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AMAG Symmetry - Troubleshooting

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No visitors are entered into the system

  1. Check the logs (C:\ProgramData\Proxyclick AMAG\logs). The logs will clearly indicate issues with server connections (Logs with source context Halibut). If this keeps occurring it can be helpful to diagnose the network conditions as specified in the Networking section of the Setup. The client needs to be able to access the server.
  2. Create a visitor due now to ensure it’s not an issue with visitors expected a long time in the future. - Proxyclick filters visitors to ensure only visits for the near future are entered into the access control system

The visitors are entered in the system but the access doesn’t work as expected

Check the records for the affected visitor in AMAG:

  • Do they have a card number?
  • Were they given an access code?
  • Is the access code configured to allow access where expected and at the time they tried to gain access?
  • What event was generated when they presented their QR (access granted, access denied, no event, etc.)?

The system works but no check-ins or check-outs are occurring

  1. Most likely the controller/reader setup has changed, confirm if any changes have occurred in this setup since it stopped working
  2. If this has never worked, check the AMAG Symmetry Configuration steps.

There is a delay between adding/updating a user and them being able to gain access

See the note below to improve this.