Troubleshooting encoders

When encoding or reading a key fails, an information box identifies the following problems:

  • When communication between the encoder and workstation fails.
  • When the encoder is offline.
  • When the encoder is busy.
  • When a key is not presented to the encoder within the expected delay.
  • When the key is damaged, corrupt or uses unsupported technology.
  • When communication fails at the Server level.

Is the Ambiance Client required/installed?

You must install the Client on every workstation where a USB encoder and / or Maintenance Unit is required. From Ambiance, download the Client. A total of three files are required: Ambiance_Client.exe, serverURL.config, and token.txt.

Do not install the Client on the Ambiance Server.

Follow the instructions for each of the following wizard pages.

  1. On the Welcome page, click Next.
  2. On the License Agreement page, accept the terms of the license agreement then click Next.
  3. On the Choose Destination Location page, choose where to install Client files, then click Next. The default location is recommended.
  4. When notified the installation is successful, click Finish.

Is the encoder connected to the workstation and configured correctly?

The initial configuration of an encoder requires that you connect the encoder to the Ambiance workstation using a USB cable. By default, the device emits an audible beep and flashes a green light to indicate a successful connection. If you configure the encoder to connect using the USB method, the encoder must remain connected to the workstation.

Configure an encoder for USB

  1. Plug the encoder into the workstation.
  2. In Device Management, click New Encoder.
  3. Specify a unique name that does not exceed 50 characters. This name displays in the list of encoders.
  4. Specify a number to identify the encoder to the PMS (Property Management System). Valid values: 0-99. (Ambiance currently supports MICRO FIAS, Saflok Web Service, and Saflok IRS.)
  5. Select the MAC address of the encoder. The value is automatically detected when you connect the encoder to the workstation.
  6. Select USB.
  7. Click Save.

Configure an encoder for TCP/IP

Before starting, verify that a port is open for inbound communication on the Ambiance server (typically, configured during initial server installation).

  1. Plug the encoder into the workstation.
  2. In Device Management, click New Encoder.
  3. Specify a unique name that does not exceed 50 characters. This name displays in the list of encoders.
  4. Specify a number to identify the encoder to the PMS (Property Management System). Valid values: 0-99. (Ambiance currently supports MICRO FIAS, Saflok Web Service, and Saflok IRS.)
  5. Select the MAC address of the encoder. The value is automatically detected when you connect the encoder to the workstation.
  6. Select TCP/IP.
  7. Select whether to obtain an IP address automatically. If using DHCP, select YES.
  8. Select whether to use the Server name or IP address, then specify the correct information.
  9. If not using DHCP, specify the IP address for the encoder including the subnet mask and default gateway.
  10. Click Save.

Are you still having a problem encoding or reading keys?

To prepare for troubleshooting, review the following log:

C:\ProgramData\dormaKaba\Ambiance\logs\Services\DokaClient.exe.log

Troubleshooting steps:

  1. Make sure that the Ambiance Client Service is running on the workstation. Go to Services and check (or restart) the Ambiance service.
  2. Verify the physical connection between the encoder and the workstation. Unplug and plug in the encoder. Make sure that you hear 2 beeps and that the lights are on under the encoder.
  3. Verify encoder In Device Manager:
    1. Unplug the encoder from the workstation.
    2. Open Device Manager.
    3. Plug in the encoder.
    4. Verify that a new HID-Compliant Device appears and it is not in an error state.
  1. Verify IP address:
    1. Go to: C:\Program Files (x86)\dormaKaba\Ambiance Client\Services\ClientServices and open the file DokaClient.exe.Config

      (in Notepad).
    2. Verify that the correct server IP address is in the following lines:

      <add key="WebAPIUrl" value="http://ip_address/WebAPI/" />

      <add key="signalrURL" value="http://ip_address/WebAPI/signalr/" />
  2. In Device Management, make sure that the Encoder MAC address is not assigned to another workstation.

You may need to verify that a port is open for inbound communication on the Ambiance Server (typically, configured during initial server installation).

  1. If a USB encoder stops working follow these steps on the workstations:
    1. Go to Control Panel – Power Options.
    2. Click on Change Plan Settings.
    3. Click on Change Advanced power settings.
    4. Select USB settings.
    5. Select USB Selective suspend setting.
    6. Change both settings to Disabled.
  1. Is the encoder MAC address not showing up after the Client installation?
    • The Server was set up using either the Server name or IP address.
    • Install the Client using the Server name instead of IP address.
    • Perform a hard reset on the encoder:
      1. Unplug the encoder cable.
      2. Press and hold the reset button at the back of the encoder.
      3. Insert the encoder cable to power encoder (while still pressing and holding its reset button).
      4. Keep pressing and holding the encoder reset button for 2 more second then let go of the reset button. You should hear 5 quick beeps if the encoder reset is successful.
If the problem persists after troubleshooting, contact dormakaba Support.