Plugin installed but missing from Security Desk and Config Tool - Otis Compass 3.2

Otis Compass Destination Dispatch Plugin Guide 3.2

series
Otis Compass 3.2
revised_modified
2020-11-12

If the plugin-specific role Properties page, reports, events and alerts are missing, then the plugin is not installed on your local machine. The plugin must be installed on a Genetecâ„¢ Server (main or expansion) and on ALL client workstations that are used to monitor incidents.

To help you troubleshoot this issue, refer to the possible causes and their respective solutions below.

Possible symptoms:

  • In Config Tool, you see the plugin in the Plugins task, and you can add a new plugin role, but the role is missing the Properties tab.
  • In Security Desk, you do not see the reports for this plugin.
  • In Security Desk, you are not receiving events or alerts for this plugin.
  • In Security Desk, the plugin does not appear on the Options page.

Cause

The plugin is not installed on the local computer, the license (certificate) is invalid, or you are missing required user privileges.

Solutions

Solution 1: Install the plugin on your local computer.

Solution 2: Make sure that a Genetecâ„¢ Server has the plugin installed, the role created, and is configured correctly.

Solution 3: Confirm that the plugin is installed on your Security Center computer: from the home page in Security Desk or Config Tool, click About > Installed components and look in the list for entries that begin with Genetec.Plugins.

Solution 4: Confirm that your system has a license certificate for the plugin: from the home page in Security Desk or Config Tool, click About > Certificates, look in the list for the name of the plugin, and make sure that your access permissions are set to Unlimited.