Support & maintenance

Q: Why is the gate not opening?
A: Start by checking whether the system is online and communicating normally with the gate controller. If the connection is stable, verify that the vehicle has valid access permissions and that the permission has not expired. Also check the hardware status of the gate itself – a barrier or loop detector fault can prevent the gate from receiving the open command even when the system authorizes it. If everything appears correct in the system but the gate still does not respond, check the physical wiring and controller status on-site.

Q: Why does the gate open incorrectly – for example at the wrong time or for the wrong vehicle?
A: This is typically caused by one of three things: a misread license plate triggering the wrong permission, an overly broad permission rule that grants access beyond its intended scope, or a sensor triggering a false detection. Check the event log to see which vehicle or event triggered the opening, then review the corresponding permission configuration. If a misread plate is the cause, check camera positioning, image quality, and whether the OCR confidence threshold needs adjustment.

Q: Why is the camera not working?
A: First confirm that the camera has power and that the network connection is active. Check whether the camera appears online in the system and whether it is returning any images at all. If the camera is powered but not visible in the system, the issue is likely network-related – check the cable, switch port, and IP configuration. If the camera appears online but produces no images, a hardware fault may be present and the unit may need replacement.

Q: Why are the images poor quality?
A: Poor image quality is most commonly caused by a dirty or obstructed lens, incorrect camera alignment, or insufficient lighting at the capture point. Clean the lens and check for physical damage. Verify that the camera angle and focus are correctly set for the capture distance. If lighting conditions have changed, for example due to seasonal changes or new obstructions, the camera position or supplementary lighting may need to be adjusted.

Q: Why is license plate recognition failing or producing incorrect reads?
A: Recognition accuracy depends on image quality, camera angle, lighting, and plate condition. Check that the camera is correctly positioned and that the plate is fully visible and unobstructed in the image. Dirty, damaged, or non-standard plates will also affect read rates. Review recent failed reads in the event log to identify whether the issue is consistent or situational.

Q: Why are recognition events missing from the system?
A: If events are not being recorded, first check whether images are actually being captured at the trigger point. If images are present but no recognition result is logged, there may be a configuration issue with the OCR processing pipeline. If no images are being captured at all, check the camera status, trigger source, and system connectivity. Review the system logs for any error messages that can help identify where in the process the breakdown is occurring.

Q: What should I do if the system is not working?
A: Start with the basics – verify that the server is powered on and reachable on the network, and check that all connected devices are online. Review the system event log for any error messages or connectivity alerts that indicate where the issue started. If the system was working previously and stopped suddenly, check whether any network changes, power interruptions, or software updates occurred around the time of the issue. If you cannot identify the cause, contact Visy support with a description of the symptoms and the relevant log entries.

Q: Why is the system unresponsive or slow?
A: Unresponsiveness is often caused by a software process that has stopped responding, a database performance issue, or a resource bottleneck on the server. Try restarting the affected application or service first. If the issue persists after a restart, check server resource usage – CPU, memory, and disk – for signs of overload. A full system restart may be required in some cases. If the problem recurs regularly, it may indicate an underlying configuration or capacity issue that warrants a closer look with Visy support.