Why is the logo on my reader not illuminated?

 The power supply is disconnected or not supplying enough voltage.

Edge - Either wiring at the reader, or at power supply has been disconnected. Double-check both. 

Pro - Either wiring at the reader or at the power supply has been disconnected. Double-check both connections to bring the reader back online. Lack of power to the access control system may also cause this - double-check the wiring connecting the reader to the panel. 

Why is my reader constantly rebooting (beeping, showing red LED, turning off, turning on, beeping)?

The reader is power cycling OR the power supply is disconnected or not supplying enough voltage. 

Power cycling: Try resetting reader in the Proxy App. If this does not resolve the issue please email support@proxy.com to escalate. 

Not enough power: 

Edge- Either wiring at the reader, or at power supply has been disconnected. Double-check both. 

Pro- Either wiring at the reader or at the power supply has been disconnected. Double-check both connections to bring the reader back online. Lack of power to access control system may also cause this- double-check the wiring connecting the reader to the panel. 

Why is my reader’s logo purple?

The reader is in the process of updating. Wait a few minutes, as the reader should return to normal once updating is finished. 

The reader is still purple after waiting more than 10 minutes for the update to be done, what can I do?

Try resetting reader in the Proxy App. If this does not work, try manually resetting the reader by disconnecting and reconnecting the black and red wires. If this does not resolve the issue please email support@proxy.com to escalate. 

The reader does not acknowledge my phone when it’s near or touched to the reader? 

This is most likely caused by either a permissions issue or a Bluetooth issue. 

Permissions Issue: Be sure user has been granted access through Proxy Mobile Access Manager. Users need to be added to the org, as well as the relevant group, and all groups need to be associated with access points in order to allow ingress. 

Bluetooth Issue: Be sure that Bluetooth is enabled. If it is, toggle airplane mode to disconnect all existing Bluetooth connections & reconnect it for a strong connection.

Reader flashes red when I tap my phone and am in range?

Permissions issue. 

The reader will flash red and beep twice if a user is denied access due to lack of permissions. Ensure that the user in question has the correct permissions within the Proxy Dashboard. Users need to be added to the org, as well as the relevant group, and all groups need to be associated with access points in order to allow ingress. 

Pro Only: Reader flashes green then immediately red? 

Permissions issue on the access control panel.

Ensure that the user in question has the correct permissions within the ACS panel, in addition to within Proxy. 

Why did I have to open the app to get the reader to unlock?

This is most likely a geofence/ locations issue.

Be sure location services are always enabled if a user is terminating app between uses. If the user prefers to keep location services turned off, they will need to open the app in order to unlock Proxy reader every time, unless they do not ever terminate the app.