Post Migration Monitoring

Post-Migration Monitoring & Support
Monitoring during the first 48-72 hours is critical to ensure that there are no issues with access. Integrators should monitor for the following issues and complete troubleshooting steps as needed.
Issue: Credential Not Working
Troubleshooting Steps:
  1. Confirm user has proper access imported into Zentra
  2. Document what error is observed (LED patterns, sounds, audits)
  3. Sync lock with Zentra app and retry credential
  4. If still failing:
    1. Program new credential for user
    2. Confirm new credential works (no sync required)
    3. Alert Zentra Customer Success Team to triage original credential issue
Issue: Wireless Devices Not Checking In
Troubleshooting Steps:
  1. Confirm wireless settings are correct
  2. Verify Wi-Fi connectivity (for online mode devices)
  3. Check device settings were properly updated during migration
  4. Contact Zentra Customer Success Team if issue persists
Issue: Lock “Freeze” or Unresponsive
Troubleshooting Steps:
  1. Document reader behavior (LED, sounds, audits)
  2. Alert Zentra Customer Success Team via existing migration ticket
  3. If directed, perform FDR (Factory Default Reset) and recommission
Issue: Cannot Commission New Device
Error message: “Device could not be commissioned”
Troubleshooting Steps:
  1. Confirm each device has been synced (run a sync report)
  2. Sync any previously missed devices
Issue: Device Naming After Migration
Context:
  • Engage allows device names up to 25 characters
  • Zentra allows 1-20 characters with specific symbol restrictions
  • Import will not fail for non-compliant names
  • Names must be corrected when editing device via web or mobile interface
Resolution:
  • Edit device names to meet Zentra requirements when prompted
  • Update names proactively during post-migration cleanup