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SP-C Controllers randomly going offline

Warning

Hazard of Electric Shock: Remove all power from all devices before removing any covers or doors of the system. Disconnect power at the device and at the power source.

Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices.

Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance.

Issue

  • SP-C Controllers randomly going offline / online.  Restarting the controller resolves the issue for a short period of time.
  • SP-C Controller ports showing TIME_WAIT when a netstat command is run.

Product Line

Security Expert

Environment

Security Expert Controller (SP-C)

Cause

Under normal conditions an SP-C needs to update the Security Expert Server with new data. During this time the IP Socket of the SP-C is in a Waiting State, refusing to communicate to anyone else while waiting for an opportunity to upload. Once the controllers data has been uploaded to the server however the controller releases the IP Socket and it is open again to new communication.

In an extremely small number of cases the SP-C controller goes into this waiting state as usual but then never comes out of that state, holding onto the IP Socket forever and blocking any further communication until the controller is power reset.

This only affects a very small percentage of SP-C controllers running Microsoft Windows CE OS Version 16.

Resolution

In these extremely rare cases the first step is to identify that the affected controllers are indeed running the affected OS version 16.

  1. Log into the controllers configuration web page.
  2. Browse to the Configuration tab.
  3. Check the OS Version field at the bottom of the page.

Once it is clear, that the OS is version 16, Product Support can be contacted to arrange to upgrade the controller OS to Version 20 (or greater) as is found in SP-C controllers shipping now. As this is a high risk procedure and can result in complete failure of the controller if anything goes wrong there are two options for upgrading the OS.

  1. Install the affected controller on a test bench with remote access for Product Support to remote in to and perform the update.
  2. Have the controller sent back to the factory to be updated and returned to site.

Both options will require replacing the controller with temporary stock while the upgrade is being performed.

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