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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 does not come online.

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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 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.
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  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 does not 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 cannot connect to a Streamvault appliance
  When you try to access an SV appliance using Remote Desktop, you receive a message that Remote Desktop cannot connect to the remote computer.
- Cannot uninstall CylancePROTECT from SV Control Panel for some Streamvault appliances
  You turned off the CylancePROTECT option from SV Control Panel, but CylancePROTECT does not uninstall from your Streamvault™ appliance.
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Mercury EP controllers remain offline when TLS 1.1 is disabled

2023-09-05

After enrolling a Mercury EP controller in Security Center, the unit does not come online.

You do not receive any errors or warnings about this issue.

Applies to:

SV-100E 16.3 and later
SV-300E 16.3 and later
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.