[KBA-77352] Synergis™ Master Controller and Synergis™ Cloud Link units remain offline after upgrading to Security Center 5.6 SR2 or SR3 - Synergis™ Cloud Link | Synergis™ Master Controller | Security Center 5.6 SR2 - SR3

series
Synergis™ Cloud Link | Synergis™ Master Controller | Security Center 5.6 SR2 - SR3
revised_modified
2017-08-08

[KBA-77352] Synergis™ Master Controller and Synergis™ Cloud Link units remain offline after upgrading to Security Center 5.6 SR2 or SR3

This article explains why Synergis™ Master Controller (SMC) and Synergis™ Cloud Link units might remain offline after upgrading to Security Center 5.6 SR2 from versions 5.6 GA or SR1.

Symptoms

After upgrading from Security Center 5.6 GA or SR1 to Security Center 5.6 SR2 or SR3, previously enrolled SMC units and Synergis™ Cloud Link units do not return online. The Access Manager role goes into a warning state and the following message is displayed: Some entities could not be loaded into the Access Manager. Please contact GTAC.

Cause

SMC units or Synergis™ Cloud Link units enrolled in Security Center 5.2 might have incomplete database values. When upgrading from Security Center 5.6 GA or SR1 to Security Center 5.6 SR2 or SR3, these incomplete values can cause the units to remain offline.

Workaround

Contact GTAC support so that we can access the Directory SQL database. We will run a database query to correct the values, and then restart the Directory to bring the units back online.

Status

This issue is resolved in Security Center 5.6 SR4.