Re: Kantech Entrapass Corporate 6 and Smartlink

[JoeRaisin <joeraisin2001@xxxxxxxxx>]

On 1/28/2015 2:38 PM, papawolf101 wrote:
> I am looking for information on Kantech Entrapass Corporate 6 and
> smartlink.
> We used to have it on an XP machine but upgraded to a Windows 7. Since then
> the smartlink has not worked, and we keep having problems with the
> operation
> of Entrapass. Also used to have the server and gateway operating in the
> background automatically, now I have to start server before entering new
> users
> and today the gateway wouldn't work. Said it couldn't talk to the server,
> check the network, it is all on the same computer. I found you through a
> forum, but the most recent post is 2013. Our installer now wants $90 per
> hour
> to come and scratch his head commenting that he doesn't know anything about
> the program and that he doesn't know how the system works. All he does is
> calls Kantech, but they only talk to installers, not users. Posted to
> the Face
> Book page, but nothing there. Can anyone here give me some help?
>

Hindsight being 20-20 and the fact that we learn from our mistakes,
after you get this unscrewed call that installer for a heads up the next
time you mess with the computer or server that has important software
loaded on it - a $90 service call up front will save a ton of head
scratching and multiple service calls on the back end.

You can try to find another Kantech installer who has the proper
training if, for no other reason than he will know what questions to ask
tech support and be able to follow directions without needing a screen
by screen, click by click hand-holding session.

Or at least you might be able to find someone who doesn't charge quite
that much for a hand-holding session with tech support.  In my
experience, the Kantech phone guys are great at what they do and can
usually guide a competent tech to a solution to even confusing problems
pretty quick.  But have whoever you call come in the morning, much
shorter hold times, if any - their phones lines tend to get a bit
crowded in the afternoon.

But, as a start, have your IT guy make sure the server and the gateway
are running as a windows service and that they are starting up
automatically. (That will be the first thing tech support has him look at)

My guess is that whoever did the windows upgrade didn't know what those
services were and stopped them.  Hopefully he didn't delete anything
important.

Since your Entrapass version 6 upgrade had to have happened within the
last 6 months to a year, maybe you can scream and yell enough at your
installer to get him to cut a break on the fix - you did spend a pretty
penny on those tokens, after all - I'm sure he didn't sell them to you
at cost.


BUT- at the end of the day...

I'm still scratching MY head as to how a guy is installing a system he
knows nothing about...

You need to call around and find a certified dealer in your area -
Kantech CAN help you with that.  If you get a guy who knows what he is
doing, you will be amazed at what the system can do for you...