System information

Forced logouts happen in the following circumstances:
• If a session times out, the user is logged off and returned to the logon screen.
• If the computer running the Ready Access Portal software restarts, users return to the login screen with their
next click.
• After a Metasys system Administrator clicks the Start Update button, the Ready Access Portal logs the Metasys
system Administrator out of the system immediately. All other users return to the logon screen with their next
click.
Ready Access Portal Troubleshooting
Problems that occur during use of the Ready Access Portal software write to a .txt log file in this location:
C:\Program Files\Johnson Controls\MetasysRAP\software_version\app\log\log.txt
C:\Program Files (x86)\Johnson Controls\MetasysRAP\software_version\app\log\log.txt (Windows Server® 2008
R2 OS, 64-bit)
Note: software_version represents the version of the Ready Access Portal software you have.
Note: If you install the Ready Access Portal software on a drive other than C, browse to that location.
Table 17 contains troubleshooting information for the Ready Access Portal UI.
Table 17: Ready Access Portal UI Troubleshooting
SolutionProblem
This problem occurs when Ready Access Portal is not
uninstalled and reinstalled on the computer during the
rename process.
To resolve this problem, uninstall Ready Access Portal
software and delete the Ready Access Portal database
before you rename the computer. Refer to the Ready Access
Portal Software appendix in the ADS/ADX Turnkey User’s
Guide (LIT-12011177) for details.
After renaming the computer running Ready Access Portal, a
graphic does not display and you see the following message:
Unable to display graphic due to unanticipated
circumstances.
To resolve this problem:
1. Open Internet Explorer 10 on the client computer that
you use to browse to the Ready Access Portal UI.
2. On the Tools menu, verify ActiveX Filtering is not
selected. If it is selected, click to clear the selection.
3. On the Tools menu, select SmartScreen Filter > Turn
off SmartScreen Filter. The Microsoft SmartScreen Filter
window appears. (If the selection is Turn on
SmartScreen Filter instead, skip these steps because
the filter is already off.)
4. Click OK to turn off the SmartScreen Filter.
5. Verify you can log in to the Ready Access Portal UI.
Note: If you continue to experience problems logging in
to the Ready Access Portal UI after you configure
the previous settings, add the URL for the Ready
Access Portal server as a trusted site under Internet
Options > Security tab > Trusted Sites.
The Ready Access Portal accepts user name and password
credentials, but the user interface does not appear using a computer
with the Windows® 7 operating system and Internet Explorer® 10
web browser.
36Ready Access Portal Help