Morse Watchmans KeyWatcher Touch role error messages and solutions - Morse Watchmans KeyWatcher 3.0.1

Morse Watchmans KeyWatcher Touch Asset Management Plugin Guide 3.0.1
Applies to
Morse Watchmans KeyWatcher 3.0.1
Last updated
2023-11-23
Content type
Guides > Plugin and extension guides
Language
English
Product
Morse Watchmans KeyWatcher
Version
3.0

You notice that the plugin role icon is yellow or red. To help you troubleshoot the various issues, learn about their possible causes and their respective solutions.

Diagnostic error messages

The following table lists the error messages for the Morse Watchmans KeyWatcher Touch plugin role, provides a description of the cause, and suggests solutions for resolving the issue.

Diagnostic message Cause Solution
Communications problems: Invalid server endpoint. Incorrect server name.
Authentication problems: Invalid server credentials. Incorrect server credentials or an inactive account.
  • Make sure that the user name and password are configured correctly in the KeyWatcher TrueTouch server credentials section of the plugin role Properties window. For more information, see Configuring the Morse Watchmans KeyWatcher Touch plugin role.
  • Make sure that the user account is active.
  • Make sure that the user name includes the domain name prefix, as in <DOMAIN>\<user name>.
Authentication problems: Invalid TrueTouch user credentials. Incorrect TrueTouch credentials or an inactive account.
License limit reached: The Security Center license that you are using supports up to {allowedLicenseCount} lockers. {missingLicenseCount} lockers are missing a license. Either remove some lockers or upgrade your license. License exceeded. Contact your representative of Genetec, Inc. to upgrade your license.
Pin synchronization problems: Cardholder {Name} has an invalid pin for Morse. A PIN credential has more than four digits. Change the specified cardholder PIN to a four-digit number, or create a second PIN for use with the Morse Watchmans KeyWatcher Touch system.
Referring to an unknown site in Morse Watchmans system: Trying to access an unknown site, likely due to a change in endpoint configuration. Reinstall the plugin to fix this. The user has changed the endpoint to a new Morse Watchmans KeyWatcher Touch system. Delete and reinstall the plugin.