Troubleshooting for the C•CURE Portal

Users cannot access the Web Portal

CrossFire Services not running

Use Start>All Programs>Tyco>Server Configuration to make sure the CrossFire Services are running.

victor Web Service not licensed

Use Start>All Programs>Tyco>Licensing C•CURE 9000 tab to make sure that victor Web Service is listed as licensed.

C•CURE Portal not licensed

Use Start>All Programs>Tyco>Licensing C•CURE 9000 tab to make sure that Visitor Management is listed as licensed.

victor Web Service is not installed

Navigate to the folder where C•CURE 9000 is installed (typically C:\Program Files (x86)\Tyco and verify that the victorWebServices folder exists.

Open Control Panel Programs and Features and verify that victorWebService is listed and has the same version number as the victor Application Server.

C•CURE Portal is not installed

Navigate to the folder where C•CURE 9000 is installed (typically C:\Program Files (x86)\Tyco and verify that the victorWebServices folder exists.

Open Control Panel Programs and Features and verify that C•CURE Portal is listed and has the same version number as the C•CURE 9000 Client.

victor Web Service is not running

Open the victor Web Service website:

//<machinename>/victorwebservice

Where machinename is name of machine where victor Web Service and C•CURE Portal is installed.

If the site uses SSL encryption, you might need to use:

https://<machineName>/victorwebservice.

If victor Web Service is running normally you should see the victor Web Service Home page.

victor Web Service is not configured in IIS.

Open IIS Manager and select Application Pools. You should see a victorwebservice application pool with Started in the Status column.

If the Application Pool is not Started, you can click Start in the Actions pane to start the victor Web Service.

Select the Default Web Site in the Connections pane and select victorwebservice. in the Actions pane, select Browse *.80 (http) or Browse *.443 (https) to attempt to open the victor Web Service home page.

If the home page opens, victor Web Service is running. If an error occurs, follow the on screen instructions.

IIS is not running

Open the IIS Manager and make sure the Default web site is running. If not, go to Application Pools and click Recycle in the Actions pane.

Users cannot sign in at web portal login screen

User has not registered as a portal user.

Have the user select Register to register to access the Portal. See Registering to access the Visitor Management web portal.

User has forgotten their password.

Have the user select Forgot Password to reset their password. See Forgot Password.

User cannot sign in using basic authentication

Navigate to Options & Tools System Variables to verify that the System Operations system variable Allow Web Portal Basic Authentication is set to True.

User is using a URL that contains an IPv6 static address on the Internet Explorer 11 browser.

Have the user log in using a different supported browser.

Users cannot view or create Visits.

No Visit Sites exist

From the C•CURE 9000 Admin Client, navigate to Personnel>Visit Site and click to display a list of Visit Sites. If there are no Visit Sites, create one and add the user to it as a Host. See Creating a Visit Site from the C•CURE Portal pane.

User has not been included as a Host for any Visit Sites

From the C•CURE 9000 Admin Client, navigate to Personnel>Visit Site and click to display a list of Visit Sites. Edit the Visit Site in question to determine if the user has been added as a Host.

See Assigning Hosts to a Visit Site.

Users cannot view or create Access Requests

No Access Request Sites exist.

From the C•CURE 9000 Admin Client, navigate to Personnel>Access Request Site and click to display a list of Access Request Sites. If there are no Access Request Sites, create one and add the user to it as a Requester.

See Creating an Access Request Site.

User has not been included as a Requester for an Access Request Sites

From the C•CURE 9000 Admin Client, navigate to Personnel>Access Request Site and click to display a list of Access Request Sites. Edit the Access Request Site in question to determine if the user has been added as a Requester.

See Assigning requesters to an Access Request Site.

Users cannot view, approve or reject requests.

User has not been included as an Approver for a Clearance.

From the C•CURE 9000 Admin Client, navigate to Personnel>Clearances and click to display a list of Clearances. Edit the Access Request Site in question to determine if the user has been added as an Approver.

See Configuring a clearance for the Access Management application.

Portal will not send email to Visitors and Hosts

Email has not been configured on the C•CURE 9000 Server

Navigate to Options & Tools: Email and verify that the settings are configured and correct.

System Variables for Visitor Management have not been configured

Navigate to Options & Tools: Visitor Management and verify that the settings are configured and correct.

Virus protection on the server prevents C•CURE 9000 from sending Email on SMTP Port 25

Create an exception for Port 25 in the anti-virus software.