Support and diagnostics for self-storage gates
Start by working out which systems you run, then match your symptom below. If the fix belongs to your vendor, their support desk is listed at the end of the page.
Already one of our customers? Contact us and we will look into it directly.
Which system am I running?
You are looking for two names: the software the office uses for tenants and billing, and the access control that runs the gate and keypads. Each has a name you can find in a minute.
- The facility management software (FMS): the name on the program or website your office logs into every day for tenants and billing.
- The gate software: the name on the login screen or title bar of the program that manages gate codes. In some setups it runs on a PC in the office.
- The keypads and controller: the maker's name is usually printed on the keypad faceplate or on a label inside the controller cabinet.
Then find the maker in the vendor directory below.
PTI Security Systems lists DigiGate, FalconXT, the StorLogix Cloud Adaptor and StorLogix Desktop among its legacy products, which it no longer sells or supports. PTI Security Systems: Facts, including legacy products If one of those is on site, read about moving off end-of-life gate systems, or go straight to our guides: FalconXT end of life: your options and DigiGate replacement options.
Symptoms and likely causes
New gate codes are not reaching the keypad
Likely causes
- The computer that runs the gate sync is switched off, asleep, or restarting after an update.
- The sync program or service on that computer has stopped.
- The site's internet connection is down, so changes from a cloud-hosted FMS cannot reach it.
- The change was never saved in the FMS, so there was nothing new to send.
Check first: Start with the computer. Is it on, awake and logged in, and is the gate software open? Then check that the sync program is running.
If you run Storable Easy, Storable's troubleshooting guide says the computer must stay on around the clock for the gate to sync, and names the Windows service to look for. Storable: What to do if the gate sync is not working
Lockouts are not being applied at the gate
Likely causes
- The same sync problem as above. If new codes are not arriving, lockouts are not arriving either.
- If your FMS applies lockouts automatically after a set number of days past due, that day may not have come yet.
Check first: Confirm that new codes are arriving first. If they are and lockouts are not, check how your FMS is set to apply lockouts.
A tenant's code is not opening the gate
Likely causes
- The code was changed in the FMS and the change has not synced yet.
- The tenant is outside the access hours set for their account or for the gate.
- The tenant is locked out, on purpose or by mistake.
- The keypad has lost power or its connection to the controller.
Check first: Look the tenant up in the FMS and in the gate software. If the two disagree, it is a sync problem, so go back to the first symptom.
For step-by-step checks drawn from each vendor's own troubleshooting documents, read why your gate isn't syncing with your storage software.
If the sync computer keeps turning out to be the problem, it can be taken out of the chain. See how cloud-hosted access control works.
Vendor support directory
The links below go to each vendor's own support pages.
| Product | Made by | Support |
|---|---|---|
| StorLogix, StorLogix Cloud, FalconXT and CloudController | PTI Security Systems | ptisecurity.com |
| INSOMNIAC® CIA | OpenTech Alliance | opentechalliance.com |
| Sitelink by Storable | Storable | support.sitelink.com |
| Storable Edge | Storable | help.storedge.com |
| Storable Easy | Storable | storageunitsoftware.com |
| Any other Storable product | Storable | storable.com |
| Nokē Smart Entry | Janus International | janusintl.com |
| DKS products | DoorKing | doorking.com |
We are not affiliated with any company listed here and cannot act on their behalf. Product names are the property of their owners.
Take the office PC out of the gate sync
Cloud-hosted access control runs the sync from the cloud instead of from a computer at the site.