[KBA-79176] Malfunctioning SAM ports and RS-485 COM ports on Synergis Cloud Link units equipped with the optional expansion module - Synergis Softwire 10.7 - 11.4.3

Applies to
Synergis Softwire 10.7 - 11.4.3
Last updated
2024-03-14
Internal reference number
3765207
Content type
KB articles
Language
English
Product
Synergis Softwire
Version
11.4
11.3
11.2
11.1
11.0
10.11

[KBA-79176] Malfunctioning SAM ports and RS-485 COM ports on Synergis Cloud Link units equipped with the optional expansion module

After a firmware upgrade, the SAM card tab is missing from the Configuration section in the Synergis™ Appliance Portal, and doors with readers using decryption keys stored on SAM cards stop functioning properly. Readers and other RS-485 devices connected to the additional RS-485 ports from the expansion module are also affected because the RS-485 COM ports continuously disconnect.

The following image is an example of one of the symptoms. It shows where the SAM card tab should be displayed in the Synergis Appliance Portal, and the configuration options that should be available on the page after clicking the tab.
SAM card page in the Synergis Appliance Portal.

Applies to

Synergis™ Cloud Link units equipped with an optional expansion module (SY-CLOUDLINK-312) after a Synergis™ Softwire upgrade from any version later than 10.6 to any version up to 11.4.3.

Cause

This is caused by an issue with the driver upgrade process of the expansion module.

Workaround

Upgrade the Synergis Cloud Link unit with the SCL1-UpdateMezz.sfw file.
NOTE: The file is applied using the Softwire upgrade page in the Synergis Appliance Portal in the same way as a regular firmware upgrade. For more information, see Upgrading Synergis Softwire on the Synergis unit.

Status

This is resolved in Synergis Softwire 11.5.0.