Troubleshooting Synergis™ units - Synergis™ Softwire 10.11, 11.0 | Security Center 5.9

series
Synergis™ Softwire 10.11, 11.0 | Security Center 5.9
revised_modified
2020-09-29

Troubleshooting Synergis™ units

If you are experiencing problems with Synergis™ units, learn about the symptoms, potential causes, and solutions to help you troubleshoot the issue.

Symptoms

Here are the common issues you might experience with a Synergis™ unit in Synergis™ Softwire and Security Center. To help you solve the issue, click the symptom that you are currently experiencing.

Logging on to the Synergis™ appliance using the alternative IP address

If you are unable to connect to the Synergis™ appliance using its hostname and you have not yet configured its IP address, use its fixed alternate IP address.

Before you begin

Try logging on using the appliance’s hostname.

What you should know

The Synergis™ appliance's fixed alternate IP address for the LAN1 port is 172.16.20.11 /24.
IMPORTANT: All Synergis™ appliances are configured in factory to respond to the same fixed IP address. Never enroll a Synergis™ appliance in Security Center using this fixed alternate IP address.

Procedure

  1. Open a web browser.
  2. In the browser's address bar, enter https://172.16.20.11.
    You get a certificate error message.
  3. Follow your browser’s on-screen instructions to continue to the website.
  4. Enter the Synergis™ appliance username and password, and then click Log on.
    The default username and password are admin and softwire.

Results

The Home page is displayed.

After you finish

As a best practice, you should change the default logon password.

Pinging interface modules from Synergis™ Appliance Portal

You can ping interface modules and their downstream interfaces through Synergis™ Appliance Portal to check if your unit installation was successful, or to troubleshoot network or packet loss issues.

What you should know

  • You can perform two types of pings from the portal:
    Short ping
    Takes under 10 seconds. The results are displayed under the selected device.
    Long-term ping
    Pings every second for a selected duration. Multiple interface modules can be pinged at the same time. A zipped text file containing the results of the ping can be downloaded from the Download support logs page of the portal.
  • Synergis™ IX, Assa Abloy, and RIO units are not pingable.
  • Ping might not work, depending on your firewall settings.

Procedure

  1. Log on to the Synergis™ unit.
  2. Click Maintenance > Ping diagnostics.
    A list of all the interface modules and downstream interfaces connected to your Synergis™ unit is displayed.
  3. Start a ping:
    • For a short ping: Select an interface module, and then click Ping.
    • For a long-term ping: Select one or more interface modules, select a Long-term ping duration, and then click Start ping.

Results

The short ping results are listed under the interface module you pinged. The long-term ping results are available on the Download support logs page, in the Long-term ping section.

Restarting the Synergis™ unit hardware or software

During a debugging session, the support technician might ask you to perform a hard or a soft restart on the Synergis™ unit.

What you should know

  • A hard restart, or system restart, is required when you are reconnecting or changing the four-port RS-485 module (applies only to SMC), or when you experience hardware problems.
  • A soft reboot, or a software restart, is rarely required. The Synergis™ unit automatically restarts its firmware after you change the firmware version. Manual software restarts are only used for debugging or support purposes.

Procedure

  1. Log on to the Synergis™ unit.
  2. From the Restart menu, select the desired restart method.
    • To restart the unit's hardware, click System restart.
    • To restart the unit's software, click Software restart.

Downloading the unit configuration files for your Synergis™ unit

You can download your Synergis™ unit's configuration as a compressed file, which you can use if you ever need to replace the unit.

Procedure

  1. Log on to the Synergis™ unit.
  2. Click Maintenance > System status.
  3. In the Download configuration files section, enter a password.
  4. Click Download configuration files.
  5. Click Save.
    NOTE: The downloaded configuration file includes everything except for the unit's network settings, administrator password, and Synergis™ key store data.

Uploading the unit configuration files for your Synergis™ unit

When replacing a Synergis™ unit, you can download the old unit's configuration files, and then upload them onto the replacement unit.

Procedure

  1. Log on to the Synergis™ unit.
  2. Click Maintenance > System status.
  3. In the Upload configuration files section, click Select configuration files.
  4. Navigate to the downloaded configuration package on your local drive and click Open.
    NOTE: The downloaded configuration file includes everything except for the unit's network settings, administrator password, and Synergis™ key store data.
  5. If you set a password when you downloaded the configuration files, enter it in the Password field.
  6. Click Upload.

Results

The configuration package is uploaded and the Synergis™ unit restarts.

Enabling or disabling support logs for access control units in Security Desk

The Synergis™ appliance can keep detailed logs for troubleshooting and support. You can manually enable or disable support logs if requested by Genetec™ Technical Assistance Center.

What you should know

You can enable or disable support logs for multiple units simultaneously in Security Center using the following instructions. You can also enable support logs for individual units in the Synergis™ Appliance Portal.

Procedure

  1. In Config Tool, open the Access control task and select the Roles and units view.
  2. Under the Access Manager, select one or more access control units.
    NOTE: Clicking the Access Manager selects all control units enrolled under it.
  3. From the right-click menu, or on the contextual command bar at the bottom of the screen, click Maintenance, and select Enable unit support logs or Disable unit support logs.

Preparing to replace an access control unit

Before you replace an access control unit with a new one, there are steps you must perform.

Before you begin

You can only replace an access control unit with a new one if the two are of the same brand and model. The only exception to this rule is if you are replacing an HID VertX V1000 unit with a Synergis™ unit. In every case, the exact same interface modules (brand and model) must be connected to the new unit. If there is any difference other than the mentioned exception, the unit replacement will not be accepted.

Procedure

  1. Back up the unit's configuration files:
  2. Physically disconnect the old unit and make sure it is offline in Security Center ().
  3. Install the new unit:
  4. (For non-Mercury EP or LP integrations) Physically disconnect the interface modules from the old unit and connect them to the new unit using the exact same channels.
    IMPORTANT: Do not change the physical addresses of the interface modules.
  5. (Optional) If you are using a non-Mercury EP or LP integration with an existing backup of the configuration files, restore the backup from the old unit.
    The backup file includes hardware settings and supervised input values. The admin password, network settings and Synergis™ key store are not restored.
  6. Configure and add the unit:
  7. In Access Control > Roles and units, select the old access control unit.
  8. Under the Properties tab, change the IP address to an unused address.
    NOTE: Changing the IP address of the old unit prevents conflicts when using the unit replacement tool to swap units.

After you finish

Replace the old unit with the new one.

Replacing access control units

If an access control unit fails, you can replace it with a new, compatible unit. This process copies over the configuration settings; associations to doors, elevators, and zones; and event logs to the new unit.

What you should know

Replacing your access control unit requires that you temporarily deactivate the Access Manager role.
CAUTION:
Not all settings are copied by the Unit replacement tool. If you were using supervised inputs on the old unit, you will have to reconfigure the inputs on the new unit.

Procedure

  1. Temporarily deactivate the Access Manager role.
    1. From the Config Tool home page, open the Access control task, and click the Roles and units view.
    2. Right-click the Access Manager role, and click Maintenance > Deactivate role ().
    3. In the confirmation dialog box that opens, click Continue.
      The Access Manager and all the access control units controlled by the role turn red.
  2. Click the home page, click Tools > Unit replacement.
    The Unit replacement dialog box opens.
  3. In the Unit type option, select Access control units.
  4. Select the Old and the New access control units.
  5. Click Swap.
    (V1000 to Synergis™ only) If the V1000 had subpanels (interface modules) using the same physical address, link the V1000 sides to the Synergis™ unit channels, and click Continue.
    The configuration settings of the old access control unit are copied to the new one.
  6. Reactivate the Access Manager role:
    1. Open the Access control task, right-click the Access Manager role, and click Maintenance > Activate role ().
  7. In the area view, select the new unit, and verify that the configuration settings are all correct.
  8. Verify that all doors controlled by the new unit are operating properly.
  9. Right-click the old unit, and click Delete ().
  10. In the confirmation dialog box that opens, click Continue.

After you finish

If the inputs on the old unit were supervised, reconfigure them on the new unit.