[KBA-79159] Readers connected to Mercury controllers are unresponsive - This article explains what to do when cardholders cannot access doors controlled by readers connected to Mercury controllers. - Synergis Softwire 11.4.0 - 11.4.2 | Synergis Cloud Link 2.1.0 and 3.0.0

Product
Synergis Softwire
Internal reference number
3471632
Content type
KB articles
Version
11.4
Language
English
Last updated
2024-04-19

[KBA-79159] Readers connected to Mercury controllers are unresponsive

Cardholders cannot access doors controlled by readers connected to Mercury controllers.

Applies to

Synergis™ units running Synergis™ Softwire 11.4.0 - 11.4.2 or Synergis™ Cloud Link 2.1.0 and 3.0.0.

Cause

Coding issue. Enrolling a Mercury LP or EP controller with over 32 Mercury access control readers (ACRs) might cause the readers to become unresponsive on most or all doors when one of the following actions occurs:

  • Adding a Mercury intelligent controller (LP or EP)
  • Adding or deleting a Mercury downstream panel (MR board)
  • Performing a System restart from the Synergis™ Appliance Portal

When performing one of the actions above, some of the configurations are not properly sent to the Mercury controller, causing readers to lose their configuration and become unresponsive.

For more information on the calculation of the number of ACRs you have on a Mercury controller, see footnote 5 in Supported Mercury controller features in Synergis Softwire.

Workaround

Depending on the type of Synergis unit you have on your system, the workaround for this issue changes:

Synergis Cloud Link
  1. Upgrade your unit to Synergis Cloud Link 3.0.0.
  2. Apply the hotfix HF3471139-01-3.0.0-3.0.259.0.sfw.
Legacy Synergis Cloud Link
  1. Upgrade your unit to Synergis Softwire 11.4.2.
  2. Apply the hotfix HF3471139-02-11.4-11.4.1438.0.sfw.
Streamvault™ appliance
  1. Upgrade your appliance to Synergis Softwire 11.4.2.
  2. Apply the hotfix HF3471139-03-11.4-11_4_1438_0.zip.
CAUTION:
The hotfix is only intended to correct the issues described in this article, and should only be installed on systems experiencing those issues. If possible, we recommend waiting and installing the next product release instead.
If you do not have time to apply the hotfixes, you can force the Synergis units to resync by applying one of the following temporary fixes from Config Tool:
Enable and disable the maintenance mode on doors
Use this method when you have many affected doors.
  1. Open the Area view task.
  2. Select all affected doors, right-click your selection, and click Maintenance > Unlock for maintenance > OK.
  3. Wait for the synchronization to complete.
  4. Select the same doors again, right-click your selection, and click Maintenance > Disable maintenance mode > OK.
Turn the reader shunting on and off
Use this method when you have one affected reader on a door.
  1. Open the Access control task and click the Roles and units view.
  2. Select the affected Synergis unit and click the Peripherals tab.
  3. Select the affected reader and click Edit the item.
  4. In the Edit Reader dialog box, turn on the Shunted switch and click Save.
  5. Wait for the synchronization to complete.
  6. Select the same reader again and turn off the Shunted switch.

Status

This issue is fixed in Synergis Softwire 11.4.3 and Synergis Cloud Link 3.0.1.