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Troubleshooting the Kisi Reader Pro 2.1

Introduction​

Kisi provides the following guidelines to help you diagnose common issues with the Kisi Reader Pro 2.1. 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.

Reader not powering on​

Possible causes​

Power issues​

The reader might be receiving insufficient or unstable power from the PoE switch or injector. Confirm your PoE source supports IEEE 802.3af (44–57 VDC).

Network cable problems​

Damaged or loose RJ45 connectors can interrupt power delivery. Using cables below Cat6 or exceeding 100 meters can also lead to power issues.

Hardware malfunction​

Physical damage or internal component failures can prevent the reader from powering on. Look for visible cracks or loose parts.

Troubleshooting steps​

Step 1: Verify the power source​

  • Confirm that your PoE switch or injector meets IEEE 802.3af standards.
  • If using a PoE injector, make sure the cables are in the correct ports (Data/Power Out → Reader, Data In → Switch/Router).

Step 2: Inspect LEDs​

  • Check if the large front LED or the smaller LEDs (visible once the backplate is removed) light up at all.

Step 3: Perform a 5-minute power cycle​

  • Unmanaged PoE switch: Unplug the power or remove the reader’s cable for at least 5 minutes.
  • Managed PoE switch: Disable PoE on the port for at least 5 minutes, then re-enable.
  • Manual unplug: Pull the Ethernet cable from the reader’s pigtail for 5 minutes.

Step 4: Check the network cable​

  • Ensure you’re using Cat6 or higher.
  • Inspect for any damage or loose connectors.
  • Keep the cable run under 100 meters.

Step 5: Isolate the reader​

  • Connect the reader to a known-working PoE switch or injector.
  • Try a different port or a new Cat6 cable to rule out a bad port or cable.

Quick checklist: reader not powering on​

  • PoE source is IEEE 802.3af-compliant (44–57 VDC)
  • Front/back LEDs are off, confirming no power indicator
  • Attempted a 5-minute power cycle
  • Cable is Cat6 or better, undamaged, and under 100 m
  • Tested a different PoE port or injector

Reader is offline (red LED)​

Possible causes​

DHCP server issue​

The reader may not be obtaining a valid IP address if there are DHCP conflicts or misconfigurations.

Incorrect subnet/VLAN settings​

A mismatch in the IP address, subnet, or VLAN configuration can stop the reader from communicating.

Firewall or security restrictions​

Certain ports or IP ranges may be blocked. Ensure that necessary traffic is allowed in your network rules.

Faulty hardware ports​

A defective port on the router, PoE switch, or injector can prevent proper data flow.

Damaged or loose RJ45 connectors​

Physical cable damage or poor connector terminations can degrade or block network signals.

Inadequate Ethernet cable type/length​

Using cables below Cat6 or exceeding 100 meters can cause signal loss or connectivity drops.

Troubleshooting steps​

Step 1: Check reader details​

  • In the Kisi dashboard, review Reader Details for any assigned IP address.

Step 2: Verify reader uptime​

Step 3: Power cycle the reader​

  • Unplug the Ethernet cable for 5 minutes, then reconnect. This prompts a fresh IP request.

Step 4: Ping test​

  • Successful ping: The reader is on the network but may be blocked from reaching the Kisi Controller (e.g., firewall rules).
  • Failed ping: The reader may not have a valid IP or there’s a hardware/cable issue.

Step 5: Examine cable and connectors​

  • Swap in a known-working cable and port.
  • Use a PoE tester or cable tester if available.

Quick checklist: reader offline (red LED)​

  • Confirm IP address in Reader Details
  • Check reader uptime or latency metrics
  • Perform a 5-minute power cycle
  • Ping the reader’s IP to confirm network visibility
  • Try a different cable or PoE port if there’s no response

Reader not scanning NFC physical credentials​

Possible causes​

Physical credential antenna issue​

NFC cards, tags, or fobs with damaged antennas may fail to scan.

Reader NFC chip failure (highly unlikely)​

A malfunction in the reader’s NFC component can prevent it from detecting any physical credentials, but this scenario is extremely rare. All other debugging steps should be exhausted first, as the NFC chip itself seldom breaks.

Troubleshooting steps​

Step 1: Perform a 5-minute power cycle​

  • Disconnect power (via PoE switch or manual unplug) for at least 5 minutes to reset the NFC component.

Step 2: Retry unlock and check logs​

  • If the LED is “breathing,” the reader is searching for a phone rather than detecting a card. Hold the card steady within ~1.5 inches (4 cm).
  • Check the event history to see if any attempt is logged.

Step 3: Verify NFC credentials​

  • Kisi credentials: Test on another reader, or use a different Kisi card on this reader.
  • Third-party credentials: Confirm compatibility and try another card known to work.

Step 4: Test with an NFC-capable Android phone​

  • If no second reader is available, unlock with a phone that supports NFC. Record timestamps or video for reference.

Quick checklist: NFC scanning​

  • Power-cycle reader for 5+ minutes to reset NFC
  • Check if the LED is “breathing” (phone detection mode)
  • Ensure NFC credentials are valid (Kisi or third-party)
  • Attempt scanning with a known-working card or NFC-capable phone
  • Consider the (rare) possibility of a failed NFC chip only after all other steps

Handwave and iOS phones not working (blue LED)​

Possible cause​

Potentially faulty BLE chip​

A persistent blue LED can indicate a potentially faulty Bluetooth module. This LED status alone does not necessarily confirm an unlock failure; it simply suggests the BLE hardware may be experiencing issues.

Troubleshooting steps​

Step 1: Perform a 5-minute power cycle​

  • Disable PoE or unplug the cable for at least 5 minutes to reset the BLE component.

Step 2: Observe the LED and test unlock​

  • Try again with Handwave or an iOS phone. If it remains unresponsive or the LED stays blue, contact support.

Quick checklist: handwave & iOS (blue LED)​

  • Power-cycle the reader for at least 5 minutes
  • Attempt unlock with iOS or Handwave
  • If still unresponsive (blue LED persists), contact support

Need more help?​

Contact Kisi support​

Remember to provide detailed information

  • Reader’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 Carl