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Keycard Encoder Troubleshooting

Quick Fix

Check network and power first, then re-try encoding a single card. This takes about 2 minutes.

This guide helps you resolve common keycard encoder issues.

Quick reference​

What you seeWhy it happensDo this
Encoder not respondingPower or network issueCheck connectivity
Cards not encodingCard type or device issueVerify card and device
"Test Connection" fails (Be-Tech)Base URL or service issueFix Be-Tech connection
Heartbeat shows unreachableAgent offline or tunnel issueCheck agent status
Windows Agent shows Not connectedAgent not running or install incompleteReconnect agent

Encoder not responding​

What you see: Encoder shows offline or no response in AVA.

Fix:

  1. Check power and cabling for the encoder.
  2. Verify network connectivity between kiosk and encoder (Direct Connection only).
  3. Confirm the server IP and port are correct.
  4. Restart the encoder software.

Cards not encoding​

What you see: Keycard write fails or produces a blank card.

Fix:

  1. Confirm the card type matches your encoder.
  2. Reinsert the card and try again.
  3. Test with a new blank card.
  4. Verify the kiosk is mapped to the correct encoder.

Be-Tech test connection fails​

What you see: "Test Connection" shows a failure or the button stays disabled.

Fix:

  1. Confirm the Base URL starts with http:// or https://.
  2. Verify the Be-Tech service is running on the encoder workstation.
  3. Check the workstation and kiosk are on the same network.
  4. Re-enter Hotel Name, Chain No, Workstation, and Reader No.
  5. Click Test Connection again.

Heartbeat failures​

What you see: Heartbeat Monitor shows unreachable.

Fix:

  1. Confirm the agent is running on the kiosk/PC.
  2. Check Registered Agents for online status and tunnel reachability.
  3. Review agent logs for errors.
  4. Reinstall the agent if needed.

Windows Agent not connected​

What you see: Status shows Not connected or "Never online."

Fix:

  1. Open the downloaded zip and run the .bat file.
  2. Confirm the Windows PC has internet access.
  3. Click Reinstall in Windows Agent if needed.
  4. Refresh Registered Agents status.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Encoders remain offline after power and network checks
  • ❌ Card encoding fails on multiple kiosks
  • ❌ Heartbeat remains unhealthy for more than 30 minutes

Helpful to include:

  • Encoder type and model
  • Screenshot of Registered Agents and Heartbeat Monitor
  • Time the issue started