Gaurd App Tutorial
Gate Attendant Operations Guide (Proptia)
This guide covers the most common scenarios attendants encounter when processing visitors and how to resolve them correctly.
1. Always Use the Correct Application
Rule
Use Proptia Attendant for all visitor processing.
Why
Proptia Attendant connects to the local server, enabling:
Gate triggers
LPR (License Plate Recognition)
Real-time processing
Do Not Use
Proptia Cloud for processing visitors — it is lookup/backup only.
Steps
Open Proptia Attendant from desktop
Log in
Process all visitors in Attendant
Use Proptia Cloud only for:
Directory lookup
Backup access
Escalate If
Attendant app is missing
Login fails
Gate/LPR still not working
2. Select the Correct Gate Location
Rule
Always select the correct attendant location at login.
Why
Location controls:
Which gate opens
Which LPR feed displays
Steps
Open Proptia Attendant
Log out (if needed)
Log back in
Select correct location
Confirm correct LPR feed
Escalate If
Location is missing
LPR feed is incorrect
Gate opens wrong location
3. Finding Visitors Correctly
Use the Right Directory
Property Directory (Recommended)
Shows all visitors for a property
Best for most searches
Host Directory (Limited)
Shows visitors for one resident only
Visitor Directory (Last Resort)
Requires exact spelling
Slower and less reliable
Steps
Go to Properties Directory
Search by:
Address OR
Resident name
Select property
View full visitor list
Escalate If
Visitor not found anywhere
Property missing
4. Restricted Visitors (Denied Entry)
Rule
If a visitor is marked Restricted (R) → DO NOT allow entry
What to Do
Locate visitor
Identify “R” status
Inform visitor they are not authorized
Deny entry
Important
Do NOT call the resident
Restriction is pre-approved denial
Escalate If
Visitor disputes restriction
Instructions are unclear
5. Visitor Not on Guest List
Rule
If not listed → Call resident and add manually
Steps
Open property record
Click/hover phone icon
Call resident
Get authorization
Click Add Visitor
Select authorizing resident
Enter visitor details
Save & process
Escalate If
Resident unreachable
Authorization unclear
System prevents adding
6. Fixing License Plate (LPR) Issues
Common Issue
Plate is:
Incorrect
Blocked
Misread
Fix
Manually edit before confirming
Steps
Review LPR plate
Compare with actual vehicle
Edit incorrect characters
Confirm
Escalate If
Plate unreadable
System won’t allow edits
Frequent misreads
7. Wrong Vehicle Showing in LPR
Cause
Multiple vehicles captured by camera
Fix
Toggle to correct image
Steps
Review LPR image
Toggle to previous image
Confirm correct vehicle
Continue processing
Escalate If
Correct image not available
Issue happens repeatedly
8. Gate Does Not Open After Processing
Checklist
Before escalating, confirm:
You are using Proptia Attendant
Correct attendant location selected
Web relay is enabled
Steps
Verify app = Attendant
Confirm location
Reprocess visitor
Escalate If
Gate still does not open
No response after multiple attempts
Web relay configured but failing
Key Operating Principles
1. Attendant App = Control
Always use Proptia Attendant for processing.
2. Location = Everything
Wrong location = wrong gate + wrong LPR.
3. Property Search > Visitor Search
Use Property Directory first for fastest results.
4. Restricted Means No Entry
Do not override or call resident.
5. Manual Override is Normal
LPR is helpful, but attendants must:
Verify plates
Adjust when needed
When to Escalate
Escalate only when:
System behavior is incorrect (not user error)
Required tools/options are missing
Issue persists after following steps
Always Include
Screenshot of issue
Visitor name
Property address
Timestamp
Description of expected vs actual behavior
Gate Attendant Operations – Q&A Guide
Application & Setup
Q: Why isn’t the gate opening or LPR working when I process a visitor?
A: You are likely using Proptia Cloud instead of Proptia Attendant.
Fix:
Use Proptia Attendant for all visitor processing
Only use Proptia Cloud for lookup or backup
Q: What is the difference between Proptia Attendant and Proptia Cloud?
A:
Proptia Attendant → Used for processing visitors (controls gate + LPR)
Proptia Cloud → Used for lookup and backup only
Q: What should I do if I don’t see Proptia Attendant on my desktop?
A: Escalate to support. Include:
Screenshot of desktop
Login details
Gate & Location Issues
Q: Why is the wrong gate opening?
A: You selected the wrong attendant location during login.
Fix:
Log out
Log back in
Select the correct location
Q: Why is the LPR feed showing the wrong gate or camera?
A: The wrong attendant location is selected.
Fix:
Re-login and select the correct location
Q: What determines which gate opens?
A: The attendant location selected at login.
Visitor Search & Lookup
Q: Why can’t I find a visitor when searching by resident name?
A: You are searching under the host directory, which only shows one resident’s visitors.
Fix:
Use the Properties Directory
Search by address or resident name
Q: What is the best way to find a visitor?
A: Use the Properties Directory — it shows all visitors for the property.
Q: Why is the visitor search not working or too slow?
A: You are using the Visitor Directory, which:
Requires exact spelling
Searches a large dataset
Fix:
Use the Properties Directory instead
Q: When should I use the Visitor Directory?
A: Only when you only know the visitor’s name and no property details.
Visitor Access Decisions
Q: What does “R” or Restricted mean?
A: The visitor is not allowed entry.
Q: Should I call the resident for a restricted visitor?
A: No.
Restricted status is a pre-approved denial.
Q: What should I do if a visitor is marked restricted?
A:
Inform the visitor they are not authorized
Deny entry
Q: What if the visitor argues or disputes the restriction?
A: Escalate to support or management.
Visitor Not on Guest List
Q: What do I do if a visitor is not on the list?
A: You must call the resident and add them manually.
Q: How do I add a visitor manually?
A:
Open property record
Call resident
Get authorization
Click Add Visitor
Select resident
Enter visitor details
Save and process
Q: What if I can’t reach the resident?
A: Escalate or follow community policy.
LPR (License Plate Recognition) Issues
Q: What if the license plate is incorrect?
A: Manually edit the plate before confirming.
Q: Why would the plate be wrong?
A: Common causes:
Dirt or obstruction
Tow hitch blocking view
Camera angle
Q: What if I can’t edit the plate?
A: Escalate to support.
Q: What if the system shows the wrong car?
A: Another vehicle was captured.
Fix:
Toggle to the previous image
Select the correct vehicle
Q: What if the correct vehicle image is not available?
A: Escalate — may be a camera issue.
Gate Not Opening
Q: I processed the visitor but the gate didn’t open. What should I check?
A:
Are you using Proptia Attendant?
Is the correct location selected?
Is web relay enabled?
Q: What should I do if the gate still doesn’t open?
A: Reprocess the visitor.
Q: When should I escalate a gate issue?
A: If:
Gate does not respond after multiple attempts
Setup appears correct
No gate trigger occurs
Escalation Guidelines
Q: When should I escalate an issue?
A: When:
The system is not behaving correctly
Required options are missing
Issue continues after following steps
Q: What information should I include when escalating?
A:
Screenshot of issue
Visitor name
Property address
Timestamp
Description of problem
Key Reminders
Q: What are the most important rules to remember?
A:
Always use Proptia Attendant
Always select the correct location
Use Properties Directory for search
Restricted = deny entry
Verify and adjust LPR when needed