Troubleshooting Software Problems - DigiGate

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The following are some of the more common errors that can occur while operating the DigiGate program. If your problem is not in the list, or if after executing the troubleshooting steps it is not resolved, please contact PTI Technical Support.



When doing a Download All Units command, you may receive an "Access Violation" error message. This is typically a result of a corrupt record in one of two databases. To find and eliminate this record, use these steps:

  • Close the DigiWin program, if it is running.
  • Using Windows Explorer, navigate to the C:\Program Files\Digigate folder.
  • Run the program "Dataview.exe" (User ID = digi, password = 1989).
  • Select the button labeled "Open Database".
  • Navigate to the authorized.db file and select it.
    DataView-AccessViolation1.png

  • Look for a blank entry in one of the following fields (UniqueID, TENANTNUMBER,ACCESSNUMBER,UNITNUMBER,or LASTNAME).
  • Do the same thing for the Tenant.db file if you do not find the problem in the authorized.db
  • When you find the line with the problem, select it and use the button with the minus symbol to delete ONLY that line.
  • Continue to check the file to see if there are any remaining corrupt entries.
  • Select the Close Database button and then close Dataview.


If you receive this error message, perform the following steps:

  1. Close the DigiWin program if it is running.
  2. Using Windows Explorer, open the C:\ folder.
  3. Delete the file PDOXUSRS.NET if it is present. Delete any .LCK files if they are present.
  4. Browse to the C:\Digi folder.
  5. Delete the file PDOXUSRS.NET if it is present. Delete any .LCK files if they are present.
  6. Browse to the C:\Program Files\Digigate folder.
  7. Delete the files PARADOX.LCK and PDOXUSRS.LCK from that folder, if present.


  1. The error happens when running DigiGate.
    • No default printer is set, or the default printer is set to FAX. Open the Windows menu for your printers. (This location varies depending on the version of Windows you are using). Either add a default printer if no printers are installed, or change the default from FAX to a different printer.
  2. The error happens when when opening or printing reports.
    • Check your version of DigiWin by selecting Utility then VersionA number designating the current release of the StorLogix product. This allows tracking of updates.. If the version is less than 5.19 (Standard DigiWin) or 6.10 (Remote DigiWin) then a version update is needed. Contact your PTI Security Salesperson.
    • The error can occur if the X box in the upper right corner is used to close the Print Preview window. Use the Close button instead.
  3. The error happens when exiting the DigiGate program.
    • Using the registry editor, delete the HKEY_CURRENT_USER\Software\DigiWin key. Note: This will cause the program to need to be registered again. You will have a 30 day window to do this.
    • If deleting the registry key does not fix the problem, use Windows Explorer to browse to C:\Program Files\DigiGate. Change the file DigiWin.exe to DigiWinX.exe. You will also have to change the Target value for your desktop shortcut as well.
  4. A conflict with the third party programs Corel Draw, Wordperfect, or QuickStor. Contact PTI Technical Support for assistance in resolving this if you have one of these programs installed on your machine.


  • Check that your Windows power settings[1] are set to NOT let the PC "hibernate" or "sleep". If the machine goes into this state it will stop communications on its COM and USB ports and the DigiWin software cannot recover without being shut down and restarted. Set these options to the "Never" setting.
  • The following two items will probably require the assistance of an experienced tech.
    • There may be invalid settings in Windows for the COM port you are attempting to use. Any COM port used must be set to 9600 baud, 8 data bits, 1 stop bit and NO parity. On some machines, the FIFO buffers may need to be set to the lowest setting.
    • If using a DigiPortA device used for communication to a Syscon via a network connection. This can be an internal network, a VPN, or over the internet. A driver is installed on the machine running the DigiGate program and translates the serial data to network packets. These packets are then converted back to serial data and sent on to the Syscon by the DigiPort. to communicate with the Syscon, there may be a configuration problem with the driver or the DigiPortA device used for communication to a Syscon via a network connection. This can be an internal network, a VPN, or over the internet. A driver is installed on the machine running the DigiGate program and translates the serial data to network packets. These packets are then converted back to serial data and sent on to the Syscon by the DigiPort. itself. Refer to the DigiPort Manual for more information.

Notes

  1. These power settings are typically located in your Windows Control Panel / Power Options menu.

The Activity LogThe display window in the DigiGate program that shows the activities that occur at the system. For example: Code entries, bad passwords, alarms, doors opened and closed. etc. Can also refer to the program's database file that stores this information. or Transaction LogDatabase that keeps track of activities that happen at the PC. For example: Move in's, move out's, made delinquent, paid up, etc. is either corrupt or too large to process. Follow these steps to fix the error:

  • You can first try to "Rebuild" the databases using a utility program.
    1. Close DigiGate if it is running.
    2. Use Windows Explorer to browse to C:\Program Files\Digigate.
    3. Locate the program DigiData.exe. Note: Depending on your windows option settings, you may or may not see the .exe extension.
    4. Run the DigiData program.
      DigiGate DigiData.png

    5. In the Alias Name field, select "DIGIGATE" from the drop down list.
    6. In the Table Name field, select "LOGBASE.DB" from the drop down list.
    7. Click on the button labeled Rebuild.
    8. In the Table Name field, select "TRANSACTION.DB" from the drop down list.
    9. Click on the button labeled Rebuild.
    10. Click on ExitTo close a program or window, generally by clicking on the red ⌧ in the upper right corner of the window. Also refers to a user leaving a facility by entering their code at a keypad that operates a gate or door, allowing egress from the site or building. to close the utility.
  • Restart DigiGate and see if you still have the error. If you do, continue with the following steps.
    1. Use Windows Explorer to browse to C:\Program Files\Digigate.
    2. Locate the program DataView.exe. Note: Depending on your windows option settings, you may or may not see the .exe extension.
    3. Run the DataView program.
      DigiGate DataView.png

    4. Click on "Open Database". Select the file LOGBASE.DB then click on Open.
    5. Click the Delete All button located in the upper right of the screen. Confirm the delete, then click Close Database.
    6. Click on "Open Database". Select the file TRANSACTION.DB then click on Open.
    7. Click the Delete All button located in the upper right of the screen. Confirm the delete, then click Close Database.
    8. Click on the X to close the utility.
  • Restart DigiGate and see if you still have the error. If you do, contact PTI Technical Support.


When the PC is not communicating with the Syscon, the DigiGate Activity Log screen may display a "Time Out" Message, or another error message may appear.

This error may be caused by either a hardware issue, or a software issue.

Note that there are numerous things that can cause the communications between the PC and the Syscon to stop. Some sites, notably ones that have the Syscon at a remote location from the PC, add even more complexity to troubleshooting the problem. Using correct troubleshooting practices will speed up the resolution of the problem.

Hardware issues:

  • By far the most common hardware issue is a disconnected cable. This could be a RS-232 cable that is not fastened down to the PC port, or to the Syscon, by its thumbscrews. If a USB adapter is being used, the adapter can be loose in the USB port.[1] Start at one end of the communication path and work your way towards the other end, checking each connection as you go.
  • Most all other hardware issues are a result of damage to the system due to a power surge / electrical storm.

Software issues:

  • Check that your Windows power settings[2] are set to NOT let the PC "hibernate" or "sleep". If the machine goes into this state it will stop communications on its COM and USB ports and the DigiWin software cannot recover without being shut down and restarted. Set these options to the "Never" setting.
  • If using a USB to serial adapter you will have a driver installed on your machine that simulates a COM port. This driver must be set up to use COM1, 2, 3 or 4.

    Notes

  1. Note that if you disconnect a USB adapter and reconnect it, you should plug it back in to the same port. Using a different port may cause the USB to serial driver to stop working and introduce another problem into the system that has the same symptoms as the problem you are trying to fix!
  2. These power settings are typically located in your Windows Control Panel / Power Options menu.


To correct this error, perform the following steps.
  1. Run the program "C:\Program Files\Borland\Common Files\bdeadmin.exe".[1]
    UAE1.png

  2. Select the "Database" Tab, then Click on "Databases".
    UAE2.png

  3. If you see an alias listed for "DIGIGATE", delete it. If not, go on to the next step.
    UAE3.png

  4. Open the object menu and select new. Leave as standard and select OK.

  5. A new entry will appear under Databases with STANDARD highlighted.
    UAE6.png

  6. Rename STANDARD to DigiGate and enter.
    UAE7.png

  7. To the right under Definition, in the “PATH” field click on the box with the three dots.
    UAE8.png

  8. Navigate through the browse function to C:\Program Files\Digigate and click OK.
    UAE9.png

  9. Set “DEFAULT DRIVER” to PARADOX, and “ENABLE BCD” to FALSE.
    UAE10.png

  10. Select apply in the Object Menu and Save all Edits and ExitTo close a program or window, generally by clicking on the red ⌧ in the upper right corner of the window. Also refers to a user leaving a facility by entering their code at a keypad that operates a gate or door, allowing egress from the site or building..

  11. Operation Complete. Digigate should now run without the error.

Notes

  1. In some systems, this program may be located in the folder "C:\Program Files\Common Files\Borland Shared\BDEShort for Borland Database Engine, which is the database type used by DigiGate." instead.