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See alsoAxxon PSIM FAQ.

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

Trouble: I cannot create the OnGuard object

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

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

1. Locate the psim.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 psim.sec file to the page.
5. Find the “ACFA PSIM - PSIM—object OnGuard System” string on the page.
6. If it is not found, or the number of objects less is smaller than you want to create in in ACFA PSIM, please contact the AxxonSoft sales manager to update the license key.

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Solution #2: Run ACFA PSIM installation and select OnGuard component in the Combined AC/FA systems group on at the Custom Setup stage of the installation process.

Trouble: The “OpenAccess session created successfully” and/or “Events bridge connection established” messages do not appear when I apply the connection settings

Probable cause: The connection between ACFA PSIM and the OnGuard integration module cannot be established.

Solution: Check the following:

1. Make sure you run exe with Windows Administrator rights.
2. Make sure your firewall does not prevent Axxon PSIM core or the integration module from accessing the network.
3. Make sure that all necessary ports are properly forwarded in your network (see “Ports used by the OnGuard integration module”module).
4. Try to re-enter credentials in case if there was a typo e.g. , for example, in your password. Do not forget to click the Apply button after the settings change.

Trouble: I cannot read configuration of the OnGuard server or only few of the panels are read

Probable cause #1: The connection between ACFA PSIM and the OnGuard integration module was not established.

Solution #1: Check the following:

1. Make sure there were BOTH “OpenAccess session created successfully” AND “Events bridge connection established” messages in the 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 the “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” OnGuard Panel objects are not added to the psim.sec license key or there are less objects in the license than in the OnGuard software integration module.

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

1. Locate the psim.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 psim.sec file to the page.
5. Find the «ACFA PSIM - PSIM—object OnGuard Panel» string on the page.
6. If it is not found, or the number of objects less is smaller than you want to create in in ACFA PSIM, please contact the AxxonSoft sales manager to update the license key.

Trouble:

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There is a red “X” icon next to the OnGuard object, the module is not working

Probable cause: There was a problem in the module operation.

Solution: Please run 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 the tech support. Make sure to select “ACFA PSIM: ACS/FA OnGuard” component in the creation form.
4. Attach the archive generated by the Support.exe tool to the created issue.  

Please refer here for For the details about the Support.exe tool, see here.