Troubleshooting the Kisi Terminal Pro
Introduction
Kisi provides the following guidelines to help you diagnose common issues with the Kisi Terminal Pro. Please note that Kisi does not oversee your network configurations. If you encounter advanced networking problems (such as firewall rules, DHCP setup, or VLAN settings), consult your IT department or network administrator before proceeding.
Terminal Pro not functioning
Possible causes
Power or Ethernet connectivity issues
The Terminal Pro requires Power over Ethernet (PoE). Faulty cables, incorrect wiring, or an insufficient PoE source can cause the device to not power on or connect.
Improper installation or mounting
Misalignment, improper securing of the mounting frame, or installation behind obstructive materials (e.g., glass or metal) may interfere with reader performance, especially for mobile credentials.
Unconfigured or unassigned reader
If the Terminal Pro has not been assigned to a place or configured in Kisi's dashboard, it will not function properly.
QR code scanning errors
Incorrect positioning, poor screen brightness, or damaged QR codes can prevent successful scanning. Reader surface or environment lighting may also affect performance.
Credential misconfiguration
If a user is not properly assigned to a group with access rights or the group is not linked to the intended door/elevator, access will be denied.
Environmental issues
Extremely low temperatures (below 32°F / 0°C) can affect the performance of RFID and NFC credential reading.
Troubleshooting steps
Step 1: Verify power and Ethernet
- Ensure the Terminal Pro is connected to a PoE-compliant Ethernet source using a Cat6 or better cable.
- Confirm that the reader powers on and the LEDs illuminate.
Step 2: Inspect physical setup
- Confirm that the unit is not mounted behind glass or metal that could interfere with wireless signals.
- Ensure the reader is properly seated in its mounting frame and all screws are secured.
Step 3: Confirm reader assignment
- Sign in to the Kisi dashboard and verify that the reader is assigned to the correct Place.
- Check that the reader is linked to a valid door or elevator and has a unique token and name.
Step 4: Test QR scanning
- Make sure the QR code is displayed on a well-lit screen with a light background.
- Hold the code 4–8 inches (10–20 cm) below the blinking light area of the Terminal Pro.
- Clean the scanner surface if dirty or smudged.
Step 5: Check user and group configuration
- Ensure the user is added to a group and the group has access to the door or elevator assigned to the Terminal Pro.
Step 6: Consider environmental conditions
- If operating in cold weather and HID/EM card performance is poor, contact Kisi Support for further guidance.
Quick checklist: Terminal Pro not working
- PoE source is supplying power and connectivity
- Properly mounted and unobstructed installation
- Reader assigned to correct Place and hardware in dashboard
- QR code is visible, clean, and held at correct distance
- User belongs to a group with correct access permissions
- Unit is within operating temperature range
Need more help?
Contact Kisi support
Remember to provide detailed information
- Terminal Pro'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.