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Troubleshooting the Kisi Controller Pro 2

Introduction​

This guide helps you troubleshoot and resolve common issues with the Kisi Controller Pro 2. Kisi does not manage your network setup. For advanced networking concerns (firewall rules, DHCP, VLAN settings), contact your IT department or network administrator.

Controller Offline, All Board LEDs Off​

Possible Causes​

Power Supply Issues​

Insufficient or unstable power from the outlet or the power adapter.

Power Cable or Connector Issues​

Damaged, loose, or improperly connected power cable or terminal block.

Hardware Malfunction​

Physical damage or internal malfunction.

Troubleshooting Steps​

Step 1: Verify Power Source​

  • Confirm the power adapter is securely plugged into a working outlet.
  • Test the outlet using another device.
  • Use a multimeter to confirm the adapter output is 24 V DC at 2.5 A.

Step 2: Inspect Power Cables and Connectors​

  • Check cables/connectors for visible damage, looseness, or corrosion.
  • Securely reconnect cables to the terminal block connector.

Step 3: Examine Controller for Physical Damage​

  • Inspect the controller for visible damage (cracks, burns, broken parts).
  • If damage is identified, contact Kisi Support immediately.

Checklist​

  • Verified power adapter and outlet.
  • Inspected power cables and connectors.
  • Checked controller for physical damage.

Controller Offline, Load Fault LED Lit​

Possible Causes​

Incorrect Voltage Level​

Power input is outside the acceptable voltage range (20–28 V DC).

Power Cable or Connector Issues​

Loose, damaged, or incorrectly connected power terminal block connector.

Output Relay Short-Circuit​

Short-circuit detected in output relay(s) (relay numbers 1–4).

Troubleshooting Steps​

Step 1: Verify Power Adapter Output​

  • Use a multimeter to confirm adapter voltage (24 V DC at 2.5 A).

Step 2: Inspect Terminal Block Connections​

  • Ensure all power cables/connectors are secure and undamaged.

Step 3: Test Output Relays for Short-Circuits​

  • Disconnect power from the controller.
  • Remove wires from the output relay terminals.
  • Wait 5 minutes, reconnect power without relay wires.
  • Check if the Load Fault LED remains illuminated.

Checklist​

  • Verified power adapter voltage.
  • Inspected terminal block connections.
  • Tested relays for short-circuits.
  • Confirmed LED status with relays disconnected.

Controller Offline, Red Status LED Lit​

Possible Causes​

Network Physical Connection Issue​

Faulty Ethernet cable, connectors, or router/switch ports.

Inactive Ethernet Port​

On Kisi Controller Pro 2 models below revision number 553xxxxxx, Ethernet may be disabled while Wi-Fi is active.

DHCP Server Issue​

Controller unable to receive a valid IP address from the network DHCP server.

Incorrect Subnet or VLAN Settings​

Controller network configuration mismatch with subnet/VLAN.

Network Security or Firewall Restrictions​

Firewall or security rules blocking network traffic to/from the controller.

Troubleshooting Steps​

Step 1: Review Controller Details (Kisi Dashboard)​

  • Confirm IP address and controller revision here.
  • For revision number below 553xxxxxx, use the BlinkUp procedure to activate Ethernet.

Step 2: Verify Controller Uptime Metrics​

  • Review uptime metrics for frequent disconnections here.

Step 3: Restart Controller (Power Cycle)​

  • Disconnect power.
  • Wait 5 minutes.
  • Reconnect power to request a fresh DHCP IP address.

Step 4: Perform a Network Ping Test​

  • From another network-connected device, ping the controller IP address.
    • Success: Network connection active; firewall/security issue likely.
    • Failure: IP or DHCP problem, cable or hardware issue.

Step 5: Inspect and Replace Network Components​

  • Replace Ethernet cable.
  • Switch to a different known-working router/switch port.

Checklist​

  • Checked controller IP and revision.
  • Completed BlinkUp (if applicable).
  • Verified uptime metrics.
  • Restarted controller (power cycled).
  • Conducted ping test.
  • Inspected/replaced Ethernet cable and port.

Need more help?​

Contact Kisi support​

Remember to provide detailed information

  • Controller's Device ID
  • Logs, screenshots, or videos of the issue
  • Your network setup details (if applicable)
  • Steps you have already taken

Including these details helps Kisi support diagnose the problem more quickly and accurately.

Last updated on by vincentsepe