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FAQs

What Pure Access Cloud features require a device to have an active connection to the server?

Resolution: ie: If a device is offline or disconnected, these will not function for that device:- History reporting- Custom Rules- Alerts- Host Commands: Compile, Admit, Lock Down, Schedule, Unlocked, Lo...:

What are “Credential Add” history events in Pure Access Cloud?

Resolution: *These events apply to Schlage Reader Controller devices only (RC11, RC15, RCK15)When a credential is enrolled in an Engage linked Pure Access Cloud tenant, a partial compile is sent to any real-ti...:

What are Credential Delete history events in Pure Access Cloud?

Resolution: *These events apply to Schlage Reader Controller devices only (RC11, RC15, RCK15)When a credential is deactivated from an active user in an Engage linked Pure Access Cloud tenant, a partial compile...:

What do the access point symbols mean on the Pure Access Cloud Dashboard Widget?

Resolution: Following is the description of icon function on Pure Access Cloud Dashboards. Please note if you do not have a door position sensor (DPS) enabled for the access point, you will not get icon (...:

When should I run a Compile in Pure Access Cloud?

Resolution: Isonas Technical Support recommends running a Compile after making ANY changes in Pure Access Cloud, such as adding or deactivating users or credentials. This is to ensure the access points get the...:

Why do I have a user getting ‘Decline Credential Not Found’ events in Pure Access?

Resolution: 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...:

What is the ‘ADA Relock Delay’ credential special property?

Resolution: Please keep in mind that the following ONLY applies to Pure Access Cloud accounts that have been linked to Engage to support the Schlage RC Reader-Controllers and Schlage NDE/LE Wireless Locks. The...:

What does ‘Device Disconnect’ and ‘Device Connect’ events mean in Pure Access Cloud?

Resolution: ‘Device Disconnect’ and ‘Device Connect’ events are normal in Pure Access Cloud as long as the disconnect lasts approximately 15-30 seconds. These can be caused by Pure Access Cloud updates or upda...:

What replaced the B571 indicator deadbolt?

Resolution: Allegion discontinued the B571 on April 1st, 2024 and replaced with B572. See the available B500 indicators here.:

Does the B500 deadbolt or B600 deadbolt offer an indicator kit?

Resolution: The B500 and B600 series indicators are only available with a complete deadbolt. There are no parts or kits available for purchase separately. :