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Troubleshooting

This guide helps resolve common issues with the eConnect Genetec integration. Follow the solutions below or contact support for additional assistance.

🔧 Common Installation Issues​

WebView2 Runtime Missing​

Problem: Installation fails or eConnect tools don't load properly.

Solution:

  1. Download and install Microsoft Edge WebView2 Runtime
  2. Download WebView2
  3. Restart Genetec Security Center after installation

Insufficient Permissions​

Problem: Installation fails with permission errors.

Solution:

  1. Right-click the MSI installer
  2. Select "Run as administrator"
  3. Ensure you have local administrator rights on the workstation

🔑 Licensing Issues​

Genetec Certificate Not Showing​

Problem: eConnect features are not available due to missing SDK licenses.

Solution:

  1. Login to Genetec GTAP
    • Download the latest License Key
  2. Load ConfigTool
    • Navigate to: Setup → Roles → Directory Manager → Modify License for All Servers → Manual Activation
    • Follow the prompts to activate the license manually
  3. Verify License: Ensure you have GSC-1SDK-ECONNECT-PLATFORM licenses (recommended 2 per workstation)

License Pool Exhaustion​

Problem: "No available licenses" error when accessing eConnect features.

Solution:

  1. Check Active Users: Review who is currently using eConnect licenses
  2. Release Unused Licenses: Close eConnect tools on inactive workstations
  3. Increase License Count: Contact Genetec partner to add more SDK licenses

🌐 Connection Problems​

Cannot Connect to eConnect Server​

Problem: Integration shows connection errors or fails to log in.

Solution:

  1. Check Network Connectivity:
    • Verify workstation can reach eConnect server on TCP Port 443
    • Test with: telnet [server-ip] 443 or ping [server-ip]
  2. Verify Server Configuration:
    • Confirm correct IP address/DNS name in Integration Setup
    • Check server is running and accessible
  3. Firewall Check:
    • Ensure Windows Firewall allows outbound connections on port 443
    • Check corporate firewall settings

Integration Not Loading​

Problem: eConnect integration doesn't appear in Genetec Security Center.

Solution:

  1. Restart Genetec Services:
    • Stop all Genetec services
    • Start services in proper order
  2. Check Installation:
    • Verify MSI installation completed successfully
    • Look for installation logs in Windows Event Viewer
  3. Reinstall if Necessary:
    • Uninstall current version
    • Download fresh MSI file
    • Install with administrator privileges

👤 Authentication Issues​

Login Failures​

Problem: Cannot log into eConnect from Genetec interface.

Solution:

  1. Verify Credentials: Confirm username/password are correct for eConnect
  2. Check Server Connection: Ensure eConnect server is reachable
  3. Clear Saved Credentials: Remove saved credentials and re-enter them
  4. User Account: Verify eConnect user account is active and has proper permissions

Auto-Login Not Working​

Problem: Users must log in every time instead of automatic authentication.

Solution:

  1. Save Credentials: Ensure "Save credentials" option is checked during login
  2. User Profile: Verify user has permission to save credentials locally
  3. Windows Profile: Check if Windows user profile has write permissions

🔍 Facial Recognition Issues​

Face Search Not Working​

Problem: Facial recognition searches return no results or fail to execute.

Solution:

  1. Check Module Status: Verify Facial Recognition module is enabled in eConnect setup
  2. Permissions: Confirm user has facial recognition permissions
  3. Data Quality: Ensure uploaded images are clear and well-lit
  4. Network: Verify connection to eConnect server is stable

Face Enrollment Failures​

Problem: Cannot add new faces to the database.

Solution:

  1. Image Requirements:
    • Use high-quality, clear images
    • Ensure face is clearly visible and well-lit
    • Avoid blurry or low-resolution images
  2. Permissions: Verify user has enrollment permissions
  3. Storage: Check if eConnect server has sufficient storage space

📊 Data Display Issues​

Data Overlay Not Showing​

Problem: Real-time data overlays don't appear on video feeds.

Solution:

  1. Camera Association: Verify cameras are properly associated with eConnect data streams
  2. Data Stream: Confirm data streams are active and receiving data
  3. Permissions: Check user has permission to view overlay data
  4. Configuration: Review data association settings in Admin configuration

Live Alerts Not Working​

Problem: Real-time alerts are not displaying or triggering.

Solution:

  1. Alert Configuration: Verify alert rules are properly configured
  2. Data Stream: Ensure relevant data streams are active
  3. Permissions: Confirm user has alert viewing permissions
  4. System Resources: Check if system has sufficient resources for real-time processing

🖥️ Performance Issues​

Slow Response Times​

Problem: eConnect interface responds slowly within Genetec.

Solution:

  1. System Resources:
    • Check available RAM (minimum 16GB recommended)
    • Monitor CPU usage during operations
  2. Network: Verify stable network connection to eConnect server
  3. Data Volume: Consider data query limits for large datasets
  4. Browser Cache: Clear WebView2 cache if applicable

Memory Usage​

Problem: High memory consumption affecting system performance.

Solution:

  1. Close Unused Tools: Exit eConnect tools when not in use
  2. Restart Application: Periodically restart Genetec Security Center
  3. System Upgrade: Consider additional RAM if regularly exceeding capacity

📞 Getting Additional Help​

Collect Diagnostic Information​

Before contacting support, gather:

  • 📋 System Information: Windows version, RAM, Genetec version
  • 📝 Error Messages: Screenshots or exact text of error messages
  • 🔍 Steps to Reproduce: Detailed steps that cause the issue
  • 📊 Log Files: Windows Event Viewer logs related to the issue

Contact Support​

  • 📧 Email: support@econnect.tv
  • 📞 Include Information:
    • Genetec version
    • eConnect integration version
    • Detailed problem description
    • Any error messages

Additional Resources​

Last updated on by Travis Whidden