Troubleshooting Software Problems - DigiGate

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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.


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.

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.


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