Frequently Asked Questions

Frequently Asked Questions

TABLE OF CONTENTS

• 1. My controller shows offline in GuardPoint 10, but I can ping it. Why?
• 2. Can you convert our GuardPoint Pro or VantagePoint database to GuardPoint 10?
• 3. Where do I get controller firmware, and how do I update it?
• 4. How do I set up the QR reader (26 or 34-bit Wiegand, Paxton Net2 or other systems)?
• 5. How do I move GuardPoint 10 to a new PC, server or virtual machine?
• 6. After changing a reader or getting new cards, the reader shows the wrong card number or 'unknown card. Why?
• 7. My workstation won't connect to the server / How do I add a workstation?
• 8. A reader, or a new batch of fobs, doesn't respond at all. What should I check?
• 9. Where can I download the latest version of GuardPoint 10?
• 10. I'm seeing a 'Maintenance Support Ending' message, an 'Invalid licence' message or missing modules. What should I do?

1. My controller shows offline in GuardPoint 10, but I can ping it. Why?

A successful ping only shows that the network can reach the controller's network module. GuardPoint 10 also needs the module and the controller to be set up correctly. Work through these checks in order:

1. Check the TX and RX lights on the controller. With the GuardPoint 10 software stopped, both lights should be off. If RX stays on, the TX and RX wires may be the wrong way round, or a 120 Ω resistor is needed. Where several controllers share one RS485 cable, fit the resistor on the last controller only.
2. Check the controller address. It's set on the red 8-way DIP switch and must match the address in GuardPoint 10. Reboot the controller after any change.
3. Test the network connection with Telnet as well as ping. This shows whether a firewall is blocking the controller's port. Then check the settings on the controller's network module.
4. Check the settings in GuardPoint 10. Make sure the adapter, IP address or COM number, and port are correct.

If the controller can be pinged and reached by Telnet but still won't communicate, contact us before you reinstall anything.

More help:

• Troubleshooting Controller Communication
• Ethernet Troubleshooting
• GuardPoint10 – Stuck Controller Commands

2. Can you convert our GuardPoint Pro or VantagePoint database to GuardPoint 10?

Not directly. Your GuardPoint Pro or VantagePoint database isn't converted into GuardPoint 10. Moving to GuardPoint 10 involves a migration. GuardPoint Pro has reached end of life, so the upgrade path is to migrate to GuardPoint 10. The usual steps are:

1. Send us a backup of your current database, together with a screenshot of your licence details. We'll review it and come back to you with a time and cost estimate for the migration.
2. Check the PC. GuardPoint 10 has its own PC requirements, so check the GuardPoint10 Prerequisites.
3. Check the controller firmware. Existing controllers can stay in place, but any controller with firmware dated before 2018 needs a firmware update to work with GuardPoint 10 (see question 3).

3. Where do I get controller firmware, and how do I update it?

The firmware files, the Flash 2000 tool and full step-by-step instructions are all in our firmware guide. You'll also need a USB-485 adaptor and its driver (contact us for a quote - Product code: USB/485-SEN).

Updating Controller Firmware - 2026

⚠️ WARNING: Flashing the wrong file can permanently damage a controller, and this isn't covered by the warranty. Please follow the guide carefully and contact us if you need any assistance.

4. How do I set up the QR reader (26 or 34-bit Wiegand, Paxton Net2 or other systems)?

The QR reader is set up with our free QR Reader software. Please follow our QR Reader Setup Guide, which includes the software download and the full setup steps.

If you're using the reader with another access control system, such as Paxton Net2, see Using QR Readers with Other Access Control Systems.

5. How do I move GuardPoint 10 to a new PC, server or virtual machine?

Once a GuardPoint 10 licence has been activated, it can't be transferred to another machine. If you need to move GuardPoint 10, please contact us and we'll advise on the best steps for you to take.

6. After changing a reader or getting new cards, the reader shows the wrong card number or unknown card. Why?

The card format set in GuardPoint 10 for that reader doesn't match the cards or the reader. A controller can show the same card in several different ways, such as hexadecimal, decimal, decimal 24 bits or decimal 6 digits, depending on the format chosen for the reader. You can choose each reader's format in GuardPoint 10.

• If you're replacing a reader, set the new one to the same format as the old one.
• To find the right format for new cards, use our Card Code Format Tool (an Excel tool). Enter the card's hexadecimal code or its printed number, and the tool shows how it appears in each format.
• Check that the cards match the reader's technology. For example, a 13.56 MHz card won't work on a 125 kHz reader.
  
  

More help:

• GuardPoint10 Card Code Format Tool for Sensor Access Controllers
• Card Formats
• Understanding Cards & Readers - 125 kHz vs 13.56 MHz

7. My workstation won't connect to the server / How do I add a workstation?

To add a workstation: run the GuardPoint 10 installer on the workstation PC and choose Workstation Installation. The installer searches the network for your GuardPoint 10 server. Select it and click Install, then restart the PC. Each workstation must be included in your licence, and you can check this in Help > License.

If a workstation won't connect:

• Check that the workstation can reach the server over the network. Try pinging the server by IP address and then by name. If the IP address works but the name doesn't, the problem is DNS.
• Check that the GuardPoint 10 ports are open in the firewall on both the server and the workstation.
• If the workstation can't reach the SQL database, set the SQL port as shown in our SQL port guide.
• Make sure the workstation runs the same GuardPoint 10 version as the server. When you upgrade, upgrade the server first and then the workstations.

More help:

• GuardPoint10 Guide: Installation
• Advanced Workstation Connectivity Troubleshooting Guide
• GuardPoint10 Ports for firewall
• GuardPoint10 - SQL Port Configuration

8. A reader, or a new batch of fobs, doesn't respond at all. What should I check?

Start with these checks:

1. Does the reader react? When a fob is shown, does the reader beep or change colour? If there's no reaction, the fob may not match the reader's technology. For example, 125 kHz fobs won't work on a 13.56 MHz reader. If it beeps or changes colour but the door doesn't open, look in the event log.
2. Look in the GuardPoint 10 event log. An "unknown card" event, or the wrong card number, means the reader is reading the fob but the format or the cardholder setup needs changing (see question 6). A brand-new fob also has to be added to a cardholder before it will open a door.
3. Still no event at all? Contact us with the reader model, the fob type and your GuardPoint 10 version.
   
   

More help:

• Understanding Cards & Readers - 125 kHz vs 13.56 MHz
• Card Formats

9. Where can I download the latest version of GuardPoint 10?

GuardPoint 10 downloads, datasheets and tools are all in our Download Hub. If you can't find the version you need, or a download doesn't work, email support@sensoraccess.co.uk and we'll send you a link to the latest version.

Before you upgrade, check the release notes and back up your database. Upgrade the server first, then the workstations.

More help:

• GuardPoint10 Datasheets & Download Hub
• GuardPoint10 Release Notes - Rolling
• GuardPoint10 Prerequisites - 2026

10. I'm seeing a 'Maintenance Support Ending' message, an 'Invalid licence' message or missing modules. What should I do?

These messages all relate to your GuardPoint 10 licence, and the quickest way to sort them out is to contact us.

"Maintenance Support Ending" means the support and upgrade maintenance period on your licence is coming to an end. GuardPoint 10 shows this reminder every day for the two months before it ends. Renewing keeps your support in place and lets you keep upgrading to new versions of GuardPoint 10. If your upgrade maintenance period runs out, the GuardPoint 10 setup won't let you upgrade to a newer version until your licence has been updated.

To get a cost to renew:

1. In GuardPoint 10, click Help > License.
2. Take a screenshot of the whole licence screen. Make sure the Licence Number, at the top left, can be seen. This screen also shows your support and upgrade maintenance expiry dates.
3. Email the screenshot to sales@sensoraccess.co.uk and we'll send you a cost to renew.
   
   

If you're seeing "Invalid licence" or some modules are missing, send the same screenshot to support@sensoraccess.co.uk, let us know if anything has changed on the PC, and we'll help
.

The licence screen looks like this:

More help:

• GuardPoint10 Licence Activation and Upgrade

Still stuck? Email support@sensoraccess.co.uk with your license number, site name, a description of the problem and any screenshots, and we'll help.