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Hardware Troubleshooting

Try these troubleshooting steps to get your hardware back up and running:

Step 1: Check for any visible damage to the Smart Brick or any of its components.

Step 2: Attempt to reset the Smart Brick/turnstile by powering it down and powering it back up again. Let the Smart Brick/turnstile be off for about 30 seconds before powering it back up again.

Step 3: If the issues are not resolved after restarting the Smart Brick, please collect as much information as possible and email support@mycomply.net:

  1. Gather the Smart Brick number (LTE####, located on the bottom of the unit).
  2. Take photos/video of the behavior of the Smart Brick.
  3. Provide a timeline and detailed explanation of present issues.
  4. Check for LEDs within the ring. (Ex. blue, red, or pink lights etc. Please reference Smart Brick Light Codes or the myComply Smart Brick manual for more information.)
  5. Please specify at which site the Smart Brick/turnstile is located.
  6. Provide an onsite contact name, phone number, and email so we can reach out for remote support.
  7. Please specify whether this is a check-in or check-out unit.