HELP CENTER

EXPERIENCE LIVE SUPPORT

As self-storage becomes more inundated with technology, the risk of technical issues also increases. PTI Security Systems™ understands how this can affect your bottom line and offers live support to its customers to get them back up and running with minimal inconvenience.  Simply call our LIVE SUPPORT team based in North America and one of our technical support specialists will be happy to assist you.

  • LIVE SUPPORT PHONE: 866.240.7602
  • LIVE SUPPORT HOURS: Monday-Friday, 10:00AM – 7:00PM EST.

    (Make sure to have your support PIN when calling in. Call your PTI representative if you need help)

It’s absolutely awesome that PTI is doing live support! I’ve needed support recently, and it had been difficult to get through, but the live support is a wonderful improvement.

FREQUENTLY ASKED QUESTIONS

StorLogix FAQ

If your tenant Access Level keeps changing to the incorrect number after correcting it in StorLogix, it is likely set incorrectly in your Facility Management/Accounting Software.  The setting in that software will overwrite what is in StorLogix when it sends data over about that tenant.

You can find the Serial number on your sales order.   If it is not there for some, tech support will need the sales order number to generate a Serial Number for you.

Right-click on the taskbar. Open task manager. Scroll down the list of apps running until you find the LogixServer service. Right-click on item, then left-click on end task. Reset the FXT board using the SW1 button in the top left-hand corner of the board. Hold for 3 seconds. Open the control panel. Click on Administrative Tools. Click on services. Scroll down the list until you find LogixServer. Right-click on item. Left-click on start service. Run the LogixServer dashboard setup. Select type of connection and follow prompts.

First, try to restart your entire computer. Save all your work, if any. Close all your software. Restart the entire computer. Allow the computer to complete the entire restart sequence. After the computer has completely restarted, allow 15 more minutes to pass before trying to start your software. Start your software, take note of any software error that might display, and verify if your software is now working. 

Navigate the URL at the top of the error screen - C:\Users\User\AppData\Local\PTI_Security_Systems\LogixServerDash.exe_Url_20gvevqvxna5cydtwj2y2kpuijsqvbbt\5.1.7.0. Delete the user.config file. If the AppData folder is not accessible, click on view at the top of the screen, then options, then change folder and search options. In the folder options window, click on view. Click on show hidden folders and files. Apply. Open LogixServer. GUI should display no errors.

You will need to perform the following steps:
1. Create a backup of your StorLogix database from your old computer by going to File>Backup in StorLogix. This should be saved on an external driver to allow it to be transferred to your new computer easily.
2. Install StorLogix by running setup.exe from the installation media.
3. After StorLogix has been installed, copy the backup file generated in step 1 to C:\PTI\Backup on the new computer.
4. Go to Start>All Programs>PTI Security Systems>StorLogix>Restore Site Data. This will allow you to restore the site’s data from the backup located in C:\PTI\Backup.
Once the backup has been restored, and StorLogix has been opened, please perform the following steps in LogixServer Dashboard:
1. Under the Options menu, select 'Show Sites Managed by Other Machines'
2. Click on the link that shows the old computer’s name that was running StorLogix.
3. When prompted if you would like to run LogixServer on this PC, select YES.
Please note that you may need to run through the LogixServer setup wizard to establish a connection.

You will need to turn on Free Late Exit so the customer can exit even when it is after hours. Under Setup > Falcon XT, click on the advanced button in the lower left corner of the window. In step 4 you will find a section for Late Exit. Set the mode to Free Late Exit.

You will need to turn on Free Late Exit so the customer can exit even when it is after hours. Under Setup > Falcon XT, click on the advanced button in the lower left corner of the window. In step 4 you will find a section for Late Exit. Set the mode to Free Late Exit.

Right-click on the taskbar. Open task manager. Scroll down the list of apps running until you find the LogixServer service. Right-click on item, then left-click on end task. Reset the FXT board using the SW1 button in the top left-hand corner of the board. Hold for 3 seconds. Open the control panel. Click on Administrative Tools. Click on services. Scroll down the list until you find LogixServer. Right-click on item. Left-click on start service. Run the LogixServer dashboard setup. Select type of connection and follow prompts.

EasyCode FAQ

Make sure to verify the last name and access code in the StorLogix program.   Sometimes if there is an addendum to the last name, such as Jr., that will get sent as part of the last name field and sometimes not depending on the accounting program.   Also, having the first digit of an access code as 0 can cause issues, so we do not recommend starting an access code with the number 0.

FalconXT and Keypads FAQ

This indicates a communication issue between the keypad and the Falcon XT controller on the RS-485 network. This error usually indicates a power or wiring issue. You will need to contact your installer or one of the PTI partners to correct the hardware issue.

This indicates a “COMMunication ERROR” of the Falcon XT controller on the RS-485 network talking to a device like a keypad or card scanner. This error usually indicates a power or wiring issue. You will need to contact your installer or one of the PTI partners to correct the hardware issue.

The keypad will need to be properly addressed so that it is identical to the keypad that is being replaced. Follow these steps:

  1. Press the *, 0, and # keys on the keypad at the same time. If performed correctly, the keypad will prompt you to enter a setup code. Enter 8898, then press #.
  2. Use the # key to toggle through the menu options until you see the option for device address. Use the touchpad to enter the desired device address, then press #.
  3. The next screen will show the device’s current RS485 baud rate. The default setting is 9600, as most sites are configured for this baud rate.
  4. Continue to press the # key until you get back to the main screen of the keypad.

The device has been tampered with or opened by an individual. The device’s optical tamper could be dirty and requires cleaning. External factors such as rain and condensation inside the keypad’s housing causing the keypad’s optical tamper sensor to be triggered.

We recommend taking the following steps to temporarily disable the tamper feature in your keypad until the device can be checked by a PTI partner for damage or sealant issues.

  1. At the keypad displaying the tamper message, hit the *,0, and # keys at the same time.
  2. Enter the setup password of 8898 when prompted, then use the # key to progress through the menu.
  3. When you reach the message “Tamper Sensor is:” use the * key to toggle the status to DISABLED.
  4. Use the # key to progress through the remaining menu options until the keypad returns to the normal time and date.

There are two places in the StorLogix software where the site name appears. The first is under Setup > Company Info. The second is under Setup > Falcon XT Setup. The site name in the Falcon XT Setup is the one that is sent to the Falcon XT for display in the keypads.

Miscellaneous FAQ

First, check under Tools and Open Door/Gate to make sure the gate is not being held open by the software. This is most likely a hardware failure that will require troubleshooting with test equipment to resolve. The best option for the site is to call a local gate technician to check the gate operator, vend input, vend wiring, and PTI vend relay to that gate. The PTI System only sends a command to open the gate. Once the gate is open, it is on an internal timer within the gate operator to close. The gate should close itself. The cause of the failure to close could be one or more of the following: Malfunctioning Gate Operator (machinery outside that drives the gate, shorted vend wiring in the conduit, or Shorted relay on the PTI System.

International Contact Information

Australia, New Zealand, Asia

Sales: +61 1300 798 860
Sales Email: 
apac-sales@ptisecurity.com

Support: +61 1300 159 473
Australasia Support Email:
apac-support@ptisecurity.com

Operations Email:
apac-operations@ptisecurity.com

Europe

Unit 3
57 Windsor Avenue
London SW19 2RR
Phone: +44 208 540 2713
Website: www.ptisecurity.co.uk
Email: sales@ptisecurity.co.uk

LatAm & Caribbean

Phone: 800-331-6224
Email: sales@ptisecurity.com

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