Home/Access/Integrations/AMAG/AMAG Symmetry Integration Guide
Table of Contents
1 Installation and Configuration
2 Operation Guide
3 Troubleshooting

3 Troubleshooting

Questions or comments about the documentation? Email us at safr-doc-feedback@realnetworks.com .

3.1 Connection Error when Connecting to AMAG Server

3.1.1 Connection Errors

There are a few reasons you may get connection errors. First check, the hostname and port of the SQL Server are accurate. Also ensure that the username and password are correct as sometimes this is misreported as a connection error.

  • Invalid TLS Certificate Errors
    • If you get the following error, see Configuring SSL above.
      • Connection Failed: Invalid TLS Certificate Errors
  • SQL Server is using “TCP Dynamic Ports” and not listening on port 1433 (default) or the port has changed from when initially configured. See SAFR Host Port in Setup External Identify Synchronization section above for more details.
  • SQL Server account is configured for Windows Authentication.
    • Windows Authentication is not supported. Only SQL Server Authentication is supported by SAFR. Using Windows Authentication results error: Connection Failed: Unreachable.

3.2 How to check record count

  1. Open SQL Server Management Studio, connect to your server
  2. Select “New Query with Current Connection” from File menu.
  3. Run the following 2 queries.

Regular Cardholders for both SE and HSE

SELECT COUNT(DISTINCT CH.CardID)
FROM [multiMAX].[dbo].[ViewCardHolderTable] As CH,
[multiMAX].[dbo].[ViewCardInfoTable] As CR
WHERE CH.CardID = CR.CardID
AND Inactive = 0
AND ForcedInactive = 0
AND IndividualForcedInactive = 0
AND Lost = 0

Visitor Cardholders

SELECT COUNT(DISTINCT V.CardID)
FROM [multiMAX].[Reporting].[Visitors] As V,
[multiMAX].[dbo].[ViewCardInfoTable] As CR
WHERE V.CardID = CR.CardID
AND Inactive = 0
AND ForcedInactive = 0
AND IndividualForcedInactive = 0
AND Lost = 0

The sum of Regular Cardholders and Visitor Cardholders queries should be the same as the number of records in SAFR. If differing consult SAFR Support and include count generated by following query as well.

Regular Cardholders joined with Export Table (Only for AMAG Symmetry SE)

SELECT COUNT(DISTINCT CH.CardID)
FROM [multiMAX].[dbo].[ViewCardHolderTable] As CH,
[multiMAX].[dbo].[ViewCardInfoTable] As CR,
[multiMAXExport].[dbo].[DataExportTable] AS EX
WHERE CH.CardID = CR.CardID
AND EX.CardNumber = CR.CardNumber
AND Inactive = 0
AND ForcedInactive = 0
AND IndividualForcedInactive = 0
AND CR.Lost = 0

3.3 Debug Logging

SAFR Logs external sync activities for debugging purposes. This section describes location of and how to control the output to the external synchronization log file.

External Synchronization log file is in the following locations:

Windows: C:\Program Files\RealNetworks\SAFR\covi\logs\ext-sync.log
Linux: /opt/RealNetworks/SAFR/covi/logs/ext-sync.log

You will also find archived versions (compressed and prefixed with date) in the logs directory. These may be needed if requested by support.

The following line controls logging level for external synchronization. By default the logging level is 'WARN' as shown below.

<logger name="com.real.rpcloud.covi.sync.external" level="WARN" additivity="false">

If asked by support, the level can be changed to DEBUG or TRACE by changing level as shown below:

<logger name="com.real.rpcloud.covi.sync.external" level="DEBUG" additivity="false">

3.4 Check Card Format Issues

If AMAG does not appear to be receiving credentials when SCAN shows access granted message, try the following.

Make sure that SAFR SCAN I sending credentials by enabling debug logging.

  1. Open SAFR SCAN Web Console
  2. Add “&debug=1” to the URL as in:
  3. Click on the “Logs” tab at top of pageA screenshot of a computer

Description automatically generated
  4. Perform a transaction (present face or card)
  5. Click Refresh button and view latest log output.

Example of a successful Card and Face Authentication:

2024-Sep-09 22:08:00.026511: INFO/accessCredential(547633302800): processPcscCardread(): cardFormatData.format=Wiegand-26, cardFormatData.layout=, cardFormatData.parity=, cardFormatData.byteOrder=normal
ATR[20]:3b 8f 80 01 80 4f 0c a0 00 00 03 06 40 00 00 00 00 00 00 28
UID[4]:0f 93 44 80
PACS[4]:0f 93 44 80
PACS padding_bits: 6
2024-Sep-09 22:08:00.026859: INFO/accessCredential(547633302800): processPcscCardread(): Received Wiegand-26: FacilityCode=31, CardID=9865,
2024-Sep-09 22:08:00.694637: INFO/accessCredential(547633302800): receive_gpio_ttl_aux1_in: messageValue=0
2024-Sep-09 22:08:00.708613: INFO/accessCredential(547633302800): Use credentialData.accessCardRawBytes for cardDataOut.
CardDataOut[4]:0f 93 44 80
Padding_bits: 6
2024-Sep-09 22:08:00.708926: INFO/accessCredential(547633302800): sendCardDataOut(): Sending out 26 bits of Wiegand-26 card data to wiegand-out...OK
2024-Sep-09 22:08:01.238326: INFO/accessCredential(547633302800): receive_gpio_ttl_aux1_in: messageValue=1
2024-Sep-09 22:08:10.065342: INFO/accessControl(547623298704): Access Denied: Control panel feedback or control panel timeout

The log shows a card read, the card number and raw data sent over the Wiegand wiring and the panel feedback received via the LED wires. The message “Sending out 26 bits of Wiegand-26 card data to wiegand-out...OK” indicates that SCAN successfully sent data to the panel and panel should have received it.

If SAFR is sending data, but panel is still not acknowledging a card read, the card format may be not what the panel is expecting. To see if any data is received on the panel, open the following dialog and resubmit the request to.

A screenshot of a computer

Description automatically generated

Where:

  • Lines with CV is a grant access (e.g. p=0CXaaaaasss000)
  • Lines with CX is a denied (e.g. p=0CXaaaaasss000)

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