# Access Control door status displays as "Unknown" on the website and app

**GoSafer Security Knowledge Base**

*This operational reference is organized for GoSafer Security customers and staff. Alarm.com product names are retained where required for technical accuracy.*

## Overview

The door status will display as Unknown if the door has been unable to communicate with its parent controller. This could be due to a network interruption or an issue with the controller's configuration. \[Unknown Door Status\]

<table id="bkmrk-platformcustomer-web"> <tbody> <tr><th>Platform</th><td>Customer Website</td></tr> <tr><th>Content type</th><td>How-to / Configuration</td></tr> <tr><th>Source last updated</th><td>2023-10-30</td></tr> </tbody></table>

## Procedure

<div class="gosafer-inline-media">**Step-by-step guide:** Screenshots and videos are placed with the instruction they illustrate.

The door status will display as *Unknown* if the door has been unable to communicate with its parent controller. This could be due to a network interruption or an issue with the controller's configuration.

<div><figure class="gosafer-step-image" style="margin: 1em 0 1.25em; padding: 0.75em; text-align: center; background: #fafafa; border: 1px solid #d9e0e5; border-radius: 6px;">![Unknown door status](https://answers.alarm.com/@api/deki/files/13712/Unknown_door_status.png?revision=1)<figcaption style="margin-top: 0.55em; color: #555; font-size: 0.92em;">Unknown door status</figcaption></figure></div><div><span></span>### **How to resolve:**

If the door does not come back online by itself, [<u>contact your service provider</u>](https://www.alarm.com/web/ContactUs.aspx). The controller may need to be reset or reconfigured.

</div></div>## Source and support

For GoSafer Security assistance, visit [gosafersecurity.com](https://gosafersecurity.com/).

Original Alarm.com reference: [https://answers.alarm.com/Customer/Website\_and\_App/Commercial/Access\_Control/Access\_Control\_door\_status\_displays\_as\_Unknown\_on\_the\_website\_and\_app](https://answers.alarm.com/Customer/Website_and_App/Commercial/Access_Control/Access_Control_door_status_displays_as_Unknown_on_the_website_and_app)

<small>Always verify safety, installation, compatibility, and current UI details against the original manufacturer documentation before operational use.</small>