AccessXpert Controller in Unknown State

Issue

Controllers are unable to get Online after configuration and being added to the relative instance.

Product Line

AccessXpert

Environment

AxxcessXpert in Cloud or Premise Installations. Win 7, Win 8, Server 2012, Server 2014

SSC Controller

Cause

There are two reason why this could happen:

  1. The controller is not communicating with the Feenics Host Service.
  2. Outbound Ports are being blocked.

Resolution

To resolve the issues, please check the following:

  1. The controller is not communicating with the Feenics Host Service.
  • The panel may have lost power or network communication.
  • Dip switches may be set incorrectly (Refer to the Mercury Installation Manuals for operating modes)
  • Network Firewall may be blocking outbound communication over port 3001 (Give our Network Tester tool a try, find it within the downloads)
  • Configured DNS server may be unable to resolve at the correct IP.

      2.    The user is unable to see events through the Feenics Event Publishing Service.

  • Outbound port 4502 may be blocked. (Give our Network Tester tool a try, find it within the download section)
  • The client has lost internet connection.