This error pop-up is displayed on the web-portal when the software is unable to ping the Matrix access control device. It can be due to the following reasons:

Matrix access control disconnected from power

Check the cables and power lines for any visible power interruption. 

Matrix access control disconnected from internet

Check whether the internet is active and the LAN cable is correctly inserted or wifi password is correctly configured on the device.

Internet router reset or replaced

If the internet router was reset or replaced, it needs to be reconfigured. Please contact us at [email protected]

If none of the above are applicable, please check whether your static IP has changed. 

How to check your IP address?

• Open your web browser from the computer on the same network as the Matrix access control device

• Type WhatsMyIp in the address bar

• You'll see your IP in the Google results

• It should match the IP given by your ISP at the time of purchasing a static IP

If the IP doesn't match, please contact your ISP. Once the issue is resolved with your ISP, please contact us at [email protected] for reconfiguration.