The customer still receiving ‘Synchronization failed’ when attempting step 5,from procedure,therefore I am unable to add new users.
No alarm ID or pop -up was showed ,only result that "Synchronization Failed"
We have provided the procedure to the customer how to "add new users and set permissions "
After all those steps , 3 times the customer received the same result: "Synchronization Failed"
We have checked the software version of the ECC800
We have guided the customer to upgrade ECC800 at new software version ECC800 V100R001C41SPC202 , and the result was ok for all devices except Access Actuator.
We have guided the customer to power reset the Access Actuators and disconnect the POE cable from the Access actuator and Smart ETH device.
Access Actuator end:
Smart ETH end:
After removing the POE and restarting the Access Actuators worked. The software upgrade completed within seconds and the customer can now successfully synchronizing users.