[KBA-78938] HID EVO unit goes offline when not using Config Tool to upgrade or downgrade the firmware to 3.7.x - Security Center 5.6 SR4 | Security Center 5.7 GA - SR2

series
Security Center 5.6 SR4 | Security Center 5.7 GA - SR2
revised_modified
2018-05-29

[KBA-78938] HID EVO unit goes offline when not using Config Tool to upgrade or downgrade the firmware to 3.7.x

This article explains why the EVO unit remains offline after upgrading or downgrading to firmware versions 3.7.x, using a tool other than Config Tool.

Symptoms

After upgrading or downgrading an HID EVO controller to or from firmware 3.7.x, using the HID tool or Config Tool, your unit remains offline.

Cause

When an HID unit is upgraded to, or downgraded from firware versions 3.7.x, using a tool other than Config Tool, the unit's certificate on the Directory DB does not update with the new one. As a result, the unit remains offline.

Workaround

If the unit is not controlling multiple doors, you can delete and re-enroll the unit.

Status

This issue will be resolved in 5.7 SR3.

If you are running an earlier version of Security Center, contact GTAC to get a proper fix.