Instruction Manual

28 Customer Care Center 1-800-732-2677 www.petsafe.net 29
ASSISTANCE
ASSISTANCE
TROUBLESHOOTING
The answers to these questions should help you solve any problems you have with the Passport
™
. If they do not, please contact our Customer Care
Center at 1-800-732-2677 or visit our website at www.petsafe.net.
TROUBLESHOOTING
PROBLEM SOLUTION
Passport
™
does not respond to a Passport Key
™
when pet is directly
in front of the pet door flap
•ChecktomakesurePassport
™
Door Operational Mode is Smart
Mode (see “Door Operational Modes” page 19).
•CheckPassportKey
™
has been programmed to the Passport
™
.
•CheckPassportKey
™
is attached to your pet’s collar correctly.
•ChecktherearenootherPassportKey
™
accessories in the area near
the Passport
™
.
•CheckpoweradapterisconnectedtothePassport
™
, or if using the
Passport
™
Rechargeable Battery it is correctly inserted and has a full
charge.
•Makesuremotionsensorwireisconnectedfromtheinteriorframeto
the exterior frame.
•Makesurenothingisobstructingmotionsensorsoninteriorand
exterior frames.
•ChecktoseehowpetisapproachingPassport
™
. If approaching from
side, the motion sensors cannot detect pet so Passport
™
can read
Passport Key
™
(see “Understanding Motion Sensors” page 11). Retrain
pet (see “Train Pet” page 17).
•Checktherearenoradio-frequencytransmittingdevicesorelectronic
devices that may be interfering with the operation of the Passport
™
.
•Ifproblemcontinues,relearnpet’sPassportKey
™
. Make sure the
Passport Key
™
is 5” to 6” away from the Passport
™
Flap when
relearning (see “Relearn Pet” page 26).
•Ifproblemcontinuesafterrelearningpet’sPassportKey
™
, contact
Customer Care Center (see “Customer Care International” page 29)
Passport
™
is not reading key fast enough for pet
•Ifyouhavemultiplepets,makesureeachpet’sre-latchtimeisset
to 1 or 2 seconds (see “Re-latch Time” pages 22 and 25). If a pet’s
re-latch time is set longer, it could keep the door from opening quickly
enough for the next pet.
•MayhaveanerrororATTENTIONscreen.CheckLCDscreenfor
message.
In-Tone or Out-Tone is not working
•CheckPassport
™
Door Operational Mode is set to Smart Mode (see
“Door Operational Modes” page 19).
•CheckpetiswearingprogrammedPassportKey
™
•CheckVolumeisOn(see“VolumeControl”page19).
•CheckIn-ToneorOut-ToneisnotsettoOff(see“In-Tone&Out-Tone”
page 22 and 25).
Pet Tracking is not working
•CheckPassport
™
Door Operational Mode is set to Smart Mode (see
“Door Operational Modes” page 19).
•CheckpetiswearingprogrammedPassportKey
™
•Makesurepetisnotbeingletoutorinthroughanotheropeningother
than the Passport
™
.
Passport
™
is beeping •IfyouareusingthePassportRechargeableBattery
™
the Passport
™
may
be in Low Battery Mode and battery needs recharged.
•MayhaveanerrororATTENTIONscreen.CheckLCDscreenfor
message.
Red light is flashing (double blink every 6 seconds) •Lowbatteryindicator.Rechargelithium-ionbattery.
ATTENTION screen: Replace Clock Battery •Replaceclockbattery(see“InstallClockBattery”page10).
ATTENTION screen: Flap Held Open •Checkforanyobjectsobstructingapandclear.Nextpressenterkey
so Passport
™
will cycle and lock flap. When flap relocks successfully,
the Main Menu screen will appear.
ATTENTION screen: Flap Jammed •Checkforanyobjectsobstructingapandclear.Nextpressenter
key so Passport
™
will cycle through and lock flap. When flap relocks
successfully, the Main Menu screen will appear.
ATTENTION screen: FAILED ... Pet ID Already Learned •Pet’sPassportKey
™
is already programmed. Check you are trying
to add the correct pet or Passport Key
™
. Make sure no other pets or
Passport Key
™
accessories already programmed are nearby.
ATTENTION screen: Drivetrain Failure - Call Customer Care •Internalmechanicalfailure.ContactourCustomerCareCenterfor
assistance (see “Customer Care International” page 29).
Passport
™
Computer Application and the Passport
™
are not
communicating
•MakesureUSBcableispluggedintoPassport
™
USB connection and
USB port on your computer with the USB icon showing on LCD screen.
•MakesurePassport
™
Computer Application software is installed.
•CheckforanyPassport
™
door firmware and Passport
™
Computer
Application software updates and install (see “Connecting Passport
™
to Computer” page 9 and “Firmware Updates” page 27).
Passport
™
does not turn on. •CheckpoweradapterispluggedintopowerconnectionandLEDon
adapter is illuminated.
•Checkpoweradapterispluggedintooutlet.
•Ifusingtherechargeablelithium-ionbattery,checkbatteryis
connected and inserted correctly with nothing obstructing the battery
compartment. Also make sure battery is fully charged.
Reset Button
If a problem continues or if you still have issues after turning off your Passport
™
, you may need to reset your
Passport
™
. The reset button “reboots” your Passport
™
while keeping your programmed settings. The Reset
Button is the small, pin-sized button located on the control panel above the USB connection. Use a small
push pin or paper clip to access the Reset Button. Push and then release. After your Passport
™
reboots, the
Passport
™
startup screen will appear and then return to Main Menu.
Replacement Parts And Accessories
Replacement parts or accessories for your Passport Pet Access Smart System
™
can be purchased by visiting www.petsafe.net or by contacting
our Customer Care Center at 1-800-732-2677.
Part Description Part Number
Passport Key
™
PAC00-13798
Passport
™
Rechargeable Battery with Charge Station PAC00-13799
Passport
™
Wireless Card PAC00-13811
Rechargeable Battery Lithium-Ion (Battery Only) MPA19-13812
Power Adapter MPA19-13813
Power Cable Extension MPA19-13814
Installation Hardware Kit MPA19-14363
Battery Doors and LCD Door Kit MPA19-14364
Passport
™
Wall Entry Kit, Small + MPA19-13800
Passport
™
Wall Entry Kit, Medium MPA19-13801
Wall Entry Installation Hardware Kit MPA19-14367
Customer Care International
USA & Canada - Tel: [phone]
Monday - Friday 8 AM - 8 PM / Saturday 9 AM – 5 PM
Australia - Tel: [phone]
Monday - Friday 8:30 AM - 5 PM
New Zealand - Tel: [phone]
Monday - Friday 10:30 AM - 7 PM
Reset Button