[KBA-79056] Mercury controllers offline after upgrading to Synergis™ Softwire 11.0.0 - Synergis™ Softwire 11.0.0

series
Synergis™ Softwire 11.0.0
revised_modified
2020-10-29

[KBA-79056] Mercury controllers offline after upgrading to Synergis™ Softwire 11.0.0

This article explains why some Mercury controllers remain offline after upgrading to Synergis™ Softwire 11.0.0.

Symptoms

The Mercury controller remains offline in Security Center after an upgrade. This issue happens when a Synergis™ unit is upgraded to Synergis™ Softwire 11.0.0 from a version older than Synergis™ Softwire 10.11.

Cause

A bug was identified causing the Mercury Web Service to not start.

Workaround

Upgrade to Synergis™ Softwire 10.11 SR1 before upgrading to version 11.0.0.

Status

This issue will be fixed in Synergis™ Softwire 11.0.1.

NOTE: If you are having the issue even after upgrading to Synergis™ Softwire 11.0.0, contact Genetec™ Technical Assistance Center (GTAC) for assistance. Upgrading the unit from Synergis™ Softwire 11.0.0 to 11.0.1 won't fix the issue.