If you cannot discover or enroll an HID access control unit, there are some common
troubleshooting steps you can use to try and resolve the issues.
To troubleshoot why an HID unit cannot be discovered or enrolled:
-
Make sure that the computers Config
Tool and Access Manager are running on
are behind a firewall.
For legacy units and EVO units running firmware earlier than version 3.7, you must
unblock ports 4050 TCP and 4070 UDP. Use port 4433 for EVO units running in secure
mode with firmware 3.7 and later.
-
Make sure that all Synergis™-specific ports are
opened and unblocked.
-
Make sure the HID VertX
extension has been added to the Access Manager in Config
Tool.
-
Validate that the HID VertX extension is properly loaded in the Access Manager, as
follows:
-
To open a console session to the Access Manager, open a web browser, and go
to the URL
http://(server name or IP)/Genetec/console.
NOTE: If you cannot connect to the console ensure that console
access is enabled in the
Server
Admin
, under the Genetec™
Server
tab.
-
Click the Commands tab at the top of the page.
-
Under the column User Commands on the left, expand
Access Manager and click Status.
-
A status query is sent to the Access Manager and the response contains the
extensions that are loaded.
-
Ensure that the following line is shown in the status results: HID
VertX:4070 = X units.
-
Check if the unit has a static IP address.
-
If the unit’s IP address is static, you must set the DNS, or the unit might have issues
enrolling or connecting.
-
To access the HID Configuration GUI, enter the unit’s IP address in a web
browser.
-
In the HID Configuration GUI, set the primary and secondary DNS to the appropriate
values.
If you do not know your network’s DNS, set the unit’s own IP address as the
primary and secondary DNS server.
-
Make sure there are no other applications blocking the ports needed by the HID
units:
-
Stop the Access Manager.
-
In Windows, click , and type cmd to open the Command Prompt,
and then run netstat -na.
