Troubleshooting Genetec Mission Control™ - Genetec Mission Control™

series
Genetec Mission Control™
revised_modified
2020-07-16

Uninstalling RabbitMQ

If your RabbitMQ server service is unable to start or handle messages due to corrupted RabbitMQ installation files, the best option is to perform a clean uninstall of RabbitMQ and then reinstall it.

Procedure

  1. Go to Start > Control panel > Add or remove programs and uninstall the following programs:
    • RabbitMQ Server <version>
    • Erlang OTP <version>
    • OpenSSL <version>
  2. Press Ctrl+Shift+Esc to open the Task manager.
    • Right click on erl.exe and select End task.
    • Right click on epmd.exe and select End task.
  3. Delete all the installation directories for RabbitMQ and Erlang. this includes the following files and folders:
    • C:\Program Files\erl<erlang version>\
    • C:\Program Files\RabbitMQ Server\
    • C:\Program Files (x86)\Genetec\RabbitMQ\
    • %ProgramData%\Genetec\RabbitMQ\
      NOTE: By default, this path leads to C:\ProgramData\Genetec\RabbitMQ
    • %AppData%\RabbitMQ\
      NOTE: By default, this path leads to C:\Users\<Username>\AppData\Roaming\RabbitMQ
  4. Use Regedit to remove the following registries recursively. You will need to delete the folders and everything inside.
    NOTE: Open the Registry editor by typing Regedit in the Windows search box. Delete files from the following paths:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Ericsson\
    • HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Ericsson\
  5. Delete the .erlang.cookie files from the following locations:
    • C:\.erlang.cookie
    • C:\Windows\.erlang.cookie
    • C:\Windows\System32\config\systemprofile\.erlang.cookie
    • C:\Users\<Username>\.erlang.cookie
    • C:\Windows\ServiceProfiles\LocalService\.erlang.cookie

This completes the manual uninstall of RabbitMQ.

Uninstalling Genetec Mission Control™

You can uninstall Genetec Mission Control™ from Windows Control Panel.

Procedure

  1. Go to Start > Control Panel > Add or Remove Programs.
  2. Select Genetec Mission Control™ Installer <version>.
    CAUTION:
    This will uninstall RabbitMQ also.

    If you want to uninstall only Genetec Mission Control™, select Genetec Mission Control™<version>

  3. Click Uninstall.
  4. Reboot the machine after uninstalling Genetec Mission Control™.

Resetting passwords for RabbitMQ user accounts

If you lose the password for the RabbitMQ account that was created during the Genetec Mission Control™ installation, you can change the password from the RabbitMQ command prompt.

Symptoms

The Incident Manager role in Config Tool is red.

Cause

Without valid RabbitMQ logon credentials, you cannot connect to the RabbitMQ service from Config Tool. Without establishing a connection, the Incident Manager role goes offline and turns red.

Solution

To reset the password for your RabbitMQ account:
  1. Open an elevated command prompt in Windows:
    1. In the Windows search box, type cmd.
    2. Press Ctrl+Shift+Enter.

      The User Account Control window opens and prompts you to run as administrator.

    3. Click Yes.
  2. Navigate to the RabbitMQ sbin folder.
    NOTE: It is usually found in C:\Program Files\RabbitMQ Server\rabbitmq_server-x.y.z\sbin.
  3. To see the current list of users in RabbitMQ, execute the following command:

    rabbitmqctl list_users

  4. Reset the password of your specific RabbitMQ account by executing the following command:

    rabbitmqctl change_password <user> <new password>

    NOTE: If an Erlang cookie authentication failure prevents the rabbitmqctl commands from being executed, you must synchronize the .erlang.cookie files on your machine. For more information, refer to the RabbitMQ installation instructions.
  5. Update the RabbitMQ logon credentials in Config Tool under Incident Manager > Properties.

Incident Manager role not connecting to RabbitMQ

If the Incident Manager role in Config Tool goes offline because it cannot connect to the RabbitMQ service, you can resolve the issue by checking a few pertinent settings such as firewall ports, user credentials, and so on.

Symptoms

The Incident Manager role in Config Tool is red, and when you click Maintenance > Diagnose, you receive the following error message: RabbitMQ connection failed - <server IP address> Will retry in x seconds

Cause

The server running the Incident Manager role cannot connect to the RabbitMQ service running on port 5671 (default port) using an SSL connection.

Solution

Try one or a combination of the following solutions:

  • In Windows, go to Control Panel > Services and ensure that the RabbitMQ service has successfully started on the server where it is installed.
  • From the Incident Manager role configuration tabs in Config Tool, ensure that you are using the correct Username and Password for the RabbitMQ connection. The Username and Password would have been created during the Genetec Mission Control™ installation.
  • Replace the RabbitMQ server name with the IP address of the server, or ensure that the server name is clear. The following image shows an example of the RabbitMQ logon screen:
  • Ensure that the server running the Incident Manager role can access the server running RabbitMQ on port 5671.
    Tip: Open the command prompt and enter the following:

    telnet <server IP address> 5671

    If the servers are communicating properly, you will get a response.
  • Ensure that all firewall ports allow TCP connections both ways between the Genetec Mission Control™ server and RabbitMQ server, on port 5671.

Incident Manager tasks disappeared

All Genetec Mission Control™ tasks that were available in Security Desk and Config Tool, such as Incident monitoring and Incident configuration, have disappeared. This can occur when the Incidents (Mission Control) feature is disabled.

Cause

If Genetec Mission Control™ is properly licensed and correctly installed on the Directory server, any expansion server running the Incident Manager role, and all client machines, all related tasks will be visible in Security Desk and Config Tool by default. If the Incidents (Mission Control) feature is disabled, these tasks will be hidden until the feature is re-enabled.

Solution

  1. In Config Tool, open System > General settings > Features
  2. In the Features list, enable Incidents (Mission Control).
  3. Click Apply > Restart.
    NOTE: If any other Security Desk or Config Tool is connected to the system, it must also be restarted to see the changes.

System takes too long to trigger incidents

When the system takes too long to trigger incidents, you can resolve the issue by filtering out unnecessary events from the RabbitMQ event queue.

Symptoms

Incidents are not triggered in a timely manner in Genetec Mission Control™.

Cause

Depending on the configuration of the system and its connected entities, the directory role might be sending too many events to the Genetec Mission Control™ RabbitMQ server. This makes the event queue too large to process new events, thereby creating a delay in triggering incidents. You can find details on the number of events in queue and response rate of the RabbitMQ server at https://localhost:15671.

Solution

  1. Stop the Incident Manager role in Config Tool:
    • Go to System > Roles > Incident Manager.
    • Right-click Incident Manager.
    • Select Maintenance > Deactivate role.
  2. Log on to the RabbitMQ service from https://localhost:15671.
  3. Click the Queues tab and then click ExternalEventsQueue.
  4. Click Purge and then click Purge messages to clear the queue.
  5. Activate the Incident Manager role again:
    • Go to System > Roles > Incident Manager.
    • Right-click Incident Manager.
    • Select Maintenance > Activate role.
  6. Filter the events that you do not need in your Genetec Mission Control™ configuration:
    1. In Config Tool, go to System > Roles > Incident Manager.
    2. Click the Events tab.
    3. Deselect the events that you do not need.

    To learn more about event filtering, see Specifying allowed events for Genetec Mission Control™.