Warning
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 has a valid gateway specified and it's not receiving communications
Product Line
EcoStruxure Security Expert
Environment
- Security Expert Controller firmware .1248 (or higher)
- Security Expert 4.0.128 (or higher)
- Security Expert Controller w/ USB port 2.08.582 (or higher)
- SX-ELV-HLI-TK license to enable the integration
- USB to Ethernet adaptor dongle
- TKE Controller (American) v2r0 (only supported version)
Cause
It is a known issue. SP-C sends a heartbeat message to TKE but it is not being sent/received as a broadcast message. The controller still sends a heartbeat message to TKE but it is not sending it as a broadcast message with a destination of FF:FF:FF:FF:FF:FF. The gateway being valid causes it to send a Unicast message to the gateway itself (eg router) which does not pass it on to the rest of the network. (This is a known issue and has been logged with engineers).
Resolution
The workaround is to enable the USB Eth NIC on the SP-C and use:
- The onboard NIC to connect to the Security Expert Server that requires a valid gateway to be set
- The USB to ethernet adaptor (USB NIC) to connect to the TKE Network where we would set any gateway to avoid this bug
Note: The USB NIC can only be configured when using OTIS elevator HLI type. The USB NIC hardcodes the required OTIS IP info to the Onboard NIC for connection to Security Expert.
To enable Web UI:
1. In Security Expert, Go to Sites|Controllers|Configuration Tab.
2. Scroll down and expand the Elevator HLI section. Set Elevator HLI type to choose OTIS
3. Return to the General Tab, Scroll down and expand the Commands section and enter OTISUseUSBForMainComms = true
4. Save changes and wait for the programming to be downloaded.
5. Power cycle the SP-C.
6. Go to SP-C Web UI. The USB Eth adaptor will have the original IP. Configure both IP adresses
7. Once The NICs are configured, change the Elevator HLI type back to Thyssen Krupp, choose Cable Network type
8. Click Save and restart the SP-C.
