AMAG Symmetry role 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 that the plugin role icon is yellow or red. To help you troubleshoot the various issues, learn about their possible causes and their respective solutions.

plugin role diagnostic errors and warning messages

The following table lists the error and status messages for the AMAG Symmetry plugin role, provides a more complete description of the cause, and suggests some solutions for resolving the issue.

Role diagnostic message Cause Solution
Cannot connect to the ProxyService: Unexpected error while connecting to proxy. Unable to connect to the remote server. The server that runs the proxy service is unreachable.
  • Confirm that the proxy service host is running and reachable over the network by using the Ping command. In a command prompt, type ping <IP address>.
  • Confirm that the host and port are reachable using Telnet Client. In a command prompt, type telnet <IP address> <port number>.
  • Make sure that the host and port values that are configured on the plugin role's Properties tab are correct. See Configuring the AMAG Symmetry plugin role.
  • 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.
  • Turn off or uninstall any antivirus software running on Security Center servers and AMAG Symmetry servers.
  • Disable the Windows firewall on the Security Center servers and AMAG Symmetry servers.
Cannot connect to the ProxyService:Cannot create channel to '{Host}:{Symmetry Service Port}'. The plugin cannot reach the Symmetry Service Port (default 1313) for one of these reasons:
  • The switches and routers in your network are blocking that port.
  • Another application or service is using that port.
  • Open the port on all of the IP network devices, switches, and routers between the AMAG Symmetry server and the Security Center servers.

  • Configure the plugin role and the proxy service to use a different port that is available and open. To change the port settings, see:

Cannot connect to the ProxyService: Cannot retrieve the proxy configuration from the ProxyService. It might be down. The plugin cannot open the Amag Symmetry Proxy Configuration Page and cannot retrieve the proxy configuration settings for any of the following reasons:
  • The port configured on the plugin role and on the proxy service (default 1312) do not match.
  • The host configured on the plugin role and on the proxy service do not match.
Disconnected from the proxy. 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. Check the other messages to help you determine the cause.
  • 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.
Proxy is connected, but not ready to accept requests. 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 Genetecâ„¢ 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.
Prefetching entities Security Center is loading and preparing the plugin. Please wait. The plugin will be available soon.
Synchronizing entities State of the synchronization process as the plugin is synchronizing. Wait until synchronization completes.
Synchronization was canceled Synchronization was canceled by a user. You can start synchronization manually.
There was an error while synchronizing the entities. Look at the synchronization page for more information. During synchronization, there was a problem importing AMAG Symmetry entities. To view the errors, in the plugin role's Synchronization tab, in the Messages column, click a message to open it.

For a description of the most common messages, the cause and possible solutions, see AMAG Symmetry synchronization error messages and solutions.

Unknown error Cause unknown. This error is unlikely to be displayed. Contact Genetecâ„¢ Technical Assistance Center (GTAC).
The maximum number of custom fields permitted by the license has been reached. Your Security Center license allows a total number of custom fields to be used for all entities. This number has been exceeded. See The maximum number of custom fields permitted by the license has been reached