ILCO MAG Product Alert — FDU & Software

Issue

  • On November 24, 2021, your ILCO Magstripe lock system time measurement technology will be obsoleted.
  • Locks will not accept any guest, staff, or emergency key cards created as of 8:00 pm local time. Also, lock audit reports will no longer be accurate.
  • Note that once the original emergency key cards expire, emergency access to locks will require use of the mechanical key for locks equipped with a key override cylinder or the electrical override with the programming unit or Front Desk Unit (FDU).

Resolution

  1. Do a transaction report (Lock Audit)
  2. Update all FDUs with new firmware version
  3. Update FDU database with new HCONF
  4. Update server with new software version and enable 2021 fix
  5. Update M-Unit firmware version
  6. Create new cards (Guest, Staff, Emergency, GM cards, and any backup/failsafe cards)
  7. Reset time in all locks
  8. Introduce the ‘old’ GM / GMA card to the lock and it will fail
  9. Introduce the newly created GM / GMA card to the lock to confirm it works.

FAQs

1. What does the update consist of?
Updates require a step-by-step collaborative effort by dormakaba and customers and this will be covered in more detail during the live support provided by the dormakaba support team.
2. What happens if we do nothing?

Locks will not accept any guest, resident, staff, or emergency key cards created as of 8:00pm local time November 24, 2021. Note that once the original emergency key cards expire, emergency access to locks will require use of the mechanical key for locks equipped with a key override cylinder or the electrical override with the programming unit or Front Desk Unit (FDU).

3. Will our existing guest, resident and master keys continue to work after the update or replacement?
No. All key cards will need to be reissued.
4. Will the lock Audit trail be maintained during and after the update or replacement?

No, the existing lock audit trail will no longer be accessible. We highly recommend customers conduct an audit of the current system and locks as of the date of the scheduled update or replacement and either download or print a backup copy of the audit report.

5. My lock is under warranty. Will there be an impact on my warranty?
The terms of the current product warranty remain the same.
6. I have a service plan. Will there be an impact on my current service plan or extended warranty plan? Will my agreement be extended?
The terms of the current service plan agreement remain the same.
7. What will be my out of pocket expense?

There is no charge for remotely updating your existing Atlas or FDU G4 systems performed digitally by dormakaba. Properties using a discontinued front desk system (FDC, FDU 780/G3); however, will incur costs associated with purchasing a new FDU G4 unit unless the replacement of these units is covered under your existing Gold or Platinum service plan agreement.

8. Will dormakaba perform this update free of charge?

There is no charge for remotely updating your existing Atlas or FDU G4 systems performed digitally by dormakaba. Properties using a discontinued front desk system (FDC, FDU 780/G3); however, will incur costs associated with purchasing a new FDU G4 unit unless the replacement of these units is covered under your existing Gold or Platinum plan agreement.

9. Are there any special pricing programs available if I have to purchase a new FDU G4 unit or relevant FDU service agreement?
Yes. We will be offering special pricing for the purchase on new FDU G4 units or for signing up for new service plan agreements.
10. You contacted me recently about an RFID upgrade. Is this issue related to that replacement campaign?

The RFID upgrade program is part of dormakaba’s ongoing product modernization efforts following the discontinuation of magstripe technology as described in the campaign. The ILCO Magstripe lock system time measurement technology obsolescence we’re talking about is a separate issue if you are not able to take advantage of the RFID upgrade.

11. Can I perform this update in house using my own maintenance people?

Updates require a step-by-step collaborative effort by dormakaba and customers.

12. How long will the update or replacement take?

The estimated duration to reprogram locks and recreate keycards depends on the size of your property. For additional information, please refer to our product End of Life page.

13. How do I schedule my update or replacement?

You can schedule your update or replacement online or by phone.

Email: dedicatedsupportLGS@amer.dormakaba.com
United States & Canada Phone: 1-800-896-2017
United Kingdom Phone: +44 845 287 0507

Contact us

Email our dedicated Customer Resolution Center
Email

Call our dedicated USA and Canada Customer Resolution Center
1 (800) 896-2017

Call our dedicated United Kingdom Customer Resolution Center
+44 845 287 0507

Call our dedicated France Customer Resolution Center
+33 1 41 94 26 15

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