Access control systems are a critical part of any secure building—but when something goes wrong, it’s not always clear whether the issue lies with the hardware on the door or the technology managing access. At HDSS, we want to make that easier for you to understand and resolve.

🔧 Two Key Components of Access Control

Every access control system relies on two main components:

1. The Reader Side – This includes the card reader or keypad, controller, and low-voltage wiring. This is what HDSS typically handles.

2. The Door Hardware Side – This includes the physical lock mechanism (e.g., magnetic locks, electric strikes, rim strikes), panic bars, gates, and hinges.

Note: While HDSS installs most electronic locking devices (maglocks, strikes, etc.), physical components like panic bars, custom gate hardware, or anything requiring welding are typically installed by a locksmith or metalwork vendor—not HDSS.

🧭 Not Sure Who Installed What?

If HDSS installed both the reader and door hardware, then we are your first point of contact for any issue.

If you're not sure who installed the door hardware or locking mechanism, we recommend the following steps:

✅ Quick Troubleshooting Before Requesting Service

You may be able to resolve some issues without a service call:

🟥 Access Reader Not Working (No lights, no response)

• Check the power source. Ensure the outlet or circuit breaker powering the controller has not tripped.

• If there is still no power and your team cannot restore it, submit a service ticket at www.hdssfl.com/support.

🟦 Resident Can't Access the Building

• This is often an isolated issue with the resident’s phone or app.

  • Ask them to reboot their phone.

  • Ensure the SmartPlus app is installed, not deleted, and they are signed in.

• If the reader and other residents are working fine, this is typically not a system issue.

🟨 Reader Grants Access, But the Door Remains Locked

• This points to a door hardware issue.

  • For example, a broken electric strike, jammed latch, or misaligned gate may prevent the door from unlocking even though the system is working.

• If HDSS installed the door strike, we can help. If not, this is typically a locksmith/vendor issue.

🟩 Subscription Status

• If your subscription with HDSS is inactive or has lapsed, some features (like mobile credentials or cloud access) may no longer function.

• Contact HDSS to confirm your status or renew your subscription.

📌 When in Doubt, Reach Out

We understand that identifying the root cause of an access issue isn't always easy. That’s why we’re here to help.

👉 If you’re not sure who to contact or need help diagnosing the issue, start by submitting a ticket at:
www.hdssfl.com/support

We’ll help you determine if it’s an issue we can resolve, or if another vendor (such as a locksmith) needs to be contacted.