When something goes wrong
What usually goes wrong in an installation and what to do in each case, and how to ask Abriu for help.
Before calling Abriu, these are the most common cases and what solves each.
The hub does not install
Thirty minutes passed and the panel does not open, the manager got no e-mail and the status page does not show the system.
| Likely cause | What to do |
|---|---|
| No internet on the cable (network LED off, or the router without internet) | Check the cable and the switch port; test the internet with a laptop on the same cable. |
| A firewall or proxy blocking outbound traffic | See What the hub reaches on the internet and allow the destinations, or use another network. |
| Code expired or already used | Ask Abriu for a new code (minutes) and write the card again with the new file. |
| A newer code was generated after the card was made | Only the newest code works: ask Abriu for its file and replace user-data again. |
| Card written with Imager's customization | Write it again without customization and replace user-data again (see The card). |
| Wrong image (Lite, or 32-bit) | Write it again with Raspberry Pi OS (64-bit) with a desktop. |
| Weak supply (red LED blinking or going off) | Replace it with the model's official supply. |
| Faulty card | Try another card from a known brand. |
If none of this solves it, Abriu can read the installation's log on the hub itself when it has internet; tell support
the site's <id> and the time you turned it on.
The panel does not open
- "Error 530" or "tunnel": the hub is off or without internet. Check power and cable. If the hub is up, tell Abriu.
- Is the address right? It is
https://<id>.abriu.app, with the registration's<id>, nowww. - The panel opens but the login does not go through: the manager uses the registered e-mail. "Esqueci minha senha" sends a new link.
The manager did not get the e-mail
The e-mail to create the password only goes out after the system comes up on the hub. Check the spam and the registered e-mail (Abriu can check and correct it). As a last resort, Abriu resends the invitation.
Terminal offline on the panel
| Likely cause | What to do |
|---|---|
| The terminal's address changed | Restore the fixed IP or the DHCP reservation, or correct the address under Dispositivos. |
| Wrong password | Check the activation password; five failures in a row lock the terminal for some minutes. |
| Terminal and hub on different networks | Put both on the same network, or let the hub reach the terminal's port 80. |
| Terminal off or without network | Check the 12 V supply and the cable. |
| Very old firmware | Update from Hikvision's site, with Abriu told: some firmwares change the interface. |
Testar conexão, on the terminal's page, says exactly what the hub heard from it.
Failed jobs on the home page
Envios com falha, on the home page, counts the jobs sent to a terminal that failed and still ask for attention. Open Sincronizações, the run that failed, and see the reason on each job: the terminal offline, a refused photo, the wrong door on the terminal's record.
- Once the cause is fixed, Reexecutar com falha sends again.
- A failure that no longer matters (a terminal that was removed, a person who moved out) is marked with Ciente das falhas, on the run, or Marcar como ciente, on the job. It stays in the history, with who marked it and when, and stops counting on the home page. If it is re-run and fails again, it counts again.
- A failure a later job fixed (the same person, sent to the same terminal, went through) stops counting by itself, and the failed job shows what fixed it.
- Several runs at once: tick them in the Sincronizações list (Selecionar as com falha ticks every run of the page that failed). A bar shows how many are ticked and how many failures they hold, with Ciente and Reexecutar; before acting, the panel lists each run and what changes in it.
Right after the hub is updated, the jobs to a terminal may stay pending for a few seconds: the hub reads again what each terminal does (fingerprints? QR codes?) before sending, so it never sends what the terminal would refuse. If the terminal does not answer part of that reading (its verification modes), the hub keeps what it knew and reads again a minute later: a terminal without a fingerprint reader, like the DS-K1T343MWX, is never taken for one that has it.
Reenviar on a person sends everything again, fingerprints included: the hub deletes their fingerprints on the terminal and sends the ones it keeps. The terminal does not take a fingerprint on top of another with the same number, so a resend that fails with "o terminal já tem uma digital com esse número para a pessoa" comes from an earlier version of the hub.
The face is not recognized
- Backlight or sun on the camera: see Mounting. A light in front of the terminal solves most cases at night.
- A poor photo at registration: facing forward, no sunglasses, cap or mask, with the face filling the photo. The panel resizes the photo, but does not improve a dark one.
- Height: people much taller or shorter than average may need to step back.
- Is the person on the terminal? Under Pessoas, their row shows each terminal and whether it is synced. "Falhou" has the reason on hover, with what the terminal refused ("Enviar digital: o terminal recusou a digital (400)"). The terminal's Resumo shows who is missing on it: see Checking a terminal.
An invitation's QR code does not open the door
Under Acessos, the attempt's row says why:
- QR de convite encerrado (invitation QR no longer valid): the invitation or the event had ended or was cancelled.
- QR sem acesso a este dispositivo (QR code not valid on this device): the door is not one of the invitation's doors. Invitations go to the doors of the guests group, and events to those of the events group (Configurações).
- QR code recusado (QR code rejected) on an Intelbras terminal, without anyone's name: check that QR Code desprotegido is on in the terminal's web page. See Intelbras terminals.
- No row at all: the terminal did not read the code. Turn the phone's screen brightness up and hold the code still, facing the camera, a hand's width away.
Wrong time on the accesses
The terminal has the wrong date, time or time zone: see Date and time. The hub sets its own time over the internet.
Red light or a lightning bolt on the hub's screen
Under-voltage: the supply does not cope. Replace it with the official one. Abriu is told by the fleet when it happens and may ask for the replacement.
The hub stopped responding
Unplug it, wait 10 seconds and plug it back in: the hub comes back on its own in a minute or two, and the terminals keep opening the door meanwhile. If it happens again within days, tell Abriu: it may be the card or the supply.
How to ask for help
- Through the panel, whoever has the support permission opens a ticket under Suporte: category, subject and message. The answer comes by e-mail.
- Through the contact agreed with Abriu (the installation day's support).
- Always say: the site's
<id>, what happened, the time, and a photo of the terminal's or the panel's screen when there is an error message. Abriu sees the hub from afar (version, terminals, network, power), but not what is in front of the terminal.