Power Cycle the Controller - Turn the controller off and on to reset its state. This simple step can often resolve temporary issues.

Verify Network Connectivity - Confirm that the controller’s IP address is reachable by pinging it from a computer on the same network. - Check if you can access the controller’s web interface to ensure it is responsive.

Check Host Communication Settings - Ensure the controller’s host communication settings are correctly configured. Verify that the communication port (e.g., 3001) is set properly and not blocked by a firewall.

Wait for Synchronization - After making changes or replacing a controller, wait 5-10 minutes for it to come online. If it remains offline, proceed with further troubleshooting.

Verify Firewall Exceptions - Ensure that the controller can communicate with Genea’s cloud servers. Confirm that outbound traffic to the access control cloud is allowed and that required firewall rules are in place. - For example, check that Port 41 to Host IP mercury-api.sequr.io is not blocked.

Check DNS Settings - Ensure the primary and alternate DNS settings are correctly configured. While specific values may vary, commonly used DNS settings include 8.8.8.8 and 8.8.2.2.

Update IP Settings - If the controller’s IP address has changed, verify that the new IP is correctly configured and accessible. Power-cycle the controller after making changes to apply the new settings.

After Replacement - If a controller has been swapped, confirm the host communication settings and power cycle the panel. Genea support can assist with forcing a synchronization once the controller is online.

Persistent Offline Status - If the controller remains offline despite troubleshooting, the issue may be related to the local network infrastructure. Engage IT personnel to investigate potential network blocks or filtering.

Wireless Locksets - If wireless locksets stop working after a controller’s IP change, update the network settings in the wireless lockset or bridge management interface. Ensure they can communicate with the controller on the new network/IP.