Unable to communicate with Security Center - If GUS cannot communicate with Security Center due to a certificate issue, you can manually reset the server certificate. - Genetec Update Service - User guides - Troubleshooting

Genetec™ Update Service User Guide
Product
Genetec Update Service
Content type
Guides > User guides
ft:locale
en-US
Last updated
2026-07-16

If GUS cannot communicate with Security Center due to a certificate issue, you can manually reset the server certificate.

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

The Main GUS pins the Server Admin certificate after Security Center generates it to allow secured communications.

A certificate error can occur if the Server Admin certificate changes. It causes a mismatch with the certificate that GUS pinned initially. An error can also occur when the certificate fails any certificate or SSL policy validation used by the GUS. For example, if a certificate has an expired date, the GUS does not trust it and rejects it.

Solution

To reset the certificate pinned by the Main GUS:
  1. On the Main GUS, stop the Genetec Update Service and Genetec Update Service Sidecar services.
  2. Go to C:\ProgramData\Genetec Update Service\Certificates\Server\ and delete both the certificate and the certificate pin files:
    • [Hostname]_[restPort#].cer
    • [Hostname]_[restPort#].pin.xml
  3. Restart the Genetec Update Service and Genetec Update Service Sidecar services.

If the Server Admin uses a trusted certificate, validate that the certificate is trusted on the Main GUS machine.