Issue
Additional troubleshooting information is required for issues involving Mercury controllers in Access Expert.
Product Line
EcoStruxure Access Expert
Environment
- Mercury controllers
- LP Series controllers
Cause
Controller issues require additional diagnostic information for troubleshooting and analysis.
Resolution
1. Use Live Monitoring
Use Live Monitoring while the issue is occurring to identify any error messages being generated.
2. Collect SEQ Logs
SEQ logs provide more detailed error information than Live Monitoring. Install and collect SEQ logs for additional diagnostics.
3. Configure Controller Diagnostics with Acre
Schedule a troubleshooting session with Schneider Electric Product Support, who will coordinate a phone call and remote session with Acre/Feenics support. During this session, the controller will be pointed to their debugging server. This allows diagnostic logs to be collected and provided to HID/Mercury for further analysis. This step is typically only required after Live Monitoring and SEQ log collection have been completed and is rarely used.
4. Collect a Syslog from the Controller
For LP Series controllers, use the Syslog button on the Diagnostic page of the controller web interface.
- The downloaded syslog is an encrypted system log used by HID/Mercury support for advanced troubleshooting.
- The file must be provided to HID/Mercury support for analysis.
- The syslog is erased each time the controller reboots and therefore does not contain historical information from before the last reboot.
- Syslog files have the
.aesfile extension. - This method should only be used when requested by HID/Mercury support and is very rarely required.
