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Troubleshooting
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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Configure your Streamvault appliance to work with Security Center access control and video surveillance.
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Configure your Streamvault Maintenance plugin to work with Security Center.
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Troubleshooting
Troubleshoot common issues that can occur.
- 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.
- Removing restrictions from non-administrator user accounts
  By default, non-administrator user accounts, including the Operator, have limited access to Streamvault™ Control Panel features. You can remove the restrictions from those accounts to give them more access to features.
- Local accounts can't access Remote Desktop, file sharing service, and remote management
  When the Remote Desktop service, Remote management, or File sharing service options are turned on in the SV Control Panel, local accounts still can't access the features.
- Enabling Smart Card related services
  If you've upgraded to SV Control Panel 3.0 from an older version and want to enable Smart Card related services, you can do so through the Windows Services application.
- Enabling support for the Mercury controller Overwatch add-on
  To add support for the Overwatch add-on for the Mercury controller, you must add an extra cipher to the SSL cipher suite.
- Enabling support for the Synergis IX plugin
  To add support for the Synergis™ IX plugin, you must add an extra cipher to the SSL cipher suite.
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Genetec™ Technical Assistance Center (GTAC) assists customers with Streamvault issues related to software and hardware.
Glossary
Where to find product information
You can find our product documentation in the following locations:

Mercury EP controllers remain offline when TLS 1.1 is disabled

2024-12-17

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.