Turnstile Troubleshooting Guide


This guide has been developed to assist RIW administrators that are on site and have concerns with the operation of a turnstile.  


This instruction applies to the following RIW System User Roles:

  • Helpdesk
  • Network Manager
  • Network Manager - Read Only
  • Employer Admin
  • Employer Admin (Premium Functionality Employer)
  • Employer Admin - No Payment
  • Employer Admin - No Payment (Premium Functionality Employer) 
  • Employer Admin - Read Only
  • Employer Admin - Read Only (Premium Functionality Employer)
  • Advanced Project Admin
  • Project Admin
  • Site Admin

Common Issues


Turnstile is locked in place and will not move

This can occur when the turnstile unit has been restarted. Please allow up to 5 minutes to allow the unit to restart completely. Ensure that scanner beeps and the light on the scanner is illuminated. 


Turnstile is allowing free entry and/or exit

The turnstile will allow free entry and exit when is it is not powered on. Please ensure that there is power to the turnstile. Turnstiles will also allow free exit and entry if the site is in evacuation mode or the "in case of emergency" glass has been broken. 

Note: Turnstiles are generally hardwired and will require and electrician to to inspect the power supply to the unit. 


Turnstile not allowing entry

Please ensure that the cardholder has successfully signed into sight and has authority to work. Turnstiles are also incompatible with virtual cards so please ensure that the worker attempts access by using their physical card or printed sticker issued by the kiosk/tablet


Turnstile not allowing exit

This can occur when the turnstile unit has been restarted. Please allow up to 5 minutes to allow the unit to restart completely. Ensure that the card/sticker is in good condition so that it can be read by the turnstile scanner


Turnstile slow to respond

There are a number of potential causes for a turnstile to respond slowly, if it is prolonged please contact the RIW Service Desk so our technical team can investigate the issue further.



NOTE: Virtual RIW cards cannot be used to gain access through a turnstile. Cardholders must use their physical RIW card or printed label received after signing in through a kiosk/tablet


Still not working?

If the turnstile is still not functioning after attempting the troubleshooting tips above, please contact the Service Desk on 1300 101 682 or raise a Service Request at: https://www.riw.net.au/contact-us/request-a-service/



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000206574




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Turnstile Troubleshooting Guide


This guide has been developed to assist RIW administrators that are on site and have concerns with the operation of a turnstile.



This instruction applies to the following RIW System User Roles:

  • Helpdesk
  • Network Manager
  • Network Manager - Read Only
  • Employer Administrator (Premium Functionality Employer)
  • Employer Administrator (Premium Functionality Employer) - No Payment
  • Employer Administrator (Premium Functionality Employer) - Read Only
  • Employer Administrator
  • Employer Administrator - No Payment
  • Employer Administrator - Read Only
  • Advanced Project Administrator
  • Project Administrator
  • Site Administrator



Turnstile Locked in place and will not move

Pl is restarting

The PI is a part of the operating system of the turnstile.  This may have attempted to restart and can take up to 5 minutes to complete this process.  If the turnstile has been continually locked in place for over 5 minutes, there may be another cause.


Faulty Gate/Scanner or Pl

To check if the gate and scanner are operating correctly, the scanner light should illuminate and emit a beep on a scan attempt.  If this does happen, please make sure this is noted for a possible report to the RIW Service Desk.


Physical Damage

Check the turnstile for any evidence of damage that may have occurred of inflicted.  If so, please take note of this damage as this will need to be reported to the RIW Service Desk.

 


Turnstile allowing free entry and exit

Power to the Turnstile

Check that the light on the scanner is illuminated and the turnstile has power.  If there is no power to the turnstile, the safety mechanism will allow the turnstile to admit and exit all.


Emergency Glass Broken

Check the emergency glass. If this has been broken this will need to be investigated for any safety concerns and reported to the RIW Service Desk.


Evacuation Mode

Check that your site has not been placed in Evacuation Mode. This is a mode set in RIW that will send messages to all RIW Cardholders that have swiped into the site and set the turnstile to allow for everyone to exit. If the site is in Evacuation Mode, please follow your evacuation procedures and take directions from your safety officer.



Turnstile not allowing entry

Sign In

Please ensure that the cardholder has successfully signed into sight and has authority to work. Turnstiles are also incompatible with virtual cards so please ensure that the worker attempts access by using their physical card or printed sticker issued by the kiosk/tablet.


Turnstile not allowing exit

Restarting the Turnstile

This can occur when the turnstile unit has been restarted. Please allow up to 5 minutes to allow the unit to restart completely. Ensure that the card/sticker is in good condition so that it can be read by the turnstile scanner.



Turnstile slow to respond

Contacting the Service Desk

There are several potential causes for a turnstile to respond slowly, if it is prolonged please contact the RIW Service Desk so our technical team can investigate the issue further.



Any further issues or concerns?

Contacting the Service Desk

If you need extra assistance, please contact the Service Desk on 1300 101 682 or raise a Service Request at: https://www.riw.net.au/contact-us/request-a-service/.





RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000232167




Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.