OnGuard Integration Module troubleshooting

See also Axxon Intellect Enterprise 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 intellect.sec license key

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

1. Locate the intellect.sec license file. It is stored in the Intellect installation directory, usually C:\Program Files (x86)\Intellect\
2. Go to https://sale.axxonsoft.com/
3. Select Systems – Decoding.
4. Drag-and-drop the intellect.sec file to the page.
5. Find the “Intellect ACFA - 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 Intellect, please contact AxxonSoft sales manager to update the license key.

Probable cause #2: The OnGuard module was not selected when installing ACFA Intellect.

Solution #2: Run ACFA Intellect installation and select OnGuard component in the Combined AC/FA systems group on 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 Intellect and OnGuard 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 Intellect 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 OnGuard integration module”).
4. Try to re-enter credentials in case if there was a typo e.g. in your password. Do not forget to click Apply 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 Intellect and OnGuard 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 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 intellect.sec license key or there are less objects in the license than in OnGuard software.

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

1. Locate the intellect.sec license file. It is stored in the Intellect installation directory, usually C:\Program Files (x86)\Intellect\
2. Go to https://sale.axxonsoft.com/
3. Select Systems – Decoding.
4. Drag-and-drop the intellect.sec file to the page.
5. Find the «Intellect ACFA - 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 Intellect, please contact AxxonSoft sales manager to update the license key.

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

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

Solution: Please run Start -> Intellect -> 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: 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.