Extension installed, but missing from Security Desk and Config Tool - Genetec™ Intrusion Protocol 5.0.0

Genetec™ Intrusion Protocol Extension Guide 5.0.0

Applies to
Genetec™ Intrusion Protocol 5.0.0
Last updated
2022-04-14
Content type
Guides > Plugin and extension guides
Language
English
Product
Genetec™ Intrusion Protocol
Version
5.0

If the extension-specific role Properties page, reports, events and alerts are missing, then the extension is not installed on your local machine. The extension must be installed on a Genetec™ Server (main or expansion) and on all client workstations that are used to monitor incidents.

To help you troubleshoot this issue, refer to the possible causes and their respective solutions below.

Possible symptoms:

  • In Config Tool, you cannot see the extension in the Extensions tab of the intrusion manager role.
  • In Security Desk, you do not see the reports for intrusion unit events or intrusion detection area activities.

Cause

The extension is not installed on the local computer, the license (certificate) is invalid, or you are missing required user privileges.

Solutions

Solution 1: Install the extension on your local computer.

Solution 2: Make sure that a Genetec™ Server has the extension installed, the role created, and is configured correctly.

Solution 3: Make sure your intrusion panels are online and configured properly.

Solution 4: Confirm that the extension is installed on your Security Center computer: from the home page in Security Desk or Config Tool, click About > Installed components and look in the list for entries that begin with Genetec.IntrusionExtensions.Gip.

Solution 5: Confirm that your system has a license certificate for the extension: from the home page in Security Desk or Config Tool, click About > Certificates, look in the list for the name of the extension, and make sure that your access permissions are set to the number of panels you have deployed.