As a general rule of thumb, if you are getting ‘Decline Credential Not Found’ but the decline event in Pure Access Cloud shows the correct username and badge ID for that user, then the issue likely has to deal with access control rights. The user doesn’t have access to the door that is giving the decline. This can easily be confirmed on the Access Control page using the Users and Access Points filters. Select the user from the Users picklist and save and then select the access point from the Access Points picklist and save. If no Weekly Rules show then this means that specific user is not a part of any rule that allows access to that specific access point.
If the ‘Decline Credential Not Found’ includes System Admin for the username and raw data for the badge ID, the issue can be more complex. It may include the credential not being enrolled, not being enrolled properly, the access point bitmask may be set to a different format, the access point may not be completing compiles, etc.
You can always call Isonas Technical Support for assistance. We are available Monday through Friday, from 6am until 5pm mountain time, at 877-671-7011 option 2, option 2, option 3.
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