[KBA-79174] Unable to communicate with Main GUS or GUS proxy - Genetec Update Service

Applies to
Genetec Update Service
Last updated
2024-02-15
Internal reference number
44993
Content type
KB articles
Language
English
Product
Genetec Update Service

[KBA-79174] Unable to communicate with Main GUS or GUS proxy

This article explains why Genetec™ Update Service fails to connect with the Main GUS or GUS proxy after an update due to a certificate error.

Applies to

Genetec Update Service version 2.5 or later.

Cause

The GUS establishes trusted connections using self-signed certificates saved on the client GUS during enrollment. A certificate error occurs if the certificate saved on the client GUS becomes out of sync with the certificate presented by the server GUS.

Workaround

Reset the certificate pinned by the GUS:
NOTE: Make sure that you are reconnecting with the expected Main GUS or GUS proxy server.
  1. Stop the Genetec Update Service and Genetec Update Service Sidecar services.
  2. Go to C:\ProgramData\Genetec Update Service\Certificates\Server\ and delete the certificate file: [Hostname]_4595.cer and the certificate pin file: [Hostname]_4595.pin.xml.
    NOTE: [Hostname] is the hostname or IP address of the Main GUS or GUS proxy server experiencing connection issues.
  3. Restart the Genetec Update Service and Genetec Update Service Sidecar services.

Status

This issue will be resolved in a future release of GUS.