Overview
Passengers are unable to pass through gates due to card validation failure. This can be caused by issues related to the card, validator, or backend systems.
⚠️ Common Causes
Card-Level Issues
Expired or inactive product
Damaged or unreadable smart card
Incorrect product encoding
System-Level Issues
Security key mismatch
Validator configuration errors
Outdated firmware
Backend Issues
Transaction sync delays
Card status not updated
Product not recognized by system
?️ Troubleshooting Steps
1. Check Card Status
Verify if the card is active and valid
Confirm product validity (date, zone, usage limits)
2. Test on Another Validator
Determine if issue is device-specific
3. Inspect Validator Logs
Identify error codes (e.g., authentication failure, read error)
4. Validate Security Keys
Ensure keys match between card and validator
5. Check Backend Sync
Confirm latest transactions are reflected in the system
? Resolution Actions
Reissue or reload the card if corrupted
Update validator configuration or firmware
Sync validator with backend system
Correct product data if misconfigured
? When to Escalate
Multiple cards failing across same gate
Persistent validation errors after fixes
Suspected encryption or certification issue
? Pro Tip
If failures occur intermittently, investigate network latency or partial sync issues, as these often cause inconsistent validation behavior.
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