Main server is offline - If your Security Center clients can't connect, your main server might be offline. Troubleshoot with the following possible causes and solutions. - Security Center 5.10 - 5.14 - Troubleshooting

Is your license up to date?

In Server Admin, check whether your license is still valid (green).

Is the Genetec™ Server service running?

In Windows Services, verify that the Genetec™ Server service is running.

If the service is stopped, start it in Windows Services. If the service doesn't start, troubleshoot the Genetec Server service.

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 use SQL Server Management Studio to log in to your SQL server. You can also check your user permissions with your IT department. If you can't log in to your SQL server, obtain full user permissions, and restart the Genetec™ Server service.

Is the Directory role started on the main server?

In Server Admin, verify that the Directory role is online.

If the Directory isn't online, in Server Admin, click Directory > Start to start it. If the Directory doesn't start and the server doesn't come online, troubleshoot the Directory role.

To see more details in Server Admin about the state of the Directory role:

1. Under Servers, select the server hosting the Directory role.
2. Click Actions > Console.
3. In the console, click Commands > Directory Commands > Status.

The Directory role state is displayed in the pane to the right.

Are your required ports open?

Verify with your IT department that the ports for server communication are open and aren't being used by other processes. You can also run the Command Prompt and enter the command line netstat -na | find"[PortNumber]" to check if a port is open. If required, open the correct ports. For more information, see Default ports used by Security Center.

Did a Windows event cause the Genetec Server 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.

If a Windows event caused the service to stop, provide Technical Support with the logs or dump files to troubleshoot the issue.