Main server is offline - Security Center 5.7 - 5.12

Troubleshooting the main server in Security Center
Applies to
Security Center 5.7 - 5.12
Last updated
2023-08-24
Content type
Troubleshooting
Language
English
Product
Security Center
Version
5.12
5.11
5.10
5.9
5.8
5.7

If your Security Center clients are not connecting, your main server might be offline. Ask the following troubleshooting questions to determine a possible cause and solution.

Is your license up to date?

In Server Admin, check whether the License is still valid (green).

Overview page in Server Admin with the License status highlighted.
  • If yes: Go to the next question.
  • If no: Contact Customer service to obtain and activate a new license.

Is the Genetec™ Server service running?

In the Windows Services console, check whether the Genetec™ Server service is Running.

Windows Services window with the Genetec Server service highlighted.

Does the Genetec™ Server service logon user have full user permissions on the database and on Windows?

On the Genetec™ Server, verify that you can log in to your SQL server using SQL Management Studio. You can also check your user permissions with your IT department.

  • If yes: Go to the next question.
  • If no: Obtain full user permissions and restart the Genetec™ Server service. If the server does not come online, go to the next question.

Is the Directory role started on the server?

In the Server Admin, check whether the Directory is online (green).

Overview page in Server Admin with the Directory status highlighted.
  • If yes: Go to the next question.
  • If no: In Server Admin, try to start the Directory. If the Directory does not start and the server does not come online, troubleshoot the Directory role.

Are your ports open?

Check with your IT department that the ports for server communication are open and are not being used by another process. You can also run the Command Prompt and enter the command line netstat -na | find"[PortNumber]" to check whether a port is open.

  • If yes: Go to the next question.
  • If no: Open the correct ports. See the list of default Security Center ports. If the server does not come online, go to the next question.

Did a Windows event cause the service to stop?

Check the Windows event logs or dump files for strange events or errors. To check the Windows logs, open the command prompt as administrator and enter the following command: eventvwr.msc. Make sure to check application, system, and Genetec event logs. To check whether dump files have been created, open C:\Program Data\Genetec Security Center [5.x], and then open the Dumps or Logs folders.
Event viewer window with Application and System logs, and Genetec application highlighted.
  • If yes: Provide Technical Support with the logs or dump files so they can further troubleshoot the issue.
  • If no: Contact Technical Support so they can further troubleshoot why your server is offline.