Symptom

A device continues to appear as connected in Cloud Link even after it has been deleted from the Suprema Device Plugin.


Observation

This behavior occurs when the device is still assigned to a Door in:

Config Tool → Area View → Door

Even if the device is deleted from the plugin, the Cloud Link connection remains active.

This behavior has been confirmed with Genetec and is expected by design.


Root Cause

When a device is associated with a Door entity in Genetec, the door configuration maintains ownership of the device.

As a result:

  • Deleting the device from the Plugin alone does not fully remove it from the system

  • The Cloud Link continues to keep the device connection active because it is still referenced by the Door configuration


Resolution

To fully remove the device and clear the Cloud Link connection, follow these steps:

Step 1: Remove the Device from Door Configuration

  • Open Config Tool

  • Navigate to Area View → Door →  Hardware

  • Remove the device from the door settings

  • Save the configuration

Step 2: Clear the Device from Cloud Link

After removing the device from the door configuration, use one of the following methods:


Option 1: Manual Removal

  • Go to Cloud Link → Hardware → RIO tab

  • Manually delete the device from the list

Option 2: Cloud Link Restart

  • Restart the Cloud Link service

  • Trigger a synchronization from the plugin

  • The device will be automatically cleared during re-sync

Recommendation

  • Always remove devices from Door configurations before deleting them from the plugin

  • Treat the Plugin as a management layer, while Door entities act as active references

  • Use Cloud Link restart and re-synchronization as a clean-up step when device references persist