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FAQs

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. :

Are the B500 and B600 indicators available in French?

Resolution: You can order Locked/Unlocked in French. How to specify: Locked/Unlocked Inside - IS-LOCKFR Outside - OS-LOCFR :

Can you remove the mounting posts from the Falcon W series lock?

Resolution: The W series standard rose comes with removable mounting post to allow it to be installed on 2-1/8" bore door preps that do not have the mounting post holes drilled. See step 4 of the Falcon W...:

What is the size of the shaft arm screw on the senior swing operator?

Resolution: The hex head arm screw that holds the arm onto the shaft of the senior swing motor is a ¼ -28 x 7/16 Hex head screw.:

Can you still get the RX switch for the old Chexit device?

Resolution: The old RX switch is no longer available for the older Chexit devices. If you have an older Chexit device that needs a new RX switch then that would require a new Chexit device.: