Pinging interface modules from the Synergis Softwire portal - You can ping interface modules and their downstream interfaces through the Synergis™ Softwire portal on the Genetec Cloudlink™ appliance to check if your unit installation was successful, or to troubleshoot network or packet loss issues. - Synergis Softwire | Genetec Cloudlink | Security Center SaaS - Administrator guides

Synergis™ Softwire Configuration Guide for Genetec Cloudlink™ in Security Center SaaS
Product
Security Center SaaS
Synergis Softwire
Cloudlink
Content type
Guides > Administrator guides
ft:locale
en-US
Last updated
2026-06-26

You can ping interface modules and their downstream interfaces through the Synergis™ Softwire portal on the Genetec Cloudlink™ appliance to check if your unit installation was successful, or to troubleshoot network or packet loss issues.

What you should know

  • You can perform two types of pings from the portal:
    Short ping
    Takes under 10 seconds. The results are displayed under the selected device.
    Long-term ping
    Pings every second for a selected duration. Multiple interface modules can be pinged at the same time. A tar.gz file containing the results of the ping can be downloaded from the Download diagnostic logs page of the portal.
  • Ping might not work, depending on your firewall settings.

Procedure

  1. Sign in to the Genetec Cloudlink appliance, and then go to the Synergis Softwire portal.
  2. Click Maintenance > Ping diagnostics.
    A list of all the interface modules and downstream interfaces connected to your Genetec Cloudlink appliance is displayed.
  3. Start a ping:
    • For a short ping: Select an interface module, and then click Ping.
    • For a long-term ping: Select one or more interface modules, select a Long-term ping duration, and then click Start ping.

Results

The short ping results are listed under the interface module that you pinged. The long-term ping results are available on the Download diagnostic logs page.