MAXPRO VMS/Viewer 3.

00 SP2 Recommendation
and Upgrade Technical Note
This technical note documents lists how to troubleshoot common problems that might arise while
upgrading the MAXPRO VMS/Viewer 3.00 SP2. It also lists the recommendations to upgrade the MAXPRO
VMS/Viewer 3.00 SP2.
If you have questions concerning this document, please contact Honeywell Technical Support. See the
back cover for contact information.

1. After upgrading while launching the VMS client, in some systems Unknown Publisher
error message is displayed as shown below.

How to resolve:
- If you run the TrinityRenderingServer.exe as an administrator then this error is not
displayed.
Click Run to continue.
2. When the user attempts to logon to VMS Client, Server Error message is displayed.
How to resolve: Perform the following steps:
1) Close the VMS Client application (MMShell.exe).
2) Browse the VMS install path. The default path is C:\Program
Files\Honeywell\Trinityframework\bin.

Document: 800-15347V1 09/2013

3) Locate the MMShell.exe.config file.

4) Right click the MMShell.exe.config file and then choose Open with > Notepad.
5) Paste the following three XML code lines at the end of the file as shown below:
<runtime>
<loadFromRemoteSources enabled="true" />
</runtime>

6) Click File > Save to save the file.

7) Repeat the steps 1 through step 6 for TrinityRenderingServer.exe.config file and paste the XML
code lines as shown below.

Document: 800-15347V1 09/2013

3. While logging on to VMS Server, Server Connection Time out error message is
displayed.
Cause: The possible cause is:

Some of the License components might not be loaded properly.

Verify: Perform the following to verify the issue:

Access the TrinityServerService.log file from the installed path (C:\Program

Files\Honeywell\Trinityframework\log) and check the license related errors. For Example: Not
able to read License.usg file, License read timeout, Unable to read license file, HTSL License
Adapter fails to load.

How to resolve:
Resolution 1: Perform the following steps:
1) Uninstall the Softkey software from the Add and Remove Programs window as shown below:

2) Reinstall the SoftKey software.

To reinstall the SoftKey software perform the below steps:
a. Browse the SoftKey software from the R300 setup, Prerequisites > Softkey.
b.

Double click the SoftKey.msi and follow the instructions in the wizard to complete the
installation.

Note: After re-installing the SoftKey software, the license version returns to Demo state but the existing
configuration remains same.

Document: 800-15347V1 09/2013

3) Re-apply the license specific to the site. If the license is not available in the PC, please contact
Honeywell Customer service with your PO number.
Resolution 2: If the above resolution does not resolve the issue then apply the
MAXPRO_VMS_R300_SP2_Build224_HtsLicensing_Patch (EC-36730 , P/N: 500-00918V6-T2)
which can be downloaded from Agile to resolve the issue.
Resolution 3: If the issue still persists then check if there is any access violation by performing the
following steps:
1) Choose Start>Run, and then type wbemtest. The Windows Management Instrumentation
Tester dialog box appears.

2) Click Connect. The Connect dialog box appears.

3) Click Connect.
4) In the IWbemServices, click the Query tab. The Query dialog box is displayed.

5) Type SELECT * FROM Win32_DiskDrive and then click Apply. The Query Result window is
displayed.

Document: 800-15347V1 09/2013

If the query runs successfully without any error messages then there is no access violation.
If the query fails to run and an error message is displayed then you should re-image the PC to solve the
issue.
4. After upgrading, rarely VMS/Viewer Client does not display the video, if Smart VMD
feature is enabled in MAXPRO NVR.
How to resolve:
It is recommended to apply the MAXPRO_VMS_R300_SP2_Build221_SmartVMD_Patch
(500-00918V6-T1) after upgrading it to 3.00 SP2 to resolve the issue.
To access the patch, perform the below steps:
1) Download the patch from Honeywell Download Center"
https://www.hascim.com/CIM/login.aspx
2) Execute the patch.
5. From Pro-Watch, while logging on to MAXPRO VMS Server, the channel connection
does not get established.
Cause: The possible cause is:

The hostname of MAXPRO VMS Server might not be getting resolved to a proper IP Address.

Verify: Perform the following to verify the issue:

Access the debug logs file which displays an error message as Remoting object not able to
create

How to resolve:
It is recommended to apply the MAXPRO_VMS_R300_SP2_Build224_HtsLicensing_Patch
(EC-36730 , P/N: 500-00918V6-T2) after upgrading the MAXPRO VMS to SP2.

Document: 800-15347V1 09/2013

Recommendations for MAXPRO VMS R300 SP2

The following are the recommendations for MAXPRO VMS R300 SP2 w.r.t MAXPRO NVR 2.5.
1) MAXPRO VMS R300 SP2 is specific to MAXPRO NVR 2.5 integration and it is smoke tested
with the following recorders:
a. Rapid Eye
b.

Enterprise

c.

IP Engine

d.

Fusion

e.

HRDP

2) MAXPRO VMS R300 SP2 contains fixed issues and new features which are only for MAXPRO
NVR 2.5 integration.
3) MAXPRO VMS R300 SP2 is recommended for any site with the following deployment scenarios:
a. Only MAXPRO NVR 2.5.
b.

MAXPRO NVR 2.5 along with any of the recorders mentioned above.

4) MAXPRO VMS R300 SP2 is not recommended for any site which does not have MAXPRO NVR
2.5 and also it should not contain fixes or additional features specific to any integration apart from
MAXPRO NVR 2.5.

Document: 800-15347V1 09/2013

Honeywell Security Products Americas (Head

Office)
2700 Blankenbaker Pkwy, Suite 150
Louisville, KY 40299, USA
www.honeywell.com/security
+1.800.323.4576

Honeywell Security Northern Europe

Amprestraat 41
1446 TR Purmerend, The Netherlands
www.honeywell.com/security/nl
+31 (0) 299 410 200

Honeywell Security Europe/South Africa

Aston Fields Road, Whitehouse Industrial Estate
Runcorn, WA7 3DL, United Kingdom
www.honeywell.com/security/uk
+44 (0) 1928 754 028

Honeywell Security Deutschland

Johannes-Mauthe-Strae 14
D-72458 Albstadt, Germany
www.honeywell.com/security/de
+49 (0) 7431 801-0

Honeywell Security Products Americas

Caribbean/Latin America
9315 NW 112th Ave.
Miami, FL 33178, USA
www.honeywell.com/security/clar
+1.305.805.8188

Honeywell Security France

Immeuble Lavoisier
Parc de Haute Technologie
3-7 rue Georges Besse
92160 Antony, France
www.honeywell.com/security/fr
+33.(0).1.40.96.20.50

Honeywell Security Pacific

Level 3, 2 Richardson Place
North Ryde, NSW 2113, Australia
www.asia.security.honeywell.com
+61.2.9353.7000

Honeywell Security Italia SpA

Via della Resistenza 53/59
20090 Buccinasco
Milan, Italy

Honeywell Security Asia

35F Tower A, City Center, 100 Zun Yi Road
Shanghai 200051, China

www.honeywell.com/security/it
+39 (0) 2 4888 051

www.asia.security.honeywell.com
+86 21.5257.4568
Honeywell Security Middle East/N. Africa
Emaar Business Park, Sheikh Zayed Road Building
No. 2, Office No. 30 Post Office Box 232362 Dubai,
United Arab Emirates
www.honeywell.com/security/me
+971 (0) 4 450 5800

Honeywell Security Group Espaa

Avenida de Italia, n 7, 2a planta
C.T.C. Coslada
28821 Coslada, Madrid, Spain
www.honeywell.com/security/es
+34.902.667.800

www.honeywell.com/security
+1.800.323.4576 (North America only)
https://www.honeywellsystems.com/ss/techsupp/index.html
Document 800-15347V1 09/2013
2013 Honeywell International Inc. All rights reserved. No part of this publication may be reproduced by many means
without written permission from Honeywell. The information in this publication is believed to be accurate in al respects.
However, Honeywell cannot assume responsibility for any consequences resulting from the use thereof. The information
contained herein is subject to change without notice. Revisions or new editions to this publication may be issued to
incorporate such changes.

Document: 800-15347V1 09/2013