Context
License plate recognition performs well across a wide range of real world conditions, but plate condition, weather, and camera placement all affect results. This article helps you tell the difference between an expected miss and something worth reporting.
Step 1: Confirm the resident or visitor can still get in
Residents can always use Swipe to Open in the ButterflyMX app. Visitors can use the PIN or QR code on their pass, or call the resident. Access is never blocked by a missed read.
Step 2: Find the event in Door Releases
- From the main menu, go to Activity > Activity Log > Door Releases.
- Set the Entry method filter to License plate. You can also search a plate number directly, using the full plate or just part of it, and narrow further by date range, release status, or device.
- Click the photo in the Photo column to open the captured image and the one minute video clip. The image is not visible from the log itself.
Step 3: Compare the image to the read
Look at the captured image and ask whether you can read the plate yourself. That single question tells you what kind of issue you have.
| What you see | What it means | What to do |
|---|---|---|
| You can clearly read the plate in the image, but the system logged different characters | The system misread a legible plate. This is worth reporting. | Submit a request to ButterflyMX Support with the event timestamp, the access point, the plate as printed, and what the system logged. |
| The plate is cut off, skewed, blurry, or too small in the frame | The camera framing or angle is likely outside specification. | Have your installer verify the installation against the LPR Access Implementation Guide. If the physical setup is correct, contact Support. Camera image settings are managed by ButterflyMX and can be adjusted remotely. |
| The plate is dirty, snow covered, damaged, or obstructed | The plate was not legible to the camera. | Ask the resident to clean the plate or remove the obstruction. No system change needed. |
| There is no event at all for that vehicle | The vehicle may not have entered the capture zone, or the camera may be offline. | Check the camera status, then confirm the vehicle approached within the camera's capture range. |
| The vehicle was denied and shows a release type of Visitor with the name Unknown | The plate is not authorized. | Go to People Management > People > Tenants, open the resident's profile, view Access Tools, and confirm the plate and state on file match the vehicle exactly. |
Common causes of a missed read
- Dirt, snow, mud, or road salt on the plate
- Damaged, bent, or faded plates
- Plate covers, bike racks, or trailer hitches blocking the view
- A plate mounted somewhere other than its standard position, such as inside a rear windshield
- Temporary paper or dealer tags
- Heavy rain, fog, or snow
- Direct sun glare into the camera
- A vehicle moving too quickly through the capture zone
- An unusual approach angle, or a vehicle stopping outside the capture zone