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Frequently Asked Questions

This page is split into two parts:

For step-by-step fixes, see Troubleshooting; for wiring detail, see Hardware Setup and Wiring Scenarios.

Software, Portal & Troubleshooting FAQ

General

What is DFACS?

DFACS (DragonFly Access Control System) is a door access control application that integrates with your gym management software. When a member scans their barcode, DFACS checks their membership status in real time and unlocks the door if they're active.

Does DFACS store member personal information?

No. DFACS never stores personally identifiable information (PII) locally. Member details are fetched from your gym management platform at scan time. Only barcode values and membership status flags are cached locally for offline operation.

What happens if the internet goes out?

DFACS automatically switches to offline mode using a locally cached member database. Members who were active at the last sync can still scan in. Check-ins are queued and sent to your gym platform when connectivity is restored.

Note: disabled or cancelled member cards cannot be used by simply cutting the internet — the system does not fall back to a stale offline database.

For clubs that need to stay fully online through internet outages, an optional LTE cellular failover add-on is available. Contact [email protected] for details.

What happens if the DFACS computer loses power?

Maglocks are fail-safe by design: they hold the door with power and release without it, so during a power outage the door opens and no member is locked out. The DragonFly hardware also includes a true online UPS, so the system recovers by itself when power returns — no one has to go push a button. After a full power loss, DFACS starts automatically when Windows boots. Your schedules, configuration, and member database are all preserved. There is a brief startup period (typically under 60 seconds) before the system is fully ready.

Can I run DFACS on multiple doors?

Each DFACS instance controls one relay (one door). For multiple doors, install DFACS on a separate device per door. Each device runs DFACS independently on its local network. (Some sites run more than one controlled door from a single unit — see Multi-Location & Franchise for how multi-door sites appear in the Cloud Portal.)

Software & Integrations

Which gym management platforms are supported?

Glofox, Zenoti, Antaris, Paramount Acceptance, Fliip, and Standalone (CSV file). More integrations can be added — contact DragonFly for custom integration requests.

How often does DFACS sync with my gym software?

The member list on the device updates on a schedule set for your club, and staff can trigger a manual sync at any time from the dashboard. With platforms that support live checks (such as Zenoti), every scan is also checked with your gym software at the moment of the scan, so recent changes take effect right away while the internet is up.

A member's status changed in my gym software — how long until DFACS reflects it?

At most one sync interval. You can force an immediate sync from Dashboard → Status → Force Sync if you need the change to take effect right away.

Can I use DFACS without a gym management platform?

Yes. Standalone mode lets you manage access using a CSV file. You maintain a spreadsheet of barcode values and DFACS reads it on a scheduled interval.

A member says they paid, but they were denied at the door — is DFACS broken?

Almost always this is a membership-platform state, not a DFACS fault. Look up the scan in Access Logs and read the Reason column — it usually reports exactly what the platform returned (for example a status flag like "Frozen" or "NSF - Non-Sufficient Funds," a membership-type restriction, or an hours restriction). Payments can take a little time to sync down to the door after they clear on the platform, so if the member paid very recently, try again in a few minutes. If the reason still doesn't match the account's actual status, confirm the member's status directly on the membership platform.

Schedules & Access Control

Can I set different hours for different days?

Yes. Create separate schedules for each day pattern (e.g., one for weekdays, one for weekends). Each schedule specifies which days of the week it applies.

Can I override the schedule temporarily?

Yes. From the dashboard, you can manually unlock or lock the door. A manual lock holds for 1 minute before schedule control resumes. A manual unlock lasts for the configured unlock duration.

What happens when a valid member scans outside open hours?

If you have a schedule that locks the door outside business hours, the scan is denied with the reason OUTSIDE_SCHEDULE. The event is logged. Members can still be granted access by removing or pausing the schedule.

Security & Privacy

Is the dashboard password protected?

Yes. The configuration page requires a password. You should change the default password (admin) during initial setup.

Is communication between DFACS and the dashboard encrypted?

Yes. The dashboard uses HTTPS with a self-signed SSL certificate. Your browser may show a security warning on first access — this is normal for self-signed certificates.

Can someone bypass DFACS by tailgating?

The base system controls the electronic lock only — physical tailgating (one member letting another in) is outside DFACS's scope at the base tier. DragonFly's facial authentication add-on includes with true intent detection that distinguishes a real tailgate from an incidental crossing, and can flag events with video evidence. Contact [email protected] for details.

Does DragonFly store biometric data?

No. DragonFly does not store any biometric data. Facial measurements are stored as mathematical vectors with the hardware partner (who holds all relevant certifications) — not with DragonFly. The lidar sensor measures geometry only; it does not capture or store images of faces. Access still images are stored securely in the cloud.

Can I suppress member PII in DFACS?

Yes. DFACS can be configured to log only the barcode value, omitting member names, emails, and membership numbers entirely.

How do I get pricing information?

Contact our sales team at [email protected].

Cloud Portal (DFACSWAN)

What does "Offline" mean in the Cloud Portal?

It means the portal hasn't heard from the door controller for a few minutes — nothing more. It does not mean the door has stopped working. DFACS controllers validate barcodes, run schedules, and control the lock entirely locally, with or without an internet connection. A router hiccup or ISP outage can show "Offline" in the portal while the physical door keeps working normally. If a location stays Offline for more than 15–30 minutes with no obvious network explanation, have it checked.

My new portal account shows "Account Pending" — is something wrong?

No. It means a DragonFly (or your organization's) administrator still needs to assign your account to your organization. There's nothing more to do on your end until that's done; it can take a little time.

Does the portal require two-factor authentication (2FA)?

If your account is configured to require it, you'll be asked for a 6-digit code from an authenticator app after your password. If you lose access to your authenticator and your saved backup codes, you can't self-recover — an administrator with 2FA-management rights resets your enrollment, and you re-enroll on your next login. See User Roles and the Client Portal Guide.

How quickly does a change I make in the portal reach the door?

It depends on the type of change. Door commands (open, lock, unlock, failsafe toggle) are near-instant — typically under 1.5 seconds. Schedule changes are pushed immediately when you save. Bulk data (the barcode database and access-log sync) runs on a periodic cycle, roughly every 5–15 minutes, rather than instantly. If something doesn't seem to have taken effect, check the sync/status indicator on that screen before assuming it failed.

Where do I download access logs as CSV or PDF?

The export lives on an individual instance's own Access Logs tab, not on the portal's Reports page. The Reports page is for browsing and quick answers across your whole footprint; the downloadable export is per-instance.

How do I get SMS alerts (offline door, activity while offline)?

The portal can text an alert when a door has been offline for more than 30 minutes, or when door activity is detected while the unit is fully offline (on sites with facial-recognition failover). Receiving these requires a phone number on file for your account plus SMS opted in. Self-service management of your own number/opt-in on the Profile page is marked "coming soon" — until then, ask an administrator or DragonFly support to enable SMS alerts for your account. The alerting system itself is fully active.

Troubleshooting Quick Answers

A member scans and the door doesn't open — where do I start?

  1. Check Access Logs for that scan — did it register Allowed or Denied? If Denied, the Reason column tells you why.
  2. If the scan didn't appear at all, the scanner may not be reading — see the Hardware FAQ below.
  3. Check for physical locks engaged independently of DFACS (crashbar, deadbolt, thumb-turn).
  4. Use Test Unlock (Dashboard → Status) — if the relay clicks but the door doesn't open, the issue is electrical/mechanical rather than the scan.

Full step-by-step: Troubleshooting.

The door status shows "UNKNOWN STATE" — what does that mean?

DFACS can't currently confirm the relay's actual state (usually a relay communication hiccup). Treat the door as unsecured until it clears. If it stays in UNKNOWN STATE for more than a few minutes, contact support.

I forgot the configuration password.

Configuration passwords are set locally per installation. If your site is linked to the DragonFly Cloud Portal, a cloud-authenticated administrator may still be able to get in. Otherwise, contact support — do not attempt to bypass or reset it yourself outside the supported process.

How do I restart DFACS safely?

If a system tray icon is available, right-click it and choose Exit to shut down cleanly, then relaunch DFACS.exe. A normal Windows restart is also fine — DFACS starts automatically on boot and the database is designed to tolerate an unexpected shutdown. After any restart, check the Status page to confirm the scanner and relay reconnected.

Updates & Maintenance

How do I update DFACS?

Updates are provided directly by DragonFly support as an installer. The update process preserves your configuration and member database.

Do I need to back up anything?

No action is needed. Your member list is refreshed automatically from your gym software, and DFACS keeps its own safety copies during updates. DragonFly support can help if you ever need to restore a system.

How do I restart DFACS?

Right-click the DragonFly tray icon → Exit, then relaunch DFACS.exe. Or restart the computer — DFACS starts automatically on boot.

Hardware FAQ

Common questions about The Box, relays, power, readers, and sensors. For full wiring detail see Hardware Setup and Wiring Scenarios.

General Hardware

Which barcode scanners are compatible?

The Barcode Reader is included with The Box and connects via the Orange Reader Cable — no separate configuration needed. Hitone Fitness scanners are also supported in continuous scan mode. More generally, DFACS works with serial (COM-port) barcode scanners.

What relay hardware do I need?

The native hardware is the DragonFly relay controller, which supports full two-way communication. DFACS also works with ABC relay controllers and generic "dumb" relays (open/close only, no status feedback). Contact DragonFly sales for hardware options.

How is The Box powered?

The Box is powered over the network via PoE (Power over Ethernet). Connect it through the supplied PoE injector to your router; the injector plugs into a standard wall outlet (a surge protector is recommended).

Relays & Power

Does DFACS work with magnetic locks?

Yes. Wire the magnetic lock to the relay's NO/COM terminals. With the relay set to wet, The Box powers the lock directly at 12V up to 1.5A, which covers most maglocks — the network cable is the only power source needed at the door. A double maglock (two locks on a double door), a 24V lock, or a lock drawing more than 1.5A needs a dry contact relay with a separate power supply. On dry contact maglock installs, add a Schottky diode across the lock terminals to prevent voltage flyback damage.

What's the difference between the wet relay and a dry relay?

The wet relay is built into The Box and supplies power directly to the lock (12V DC, up to 1.5A) — enough for most maglocks and door strikes. A dry contact relay switches the circuit only and does not supply power; you provide a separate power supply sized for the lock (12V or 24V). Use dry contact for double maglocks, 24V locks, or locks over 1.5A. See Wiring Scenarios → Wet vs Dry Relay.

Do I need a Schottky diode?

Yes, when driving a magnetic lock through a dry contact relay. Maglocks are inductive loads: when power is cut, the coil produces a voltage spike (flyback/back-EMF) that can damage relay contacts and electronics over time. A Schottky diode installed in reverse-bias across the lock terminals absorbs the spike.

What happens to the door during a power outage?

That depends on how your specific lock hardware is wired — some locks are "fail-safe" (unlock when power is lost) and some are "fail-secure" (stay locked when power is lost). This is decided at installation time based on your local fire/life-safety code, not by DFACS software. If you're not sure which way your door is wired, ask your installer — don't assume.

This is different from DFACS's own software "fail-safe" (the red banner some staff see on the Status page), which is about the door computer's health, not building power.

Can I use my own lock and relay hardware?

DFACS supports the DragonFly relay (full two-way status), ABC relays, and generic "dumb" relays. Lock hardware (maglock, strike, exit device) is chosen to match your door and code requirements. Confirm any non-DragonFly hardware with DragonFly support before purchase.

Readers & Scanners

What barcode formats are supported?

Code 128, Code 39, QR Code, EAN-13, and most standard formats.

Why are rapid repeat scans of the same barcode ignored?

DFACS suppresses an identical barcode scanned again within about 1.5 seconds, so a card held on the reader or a double-trigger doesn't register twice. Wait a moment between deliberate re-scans during testing.

The scanner isn't beeping or doesn't seem to read — quick checks.

  • Confirm the scanner has power and its cable is fully seated at both ends.
  • Confirm the correct COM port is selected in Configuration → Hardware.
  • Make sure nothing else is using that COM port (only one application can use a serial port at a time).
  • If it recently worked and suddenly stopped, try a different USB port before assuming the scanner has failed.

Sensors (RTE / DPS / Bond)

Can DFACS track how many people are in my facility?

Yes, with optional RTE (Request-to-Exit) sensors. Install an RTE sensor at the exit and connect it to the DragonFly relay. DFACS will count entries and exits and show a real-time occupancy count on the dashboard.

What are RTE, DPS, and Bond sensors, in plain terms?

  • RTE (Request-to-Exit) — a motion sensor or push button on the inside that lets someone leave without needing a scan, and can also count exits for occupancy tracking.
  • DPS (Door Position Sensor) — a magnetic contact that reports whether the door itself is physically open or closed, independent of the lock state (used for propped-door alerts).
  • Bond sensor — confirms the lock mechanism itself is actually engaged ("bonded"), a more precise signal than simply "we sent the lock command."

See Wiring Scenarios for how each is wired to The Box.