SiPass Troubleshooting

Message

Situation

Do the following...

Discovery failed.

Data discovery fails due to an inconsistent validation profile settings in the access control nodes.

• Discovery fails if:
  - A discovery is running at the same time on another SiPass server of the same project.
  - A project backup is in progress.
  In such cases, try again later.
• If validation is used, make sure to set the highest required validation profile to the SiPass server nodes (a higher setting in the children nodes results in a discovery failure).

Source Event

Situation

Do the following...

SiPass configuration modified (no change detection in Desigo CC).

The configurations of Desigo CC and SiPass do not match.

• Run Discovery.

You notice some missing events for specific access control objects.

The configurations of Desigo CC and SiPass do not match.

• Run Discovery.

SiPass server disconnected (login failed).

Desigo CC does not communicate properly with the SiPass server.

• Check the SiPass server connection: try to ping the SiPass server computer (using the host computer name) from the Desigo CC computer (Server or FEP) where the SiPass driver runs. If the ping fails, you need to fix the IT network connectivity.
• Check that the SiPass system has the necessary licenses, required to connect Desigo CC to the SiPass server. See SiPass License Requirements.
• In Windows Services, check that the SiPass Integrated Management Station API service is running. If not, start the service.
• In Windows mmc, check that the SiPass Root CA certificate and the associated host certificate have been created on the SiPass server computer. If not, run the SiPass.certificatePicker tool.
• Check the firewall configuration and exceptions (API port, by default 8744).
• If SiPass is connected over a FEP station, make sure to export the Desigo CC Security Key from the server station and import it into the FEP station via SMC.

SiPass server disconnected (User already logged-in).

The configuration includes 2 SiPass servers on the same driver. Upon a driver restart, both servers may not reconnect properly.

• On both SiPass servers, in Windows Services, perform a Restart Service for the SiPass Integrated Management Station API service.

SiPass service does not release client licenses

If the Web UI API service is restarted, the SiPass service keeps the client licenses/sessions

• Restart the SiPass server and the SiPass Management Station API service in order to release the client licenses in SiPass.

Message

Situation

Do the following...

SiPass points

Cannot enable SiPass inputs that are in Operation Mode=Normal and Status=Disabled.

The input was disabled in the SiPass configuration.
After that, and before a new discovery, the Operation Mode property of the input point fails to report this disable condition. Instead, the Status property shows a Disabled condition that you may expect to modify with the Enable command. The command does not work because of the configuration-based disabled condition.

• Run a new discovery to refresh the SiPass configuration.
  With the default SiPass Import Rules setting, the permanently disabled input will be removed.
  If the SiPass Import Rules are set to include the disabled inputs, then the Operation Mode property correctly indicates the disabled mode. In such a case, both Operation Mode and Status will show Disabled.

Status of a SiPass point is incorrectly reported in Desigo CC . For example, status is Communication lost even when the panel is communicating, or status is always reported as Unknown.

Inconsistent statuses result when the Alarm Class Definition (configured in SiPass Integrated) for the point has one or more statuses with Alarm / Restore value set to Ignore. Specifically:

• If the Alarm / Restore value of a status is set to Ignore, that status will be incorrectly reported as one of the other statuses.
• If the Alarm / Restore value of all the statuses is set to Ignore, the statuses will always be reported as Unknown.

• In the SiPass Integrated configuration, do not use Alarm Class Definitions in which the Alarm / Restore value of statuses is set to Ignore.

Status of a SiPass server or of some SiPass points becomes incorrect in Desigo CC and/or some commands become unavailable.

This can happen when two large SiPass servers are configured under the same network, and so use the same driver:

• Initially the SiPass servers are connected and discovered normally, and all the objects show the correct statuses and commands.
• However, if the driver is then stopped and started, or if the project is restarted, some of the objects show incorrect statuses and/or commands

.

• This is a known issue. Make sure you configure each SiPass server under a separate network, so they do not use the same driver.

On an Antipassback Area, additional statuses overwrite general statuses and vice versa

If an Antipassback Area is configured to show additional statuses such as "4 eyes alarm" or "workgroup limits", these may overwrite its general status (empty, full, exceed..) and vice versa, because all statuses are shown in the same global status property.

For example, in an area configured to show "4 eyes access alarm" status when it is either empty, or when only one person is present:

• As soon as the first person enters, the "4 eyes access alarm" status will be overwritten by the new "area not empty" status.
• When the area becomes empty, the "area empty" status will overwrite the "four eyes access alarm" status.

• This is a known issue. Only the last-occurring status can be shown, even if there are multiple ones that apply.

The badge reader event Disabled by Pin Error is not reported in Desigo CC

If a card configured as Pin Error Disabled is used on a reader, no event is reported in Desigo CC and the reader status is reported as unknown.

• This is a known issue.

External points out of alphabetical order in the groups.

External points are ordered alphabetically in the groups based on the description received from the SiPass server.

• If a point description is changed in the Desigo CC object configurator with Override protection set, upon discovery the point’s position in the groups is not adjusted to reflect this description. It will still be ordered based on the description assigned in SiPass.
• If the description is changed from object configurator with Override protection cleared, upon discovery the description will anyhow be overwritten by the one configured in SiPass.

• Change the point description from the SiPass Integrated server, not from Desigo CC .

Access control step in operating procedure

Access control step of an operating procedure does not display on a Desigo CC client station

When the access control step executes, an error message displays instead of the expected cardholder information from the SiPass website.

• Make sure the Desigo CC client is on a separate computer from where the SiPass server is installed. The access control step does not work if the two are on the same computer.
• Check that the certificates are properly configured on the Desigo CC station. This is required to be able to display cardholder information / lists during the access control step:
  - Configure Certificates for Accessing the SiPass Website
• Check the SiPass licenses: one ‘web client license’ is required for each Desigo CC station that will execute operating procedures with access control step.

Details about the selected cardholder are not shown

From the list of all cardholders in the access control step, clicking a cardholder does not display the expected information.

The same behavior occurs if the all cardholders list of the SiPass website is viewed directly in a browser.

• The first time, double-click the cardholder to view the details. Subsequent selections only require a single click.

Cardholder information is slow to load in the access control step

The cardholder information is slow to load in the following cases:

- The first time you open the details of a single cardholder.

- The first time you open the list of all cardholders.

- When you switch from a single cardholder to the all-cardholders list and vice versa.

• This is a known issue. Wait for the page to load.

Problem

Situation

Do the following...

Need to change the SiPass API port.

You need to change the SiPass API port to meet specific network requirements. To do that, you need to modify both Desigo CC and SiPass settings.

In Desigo CC:

• Modify the Access API Port setting as described in Connecting the SiPass Server.

In SiPass:

1. Browse to the folder: <Installation folder>\SiPass Integrated\ Management Station API\SiPass Integrated Management Station API\
2. Open the text file:
   Siemens.SiPAss.Host.Monitoring.exe.config
3. Locate the lines:
   <add key="ApiHostUri" value="https://Client05:8744/" />
   <add key="SipassSignalRUri" value="https://Client05:8744/Notifier/hubs" />
4. In both lines, replace the port number (8744 in the example)
5. In Windows services, restart the SiPass Integrated Management Station API service