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Version: 8.5.6

What causes synchronization issues and how can they be resolved?

This guide helps you identify, analyze, and resolve typical synchronization issues between the main device and satellites in KentixONE.

Requirements​

  • Admin access to the KentixONE system
  • Access to the System Logbook
  • If necessary, access to Update and satellite settings

Step-by-Step Guide​

1. How do I recognize a synchronization issue?​

  1. Configuration changes are no longer transmitted to the satellites.
  2. New users do not gain access to the Doorlock despite synchronization being initiated.
  3. Measurement values from satellites are outdated or no longer displayed at all.
  4. Connection alarms/warnings are pending.

2. Identifying and locating the problem​

  1. Log in to KentixONE as an admin.
  2. Open the System Logbook and check the entries.
  • You can usually see which device (satellite/s) is causing the problem.
  • Pay special attention to entries between "Synchronization started" and "Synchronization completed" – you will find important hints here.

3. Possible causes and how to resolve them​

  1. Are the satellites online and accessible?
  • Is the power supply down?
  • Is there a communication issue in the network?
  • Are the satellite and main device in the same network/IP range?
  1. Different firmware/software versions on the devices
  • Solution: Update all devices to the same version. Refer to the article Update for guidance.
  1. Network or firewall changes
  • Kentix devices communicate over Port 443 (HTTPS). This port must be open in both directions. Please check this in the firewall.
  1. Changes to IP addresses
  • If the IP address of the main device has changed, it must be adjusted in the satellite settings of all satellites.
  • If the IP address of one or more satellites has changed, it must be updated in the main device.
Please check these points before opening a support ticket

To simplify handling, attach a system analysis of the affected device while synchronization is running when opening a support ticket. Proceed as follows:

  1. Start the system analysis with a runtime of 15–20 minutes on the affected device.
  2. Start the synchronization process on the main device.
  3. Monitor the system logbook on your main device.
  4. When the message "Synchronization completed" appears, wait for 1–2 minutes and end the analysis.
  5. The file will be automatically downloaded to your PC.
  6. Attach this file to your support request.

Tips & Tricks​

  • Contact our support if in doubt – they will gladly assist you with problem analysis.

Troubleshooting​

  • Check and align firmware/software versions
  • Examine network settings and firewall (Port 443)
  • Verify the power supply of the devices

Glossary​

  • Synchronization: Alignment of configuration and data between the main device and satellites.