Net2 fault finding: methodical diagnosis on intermittent issues
Engineer-grade Paxton software access. Read the audit log, walk the door, find the cause.
Diagnostic-first: finding the actual cause of a Net2 fault
Net2 fault finding is a different discipline to Net2 repair. The job is not to swap parts until it works, it's to identify the actual root cause and fix that, so the symptom doesn't recur a fortnight later. SEG Ltd offers structured Net2 diagnostics across Kent for sites where the previous engineer has replaced kit without solving the underlying issue, or where the fault is intermittent and difficult to capture.
We work through Net2 faults in defined classes: comms (network, cabling, switches), power (PSU, backup battery, voltage drop), software (Net2 service, database, Windows updates, antivirus), hardware (controllers, readers, locks), and environment (temperature, humidity, water ingress at external installations). For each class there's a defined diagnostic sequence, run with appropriate test gear and Paxton's PRO software. Symptoms get mapped to causes; causes get fixed.
Many "Net2 problems" we attend turn out to be network problems. A new IT contractor installs a managed switch, doesn't pass the Net2 VLAN tag, and three controllers go offline during a busy trading period. A Wi-Fi router refresh changes the DHCP scope and the Net2 server can no longer find its controllers. Diagnosing these properly saves you from spending money on Net2 hardware that wasn't broken in the first place. Contact us or call 0330 133 9801.
Net2 fault classes we diagnose
Comms / network
Controller offline, intermittent disconnections, audit events delayed or missing. Diagnosis includes Wireshark capture, network path test, switch logs and DHCP lease history.
Power
Controller resetting, readers dropping below threshold voltage, backup battery not holding. Multimeter and current-draw test on site.
Software / database
Net2 service won't start, database error on open, software crash on user save. Windows event log review, SQL LocalDB diagnostic, Paxton service log analysis.
Hardware
Reader read failures, controller relay stuck, REX sensor faulty. Component swap on a test rig to isolate from cabling.
Cabling & terminations
Intermittent reader behaviour, comms loss on one of several controllers, water ingress symptoms. Cable test with a Fluke + visual inspection of terminations.
Environmental
External readers failing in winter, controllers in unventilated cabinets overheating. Identifies installs that need physical relocation, not just replacement.
How a Net2 fault-finding visit works
1. Phone triage
We ask for the symptoms, when they started, what changed at the site recently (IT work, building work, software updates) and what's been tried already. Often we can suggest the likely class on the call.
2. On-site diagnostic
Engineer attends with PRO laptop, network test kit, multimeter, replacement readers and controllers. Works the defined diagnostic for the symptom class. We don't replace a controller until we've proven the controller is faulty.
3. Report & fix
Written diagnostic record handed over with what we found and what we did. Fix completed in the same visit where parts are available; second visit booked where they aren't.
Net2 fault finding FAQs
Because half the time the visible symptom isn't the underlying fault. We routinely attend sites where the previous contractor has replaced two readers, a controller and a PSU, and the fault was actually a managed switch dropping the Net2 VLAN. Diagnostics save the cost of replacing parts that weren't broken.
We can leave logging equipment on site for a few days that captures network traffic, controller power state and Net2 software events. When the intermittent fault happens we have a complete forensic record. Typical hire fee for a week of logging hardware.
Where parts are in the van, yes. Where they aren't, we book a return visit within 1–3 working days. The diagnostic visit fee is fixed regardless of whether the fix happens that day.
Yes, every fault-finding visit includes a written report covering symptoms, diagnostic steps, root cause identified and corrective action taken. Useful for insurance, audit, or simply to show your IT team what was actually wrong.
Need this urgently?
For urgent in-hours priority Paxton response when a door is stuck or the platform is down right now, see our Emergency Paxton Repair service. Or call 0330 133 9801 for immediate triage.