[KBA-78941] Cannot enroll Synergis™ units running Synergis™ Softwire 10.7 or later in Security Center - Synergis™ Softwire 10.7 and later | Security Center 5.2 - 5.5 SR4

series
Synergis™ Softwire 10.7 and later | Security Center 5.2 - 5.5 SR4
revised_modified
2020-02-11

[KBA-78941] Cannot enroll Synergis™ units running Synergis™ Softwire 10.7 or later in Security Center

This article explains why you cannot enroll Synergis™ units that are running Synergis™ Softwire 10.7 or later in an existing access control system with Security Center 5.5 SR4 or earlier.

Symptoms

  • You cannot enroll a new Synergis™ Cloud Link or Synergis™ Master Controller running Synergis™ Softwire 10.7 or later in Security Center.
  • You cannot replace an older Synergis™ Cloud Link or Synergis™ Master Controller in Security Center with a unit that is running Synergis™ Softwire 10.7 or later.

Cause

For security purposes, older TLS encryption protocols are disabled starting from Synergis™ Softwire 10.7.

Workaround

  • To use Synergis™ units with Synergis™ Softwire 10.7 and later in Security Center 5.4 SR3, install Security Center 5.4 SR3 CU12.
    IMPORTANT: The following is only intended for systems that have Genetec™ Synergis™ already deployed and not new deployments.
  • To use Synergis™ units with Synergis™ Softwire 10.7 and later in Security Center 5.2, 5.3, 5.4 GA-SR2, or 5.5 GA-SR4, enable TLS 1.0 on your Synergis™ unit as follows:
    IMPORTANT: For security purposes, it is not recommended to enable TLS 1.0 for Synergis™ Cloud Link.
    1. Download one of the following firmware files:
    2. Upgrade the firmware on your Synergis™ unit using the TLS10Compatibility_v(X).sfw file, as follows:
      1. Log on to the Synergis™ unit using Synergis™ Appliance Portal.
      2. Click Maintenance > Softwire upgrade > Select firmware file.
      3. In the file browser, select the downloaded TLS10Compatibility_v(X).sfw file and click Open > Upgrade now.
      4. After the upgrade is complete, log on to the Synergis™ unit again using the Synergis™ Appliance Portal.
      5. Restart the unit's software by clicking Restart > Software restart.
      6. Log on to the Synergis™ unit again using the Synergis™ Appliance Portal.
      7. Restart the unit's hardware by clicking Restart > System restart.

Status

To make sure that your Synergis™ units connect securely to Security Center without modifications, upgrade to the latest Security Center version.