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Administrator Guide
Learn about Synergis Cloud Link hardware and software.
Maintenance and troubleshooting
Learn how to troubleshoot issues and keep your Synergis Cloud Link unit up to date.
Maintenance and troubleshooting for Synergis Cloud Link units
Upgrading Synergis Cloud Link firmware
To ensure that you have the latest security fixes and improvements, keep your Synergis™ Cloud Link unit up to date with the latest version of firmware.

Release Notes
Learn about the Synergis Cloud Link release.
Hardware Installation Guide
Learn how to install and connect your Synergis Cloud Link appliance.
Administrator Guide
Learn about Synergis Cloud Link hardware and software.
- Preface
- Introduction
- General configuration
  Learn how to configure your Synergis Cloud Link unit.
- Integration-specific configuration
  Learn how to configure third-party devices to work with your Synergis Cloud Link unit.
- Maintenance and troubleshooting
  Learn how to troubleshoot issues and keep your Synergis Cloud Link unit up to date.
  - Maintenance and troubleshooting for Synergis Cloud Link units
    - Viewing system information on the Synergis Cloud Link unit
      You can view the Synergis™ Cloud Link unit’s status and configuration files for troubleshooting purposes.
    - Changing the logon password for the Synergis Cloud Link appliance
      As a security best practice, regularly change the logon password for the Synergis™ Cloud Link appliance.
    - Synergis Cloud Link user audits
      To investigate activity of users in the Synergis™ Appliance Portal, you can view when users last logged on to the Synergis™ Cloud Link unit, when their password was last changed, and when they were last locked out after three failed login attempts.
    - Downloading the unit configuration file from your Synergis Cloud Link unit
      You can download your Synergis™ Cloud Link unit's configuration as a compressed file to restore the configuration on a different unit during a unit replacement.
    - Uploading the unit configuration file for your Synergis Cloud Link unit
      When replacing a Synergis™ Cloud Link unit, you can download the old unit's configuration file, and then upload it onto the replacement unit to restore the configuration.
    - About the Capabilities report page
      To facilitate troubleshooting issues with the Mercury controllers enrolled in your system, you can refer to the Capabilities report page in the Synergis™ Appliance Portal. The page gives you an overview of the state, feature usage, and event logs for each of your controllers.
    - Downloading support information for your Synergis Cloud Link unit
      To simplify troubleshooting your Synergis™ Cloud Link unit, you can download a single file containing all the information you need to provide Genetec™ Technical Support with from the Synergis™ Appliance Portal.
    - Pinging interface modules from the Synergis Appliance Portal
      You can ping interface modules and their downstream interfaces through the Synergis™ Appliance Portal to check if your unit installation was successful, or to troubleshoot network or packet loss issues.
    - Upgrading Synergis Cloud Link firmware
      To ensure that you have the latest security fixes and improvements, keep your Synergis™ Cloud Link unit up to date with the latest version of firmware.
    - Rolling back the Synergis Cloud Link unit after a firmware upgrade
      After a Synergis™ Cloud Link firmware upgrade, you have seven days to revert the upgrade in the Synergis™ Appliance Portal.
    - Upgrading interface module firmware through the Synergis Appliance Portal
      Synergis™ Cloud Link units work best when all connected interface modules are running the recommended firmware. Recommended firmware versions are certified by Genetec Inc.
    - Downstream devices supported for upgrade through the Synergis Appliance Portal
      You can upgrade the firmware of specific devices in the Synergis™ Appliance Portal. For manufacturers that are not supported, you might have to use the manufacturer's software to apply the recommended firmware.
    - Cleaning up storage on the Synergis Cloud Link appliance
      Ensure that you have sufficient space on your Synergis™ Cloud Link appliance before installing updates or new firmware. You can verify how much space is available and perform storage cleanups on your appliance from the Storage page of the Synergis™ Appliance Portal.
    - Viewing peer-to-peer information on the Synergis Cloud Link unit
      To troubleshoot issues related to units connected as peers to the Synergis™ Cloud Link unit, and verify that the units can all communicate with one another, you can view their status and other information about them from the Synergis™ Appliance Portal.
    - Mercury controllers using mTLS remain offline after moving them
      If your Mercury controller, using mTLS (mutual TLS) authentication, does not come back online after being moved to another access control appliance, you need to reset the connection type on the Mercury controller’s web page.
    - Advanced URL console commands
      This reference lists examples of the supported HTTP methods in the Advanced URL console and describes how each method can be used to manage advanced settings and features on the Synergis Cloud Link™ unit.
    - About the Synergis Cloud Link diagnostic service account
      The diagnostic service account gives basic diagnostic and troubleshooting privileges to a non-administrator account holder.
    - Restarting the Synergis Cloud Link unit hardware or software
      During a debugging session, the support technician might ask you to perform a hard or a soft restart on the Synergis™ Cloud Link unit.
- Additional resources
  Learn about the default ports used by your Synergis Cloud Link unit.
Glossary
Where to find product information
You can find our product documentation in the following locations:
Technical support
The Genetec™ Technical Assistance Center (GTAC) provides technical support to customers worldwide. As a Genetec customer, you have access to TechDoc Hub, where you can find documentation and answers to product questions.

Upgrading Synergis Cloud Link firmware

2026-06-26

To ensure that you have the latest security fixes and improvements, keep your Synergis™ Cloud Link unit up to date with the latest version of firmware.

Procedure

Download the latest firmware from the Genetec Portal Product Download page:
1. From the Download Finder list, select Synergis™ Cloud Link, and then search for your firmware.
2. Save the .sfw file on your local drive.
Log on to the Synergis Cloud Link unit.
Click Maintenance > Firmware upgrade .
Click Select upgrade file.
In the file browser that opens, select the .sfw firmware file, and click Open.
Click Upgrade now.

The upgrade can take up to a few minutes, and then the unit restarts.