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FAQ and Troubleshooting

This document helps technicians and the support team quickly identify and resolve issues related to the Gateway in the Accelero environment, and answers the most frequently asked questions.

Common Issues​

1. The Gateway does not appear online in Accelero​

Possible causes:

  • Gateway with no network communication
  • Incorrect IP or IP conflict
  • Network cable disconnected
  • Gateway not restarted after configuration

Solutions:

  • Check the physical connection (cable and switch port)
  • Validate the IP configured on the Gateway
  • Test communication with ping
  • Restart the equipment after the configuration
  • Check whether the network has access to the Accelero server

2. The Gateway was online and went offline​

Possible causes:

  • Network instability
  • Power outage
  • IP change (when on DHCP)
  • Firewall blocking

Solutions:

  • Check the power supply to the equipment
  • Validate whether the IP changed (if on DHCP)
  • Review firewall/network rules
  • Restart the Gateway
  • Check the alerts in Accelero (status notification)

3. The facial/biometric reader does not receive data​

Possible causes:

  • Gateway with no communication with the reader
  • Incorrect configuration in the system
  • Local network problems

Solutions:

  • Check the reader's IP and connectivity
  • Test the communication between the Gateway and the reader
  • Validate whether the device is correctly linked in the system
  • Check whether the integration is active/licensed

4. A registered person does not appear on the facial reader​

Possible causes:

  • Person without facial access permission
  • Failure sending data from Accelero
  • Problem in the communication with the Gateway

Solutions:

  • Check whether the person has access granted
  • Confirm that the photo was registered correctly
  • Validate the Accelero → Gateway communication

5. The Gateway cannot reach the network (no IP)​

Possible causes:

  • DHCP unavailable
  • Incorrect manual configuration

Solutions:

  • Connect a monitor and a keyboard
  • Log in with User: config / Password: config
  • Configure the IP manually (IP, gateway, and DNS) — see the Installation Manual
  • Restart the equipment

6. Slowness or failure sending data​

Possible causes:

  • Congested network
  • High latency
  • Server instability

Solutions:

  • Test the network latency
  • Validate the bandwidth usage
  • Check the communication with the Accelero server
  • Consider using a dedicated network (when critical)

Frequently Asked Questions​

Does the Gateway work without internet?​

Yes, as long as the Accelero server is on the same local network.

Does the Gateway need a static IP?​

Recommended. It prevents loss of communication in environments with DHCP.

Do I need to open a port on the firewall?​

It depends on the architecture. On restricted networks, it may be necessary to allow communication between:

  • Gateway ↔ Accelero server
  • Gateway ↔ facial devices

What happens if the Gateway goes down?​

  • Accelero loses communication with the integrated devices
  • It may generate alerts (if configured)
  • Facial operations may stop working

Can I have more than one Gateway?​

Yes, especially in environments with many devices or multiple sites.

Is the physical Gateway mandatory at the site?​

No. The gateway service can also run in the cloud, reaching devices through an encrypted VPN tunnel with the customer's MikroTik as the VPN client. See Cloud Gateway for the requirements and the criteria for choosing between the two models.

In the cloud model, do I need to open a port or have a public IP?​

No. The MikroTik establishes the tunnel from the inside out. Readers remain on private IPs and no device is reachable from the internet.

I migrated to the cloud gateway and enrollments synchronize, but access is not granted. What happened?​

This symptom is typical of devices in Direct Mode, where the reader itself queries the server on every read. Each reader must be reconfigured to point to the gateway's address inside the VPN, and the local network must have a route back to the VPN range. See Cloud Gateway.

Does the Gateway come preconfigured?​

Yes. It ships from the factory with:

  • Network set to DHCP
  • Customer data (when applicable)

How do I know if the Gateway is working?​

  • Check the status in Accelero
  • Test sending users
  • Monitor the connection notifications

Can I access the Gateway remotely?​

By default, only through physical access (HDMI + keyboard).

When should I restart the Gateway?​

  • After an IP change
  • When communication is lost
  • After network/configuration adjustments

Best Practices​

  • Always configure a static IP
  • Document the IPs used
  • Monitor the status in Accelero
  • Validate the communication after the installation
  • Keep a configuration standard across projects