---
title: "Field Tech Ticket Triage: Initial Troubleshooting Checklist"
description: "Step-by-step checklist for diagnosing badge access denials: check the worker, test the in-app scanner, check EFR status, then escalate to Field Tech."
---
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# Field Tech Ticket Triage: Initial Troubleshooting Checklist
## Step-by-step checklist Customer Support runs before escalating a badge denial to Field Tech
> Used by **Customer Support** before escalating any ticket to Field Tech. Work through every step in order and document each one in HubSpot before routing.
---
## Step 1 — Ticket intake
Before troubleshooting, confirm the ticket has:
- Project name and Site ID
- Which zone(s), scanner(s), or equipment is affected
- What is happening — the reported symptom in the customer's words
- **Badge number (MAC address)** of the affected worker
- **Sitemetric worker ID** (preferred) or badge number
- **Zone MAC address** — printed on label maker tape on the device
---
## Step 2 — Check the worker
Work through these in order. Many denials are resolved here before equipment is involved.
1. Confirm the worker appears in Sitemetric under **Authorized**, **Unauthorized**, or **Registrations** — if they're not found, registration is incomplete
2. Confirm the worker has an **active badge** and that the badge number matches the physical badge they are using
3. Confirm the worker has **active site access** — company active, no expired end dates
4. Confirm the worker has the **required label(s)** for the zone they are trying to access
> **Are all worker checks good?** - **Yes** → Continue to Step 3 - **No** → Correct the issue in Sitemetric and retest. If still denied after corrections, continue to Step 3
---
## Step 3 — Test the in-app scanner
The in-app scanner bypasses equipment sync and reads directly from the platform. It tells you immediately whether the issue is on the worker side or the equipment side.
1. Have the site contact scan the worker's badge using the **Sitemetric mobile app**
2. Note the result — granted or denied
> **What does the app show?** - **Granted** → Worker profile is valid. Issue is on the equipment side. Continue to Step 4 - **Denied** → Issue is on the worker side. Return to Step 2 — something was missed. Do not escalate until the app grants access
---
## Step 4 — Check equipment
1. Confirm the equipment is powered on and all connections are seated — power cable, network cable, antennas
2. If unresponsive, power cycle: unplug, wait 30 seconds, power back on
3. Check **EFR status** in the Sitemetric dashboard for the affected zone or device
> **What is the EFR status?** - **Green** → Equipment is online. App grants access, all worker checks passed. There is a communication issue between the equipment and the platform → escalate to Field Tech - **Red** → Equipment is offline. Nothing on the worker side will resolve the denial until the device is back online → escalate to Field Tech
---
## Escalate to Field Tech
> ‼️ Escalate when: - App grants access but equipment still denies - EFR is red after power cycle - All worker checks pass and issue is unresolved after Steps 1–4 **Always include in the handoff:** - Project name and Site ID - Equipment name, zone, and zone MAC address - Badge number (MAC) and Sitemetric worker ID - In-app scanner result (granted or denied) - EFR status (green or red) - Every step completed and what you found
---
**Owner:** Customer Support — coordinate with Field Tech to validate and expand
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