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How does the PDK system communicate to open the gate?
Keypad → Cloud node → Relay → Gate
A client reports the cloud node is offline. What is your FIRST recommended step?
Check status lights and perform / recommend a full power cycle
After power cycling the node, the issue persists. The client has a computer with an Ethernet port. What should you do next?
Transfer to AC Tier 2
Where do you view access control hardware installed at a facility?
Salesforce Facility account → Quick Links → Hardware
A customer needs help installing new gate hardware. What is the correct action?
Share the quick setup guide/article first
A brand-new facility wants to purchase access control. How should you handle it?
Assign to BDR team and set case to Open and transfer the call to the BDR queue
A customer says the codes work but the gate doesn’t open. The remote control ALSO doesn’t open the gate. What does this most likely indicate?
Physical gate issue (not access control)
A tenant gets “Access Denied” but should have access. What should you check first?
Tenant status and gate group rules in PDK
What feature allows gates to open automatically on a schedule on specific days?
Auto-Open rules
A gate opens at the wrong time of day. What should you verify first?
Cloud node time zone
How can you manually test a gate or door in PDK?
Use “States” (door icon) → Open
What does Delay Time control?
How long before the gate begins opening after a command
What is the FIRST step when a client reports their gate will not close?
Click Open then Close in the software
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