Morse Watchmans KeyWatcher Touch events not received in Security Center - Morse Watchmans KeyWatcher 3.0.1

Symptom

There are events activated on the Morse Watchmans KeyWatcher Touch system, but they are not appearing in the Monitoring task in Security Desk.

Causes

Events are set to be ignored in the plugin configuration or a firewall rule is blocking communications with the server.

Solution 1

1. From the Security Desk homepage, open the Monitoring task and make sure that the entities for which you should receive events are monitored.
2. From the Security Desk homepage, open Options > Events.
3. Make sure that the events you want to monitor and their Display in tile options are selected, and then click Save.
4. If you still cannot receive Morse Watchmans KeyWatcher Touch events, restart the plugin role.
5. Restart the server on which the plugin role is running.

Solution 2

1. On the Plugin server, open Computer Management and click Services and Applications > Message Queuing > Private queues. There should be a queue with a file name that starts with f86c96ba.
2. On the KeyWatcher TrueTouch server, open Computer Management and click Services and Applications > Message Queuing > Outgoing queues. There should be a queue with a name that includes the host name of the plugin server and a matching GUID.
3. If either of the queues are absent, restart the plugin and verify that the MSMQ Server and the Message Queuing service are running on both servers.
4. On the KeyWatcher TrueTouch server, verify that the queue in step 2 is empty. If you find messages accumulating in the queue, then verify that the firewall is not blocking communications between Security Center and the Morse Watchmans KeyWatcher Touch server.