Which web browser can I use to log in to my
account?
We support Internet Explorer™ 9, 10, and 11 as
well as the latest stable versions of Firefox, Chrome, and Safari.
The Brivo Onair interface is not displaying
properly.
Make sure you are using a supported browser.
The DVR functionality uses ActiveX Controls that require you to use Internet
Explorer™ 9.0 as your browser and to allow this browser to install these
controls on your system. Other functional elements, such as OVR functionality,
require the Flash™ Player.
My computer won’t let me install the Flash™
Player.
Some computer networks prevent users from
installing software of any kind. Please contact your network administrator for
assistance.
When I click certain links, nothing happens.
You might be trying to open a popup window,
but your browser is suppressing popup windows or your browser is disabling
JavaScript™. Check the Settings, Options or Privacy and
Security menu and make sure that popup windows are permitted at this Web
site, and that scripting is enabled. Alternatively, a popup blocker application
is preventing certain windows from opening. Try turning off the popup blocker
during your session or instructing the popup blocker to allow popup windows at
this Web site.
My computer asks me to accept a cookie
when I log on.
Click Accept. A cookie is used to
create a session between your computer and our server. If you reject or disable
cookies, you won’t be able to log on.
I got kicked out of my session.
As a security precaution, sessions are
terminated after 20 minutes of inactivity. If you are transferred to the Administrator
Login page in the middle of your session, re-enter your login information,
and your session will continue where it left off.
Some of my data seems to have disappeared.
Where did it go?
Another Administrator for your account may
have edited your permissions (i.e. changed which groups and sites you can view
or edit). Click the Setup tab then
the Administrators tab then click on
your Administrator ID to view your
permissions. For further assistance, please contact your Master Administrator.
There appears to be new data in my account.
Where did it come from?
See the previous question.
Why are some links and navigation tabs grayed
out or missing?
There are a number of tasks that cannot be
performed by Assistant Administrators.
Some of these include accessing lockdown creating groups, editing group
privileges, and, in some cases, creating schedules. Please contact the Master
Administrator of your account for assistance.
I can’t reach the Web site at all.
Make sure your Internet connection is active:
Can you go to other Web sites? Are you able to check email? If you are able to
reach other Web sites, but not this Web site, please contact Technical Support.
I just added cards to the Card Bank, but they
don’t work.
Cards don’t work until they are assigned to
users. If you attempt to use a card that has not been issued to a user, you
should receive a Failed
Access: Card never issued
message in the Activity Log. Tip: Before adding a range of cards, add
one or two, then assign them to users, and then test them.
I created a new user, but his or her card
isn’t working.
Was the user’s card added to the Card Bank
correctly? (Did you enter an incorrect facility code or choose the wrong card
format?) Try deleting the card from the Card Bank, then re-adding the card,
then re-assigning it to the user.
Or, does the user belong to a group with
correct privileges? Go to the User List and click the user’s name. Then, Click
the group (or groups) to which the user belongs. Does the group have permission
to access the door in question (at the time in question)? Please note, only the
Master Administrator and Senior Administrators can create groups and edit group
privileges.
I deleted a user. What happens next?
The user is removed from any group(s) to which
he or she belongs. As a result, his or her access privileges are terminated. If
a deleted user attempts access with his former card or PIN, you should receive
a Failed Access: User was deleted message in the Activity Log.
After deleting a user, should I delete his or
her card from the Card Bank?
No. If you delete it, you won’t receive Failed Access messages if the card is presented at a reader.
I deleted a user and repossessed his or her
card. Should I delete the card from the Card Bank?
No. Leave it in the Card Bank so you can issue
it to another user at a later date.
Can I “undelete” a user?
No.
A user’s card or PIN stopped working.
Was the user deleted or suspended by another
Administrator of your account? Does the user belong to a group with appropriate
privileges?
Or, have the user’s access privileges expired?
Go to the Users/Groups section and click the user’s name. Make sure the
user is within his or her effective date range. If the user’s access privileges
have expired, you can re-activate the user by editing or erasing the Effective
To date.
Or, is the door in question observing a
holiday period? Go to the Schedules section, and then see if any
holidays are in effect at that door at that time.
Or, is there a problem with the card reader?
Does it appear to have lost power? If you suspect the problem is related to the
reader or door hardware, please contact your dealer immediately.