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See alsoAxxon Intellect Enterprise PSIM FAQ.

In case of any issue please do not hesitate to contact AxxonSoft support team at https://support.axxonsoft.com/.

Trouble: I cannot create the OnGuard object

Probable cause #1: The object is not added to the Axxon PSIMpsim.sec license key.

Solution #1: Check if the “Axxon “ACFA PSIM ACFA  - object OnGuard System” module(s) added to the Axxon Axxon PSIM Enterprise license key:

  1. Locate the Axxon PSIMpsim.sec license file. It is stored in the Axxon PSIM installation directory, usually C:\Program Files (x86)\Axxon PSIM\
  2. Go to https://sale.axxonsoft.com/
  3. Select Systems – Decoding.
  4. Drag-and-drop the Axxon PSIMpsim.sec file to the page.
  5. Find the “Axxon PSIM ACFA “ACFA PSIM - object OnGuard System” string on the page.
  6. If it is not found, or the number of objects less than you want to create in ACFA PSIM, please contact AxxonSoft sales manager to update the license key.

...

  1. Make sure there were BOTH “OpenAccess session created successfully” AND “Events bridge connection established” messages in the Event Viewer after the last connection settings were applied. If one or both of them are missing, see section “The “OpenAccess session created successfully” and/or “Events bridge connection established” messages do not appear when I apply the connection settings”.
  2. Check the Event Viewer for “Connection failed” and/or “Events bridge connection closed” messages. If they have appeared, try to re-apply connection settings and make sure the “OpenAccess session created successfully” and/or “Events bridge connection established” appear after that.

Probable cause #2: The “OnGuard Panel” objects are not added to the Axxon PSIMpsim.sec license key or there are less objects in the license than in OnGuard software.

Solution #2: Check if the «Axxon «ACFA PSIM ACFA - object OnGuard Panel» module(s) added to the Axxon Axxon PSIM Enterprise license key:

  1. Locate the Axxon PSIMpsim.sec license file. It is stored in the Axxon PSIM installation directory, usually C:\Program Files (x86)\Axxon PSIM\.
  2. Go to https://sale.axxonsoft.com/.
  3. Select Systems – Decoding.
  4. Drag-and-drop the Axxon PSIMpsim.sec file to the page.
  5. Find the «Axxon PSIM ACFA «ACFA PSIM - object OnGuard Panel» string on the page.
  6. If it is not found, or the number of objects less than you want to create in ACFA PSIM, please contact AxxonSoft sales manager to update the license key.

...

Solution: Please run Start -> Axxon PSIM -> System’s information gathering utility to collect system information, then:

  1. Go to the AxxonSoft tech support server:  https://support.axxonsoft.com/.
  2. Register a new account on the tech support server or sign in to the registered account.
  3. Create an issue for tech support. Make sure to select “ACFA PSIM: ACS/FA OnGuard” component in the creation form.
  4. Attach the archive generated by Support.exe tool to the created issue.  

Please refer here for the details about Support.exe tool.