XPressEntry synchronizes user, badge, and access-level data with your access control system (PACS) through a Data Manager connector. When a sync fails, partially fails, or completes but leaves doors/devices showing the wrong status, the cause is usually one of a handful of known, specific issues rather than a single general “sync problem.” Answer the questions below to find the right fix quickly.
Start with the exact error text #
If your sync log or an error dialog shows specific text, check the Known Sync Error Messages — Quick Reference first — it’s the fastest way to get to the right article.
No exact error text? Answer these questions: #
Are doors/readers showing offline in Genetec Security Center, even though the sync itself completed without an error? → Genetec Doors Showing Offline After Sync — CloudLink Reader-Timeout Setting
Did a custom field or UDF that used to sync correctly suddenly stop populating on your PACS? → Custom Field / UDF Mapping Stopped Saving to Your PACS
Are you on Lenel OnGuard and getting a 401 Unauthorized or Invalid Application ID error? → OnGuard “401 Unauthorized” / “Invalid Application ID”
Did this start right after a Windows update or a server/Data Manager migration? → MSMQ Queue Permission Errors After a Windows Update or Server Migration
Are you seeing a “Too Many Connections” fault, especially on a Pro-Watch (WINPAK) integration? → “Too Many Connections” Sync Error
Does the sync log mention a SQL permission error (“SELECT permission was denied”)? → SQL Server “SELECT Permission Was Denied”
Did this start right after you upgraded or renewed your PACS license, and none of the above matches? → When Sync Failures Aren’t Customer-Fixable: PACS API/Version Incompatibility — this walks through what to send Technical Support rather than a self-service fix, since this category typically needs an engineering-level investigation.
Still not sure? #
Use Custom Sync (right-click the sync button in the XPressEntry desktop application) to isolate a specific table when troubleshooting, or to speed up re-testing on a large site. If none of the articles above match your symptom or error text, contact the Telaeris Helpdesk with:
- The exact error text from the sync log
- Your PACS vendor and version
- Whether this started after any recent change (upgrade, migration, license renewal, Windows update)
