The keypad does not open doors or grant access. It shows “This device is out of service, please see the manager”.

The keypad is offline. Please hold the reset button on the power supply unit in your Communications room for about 30 seconds and release. Test keypad again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@nullptisecurity.co.uk

Keypad shows ACCESS GRANTED when code is entered but does not open the gate/door/shutter/barrier.

On StorLogix select the TOOLS menu and OPEN DOOR/GATE and make sure the door is not being held closed via the software. If it is, select it and click on RELEASE. Try the code again. If the problem persists, please email us on: service@nullptisecurity.co.uk

Keypad says “please wait” and does not do anything.

The keypad is offline. Please hold the reset button on the power supply unit in your comms room for 30-60 seconds and release. Test keypad again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@nullptisecurity.co.uk

The keypad shows “This device has been tampered with” and does not do anything.

The keypad is offline. Please hold the reset button on the power supply unit in your comms room for 30-60 seconds and release. Test keypad again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@nullptisecurity.co.uk

The keypad screen is blank and does not respond to any pin codes.

The keypad is offline. Please hold the reset button on the power supply unit in your comms room for 30-60 seconds and release. Test keypad again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@nullptisecurity.co.uk

The date and time on the keypads are not correct.

Go to the TOOLS menu on StorLogix and SET TIME/DATE. check the time again and if still not correct, ensure the PC is showing the correct time. If the problem is still not resolved, email on: service@nullptisecurity.co.uk

Keypad, Gate & DoorWhen an Access card is swiped, the keypad shows: Try card again.

The swipe reader need to be cleaned via a cleaning card. These are readily available from electrical supply stores. If cleaning does not resolve the issue contact us to arrange an engineer by emailing: service@nullptisecurity.co.uk

My gate/ Shutter does not close, what do I do?

Please ensure the door is not being held open via the software. If not, please note that PTI keypads only open doors and closing of any type of doors is controlled by the door automatic mechanism. Please contact your door manufacturer/ service provider.

When a correct pin code is entered the keypad shows: Access Denied, Area Closed.

The settings of the customer does not allow them access to this area. Please email us on: service@nullptisecurity.co.uk

When a correct pin code is entered the keypad shows the message: Access Suspended.

The customer may not be up to date with their payments and access has been suspended. If this is not the case, ensure that the access has been granted if using a management software and resend the settings to the Access control software and test the pin code again. If the issue is still not resolved send and email to: service@nullptisecurity.co.uk

No alarms are going off on some or all the storage units, what do I do?

Hold the reset button on the power supply unit in your Communications room for about 30 seconds and release. Test a door again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@nullptisecurity.co.uk

I open one door but another door goes into alarm or shown as open, what is going on?

This seems like a mux and channel mix up. Please open the other door and see what comes up on the system. Contact us for assistance on: service@nullptisecurity.co.uk

Alarms are constantly going off and not stopping. What do I do?

Hold the reset button on the power supply unit in your Communications room for about 30 seconds and release. If the issue is not resolved, contact us to arrange an engineer by emailing: service@nullptisecurity.co.uk

My vacant units do not alarm when opened. What is the problem?

The default settings on StorLogix is set to off. If you require all the vacant units to be turned on, depending on software permissions on your access you can tick the box which says Vacant Unit Alarms under SETUP > Falcon XT. If you have no access to this feature, please email us on: service@nullptisecurity.co.uk

My graphics are not up to date. It shows incorrect customers to be onsite, alarm when all is cleared etc.

The Graphics PC may not be communicating with the Access Control System. Most issues are resolved by restarting your Graphics PC and then go to TOOLS and Update Graphics on your StorLogix computer after the Graphics PC restarts. If the issue is not resolved, contact us to arrange an engineer by emailing: service@nullptisecurity.co.uk

Doors are showing open on the graphics but they are closed. Why is that?

It is possible that the contact inside a units are misaligned, damaged or the door is pushed by overfilled unit, the door may have dropped slightly and widened the gap between the contact and magnet. If the damage is with the door, you will need to contact the installer company to repair. If anything other issues are present, email service@nullptisecurity.co.uk and request and engineer visit.

I have received a graphics update file. How do I load it?

We always supply a detailed instructions letter along. If you do not have this. Follow these easy steps to update your graphics layout:

  • On the PTI Graphics PC, close the running graphics by clicking on the X on top right corner. If you are requested to enter a password, enter 8898 and click on OK or Enter button.
  • Using a memory stick or any other storage device transfer the update file to: C:\ Program Files\ Site Builder. And remove your old layout. Your old layout will have the same name as the new one but a lower version. For example Mystorage v.6 needs to replace Mystorage v.5. Failing to delete the old one may confuse the software and run the old layout.
  • Open the Site Graphics program and on StorLogix PC under TOOLS, click on Update Graphics. The new layout should gradually change colour and run.

If the above does not happen, send an email to: service@nullptisecurity.co.uk

My graphics are too large or too small. How can I change the zoom level?

Click on the CONFIG button at the bottom right corner of your graphics and select the tab Scroll, Pan and Zoom and adjust the panning zoom and click OK. Once you have changed it you will need to stop and start the graphics from scrolling for the change to take effect.

How do I change the default colour settings on my graphics program?

Click on the CONFIG button at the bottom right and select the desired colour from the list. Then stop and start the graphics. If you are still experiencing problems, email us on: service@nullptisecurity.co.uk

How do I setup my StorLogix app?

Follow the link below for the instruction to setup your StorLogix mobile app. Please note only StorLogix versions 4 and above are compatible with the App.

http://www.ptisecurity.com/products/storlogix-mobile/quick-start/

I do not know much about StorLogix. How do I get some information?

Under the help option on your StorLogix software, you can access the full manual for StorLogix.

How do I rent a unit?

Please note if you are using a Management Software, you will need to perform all the rental related functions under this and not directly via StorLogix. However in some cases, you may have to rent a unit directly. In order to do so, go to User Operations and Rent Unit. You can choose from an existing user or enter new customer details.

How do I vacate a unit?

Please note if you are using a Management Software, you will need to perform all the rental related functions under this and not directly via StorLogix. However in some cases, you may have to vacate a unit directly. In order to do so, go to User Operations and Vacate Unit. You can choose from an existing user or enter new customer details.

My event log shows only a limited number of events. How do I look further back?

You can either click on Event Viewer on the same page (Alarms and Events) or go to Reports and run a report of your choice and go back to as long as there is data stored. The reports will allow a print or export to various different formats.

How do I open my door/gate/shutter which is controlled by keypad?

If this is configured to be manually triggered, you can find it under Tools and Open Door/Gate. Select the entry point of your choice and click on open to trigger it or hold open to keep the door open. Please note that some doors do not accept a constant command and cannot be held opened via StorLogix.

I just rented a unit and can see it rented to the customer but the pin code does not work. What is wrong?

Ensure that your LogixServer is open and is not offline. LogixServer is the software that links your StorLogix to the Controller and Access Control System. This is represented by a letter L in a blue, Green or Red circle showing the status. Green means online and running. Blue means online and Idle and Red means offline/ disconnected.

You can view the status at the bottom right corner of any window on StorLogix. If in Red, restart your PC and check again. If it is still not resolved, check the cable from PC to controller is plugged in at both ends (PC and Falcon XT controller). If all above is fine, send us an email to: service@nullptisecurity.co.uk

A Camera on the CCTV monitor is blank?

If you have had recent power cut, turn the DVR off and then on either from the Power button on the DVR or socket and turn it back on after a minute. If that does not resolve the issue the problem is with the camera or its components. Please send an engineer visit request to: service@nullptisecurity.co.uk

The camera image is distorted on the monitors, what is the problem?

There is a possibility of interference with other cables. Please send your engineer request email to: service@nullptisecurity.co.uk

Can the DVR recording be used as evidence?

Yes, the DVR records with imprinted date / time and with a watermark “the watermark doesn’t allow footage manipulation”, this footage can be submitted as evidence if required.

Will the DVR record pictures automatically?

Yes, the DVR is configured to save the images / pictures in different formats such as JPEG, AVI…

How long is the footage kept for?

Depending on the configuration, quality and the hard drive capacity, the DVR can record for at least 3-4 weeks and longer.

What happens when the hard drive is full?

Your Digital Video Recorder will record over the older footage every time the hard disc is full.

How can I make a backup?

The DVR has two different features to make a backup of the footage. (Menu>Record>Advanced>select the external device).

1.Export video data to a USB flash drive, removable HD or CD/DVD.
2.Export video clips during playback.

What is my IP, Username and password?

This information will not be revealed for security reasons. Other usernames are created during the installation of the system for the users which should be used. Their functionality and access to the configuration of the system will be limited. For further help send your emails to: service@nullptisecurity.co.uk

What is minimum PC requirement to use the CCTV viewing software?

Please see below for the minimum requirement specification to run the software. Please note that these are the very minimum requirement and if you are using the PC for other programs, you need to increase the specifications accordingly.

Operating System: Microsoft Windows 7; Windows 8 (32 bit), Windows XP (32-bit operating system).
CPU: Intel Pentium IV 3.0 GHz or above
Memory: 2G or above
Display: 1024*768 or above
HDD space: 500 Gb or above

What happens when the hard drive is full?

Digital Video Recorder will record over the older footage every time the hard disc is full.

How can I search my video footage on my DVR ( day, time... )?

To access a this menu please press the search button on the front panel of the DVR or click the right button in your mouse and select search (may be password protected).

How can I make a backup / download the video footage?

To access the download menu press the search button on the front of the DVR panel or right click on the mouse on the software and select search (may be password protected). In the main menu the user can search by channel number, time and date to export the footage to an external device.
Some USB devices may not be compatible.

The default IP address, Password and User name in factory settings.

This information will not be revealed for security reasons. Other usernames are created during the installation of the system for the users which should be used. Their functionality and access to the configuration of the system will be limited. For further help send your emails to: service@nullptisecurity.co.u

Client Viewer software (Features and minimum requirements).

Note: Please remember that all the features that the DVR internally has such as recording options, backup / download footage, PTZ options… are available on the client viewer software therefore you can manage the same features remotely.

Your DVR come with a license free viewer software; we recommend the minimum PC specification according to the manufacturer.

  • PU Core 2 Duo 1.8 GHZ.
  • Graphic Memory 256MB.

What happens when the hard drive is full?

Your Digital Video Recorder will record over the older footage every time the hard disc is full.

How can I make a backup / download the video footage?

Export video data to a CD/DVD writer (this option is only available with Triplex Vista CDR model).

For the Triplex model without CD there is an option to connect an external device for SCSI port.

  • Press the “Search” button on the front panel of your DVR, and the search screen appears.
  • Press the “search” button again to select search filters. The available options are:
      • Search for date
      • Search for time
      • Search for recording method
      • Search for camera

What are the default password, the serial numbers of the DVR and System Information?

This information will not be revealed for security reasons. Other usernames are created during the installation of the system for the users which should be used. Their functionality and access to the configuration of the system will be limited. For further help send your emails to: service@nullptisecurity.co.uk

How do I capture and export evidence on QuickWave/ Wavelet?

  • Use the Disk Analysis screen in WaveReader to select and save the desired video data as .60d or .20d format.
  • Copy the file or files to the C:\Program Files\WaveReader\QuickWaveCD Folder.
  • Using the CD writer’s software, select all the contents of the C:\Program Files\ WaveReader\QuickWaveCD folder and burn onto a CD and end session for further use.
  • CAUTION: Do not select the QuickWareCD folder ot be written by the CD writer. Selce the contents of the QuicWaveCD folder to be written by the CD writer.
  • Test the CD by placing it in the CD drive of your computer. The QuickWave program should launch automatically and begin playing the footage.
  • The footage will not require installation of the WaveReader software on any other PC. It comes with a mini player for other PCs.