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Genetec ClearID User Guide
Learn how to set up and use ClearID in Security Center SaaS.
Troubleshooting
Troubleshoot common issues that can occur.
Visit email notifications not received by visitors
If email notifications aren’t received by visitors, check that the visit event request has been approved.

Deployment guide
Learn how to install and connect your Security Center SaaS application.
User guide
Learn about Security Center SaaS.
Genetec ClearID User Guide
Learn how to set up and use ClearID in Security Center SaaS.
- Getting started
  Learn about the ClearID self-service physical access management solution.
- Requirements
  Check your compatibility and deployment requirements.
- Managing identities and users
  Learn how to manage identities and users.
- Managing sites
  Learn how to manage sites.
- Managing areas
  Learn how to manage areas.
- Managing visitors
  Learn how to manage visit requests and access requests.
- Managing visitor watchlists
  Learn how to manage visitor access using watchlists.
- Synchronizing data
  Learn how to connect ClearID to other systems.
- Self-Service Kiosk
  Learn about the ClearID Self-Service Kiosk mobile app that simplifies visitor management and check-in.
- Troubleshooting
  Troubleshoot common issues that can occur.
  - Visit email notifications not received by visitors
    If email notifications aren’t received by visitors, check that the visit event request has been approved.
  - Visitor hosts fields in Genetec Operation are empty
    If the Visitor hosts fields in Genetec™ Operation desktop are empty, then 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 doesn’t work as expected, you can perform extra troubleshooting steps.
  - Self-Service Kiosk label printer issues
    If the Genetec ClearID™ Self-Service Kiosk label printer isn’t performing as expected, you can check the configuration, check the hardware, or perform extra troubleshooting steps.
Additional resources
Review the supported device list and other resources.
Glossary

Visit email notifications not received by visitors

2024-06-21

If email notifications aren’t received by visitors, check that the visit event request has been approved.

Cause

Visit email notifications aren’t received because the visit event request wasn’t approved.

Solution

Review any visit event requests to identify the request waiting for approval:

Approve area access requests.
Approve visit events.