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Quick Turnaround with Open Options Professional Services

An integrator asked the Professional Services team at Open Options to assist on a project with a quick turnaround time.

The project was to commission and program four PIM400-1500s and 24 AD400 wireless locks within DNA Fusion. Accustomed to accelerating service delivery, Professional Services was able to do the essential tasks in rapid succession.

Day One consisted of bringing the 4 PIM’s online and documenting their IP, MAC Address, location, and login information for the end-user.

Day Two was spent troubleshooting the doors that either was not linking to the PIM or wanting to communicate with DNA Fusion.

In summary the professional services team:
  • Professional Services personnel uncovered that the end-user was using an existing version of DNA Fusion that needed configuration changes and updating. This was necessary in order for the server to be accessed from the site where the new devices were being installed.
  • They had to change the IP address of the server as well as the existing PIM.  Once the version of DNA Fusion was updated, a whole suite of new features was provided to the end-user.
  • They equipped the end-user with practical information about the upgrade and answered questions to help the end-user be able to fully understand what had been resolved and what had been unlocked in the capabilities of DNA Fusion, adding value.

During the training, the new features were demonstrated, including the Info Ready reports.

“There were other items that were shown just in case it wasn't used like the drag and drop ability to filter the Event grid to a controller, a door and even a specific person,” said Michael Digby, Professional Services representative at Open Options.

“We informed the end-user that OpenDX would be a good item to investigate as it would assist with adding as much information into DNA Fusion automatically without having to enter it manually, along with the knowledge of cards being disabled when their Active Directory account is disabled,” added Digby. “Once the training was wrapped up, the final doors were tested and operating as expected. A quick check of all the doors was done, and a write-up was provided to the end-user.”

Michael Digby, Professional Services Representative at Open Options.

Case closed. This quick turnaround built trust with both the end-user and the integrator. 

New Training Certification Program Helps Canadian Dealers “Cross the Border” Virtually

As the pandemic continues to limit people’s ability to travel, the Training department within Open Options has taken its training programs online to benefit dealers and system users.

Recently, Open Options offered its first ConnectEd iLearn Essentials Certification program as a digital experience, accommodating the urgent need of a Canadian dealer who has several DNA Fusion installations coming up. The online training from our U.S. operation allowed the dealer to virtually “cross the border” to acquire the knowledge necessary to get new sites up and running.

“This new certification format provides the same hands-on, personalized training that Open Options is known for conducting,” said Sherinda Barrow, Director, Education Services  at Open Options. “One of the students commented that the training was the best webinar they had attended during this strange time of the pandemic and how he really enjoyed the interactive portion of the training.”

The online class is a mixture of lecture and hands-on lab exercises that build on each student’s system knowledge as the class progresses. Each student is placed into a VM lab session to configure their systems and get some practical experience. This gives the students the ability to attain the knowledge of the DNA Fusion product from the safety of their own environment.

With the success of the first iLearn Essentials class, Open Options is scheduling additional ConnectEd iLearn sessions on the Training calendar. The next iLearn Essentials session will take place on October 13th–15th. Class size is limited to four students and requires the students to have two (2) monitors to view the instructor’s computer and configure in their individual DNA Fusion system.

Please contact the Open Options training department to register for the iLearn Essentials class.

Tech Support Dives Deep into Logs to Identify Problem with Wireless Locks

An integrator was upgrading the ASSA ABLOY DSR integration at a senior living facility when he started to get “Access Denied” on all of their wireless locks for all cardholders. Although it was after normal business hours, the integrator was able to get Jose Charco, Support Technician at Open Options on the phone immediately. As a cornerstone of Open Options’ Connect Care program, Tech Support kicked into gear.

Jose gathered the logs and version information on all the software. When the DSR was upgraded from version 7 to version 8, the issue surfaced. The hunt for the cause was on. From the start, it was clear to Jose that the issue had to be something deeper than just a setting. He also realized that the involvement of the ASSA ABLOY support team and Open Options’ Development team was also needed to get to a resolution. Tech Support provided the leadership needed to gather the team resources available to address the issue.

With the backing of his colleagues, the Open Options technician checked that everything had been upgraded correctly, but he went a step further. Relying on his extensive experience in the security industry, he conducted a deep analysis of the logs. He discovered that the firmware version on the locks was the cause of the issue. This was the hidden detail that had been alluding others up to this point. 

“Once our Tech Support team member (Jose) uncovered the issue, it was just a matter of getting the firmware update pushed to all the locks,” said Nicholas Robran, Vice President of Customer Support at Open Options. “After the firmware had been updated, the issue was resolved. The integrator confirmed that everything was running fine. Everyone had access again, and the end-user customer was happy.”

To go from “Access Denied” to “All Systems Go” in as short a time as possible is a testament to the commitment and expertise of Open Options’ Tech Support to dive deeper into an issue for the fastest, most effective resolution. A seemingly “small detail” of a firmware update made a big difference. No detail is too small for Open Options when Tech Support is on the hunt.