[KBA-78939] Mercury EP controllers running firmware older than 1.19.4.x remain offline after enrolling them on the Synergis™ unit - Synergis™ Softwire 10.7 and later | Security Center

series
Synergis™ Softwire 10.7 and later | Security Center
revised_modified
2018-09-19

[KBA-78939] Mercury EP controllers running firmware older than 1.19.4.x remain offline after enrolling them on the Synergis™ unit

This article explains why Mercury EP controllers might remain offline after enrolling them on the Synergis™ unit in Security Center, and how to fix it.

Symptom

If a Mercury EP controller is running a firmware older than 1.19.4.x, the controller remains offline after you enroll it on a Synergis™ unit in Security Center Config Tool.

Cause

Firmware older than 1.19.4.x is not supported. For a list of supported firmware versions, see Supported Mercury firmware versions in Synergis™ Softwire.

Workaround

Manually upgrade the controller firmware to 1.19.4.x or later using the Mercury Installation Assistant Utility (IAU), as follows:

  1. On a machine that is not hosting a Genetec™ Server service, download the IAU tool and firmware files.

    The IAU tool and the 1.19.4.x firmware files are available here: https://downloadcenter.genetec.com/support/Firmware/Mercury/MercuryUpgrade&FW_ver1037.zip.

  2. Install the IAU tool.

    For information about installing the IAU tool, see your Mercury documentation.

    The following two services are installed on your machine:
    • Mercury Web Service
    • Mercury IAU Web Server
  3. Open the Mercury EP controller webpage.
  4. Click Host Comm, and set the Data Security option to None.

  5. Click Accept > Apply.
  6. Make sure that DIP switch 1 is in the ON position.

    If the DIP switch is in the OFF position, the Status of the controller shows a warning message instead of a green checkmark, and you will not be able to upgrade the firmware using the IAU tool.

  7. Stop communication between Synergis™ Softwire and the Mercury EP controller by changing the communication port on the EP controller in Security Center:
    1. In Config Tool, open the Access control task and click the Roles and units view.
    2. Select the Synergis™ unit, and click the Peripherals tab.
    3. Change the Port value and click Apply.

  8. On the machine where you installed the IAU tool, in a web browser type http://localhost.
  9. Upgrade the Mercury EP controller using the appropriate CRC file that is found inside the folder corresponding to the controller model.
  10. Run the discovery tool and select the discovered controller you want to upgrade.
  11. Click Current Firmware.

  12. Select the firmware file and click Upload.

  13. After the upgrade, stop or uninstall the IAU tool.
  14. Perform a hard reset on the Mercury EP controller.
  15. Reconnect the Mercury EP controller to the Synergis™ appliance by changing the communication port to the original value in Config Tool:
    1. In Config Tool, open the Access control task and click the Roles and units view.
    2. Select the Synergis™ unit, and click the Peripherals tab.
    3. Change the Port value and click Apply.