What to do when a door reader or face gate goes offline.
A silent reader can lock members out, so Timeo warns you on the Dashboard and shows each device's status on the Hardware page.
- Who it is for
- Gym owners, admins and managers
- Plan
- Advance and Team
Find and fix the silent device
- On the Dashboard, look for an alert such as Turnstile offline, Door bridge offline or a count of devices offline. Tap it to open Hardware.
- At the top of Door access > Hardware, the Door engine health card shows Needs attention and lists which turnstile or LAN bridge is silent.
- For a Timeo Gate reader, read its status in Timeo Gate readers: Online, Quiet, Offline or Not connected yet. Check its power and network cable.
- For a face terminal, check the Door agent card. If it says Offline, wake the computer running the agent and make sure it is on the same network as the terminal.
- When the device reports in again, the card changes to All online.
Meanwhile, let members in at the desk
Use the Front desk card on the Dashboard to check members in. For a Timeo Gate reader that is still online but stuck, open its Settings and tap Open the door now or Restart reader; both act within a minute.
What your customers see
- While a device is offline, members may be refused at that door. Front desk check-ins still work.
Common problems
- Who sees the offline alert?
- Owners, admins and managers see Dashboard alerts. Anyone with access to Hardware can see the status there.
- The Door agent went offline after a payment problem.
- An installed agent stops connecting while the Timeo subscription is unpaid. Pay it under Settings > Billing & plan and the agent reconnects.
Related guides
- /timeo-gate/guide
- How to add a Timeo Gate reader and change its settings
- How to connect a face recognition terminal with the Door agent
More in Door access, or start with the getting started guide. Still stuck? Contact us.