Troubleshooting: No data from System Availability Monitor on GTAP - System Availability Monitor

System Availability Monitor User Guide

series
System Availability Monitor
revised_modified
2020-05-27

After activating the System Availability Monitor Agent to collect health data from a Security Center system, if the system appears to be connected, but no information about that system is available on GTAP, check the Internet connection of the server hosting the System Availability Monitor Agent.

Procedure

  1. From the server hosting the System Availability Monitor Agent, open a browser and connect to the address https://samip.genetec.com.
    If the browser returns the error 403 - Forbidden: Access is denied, then your Internet connection is working properly. Proceed with the next step. If you get any other types of errors, check your network settings (firewall, proxy, and DNS)
  2. At the bottom of the System Availability Monitor Agent window, click the link View recent errors and warnings.
    The Event Viewer window opens.
  3. Click Applications and Services Logs > Genetec, and look for errors associated to System Availability Monitor Agent (SAMA).
  4. If all fails, gather the following trace files, which are always available:
    • C:\Windows\TEMP\CollectorTraces_00.svclog
    • C:\Windows\TEMP\CollectorTraces_01.svclog
    Open a case with GTAC, and provide the above trace files with a detailed description of what you have tried up to this point.