Install the Genetec plugin with the MSI

INSTALLATION GUIDEGenetec plugin · Windows MSI

Install the EyesOnIt plugin on each Windows computer where you use EyesOnIt in Genetec Config Tool or Security Desk.

Before you begin

Have the following ready:

• The MSI supplied by EyesOnIt or your integrator, named EyesOnItGenetecPlugin-VERSION-x64.msi. Confirm that the release supports your Genetec Security Center version before installing.
• A 64-bit Windows computer with Microsoft .NET Framework 4.8 or later and the Genetec Security Center client applications you will use.
• Windows administrator credentials for installation. The MSI installs the plugin for all users of that computer.
• An available EyesOnIt server and an administrator-issued service token for the connection you configure after installation.

The EyesOnIt server installation is a separate step. The plugin MSI installs the Windows client integration.

Save your work and close Config Tool and Security Desk in all sessions on the computer before installation, upgrade, repair, or removal. Setup prompts you to close running clients. It does not force-terminate them or stop the Genetec Directory service.

Install the plugin

1. Save the supplied MSI to a local folder. If the release includes a checksum, compare it with the downloaded file.

2. Double-click the MSI and approve the Windows administrator prompt when requested.

3. Choose Next, then accept the default installation folder or browse to another local folder:

   C:\Program Files (x86)\EyesOnIt\Genetec Plugin

4. Choose Next, then Install. Wait for setup to finish and choose Finish. Complete a Windows restart if setup requests one.

5. Open Config Tool and Security Desk normally and sign in with your Genetec account.

Setup registers the plugin for both clients. You do not need to copy DLLs or edit the registry manually. Repeat installation on other client computers that need the plugin.

Check the installation and connect

1. In Config Tool, check for the EyesOnIt Face Recognition task and Analytics → EyesOnIt Configuration on a camera you are permitted to configure.
2. In Security Desk, check for EyesOnIt Investigation and EyesOnIt Monitoring.
3. Follow Connect the plugin to EyesOnIt: enter the server URL and API bearer token in Options → EyesOnIt → EyesOnIt Server, choose Test Connection, and save with Apply/OK.
4. Open Investigation or Monitoring and confirm realtime status Connected. Continue with Connect a camera.

A successful MSI installation confirms setup completed. These client and connection checks confirm readiness for your workflow.

Upgrade an existing installation

1. Obtain the new MSI and confirm compatibility with your Genetec and EyesOnIt server versions.
2. Close both clients, then run the new MSI using the installation steps above. You can upgrade directly over the existing MSI installation.
3. Reopen both clients and repeat the installation and connection checks. Keep the MSI for the installed release available for maintenance.

Setup replaces the previous MSI installation within the upgrade transaction. It accepts the same or a newer three-part product version and blocks an older version. If you need an older release, ask EyesOnIt or your integrator for an appropriate recovery procedure.

Reinstalling the plugin does not invalidate an EyesOnIt server token. Reuse your securely saved authorized token if needed, or ask your backend administrator to issue a replacement.

If the previous plugin was copied manually

The first MSI installation can migrate a recognized manual plugin installation. It validates the existing registration and plugin identity, moves only known plugin payload files, and preserves unrelated files and runtime logs. The previous payload is backed up during setup and restored if installation rolls back.

If setup reports an unsafe or conflicting previous installation, retain the error and installer log. Have EyesOnIt or your integrator review the old registration and files before changing them.

Repair the plugin

Use repair when installed plugin files or registration values are missing or damaged.

1. Close Config Tool and Security Desk.
2. Open Control Panel → Programs → Programs and Features, select EyesOnIt Genetec Plugin, and choose Repair. You can also open the original MSI for the installed release and choose Repair in maintenance mode.
3. Approve the administrator prompt and provide the matching MSI if Windows requests the installation source.
4. Reopen the clients and repeat the installation and connection checks.

Repair restores installer-managed files and registration. For server connection, camera access, or analytics problems, follow Find a Genetec workflow problem.

Remove the plugin

1. Close Config Tool and Security Desk.
2. Open Windows Settings → Apps, find EyesOnIt Genetec Plugin, and choose Uninstall. Alternatively, select it in Programs and Features and choose Uninstall.
3. Approve the administrator prompt and complete removal.
4. Reopen the clients. The EyesOnIt plugin tasks should no longer be available on that computer.

Uninstall removes MSI-owned plugin files and Genetec plugin registrations. Nonempty runtime log folders remain at C:\ProgramData\EyesOnIt\Logs. Removing this client plugin leaves the separately installed EyesOnIt server and its data in place.

Installation logging and unattended setup

For a logged interactive installation, open PowerShell as Administrator in the MSI folder. Replace VERSION with the version in your actual filename:

msiexec.exe /i ".\EyesOnItGenetecPlugin-VERSION-x64.msi" /norestart /L*v "$env:TEMP\EyesOnItPlugin-install.log"

For an unattended installation, close both clients in advance and run from an elevated deployment context:

msiexec.exe /i ".\EyesOnItGenetecPlugin-VERSION-x64.msi" /qn /norestart /L*v "$env:TEMP\EyesOnItPlugin-install.log"

Wait for the installer process to complete. In automated deployment, capture its exit code: 0 means success; 3010 means success with a required restart. The /norestart option defers that restart, so arrange it before validating the plugin. The log is in the temporary folder of the account that ran setup.

Logged maintenance uses the original MSI for the installed release:

# Repair files and registration
msiexec.exe /famus ".\EyesOnItGenetecPlugin-VERSION-x64.msi" /norestart /L*v "$env:TEMP\EyesOnItPlugin-repair.log"

# Uninstall
msiexec.exe /x ".\EyesOnItGenetecPlugin-VERSION-x64.msi" /norestart /L*v "$env:TEMP\EyesOnItPlugin-uninstall.log"

See Microsoft’s Windows Installer command reference and exit-code reference for deployment details.

Troubleshoot setup and plugin loading

What you see	What to do
Setup requires 64-bit Windows or .NET Framework 4.8	Have your administrator prepare a compatible computer and install the required framework, then rerun the MSI.
Setup asks to close Config Tool or Security Desk	Save work and close both clients in every session on the computer, then continue.
Windows requests administrator access or blocks installation by policy	Ask your Windows administrator to run or approve the MSI through your organization’s normal deployment process.
A newer version is already installed	Use the same or a newer approved release. Contact support if an older release is required.
Repair asks for an installation source	Provide the original MSI matching the installed release. Obtain it from EyesOnIt or your integrator if needed.
Another installation is running (exit code 1618)	Let that installation finish, then retry.
The MSI cannot be opened or a log cannot be created	Check the MSI path, filename, and local file access. Use an existing writable folder for logs.
Setup fails or rolls back	Retain the exact message and verbose MSI log. For a general failure such as exit code 1603, use the log to identify the cause before retrying.
Previous-installation migration is refused	Ask support to review the existing plugin paths and registration. Preserve the current files and error details.
Setup succeeds, but EyesOnIt tasks or Options are missing	Close and reopen the clients, confirm EyesOnIt Genetec Plugin appears in installed programs on this computer, and verify release compatibility and Genetec account privileges. Run repair if files or registration are damaged.
Tasks appear, but the server is disconnected	Check the server URL, network access, HTTPS trust, and service token using the connection steps. Continue with workflow troubleshooting.

For support, provide the MSI filename, installed plugin and Genetec versions, Windows version, exact message, operation attempted, and time of failure. Include the MSI log and relevant plugin logs from C:\ProgramData\EyesOnIt\Logs. Review logs and screenshots for credentials, tokens, and private camera or account details before sharing them through your approved support channel.