Extension installed, but missing from Security Desk and Config Tool - UTC Advisor Master and Advanced 3.0

UTC Advisor Master and Advanced Intrusion Panel Extension Guide 3.0

Applies to
UTC Advisor Master and Advanced 3.0
Last updated
2021-06-18
Content type
Guides > Plugin and extension guides
Language
English (United States)
Product line
Ecosystem (add-ons) > UTC Advisor Master and Advanced
Version
3.0

If the extension-specific role Properties page, reports, events and alerts are missing, then the plugin is not installed on your local machine. The plugin must be installed on a Genetecâ„¢ Server (main or expansion) and on ALL client workstations that are used to monitor incidents.

To help you troubleshoot this issue, refer to the possible causes and their respective solutions below.

Possible symptoms:

  • In Config Tool, you see the plugin in the Extensions task, and you can add a new extension role, but the role is missing the Properties tab.
  • In Security Desk, you do not see any events for your Advisor Master and Advisor Advanced intrusion panels in the reports you generate.
  • In Security Desk, you do not see entities for the intrusion units and the modules. Although, the entities for areas, inputs, and outputs are displayed.

Cause

The extension is not installed on the local computer, the license (certificate) is invalid, or you are missing required user privileges.

Solutions

Solution 1: Install the extension on your local computer.

Solution 2: Make sure that a Genetecâ„¢ Server has the extension installed, the role created, and is configured correctly.

Solution 3: Confirm that the extension is installed on your Security Center computer: from the home page in Security Desk or Config Tool, click About > Installed components and look in the list for entries that begin with Genetec.Extensions.

Solution 4: Confirm that your system has a license certificate for the exttension: from the home page in Security Desk or Config Tool, click About > Certificates, look in the list for the name of the extension, and make sure that your access permissions are set to Unlimited.