AMAG Symmetry synchronization error messages and solutions - AMAG Symmetry 3.1

AMAG Symmetry Plugin Guide 3.1

series
AMAG Symmetry 3.1
revised_modified
2020-01-28

You notice during synchronization that there are error messages in the plugin role's Synchronization tab, and that the plugin role icon is yellow. To help you troubleshoot the various issues, learn about their possible causes and their respective solutions.

During synchronization, entities that were imported from AMAG Symmetry report errors. You also notice that the role is in a warning state (icon is yellow), and the following error message is reported in the diagnostic window "There was an error while synchronizing the entities. Look at the synchronization page for more information.".

The following table lists the most common synchronization error and status messages, the causes, and possible solutions.

Synchronization message Cause Solution
The format for {CardholderName}'s credential is not valid : The number of values specified (1) does not agree with the number of editable fields in this format (2). Note that fixed fields should not be included. The plugin is configured to expect credentials to use only a card number, but the format configured in Symmetry SMS expects both a facility customer code and a card number. Make sure that the format configured in Symmetry SMS matches the format configured in the plugin.

Formats are configured in the plugin role's Synchronization tab. See Synchronizing entities and alarms from AMAG Symmetry

The format for {CardholderName}'s credential is not valid : The number of values specified (2) does not agree with the number of editable fields in this format (1). Note that fixed fields should not be included. The plugin is configured to expect credentials to use both a facility customer code and a card number, but the format configured in Symmetry SMS expects only a card number.
{CardholderName}'s credential: Cannot create a credential with a CardNumber of 0, skipping it Security Center cannot import a credential that has a card number of zero because zero is the default value that Symmetry SMS uses to identify cardholders that do not have a credential assigned to them. See About importing AMAG Symmetry Credentials. In Symmetry SMS, make sure the cardholder's credential has a unique card number that is greater than zero. Then wait for the plugin to import the updated card, or start a manual synchronization to import the card.
The format for {CardholderName}'s credential is not valid : The parameter at Order 1 (2222) is not within the allowable range of (0-FF) for the format field (CadNumber). Parameter name: values Actual value was 2222. The credential from AMAG Symmetry cannot be imported because its value is larger than allowed by the format configured in the plugin.
Genetec.Data.SqlCommand Exception: Exception occurred while executing a sql command (Retry count = 0) ---> System.Data.SqlClient.Sql Exception: Cannot insert duplicate key row in object 'dbo.Credential' with unique index 'IX_CredentialUniqueID'. The duplicate key value is (000000000000000 00000000000000008|32). If you see "duplicate key row" in a synchronization error message for a credential, then two or more credentials in Security Center have the same card number.
This might happen if:
  • The format in Symmetry SMS is configured to use the facility customer code, each facility has a duplicate set of card numbers, and in the plugin role's Synchronization page, the setting Include the Facility Customer Code is set to OFF.
  • You already have many credentials in Security Center, and an existing credential has the same card number as an AMAG Symmetry credential. To solve this, change one of the card numbers.

The proxy is disconnected.

The plugin is not connected to the proxy service. Perhaps, the plugin was connected to the proxy, but lost the connection and the proxy is now unreachable.
  • Make sure the proxy service is running: on the server that runs the proxy service, open Windows Task Manager, click the Services tab, and make sure that Genetec Security Center Symmetry Plugin Proxy Service is listed and is running.
    • If the service is stopped, start the service.
    • If the service is not in the list, install the service.
  • Make sure that the ports used by the plugin and the proxy are open on all IP devices in the network.
  • Make sure that the port set on the plugin role matches the port set for the proxy. The default is 1312.

The proxy is not ready.

The plugin is connected to the proxy service, but the proxy service is unable to respond. The cause might be one of the following:
  • The proxy is busy synchronizing and entities are being saved to the proxy's cache.
  • The proxy is unable to connect to Symmetry SMS.
  • The Symmetry SMS user account used by the proxy is missing one or more required permissions.
  • Check that the user name and password for AMAG Symmetry are correct in the plugin role and the Amag Symmetry Proxy Configuration Page.
  • Make sure that the API version selected in the Amag Symmetry Proxy Configuration Page is set for the actual version of the Symmetry XML Open Integration Module.
  • Make sure that the user account has the necessary screen privileges (permissions rights). See Configuring Symmetry SMS.
  • Check for error logs on the proxy server. If you see error logs, contact Genetec™ Technical Assistance Center (GTAC).
  • Verify that the Symmetry XML Open Integration Module is installed and reachable.
  • Make sure that the Symmetry SMS server is running and reachable.

Entities retrieval cannot be completed. See proxy logs for more info.

The proxy generated an unexpected error. Contact Genetec™ Technical Assistance Center (GTAC)

On the proxy server, logs are saved to \Program Files (x86)\Genetec\Symmetry Proxy Service\Logs.

Events retrieval cannot be completed. See proxy logs for more info.