Issue
After updating the firmware on an SP-C-WEB controller via the web interface, the login page may fail to display the username and password fields, preventing access to the controller.
Product Line
EcoStruxure Security Expert
Environment
SP-C-WEB Controller
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.
Cause
This issue occurs when the login page web files are not properly updated during the firmware upgrade. Specifically, upgrading SP-C-WEB controllers from pre-cybersecurity firmware versions (4.00.1505 or earlier) directly to version 4.00.2402 or later can result in missing login fields.
Resolution
Recommended Upgrade Path
This issue has been addressed in version 4.00.2510. SP-C-WEB controllers can now be upgraded from 4.00.359 directly to 4.00.2510 or higher, eliminating the need for the previous staged upgrade approach.
- Upgrade to 4.00.359, if not already on that version
- Upgrade to 4.00.2510, or higher
This ensures all necessary web files are correctly updated.
If the Issue Has Already Occurred
If you've already upgraded to a version between 4.00.2402 and 4.00.2510 and cannot access the login page:
- A workaround is available.
- Please raise a Product Support case.
- Support will assist you via a remote session to restore access.
