No one can get through the door using the reader.
User may have inadvertently selected "disable keypad/reader access." This mode shuts down the reader. The REX works and left-clicking on the Pinpoint animation allows unlock, and right-clicking stills allows timed and permanent unlock.
Right-click on the Pinpoint door animation and click on "Enable Keypad/Reader Access"
See Key for the standard Door Control Graphic for a description of the various animations used in the Pinpoint Door Control.