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FAQs

What to do when an error shows MAC address is already in use.

Resolution: First thing we will want to do is make sure that the MAC address you are using matches the number on the box and sticker on the reader. If they are both the same and match the MAC being used to com...:

What is the earliest Android OS version that Isonas Mobile will work with?

Resolution: Security support is only available for Android OS 13 and newer. Anything earlier than this will not successfully be able to establish a secure BLE connection with our RC readers. As of 7/2025:

If a user has multiple credentials, is there a process to “Mass Activate” these creds?

Resolution: No there is no way to “Mass Activate” credentials. We also do not recommend one user having a multitude of credentials. The recommendation is that the user be connected to a rule that gives ac...:

How does a user get access in Zentra?

Resolution: If a user was invited, but the invitation expired before the user could accept, the invitation cannot be resent. However, for a user to gain access, it is a simple correction: &nbs...:

What email address does the Pure Access System send emails from?

Resolution: Pure Access Cloud: [email protected] Living: [email protected]:

What is the maximum supported wiring distance between the Isonas RC03/04 and the ASM?

Resolution: The maximum wiring distance supported, as the ASM/EDK uses RC232 one-way communication, is 50’.:

What material is used to make the bearings of Ives Aluminum Geared Continuous Hinges?

Resolution: The bearings of Ives Aluminum Geared Continuous Hinges are made of nylon.:

What is the difference in 200 and 210 modes?

Resolution: These are both standalone/no-tour modes. 210 mode is Wi-Fi enabled for periodic check-in. 200 mode Wi-Fi is not enabled. :

What is Wi-Fi error ref code 04 on CTE?

Resolution: This means the Wi-Fi circuit on the CTE controller has failed to turn on. Power cycling the controller will correct this in most cases. :

Can MT20w operate in Wi-Fi mode?

Resolution: As of September 1st, 2025 this is no longer an option for adding or updating credentials. The MT20W must be set to USB mode to add credentials. But, Wi-Fi can be used to update firmware if b...: