Remote Guard diagnostics¶
Remote Guard Diagnostics provides the detailed call and event history spanning AllBox, portal, operator, Immix, Virtual Agent, device status, providers, and access-control activity. It is available to platform administrators and is read-only.
Open General Administration and select Remote Guard Diagnostics. The dialog starts at the previously selected site when present, or All Sites. The date range defaults to the preceding seven days.
Filter calls¶
Main filters are Site, Call Status, and Search. Advanced filters include:
- From and To date-time;
- AllBox and explicit Device Id;
- exact Call Id;
- Overall Status, Direction, and Call Source;
- operator name or user identifier;
- minimum and maximum duration in whole minutes;
- Active only, Ended only, Billable only, and Problems only.
Select one site before filtering by AllBox. The AllBox list contains configurations with device identifiers. Search matches call ID, device and AllBox identity, Immix and monitoring identifiers, operator, direction, source, call and overall statuses, and reason.
The date range matches a call when any of its created, requested, first-connected, last-event, or ended timestamps falls inside the range. It is therefore broader than a Requested-date filter.
Active only and Ended only are mutually exclusive in the UI. Terminal statuses used by these filters are Completed, Ended, Failed, Timed Out, and No Active AllBox Call. Billable only requires recorded billable duration greater than zero.
Problems only includes Failed, Timed Out, or No Active AllBox Call status; any reconnect; or reasons containing disconnect, inactive, error, failed, or timeout. It is a diagnostic text/status filter and may not include every operational complaint.
Read the call grid¶
| Column | Interpretation |
|---|---|
| Device / Site | Resolved AllBox or device identity and site. |
| Requested / Connected / Ended | Recorded lifecycle timestamps, displayed using the call site's time zone when available. |
| Duration / Billable | Total and billable seconds displayed as minutes and seconds. |
| Overall | Rolled-up call result. |
| Status | Current or most recently recorded lifecycle status. |
| Direction / Source | How and where the call originated. |
| Call Id | Primary cross-system call identifier. |
| Operator | Recorded operator identity. |
| Reconnects | Number of reconnection attempts or cycles recorded for the call. |
| Reason | Condensed diagnostic explanation. |
| Immix Event | Associated monitoring-platform event identifier. |
Some underlying provider names are deliberately presented as generic Video or Phone sources. Use the stored Call Id, event timeline, and approved backend logs when a provider-specific trace is required.
Call events¶
Open the eye action or double-click a call. Remote Guard Call Events is a chronological, paged timeline for that Call Id and initially sorts oldest first.
Filter by Event Category, Actor Type, search, exact event type, source, status, actor, date range, or Problems only. Event categories include call lifecycle, operator action, integration, device status, diagnostics, session, policy, provider, approval, access control, transcript, cost, and media.
The grid shows Created, Event, Category, Actor Type, Actor, Source, Status, Reason, and Payload. Search includes these event fields plus the parent call, device, AllBox, Immix, monitoring, operator, status, and reason values.
Event Problems only includes a failed or timed-out parent call and event types or reasons containing disconnect, inactive, error, failed, or timeout. The Payload column can contain structured diagnostic or transcript-related information and is clipped visually; hover to inspect the available text.
Investigation workflow¶
- Confirm site, device, Call Id, requested time, direction, and source.
- Compare Status and Overall Status.
- Check first connection, end, reconnect count, duration, and billable duration.
- Open Call Events and follow the timeline from oldest to newest.
- Identify the first failed, timed-out, denied, disconnected, or inactive stage.
- Correlate Immix, operator, provider, Virtual Agent, access-control, AllBox activity, and health records.
- Correct the owning configuration or external service, then run a controlled test.
Neither a Completed call nor an Access Granted status proves that a physical gate or door moved. Verify the access transaction and onsite result.