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Troubleshoot common issues that can occur.
Mercury EP controllers remain offline when TLS 1.1 is disabled
After enrolling a Mercury EP controller in Security Center, the unit doesn't come online.

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- Performing a factory reset on an SV-100E, SV-300E, or SV-350E appliance
  If the software on an Streamvault™ SV-100E, SV-300E, or SV-350E appliance fails to start or stops working as expected, you can perform a factory reset using a USB key.
- Performing a factory reset on a Streamvault workstation or server appliance
  If the software on your Streamvault™ server or workstation fails to start or stops working as expected, you can perform a factory reset using a USB key.
- Mercury EP controllers remain offline when TLS 1.1 is disabled
  After enrolling a Mercury EP controller in Security Center, the unit doesn't come online.
- Enabling Transport Layer Security (TLS)
  The Transport Layer Security (TLS) 1.0 and 1.1 protocols have several major vulnerabilities, so they are disabled on Streamvault™ appliances. When a device enrolled in Security Center requires one of these protocols for communication, you must enable the protocol on your appliance.
- Remote Desktop can’t connect to a Streamvault appliance
  When you try to access a Streamvault™ appliance using Remote Desktop, you receive a message that Remote Desktop can't connect to the remote computer.
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Mercury EP controllers remain offline when TLS 1.1 is disabled

2024-06-06

After enrolling a Mercury EP controller in Security Center, the unit doesn't come online.

You don't receive any errors or warnings about this issue.

Applies to:

Streamvault™ SV-100E 16.3 and later
Streamvault™ SV-300E 16.3 and later
Streamvault™ SV-350E 16.3 and later

Cause

All Mercury EP controllers require the Transport Layer Security (TLS) 1.1 protocol to communicate with Security Center. However, the protocol is disabled on all Streamvault All-in-One appliances 16.3 and later.

Solution

Enable TLS 1.1 in Windows Registry Editor.