[KBA-78993] Mercury controllers going offline after making changes to Synergis™ Cloud Link in Config Tool - Synergis™ Softwire | Synergis™ Cloud Link | Security Center

series
Synergis™ Softwire | Synergis™ Cloud Link | Security Center
revised_modified
2019-06-17

[KBA-78993] Mercury controllers going offline after making changes to Synergis™ Cloud Link in Config Tool

This article explains why your Mercury devices go offline in Security Center after adding or removing Mercury EP controllers, LP controllers, or MR SIO board to an existing Synergis™ Cloud Link in Config Tool.

Applies to: Synergis™ Softwire | Synergis™ Cloud Link | Security Center

Symptoms

When you add or remove a Mercury EP controller or LP controller to a Synergis™ Cloud Link in Security Center, or when you add or remove an MR SIO board to an EP or LP controller in Security Center, the following occurs:
  • All Mercury controllers previously connected to the Synergis™ Cloud Link disconnect.
  • The EP or LP controller to which the MR SIO board is being added, removed, or re-addressed does not work offline until it reconnects to the Synergis™ Cloud Link.
NOTE: After an EP controller reconnects to the Synergis™ Cloud Link, it takes up to 10 seconds for the reconnection to be acknowledged on the controller and for access to be granted or denied by the controller. For the first read after the controller reconnects, the timestamp of the event is delayed.

Cause

  • When you add a Mercury EP controller, LP controller, or MR SIO board in Security Center, existing Mercury controllers are disconnected from the Synergis™ Cloud Link while the configuration updates are made. During this 30 to 60 second period, the existing Mercury controllers work in offline mode until they reconnect to the Synergis™ Cloud Link.
  • When an MR SIO board is added, removed, or re-addressed on a Mercury EP or LP controller, the controller must reset to reconfigure the logical addresses of the MR SIO boards. The Mercury controller does not work for 1 to 4 minutes, depending on the load of the MR SIO board.