[KBA-79146] No REX events after upgrading to Synergis Softwire 11.4.0 - Doors controlled by Mercury Controllers running firmware 1.30.1 or later do not generate REX events in Security Center after upgrading to Synergis™ Softwire 11.4.0. - Mercury integration running firmware 1.30.1 or later with Synergis Softwire 11.4.0.

Product
Synergis Softwire
Internal reference number
3410391
Content type
KB articles
Version
11.4
Language
English
Last updated
2023-04-19

[KBA-79146] No REX events after upgrading to Synergis Softwire 11.4.0

Doors controlled by Mercury Controllers running firmware 1.30.1 or later do not generate REX events in Security Center after upgrading to Synergis™ Softwire 11.4.0.

Applies to

Mercury integration running firmware 1.30.1 or later with Synergis Softwire 11.4.0.

Cause

Bug introduced in Synergis Softwire 11.4.0.

Workaround

If you do not need the Live REX event feature, disable the Live 'Request to exit' events option and restart the Synergis Cloud Link unit. This returns the Mercury REX behavior to what it used to be prior to Synergis Softwire 11.4.0.

The Door settings page of Mercury controller settings tab, with the Live 'Request to exit' events option highlighted.

In case the Live REX event feature is needed, keep Live 'Request to exit' events enabled and perform a Bus Reset on the Mercury controller.

The Mercury controller settings page, with the IP address Reset option highlighted.
CAUTION:
The Bus Reset clears all configuration and credential information and reboots the Mercury controller. The doors do not work until the configurations are re-synchronized with the EP or LP controller after the reboot.

Status

This issue is resolved in Synergis Softwire 11.4.1 and Synergis Cloud Link 2.1.1.