> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/integrations/elevators/thyssenkrupp/thyssenkrupp-troubleshooting.md).

# ThyssenKrupp Elevator Service issues

Resolve ThyssenKrupp Elevator Service startup failures that show Device not responding in Command Centre.

Use this page when the ThyssenKrupp Elevator Service cannot start. Command Centre reports **Device not responding** for the Elevator System item.

{% hint style="info" %}
Collect supporting files with [Collect ThyssenKrupp Elevator Service diagnostics](/knowledge-hub/products/integrations/elevators/thyssenkrupp/collect-thyssenkrupp-elevator-service-diagnostics.md).
{% endhint %}

### Check the service certificate

The service log reports that it cannot find the server certificate. This prevents the service from initializing.

1. Check the `SignedServiceCertificate` thumbprint in the configuration file.
2. Confirm the certificate exists in the **Local Machine Certificate Store**.
3. Generate and import a new certificate if it is missing or replaced.
4. Export the certificate to the Elevator Service.
5. Restart the service.

Importing the certificate alone does not resolve the issue. Complete the certificate exchange and export process.

### Check the service account

The Elevator Service runs under `NetworkService`. The configuration path is hardcoded:

`c:\Windows\ServiceProfiles\NetworkService\AppData\Local\Gallagher\ElevatorService`

Confirm the service runs under the `NetworkService` account.

### Remove the legacy Ethernet package

For Command Centre 8.40 and later, remove the legacy `Gallagher ThyssenKrupp Ethernet 8.20.2` package. This package conflicts with the current integration.

### Related information

* [ThyssenKrupp](/knowledge-hub/products/integrations/elevators/thyssenkrupp.md)
* [ThyssenKrupp integration reference](/knowledge-hub/products/integrations/elevators/thyssenkrupp/thyssenkrupp-integration-reference.md)


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