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    Troubleshooting Virtual Guard in Cloud VMS Operator Interface

    Possible causes and solution(s)

     

    This document contains information on what situations might happen if no Virtual Guard appears in Cloud VMS Operator Interface and how to advise.

     

    Issue
    Cause
    Solution
    Notes
    No Virtual Guard appears in event list. 

    No active time period started in Schedule

    In Cloud VMS the Virtual Guard Tour is triggered on start of the configured active time period(s) (blue cells).

    If the time period is currently already active or if no active time period is in the Virtual Guard Schedule, no Virtual Guard Tour will be triggered.

    As Integrator or Config Agent, check in Configuration website (enter Account, select Schedules) if an active time period will start in next 15 minutes in the Virtual Guard Schedule.

    Once the next active time period is reached the new Virtual Guard appears in event list.

    A tour will not be started if the selected schedule is already active at time the tour is saved. For testing purposes you can modify the schedule to inactive in current period and active in next. Otherwise a new tour will start once a new active period begins.
    No Virtual Guard appears in event list.

    Wrong Schedule is configured

    In Cloud VMS the Virtual Guard Tour is triggered on start of the configured active time period(s) (blue cells). If a wrong schedule is configured (e.g. 'Day' or 'Always') to trigger the Virtual Guard Tour, if the time period is currently already active or if no active time period is in the Virtual Guard Schedule, no Virtual Guard Tour will be triggered.

    As Integrator or Config Agent, check in Configuration website (enter Account, enter Site select Virtual Guard) if the correct Virtual Guard Schedule is configured as Trigger Schedule. Also check if an active time period will start in next 15 minutes in the Virtual Guard Schedule.

    If the correct Schedule is selected and the next active time period is reached the new Virtual Guard appears in event list.

    A tour will not be started if the selected schedule is already active at time the tour is saved. For testing purposes you can modify the schedule to inactive in current period and active in next. Otherwise a new tour will start once a new active period begins.
    Version history
    Revision #:
    2 of 2
    Last update:
    ‎12-23-2021 12:56 PM
    Updated by:
     
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