How to address server inactive errors in the registered ACTAtek device?

Additional Notes

When adding a new user, the registered ACTAtek device is required to communicate with the AMS server and its back-end database to verify that the newly added "User ID" is not duplicated. If communication fails, the device reports "Server Inactive." during the enrollment process.

Common Causes of "Server Inactive" 

The error typically occurs when registering new users , and is usually related to connectivity between the registered ACTAtek device and the AMS server:

• • Network/Server Problems: The AMS server may be temporarily unavailable, or there may be a network connection issue preventing communication with the AMS web service.

  • Database Issues: The AMS back-end SQL server may not be running properly, causing failures when adding new user data.

  • IP Address Change: If the AMS IP address has changed, the device’s [Access Client Setup] web page may not be updated, requiring the device to be re-registered. In some cases, a change to the AMS server IP has been the root cause.

    Note: If device re-registration with AMS is required, please ensure that a full system backup is performed and that all up-to-date event log data has been synchronized with the AMS database.

  • Firewall/Port Blocking: Firewall or antivirus software may block port 443 (HTTPS) /80 (HTTP) or the IP range used by registered devices.

  • SOAP Fault / Host Resolution Failure: Device logs may show errors such as:
    • XXXX ACTA4 local0.notice Accessclient[1172]: SOAP Fault-IsRegistered2: [Try Again]
    • XXXX ACTA4 local0.notice Accessclient[1172]: SOAP Fault-IsRegistered2: [SOAP FAULT: SOAP-ENV:Client "Try Again" Detail: get host by name failed in tcp_connect()]
    • This indicates the device failed to resolve the AMS host name during TCP connection, often due to the registered device's DNS settings or network configuration issues.

Troubleshooting Steps

The following solutions have been effective in resolving the issue:

• Re-register the Device: If the terminal shows offline or continues to report "Server Inactive," unregister the device from AMS and then re-register it.

Note: Please ensure that a full system backup is performed and that all up-to-date event log data has been synchronized with the AMS database.

• Verify AMS Connectivity:

  • Test if the device can reach the AMS web service by pasting the AMS HTTPS endpoint URL into a browser. The Access Services page should display.

  • Enable the “AMS Host Offline Network Test” option in the device’s Access Client Setup page before re-registering to check network communication status.

  • Note: Please refer to the on-line KB article link for more information about how to enable it, and ensure that a full system backup is performed and that all up-to-date event log data has been synchronized with the AMS database.

• Check Device and Network Settings:

  • Ensure the device’s IP settings are valid, static, and reachable from the AMS server.

  • Confirm DNS server settings are correct and functional.

  • Verify that AMS ports are allowed through Windows and network firewalls.

• Review System Logs:

  • Access the device’s System Log file (e.g., http://[device IP]/system.log) and check for errors such as “Host not found” or “Connection reset by peer,” which indicate communication failures with the AMS server.