Troubleshooting the Thin Client

In Hardware Manager the Web Server states it is not running and I cannot start it.

  1. Check to see if any additional web servers are running on the machine.  Often Video products will install and start IIS or Apache.  Two web servers can not run simultaneously using the same port on the same machine.  Since the Thin client utilizes an integrated web server, any other web servers will need to be disabled or the port for the Symphony AC Web Server will need to be configured for a unique port.
  2. As of software revision 8.6.98 all drivers will automatically be configured to run as a Windows Service.  Improper configuration of the service accounts will cause the drivers to not start.  Once the application has successfully installed / upgraded to version 8.6.98 or greater the Windows Services will automatically be installed.  When the drivers start and no username and password have been specified for the driver service, then you will be prompted to enter this information. Please enter in the Local System Administrator for the Username and the password that correlates to this user.  If a general Administrator account is used, please ensure this is the user account that was signed in during the installation of the Access Control Security application.  This user must have the ability to start a Windows Service. For instructions on how to configure services please see technical article Configuring Driver Services.

How do I log into my Thin Client?

  1. Verify the IP address and port to use.  This can be done by highlighting the “Web Server is Running” option. Unlock the module to allow for editing of the screen.  From the Web Server properties box, verify the IP address and port that will be used to connect.
  2. If connecting from inside of your LAN (local area network), the IP address of the server and port may be used for connection.   For example, open an internet browser and type in the address bar https://xxx.xxx.xxx.xxx:80 (where xxx.xxx.xxx.xxx is the IP address of the server and 80 is the port assigned to the web server).
  3. If connecting from outside of your LAN (local area network), you will need to know the external IP address.  This can be obtained by going to www.whatismyip.com from a computer located on the LAN (local area network).  When establishing a connection from outside of the LAN (local area network) enter the external IP address using the same format shown above.

Note: On your router, you will need to forward port to Symphony AC server.

4. When a connection has been established, a prompt for a user name and password will appear.  The operator logging into the system should enter in their user credentials for the Access Control system.

I log into my Thin Client but I am unable to see the contents of the main page and no errors are generated.

  1. Verify an internet connection is available.  If an internet connection is available proceed to step two (2).
  2. Open an internet browser, click on Tools, Internet Options. Click on the Advanced tab.  In the Browsing section, verify the “Enable Third-Party Browser Extensions * check box is selected.  If the box was not previously selected and is now selected, the browser will need to be closed and restarted in order for the changes to take affect.
  3. Verify the port assigned to the web service has been opened in the network or local firewall.  This can be done by going to the website http://www.canyouseeme.org.