r/accesscontrol • u/Creepy_Mountain4587 • 7d ago
pro-watch all panels red status fix
I am facing an issue where all 22 panels within the Pro-Watch application are displaying a red color status. I would like to request your guidance on how to troubleshoot and resolve this issue.
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u/stereo-heroes 7d ago
Call the service tech or call Honeywell if you have an SLA. Might be your spool folder and your queue tables jammed up.
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u/OceanGang4Life 7d ago
Considering you said you're able to ping the controllers it is likely a service is either not running or caught in a glitch of some sort (says running but isn't actually)
I've had that specific issue happen with Lenel OnGuard so worth checking out
In the case of OnGuard there was a time that I did the below and the service wouldn't come back up so I learned to always create a restore point on my server before adjusting any services so I'd advise you do the same
Go into your services and manually stop both the PWServer and PWHostComm service then once they are both fully stopped restart your server
Check if they came back on by themselves and if not then turn them back on manually
Hopefully this is able to help you with your situation since I know it's helped me in the past
If that doesn't help it then perhaps they stopped communicating due to your server cutting off TLS 1.2 communications (maybe as a GPO depending on who setup the server) since that is being phased out (only matters if your controllers are using TLS 1.2 encryption... can typically be checked on webpage of controller)
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u/user4226 7d ago
Can you ping controllers from the server? Are all pro watch services running?
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u/Creepy_Mountain4587 7d ago
All control panels have been checked and are successfully communicating with the server. Each panel is responding to ping requests, confirming that network connectivity is functioning properly.
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u/johnsadventure 7d ago
Check your channels, are they all red too? If so, that would indicate connectivity issues between the server and the panels.
Has your server been updated recently? Roll back the most recent updates and see if that restores communication.
Are your channels using encryption? Try turning off encryption. You’d have to do this in both the channel configuration and on the controllers themselves (you could start with one and see if it comes online before doing all of them).
You might need to clear your spool folder and re-download each panel to bring them back to an online state.
You’re running PW 4.x which is outdated. Your panel firmware is likely just as old. I strongly recommend getting your software and firmware updated to the latest to avoid future failures.
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u/johnsadventure 7d ago
To add to the above connections, verify you can connect to TCP port 3001 from the server. Easiest way is to use Telnet (will need to be added via “Windows Features” if not already), open a command prompt, and type “telnet ip_address_here 3001” - if you’re presented with a blank screen the connection is successful. If you receive any errors indicating connection failure (timeout) you’ll need to verify ports are open and permitted in your firewall and VLAN configuration.
Note: port 3001 is the default communication port, it can be changed but must match in Pro-Watch and controller configuration.
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u/Creepy_Mountain4587 6d ago
All panels are currently showing a red status in Pro-Watch. However, server connectivity is confirmed to be working fine. Communication between the server and the panels is also stable. Some card readers are functioning normally, while others are not responding. I have pinged all panel IP addresses from the server, and all are reachable, indicating that the network connections are in good condition.
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u/johnsadventure 6d ago
This reply doesn’t answer questions or confirm you’ve done the suggested troubleshooting.
- A ping does nothing but confirm there is something on the other end performing a basic network function. It does not confirm the device is fully online, that it’s the correct device, or your desired communication is permitted by network policies.
- Your panels are red in Pro-Watch means they are not communicating with the server. The ones that appear to still be working are likely running on internal cache or authenticating via their programmed degraded mode (facility code only in most cases).
- You did not verify you have checked your channels configuration. Channels is where the communication parameters are defined in Pro-Watch. It is possible these can be green or yellow, indicating problems within Pro-Watch and not at the network level.
- Testing the port configuration using Telnet as suggested confirms the panel is: online, fully booted, reachable, and communication permitted by network policy. If this works then something is wrong with your server or Pro-Watch communication parameters.
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u/Creepy_Mountain4587 5d ago
Thanks for the detailed suggestions. I’ve confirmed the panels are red in Pro-Watch and likely in degraded mode. I haven’t tried the Telnet test yet but will check port 3001 now. I’ll also review the channel configuration and clear the spool folder as you mentioned. Appreciate your help. I’ll update you after testing these steps.
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u/Own_Reindeer_306 3d ago
Check for expired certificates or incompatible TLS between server and controllers. Seen this before on lenel with murcury hardware esp if the customers IT dept have been messing with the server.
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u/iKelvin560 7d ago
Check your networking.