800-729-3839

Frequently Asked Questions

EAX-500

Q:How to order parts

Part numbers can be obtained by calling Detex Tech Support, Monday through Friday, 8am to 5pm central time (800)729-3839. A distributor can also be found for you during your call.

Q:When I turn my key, why isn’t the actuator arm moving?

Check to see that the device has a mortise cylinder with a standard Yale cam and that the cam is properly aligned with the cam assembly that it inserts into.

 

Q:I lost my cover lock key, what do I do?

The cover lock has an identification number engraved next to the keyhole. It's formatted as DT0XX.

 

The XX's representing numbers from 11 to 20. This ID will also be engraved on the key you are looking for. If key is lost, call one of the following distributors depending on your location:

US Mainland - 

Door Service - 314-487-0800 Ext. 102

Universal Manufacturing- 800-821-1414

Canada - KM Thomas - 416-798-0611

Hawaii - JBL - 808-847-4021

Q:How do I install on two doors/pair of doors?

The device mounts to the wall and 2 external magnetic switches need to be used.  The switches are wired in series and connected to the green terminal block on the top of the board.  The JP1 jumper wire also needs to be cut on the board.

 

Q:How do I change the handing of my device? The magnet only works on one side of the device.

Disarm the device by turning your key clockwise. Look on the circuit board near the sticker saying "500", there are two metal prongs with white lettering near them saying 'Mag Handing'. Short them together using something metal like a screwdriver or a key. The unit should beep 5 times.  Reinstall the device with the door open, arm by turning the key counter-clockwise and close the door. You should hear 1 chirp and then the device should start the 15 second arming delay indicated by rapid flashing of green light, followed by 3 chirps, indicating that it is armed.


Link to installation instructions(handing detailed on page 6):

http://www.detex.com/Portals/0/Products/instructions/101321%20Press%20Quality.pdf

If JP1 is cut on the board, the unit is made to mount on the wall and use a external magnetic switch.

Q:The unit is beeping every 45 seconds.

The 9V battery needs to be replaced with a name brand, alkaline battery.

Q:Why do I need to change the battery so often?

The status indicator is set to "on". The battery life when using the status indicator will only get up to 3 months. 

This can be turned off by the slide switch on the circuit board as shown in the picture below. Remove the battery first, adjust the switch, replace the battery and rearm.

With status off, battery life can last for up to 12 months.


 

Q:Why can I not remove my key when the device is disarmed?

Key stop being used. This is a safety feature that will not allow a key holder to walk away from the device with their keys without the alarm being armed.

Q:Why does the device go straight into alarm after arming?

May be set to auto rearm(non-extended bypass) and the magnet on the frame not aligned properly.

Re-hand the device and ensure door stays closed throughout entire arming process.

Q:Why does the device not chirp 3 times after arming?

Devices silent arming option is enabled. To turn this off feature:

Q:Why is the LED not blinking? Why is the status indicator not working?

Status indicator set to “Off” by default. Yellow slide switch for status indicator needs to be slid to on. The unit must be off and battery removed before the change can be made.

 


Q:Why is the device not arming?

Unit could be handed to wrong side.

If JP1 is cut the small stock Detex magnet will no longer work and unit now Is looking for wired contacts.

Unplug battery and re-connect, the unit beeps 5 times.  The unit is not handed.


EAX-300

Q:Why do I need to change the battery so often?

The status indicator is set to "on". The battery life when using the status indicator will only get up to 3 months.

This can be turned off by the slide switch on the circuit board as shown in the picture below. Remove the battery first, adjust the switch, replace the battery and rearm.

With status off, battery life can last for up to 12 months.

 

Q:How do I field change the door prop time?

Refer to the installation instructions and follow the instructions on page 7 – Click picture to open installation instructions


Q:I lost my cover lock key, what do I do?

The cover lock has an identification number engraved next to the keyhole

It's formatted as DT0XX. The XX's representing numbers from 11 to 20.

 

This ID will also be engraved on the key you are looking for. If key is lost, call one of the following distributors depending on your location:

US Mainland - 

Door Service - 314-487-0800 Ext. 102

Universal Manufacturing- 800-821-1414

Canada - KM Thomas - 416-798-0611

Hawaii - JBL - 808-847-4021

Q:How to order parts

Part numbers can be obtained by calling Detex Tech Support, Monday through Friday, 8am to 5pm central time (800)729-3839. A distributor can also be found for you during your call.

Q:When I turn my key, why isn’t the actuator arm moving?

wrong cam(need standard Yale), mortise cylinder installed upside down

 

Q:Why is the device not arming?

The key is turned to the armed position, but the device does not sound when the door opens and the door prop time expires.

Handed to wrong side.

Unplug battery and re-secured, 4 times is door prop mode.  5 chirps, the unit is not handed.  Confirm the magnet is aligned correctly. 

Disarm the device by turning your key clockwise. Look on the circuit board, there are to metal prongs with white lettering near them saying 'Mag Handing'. Short them together using something metal like a screwdriver or a key. The unit should beep 5 times.  Reinstall the device with the door open, arm and close. You should hear 1 chirp and then the device is armed.



Link to installation instructions(handing detailed on page 6):

http://www.detex.com/Portals/0/Products/instructions/104889%20Press%20Quality.pdf

If JP1 is cut on the board, the unit is made to mount on the wall and use a external magnetic switch.

Q:Why can I not remove my key when the device is disarmed?

Key stop being used.  This is a safety feature that will not allow a key holder to walk away from the device with their keys without the alarm being armed.

Q:Why is the LED not blinking? Why is the status indicator not working?–

Status indicator set to “Off” by default. Yellow slide switch for status indicator needs to be slid to on. The unit must be off and battery removed before the change can be made.

EAX-2500

Q:How to order parts

Part numbers can be obtained by calling Detex Tech Support, Monday through Friday, 8am to 5pm central time (800)729-3839. A distributor can also be found for you during your call.

Q:Why do I need to change the battery so often?

The unit requires hard wire power of 12/24 V AC or DC. The battery is only a back up battery and will only last about 1 to 2 weeks without the wired voltage. If the battery frequent changing, the hard wired power will need to be checked.

Q:Why can I not remove my key when the device is disarmed?

Key stop being used.  This is a safety feature that will not allow a key holder to walk away from the device with their keys without the alarm being armed.

Q:Why is the LED not blinking? Why is the status indicator not working?

Status indicator set to “Off” by default. Yellow slide switch for status indicator needs to be slid to on.The unit must be off and battery removed before the change can be made.

 

Q:When I turn my key, why isn’t the actuator arm moving?

Check to see that the device has a mortise cylinder with a standard Yale cam and that the cam is properly aligned with the cam assembly that it inserts into.

 

Q:How to install for a pair of doors?

The device mounts to the wall and 2 external magnetic switches need to be used.  The switches are wired in series and connected to terminals 5 & 6. See diagram below:

 

Q:Why is my device going straight into alarm?

Two possible reasons:

1. Tamper plunger is not being held back by the screw on the upper left of the front of the device:

          Make sure the unit is mounted and the top left tamper screw is installed.

          Check That the security plunger is engaging the security micro switch on the back of the PCB.

2. Set to auto rearm(non-extended bypass) and the magnet on the frame not aligned properly.

          Isolate the device by using a jumper to simulate the door closure in inputs 5 and 6.

          If your device works, then check you magnet switch continuity.

          The magnetic switch is a closed contact when the door is closed and opens when the door is opened.  

          These two wires should be connected to terminals 5 & 6.

EAX-3500

Q:How to order parts

Part numbers can be obtained by calling Detex Tech Support, Monday through Friday, 8am to 5pm central time (800)729-3839. A distributor can also be found for you during your call.

Q:I lost the cover lock key. What can I do?

The EAX-3500 cover lock and keys are sold together. Contact your distributor and give them part number CL-1, or the key and cover lock 102966

 Cut code #: P310

Key Blank:

                   Ilco # - 1122

                   Yale# - Y11

Q:Why is the alarm not function correctly or operating intermittently?

Reset unit by removing battery power and building power, and re-connecting.


Q:Can’t add time to the Bar Display

Turn the key counter clockwise to reset and release the key. Then push the time button to increment bar display.

If you hold the key in the reset position and don’t release it and push the time button to increment, the display will start to add time but will alarm every time the button is pushed.

Pushing and holding the button to add time the bar graph starts to increment part of the way and the alarm sounds. Also, pushing the button 1 step at a time sounds the alarm.

The cam lever is holding in the micro switch and not returning back down.

Corrective action would be:

Loosen the two cam screws a bit they could be over tightened causing binding. If there is still an issue replace the cam, part number 102680.

Q:Why does the unit chirp every 20 to 30 seconds?

Low battery indication.

Check AC power to the device for 24VAC plug-in transformer

If other then 24VAC replace with plug-in 103951

Battery should be replace every 3-years

Battery backup 1-day fully charge

U-6 hot to the touch indicates bad battery 



 

Q:Why, when pushing the button to add time, does the alarm sound?

Check the cam assembly arm that activates the Micro Switch. Is it staying up and not returning down?

Corrective action would be to loosen the two cam screws a bit they could be over tightened causing binding. If there is still an issue replace the cam 102680.

 

 



Q:When I turn the key to reset, why doesn't the time bar display reset?

All LED's and bar display are fully on reset by unplugging both modular cables and plugging the control board back in first, then the display board.

 

If LED's return to normal. Test by adding time and opening and closing door should reset the display. Opening the door should sound the alarm with no time entered. This would be working correctly.

Display has 1 bar and can’t clear. Reset by unplugging both modular cables and plugging the control board back in first and then the display board. If this doesn’t correct it then check to see that the micro switch being released. If it is released then Cycle power to reset, if no help. Replacement board kit is 104393. This includes all 3 circuit boards and the modular cable.

Q:How do I increase or decrease the maximum time delay ?

Adjust slide switch to the appropriate position

ECL-230D/ECL-600

Q:How to order parts

Part numbers can be obtained by calling Detex Tech Support, Monday through Friday, 8am to 5pm central time (800)729-3839. A distributor can also be found for you during your call.

A parts diagram can be found in the installation instructions here:
ECL-230D Instructions

Q:Why is my device staying in alarm after I remove my key?

Rim cylinder timing may be off. Timing is adjusted on the cam bridge assembly. See diagram below:

 

 

Q:Why is the device going into alarm and the key getting stuck before I can finish locking or unlocking it?

There is a 360 degree rotation and the alarm may sound briefly during the turn of the key, it is important to keep turning even if you hear the alarm.

Q:My paddle/sign (Emergency Exit Only, Alarm Will Sound, Push Here) is broken, what do I do?

If your device has 2 bolts holding the paddle on(ECL-230D), replacement part number is, ECL-8220 or if you have 3 bolts (ECL-230D-PH) replacement part number is ECL-2109

Q:I lost my cover lock key, what do I do?

The cover lock has an identification number engraved next to the keyhole. It's formatted as DT0XX. The XX's representing numbers from 11 to 20.

 

This ID will also be engraved on the key you are looking for. If key is lost, call one of the following distributors depending on your location:

US Mainland - 

Door Service - 314-487-0800 Ext. 102

Universal Manufacturing- 800-821-1414

 

Canada - KM Thomas - 416-798-0611

Hawaii - JBL - 808-847-4021

Q:My device goes into alarm when I try to remove the key, what is the problem?

The key cylinder needs a 360 degree rotation, you may not be turning the key far enough. If you here the siren, continue turning the key and you may get past the issue.

Q:The alarm sounds when extending the bolt

  • Make sure the time marks are aligned correctly

  • Push the bar completely in, make sure the bar springs back out and turn the key 360 degrees clockwise

  • Make sure the dead bolt is not hitting the strike or bottoming out in the strike

EE Value series/Advantex

Q:Why is the LED not blinking? Why is the status indicator not working?

Status indicator set to “Off” by default. Yellow slide switch for status indicator needs to be slid to on. The unit must be off and battery and hardwired power removed before the change can be made.

Q:How to order parts

Part numbers can be obtained by calling Detex Tech Support, Monday through Friday, 8am to 5pm central time (800)729-3839. A distributor can also be found for you during your call.

Q:Why does my EE not arm?

Be sure that the dead latch is being pushed in. If the strike isn't aligned properly, it may not keep the dead latch in.

 

If it arms while pushing in the deadlatch, the strike may need to be shimmed closer to the latchbolt.

If it doesn’t arm after pushing in the deadlatch, examine the plugs in the latch assembly:

 

Make sure the 2 pin connector is fully seated on both pins and the modular (phone type) is clicked in here and also at the main circuit board.

 

 

ER Value series/Advantex

Q:How to order parts

Part numbers can be obtained by calling Detex Tech Support, Monday through Friday, 8am to 5pm central time (800)729-3839. A distributor can also be found for you during your call.

Q:Why does my ER motor keep spinning?

Top or Bottom Rods may need adjustment.

EA/EB/EBxW/Advantex/Value Series

Q:Why is the LED not blinking? Why is the status indicator not working?

Status indicator set to “Off” by default. Yellow slide switch for status indicator needs to be slid to on. The unit must be off and battery removed before the change can be made.


Q:How to order parts

Part numbers can be obtained by calling Detex Tech Support, Monday through Friday, 8am to 5pm central time (800)729-3839. A distributor can also be found for you during your call.

Q:Why is there no LED activity when key is turned ccw to armed position?

Dead or weak battery. 

Battery not secured to connector correctly. 

Battery connector or wires damaged. 

No AC power.

Install new battery, LED's should flash and the siren beep once. Secure battery correctly.  Verify power from transformer and check for correct voltage at connector P2. AC powered unit gives a low battery indication. 

Q:Why does the AC powered unit give a low battery indication?

Battery not installed. OR Low battery

Install battery. If battery is not desired, disconnect power and slide the 'Dis Lo Bat IND' switch to 'ON' position.

 

Q:When unit is armed, red LED flashes twice, green LED is on for 15 seconds. Why doesn't the device give three beeps after the green LED goes off?

The actuator is sticking to the micro switch. Call Detex - 800-729-3839

Follow these instructions:

Q:Why can't I remove my key when the bar is disarmed?

The Keystop feature is installed. This is a security feature that automatically turns the alarm on when the key is removed.

If you no longer want this feature, remove the filler plate from the bar and take out the keystop setscrew:


Q:My device is giving a low battery signal, how do I change the battery?

Q:One or both LED’s are constantly on and the unit will not arm.

Remove all power (including battery) for at least 10 seconds and then re-apply to reboot the processor.

AO19 - Automatic Operators

Q:My latchlight never comes on, it stays on close speed.

The arm may have been installed wrong. To reinstall the arm, remove from spindle and put rocker switch to hold open. Put door at 90 degrees to frame and reinstall the arm as per instructions (pg.6):

AO19-1 Push Instructions


You may also have a cam orientation issue on top of the motor gear box where the back check and latch limit switches are controlled. Follow the chart below to re-position cam:


Q:How do I replace my B100S with a new, UDC1000?

Q:How to order parts

Part numbers can be obtained by calling Detex Tech Support, Monday through Friday, 8am to 5pm central time (800)729-3839. A distributor can also be found for you during your call.

Series 800 Controllers

Q:12-800 - How does it work?

Please watch the support videos using the following links:

http://www.detex.com/Support-Training/Videos/12-800-Logic-Controller-How-It-Works

http://www.detex.com/Support-Training/Videos/12-800-Logic-Controller-Explanation-of-Wiring-Dipswitches

http://www.detex.com/Support-Training/Videos/12-800-Logic-Controller-Power-LED-Operations

Q:90-800 - I have input power, but no out put power from J3 and J4 out to the device.

If there are wires landed on the J2 fire loop, check the LED2. If it is not lit, the fire loop is open:

 When fire loop is closed:

 

TopGuard Patrol/Proxipen

Q:Why do I have to re-sync the pen all the time?

When the battery is removed for 5 to 20 minutes, the pen enters boot mode which doesn't allow it to read tags until it is re-synced with the computer. This may be due to bad batteries, but in most cases it is removed by an employee. The use of security tape around the battery cap will minimize this manipulation.

Q:The Time-Zone is incorrectly set on my Pen-DTU. How do I correct this?

On the main TopGuard screen, select the “PenDTU” bullet point and then click on the “Configuration” button. In the Configuration screen, you can select the correct Time-Zone from the dropdown list. Finally, click on “Write” to send the configuration to the Pen-DTU.

Q:I need to re-install my software, but I no longer have the CD. Where can I get the software?

If you have a current software contract with Detex, call tech support at 800-729-3839 and select option 2. We can provide contract holders with an immediate download to the software.

If you have a previous version purchased from Detex, you may be eligible for the upgrade through the purchase of a software  and support contract. Visit the Guard Tour Support Center for instructions and forms.

Guard Tour Support Center

Q:I have updated my PC and the software does not work correctly. What could be wrong?

Windows Vista and later operating systems with 32bit or 64 bit require a new version of TopGuard Patrol. You should download the latest version from our support website. It is recommended that you use TopGuard Patrol version 2.3.2 or later.

Q:I have updated my PC and now my Pen-DTU is no longer working. What could be wrong?

There are two drivers for the Pen-DTU: One for 32bit operating systems and one for 64bit operating systems. When installing the driver, you should choose the one for your version of Windows. Version 2.3.3 will automatically install the proper driver. If you have version 2.3.2 and 64 bit operating system, you may need to manually install the driver.


Q:When I install the driver on 32bit version of Windows using the “Locate and Install driver software(recommended)” option, the 64bit driver is installed and the Pen-DTU does not work. Why?

Windows prefers digitally signed drivers over drivers that are not digitally signed. Due to restrictions in 64 bit windows, all 64bit drivers must be digitally signed. In order to install the correct driver, you must re-install the driver manually. Go to the Windows Device Manager, find the “GCS PENDTU USB DEVICE” section then Right Click the [WDF:KMDF] driver and select “Update Driver”. Click on “Browse my computer for driver software”, then click on “Let me pick from a list of device drivers on my computer”. Click on “Have Disk” then “Browse” buttons. In the “Locate File” window, navigate to your TopGuard CD or Installation Folder and find the “USB_GCSPENDTU_DRIVER” folder, then go into the “GCSPenDtuUSB 32bit” folder. Click on “Open” then click OK. Click on Next and complete the driver update wizard.

Q:I have used the new driver from the CD, but it my Pen-DTU still doesn’t work. Why?

Newer computers now have USB 3 ports as standard. Pen-DTUs with a serial number older than 00002800, are not compatible with these ports. Most new PC’s still have USB 2 ports available in which the Pen DTU should work. USB3 ports are coloured blue, where USB 2 ports are coloured black. If the problem persists after switching to a USB 2 port, please contact your local distributor or Detex as you may require a new Pen-DTU.

Q:Whenever I try to “Set to PC Date/Time” to my Proxi-Pen, I get an “Error 8” message. How can I fix this?

This usually occurs when the battery has been removed from the Proxi-Pen for a period of time. Within the Configuration screen, you will see a “Last Long Power Dropout”. You must change the date and time of your computer to be the same as the Last Long Power Dropout. Once done, restart the TopGuard Patrol software. You should now be able to “Set to PC Date/Time”. Clear the Control Point Memory of the Proxi-Pen. Now change the date and time of the computer back to the current date and time. Restart the TopGuard software and “Set to PC Date/Time” once more. The Proxi-Pen should now be at the correct time.

Q:I want more than 16 tours, but It will not let me add more. I also want to use tour schedule, but I can’t find it. How do I configure these options?

The ability to use more than 16 tours and use tour scheduling is available with TopGuard Patrol Plus. Please contact your local distributor or Detex to discuss purchasing TopGuard Patrol Plus.











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Telephone:
800-729-3839

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