Overview
BaseUp hardware is part of your building’s access equipment, alongside gates, roller doors and other control systems.
BaseUp does not change your existing escalation or after-hours support processes – these remain the same and were agreed during onboarding and implementation.
Please refer to your building-specific “Hardware and After Hours Support” document for key contacts, the exact locations of BaseUp hardware, and escalation points.
It is very common for Facilities Managers to escalate gate issues straight to BaseUp without any checks on site. In many cases, the problem is local (power, gate hardware, or recent works) and can be identified quickly with simple troubleshooting steps.
On-site works
If work is being carried out at any gate or door where BaseUp is installed, contractors must be instructed not to touch any BaseUp wiring or controllers.
When contractors change wiring or move BaseUp hardware, the system often stops working and drivers cannot access that gate, creating significant operational issues for the Facilities Manager.
Troubleshooting
If drivers report issues at a gate or door that uses BaseUp:
Check controller status in the Management Portal
Log in to app.baseup.com.au using your email address.
Go to Operations → Access Controllers and check the connectivity status for the affected gate.
Interpret the status
Connected → The BaseUp hardware is online. The issue is likely with the gate or building equipment (motor, roller door, power, etc.), not BaseUp. Follow your internal escalation process.
Disconnected → The BaseUp hardware is offline and needs a restart (see below).
Fixing the issue (power cycle)
If the controller appears offline in the dashboard, perform a hardware reboot. The exact method varies by site:
Option 1 – Power cycle at the board
Turn off the distribution board / circuit that powers that gate for 1 minute, then turn it back on.
This will power cycle the BaseUp controller and gate equipment.
Option 2 – Power cycle the BaseUp hardware only
Locate the BaseUp controller (see your hardware location guide).
Unplug the BaseUp power connector for 1 minute, then plug it back in.
After restarting, check Operations → Access Controllers again to see if the controller is now connected.
Escalation
If the BaseUp hardware remains offline after a reboot, or if you are unsure:
Raise a support ticket with BaseUp (via the Support widget or email).
Include the site name, gate location, what you observed, and the troubleshooting steps already taken.
BaseUp will then arrange remote diagnostics and, if needed, a technician visit to investigate further.