Number of enrolled units displayed incorrectly - 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 Genetec™ Intrusion Bridge is connected, there will be a green dot next to it. However, if there is an issue with the licensing, the total number of units enrolled might be displayed as 0, or less than the full amount (for example: 0/10, 2/3, etc.).

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

Possible symptoms:

  • Yellow warning icon on the Genetec™ Intrusion Bridge screen. Hovering over the warning icon, you see the message "Some units could not be enrolled, make sure you have not exceeded your license.
  • Units enrolled on Genetec™ Intrusion Bridge screen is less than full amount of panels.

Causes

  • Insufficient license parts for the specific intrusion panels being added. Intrusion parts are not interchangeable (for example, if you have 10 Bosch panels, you must have 10 Bosch panel licenses).
  • License has not been updated since installing the Genetec™ Intrusion Protocol extension.

Solutions

Solution 1: Verify in About > Certificates that you have sufficient amounts of both the GIP and specific intrusion panel certificates.

Solution 2: Verify in About > Security Center that you have sufficient Number of intrusion detection units licenses.

Solution 3: If you have not reapplied your Security Center license, log into the GTAP, download your Security Center license, then re-apply it.