[KBA-79183] Synergis Cloud Link and Cloud Link Roadrunner units remain offline in Security Center SaaS Edition (Classic) - This article explains what to do if the Synergis Cloud Link and Cloud Link Roadrunner units in your Security Center SaaS Edition (Classic) system disconnect and remain offline. - Synergis Cloud Link | Cloud Link Roadrunner | Security Center SaaS Edition (Classic) - KB articles

Product
Synergis Cloud Link
Internal reference number
3244073
Content type
KB articles
Version
2.1
2.0
Language
English
Last updated
2024-06-06

[KBA-79183] Synergis Cloud Link and Cloud Link Roadrunner units remain offline in Security Center SaaS Edition (Classic)

Synergis™ Cloud Link and Cloud Link Roadrunner™ units in Security Center SaaS Edition (Classic) systems can disconnect and remain offline.

Applies to

  • Synergis Cloud Link 2.1.0 and earlier
  • Cloud Link Roadrunner 2.1.0 and earlier
  • Cloud Agent 2.4 and earlier
  • Security Center SaaS Edition (Classic)
    NOTE: Not to be confused with Security Center SaaS.

Cause

This is a known code defect that is already fixed. The issue happens only to units running an old version of Synergis™ Softwire or Cloud Agent.

Workaround

  1. Sign in to the Synergis Cloud Link or Cloud Link Roadrunner unit.
  2. From the Restart menu, do one of the following:
    • To restart the software, click Software restart.
    • To restart the hardware, click System restart.

Status

This issue is resolved in the following versions:
  • Synergis Cloud Link 2.1.1 and later
  • Cloud Link Roadrunner 3.0.0 and later
  • Cloud Agent 2.5 and later