GS2 Troubleshooting
If you need to place a service call, please call our 24-hour toll-Free Customer Service Hotline at 888.808.9433 and select Option #1. Between the hours of 5PM PST and 7:30AM PST, select Option #5 to activate our emergency dispatch service.
This section will help you solve some of the issues that may arise with the system. If questions concerning the system arise and you are unable to resolve them using online support information, please call our toll-free Customer Service Hotline and speak with a Gatekeeper Customer Service Representative. Never hesitate to contact Gatekeeper with questions about the system.
The following chart is organized by system component so you can more quickly diagnose and solve specific issues.
CENTRALTRANSMITTER |
| ISSUE |
POSSIBLE
CAUSE |
SOLUTION |
| Carts not locking at
the designated perimeter line |
Undetermined |
Try to lock a shopping
cart using a CartKey. If The GS2 Wheel locks and unlocks properly,
check your CentralTransmitter to verify it is plugged in. If
you hear the CentralTransmitter alarm, immediately contact Gatekeeper
Systems to initiate a service call. |
| Carts not locking at
the designated perimeter line |
Power Outage |
If the GS2 System power
is not on, but the store's power is, make sure that the Central
Transmitter power cord is plugged into a live 110 volt AC power
outlet. If the store's power is out, the GS2 System will not
function unless connected to a universal battery backup. If
the CentralTransmitter is plugged into a live outlet and your
store's power is on, contact Gatekeeper Customer Service for
assistance. NEVER UNPLUG THE SYSTEM. |
| Audible Alarm sounding |
Cut Perimeter Antenna/Signal
Frequency out of Adjustment |
Turn the audible alarm
to the “Off” position. Contact Gatekeeper Customer
service to schedule a service technician to perform a site visit
and service the CentralTransmitter. |
| System Alert Light is
illuminated |
Cut Perimeter Antenna/Signal
Frequency out of Adjustment |
Contact Gatekeeper Customer
Service to schedule a service call. Before contacting Gatekeeper,
take note of any construction or anything unusual that may have
taken place in the store's vicinity. |
| System is down after power surge |
Power Surge/Severe Electromagnetic
Disturbance |
CentralTransmitter is
plugged into power supply but no lights on front panel are illuminated.
Check to ensure power is live at outlet. You can check this
by plugging another device into the power outlet and determining
whether or not the outlet is live. If the outlet is live, contact
Gatekeeper Customer Service to schedule a service call. NEVER
UNPLUG THE SYSTEM. |
gs2 wheel |
| ISSUE |
POSSIBLE
CAUSE |
SOLUTION |
| Wheels will not unlock
using the CartKey |
The GS2 Wheel needs
to be reset |
To reset The GS2 Wheel,
hold the CartKey 18” to 48” away from The GS2 Wheel,
point the CartKey at The GS2 Wheel, and depress the “Lock”
button. This will reset The GS2 Wheel to accept the unlock signal.
Next, depress the “Unlock” button. This should unlock
The GS2 Wheel If this fails, notify the store manager or contact
person. |
| Wheels will not lock
at the perimeter |
System failure or certain
wheels not working |
Check to see if a wheel
will lock or unlock using a CartKey. Take a cart to at least
two sections of the perimeter to determine if wheel will lock.
If wheel does not lock in one area, contact Gatekeeper Customer
Service. Before contacting Gatekeeper, take note of any construction
or anything unusual that may have taken place in the store's
vicinity. |
| All wheels do not lock
at perimeter |
Power Outage |
Check to see if the
System Alert light on the CentralTransmitter is illuminated
or if an audible alarm is sounding. If not, confirm that the
CentralTransmitter power cord is plugged into a live outlet
or into a backup power supply. If none of these conditions exists,
notify Gatekeeper Customer Service. |
| All wheels do not lock
at perimeter |
Damaged Perimeter Antenna |
Check to see if the
System Alert light on the CentralTransmitter is illuminated
or if an audible alarm is sounding—which indicates that
the Perimeter Antenna may have been damaged. If the System Warning
light is on and/or you hear the audible alarm, notify Gatekeeper
Customer Service. |
cartkey |
| ISSUE |
POSSIBLE
CAUSE |
SOLUTION |
| CartKey is not working
/ Indicator light on CartKey is illuminated |
Low/Expired Battery |
If wheels lock at the
perimeter boundary and you are unable to unlock them using the
CartKey, it may be necessary to replace the battery in the CartKey.
See the GS2 User Manual for instructions on how to replace the
CartKey battery. |
| CartKey is not working |
Improper Reset Distance |
Test the CartKey on
several shopping carts by alternately pressing and holding the
“Lock” and “Unlock” buttons on the CartKey.
Attempt to lock and unlock wheels while holding the CartKey
at a variety of distances ranging from 18-inches to 48-inches
away from The GS2 Wheel. |
| CartKey is not working |
Damaged CartKey |
Attempt to lock and
unlock a variety of GS2 Wheels using the CartKey. Confirm that
the CartKey battery is not low or dead. Contact Gatekeeper Customer
Service to have a replacement CartKey shipped to you. |
| CartKey Low Battery
Light remains lit after battery is replaced |
Damaged CartKey |
Attempt to lock and
unlock a variety of GS Wheels using the CartKey. Make sure you
replace the CartKey battery using a brand-new battery. Contact
Gatekeeper Customer Service to have a replacement CartKey shipped
to you. |
|
