[KBA-79184] Mercury MR52 firmware upgrades fail - This article explains what to do when Mercury MR52 firmware upgrades fail. - Synergis Softwire | Synergis Cloud Link | Mercury

Product
Synergis Softwire
Internal reference number
3771183
Content type
KB articles
Language
English
Last updated
2024-11-25

[KBA-79184] Mercury MR52 firmware upgrades fail

Pushing an upgrade to a Mercury MR52 panel fails. The panel remains with the same firmware.

Applies to

Mercury integration with Synergis™ Softwire

Cause

A coding issue.

Workaround

Do one of the following:
  • Move the Mercury LP controller and the MR52 panel under a different Synergis™ Cloud Link unit, and then try upgrading again.
    IMPORTANT: Ensure that the new Synergis Cloud Link unit does not have any doors mapped to it.
  • Move the MR52 panel under a different Synergis Cloud Link unit that already has a Mercury LP controller enrolled, and then try upgrading again.
    IMPORTANT: Ensure that the new Synergis Cloud Link unit does not have any doors mapped to it.
  • Contact the Genetec™ Technical Assistance Center for assistance.

Status

The issue is resolved by upgrading the LP controller firmware to 2.1.0. For information regarding the upgrade procedure, please see Information for upgrading Mercury LP controllers from firmware 1.x.x to 2.x.x