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C•CURE 9000 - Troubleshooting

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No visitors are entered into the system

  1. 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 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

  1. Confirm the clearances are set up correctly.
  2. Confirm the visitors CHUID and card types are set up correctly
  3. Confirm that settings allow multiple credentials per person. - Proxyclick will create one credential per meeting
  4. Check the records for the affected visitor in the C-Cure:
  • Do they have a credential?
  • Were they given a clearance?
  • Is the clearance 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

  1. Most likely the panel/reader setup has changed, confirm if any changes have occurred in this setup since it stopped working
  2. It’s possible that the CCure API is failing to send the correct door data to us - we use this to automate check-in/out events. A restart of the CCure and Victor Web services may resolve.