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Frequently Asked Questions

General

What is the process to get a new building or door added to the UGA Access Control System?

If you would like to have a new area or building added to the UGA Access Control System, your first step is to e-mail accesscontrol@uga.edu. They will assist you in getting a quote through the proper channels.

What is the difference between Andover and Genetec?

UGA is currently in the process of transitioning from the Andover Access Control System to the Genetec Access Control System. Andover was originally installed at UGA at the Miller Learning Center in 2003 and is now being decommissioned over the coming years. This new Genetec system will be able to provide more functionality and long term support for UGA as we continue to move into the future.

Doors are not unlocking when people swipe their cards: 

  • Are the Cards being swiped correctly? Try turning the card around and swiping it through the reader again.
  • Are there any visible signs of damage to their card? If the card is damaged they may need to go to the UGACard office and get a new card.
  • If only a few people cannot access the door, and others are not having problems, make sure they have the proper access.
  • Are there any noticeable problems with the door or card reader such as the door not closing properly? Is the light on the card reader flashing when a card is swiped through it? Does it flash from red to green or only flash red?

If there is damage to the door, the card reader, or other related hardware please put in an access control work order with Facilities Management Work Orders at https://workrequest.fmd.uga.edu or calling (706)542-7456.

Why are there multiple records for one person? 

In Andover, if a person has a UGA ID that is also a proximity card there will be two records for that person. One record will match the 16-digit UGACard number and the other will be a four to six digit number that matches the proximity card number. From the web client these are easily identified as 'Aliases' prefixed with an ‘A’ or a ‘P’ and followed by the person's UGAID (810/811) number.

In Genetec, this same naming scheme is used but each person only has one 'Cardholder' record. This record contains any credentials they may own such as a magstripe, prox, or PIN number.

Doors are not locking or unlocking according to schedule:

Check the schedule and make sure it is correct. If the schedule is correct, try changing it and then change the schedule back to its original settings. This will cause the schedule information to be sent to your building controller again. If there is damage to the door, the card reader, or other related hardware please put in an access control work order with Facilities Management Work Orders at https://workrequest.fmd.uga.edu or calling (706)542-7456.

Why is my card reader showing in red, but the door still opening? 

Try swiping your card to see if the light changes. Sometimes the card readers do not change colors when the door unlocks, and simply swiping your card will fix this. If this does not work, please create a Work Order at https://workrequest.fmd.uga.edu .

Andover

Where can I find a copy of the Andover Web.Client user’s manual? 

A copy of the Web.Client manual can be located at https://webclient.uga.edu/help/webclient.htm.

Why do I get an error saving a schedule in the Andover Web.Client? 

If you get an error saving a schedule in the Andover Web.Client please e-mail accesscontrol@uga.edu detailing the schedule you were trying to change and when you tried to make the changes.

Will the Andover Web.Client work on anything besides Internet Explorer? 

No. The Andover Web.Client is only supported on Internet Explorer versions 8-11. However, you can access a pre-configured client using any browser by following the steps found here, https://fmd.uga.edu/accesscontrol/andover-setup.

Genetec

How do I move my building(s) from the Andover system to Genetec?

If you are interested in moving your building(s) from the Andover system to Genetec e-mail accesscontrol@uga.edu. There are over 150 facilities on campus to migrate over the coming years but we will do our best to work with you to transition your facilities as soon as resources become available. 

Someone's access to my building has been removed.

To comply with University System of Georgia standards, http://eits.uga.edu/access_and_security/access_services/user_account_management_standards/, Cardholder's access can be removed automatically by the system. Per the standard if a person's department number changes or if they have an HR termination date set more than five (5) days previous and are not an active student all access will be removed from their Cardholder record.