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Events not showing on "Live Events" Page

The problem you may be experiencing:​

  • Events are not being shown real time on the website.

What to do if your VOLO system is showing no events on your live events page, but it is allowing access?​

  1. Check that the controller has a valid licence. If it doesn't, the controller will still work, but events won't be stored in the cloud.

  2. Check to see if the controller is online through the "online status indicator" when viewing the controller on the website. It should show connected (via modem, ethernet) or offline.

    • If the controller is online, try sending a "get time command" to see if the device responds.

    • If the device is online and it responds to the get time command, try sending a "set time command" to set the system clock.

    • If the device is showing as offline or doesn't respond to the get time command, refer to the troubleshooting steps in : https://wiki.volo-access.com/docs/Troubleshooting/offline-devices/

  3. Try power cycling the device (through the controller page on the website and/or physically).

    • Be careful with testing, avoid spamming hundreds of commands in a short period of time.

    • Please note after a power cycle if your controller has a modem connection it may take up to 90 seconds for your controller to reconnect so, please allow sufficient time before you check to assess if the power cycle has worked.

  4. If the power cycle has not worked, you may need to perform a controller reinstate (through the controller page on the website). When this has been started, please view the commands tab on the controller page to monitor the progress and please allow the commands to all complete before you asses the outcome of the reinstate function.

When does it happen?​

  • It is believed that this might occur when controllers are sending in a lot of connected/disconnected events (either due to an unreliable connection or some other form of fault).

    OR

  • If the battery has reached it’s end of natural life (approx. 5 to 10 years) and the controller starts presenting dates Jan 01, 1970, the time from the RTC is not incremented on the device and the sent events have the same timestamp. If there are already events in the database with the same ID and timestamp, then they are treated as duplicates and are not being