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Al Rajhi – Shafeeq Ahammed – Summary

By viraj.barot

  • Issue Reported

    Problem Reported by Shafeeq:

    “We face problem with INVIXIUM Touch which we installed in a customer site, which the INVIXIUM device is getting hanged always and one of it is not working with the lock after 3 month of installation where it was working perfect at the time of installation. Please do something as soon as possible for these problem, because we are afraid that we will lose customer's faith in the device.”

  • IXM Support ask to provide more infomation on the IXM TOUCH issues

    “Support has contacted the customer and asked to provide following information –
    1. How many of IXM TOUCH devices having this issue?
    2. When does this device hang? Is it while placing the finger for authentication or in the idol state?
    3. What is firmware version of IXM TOUCH device?
    4. What is version of IXM WEB customer is using?
    5. Can you please send us the device bug logs for further investigation on this case?”

  • IXM Support has followed up the customer to gather more details about the issues.

    Support has sent a follow up mail chaser to the customer.“Hello Shafeeq,
    I am keen to know more about the issue you are experiencing with IXM TOUCH device. Further to my investigation on this case, I would like to inform you that kindly please check that you have installed the earth ground cable that is provided with the installation kit. Please refer the Installation guide where it mentions about the earth cable that should be connected to a high quality earth ground.
    Kindly please find the att

  • IXM Support has followed up again to gather more details from the customer.

    Support has sent another follow up mail chaser to the customer.
    “Hello Shafeeq,
    I am keen to know more about the issue you are experiencing with IXM TOUCH device. Further to my investigation on this case, I would like to inform you that kindly please check that you have installed the earth ground cable that is provided with the installation kit. Please refer the Installation guide where it mentions about the earth cable that should be connected to a high quality earth ground.
    Kindly please find

  • Customer provided details about issues: A> IXM TOUCH Door Unlock issue, B>IXM TOUCH Hang issue.

    Shafeeq Provided details asked by support.
    “Dear Neil,
    1. Total 5 INVIXIUM TOUCH Devices having problem
    2. a) One Device is having problem which it's not unlocking the door even the device says the finger is accepted*.
    b) Two Device's having hanging Problem (MAINDOOR 1 and TBL IN), in which bug logs of one device is attached (MAINDOOR 1) and these two device's are hanging on idol state.
    c) Two more Device's are having problem which it's not unlocking the doo

  • IXM Support has asked customer about providing more details on A & B issues.

    Support has replied the customer to ask more details.
    “Hi Shafeeq,
    Thank you for contacting Invixium Technical Support to report the issue with IXM TOUCH devices. Kindly please provide us the following details to investigate this issue.
    Followings are the issues you have reported.
    1. IXM TOUCH unable to unlock the door:
    a. When device says access granted, does LED colour changed to GREEN or any other colour??
    b. In this state, when you place your finger on the sensor, does the LED colour changes

  • Customer responded with details of A & B issues as asked by support.

    Shafeeq Replied with more details.
    “Hi,Neil
    Hope you are well the details are given below
    1. IXM TOUCH unable to unlock the door:
    a. When device says access granted, the LED colour is changing to GREEN and suddenly returning to CYAN colour ( Before placing the finger the colour was CYAN only) .Also the command "ACCESS GRANTED" is not complete in the voice because it's acting suddenly .
    b. In this state, when I place the finger on the sensor, the LED colour changes from CYAN to BLUE then to GREEN

  • IXM Support has given action plans on both A & B issues and asked to send results.

    Support has responded with the next action plan on this case.
    “Hello Shafeeq,
    Thank you for your response on this case. I would like to inform you the followings for the IXM TOUCH door unlock and IXM TOUCH hang issues respectively.
    1. IXM TOUCH DOOR UNLOCK ISSUE: A. Please go to IXM WEB > Config > Presence Detect, INACTIVE presence detect feature and apply on device. This will stop incomplete playing of access granted and access denied audio. Also, if you are able to hear relay sound then devic

  • Customer Responded with results on A & B issues, where issue A was under testing and issue B was still worked upon.

    Customer responded with results and more information on this case.
    “Hi,Neil
    As per your information i will check it later, but about the device I think we have some misunderstanding
    1. IXM TOUCH DOOR UNLOCK ISSUE: For these issue I changed with another INVIXIUM device for the same wiring and same lock and its working without any problem for one of them. The other two devices i just power off and on again and until now it's working clearly.
    1. IXM TOUCH DEVICE HANG ISSUE:
    E. The Same Power Sup

  • IXM Support has requested time to research on the issue B.

    “Hello Shafeeq,
    Thank you for your response on this case. Please allow us some time to get back to you with an update on this case. ”

  • Customer asked for an update on the case regarding issue B.

    Customer replied with more information and expecting the next action plan. “Hi,Neil
    As per your information i will check it later, but about the device I think we have some misunderstanding
    1. IXM TOUCH DOOR UNLOCK ISSUE: For these issue I changed with another INVIXIUM device for the same wiring and same lock and its working without any problem for one of them. The other two devices i just power off and on again and until now it's working clearly.
    2. IXM TOUCH DEVICE HANG ISSUE: A. Its 12V an

  • IXM Support has consulted Neil & Dilip for device replacement.

    Support has consulted Neil for device replacement.
    “Hello Neil,
    We have troubleshoot this issue with development team and looks like this device may have hardware issues as it is hanging intermittently. We may have to recall this device from the customer for further investigation.”

  • IXM Support suggested the customer to return the device with issue B.

    Support asked the customer to return the IXM TOUCH unit with HANG ISSUE as IXM TOUCH Device UNLOCK ISSUE was working at the moment after changing wiring.
    “Hello Shafeeq,
    Thank you for your response on this case. I apologize for a delayed response on this case. Regarding the Lock issue with IXM TOUCH please let us know in case if you again run in to any further issues and the for the hang issues with IXM TOUCH, we would like to ask you to send us the IXM TOUCH Unit for further investigation on th

  • Customer asked accounts to take back both devices with issue A & B.

    Customer informed Jayant that both the IXM TOUCH units has to be replaced as both have issues.
    “Dear Jayanth
    Sorry for the late replay ,we have two invixium faulty device currently in which one is having hanging problem other one is having unlocking issue. Can we send two or any one, if its one which one we need to send you.”

  • IXM Support has asked customer to provide more details about the device with issue A.

    Support has contacted the customer to check the status on the IXM TOUCH unit with door Unlock issue.
    “Hello Shafeeq,
    Thank you for your response on this case. Regarding the lock issue with IXM TOUCH device please do the following:
    1. Try to replace this device with another IXM unit to test.
    2. Use the same cable wiring to check with. Please let us know if the other device is working correctly on the same wiring or not. Please revert back to us for any queries you may have.”

  • Customer provided details about device with issue A.

    Customer responded to the support. “Dear All,
    We already changed the invixium device with same wiring and it's working OK .That is why we think the problem with the device and please send the RMA for two devices. It's urgent and very important because the customer is not satisfied and angry with the device performance and also our manager is angry and say's me to send two devices urgently.”

  • IXM Support asked customer to return the device after consulting with Neil over skype.

    Hello Shafeeq, Thank you for your response on this case. I understand and completely empathize with you, let us have this IXM TOUCH unit replaced for you. Jayant from our accounts will be assisting you regarding the RMA. Please revert back to us for any further queries you may have on this case.

  • Jayant Escalated the issues to the Management

  • While processing RMA for A & B issues, Adel reported issue C.

    Hello team, This update follows my second conversation with the customer. So here`s the list of issues that Adel mentioned to me:
    1. Hanging: The screen goes blank and the device stops responding. This is happening intermittently.
    2. The device correctly captures the fingerprint, but fails to unlock the door.
    3. This one has me totally flummoxed! Here`s the narrative. Today Adel was called to the site where the devices are installed to experience the issue for himself. Now bear in min

  • Current Issues with AlRajhi A, B & C.

    A: IXM TOUCH Device Hanging 1 Unit.
    B: IXM TOUCH Device Door Doesn't Unlock 1 Unit.
    C: IXM TOUCH Device security issue on approx 11 units.