This guide is designed for Customer Support agents, on-site operations supervisors, and technical teams to rapidly diagnose, triage, and resolve issues with Axess Gatekeeper smart turnstiles.
What does it mean?
Axess turnstile terminals communicate in real time with the Palisis backend to authenticate bookings and actuate physical gate barriers.
When an issue occurs at the turnstile—whether caused by an invalid credential, a barcode misread, network latency, or a hardware communication drop—the terminal delivers immediate audio-visual feedback. Interpreting these indicators accurately allows on-site staff to resolve visitor roadblocks instantly and follow a structured diagnostic path when escalating technical faults.
What should I do?
Terminal status & feedback matrix
Use the visual display, LED colours, and chime patterns to determine the exact system state and guide front-of-house staff on the appropriate action:
| Visual screen prompt | LED Color | Audio feedback | System state meaning | CS / usher recommended action |
|---|---|---|---|---|
| Access Granted | Green | Single pleasant chime | Ticket authenticated; valid admission. | Allow the guest to pass through the lane. |
| Already Scanned | Red | Double warning tone | Duplicate scan attempt; pass-back protection active. | Stop the guest. Verify ticket scan history in the Palisis BackOffice. |
| Invalid Slot / Expired | Red | Short harsh buzz | Guest arrived outside the valid session window (too early or expired). | Direct the guest to the visitor service desk to amend or rebook their time slot. |
| No Response / Loading | Grey / Off | None | Barcode unreadable or scanner window obstructed. | Clean scanner glass, adjust mobile screen brightness, or scan using a handheld device. |
| Offline Indicator | Grey (UI) | High pitch buzz | Network communication with the Palisis backend is lost. | Check physical network cabling and power supply, then run device discovery. |
Common field issues & resolution scenarios
| Issue Symptom | Probable Cause | Action Plan / Support Solution | Escalation Point |
|---|---|---|---|
| Valid ticket rejected (Flap stays locked) | Backend validation fails or physical relay failure. | Check BackOffice logs to confirm validity. If valid, trigger a manual gate release via the Palisis Mobile App to admit the guest. | Palisis Backend |
| Double-Scan / Reuse alert | Guest attempting to reuse code or duplicate ticket printed. | Inspect the scan timestamp history in the BackOffice. If previously redeemed, deny entry and direct the visitor to the sales desk. | On-Site Supervisor |
| Time-slot mismatch | Guest arrived too early, or too late. | Check the scheduled booking time on the Mobile App. If venue policy permits, update the session in the BackOffice or apply a manual override. | On-Site Supervisor |
| Barcode reading issues | Screen glare, surface dirt, damaged printed paper, poor screen brightness. | Clean the turnstile scanner glass, advise the guest to increase screen brightness, or validate the code manually using a Voyager handheld scanner. | On-Site Supervisor |
| Communication drop | Firewall blocking UDP Port 10010, IP routing, or subnet issue. | Verify UDP port 10010 is whitelisted. Confirm the gate and management tablets are on the same VLAN/subnet. Check physical network patch cables. | On-Site Technician / IT |
Support escalation protocol & responsibilities
If an issue cannot be resolved through basic triage, collect diagnostic data before transferring the case to Palisis Support or Axess Engineering.
- Device logs: Access the terminal's web interface, navigate to the Logfiles tab, and download all active logs (
syslog,guest1.log,lane1.log). - Transaction identifiers: Note the exact timestamp, booking ID, and raw barcode string.
| Level of Support | Scope of Responsibility | Typical Actions |
|---|---|---|
| 1st Level Support (On-Site Leads / Operations) | Basic hardware checks, guest flow, and initial triage. | Check physical power supplies, verify network switch port LEDs, inspect scanner glass, and power-cycle the turnstile controller. |
| 2nd Level Support (On-Site Leads / Operations / Palisis Support) | Advanced system configurations and data diagnostics. | Analyse JSON API transaction logs, verify BackOffice setup, confirm unattended user credentials, and check UDP port 10010 routing. |
Good to know
- Manual emergency bypass: If network connectivity fails completely during peak entry hours, authorised supervisors can trigger manual gate release via the Palisis Mobile App or switch the turnstiles to free-passage mode using the manual key override.
- Network discovery: If gates drop from the Palisis Mobile App, ensure the device running the app is connected to the exact same Wi-Fi VLAN as the turnstile controllers; UDP broadcast packets cannot traverse unrouted subnets.
FAQs
Why does the terminal display "No Valid ticket found" when the guest has a confirmed booking?
This typically occurs if the ticket was already checked in (for example, at an admissions desk or via manual validation), if the ticket is restricted to a product not assigned to that lane, or if the API call timed out before completing.
Can we open a turnstile manually if the guest's mobile phone battery dies?
Yes. Authorised supervisors can locate the booking in the Palisis BackOffice or Palisis App, verify the guest's identity, perform a manual check-in, and actuate the gate flaps remotely.