Genetec™ Update Service User Guide

Document last updated: February 7, 2023

Legal notices
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Document information

Document title: Genetec™ Update Service User Guide

Original document number: EN.501.002-V2.3(1)
Document number: EN.501.002-V2.3(2)
Document update date: February 7, 2023
You can send your comments, corrections, and suggestions about this guide to
documentation@[Link].
About this guide
This guide describes what GUS is, and how to configure and use it with Security Center.
This guide supplements Security Center documentation.
This guide assumes you are familiar with Security Center 5.3 systems and later versions.

Notes and notices

The following notes and notices might appear in this guide:

• Tip: Suggests how to apply the information in a topic or step.
• Note: Explains a special case or expands on an important point.
• Important: Points out critical information concerning a topic or step.
• Caution: Indicates that an action or step can cause loss of data, security problems, or performance issues.
• Warning: Indicates that an action or step can result in physical harm, or cause damage to hardware.
IMPORTANT: Content in this guide that references information found on third-party websites was accurate
at the time of publication, however, this information is subject to change without prior notice from Genetec
Inc.
Contents
Preface
Legal notices . . . . . . . . . . . . . . . . . . . . . ii
About this guide . . . . . . . . . . . . . . . . . . . . iii

Chapter 1: Introduction to Genetec™ Update Service

About the Genetec™ Update Service . . . . . . . . . . . . . . . . 2
About Security Center update tracks . . . . . . . . . . . . . . . 2
How Genetec™ Update Service works . . . . . . . . . . . . . . . 2
Genetec™ Improvement Policy . . . . . . . . . . . . . . . . . 4

Chapter 2: Release Notes

What's new in Genetec™ Update Service . . . . . . . . . . . . . . . 6
Known issues in Genetec™ Update Service . . . . . . . . . . . . . . 7
Limitations in Genetec™ Update Service . . . . . . . . . . . . . . . 8
Supported Security Center applications in Genetec™ Update Service . . . . . . . . 9
Supported languages in Genetec™ Update Service . . . . . . . . . . . . 10

Chapter 3: Configuration of the Genetec™ Update Service

Logging on to Genetec™ Update Service . . . . . . . . . . . . . . . 12
Configuring Genetec™ Update Service . . . . . . . . . . . . . . . 13
Selecting Security Center updates . . . . . . . . . . . . . . . . 14
Enrolling machines in Genetec™ Update Service . . . . . . . . . . . . . 15
Recruiting machines in Genetec™ Update Service manually . . . . . . . . . 16
About the Products tab . . . . . . . . . . . . . . . . . . . 17
About the Machines tab . . . . . . . . . . . . . . . . . . 18
About the Settings tab . . . . . . . . . . . . . . . . . . . 19
Configuring Download and Internet Proxy settings . . . . . . . . . . . 19
Configuring Advanced settings . . . . . . . . . . . . . . . . 19

Chapter 4: Troubleshooting Genetec™ Update Service

Machine and system are on different Security Center update tracks. . . . . . . . . 22
Security Center system is not working due to exceeded license options . . . . . . . . 23
GUS Admin Password must be reset . . . . . . . . . . . . . . . 24
Cannot update GUS when running under a Service User . . . . . . . . . . . 25
Machine will not enroll . . . . . . . . . . . . . . . . . . . 26
Machines are offline . . . . . . . . . . . . . . . . . . . 27
GUS features are not available . . . . . . . . . . . . . . . . . 28
Certificate error . . . . . . . . . . . . . . . . . . . . 29
Cannot update GUS . . . . . . . . . . . . . . . . . . . 30
Cannot update Security Center . . . . . . . . . . . . . . . . . 31
Refreshing the Security Center license . . . . . . . . . . . . . . . 32
Cannot view the System ID . . . . . . . . . . . . . . . . . . 33
Upgrading Secondary Server with GUS . . . . . . . . . . . . . . . 34
Unable to communicate with Security Center . . . . . . . . . . . . . . 35
Diagnostics . . . . . . . . . . . . . . . . . . . . . 36

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Glossary . . . . . . . . . . . . . . . . . . . . . . . 38

Where to find product information . . . . . . . . . . . . . . . 40

Technical support . . . . . . . . . . . . . . . . . . . . 41

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 1
Introduction to Genetec™ Update Service
This section includes the following topics:
• "About the Genetec™ Update Service" on page 2
• "Genetec™ Improvement Policy" on page 4

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 Introduction to Genetec™ Update Service

About the Genetec™ Update Service

The Genetec™ Update Service (GUS) is automatically installed with most Genetec™ products and enables you
to update products when a new release becomes available.
You can use GUS to do the following:
• Update your Genetec™ products when a new release becomes available.
• Check for updates at regular intervals.
• Download update packages in the background. Updates must be manually installed.
• See when the system was last checked for updates.
• Automatically refresh the license in the background to ensure it is valid and the expiration date is
updated.
NOTE: Applies to subscription systems only.
• Enable various features, such as the Genetec™ Improvement Program.
• Review your firmware versions, get notified of vulnerabilities or recommended upgrades, and download
firmware updates as recommended by Security Center.
• Automatically update the license after a major Security Center upgrade.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

About Security Center update tracks

To provide access to new features and support the latest devices, Security Center uses a two-track delivery
model for its core systems and add-on modules. This model consists of two software release tracks: the
Continuous Delivery (CD) track and the Long-Term Support (LTS) track.
• Releases on the CD track include access to new features, performance enhancements, supported devices
and integration capabilities, in addition to the latest security and defect fixes. Releases on the CD track are
supported for 3 years.
• Releases on the LTS track include a subset of security and defect fixes that have limited or no impact on
system architecture for clients who want to limit the frequency of functional updates. Releases on the LTS
track are supported for 5 years.

How Genetec™ Update Service works

Each GUS is autonomous and performs updates on the local machine. To facilitate the update process, the
Main GUS displays a centralized view of enrolled machines and can send update notifications to them.
The Main GUS can also be configured as a proxy. The enrolled machines will use the proxy to receive updates
from the cloud.

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 Introduction to Genetec™ Update Service

There are three ways to configure GUS. The settings available depend on where GUS is installed.
• Main GUS: If the machine has a Security Center Directory installed, it will automatically have a Main GUS.
The Main GUS can add or reject machines that are pending enrollment. Once enrolled, the Main GUS
can send install update notifications. For more information, see Enrolling machines in Genetec™ Update
Service on page 15.
• Server or Workstation: A machine that was enrolled by the Main GUS. A server or workstation can only
download and install updates locally.
• Standalone: A machine that was not enrolled by the Main GUS. A Standalone machine can only download
and install updates locally.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

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 Introduction to Genetec™ Update Service

Genetec™ Improvement Policy

Genetec™ Update Service (GUS) collects information about your system usage to help improve its products,
including product version information and detailed system architecture. You choose how your data is
collected during the installation of Security Center.

How is data collected?

IMPORTANT: Data is collected over a secure, encrypted channel.

GUS is included as part of the Security Center installation and you first see the data collection options during
the install. You must choose what level of data collection you want the system to perform.
On the Help Improve Genetec™ Products page, of the Security Center Installer, you are asked to select one of
the following data collection options:
• Yes, I want to participate: You agree to share your system data and your system ID with Genetec Inc. to
facilitate proactive support and improve communication.
Two types of data are being collected:
• Health data: Directories, roles, units, and entities that you have in your system, and their availability
(up and down times).
• System configuration data: Machines, operating systems, and installed Genetec™ products and their
versions.
If you are a Genetec™ Advantage customer, you can monitor your system data from a single place,
through the System Availability Monitor page on GTAP. The data is updated close to real time (every 15
minutes). To benefit from this service, you must enter your activation code, which you can obtain from
GTAP. For information about generating an activation code, see the System Availability Monitor User Guide.
• Yes, I want to participate, but anonymously: You agree to share your system data with us, but you want
that information to remain anonymous. We will not receive any data (system ID, machine names, entity
names) that identify your company. No activation code is required. Health data is anonymized by your
local System Availability Monitor Agent (SAMA) before being sent to a dedicated Health Monitoring Service
in the cloud. No identifiable data will ever leave your network. We use the anonymized data you share for
statistical purposes. No one can access your data through GTAP.
• No, I do not want to participate: No data is collected for product improvement.
For more information, see the Security Center Installation and Upgrade Guide.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

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 2
Release Notes
This section includes the following topics:
• "What's new in Genetec™ Update Service" on page 6
• "Known issues in Genetec™ Update Service " on page 7
• "Limitations in Genetec™ Update Service " on page 8
• "Supported Security Center applications in Genetec™ Update Service " on page 9
• "Supported languages in Genetec™ Update Service " on page 10

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 Release Notes

What's new in Genetec™ Update Service

New features, enhancements, or resolved issues are continuously added to the product and are available as
of the specified date.

What's new: November 2022 (GUS v2.3.x)

• This release includes important security fixes and bug fixes.

What's new: August 2022 (GUS v2.2.1500.x)

• Gus is compliant with the Federal Information Processing Standards (FIPS) policy.

What's new: June 2022 (GUS v2.2.1400.x)

• This release includes minor functionality improvements, bug fixes, and security fixes.

What's new: January 2021 (GUS v2.2.300.x)

• SQL Server Express upgrade: An upgrade to SQL Server Express 2019 is now offered when upgrading to
Security Center 5.10 or higher.
• Update Package size information: The tooltip now displays the file size of the update packages in
addition to the version information.

What's new: June 2020 (GUS v2.2.250.x)

• Security Center Update Selection: You can now manually set which Security Center updates you want to
apply.
• Demo Licenses Major Upgrades: Demo licenses now receive major upgrades without requiring Genetec™
Advantage.
• Audit Trails: Added audit trails for successful and failed login attempts.
• General Updates: Updated security and performance issues.

What's new: April 2020 (GUS v2.2.230.x)

• System Verification: Increased security measures by verifying that your system matches the identity of
the system on our records.
• Extraction in Download Folder: GUS now extracts the update packages under the specified download
folder.
• General updates: Updated security and performance issues.

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 Release Notes

Known issues in Genetec™ Update Service

Genetec™ Update Service includes the following known issues.

Issue Description

3055210 After a fresh Security Center install, GUS is in main GUS mode. This affects workstations
installed with 5.10.0 to 5.10.2.
Workaround: Remove the Main GUS mode on the workstation by stopping the GUS,
changing the [Link] <IsMaster>true</IsMaster> to <IsMaster>false</IsMaster>,
and restarting the GUS.

1849391 Updating from version [Link] or earlier requires a page refresh. This is necessary due to a
new authentication certificate used by GUS.

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 Release Notes

Limitations in Genetec™ Update Service

Genetec™ Update Service includes the following known limitations.

Issue Description

3340223 If you install or upgrade Security Center on a client workstation, the previous version
remains installed with the new version.

3117426 GUS requires Transport Layer Security (TLS) 1.2 protocol for communication. If TLS 1.3 is
enabled, GUS wont work.

2484173 GUS no longer supports Internet Explorer version 11 and earlier.

1058855 You cannot use a Genetec™ Update Service (GUS) [Link] or later as a proxy with any GUS
[Link] and earlier.

1354995 If you use the GUS Service User feature to install Security Center, you cannot use double
quotation marks in the password.

1609560 You must run GUS under a Local System Account for versions prior to [Link].
Workaround: If you are not running under a Local System Account, see Cannot update
GUS when running under a Service User on page 25.

1706276 Upgrading the secondary server using GUS requires some manual steps.
Workaround: For more information, see Upgrading Secondary Server with GUS on page
34.

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 Release Notes

Supported Security Center applications in Genetec™

Update Service
Genetec™ Update Service supports specific Security Center applications.
The latest version of Genetec™ Update Service supports updating the following products:
• Security Center (GA, Service Releases, and Cumulative updates upon request)
• Security Center SDK
• Security Center Mobile
• System Availability Monitor
• SV Control Panel
• Security Center Plugins including:
• Advanced Reports
• American Dynamics Protocol
• Auditing Framework
• AutoVu™ Free-Flow
• AutoVu™ Free-Flow Data Exporter
• AutoVu™ Post-Payment
• Security Center Fleet Monitoring plugin (AVL)
• Genetec Citigraf™
• Genetec ClearID™
• Genetec Clearance™
• CMCS Interface
• Display Tour Manager
• Entity Loader
• GPS
• Logical ID Manager
• Map Manager Extension
• Matrix Manager
• Genetec Mission Control™
• OLE Integration
• Overlay Manager
• Pay-by-Plate Sync
• Radio Tuner Manager
• RSA Surveillance
• Sipelia™
• Synergis™ Softwire
• Speaker Integration
• Transaction Finder
• TV Tuner Manager

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Release Notes

Supported languages in Genetec™ Update Service

Genetec™ Update Service software is available in English only.

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 3
Configuration of the Genetec™ Update
Service
This section includes the following topics:
• "Logging on to Genetec™ Update Service" on page 12
• "Configuring Genetec™ Update Service" on page 13
• "Selecting Security Center updates " on page 14
• "Enrolling machines in Genetec™ Update Service" on page 15
• "About the Products tab" on page 17
• "About the Machines tab" on page 18
• "About the Settings tab" on page 19

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 Configuration of the Genetec™ Update Service

Logging on to Genetec™ Update Service

To log on to Genetec™ Update Service (GUS), you must open the application and enter the GUS password that
was provided to you (if one has been defined).

What you should know

• GUS is a Windows service that must be run by an admin account. By default, it runs under the Local
System Account.
• The first time you start GUS, you are prompted to set up the password and enter your Config Tool
credentials. The Config Tool credentials must be from an admin account. Only administrators have
permissions to setup the GUS password.

To log on to the Genetec™ Update Service:

1 Do one of the following:
• Click Start > All Programs > Genetec™ > Update Service.
NOTE: If you installed the service manually, it cannot be accessed from the start menu.
• Type [Link] in your web browser.

2 After the initial setup, you can enter your password and click Sign in.

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 Configuration of the Genetec™ Update Service

Configuring Genetec™ Update Service

There are three ways to configure the Genetec™ Update Service (GUS). If your client stations do not have
access to the Internet, you must configure a proxy.

What you should know

The following installation options are available:
• No proxy: GUS has direct access to the Internet (Direct Connection)
• Proxy in the same network: One or more GUS using the proxy to retrieve updates (Proxy)
• Proxy in a demilitarized zone (DMZ): One or more GUS using the proxy in a DMZ to retrieve updates
(Proxy DMZ)
NOTE: In a proxy setup, client machines go through the proxy to check for and download updates. Use the
default ports for configuring a proxy. For more information about Ports used in Security Center, see the
Security Center Administrator Guide.

To configure a proxy:
1 Log on to GUS.
2 Click Settings > Download and Internet Proxy.
3 Click Proxy IP or hostname with alternative addresses ( ).
4 Enter the IP address or host name of the proxy machine. If you are entering more than one address,
separate them with a comma.
5 Click Save .
All "Check for update" and "Download" will pass through the proxy.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

After you finish

For more information on using GUS, click Help or press F1 in the application.

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 Configuration of the Genetec™ Update Service

Selecting Security Center updates

You can select specific Security Center updates to apply to different machines. By default, the Genetec™
Update Service (GUS) will always offer the latest updates.

What you should know

• You can select which update you would like to receive for Security Center only.
• You can also select cumulative updates and hotfixes.
• Compatibility is confirmed when applying the update.
• Update selection configuration applies to selected machines. You can select a different update for
different machines.

To perform an update selection:

1 From the web page of the machine, select one or multiple updates of the Actual version of Security
Center.
2 Click the update version to display the Update Selection window.

3 In the Update Selection window, select the desired Security Center update from the drop-down list.
a) Select Latest available, to return new updates as they become available.
b) Select a specific update.
c) Search for updates using the search bar.

4 Click Apply.
The selected update displays and you can download and install it.

After you finish

To return to the latest available updates default, perform a Check for Update operation or open the Update
Selection window and apply the Latest available option.

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 Configuration of the Genetec™ Update Service

Enrolling machines in Genetec™ Update Service

To see and update a server or workstation on the Main GUS, the machine needs to be enrolled. Machines
must be discovered before they appear in the Machines tab of the Main GUS. Once discovered, the
administrator can enroll or reject them.

What you should know

• Machines must have outbound port 4595 open to communicate with the Main GUS. In turn, the Main GUS
must have inbound port 4595 open.
• Workstations must be enrolled manually.
• Servers connected to the Directory are automatically enrolled.
• Most machines are auto discovered by retrieving the Main GUS address using one of the following:
• Config Tool or Security Desk: The Directory address used in Config Tool or Security Desk is used as
the Main GUS address.
• Expansion server: An expansion server that lacks Security Desk or Config Tool attempts to connect to
the Directory address provided in Server Admin.
• If a machine is not auto discovered, you can recruit it manually.

To enroll a machine:
1 Ensure that the machines have been discovered.
2 Open Genetec™ Update Service.
3 In the Machines tab, select the machine you want to enroll.
4 In the window that opens, choose from the following options:
• Click Add to complete the enrollment process and add a new machine. The Main GUS can view the
machine's products and send install notifications for available updates.
• Click Reject to ignore enrollment of a server or workstation. The Main GUS ignores all further
communication from this machine.
• Click Reset to delete enrollment of a server or workstation and all information related to this machine.
• Click Replace to accept the machine's new certificate.
NOTE: Machines remain connected to the Main GUS until they are rejected or reset. At that point the
machine will again attempt to enroll to a Main GUS. This minimizes the number of standalone machines.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

Related Topics
About the Machines tab on page 18
About the Settings tab on page 19

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 Configuration of the Genetec™ Update Service

Recruiting machines in Genetec™ Update Service manually

Machines that are not auto discovered by the Main GUS must be manually recruited before they can be
enrolled.

To recruit machines:
1 On the Main GUS page, click the Machines tab.
2 In the machines list, click Recruit ( ).
3 In the Recruit machine window, complete the Main Genetec™ Update Service address and Machine IP
address or hostname fields.
NOTE: To simplify the recruitment of multiple workstations, you can enter machine IP addresses or host
names as a comma delimited list.
4 Click Next.
5 Select the machines you want to recruit and validate their certificates.
6 Complete the Windows user and Password fields, and then click Recruit.
The Main GUS communicates with the machines it is recruiting over port 4595. For network
implementations where this is impossible, you can force the discovery of the machines.
NOTE: The Windows user must be a member of the administrator’s group of the machine being
recruited. Specify the username in the following format: Domain\Username, for local user: Username or
Machine\Username.

To force the discovery of the machines:

1 On the workstation you want to recruit, open Genetec™ Update Service.
2 Do one of the following:
• The first time you visit the GUS page of the workstation, complete the Main Genetec™ Update Service
address field in the Initialize Genetec™ Update Service window. Then enter your domain, user name, and
password, and click Apply.
• Click the Settings tab and enter the Main GUS address in the Proxy IP or hostname with alternative
addresses field, and then click Save configuration.
The machines are now pending enrollment in the Main GUS and can be viewed in the Machines tab.

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 Configuration of the Genetec™ Update Service

About the Products tab

Use the Products tab to monitor and update Security Center products.
On the Main GUS, the Products tab displays servers and workstations in a grid view. The grid also shows
any updates that are available for your system; you can find specific machines or updates using filters. A
workstation GUS shows a list view of the products and updates for that particular machine.
• Servers (Main GUS setting): Lists the Directory, expansion servers, and secondary servers that are
pending or enrolled by the Main GUS.

• Workstations (Main GUS setting): List of all machines that were enrolled by the Main GUS. For example,
these machines might only have Security Center client applications installed.
Where there is a recommended update that has not yet been installed, the grid displays two columns. The
Actual column displays the installed version; the Update column displays the recommended update. Clicking
on a recommended update makes the following buttons available:
• Download: Click to download all selected updates.
• Download and install: Click to download and install all selected updates.
• Install: Only visible when products are already downloaded. Click to install all the updates that are
downloaded.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

Related Topics
Enrolling machines in Genetec™ Update Service on page 15
About the Machines tab on page 18

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 Configuration of the Genetec™ Update Service

About the Machines tab

Use the Machines tab to manage machine enrollment for Genetec™ Update Service (GUS).
In the machines tab, you can do the following:
• Recruit machines to enroll them in the Main GUS.
• View the name and the available actions for each pending enrollment in the Main GUS.
• Click on a pending enrollment to view more information and validate the certificate.
• Add a machine to complete the enrollment process and view the machine’s products and updates.
• Reject a machine to ignore all future communications from the machine.
• Reset a machine to delete all enrollment information.
• Filter enrollments by machine name or criteria.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

Related Topics
Enrolling machines in Genetec™ Update Service on page 15

[Link] | Genetec™ Update Service User Guide

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 Configuration of the Genetec™ Update Service

About the Settings tab

Use the Settings tab to configure general and advanced settings related to Genetec™ Update Service (GUS).
In this page, you can configure GUS settings. For the Main GUS, most settings are pushed automatically to
enrolled machines.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

Configuring Download and Internet Proxy settings

You can configure the following general settings pertaining to Genetec™ Update Service (GUS).
• Proxy IP or hostname with alternative addresses: Use this setting to specify a machine that has GUS
installed, to act as a "Proxy". You can add multiple addresses for a single proxy.
• Use Main as Proxy: With this setting, enrolled machines will use the Main GUS as a proxy and route all
traffic accordingly. The Main GUS will in turn use an Internet-enabled machine as a proxy. If no such
machine is available, the Main GUS will connect to the Internet directly.
NOTE: To use the Use Main as Proxy setting, ensure that the list of Main GUS addresses is properly
completed so that the enrolled machines can communicate with the Main GUS.
• Disable background checks (not recommended): Select this option to prevent updates from being
downloaded automatically. It will also prevent GUS, System Availability Monitor (SAM), Streamvault
Control Panel, and Genetec ClearID™ from auto-updating.
• Download folder: The location where you download the updates.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

Configuring Advanced settings

You can configure the following advanced settings pertaining to Genetec™ Update Service (GUS).
• Local machine browsers only: Select this option to only allow the local machine to access the web page.
Any external machine will not be able to view the web page.
• Disable GUS integration in Security Center:
CAUTION: If you disable this setting:
• Alerts and update notifications, originating from the GUS, will not display in the tray icon.
• The updates task in Config Tool will not work.
• Main Genetec™ Update Service address: Machines will attempt to enroll to this Main GUS address.
• Credentials: You can set the following credentials:

[Link] | Genetec™ Update Service User Guide

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 Configuration of the Genetec™ Update Service

• Genetec™ Update Service: The password used to log on to GUS.

• Service User (Default - Local System Account): You can specify a service user to run the service
under. It must be set up under the Administrators group and have the correct credentials. After GUS is
updated, this setting is applied and it will run under the service user that you specified.
• Web proxy: Use this setting to specify an enterprise web proxy. All external web requests will
authenticate with the web proxy before being sent.
• Security Center Directory: The Directory where GUS retrieves the list of all servers.
• Logs folder: The location where the GUS logs are stored.
• During x days: The retention days for the GUS logs.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 4
Troubleshooting Genetec™ Update
Service
This section includes the following topics:
• "Machine and system are on different Security Center update tracks." on page 22
• "Security Center system is not working due to exceeded license options" on page
23
• " GUS Admin Password must be reset" on page 24
• "Cannot update GUS when running under a Service User" on page 25
• "Machine will not enroll" on page 26
• "Machines are offline" on page 27
• "GUS features are not available" on page 28
• "Certificate error" on page 29
• "Cannot update GUS" on page 30
• "Cannot update Security Center" on page 31
• "Refreshing the Security Center license" on page 32
• "Cannot view the System ID" on page 33
• "Upgrading Secondary Server with GUS" on page 34
• "Unable to communicate with Security Center" on page 35
• "Diagnostics" on page 36

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Machine and system are on different Security Center

update tracks.
Security Center now has two update tracks: Continuous Delivery (CD) and Long-Term Support (LTS). If your
machine and your system are on different update tracks, you will receive an error message.

Cause

This issue occurs when the installed Security Center version is on a different update track compared to the
system.

Solution

To resolve this issue, do the following:

• Make sure the Security Center update track on your machine matches the System update track.
• If your machine is on the LTS update track and your System is on the CD update track, update your
machine to the latest CD version.
• If your machine is on the CD update track and your System is on the LTS update track, update your
machine to the next available major LTS version, or uninstall and reinstall the correct update track.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Security Center system is not working due to exceeded

license options
Licenses can be modified manually through Server Admin, or automatically pushed to your system using
the Genetec™ Update Service (GUS). If one of your current licenses is overridden by an update that does not
match your system, your system might no longer work.

Cause

For example, if you are no longer using Access Control in your Security Center system, new licenses that GUS
applies to your system will not include the Access Control part number. If you have not removed the Access
Control role from your system at the time the new license is applied, a conflict occurs. If a licensing conflict
occurs, you receive the following error message when opening Config Tool:

Solution

To resolve this issue, do one of the following:

• If you have an entity on your system that is not contained in your license and you do not need it, remove
it.
• If an entity should have been included in your license but is not, contact Customer Service to update your
license.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

GUS Admin Password must be reset

If you forgot your Genetec™ Update Service (GUS) admin password, you can reset it. You must have
administrator privileges to modify GUS configuration files.

Cause

This issue typically occurs if you forgot your GUS admin password.

Solution

To resolve the issue, do the following:

1. Go to: C:\ProgramData\Genetec Update Service.
2. Open [Link] using a text editor.
3. Remove the <Password> parameter.
NOTE: If the machine is a standalone GUS, you must change <EnrollmentState> to <EnrollmentState>None</
EnrollmentState> before restarting the GUS.
4. Restart the Genetec™ Update Service.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Cannot update GUS when running under a Service User

If you are running Genetec™ Update Service (GUS) under a Service user (not the Local System Account), you
will not be able to update GUS.

Cause

Unable to run GUS under the default Local System Account with a version earlier than [Link].

Solution

To resolve this issue, do one of the following:

• Have an Internet connection (using the Local System Account)
• Set a proxy and have an Internet connection (using the Local System Account)
• Or use the following steps:
1. Set a proxy.
2. Have an Internet connection (using a Service User).
3. Request a download link for the GUS update (can request from Support Team).
4. Get the downloaded file (.gpack file) and place it in the C:\ProgramData\Genetec Update Service
\SharedGpacks folder on the proxy that was set in the first step.
5. Go to every machine and set the Service User back to the default Local System Account.
6. Download and Install GUS through the GUS web interface.
7. Reapply the Service User if needed.
8. Go to the proxy machine.
9. Modify the .gpack file extension to .zip.
10. Extract the contents of the zip.
11. Install the Genetec™ Update Service and the Genetec™ Auto Update using the .msi files.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Machine will not enroll

Servers and workstations are enrolled automatically in Genetec™ Update Service (GUS) after an update. When
adding new machines, servers are automatically verified and enrolled, and workstations are in a pending
state in the Machines tab. If your machine is not there, you can troubleshoot the issue.

Cause
This issue can occur because the machine and the Main GUS do not have a compatible SSL or TLS channel to
communicate over, or the list has not been refreshed recently.

Solution

To resolve the issue, do the following:

• Ensure that TLS 1.2 client and server are enabled on both the machine and the Main GUS.
NOTE: TLS 1.1 is supported, but not recommended.
If the problem persists, try the following:
• Refresh the list.
• In Windows Firewall, ensure that you open outbound port 4595 on the machine that you want to enroll,
and inbound port 4595 on the Main GUS.
• If you recently updated your Main GUS, ensure that all other machines are up to date.
• Ensure that the Main GUS address is set on the machine you want to enroll:
• Open GUS on the machine and verify the Main GUS address.
• If it’s a workstation, log on to the Directory with Config Tool or Security Desk.

NOTE: A machine tries to enroll with the Main GUS when the process starts, and then every 3 - 5 hours.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Machines are offline

If you are running Genetec™ Update Service (GUS) and your machines are offline, you can troubleshoot the
issue.

Cause

If your machines are offline, communication with the Main GUS might be affected.

Solution

To resolve the issue, do the following:

Server or Workstation
• In Windows Firewall, make sure you open outbound port 4595.
• Restart the machine.
• If the machine is still offline, open GUS on the machine and see if it is enrolled to the Main GUS. The
following window displays the correct set up.

Main GUS
• In Windows Firewall, make sure you open inbound port 4595.
• Restart the Main GUS.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

GUS features are not available

If some GUS features are not working correctly, ensure that all the firewall rules are configured correctly.

Cause

Unavailable features might be due to invalid or missing configuration.

Solution

To resolve the issue, do the following:

• Ensure that all the items below are added in the Windows firewall rules to get all GUS features.
• Port 443 (Outbound to Public)
• Port 4595 (Inbound and Outbound - to Private and Domain only)

• Ensure that all the following URLs are accessible from your network:
• [Link]
• [Link]
• [Link]
• [Link]
• [Link]
• [Link]
• [Link]
• [Link]
• [Link]
NOTE: If a proxy is configured, these URLs are only accessible from the proxy.
• If your network has an enterprise web proxy, ensure that the web proxy setting is configured.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Certificate error
If you receive a certificate error in the log file, you can manually delete the certificate so it can be re-created.

Cause

The certificate error might be due to a configuration error.

Solution
If you cloned two machines, do the following:
1. Open the mmc console by typing mmc in Windows search.
2. Click File > Add/Remove Snap-in.
3. Select Certificates and click Add.
4. Choose the Computer Account option and click Finish.
5. Click OK.
6. Open the Certificates > Personal > Certificates.
7. Select the GenetecUpdateService certificate.
8. Right click and select Delete.
9. Restart GUS.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Cannot update GUS

Unable to update GUS.

Solution

To resolve the issue, do the following:

• Make sure that you have enough Disk Space to complete the operation
• Make sure you are running GUS under the default Local System Account (for versions < [Link])

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Cannot update Security Center

Unable to update Security Center.

Solution

To resolve the issue, do the following:

• Make sure that you have enough Disk Space to complete the operation
• If Security Center services are running under a specific user account, make sure to specify the same
account credentials when installing Security Center with GUS.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Refreshing the Security Center license

The Security Center license was not refreshed and may no longer reflect up-to-date information on the
system, such as license renewals.

Cause
• License refresh is limited to subscription services only.
• License refresh is limited to once per day or there might be a configuration error.

Solution

To resolve the issue, do the following:

• Version [Link] or later: Click Check for updates to refresh the license and refer to the Diagnostics on
page 36.
NOTE: There is a limit of 1 license refresh every 15 minutes if refresh is necessary.
• Version [Link] or earlier: License will only refresh with background check.
NOTE: Verify if the license was refreshed recently. If not, check if the REST password and Port are
properly configured in the Setting page.
To see the last successful refresh date on the machine, do the following:
1. On the machine, go to C:\ProgramData\Genetec Update Service and open the
[Link] file.
2. Find the following tag <LatestSuccessfulLicenseRefresh>DATETIME</LatestSuccessfulLicenseRefresh> (time is in UTC
format).

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Cannot view the System ID

If you cannot view the System ID used by GUS to check for updates, you can troubleshoot the issue.

Solution

To resolve the issue, do the following:

1. On the workstation, go to C:\ProgramData\Genetec Update Service and open the
[Link] file.
NOTE: Admin privileges are required.
2. Find the following:

<SystemIdInformation>
<SystemId>SYSTEM_ID</SystemId>
<Timestamp>DATETIME</Timestamp>
</SystemIdInformation>

3. SystemId contains the System ID retrieved from the Directory.

4. Timestamp is the last time that GUS obtained the System ID from the Directory.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Upgrading Secondary Server with GUS

Upgrading the secondary server using GUS requires some manual steps.

Cause

GUS helps you do an upgrade of the secondary server, but some manual steps are required.

Solution

To update, do the following:

1. Stop GenetecServer on your Secondary Server.
2. Upgrade your Directory (manually or using GUS).
3. Upgrade your license and make sure your system is up.
4. Start GenetecServer on your Secondary Server.
5. Upgrade your Secondary Server (manually or using GUS).
6. Upgrade your license. Modify the license for all servers in Config Tool.

Example
Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available
languages.

[Link] | Genetec™ Update Service User Guide

EN.501.002-V2.3(2) | Last updated: February 7, 2023 34
 Troubleshooting Genetec™ Update Service

Unable to communicate with Security Center

If you receive an error that the GUS failed to communicate with Security Center, it might be due to a
certificate issue. You can manually reset the server certificate used for communication.

Cause

A certificate error can occur if the certificate used by Security Center changes after the GUS has pinned it. An
error can also occur when the certificate used by Security Center fails any certificate or SSL policy validation
used by the GUS. For example, a certificate with an expired date would be untrusted and rejected by the GUS.

Solution

To resolve this issue, do the following:

1. If the server certificate has an SSL policy violation, replace the server certificate with a valid certificate. For
more information, see "Replacing default certificates" in the Security Center Administrator Guide.
2. Reset the certificate pinned by the GUS:
a. Stop the Genetec™ Update Service and Genetec™ Update Service Sidecar Windows services.
b. Go to C:\ProgramData\Genetec Update Service\Certificates\Server\ and delete the
certificate file: [ScDirectoryHostname]_[restPort#].cer and the certificate pin file:
[ScDirectoryHostname]_[restPort#].[Link].
c. Restart the Genetec™ Update Service and Genetec™ Update Service Sidecar Windows services.

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Diagnostics
You can monitor the status of GUS by examining the diagnostic alerts that appear in the notification tray.
The table below lists the diagnostics by errors ( ) and warnings ( ).

Diagnostic Description

Errors

Failed to refresh GUS was unable to obtain latest firmware recommendations.

firmware
Things to validate:
recommendations
• Security Center Directory (REST) is configured correctly
• GUS has a proxy configured, or direct Internet access
• GUS can reach the following endpoint (Reporting service):
[Link]

Unable to get the latest GUS was unable to get latest updates for Security Center products.
updates
Things to validate:
• GUS has a proxy configured, or direct Internet access
• GUS can reach the following endpoint (Updates service):
[Link]
[Link]
[Link]
• GUS can reach the following endpoints (Storage service):
[Link] and
[Link]
[Link]
Recommendations:
• Enable the background check to automatically install the latest GUS and
SAMA updates.

Security Center Directory

The configured Security Center Directory (REST) password is invalid. Use the
(REST) password not
configured GUS settings page to enter the valid password.
Communication with the Security Center Directory is mandatory for some
connected features.
For example, firmware recommendations, refresh of Security Center license,
and more.

Security Center is not Security Center does not have a valid license.
activated

Warnings

[Link] | Genetec™ Update Service User Guide

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 Troubleshooting Genetec™ Update Service

Diagnostic Description

System is running low on Less than 1 GB of disk space is left on the system drive.
disk space

Failed to refresh Security GUS was unable to refresh Security Center license.
Center license
Things to validate:
• GUS has a proxy configured, or direct Internet access
• GUS can reach the following endpoint (Updates service):
[Link]
[Link]
[Link]

[Link] | Genetec™ Update Service User Guide

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 Glossary

Glossary
authentication
The process of verifying that an entity is what it claims to be. The entity could be a user, a server, or a client
application.

Config Tool
Config Tool is the Security Center administrative application used to manage all Security Center users and to
configure all Security Center entities such as areas, cameras, doors, schedules, cardholders, patrol vehicles,
ALPR units, and hardware devices.

Directory
The Directory role identifies a Security Center system. It manages all entity configurations and system-wide
settings. Only a single instance of this role is permitted on your system. The server hosting the Directory
role is called the main server, and must be set up first. All other servers you add in Security Center are called
expansion servers, and must connect to the main server to be part of the same system.

entity
Entities are the basic building blocks of Security Center. Everything that requires configuration is represented
by an entity. An entity can represent a physical device, such as a camera or a door, or an abstract concept,
such as an alarm, a schedule, a user, a role, a plugin, or an add-on.

expansion server
An expansion server is any server machine in a Security Center system that does not host the Directory role.
The purpose of the expansion server is to add to the processing power of the system.

Genetec™ Update Service

The Genetec™ Update Service (GUS) is automatically installed with most Genetec™ products and enables you
to update products when a new release becomes available.

Genetec™ Update Service Sidecar

The Genetec™ Update Service Sidecar is a Windows service that is needed for GUS to communicate with
other components. It is installed with the GUS.

secondary server
A secondary server is an alternative server on standby intended to replace the primary server in case the
latter becomes unavailable.

Security Center
Security Center is a truly unified platform that blends IP video surveillance, access control, automatic license
plate recognition, intrusion detection, and communications within one intuitive and modular solution. By
taking advantage of a unified approach to security, your organization becomes more efficient, makes better
decisions, and responds to situations and threats with greater confidence.

Security Desk
Security Desk is the unified user interface of Security Center. It provides consistent operator flow across all
of the Security Center main systems, Omnicast™, Synergis™, and AutoVu™. The unique task-based design of
Security Desk lets operators efficiently control and monitor multiple security and public safety applications.

server
In Security Center, a server entity represents a computer on which the Genetec™ Server service is installed.

Server Admin
Server Admin is the web application running on every server machine in Security Center that you use to
configure the Genetec™ Server settings. You use this same application to configure the Directory role on the
main server.

[Link] | Genetec™ Update Service User Guide

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 Glossary

System Availability Monitor

With System Availability Monitor (SAM) running, you can collect health information and view the health status
of your Security Center systems to prevent and proactively resolve technical issues.

Unit enrollment
Unit enrollment is a tool that you can use to discover IP units (video and access control) connected to your
network, based on their manufacturer and network properties (discovery port, IP address range, password,
and so on). After you discovered a unit, you can add it to your system.

[Link] | Genetec™ Update Service User Guide

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Where to find product information
You can find our product documentation in the following locations:
• Genetec™ TechDoc Hub: The latest documentation is available on the TechDoc Hub. To access the
TechDoc Hub, log on to Genetec™ Portal and click TechDoc Hub. Can't find what you're looking for?
Contact documentation@[Link].
• Installation package: The Installation Guide and Release Notes are available in the Documentation folder
of the installation package. These documents also have a direct download link to the latest version of the
document.
• Help: Security Center client and web-based applications include help, which explains how the product
works and provide instructions on how to use the product features. To access the help, click Help, press
F1, or tap the ? (question mark) in the different client applications.

[Link] | Genetec™ Update Service User Guide

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Technical support
Genetec™ Technical Assistance Center (GTAC) is committed to providing its worldwide clientele with the best
technical support services available. As a customer of Genetec Inc., you have access to TechDoc Hub, where
you can find information and search for answers to your product questions.
• Genetec™ TechDoc Hub: Find articles, manuals, and videos that answer your questions or help you solve
technical issues.
Before contacting GTAC or opening a support case, it is recommended to search TechDoc Hub for
potential fixes, workarounds, or known issues.
To access the TechDoc Hub, log on to Genetec™ Portal and click TechDoc Hub. Can't find what you're
looking for? Contact documentation@[Link].
• Genetec™ Technical Assistance Center (GTAC): Contacting GTAC is described in the Genetec™ Lifecycle
Management (GLM) documents: Genetec™ Assurance Description and Genetec™ Advantage Description.

Technical training

In a professional classroom environment or from the convenience of your own office, our qualified
trainers can guide you through system design, installation, operation, and troubleshooting. Technical
training services are offered for all products and for customers with a varied level of technical experience,
and can be customized to meet your specific needs and objectives. For more information, go to http://
[Link]/support/training/training-calendar.

Licensing
• For license activations or resets, please contact GTAC at [Link]
• For issues with license content or part numbers, or concerns about an order, please contact Genetec™
Customer Service at customerservice@[Link], or call 1-866-684-8006 (option #3).
• If you require a demo license or have questions regarding pricing, please contact Genetec™ Sales at
sales@[Link], or call 1-866-684-8006 (option #2).

Hardware product issues and defects

Please contact GTAC at [Link] to address any issue regarding Genetec™

appliances or any hardware purchased through Genetec Inc.

[Link] | Genetec™ Update Service User Guide

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