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Troubleshooting
Troubleshoot common issues that can occur.
Connectivity issues (One Identity Synchronization Tool)
If you encounter connectivity issues when using the Genetec ClearID™ One Identity Synchronization Tool, check your API integration or Azure AD application connection details.

About ClearID
Learn about the ClearID self-service physical access management solution.
What's new
Check out what's new in the latest update to ClearID.
Deployment preparation
Check your compatibility and deployment requirements.
Account configuration
Learn how to configure and customize the ClearID portal.
ClearID plugin
Learn how to download and install the plugin.
Managing identities and users
Learn how to manage identities and users.
Credential synchronization
Managing sites
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Managing visitors
Learn how to manage visit requests and access requests.
Managing areas
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Managing visitor watchlists
Learn how to manage visitor access using watchlists.
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Connecting to other systems
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Visitor management devices
Learn about the ClearID Self-Service Kiosk mobile app that simplifies visitor management and check-in.
Troubleshooting
Troubleshoot common issues that can occur.
- Plugin installed, but missing from Security Desk and Config Tool
  If the Properties tab for the plugin is missing, then the plugin is not installed on your local machine. The plugin must be installed on a Genetec™ Server (main or expansion).
- Plugin role could not find file with certificate
  When adding the Genetec ClearID™ plugin role, the role is unable to start and cannot find the file with the certificate.
- Custom fields not displayed in Security Desk
  If custom fields are not displayed in Security Desk, check the user privileges and ensure that the relevant user or user groups have been configured for the custom field.
- No active account found for user
  If no active account was found for the user during single sign-on (SSO) logon, use another identity or grant access to the Genetec ClearID™ web portal.
- Visit email notifications not received by visitors
  If visitors aren't receiving email notifications, check that the visit event or visit area request has been approved.
- Visitor hosts fields in Security Desk are empty
  If the Visitor hosts fields in Security Desk are empty, the Cardholder groups can escort visitors setting might not be configured correctly for Genetec ClearID™.
- Connectivity issues (One Identity Synchronization Tool)
  If you encounter connectivity issues when using the Genetec ClearID™ One Identity Synchronization Tool, check your API integration or Azure AD application connection details.
- Data synchronization issues (One Identity Synchronization Tool)
  If you encounter connectivity issues when using the Genetec ClearID™ One Identity Synchronization Tool, check your service logs for errors. To help you troubleshoot the issue, learn about the possible causes and their respective solutions.
- Self-Service Kiosk issues
  If the Genetec ClearID™ Self-Service Kiosk check-in function or the kiosk does not work as expected, you can troubleshoot the issue.
- Self-Service Kiosk label printer issues
  If the Genetec ClearID™ Self-Service Kiosk label printer is not performing as expected, you can check the configuration, check the hardware, or perform additional troubleshooting steps.
Additional resources
Need tech support or product information? Check out these resources.
Glossary

Connectivity issues (One Identity Synchronization Tool)

2026-01-22

If you encounter connectivity issues when using the Genetec ClearID™ One Identity Synchronization Tool, check your API integration or Azure AD application connection details.

To help you troubleshoot the issue, learn about the possible causes and their respective solutions.

Unable to connect to Genetec ClearID

Description: The synchronization tool is unable to connect to ClearID.

Solution: Review the One Identity ConfigurationTool logs.

Open the One Identity Synchronization Tool, click and then click Open logs folder.
Tip:
You can also open the ConfigurationTool logs manually here:
```
%ProgramData%\Genetec\OneIdentity\Logs\ConfigurationTool
```
Review the One Identity ConfigurationTool logs for error messages related to ClearID connectivity issues.
Check your API integration connection.
1. Click Administration > Automation and select your API integration.
2. Check that your API integration key and Client ID details are correct.
Check your connection settings.

Unable to connect to Azure AD

Description: The synchronization tool is unable to connect to Azure Active Directory.

Solution: Review the One Identity ConfigurationTool logs.

Open the One Identity Synchronization Tool, click and then click Open logs folder.
Tip:
You can also open the ConfigurationTool logs manually here:
```
%ProgramData%\Genetec\OneIdentity\Logs\ConfigurationTool
```
Review the One Identity ConfigurationTool logs for error messages related to Azure AD connectivity issues.
Check your Azure AD application connection details.