name.
  • Enter the Serial Number, located on the back of the reader, followed by a dash and the confirmation code, also on the back of the reader.
    Example: 123A456B-CD78
  • Select Function Mode. Choose Panel Based (Mobile Credential Reader) when using with a controller, such as the KT-1.
  • Panelless installations of ioSmart Readers do not have controllers, such as the KT-1, they are standalone readers.
  • Select the Location.
  • Save changes.
  • Add the KT-1 Controller. Return to the Devices tab and press the Add New Device button, then select Add Access Control Device.
  • With the controller added, enter the controller’s settings to associate the ioSmart Reader with the controller. From the settings page, select the Readers tab.
  • Check the Mobile Credentials box, allowing uses to use the Cloudvue Access mobile app as well as cards and fobs.
  • Use the drop-down selector beside the ioSmart Serial number field to select the previously configured ioSmart Reader.
  • Click Save.

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Kantech ioSmart Reader Firmware Update Tool

This video walks users through the process of updating the firmware of ioSmart Readers using the ioSmart Reader Firmware Update Tool over an RS-485 connection.

  • A Kantech ioSmart Reader’s firmware can be updated through a connected controller, such as the KT-1.
  • There may be situations where you wish to update several readers prior to deployment or when performing a panelless deployment where you do not have a controller. Firmware may be updated over RS-485 using Kantech’s ioSmart Firmware Upgrade Tool.
  • You will need an RS-485 output device such as the Kantech USB-485 module. This device connects to a PC’s USB port and provides RS-485 output terminals to connect to the reader. You can also achieve this with many third-party USB and RS-232 to RS-485 converters.
  • Login to Kantech’s website and navigate to Software Downloads. Click to expand Door Controllers and Readers before selecting ioSmart.
  • Download the latest ioSmart Reader firmware as well as the ioSmart Reader Firmware Upgrade Tool.
  • Extract the ioSmart Reader firmware from the downloaded ZIP file.
  • Connect the converter module to your PC.
  • Locate the COM port used by your PC using Device Manager. Note the COM port used by the converter module.
  • Use some spare wire or low voltage jumper wires to connect the converter to the terminals on the back of the reader.
    • If using Kantech’s USB -485 module:
      X+ to D1/X+
      X- to D0/X-
    • If using third-party converter:
      TX+ to D1/X+
      TX- to D0/X-
  • Provide 12 VDC power to the reader. Connect the positive wire to the PWR terminal and negative to GND.
  • Run the ioSmart Reader Firmware Upgrade Tool. The first time it is run it will warn it cannot find the Defaults file, this can be ignored.
  • Use the drop-down menu to select the COM port you noted earlier in Device Manager. Test the connection using the Get FW Version button. Wired correctly, this should return the version currently loaded on the reader.
  • Click the Firmware Upgrade button, then select the extracted firmware file from the ZIP file with the .BIN file extension.
  • Clicking Open will begin the update immediately.
  • When the upgrade is finished a Success message will appear. You can then close this window and the reader will restart.

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Incorrect Data Centre Registering KT-1 to Cloudvue

Description 

When converting a KT-1 to Cloudvue mode sometimes the datacenter does not save to the correct location.

Product 

  • Cloudvue Manager
  • KT-1

Steps to Reproduce 

  1. Setup a KT-1
  2. Convert this to Cloudvue mode and select the data centre

Expected Results 

Data centre is saved as EMEA or AU

Actual Results 

Data centre still says North America and it is not on any data centre

Solution

Ensure the KT-1 is on FW version 3.09

Ensure you can access the Cloudvue and there are no network ports blocked

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KT-1 Controller with ioSmart Reader Wiring

KT-1 Controller with ioSmart Reader Wiring

This video shows example diagrams on wiring a Kantech ioSmart reader to the KT-1 and KT-1 PCB single-door controllers.

The diagrams displayed in the video can also be viewed below.

KT-1 Single Gang controller and ioSmart Reader
KT-1 PCB controller and ioSmart Reader

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No Remaining Seats for Doors Error

Description 

The “No remaining seats for doors” error will occur when attempting to assign door access to a user on a door that does not have a subscription.

Product 

  • Cloudvue
  • Cloudvue Access

Steps to Reproduce 

  • From Cloudvue
  • Navigate to Account > Credentials > Add Credential
  • Fill in the appropriate fields under the Credential tab
  • Select the Options tab
  • In the Access section
    • click Assign Custom
    • select the dropdown list for the appropriate door
    • set to Always Valid
    • click the + “plus” icon to assign to the user
  • Select Save

Expected Results 

The user saves without error

Actual Results 

The user fails to save and the error “Error occurred in saving credential.” is displayed. Selecting “Show more” displays “No remaining sets for doors”

Solution

Increase the number of AMS Controller Managed Access subscriptions (TCSACONDOORM – Controller Managed Access Per Door)

Cloudvue

Cloudvue Manager