Top 10 FAQ s & Troubleshooting Prerequisites

Transcription

1 Top 10 FAQ s & Troubleshooting Prerequisites 1) Why is the CardAccess 3000/SQL Server failing to install? Step 1: Verify you have Full Administrator permissions. If possible, enable the hidden elevated Administrator account and use that account. Step 2: If an IT Administrator says you have Full Administrator permissions, create a new Full Administrator account for testing and use that account. If you are unable to create a new Administrator account, this will verify you do not have Full Administrator Permissions. Step 3: If you are on a Domain, remove the computer from the domain and add it to a workgroup. There are many instances where a domain policy will restrict you from performing a SQL installation. Step 4: If you do not have a physical DVD, copy the FULLINSTALL folder to the desktop and run setup from there. 2) Why is the CardAccess 3000 Database utility displaying when I launch the CardAccess 3000? Step 1: Verify SQL server is installed and the databases were created. View the CardAccess3000>Database folder to see if the databases exist. Step 2: Verify the computer has Full Administrator permissions. If possible, turn on the hidden Administrators account to test with. Step 3: Verify the CardAccess 3000 Database utilities settings are correct. If not, reconfigure the settings and click Save.

2 3) Why is my CardAccess 3000 workstation not connecting to the CardAccess 3000 Host? Step 1: Using the CardAccess 3000 database utilities, verify the settings are displaying and are correct. On the workstation, verify the CICDataserver Host IP address points to the correct IP address of the CardAccess 3000 host computer. Verify the IP address of the host has not changed. Step 2: Log in with FULL Administrator log in. Verify if this solves the issue. Step 3: Verify the firewall is configured properly. It is recommended to open (allow) all ports. If this corrects the issue, this will verify the ports are being blocked by the firewall. Step 4: Using the SQL Server Configuration Manager utility, verify the protocols are enabled and the services are running. WinFirewall.pdf 4) While moving the CardAccess 3000 software to a new server, what steps are necessary to move the software license to a new computer? Step 1: Verify you have internet access to perform the actions needed. Step 2: If possible, try to obtain the original CardAccess.Lic file that was provided when you initially licensed the old computer. If the original file is not available, contact Continental Technical support for assistance. Step 3: On the old computer, you must revoke the software license using the CardAccess 3000 Client License Manager (note: The software license must have been registered on the old computer prior to revoking the license). Step 4: After the software is installed on the new computer, you must copy the original CardAccess.lic file to the desktop of the new computer. Step 5: On the new computer, you must IMPORT, ACTIVATE and REGISTER the software license. This is done by placing the original CardAccess.lic file on the desktop of the new computer and using the CardAccess Client License Manager to IMPORT, ACTIVATE and REGISTER the new license. V29LicenseFileProcRevE.pdf

3 5) Why is the Communication Driver displaying erroneous information? This includes all the panels displaying Not Responding when they actually are responding and events are coming in. Step 1: Verify no other users are remoting into the CardAccess host. This can be verified by using Task Manager in Windows. Some programs such as Remote Desktop will start a second instance of CardAccess 3000 when another user remotes in. If you definitely need to remote in, you should remote into a CardAccess 3000 workstation. Tech Note # 33 6) Why is the CardAccess 3000 Database utility displaying when I launch the CardAccess 3000? Step 1: Verify SQL server is installed and the databases were created. View the CardAccess3000>Database folder to see if the databases exist. Step 2: Verify the computer has Full Administrator permissions. If possible, turn on the hidden elevated Administrators account to test with. Step 3: Reconfigure the Database utilities settings and click Save.

4 7) How can I perform a simple backup on the CardAccess 3000 software? Step 1: It is not recommended to use the Backup utility in the CardAccess It is recommended to use the Microsoft SQL Server Management Studio to do a backup. Step 2: SQL Server Express has a backup utility that manually has to be executed. If you use the Full Version of Microsoft SQL Server, you can configure automated backups. Step 3: The SQL Server Management Studio can be found on the CardAccess 3000 DVD and is also an option on the CA3000 installation menu. On the main installation menu, you can select Additional Components>SQL Management Studio. Step 4: The SQL Server Management Studio can be installed directly from a folder on the DVD. CardAccess 3000 DVD Microsoft documentation on the Microsoft website 8) How can I determine the facility code in a prox card without sending the prox card into Continental Access for analysis? Step 1: Under the Administration>Badge Formats screen, you can edit the corresponding badge format to display the facility code in decimal. This can be done by swapping the bits for the Badge ID and Facility Code in the badge format (See example below). After you make the changes, you swipe the badge and the badge number that displays is the facility code in decimal. FROM: Badge ID = 17, 16 Facility Code = 1, 16 TO: Badge ID = 1, 16 Facility Code = 17, 16 FAQ s

5 9) How do I poll an Accelaterm (CICP2800) if I do not have a network connection? Step 1: If the Accelaterm does not have a network interface card, it can be polled by using the optional CICP2800RS485 (EIA485 Repeater board). Accelaterm (CICP2800) Installation and Service Manual 10) After installing EPI Badging 3000 on a 64 bit computer, I am unable to launch the badging 3000 software. Step 1: On a 64 bit computer, the EPI license files are located in the Program Files (x86) folder. The path of the license files must be modified in the CardAccess 3000 Database utilities. In the Database utilities, go to General Settings>Badging3000 Settings. Modify the paths for Program Files (x86). V29EPI64BITCONFIGREVB.PDF

6 Troubleshooting Prerequisites Note: Some or all of the following recommendations should be performed prior to performing an installation or troubleshooting a failed installation. Many of the following recommendations will fix the issues listed above in the FAQ s. 1) The name of the CardAccess 3000 host and workstation computers must be less than 15 Characters in length. This is a limitation in some versions of SQL. 2) It is recommended to make the CA3000 host and workstation computers part of a workgroup and not on a Domain. Domain policies can and will effect most installations. 3) Insure Local Admin rights. If possible, turn on the Hidden elevated Administrator account in windows thru the control panel or Computer manager. 4) Lower UAC settings to lowest setting. This can be done in Control Panel>User Accounts>User Account Control settings. 5) Configure the Windows firewall to open (allow) all ports. This can be done in Control Panel>Windows Firewall. 6) It is recommended to set the CardAccess3000 and Program Data folders to allow Users Full Control. 7) On Windows 8.1 and Server 2012 R2, you must turn on.net Framework 3.5 and the 4.5 features which includes the TCP/IP settings and the Named Pipes.