[KBA-00892] How to Troubleshoot HID Units that Cannot Be Added or Removed - Security Center | HID

series
Security Center | HID
revised_modified
2015-05-13

[KBA-00892] How to Troubleshoot HID Units that Cannot Be Added or Removed

This article explains how to troubleshoot not being able to add or remove HID VertX units in Security Center.

Applies to: Security Center 5.2

Summary

There are several reasons why you might not be able to add or remove an HID VertX unit in Security Center. For example, it could be network issues or configuration issues.

Follow the troubleshooting steps below to help pinpoint the problem.

Troubleshooting cannot add a unit

If you cannot add a unit, check the following:
  1. Make sure the server can ping the unit, as follows:
    1. Open a command prompt (click Start, then Run, then type cmd).
    2. Type ping <unit's IP>.
      If you do not get a reply, the unit is offline or there is a network issue preventing the Access Manager role from communicating with the unit. Check the following:
      • Is the unit on the same LAN as the Genetec™ Server and Config Tool application?
      • Does the computer running the Config Tool have a firewall? Ports 4070 and 4050 must be unblocked.
      • Use the VertX Discovery GUI tool to configure the unit’s network settings. Set the unit’s address as a static IP.
  2. If you are able to ping the unit, try accessing the unit's web interface from the Security Center server by typing the unit's IP in the address bar of a browser window.
    If you are unable to access the unit's interface, try rebooting the unit, as follows:
    1. Open a command prompt (Click Start, then Run, then type cmd).
    2. Type telnet <unit's IP>.
    3. Log in using the root credentials. The default credentials are user: root, password: pass.
    4. Type reboot.
  3. If you are able to access the unit's interface, refer to [KBA-00235] How to configure a VertX unit before to enrollment, before adding the unit.
  4. Verify that the unit's firmware is up to date.

    Access the unit's web interface and click the System Status link at the top of the web page. The installed firmware is listed by the version number. For information about upgrading HID unit firmware, refer to [KBA-01134] HID firmware upgrade procedure for EVO units.

  5. Verify how many V200 and V300 modules are attached to your V1000. The recommended maximum number of modules configured on a V1000 is 20; 10 modules per serial bus (RS-485 Port1 and Port2 are the same serial bus 1, RS-485 Port3 and Port4 are the same serial bus 2).
  6. Verify that the VertX extension is configured in the Extensions tab of the Access Manager role in Config Tool.
  7. Verify that the network card binding is properly set for the Access Manager role, as follows:
    1. In Config Tool, open the System task.
    2. Select the Access Manager role, and click the Resources tab.
    3. From the Servers section, select the server running the Access Manager role, and click the Advanced button.
    4. Select the appropriate network card.
  8. Restart the Access Manager role, as follows:
    1. In the Access control task, select the Access Manager, and click Maintenance > Deactivate role.
    2. In the confirmation dialog box that opens, click Continue.

      The Access Manager role and all the access control units controlled by the role turn red.

    3. Right-click the Access Manager role, and click Maintenance > Activate role.
  9. Verify that no other software is blocking ports 4050 and 4070, as follows:
    1. Stop the Access Manager role.
    2. Open a command prompt (Click Start, then Run, then type cmd).
    3. Type netstat –na.
    4. Verify that no connections are listening or have established a connection on ports 4050 and 4070.
  10. Is the unit behind a NAT? If your network environment is set up so that the Access Manager connects to the VertX through a firewall that does network address translation (NAT), meaning that the Access Manager is on the LAN side and the VertX is on the WAN side, you must specify additional connection parameters when creating the VertX unit in Security Center.

    This parameter is the translated host IP address, which is the WAN-side IP address of the router. In Security Center, this setting is available when clicking the More button in the Add Access Control Unit enrollment page.

  11. Verify that no other Access Manager role is managing the VertX, as follows:
    1. Stop the Access Manager role.
    2. In a Windows command prompt, type telnet.
    3. Log in using the root credential. The default credentials are user: root, password: pass
    4. Type netstat –na
    5. Verify that there are no established connections on port 4050.
  12. Is Security Center installed with a Windows Cluster? VertX units do not support cluster installations.

Troubleshooting cannot delete a unit

If you cannot delete a unit, check the following:
  1. Deactivate the Access Manager role, as follows:
    1. In the Access control task, select the Access Manager, and click Maintenance > Deactivate role.
    2. In the confirmation dialog box that opens, click Continue.

      The Access Manager role and all the access control units controlled by the role turn red.

  2. Delete the unit.
  3. Right-click the Access Manager role, and click Maintenance > Activate role.