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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
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.

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.
    - 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
Genetec™ Technical Assistance Center (GTAC) is committed to providing its worldwide clientele with the best technical support services available. As a customer of Genetec Inc., you have access to TechDoc Hub, where you can find information and search for answers to your product questions.

Downloading support information for your Synergis Cloud Link unit

2025-07-17

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.

What you should know

The engineering archive file is an encrypted .gen file that only Genetec Technical Support can decrypt. The archive file contains all logs and a backup of the unit's configuration.

Procedure

Log on to the Synergis Cloud Link unit.
Click Maintenance > Download diagnostic logs .
Do one of the following:
- Click Download engineering archive.
- In the Logs section, select specific categories of logs to download, and then click Download selected log types.
- Click the Advanced tab, expand the categories and select specific logs to download, and then click Download selected log files.
The file is downloaded.
Save the file to provide to Genetec Technical Support.