Troubleshooting Security Center Federation™
If you are experiencing problems with Security Center Federation™, learn about the symptoms, potential causes, and solutions to help you troubleshoot the issue.
Here are the common symptoms you might experience when you have an issue with Security Center Federation™. To help you solve the issue, click the symptom that you are experiencing.
Things to consider
- Is the Security Center Federation™ role configured correctly?
- Are you federating many systems? You might need to assign role groups to Security Center Federation™ roles.
- Is your issue related to a current known issue in Security Center?
- Is your issue related to a known system limitation in Security Center?
Security Center Federation™ role is offline
If the Security Center Federation™ role is offline (icon is red), it is likely a connection issue. To troubleshoot the issue, learn about the possible causes and their respective solutions.
|Server is offline||If the Security Center Federation™ role is hosted on an expansion server, the server might be offline. To check the status of the server, open Config Tool, and then click .||In Windows Services, ensure that the Genetec™ Server service is running on that server. If the service is running, make sure that the expansion server has connected successfully to the Directory. If the server fails to start, troubleshoot the server issue.|
|Connection failed to federated system||If the Security Center Federation™ role shows a Connection failed error message, there is a communication issue between the Federation™ host and the federated system. The ports for Security Center Federation™ might be closed or in use by other applications.||Do the following:
|Invalid credentials for Federation™ user||If the Security Center Federation™ role shows an Invalid credentials error message, the wrong password was entered for the user that connects to the federated system.||In Security Desk, try to connect to the Directory of the federated system using
the Federation™ user account.
If you cannot connect, verify with the administrator of the federated system that you have the correct password for the user specified on the Properties tab of the Security Center Federation™ role. Try entering the password in Config Tool again.
|Duplicate federated entities||If you are federating more than one system and the same entity exists on both
remote systems, you receive an error message in the Event Viewer logs due to a
duplicate federated entity.
Example: Cardholder Ray exists on System A and System B. System C is already federating System A. If you start federating System B on System C, the Security Center Federation™ role goes offline when trying to synchronize cardholder Ray.
No live video from federated entities
If you are unable to view live video from federated entities, there is an issue with the network connection between the two systems.
- On both systems, make sure the following ports are open on the public address of the
server and are redirected for firewall and NAT purposes:
- Connection to remote Security Center Directory: TCP 5500a
- Communication with Media Router: TCP 554
- Live and playback video stream requests: TCP 560 and TCP 960b
a Use TCP 4502 for systems upgraded from Security Center 5.3 or earlier.
b Use TCP 5004 for systems upgraded from Security Center 5.6 or 5.7.
- Based on where the Security Desk workstation you are logging on from is located, make
sure your network is set up correctly:
- Scenario 1: Security Desk on Federation™ host network with access to federated system
- Scenario 2: Security Desk on Federation™ host network without access to federated system
- Scenario 3: Security Desk on Federation™ host network and systems using public IP addresses and NAT
- Scenario 4: Security Desk on network of federated system
- Scenario 5: Security Desk outside the corporate network
Federated entities are missing
If entities from a federated system do not show up on the Federation™ host system, there is an issue with the configuration of Security Center Federation™. To troubleshoot the issue, learn about the possible causes and their respective solutions.
|Incorrect Federation™ user||The wrong user was used to connect to the federated system from the Security Center Federation™ role.||In Security Desk, connect to the federated system using the correct Federation™ user account.|
|Incorrect partitions or privileges for Federation™ user||The user that was used to connect to the federated system lacks the correct privileges or is not a member of the correct partitions on the federated system to view the entities you are looking for.||Verify the following:
|Incorrect events selected for Federation™||The wrong event types were selected when the Security Center Federation™ role was configured.||From the Properties tab of the Security Center Federation™ role, verify which event types are selected in the Federated events section. If necessary, select additional event types and click Apply.|
|Different secure communication settings||The Secure communication option for the Media Router role to authenticate video requests is configured differently on the two systems. Secure communication cannot be turned on for the federated system if it is turned off for the Federation™ host.||In the Properties tab of the Media Router role in Config
Tool, make sure the Secure communication option does not
have this configuration: