Videx 4000 Series Video Entry — Fault Finding

Written after a three-visit job on a three-flat block where a simple "no release" fault turned into a mechanical lock problem. Read this before starting on any Videx 4000 series video entry system.

System on this job

Fault 1 — Door will not release, but calls and video work

1. Measure the 12V lock PSU output with a meter. On this job the Mean Well PSU had no output. That was the original fault.

2. If the PSU is dead, replace it with a like-for-like 12V DC unit.

3. Check the lock wiring polarity before powering up. On this lock the correct connections were:

   • Brown / White-Brown = positive
   • Green / White-Green = negative

   The previous contractor had reconnected them in reverse. Check the polarity of the lock you are on. Do not assume the same colours apply to every lock.

4. Test release from each flat's handset.

Fault 2 — One button on the panel doesn't call its flat

Symptom: Button 1 would not call Flat 151, but the other buttons worked.

Diagnosis by swap test (do this before ordering anything):

1. Swap the handset with one known to work. If the fault stays with the button, the handset is fine.
2. Swap the call button assignments on the panel. If the fault follows the button position, the button module is faulty, not the handset or the wiring.
3. Here the cause was an intermittent micro switch on the SN4320 button module.

Temporary fix if the replacement part isn't on the van: swap the button assignments so the faulty position is not used for an occupied flat. Restores service immediately while you order the part.

Permanent fix: replace the module with a Videx 4043 (3-button) module. All three buttons worked within about 20 minutes of fitting.

Finish matching: the module fitted was the matte 4043/M, while the panel is steel. It works, but the finish doesn't match. If a like-for-like finish is needed, order the polished steel 4043 up front. Confirm the finish with the customer before fitting.

Lesson — Don't get drawn into the door's mechanical lock

On arrival the door's lock mechanism had been completely dismantled by a previous contractor, with mounting bolts missing. We restored the electric release using temporary bolts from van stock, then returned to fit the correct ones.

During that later visit, the internal sliding bar linking the electric release to the mechanical multipoint lock was dislodged. The bar snagged on a fixing plate when the handle was operated. The top bolt jammed with no manual override, and a small clearance cut had to be made to free it. A locksmith was then needed for the mechanical side.

Rules for next time:

• Photograph the lock and door as found, before touching anything, and record anything already missing or damaged.
• We only work on the electric (solenoid) side. The mechanical multipoint lock is a locksmith or door-fitter job.
• Put that limit in writing on the quote and tell the customer before starting.
• Do not refit or tension mechanical parts "to get the electric release working" without agreement. If the mechanism is dismantled on arrival, stop, record it and tell the customer.
• Don't leave the building with only one way out. Before you disturb any lock, check that the doors have a working means of escape. If the lock is stuck or jammed, the occupants may be unable to leave.

Fire safety observation

The building had a single exit with no secondary means of escape. Any mechanical lock failure therefore leaves residents without a viable way out. If you find this on any site, raise it in writing with the building owner or freeholder.

Quick reference

Related Documents

• Videx 3000 Series — Fault Finding & Replacement
• Access Control