[KBA-00952] Troubleshooting HID VertX units that are offline in Security Center - Security Center | HID

series
Security Center | HID
revised_modified
2019-08-15

[KBA-00952] Troubleshooting HID VertX units that are offline in Security Center

This article explains the steps you can perform to troubleshoot an HID VertX unit that has gone offline unexpectedly in Security Center.

Summary

If you have an HID VertX unit that has dropped offline or is cycling between online and offline states, you can troubleshoot the issue.

  1. On the server that is hosting the Access Manager role, verify that you can communicate with the unit one of the following ways:
    • In a web browser, type http://ip.address.of.unit/ and then type a username and password if required.
    • In a Windows Command Prompt, try the following:
      • To ping the unit, type ping ip.address.of.unit.
      • To telnet to the unit, type telnet ip.address.of.unit and then type the username (root) and default password (pass or btfsplk).
      • To FTP to the unit, type ftp ip.address.of.unit and then type ls (lower case letter L).

    If there is no reply from the unit, it is offline and it might be broken or unplugged. You can contact Genetec™ Technical Support to check if the VertX unit is still under warranty and to request an RMA. Make sure to provide the MAC address of the unit when contacting support. For information about requesting an RMA, see the Customer Guide to RMA & Warranty.

  2. If the VertX unit is physically located inside your building, you can try changing the DNS address to the IP address of the unit as follows:
    1. In a web browser, open the unit web page by typing http://ip.address.of.unit/.
    2. In the Basic Setup section, set the DNS fields to the IP address of the unit.
  3. Check if there are active alarms in the controller as follows:
    1. On the System Status page in the HID VertX unit web page, check if one of the following fields are in the alarm state with a red background:
      • Tamper
      • Door Forced
      • Door Held

      For example, the following image shows an HID VertX web page with the Door Held field in an alarm state from a Door open too long event.

    2. If one of the fields is in the alarm state, try clearing the alarm using the 0 button near the icon.
  4. Check with your IT department that all the correct ports are open on your network, so there is no firewall blocking communication to the unit.

More information

If your issue still persists, you can perform a trace in the console and then send the log files to Genetec™ Technical Assistance Center (GTAC) so they can further troubleshoot the issue.

To perform a trace on a VertX unit in Security Center 5.2 - 5.4, do the following:
  1. In a web browser on the server that is hosting the Access Manager role, open the Server Console by typing http://ip.address.of.server/genetec/console.
  2. Click Favorite.
  3. Double-click Access Control - HID.
  4. Under the Log Folder option, select where you want to save the log file.
  5. Click OK and the click the play button.
  6. After a few minutes, click the pause button.
To perform a trace on a VertX unit in Security Center 5.5 or later, do the following:
  1. Open Server Admin.
  2. In the Overview section, select the server hosting the Access Manager role.
  3. Click Action > Console > Trace logger.
  4. Double-click Access Control - HID.
  5. Under the Log folder option, select where you want to save the log file.
  6. Click OK and the click the play button.
  7. After a few minutes, click the pause button.

Send the log file and the MAC address of the VertX unit to Genetec™ Technical Assistance Center (GTAC).