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FAQs

How to confirm if a device is online and connected?

Resolution: To see if a networked reader, such as RC04, IP-Bridge, RC11, RC15, and RCK15 are currently connected to Pure Access Clout or Zentra:Go to “Access Points” Find the Access Point in question, and chec...:

Can a Zentra user have both NFC and BLE Mobile Credentials?

Resolution: A user can have either the NFC or BLE credential. If a user has BLE mobile and wants to upgrade to the wallet credential, they would need to have their permissions updated by a web-access admin use...:

What is a user's Notification Email in Pure Access Cloud?

Resolution: For a non-web access user to receive emails for Alerts, Scheduled Reports or Custom Rules, a notification email can be added to their user profile in the "Edit User" menu.:

How to replace an access point in Pure Access Cloud

Resolution: I am trying to replace an access point in Pure Access Cloud by changing the MAC address but am getting an error message:"You cannot replace this access point with the device entered"Please note tha...:

What is the required criteria for a Zentra web-access or mobile-access password?

Resolution: Your password must contain:At least 10 charactersAt least 3 of the following: Lower case letters (a-z) Upper case...:

What email address does a Zentra password reset request email come from?

Resolution: The email address is: [email protected]:

What is the fire rating for NDE locks?

Resolution: The fire rating for the NDE, NDEB, LE, LEB and XE360 locksets is: UL10C 3 hour:

What is the fire rating for Control series locks?

Resolution: The fire rating for the Control (BE467 and FE410) lockset is: UL10C 90 minutes:

How do connect Engage mobile app to NDE/NDEB if it is linked to a Gateway?

Resolution: Rotate and hold inside lever and present a credential. Immediately release lever after reader responds. Lock will flash yellow and mobile app can connect within 30 seconds.:

My Zentra web-access invitation link has expired. How do I get it re-sent?

Resolution: After an invite expires, the invited user can follow the "forgot password" process to create a password and gain access.Visit living.zentra.co in a web browser.Enter the email address that was invi...: