The nerve center of our access control solution is 2N Access Commander. Use it for managing access to the building and monitoring the status of 2N access devices in real time.

Have you found an issue with our 2N Access Commander? We will show you how to contact the 2N Technical support team and what information should be prepared before contacting.

Prerequisities

• 2N Access Commander, the latest version of the software if possible;
  no additional license is required for collecting diagnostics logs.

We are happy to help

In case of any issue, feel free to contact the 2N technical support team. 
Here are mentioned all the ways how you can proceed it: https://www.2n.com/support/technical-support

We will be glad, if you can tell us following information to help us with resolving your issue and providing our feedback much faster.

• Detailed description of the issue
  Please describe to us your issue in detail, so that we will be able to replicate the behavior based on that description.

• Diagnostics logs
  Please download diagnostics logs by following this steps:
  
  

  
  More information: Diagnostics logs

• The software version you use
  If you do not use the latest version available, we strongly recommend to perform update of the system.
  More information: Update of 2N Access Commander

• Information about current license tier
  More information: Licensing in 2N Access Commander

• Do you use virtual machine or 2N Access Commander Box solution?
  In case of the virtual machine, which supported virtualization platform do you use? (VMware / Hyper-V / VirtualBox) 

• Network topology
  Please attach network topology diagram of connection between 2N Access Commander and devices (intercoms, access units, ...) including IP adressing and information about used VPNs, VLANs, etc...

• Complete backup of your installation (optional)
  For more complex issues, please send us the current configuration backup of the system.
  More information: Backup and setting restore

• Factory reset of BOX, BOX 2.0 (optional)
  In case you have a backup of your configuration, you can try to reset your 2N Access Commander BOX or 2N Access Commander BOX 2.0 to factory default values. 
  This cannot be done for virtual machine.
  Factory reset will erase all data in device. 
  More information: Factory reset of the 2N Access Commander Box