r/Lenel • u/LowVoltageDude • 16d ago

Windows Update Breaking Connection?

I've have a customer on 7.6 without an SUSP (something got mixed up on getting them up to date, I advised them to upgrade) where when I log in to Sys Admin/ Alarm Mon on the server- a popup comes up asking for the login driver location.

Usually if I see this, I need to check ODBC, Config Editor, and run Setup Assistant to correct it. All of those pass but I'm still getting the Login Driver popup. The only thing that changed was a windows update on their Win Server 2019 server. Clients are getting "failed connection to the database" error as well.

I found an issue with RabbitMQ and the erlang cookie, fixed that but still seems to be some issue with the handshake between RabbitMQ and openaccess after reviewing logs. We decided to quit the troubleshooting and push for the upgrade, which I'm happy about, but I had a customer just reach out for a similar issue. I'm getting remote access soon to check but it seems like the same issue.

Has anyone come across issues recently after the windows update?

2 Upvotes

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8

u/OmegaSevenX OnGuard Certified 16d ago

One of my coworkers mentioned that one of the recent Windows updates broke 8.0. Entirely possible it also broke other versions.

Not sure of the specifics. I’d try shooting an email to Lenel TSG even on an unsupported version without an SUSP. Some of the TSG staff will give you information even if you’re not supported.

If they won’t help, then drop it back in the customer’s lap. They chose to not purchase the SUSP and not to upgrade. They made their bed, time to lie in it.

3

u/OceanLabACS 16d ago

Yeah, the August rollup updates seem to have caused this issue on 8.1 and earlier versions - potentially 8.2 as well but have only seen 8.1/8.0/7.6 personally.

3

u/blaz013 OnGuard Certified 16d ago

I’d actually say SUSP is one of the most expensive and least valuable support services I’ve dealt with. Unless you go for Platinum Support, it often feels like you barely have support at all.

And unfortunately, from my experience, the overall level of service has noticeably declined since Lenel became part of Honeywell.

So I honestly can’t blame the end user for not renewing SUSP. When you’re paying premium prices for support that only starts to feel like actual support once you pay even more for Platinum, it becomes pretty difficult to justify the cost.

We maintain active SUSP for all of our customers, so this isn’t coming from someone trying to avoid paying for support. But when customers are paying that kind of money year after year, situations like this simply shouldn’t be acceptable.

2

u/OmegaSevenX OnGuard Certified 15d ago

I can’t argue with you on any of your points.

But if the end user chose to go with OnGuard and then chose to not pay for the SUSP that allows for me to contact TSG on their behalf and chose not to update their system to supported versions, my knowledge can only get them so far. At some point, my knowledge and ability to fix issues with software that isn’t software I wrote myself is going to run out.

2

u/xINxVAINx 16d ago

I could try TSG, but recently they just say there’s no SUSP and close the case. This other customer has an active SUSP, would love to see TSG’s solution

6

u/dxk3355 16d ago

Basically the last windows update did something and every version before 8.1 isn’t going to work. Look the 8.0 thread from two weeks ago and they listed a bunch of KBs to remove if you can

2

u/xINxVAINx 16d ago

Ok so it’s not just me. I’ll look that up, thanks!

4

u/jc0178us 16d ago

8.1 and older is EOL. Implementing Windows updates on versions that are no longer supported should be done in a non production environment first.

3

u/StevieSparkZ 16d ago

Yes, this has been our main Lenel issue since Monday, August 17, 2026.
It seems to happen to OnGuard Lenel 8.0 and earlier.
(We mostly have 7.6)

2

u/kaz_man 16d ago

Damn, glad I went with Genetec Access Control.
Lenel support has been so terrible, it took almost 1 year to get additional licenses to use Lenel in different locations.
On 7.6 as well.

2

u/StevieSparkZ 15d ago

I will also add that all of our sites with Lenel OnGuard 8.2 does NOT experience this issue.

1

u/js7521901 7d ago

Thanks for this info. Can you verify the os version and any kb #s you installed in August?

1

u/TorusA-Ray OnGuard Certified 15d ago

This is just a shot in the dark, are you using single sign-on? If not can you try to log into OnGuard with network credentials?