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Eptura Knowledge Center

OnGuard - Troubleshooting

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No visitors are entered into the system

  • Check the logs (C:\ProgramData\Proxyclick X\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 OnGuard Configuration - Networking section. The client needs to be able to access the server.
  • 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
    1. Confirm the access levels are set up correctly.
    2. Confirm the visitors badge type is set up correctly.
    3. Confirm the visitors have badges with the correct type.
    4. Check the records for the affected visitor in OnGuard:
    - Do they have a Badge?
    - Were they given an access level?
    - Is the access level configured to allow access where expected?
    - 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

Most likely the panel/reader setup has changed, confirm if any changes have occurred in this setup since it stopped working.