[KBA-79040] "Access denied: Out of schedule" events with Assa Abloy IP locks in Synergis™ Softwire 10.10 and 10.11 - Synergis™ Softwire 10.10 - 10.11

series
Synergis™ Softwire 10.10 - 10.11
revised_modified
2020-04-22

[KBA-79040] "Access denied: Out of schedule" events with Assa Abloy IP locks in Synergis™ Softwire 10.10 and 10.11

This article explains why Assa Abloy IP locks across one or multiple Synergis™ Cloud Link appliances start denying access simultaneously and trigger Access denied: Out of schedule events.

Symptoms

Assa Abloy WiFi or PoE locks connected to the same Synergis™ Cloud Link appliances start denying access after midnight UTC (8PM EST) and trigger Access denied: Out of schedule events. This issue occurs even though access rules and schedules are still in effect.

Cause

When Synergis™ Softwire starts up, a race condition prevents the offline door properties from being set correctly, which affects the daily recalculation of door schedules. This issue is only evident seven days after the race condition occurs, because schedules are pushed to Assa Abloy locks every day at midnight UTC with seven days worth of schedules at a time.

Workaround

There is no workaround to permanently address the issue.

If you have an Assa Abloy integration with Synergis™ Softwire 10.10 or 10.11 (earlier than build 10.11.454.0), you must call Genetec™ Technical Support or upgrade the firmware on your Synergis™ unit to build 10.11.454.0 or later to prevent the issue from happening. You can download the firmware file here: https://downloadcenter.genetec.com/support/Synergis/Hotfix/HF2486287_01_10.11.454.0.sfw.

Status

This issue is fixed in Synergis™ Softwire firmware build 10.11.454.0 and later.