You notice during synchronization that there are error messages in the plugin role's Synchronization tab, and that the plugin role icon is yellow. To help you troubleshoot the various issues, learn about their possible causes and their respective solutions.
The following table lists the most common synchronization error and status messages, the causes, and possible solutions.
Synchronization message | Cause | Solution |
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The format for {CardholderName}'s credential is not valid : The number of values specified (1) does not agree with the number of editable fields in this format (2). Note that fixed fields should not be included. | The plugin is configured to expect credentials to use only a card number, but the format configured in Symmetry SMS expects both a facility customer code and a card number. | Make sure that the format configured in Symmetry SMS matches the format configured in the plugin. Formats are configured in the plugin role's Synchronization tab. See Synchronizing entities and alarms from AMAG Symmetry |
The format for {CardholderName}'s credential is not valid : The number of values specified (2) does not agree with the number of editable fields in this format (1). Note that fixed fields should not be included. | The plugin is configured to expect credentials to use both a facility customer code and a card number, but the format configured in Symmetry SMS expects only a card number. | |
{CardholderName}'s credential: Cannot create a credential with a CardNumber of 0, skipping it | Security Center cannot import a credential that has a card number of zero because zero is the default value that Symmetry SMS uses to identify cardholders that do not have a credential assigned to them. See About importing AMAG Symmetry Credentials. | In Symmetry SMS, make sure the cardholder's credential has a unique card number that is greater than zero. Then wait for the plugin to import the updated card, or start a manual synchronization to import the card. |
The format for {CardholderName}'s credential is not valid : The parameter at Order 1 (2222) is not within the allowable range of (0-FF) for the format field (CadNumber). Parameter name: values Actual value was 2222. | The credential from AMAG Symmetry cannot be imported because its value is larger than allowed by the format configured in the plugin. |
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Genetec.Data.SqlCommand Exception: Exception occurred while executing a sql command (Retry count = 0) ---> System.Data.SqlClient.Sql Exception: Cannot insert duplicate key row in object 'dbo.Credential' with unique index 'IX_CredentialUniqueID'. The duplicate key value is (000000000000000 00000000000000008|32). | If you see "duplicate key row" in a synchronization error message for a credential, then two or more credentials in Security Center have the same card number. This might happen if:
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The proxy is disconnected. |
The plugin is not connected to the proxy service. Perhaps, the plugin was connected to the proxy, but lost the connection and the proxy is now unreachable. |
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The proxy is not ready. |
The plugin is connected to the proxy service, but the proxy service is unable to respond. The cause might be one of the following:
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Entities retrieval cannot be completed. See proxy logs for more info. |
The proxy generated an unexpected error. | Contact Genetec™ Technical Assistance Center (GTAC) On the proxy server, logs are saved to \Program Files (x86)\Genetec\Symmetry Proxy Service\Logs. |
Events retrieval cannot be completed. See proxy logs for more info. |