Support
Set Access Levels, Door Schedules and Holiday Rules
Permissions and Schedules
Summary
Follow the four stages below to diagnose staff require different doors, hours, expiry dates or holiday access without losing evidence, configuration or device ownership.
Applies to
- Multi-door access-control systems
- Role-based staff and contractor access
Difficulty and time
Difficulty: Advanced
Estimated time: 30 to 75 minutes
What you will need
- The exact model and current firmware or app version
- Administrator access where authorised
- A photo or screenshot of the current status
- One controlled test case and its exact time
What this guide covers
- Preserve and reproduce the fault
- Open the correct diagnostic screen
- Correct the proven cause
- Verify and document the result
Use this page when staff require different doors, hours, expiry dates or holiday access. It includes the menu or screen to look for, the status that matters and a repeatable proof test.
Exact labels can differ between recorder, controller, app and firmware versions. If the named screen is not present, do not guess at destructive options; note the model and current version for support.
Before you start
Protect the current system and record a baseline before changing anything.
- Write down the exact symptom: a credential works at the wrong door/time or is denied despite appearing active.
- Photograph the current status, error text, wiring or timeline as applicable.
- Record the last known working time and anything changed immediately before the fault.
- Export assignments or screenshots before bulk changes and keep an approved permissions matrix.
A broad access level can unlock more doors than intended
Use least privilege. Do not copy administrator, all-door or 24-hour permissions merely because they are easy to test.
If the required option is missing or the result does not match this guide, stop and identify the exact model before continuing.
What usually causes this
- Schedule excludes the current time
- Holiday rule overrides normal hours
- Access level was not applied
- Another broad level grants access
Step 1: Preserve the current state and reproduce the fault
Begin with a repeatable baseline so you know whether a later change genuinely helped.
- Reproduce the problem once and record: a credential works at the wrong door/time or is denied despite appearing active.
- Note whether every device or user is affected, or only one.
- Compare one working path with the failing path if a comparison exists.
- Export assignments or screenshots before bulk changes and keep an approved permissions matrix.
Step 2: Open the correct screen and inspect the evidence
The primary diagnostic location is Access-control client > Access Control > Schedule/Template, then Access Level > Add/Apply. Do not change anything until the displayed state is recorded.
- Open Access-control client > Access Control > Schedule/Template, then Access Level > Add/Apply. Menu wording can vary by model and firmware; use the nearest equivalent label.
- Map each staff role to required doors and times before editing software.
- Check timezone, holidays and overnight periods that cross midnight.
- Review current person-to-access-level assignments for conflicts.
Step 3: Correct only the cause you proved
Use the matching correction below. Make one change, save it, then repeat the same test.
- Create named reusable schedules for ordinary hours, after-hours and holidays.
- Create access levels combining only required doors and schedules.
- Assign people/groups with explicit validity dates, then apply to controllers.
- Remove superseded access levels to avoid overlapping unintended permission.
Step 4: Verify, monitor and document the handover
A saved setting is not proof. Test the real outcome locally first, then test any app, cloud or client path separately.
- Test an authorised credential during an allowed period.
- Use a temporary controlled schedule or test credential to prove expected denial.
- Review the transaction reason and person/access-level name.
- Check the next holiday/overnight transition and document exceptions.
Controlled support test
Situation: The reported symptom was: a credential works at the wrong door/time or is denied despite appearing active.
Solution used: The current state was recorded in Access-control client > Access Control > Schedule/Template, then Access Level > Add/Apply, one matching correction was made, and the same test was repeated.
Why this was chosen: This separated the proven cause from unrelated settings.
Installation notes: The final screenshot and test time were saved with the handover record.
Official reference used for this guide
Menu names differ between releases. Confirm model-specific behaviour in Hikvision Add Single Person and Access Level documentation before firmware, reset, storage or security-sensitive work.
Common mistakes
- Changing several settings before repeating the original test.
- Using a factory reset, initialise or format option as an early troubleshooting step.
- Treating an app symptom as proof that the local hardware or recording has failed.
- Failing to record the model, version, exact error and test time before escalation.
- Assuming similar-looking models use identical menus or features.
Troubleshooting table
| Symptom | What to check | What to do next |
|---|---|---|
| a credential works at the wrong door/time or is denied despite appearing active | wrong schedule timezone, holiday override, un-applied level, overlapping assignment or expired person | Open the named diagnostic screen, record the displayed state and use the matching correction above. |
| The named menu is not visible | Different firmware, permissions or model capability | Do not substitute a destructive menu. Capture the model and version and use its official manual. |
| The change saves but the fault remains | The selected cause was not the root cause | Undo the change if appropriate, return to the baseline and compare the failing path with a working one. |
| Local test works but app or client test fails | Account, permission, cloud or remote-network path | Keep the proven local configuration and diagnose the remote path separately. |
| Problem returns later | Intermittent power, cable, storage, network or schedule condition | Record the new failure time and status; correlate it with logs, events and the last known working interval. |
When to contact support
Contact SecurityWholesalers support when approved schedules and assignments are correct but controllers reject or fail to synchronise them.
Send the order number if available, exact model, firmware or app version, screenshot of Access-control client > Access Control > Schedule/Template, then Access Level > Add/Apply, the failure time, and the result of the local proof test.
Related support guides
- Access Control Support Guides - Browse every guide in this support area.
- All Technical Support Guides - Return to the complete support library.
Related buying guides
- Access Control Buying Guide - Door hardware, credentials and system-planning guide.
Relevant product categories
- Access Control Products - Controllers, readers, locks and credentials.
- Door Strikes - Electric strike hardware.
- Maglocks - Electromagnetic locking hardware.
Still stuck?
Need help choosing or setting up a system? Contact SecurityWholesalers support with your order number, product model and a clear description of the issue.
Frequently asked questions
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Where should I click first for set access control access levels?
Start at Access-control client > Access Control > Schedule/Template, then Access Level > Add/Apply. Record the existing state before changing it because labels and available options can vary by model and firmware.
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What should I look for on that screen?
Look for schedule days/times, holiday groups, door list, person validity and applied/synchronised status.
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What must I avoid changing during the first check?
Use least privilege. Do not copy administrator, all-door or 24-hour permissions merely because they are easy to test.
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How do I prove the correction worked?
Generate an expected grant and denial and match each event to the intended schedule/access-level rule.
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Why might my menu names look different?
Recorder, controller, camera, app and firmware releases can use different labels. Use the closest equivalent only when its function is clear; otherwise record the model and version for support.
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Should I factory-reset the device?
Not as an early step. A reset may erase users, network settings, recording configuration, licences or cloud ownership. Back up the configuration and confirm the recovery plan first.
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What should I send technical support?
Send the exact model and version, screenshot of Access-control client > Access Control > Schedule/Template, then Access Level > Add/Apply, exact error text, failure time, what changed before the fault and the result of the controlled local test.
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Can configuration changes recover data or events that were never recorded?
No. A correction can restore future operation, but it cannot recreate footage, alarm events or access transactions that were never stored.