[KBA-79001] Mercury EP controllers offline and unreachable - Synergis™ Softwire 10.8 - 10.10 GA

series
Synergis™ Softwire 10.8 - 10.10 GA
revised_modified
2019-08-21

[KBA-79001] Mercury EP controllers offline and unreachable

This article explains why your Mercury EP controller might drop offline and cannot be reached through ping requests.

Applies to: Synergis™ Softwire 10.8 - 10.10 GA

Symptoms

The Mercury EP controller drops offline in Security Center. You cannot access the web page of the EP controller, and the controller does not respond to ping requests.

The doors controlled by the EP controller and the downstream RS-485 panels continue to function in offline mode.

Cause

Network configurations such as gratuitous ARP broadcasts can cause the controller to go offline.

Workaround

To restore network communication and bring the unit back online in Security Center, reboot the EP controller.

Status

This issue is fixed with Mercury controller firmware 1.27.5, which is certified starting in Synergis™ Softwire 10.10 GA.