Issue Description

Access Granted events are not displayed in the Monitoring view after access is granted at the device.


1. Plugin Reactivation (Mandatory After Initial Installation)

Description
After the initial installation of the plugin, a plugin reactivation is mandatory.
If reactivation is skipped, required .dll may not be properly registered, causing access events to be missing in Monitoring.

Action

  • Open Config Tool

  • Navigate to Plugins

  • Deactivate the plugin

  • Reactivate the plugin

  • Restart related services if required

Key Note
This step is required at least once after first installation, even if the plugin appears to be running normally.


2. Card Format Setting (Critical for Event Mapping)

Description
Cloud Link communication and Access Granted event transactions are established during card format configuration.
If the card format is not configured correctly, access events will not be generated or mapped to Monitoring.

Action

  • Verify that the correct Card Format is configured in the plugin

  • Path: Config Tool _ Tasks _ Suprema Plugin Configuration

  • Reapply or re-save the card format settings if changes were made

Key Note
Event transaction binding occurs at the time of card format setup.
Incorrect or missing card format settings will prevent Access Granted events from appearing.


3. Monitoring Entity Configuration (Security Desk)

Description
Access events are displayed in Monitoring only for entities that are explicitly added to the Monitoring scope.
If the target Door or Area is not included, Access Granted events will not appear even if they are generated correctly.

Action

  • Open Security Desk

  • Go to the Monitoring tab

  • At the bottom panel, click Monitoring

  • Confirm that the relevant Door or Area is added

  • Add the Door or Area if it is missing



Key Note
Monitoring does not automatically include all entities.
Only entities added to the Monitoring list will display events.

To monitor REX (Request to Exit) or Door Sensor events, the Door entity must be added.
(Adding only the Area entity will not display REX or Door Sensor events.)