If some Genetec™ Update Service features are not working correctly, ensure that all the firewall rules are configured correctly.
Tip: To get all log files and configurations files necessary
to investigate any Genetec Update Service issues in a zip file, click the Get
troubleshooting data in the Settings tab
Advanced settings section. For more information, see Configuring Advanced settings
Cause
Features might be unavailable due to invalid or missing configuration.
Solution
To resolve the issue, do the following:
- Ensure that all the items below are added in the Windows firewall rules to get all GUS features.
- Port 443 (Outbound to Public)
- Port 4595 (Inbound and Outbound - to Private and Domain only)
- Ensure that all the following URLs are accessible from your network:
- https://www.genetec.com
- https://downloadcenter.genetec.com/
- https://downloadcenter1.genetec.com/
- https://downloadcenter2.genetec.com/
- https://downloadcenter3.genetec.com/
- https://updaterservices.genetec.com/
- https://updaterservices1.genetec.com/
- https://updaterservices2.genetec.com/
- https://systemreportservices.genetec.com/
- https://login.genetec.com/
NOTE: If a proxy is configured, these URLs are only accessible from the proxy. Depending on the network restrictions, you might also need access to other endpoints. - If your network has an enterprise web proxy, ensure that the web proxy setting is configured.
- Ensure that TLS 1.2 is enabled on the machine.
- Try deleting C:\ProgramData\Genetec Update Service\ InternetCheckSettings.xml and restart the Genetec Update Service and Genetec Update Service Sidecar services.
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