How to Troubleshoot Access Denied in BEST OFFLINE V and G Series Locks

ISSUE: Cardholders are being denied at locks when badges/pin codes are being presented. To understand why the credentials are being denied access, a report on the transactions at the reader should be run. Since this is an offline reader, this is a multi-step process. The history will need to be retrieved from the reader, uploaded back into the Onguard/B.A.S.I.S software, and a report ran.

Step 1: Retrieve history from the lock.
For this step, you will need the portable laptop/netbook/tablet, the transfer cables, and a flash drive if your set up is using portable memory.

Plug into the lock with the programming cables.

Open Transport application. There is usually an icon on the desktop.

Right click on the reader in the hardware list and select "Get History".

Enter the lock password.

Swipe a card or enter a pin code.

Once completed, the Transport program will display a message X history events uploaded.

Close Transport program.

Remove the flash drive and plug it into the BASIS/OnGuard computer.

NOTE: During the get history process, the history writes to the BasisOfflineSeries.sdf file on your flash drive or to the BasisOfflineSeries.sdf file indicated in your directory.


Step 2: Upload history into System Administration.

Start Transport Tray and the COM Server to Upload the history to System Administration.
The history can be manually uploaded via the Sync drop down menu in the Transport Tray application.

Place flash drive into the USB port on the BASIS/OnGuard computer.


Start the BASIS/OnGuard Communication Server. (Computer with network icon)


Start the Transport Tray application. (Grey flash drive icon)




Step 3: Run a Report

The reports can be found under the administration drop down menu in System Administration.

Once reports open, click on the reader report tab.

Place a check mark on the icon next to the reader you wish to report on.

Place a check mark on the icon next to the 'Access Denied' report.

Filter the date and time. 

Click the preview button to preview the report.


Message  Meaning How to Correct
Invalid Issue Code The issue code on the reader is out of range for the issue code on the card. Download the reader and configure the lockset.
Denied Count Exceeded Denied attempts is not a feature that is supported on BEST G series guest locks. 

Remove the denied attempts feature from the Guest or Offline Guest locks by logging into system administration, locating the reader, clicking on the settings tab in the properties, clicking on the Modify button and changing the count to 0. Click the OK button and download the reader.

Invalid card

1. The cardholder does not have access to the reader via an assigned access level or room assignment.

1. Verify the cardholder access level assignments.

2. The cardholder is attempting to access the reader outside the allotted timezone.

2. Verify the timezones associated with the access level connecting the reader to the cardholder.


3. There is a holiday in effect that would prevent access in the current access level.

3. Look at the holidays set up in Timezones and then verify the H1-H8 checkboxes are not enabled on the timezone associated with the access level if the cardholder should be granted access during that time.

 4. The reader has the wrong date or time.  4. Verify the date/time on the transport device (PDA/Netbook/Notebook) and then reprogram the reader.  
 5. The cardholder's credentials are expired.  5. Search cardholders for the denied badge. Click the modify button and update the deactivate date for the badge.
Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Limited Warranty on Information: The documents contained on this website are distributed as is, without warranty of any kind, either express or implied, including but not limited to implied warranties for the document’s quality, performance, merchantability, or fitness for any particular purpose. Neither BEST Access Solutions, Inc., nor its dealers or distributors shall be liable to the user or any other person or entity with respect to any liability, loss, nor damage caused or alleged to be caused directly or indirectly by this information.