Symptoms on Workstation Clients
Note: The symptoms may present on the server itself as well, but the solution for this problem is specifically targeted for ACC Client running on workstations, rather than on the server itself.
If you are experiencing these symptoms on a server, particularly a clustered site (where more than one server is clustered into one larger site), rather contact technical support.
Following the solution below will not break anything any further, but it may not resolve the problem on a server or clustered servers.
You may experience these symptoms after a one-site, one-server ACC solution has been upgraded, or where several servers under a site cluster were upgraded, particularly between major versions – for example, from ACC 126.96.36.199 to ACC 188.8.131.52 as was the case in the example below.
As to the exact reason why this happens, I’ll inform you when I know, for now we’ll focus on fixing them.
Herewith the procedure that was followed that presented these problems in this unique case:
- ACC 184.108.40.206 upgraded to ACC 220.127.116.11, running on Windows 7.
- Site configuration backups made following version upgrade.
- Windows 7 upgraded to Windows 10.
- Version 18.104.22.168 installed on Windows 10.
- Aforementioned configuration restored.
- ACC 22.214.171.124 upgraded to ACC 126.96.36.199.
- Workstation clients upgraded to version 188.8.131.52.
“Some options will be disabled until all servers are upgraded”
This message appears at the top center of the screen the moment you enter Site Setup within ACC to apply license upgrades. The License Management button along with a host of others are missing as in the example below.
Since this is a one-server, one-site solution it is rather curious as it is not possible that “all servers” are not on the same version. There is only one server and its version is the same as the client version.
Note: If you are experiencing this problem and you have not upgraded your ACC client yet, upgrade it first. Having mismatching versions of servers and clients can cause similar problems.
Site Management Reveals a Little More
A look at what we see under Manage Site and the problem becomes apparent.
As you can see, this is a problem as the client “sees” two mismatching versions here – and it is not even reflecting the latest version of ACC 6 that was installed prior to the upgrade to ACC 7.
Trying to disconnect the wrongly listed server from site does not work as it does not exist.
The same problem also occurred on the server’s ACC client, but we were able to disconnect the wrongly listed server from there and that solved the problem. It may therefore be possible to have done the same on workstation clients before having done so on the server’s client – but don’t take my word for it, it is merely a suspicion.Ulrich Holtzhausen
The workstation clients therefore were stuck, for some reason, with outdated information and failed to correlate. Removing the site from ACC client and re-adding also did not solve the problem.
We need to force ACC client to revert to its default configuration which will force it to rediscover the site correctly.
Note: Exit ACC client before proceeding with the steps below.
Grant User Access to Avigilon Directory
Using the run utility within Windows (Win + R) or via the File Explorer navigate to the directory below and press enter (it is not case sensitive):
Now right click on the Avigilon directory and click properties then click on the Security tab in the window that opens.
Make sure Users have full permissions to modify the directory and its sub-contents. If Users do not have permission, click on Edit and check the tick box that says “Allow” next to Full control.
Click OK and Click OK.
Renaming Client Directory to Client.old
Step 1: Rename in %ProgramData%\Avigilon Directory
Enter the Avigilon directory and rename the Client directory to Client.old.
Renaming the directory rather than deleting it ensures you can always revert back to the previous settings if required.
Step 2: Rename in %AppData%\Avigilon Directory
Note: It should not be necessary to change access rights on the next set of directories, so proceed directly to just renaming the other Client directories.
Using the method above, navigate to:
This time I will show an example using my preferred method, using run.
You will end up in the Roaming AppData directory.
Now, as before, simply rename Client to Client.old
Step 3: Rename in %LocalAppData%\Avigilon Directory
I think by this time you get the gist of it. Navigate to:
You will end up in the Local AppData directory.
Rename Client to Client.old.
You are now done.
Test the Solution
Now open up ACC client again and check Site Setup to see if the problem persists. You can also check Site Management and the double server issue should be resolved.
If you are happy with the outcome, you can proceed to delete all the Client.old directories although it is not necessary.