Troubleshooting GuardPoint10 Server Transaction Delays

Overview

If transactions are delayed or not appearing in GuardPoint10, the issue is typically related to how events are processed between controllers, services, and the SQL database.

In a standard setup:

• Controllers send events to the AcsNMService

• Events are written temporarily as files

• These are then inserted into the SQL database

• Finally, they are displayed in the Event Log

The key services involved are:

• AcsNMService – handles controller communication and event collection

• GPPServer – processes data and updates the database and GUI

Step 1 – Backup the System

Before carrying out any troubleshooting:

• Backup the AC8Default (Main Database)

• Backup the AC8Journal (Journal Database)

• 

Step 2 – Check Transaction Processing Folder

Navigate to:

C:\ProgramData\ACS\NM\Split\PolEvt1

Expected Behaviour

• Folder should be empty

• Only a subfolder named “messages” should exist

Issue Indicator

• Large number of files in this folder
  → Transactions are not being written into the database

Resolution

1. Enable Debug by Diagnostics

2. Perform:

   • Reset NM Activity

   • Clear any pending transactions

This forces the system to reprocess stuck transaction files.

Step 3 – Check Antivirus Interference

Antivirus software can significantly impact performance by scanning every transaction file created.

Symptoms

• Slow or delayed events

• Intermittent transaction appearance

• High disk activity

Resolution

• Add exclusions for:

  • C:\ProgramData\ACS\

  • GuardPoint10 installation directory

  • SQL Server directories
    
    

Note: Antivirus interference is a known cause of performance issues and should always be checked. 

Step 4 – Check Database Size Limits

GuardPoint10 uses two databases:

• AC8Default – system database

• AC8Journal – event log database (can grow very large)

Important

• SQL Express has a 10GB size limit

• If exceeded:

  • Performance will degrade

  • Transactions may be delayed

What to Check

• Database size in SQL Server Management Studio

• Focus especially on AC8Journal

Resolution

• Archive or reduce journal size

• Upgrade SQL version if needed

Step 5 – Check Software Version

Ensure the system is running the latest version of GuardPoint10.

• Current version: 1.160.4

• Check via:

  Help → License

New versions include:

• Performance improvements

• Bug fixes related to event handling

• Database and service optimisations

Step 6 – Check Disk Performance & Free Space

GuardPoint10 is heavily dependent on disk performance.

What to Check

• Free disk space (minimum 20GB recommended for server)

• Disk read/write speed

Recommended Tool

• CrystalDiskMark

• https://crystalmark.info/en/software/crystaldiskmark/

Expected Performance

• Ideally >1000 MB/s (SSD)

Symptoms of Poor Disk Performance

• Slow transaction processing

• Backlog in NM folder

• General system lag

Step 7 – Check Network Latency

A consistent delay (e.g. ~5–10 minutes) can indicate network-related issues.

What to check

• Ping from:

  • Controller network → Server

  • API source → Server

Look for

• High latency

• Packet loss

• Intermittent connectivity

Impact

• Transactions are delayed before reaching the server

• API events queue instead of processing in real time

Step 8 – Check Firewall / Traffic Inspection

Firewalls may allow traffic but still introduce delays through inspection or throttling.

What to check

• Windows Firewall

• Site firewall / router

Common Issue

• Deep packet inspection delaying:

  • Controller communication

  • API traffic

Resolution

• Whitelist:

  • GuardPoint10 services

  • SQL Server

  • API ports (HTTP/HTTPS)

Step 9 – Check Controller Communication Stability

Even if controllers are initialised, communication may still be unstable.

Symptoms

• Doors operate normally

• Events appear late in software

This indicates controllers are operating in standalone mode, while communication with the server is delayed

What to check

• Controllers online status

• Communication interruptions

• Network reliability

Step 10 – Check Time Synchronisation

Ensure all system components are using the same time.

Check

• Server time

• Controller time

• API system time

Impact

• Mismatched time can make events appear delayed or out of order

Step 11 – Check System Resource Usage

High system load can cause transaction queuing.

What to check

• CPU usage

• RAM usage

• Disk utilisation

Typical Symptoms

• Delayed API transactions

• QR events appearing late

• General system slowdown