A Secret to Tech Support’s Success: Attention to Detail
A customer was having a significant issue with his access control system. It was crashing immediately every time he launched it, rendering DNA Fusion unusable. He was not able to create badges or edit personnel. The customer could not figure it out on his own. Therefore, he called Technical Support at Open Options, trusting their reputation for resolving complex issues.
Zack Davis, the Tech Support Supervisor, dug into the issue by checking the DNA Driver logs. He discovered that the logs were showing a massive amount of controller functions but did not point to any specific controller. The error logs were indicating the driver was getting overwhelmed with commands, which was causing it to crash.
He implemented a SQL script that disabled all the controllers, allowing the driver to start back up and for DNA Fusion to launch without issues. Then he started to enable the controllers one by one. While enabling the second controller, the error appeared, and he was able to isolate it.
“A host-based macro had been programmed in DNA with a loop condition on a camera call up function,” explained Nic Robran, Vice President of Customer Support at Open Options. “Zack verified this with a report and found 30,000 pages of that event being executed before the driver crashed. Once he found the problem, he removed the host-based macro that was causing the issue and enabled the remaining controllers.”
Subsequently, DNA Fusion remained stable and all the controllers came back online without issue. He verified that the system was 100% back online and operational.
“The customer was extremely happy that their system was back online,” added Robran. “And they were able to once again create badges and edit personnel.”