REX cylinder

  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you're trying to enroll is very dry. Make sure your skin is moist enough.
  • The device is in the sleep mode. Move the button on the outside to wake it up.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
  •  The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • Skin on the finger you're trying to enroll is very dry. Make sure your skin is moist enough.
  • The device is in the sleep mode. Turn the outside knob to wake it up.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
  • The device is in the sleep mode. Move the button on the outside to wake it up.
  • The batteries are empty. Replace them if you have the access to the internal knob. If you do not have the access, initiate emergency power supply from the external side (for details see the user manual), open the door and replace the batteries.
  • Device malfunction. Take out the connector for 9V battery and bridge the connection between the poles with a metal object (a Euro coin). The device will reset. If this step does not help, call an authorised repair service.
  • REX cylinder was not installed correctly. Check the screw fixing the Euro cylinder in the mortise lock.
  • The external knob is screwed too closely to the door. Call an authorised repair service to make the necessary adjustments.
  • If a child's fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child's fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child's fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the REX touchpad or the REX bluetooth.

REX bioreader

  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you're trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • Skin on the finger you're trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
  • The device is not connected to the power supply. Check the wiring for possible damage and check the fuse on which the device is connected. If the device still does not respond, call an authorized repair service.
  • Under strong daylight the white LED might not be visible. Shade the device with your hand.

Device malfunction. Call an authorised repair service.

  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • Device or electric lock malfunction. Call an authorised repair service.
  • If a child's fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child's fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child's fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the REX touchpad or the REX bluetooth.

REX handle

  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you're trying to enroll is very dry. Make sure your skin is moist enough.
  • The device is in the sleep mode. Press one of the buttons to wake it up.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
  • The finger has been pressed on the sensor too harshly or too gently. The finger must be pressed on the surface of the sensor with normal strength.
  • A too small surface of the fingerprint has been pressed on the sensor. A larger surface of the fingerprint must be pressed on the sensor.
  • Skin on the finger you're trying to enroll is very dry. Make sure your skin is moist enough.
  • The device is in sleep mode. Press one of the buttons to wake it up.
  • For troubleshooting regarding children, elderly and damaged fingerprints read the last tab.
  • The device is in the sleep mode. Press one of the buttons for 1 second and it will wake up.
  • The device is not connected to the power supply. Check the wiring for possible damage and check the fuse  on which the device is connected. If the device still does not respond, call an authorized repair service.

Device malfunction. Call an authorised repair service.

  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • Device or electric lock malfunction. Call an authorised repair service.
  • If a child's fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child's fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child's fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the REX touchpad or the REX bluetooth.

REX indoor

  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able add a new fingerprint after you delete one of the existing ones.
  • Skin on the finger you're trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
  • The finger has been pressed on the sensor too harshly or too gently. The finger must be pressed on the surface of the sensor with normal strength.
  • A too small surface of the fingerprint has been pressed on the sensor. A larger surface of the fingerprint must be pressed on the sensor.
  • Skin on the finger you're trying to enroll is very dry. Make sure your skin is moist enough.
  • The device is in sleep mode. Press one of the buttons to wake it up.
  • For troubleshooting regarding children, elderly and damaged fingerprints read the last tab.
  • The device is in the sleep mode. Press one of the buttons for 1 second and it will wake up.
  • The device is not connected to the power supply. Check the wiring for possible damage and check the fuse  on which the device is connected. If the device still does not respond, call an authorized repair service.

Device malfunction. Call an authorised repair service.

  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • Device or electric lock malfunction. Call an authorised repair service.
  • If a child's fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child's fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child's fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the REX touchpad or the REX bluetooth.

REX touchpad

  • The surface of the finger pressed on the number was too small. Your finger should cover the whole number.
  • You approached the number too slowly. You need to press the number quickly.
  • Device malfunction. Call an authorised repair service.
  • You forgot to press the ’check mark’ after the code.
  • You entered a wrong code.
  • The code you entered had been deleted from the database.
  • If the code is correct but the door does not unlock, the most likely reason is a malfunctioned electric lock.
  • Backlight is poorly visible in strong daylight.
  • Backlight has been turned off. Press any key.
  • Device is being turned off or is not connected to a power supply.
  • Device malfunction. Call an authorised repair service.

A wrong code was entered three times in a row. The keypad is temporarily locked.

Device malfunction. Call an authorised repair service.

REX bluetooth

  • The surface of the finger pressed on the Bluetooth sign was too small. Your finger has to cover the whole sign.
  • You approached the Bluetooth sign too slowly. You should press it quickly.
  • Device malfunction. Call an authorised repair service.
  • The phone is not paired with the device.
  • Bluetooth radio on the phone is turned off or the telephone is not in discoverable mode.
  • Phone pairing was canceled.
  • If the phone was paired and has the Bluetooth turned on in discoverable mode and can not be found by the device even after a longer period of time, call an authorised repair service.
  • Backlight is poorly visible in strong daylight.
  • The device is turned off or is not connected to a power supply.
  • Device malfunction. Call an authorised repair service.

ARX one

  • You swiped your finger over the sensor too quickly or too slowly. Swipe it with normal speed. The highest speed at which your finger is readable is 15cm/s.
  •  The surface of the finger that swiped the sensor was too small. Make sure that the finger is pressed on the sensor adequately while swiping.
  • The fingerprint database is full. You will be able to add a new fingerprint after you delete one of the existing ones.
  • Skin on the finger you are trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
  • You swiped your  finger over the sensor too quickly or too slowly. Swipe it with normal speed. The highest speed at which your finger is readable is 15cm/s.
  •  The surface of the finger that swiped the sensor was too small. Make sure that the finger is pressed on the sensor adequately while swiping.
  • Skin on the finger you are trying to enroll is very dry, dirty or damaged.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.

The device is not connected to the power supply. Check the wiring for possible damage and check the fuse on which the device is connected. If the device still does not respond, call an authorized repair service.

Device malfunction. Call an authorised repair service.

  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and the quick guide.
  • Device or electronic lock malfunction. Call an authorised repair service.
  • If a child's fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child's fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child's fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the REX touchpad or the REX bluetooth.

ARX manager

  • You swiped your finger over the sensor too quickly or too slowly. Swipe it with normal speed. The highest speed at which your finger is readable is 15cm/s.
  •  The surface of the finger that swiped the sensor was too small. Make sure that the finger is pressed on the sensor adequately while swiping.
  • The fingerprint database is full. You will be able to add a new fingerprint after you delete one of the existing ones.
  • Skin on the finger you are trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
  • You swiped your  finger over the sensor too quickly or too slowly. Swipe it with normal speed. The highest speed at which your finger is readable is 15cm/s.
  •  The surface of the finger that swiped the sensor was too small. Make sure that the finger is pressed on the sensor adequately while swiping.
  • Skin on the finger you are trying to enroll is very dry, dirty or damaged.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.

The device is not connected to the power supply. Check the wiring for possible damage and check the fuse on which the device is connected. If the device still does not respond, call an authorized repair service.

Device malfunction. Call an authorised repair service.

  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and the quick guide.
  • Device or electronic lock malfunction. Call an authorised repair service.
  • If a child's fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child's fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child's fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the REX touchpad or the REX bluetooth.

Request for technical assistance:

If you have not found the solution under FAQ section or in any of the written or video manuals, send us a message and our technician will contact you as soon as possible. Please send us as many relevant information regarding your problem as you can, to help us solve it quickly and efficiently.

Requests for warranty enforcements which are a result of insufficient knowledge about the device and how to handle it will be discarded as unjustified and the costs of intervention will be covered by a buyer. If you are not sure whether the device is malfunctioning, please read the user manual or the FAQ section on this web page.

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