Why are door-held-open alerts missing or firing too often?

Find the right troubleshooting path

Use these observations to narrow the cause; they are not a definitive diagnosis.

Work through the checks

1. 1

   Verify the physical state first

   Arrange a controlled test with the site team. Watch the door state in Command while an authorized person opens and closes the door. Access Control DHO detection requires a door position indicator. If the displayed state does not follow the door, have the installer inspect the sensor and configuration before tuning alerts.

   Reference: Configure a Door in Command (opens in a new tab)
2. 2

   Review the door’s monitoring settings

   An authorized access administrator should open the door settings and review DPI, Monitor DHO and DHO Threshold. Record the original values. Set the threshold to the site’s approved operating requirement, not simply to a larger number that suppresses a recurring fault.

   Reference: Configure a Door in Command (opens in a new tab)
3. 3

   Separate a real held door from false feedback

   Compare the event time with observed activity or authorized context video. A delivery cart holding a door and a misaligned contact can look similar in the event list but require different corrections. Document the physical cause before changing the notification policy.

   Reference: Configure a Door in Command (opens in a new tab)
4. 4

   Review the notification rule

   Check that the alert selects the intended door and DHO event, then review recipients, notification methods and schedule. Event detection and delivery are separate stages. An event appearing in history does not prove the on-duty responder received a notification.

   Reference: Configure Access Event Alerts (opens in a new tab)
5. 5

   Test below and above the threshold

   With the site team supervising, perform one short opening and one opening that exceeds the configured threshold. Check the recorded events and actual recipient delivery. Close the door and confirm the displayed state returns correctly. Do not interfere with emergency egress or active security response.

   Reference: Configure a Door in Command (opens in a new tab)

Verify the result

Record the configured threshold, both test durations, event timestamps and recipient results. Confirm routine opening does not produce the unwanted alert and a genuine over-threshold opening reaches the intended responder.

If the issue remains

For false state, provide the installer with physical observations and sensor details. For delivery failure, provide the event timestamp and alert configuration to the administrator. Keep the two fault paths separate.