Why Your Gate Isn't Syncing With Your Storage Software: A Diagnostic Guide

By Self Storage Hosting. Published September 20, 2026.

Gate codes stop matching your storage software when one link in a chain breaks. Each change travels from your facility management software (FMS), through a sync program or bridge, into the gate system, and out to the keypad. Find the broken link and you have found the fault.

1. The FMS, such as Storable Edge, Storable Easy or Sitelink by Storable, where you create tenants, codes and lockout rules.
2. The sync program or bridge. It may be a program on a computer, such as Storable Easy's gate sync program, or a direct cloud-to-cloud connection. PTI Security Systems' StorLogix Cloud manual names two ways to connect an FMS: a cloud-to-cloud API integration or the BridgeApp. PTI Security Systems: StorLogix Cloud user's manual (PDF)
3. The gate system that holds the codes, such as StorLogix Cloud, DoorKing's software, OpenTech Alliance's INSOMNIAC® CIA or Janus International's Nokē Smart Entry.
4. The keypad, and its wiring back to the controller.

The vendors' own documents name these causes. Storable Easy says its gate sync program may have stopped running, often after a Windows update or because a firewall blocks it, and that the computer must stay on and must not sleep. Storable: What to do if the gate sync is not working Storable Edge's gate program runs on a Windows computer; its help adds antivirus software blocking the program, and unit numbers or tenant names that differ between Storable Edge and the gate software. Storable: Gate integration (Storable Edge help) Sometimes nothing is broken: a setting, such as Sitelink's option to withhold codes from online move-ins, is doing its job. Storable: Withholding gate codes for online move-ins (Sitelink help)

If you already know which vendor owns the fault, our support page lists each vendor's support desk.

Our guide to whether you still need a Windows PC in the office looks at which setups depend on one. If that computer keeps failing, one option is our cloud-hosted access control. The office PC's job moves to the cloud. A small bridge stays at the site to talk to your controllers.

Which link is broken? Five quick questions

This is general reasoning, not a vendor procedure.

• One tenant or everyone? If one new code fails while others added that day work, the chain is running: check that tenant's record. If nothing has arrived since a certain day, a link has stopped.
• Does a brand-new code work? Make a test change, wait for the interval your vendor gives, and try it at the keypad.
• Do old codes still work? If old codes work and new ones do not, look upstream at the sync. If nothing works, look at the controller, keypad, power and wiring.
• Did the change reach the gate software? If not, suspect the FMS or the sync link. If it did but the keypad refuses it, suspect the gate software, controller or keypad.
• What changed recently? A Windows update, new computer, new antivirus, power cut or new router each points at a different link.

Checks by facility software

Each step comes from that vendor's own help pages. The order is ours.

Storable Easy

1. Read the log. Under the Setup tab, select Gate. A red X, or a "Checked for change" line that does not appear every 5 minutes, means the sync has stopped. Storable: What to do if the gate sync is not working
2. Restart the service. In the Windows Services list, find the gate sync program's service, right-click it and choose Restart, or Start if it is stopped. The guide also shows how to set it to restart after a failure. Storable: What to do if the gate sync is not working
3. Keep the computer on 24/7. A screensaver is fine. Sleep and hibernate are not. Storable: What to do if the gate sync is not working

Then check what your gate system needs:

• DoorKing. Keep the DoorKing program closed after setup, or the run.bat file will not run. An IMPPASS file means Storable Easy's side is working. After an IMPFAIL, search DoorKing's events.log for "invalid". A SNDFAIL file points to a problem between the computer running DoorKing's software and the gate controller. Changing the DoorKing account name after setup stops new codes working. Storable: DoorKing gate integration and troubleshooting (Storable Easy help) Storable Easy's DigiGate guide, by contrast, says DigiGate should stay open. Storable: DigiGate integration guide
• PTI StorLogix. An ERR7.log file in the PTI folder can mean a unit number contains a space, which StorLogix does not allow (G 15 must be G15). After an update, the PTI.dat file should have become a RESULT.dat file. Storable: PTI StorLogix gate integration (Storable Easy help)
• Nokē Smart Entry. If units are added or edited after the initial integration, Storable Easy asks you to contact its support and request that an updated unit file be sent to Nokē. Storable: Nokē Smart Entry integration (Storable Easy help)
• A cloud node. If you see "There was a problem communicating with your cloud node" when changing a gate code or in the gate log, Storable Easy's help says the node has lost its internet connection, usually because of a problem with its router connection or because the internet is offline. Storable: Error communicating with the cloud node (Storable Easy help)

Storable Edge

1. Keep both programs running. With DigiGate, DoorKing, PTI and five other gate programs Storable lists, Storable Edge's gate program must be installed on the same computer as the gate software. Storable says to keep both running at all times; Storable Edge sends gate code changes to the gate software every 5 minutes. Storable: Gate integration (Storable Edge help)
2. Restart, then force a full update. Log in to the gate software's computer as an administrator. Go to File, click Stop Service, then Start Service. Open the Storable Edge gate program from your desktop, go to Gate Codes and click Force Full Update. Storable: Gate integration (Storable Edge help)
3. Check what blocks or rejects changes. Make sure antivirus is not blocking the gate program, and that every unit exists in the gate software, since Storable Edge updates units but does not create them. Then find the gate provider file path listed in your Gate Integration setup, follow it on your computer and look for an error file. Storable says the common errors are mismatched unit numbers or tenant names. Storable: Gate integration (Storable Edge help)
4. Check the lockout rules. The Gate Lockout action in the delinquency stages disables gate codes automatically and requires a gate integration. Storable: Delinquency stages (Storable Edge help) The Gate Access report shows whether a tenant's code is disabled now (Locked Out) and whether the tenant is excluded from the general lockout rule (Locked Out Exempt). Storable: Gate access report (Storable Edge help)

Sitelink

1. Refresh the gate. With a third-party gate, not Storable Access, Sitelink's help says that if tenants who should be locked out get in, or new tenants cannot, the gate most likely needs refreshing. Go to Setup, then Gate Setup, and under Update Gate click All Tenants. Storable: Troubleshooting a gate that is not updating (Sitelink help)
2. Check the lockout timing. Gate lockout is tied to a past-due event. If you set a prerequisite event, such as an overlock, the tenant is not locked out until the set number of days has passed after that event is processed. Storable: Prerequisite events for gate lockout (Sitelink help)
3. Check the report. The Gate Access report puts an X in its Never Lock column for any tenant who should never be locked out. Storable: The gate access report (Sitelink help)
4. Check online move-ins. If gate codes are withheld for online move-ins, those tenants must contact the office for their code. Storable: Withholding gate codes for online move-ins (Sitelink help)

Checks by gate system

PTI StorLogix Cloud

• The BridgeApp computer. PTI says the BridgeApp should be installed on the PC or server that also holds your FMS client, which does not have to be at the site, though it usually is. Its service continues to run in the background after you exit the app. PTI Security Systems: StorLogix Cloud user's manual (PDF)
• A full gate update, then a test. Once all users and units are in the FMS, PTI says to run a full Gate Update to StorLogix Cloud. In Single Site mode, the Access Tester lets a site manager test a new tenant's code remotely at a chosen entry or exit device. PTI Security Systems: StorLogix Cloud user's manual (PDF)
• The Interface Time Zone. This number, set in the FMS for a set of hours, carries over to StorLogix Cloud as the user's Access Level. PTI Security Systems: StorLogix Cloud user's manual (PDF) If a code works at some hours and not others, compare it in both systems.

PTI keypad messages

PTI's facts page lists FalconXT and the StorLogix Cloud Adaptor as legacy products it no longer sells or supports. PTI Security Systems: Facts, including legacy products If you run a FalconXT, see our FalconXT end-of-life guide. PTI's keypad-message guide, written around the FalconXT, explains:

• ACCESS SUSPENDED generally means the user was locked out for unpaid rent. Unsuspend them in both your FMS and StorLogix. If your software shows the account paid, ask that software's technical support to confirm the information is reaching the FalconXT. PTI Security Systems: Troubleshooting keypad messages (PDF)
• ACCESS DENIED: compare the incorrect code, which the FalconXT prints in its event log, with the unit's code in StorLogix. For AREA CLOSED, check the user's permitted time zones in StorLogix. PTI Security Systems: Troubleshooting keypad messages (PDF)
• Please Wait, then the date and time: the keypad is not communicating with the FalconXT. Check the baud rate, that the keypad's address is correct and not duplicated, the wiring and RS485 line, and the terminal blocks. PTI Security Systems: Troubleshooting keypad messages (PDF)

StorLogix Cloud Adaptor

PTI's installation guide for this legacy unit says the LEDs are the most useful troubleshooting aid: three solid LEDs about 55 seconds after power-up means all is well. If LED2, the cloud connection, is out, check that the Ethernet cable goes to a router with internet access, try a different router, and check that the office network can reach PTI's cloud servers. PTI Security Systems: Cloud Adapter installation guide (PDF)

OpenTech Alliance's INSOMNIAC CIA

OpenTech's G-600 Gateway guide lists installation checks that include the router having internet access and the Gateway reporting Online in the Control Center. It also says that if the site loses its internet connection, access codes and configuration cannot be updated until the connection is back, though the Gateway continues to operate using cached data. OpenTech Alliance: CIA G-600 gateway installation guide (PDF)

DoorKing

DoorKing's self-storage page describes its Remote Account Manager as a Windows application that runs on a host PC. DoorKing: Self storage Its manual for version 6.2 (later versions may differ) says import errors are detailed in the summary or events.log file, and that account names must match the account names in the import file, capital letters included. DoorKing: Remote Account Manager for Windows user's manual (PDF)

Janus International's Nokē Smart Entry

If the rental has not been processed in the FMS, Janus says the tenant's details will not sync to the Nokē Web Portal and the activation text will not be sent. Once it is processed, the update can take 1 to 5 minutes to appear; you can click Update Customer Data or the Refresh icon. Janus International: Troubleshooting tips for the mobile app If delinquent or moved-out tenants still get in, Janus's training manual describes a Use Blacklist setting that blocks their access, and recommends it at facilities that use fobs. Janus International: Nokē Smart Entry training manual

When to take it to your vendor

Go to your vendor once you know which link failed and have tried its steps. Storable Easy says problems with its software and its gate sync program are within its support line's scope, while problems with the gate software and the gate itself will probably need your gate software company. Storable: Common gate problems (Storable Easy help) Before you get in touch, note when the last change went through, which test code you tried, and any error files or keypad messages. Our support page lists each vendor's support desk.

If the sync computer keeps being the cause

If a computer that must stay on keeps failing, you have four broad options, each with its own requirements.

• Stay put and look after the computer. Keep it awake, set its service to restart after a failure where your vendor documents how, and keep antivirus from blocking the gate program.
• Use a direct cloud connection where your systems offer one. PTI's manual names a cloud-to-cloud API integration for StorLogix Cloud. PTI Security Systems: StorLogix Cloud user's manual (PDF) Our compatibility matrix compares the vendors' own integration lists.
• Use your FMS vendor's own access control, if it has one. Storable has its own product, Storable Access Control. Storable: Storable Access Control FAQ (Storable Easy help)
• Move the computer's job to the cloud. This is our service. The office PC's job moves to the cloud. A small bridge stays at the site to talk to your controllers. We can bridge Storable Edge and Storable Easy to OpenTech Alliance's INSOMNIAC CIA and to DigiGate. Tell us your setup. Read how cloud-hosted access control works.

We are not affiliated with Storable, PTI Security Systems, OpenTech Alliance, DoorKing, Janus International or Microsoft. Product names are the property of their owners.