Paxton Net2 is one of the most widely installed access control platforms in the UK, protecting everything from small offices to multi-site estates. It is dependable technology, but like any system that combines software, networked hardware and physical door furniture, things occasionally go wrong: doors that will not release, tokens that stop being recognised, or a Net2 server that loses contact with its door controllers.
At Synergi Tech, we install, support and maintain Paxton access control systems for businesses across the UK, and the same handful of issues account for most of the support calls we receive. This guide explains what they are, which fixes you can safely try yourself, and when it is time to call in a professional.
What is Paxton Net2?
Paxton Net2 is a networked access control system built around three components: door controllers (access control units mounted near each door), readers and keypads that identify users by token, PIN or smartphone credential, and the Net2 software that manages users, permissions and events from a central server or PC. Because the controllers, the server and your IT network all depend on each other, effective Paxton support usually means understanding both the security hardware and the network it runs on.
Net2 is designed for up to 1,000 doors and 50,000 users, which is why it is the default choice for so many UK offices, schools, warehouses and healthcare sites. Paxton also offers Paxton10, its newer combined access control and video management platform, but Net2 remains the most widely deployed system and is still fully supported and actively developed.
The most common Paxton Net2 faults and how to fix them
1. A door will not unlock for valid users
Start with the simplest checks. Confirm the user's token is valid and has not expired in the Net2 software, and that their access level actually includes that door at that time of day; timezone restrictions are the most common cause of "my card worked yesterday" calls. If the whole door is refusing everyone, check the door controller has power (the status LEDs on the ACU should be lit) and look at the event log in Net2 to see whether presented tokens are being read and denied, or not being read at all.
If tokens are read but denied, the problem is configuration: access levels, timezones or an expired user. If nothing registers when a token is presented, the fault is more likely the reader, its wiring or the controller itself, which is engineer territory.
2. Tokens or fobs not being recognised
Individual tokens fail more often than readers do. Test the suspect token on a second door, and test a known-good token on the problem reader; this quickly tells you whether the token or the reader is at fault. Failed tokens should be marked as lost in Net2 (which immediately blocks them) and replaced. If multiple users are affected at one door, inspect the reader for physical damage or moisture, both common on external doors, and check whether anything electrically noisy has been installed nearby, as interference can degrade read range before it stops reads entirely.
3. The Net2 software cannot see a door controller
When a controller shows offline in the Net2 software, the cause is almost always network-related on TCP/IP-connected systems. Check the network cable and switch port, confirm the controller still has the IP address Net2 expects (a DHCP change after a router replacement is a frequent culprit), and make sure any firewall changes have not blocked the Net2 ports. Controllers hold their permissions locally, so an offline door usually keeps working for existing users; the risk is that new users, deleted users and event logs will not sync until connectivity is restored.
This category of fault is exactly why it helps to have your access control supported by a team that also understands business networking. An access-control-only installer may diagnose the controller as faulty when the real problem is a change on your network.
4. The Net2 server or software problems
If no doors are updating and no events are being logged, the issue usually sits with the PC or server running the Net2 software: the Net2 services may have stopped after a Windows update, the machine may have been switched off, or the database may need attention. Restarting the Net2 server service resolves a surprising number of these incidents. It is also important that the Net2 database is included in your business backup routine; losing it means rebuilding every user, token and access level from scratch.
5. Doors held open or forced-door alarms
Persistent door-forced or door-left-open events usually indicate a mechanical problem rather than a Net2 fault: a failing magnetic lock or strike, a misaligned door contact, or a door closer that no longer pulls the door fully shut. These are worth addressing quickly because they generate alarm noise that staff learn to ignore, undermining the security value of the whole system.
Preventative maintenance: the support calls you never have to make
Most Net2 problems we attend could have been prevented with basic maintenance. A sensible annual routine includes updating the Net2 software to a supported version, checking controller firmware, testing backup batteries where they are fitted (they typically need replacing every few years), confirming each door's fail-safe or fail-secure lock behaviour still matches its intended design, inspecting external readers for weather damage, verifying the Net2 database is being backed up, and reviewing the user list to remove leavers who still hold live credentials.
That final point is as much a security task as a maintenance one. In our experience, dormant credentials belonging to former staff are one of the most common weaknesses in otherwise well-run access control systems.
When to call a professional
DIY checks are appropriate for configuration issues, individual token failures and simple restarts. You should bring in an accredited installer or support provider when the fault involves wiring, lock hardware, controller replacement, firmware recovery, database corruption, or anything on a fire-escape route, where door control interacts with life-safety regulations and must fail safe.
It is also worth engaging a professional if your Net2 software is several versions out of date, if the original installer is no longer available, or if you are planning changes such as new doors, an office move or integrating access control with CCTV and intruder alarms.
How Synergi Tech supports Paxton systems
Synergi Tech provides installation, repair, maintenance and ongoing support for Paxton Net2 and Paxton10 systems across the UK. Because we are an IT company as well as a security installer, we support the whole chain: the door hardware, the controllers, the network they sit on and the server that runs the software. That means one phone call whichever layer has failed, rather than a security company and an IT company blaming each other's kit.
We take on systems we did not originally install, carry out health checks on ageing installations, and include access control in our managed IT support agreements so your Net2 server is patched, monitored and backed up alongside the rest of your infrastructure. You can read more on our Paxton access control page or explore our access control systems service.
Frequently asked questions
Is Paxton Net2 still supported?
Yes. Paxton actively develops and supports Net2, with regular software releases. Paxton hardware is also covered by a five-year manufacturer guarantee. If your system is running a very old version of the Net2 software, a supported installer can upgrade it, which restores compatibility with modern Windows versions and current readers and credentials.
Why has my Paxton door stopped working after a power cut?
It depends on how the door was installed. Some Net2 door controllers are fitted with a backup battery that rides through short outages, but not every installation includes one, and how the lock behaves when power is lost depends on whether it is fail-safe (unlocks without power, typical on escape routes) or fail-secure (stays locked). If a door misbehaves after a power cut, common causes include a backup battery that no longer holds charge, a blown fuse on the controller, or equipment that needs restarting after power returned. Because safe behaviour depends on each door's specific power supply, battery and lock configuration, have an engineer check the installation rather than assuming a battery fault.
Can I manage Paxton Net2 remotely?
Yes. Net2 supports remote management through its client software over your network or VPN, and Paxton offers smartphone-based credentials and remote door release through supported configurations. If your team needs to administer multiple sites centrally, an installer can design the networking and server setup to make this secure and reliable.
Do I need a Paxton-approved installer to work on my system?
Paxton products are sold through professional installers, and warranty support works through them, so using an experienced Paxton installer is strongly recommended for hardware and wiring work. Day-to-day administration such as adding users, replacing lost tokens and running reports can safely be done in-house once you have been shown the software.
How often should an access control system be serviced?
We recommend a full service at least annually: software and firmware updates, backup battery tests, reader and lock inspection, database backup verification and a review of user credentials. High-traffic sites, or doors exposed to weather, benefit from six-monthly checks.
Can you take over support of a Paxton system installed by someone else?
Yes. Synergi Tech regularly takes over Paxton Net2 systems installed by other companies. We start with a health check covering hardware condition, software version, database backup and user hygiene, then bring the system under a support agreement so future faults are covered with agreed response times.
Keep your doors working
Access control only earns its keep when it works every time someone presents a token. If your Paxton system is misbehaving, out of date or unsupported since your original installer moved on, contact our team for a health check, one-off repair or ongoing support agreement.