Why is my door not following its schedule?

Answer each question, and each answer tells you which step to go to next. Start at Step 1.

Step 1: What is the door doing?

Unlocked when it should be locked, or locked when it should be open → go to Step 2
Shows locked in QxControl but is physically unlocked, and locks when a card is swiped → go to Step 7
The door is fine, but certain people are denied with “NotPermittedAtThisTime” → go to Step 8
A gate opens or closes on its own → go to Step 9
Not sure what changed it → go to Step 10

Step 2: Is the door in a manual override?

Hover over the door's lock icon. An overridden door uses the same icon as a normal unlocked door, so only the hover text tells you.

Hover text says Overridden (e.g. “Lock: Overridden Unlocked”). Someone used Unlock or Lock, and it stays that way until released. → go to Step 3
It doesn't say Overridden → go to Step 3 anyway. Reverting is quick and safe.

Step 3: Revert to schedule

Select the door, click Actions, then Revert to Schedule.

The door goes back to normal → done. After any temporary unlock, use Revert to Schedule.
Still wrong → go to Step 4

Step 4: Check the door's schedule

Go to Doors, pick the door, click Edit Door, and look at the Unlock Schedule at the top.

Wrong schedule selected: pick the correct one (or Never) and save → done
Right schedule, wrong hours: fix its time blocks under Schedules → done
Right schedule and hours, but the door runs hours early or late → go to Step 5
Only happens on or around a holiday: check the Holiday Set on the schedule. See Setting up Holiday Schedules → done
All of this looks right → go to Step 6

Step 5: Check the Place's time zone

Schedules run on the time zone of the door's Place. A missing or wrong time zone shifts everything (e.g. opening at 12:15 AM instead of 7:15 AM). Set it with How do I set my timezone in Places.

Fixed → done
Time zone is already correct → go to Step 6

Step 6: Make sure the controller has the latest settings

Schedule changes only take effect once they reach the door controller.

Check that the door's controller shows Connected.
Use Update Panel on the controller by clicking Config and Update from the door or Device, then Actions › Revert to Schedule on the door.

If the controller shows an update error or never finishes updating, contact support (see below). Sometimes one bad record can stop the rest of a controller's settings from downloading. Mercury controller keeps dropping offline? See LP1501/02 Connection Troubleshooting.

Step 7: Lock polarity is reversed

Follow Lock Status appears to be the opposite of the physical door.

Step 8: People are denied, but the door is fine

This isn't the door's schedule. People get access through their Group, and each Group's Permission sets which Places they can enter and on what Schedule.

Open the person in People and check which Groups they're in.
Open that Group's Permission and check its Schedule.
If it's a holiday, the holiday has to be defined on that schedule too.

See How do I give someone door access? and Using Groups.

Step 9: A gate moves on its own

Check the door activity in QxControl for the time the gate moved.

There's an event at that time. QxControl most likely moved the gate → go to Step 2
No event in QxControl. The gate operator likely moved it on its own (its own timer, loop detector or inputs). Check the operator's settings and wiring with your installer → done

Step 10: Find out what changed the door

Run a door activity report for the time of the issue. It shows unlock/lock commands, schedule changes and access events.
Check the Audit Trail for changes to Doors, Schedules, Schedule Blocks or Holiday Sets.

Then start again at Step 1 with what you found.

Still not working? Contact support

Include the Gateway serial number and door name, the date and time it happened (with time zone), what the door should have done vs. what it did, whether anyone used Unlock, Lock or Revert to Schedule, and a screenshot of the door's activity for that time.