"Failed to Connect to Server" During Sigma Data Import to EBO

[Product_Support]

Issue

When performing a Sigma data import into Building Operation, the following error appears on the Enterprise Server (ES) machine:
"Failed to connect to server"

Simultaneously, the Sigma Server service on the Sigma machine has stopped unexpectedly.

Product Line

EcoStruxure Building Operation

Environment

• Sigma 4.08
• Building Operation Workstation
• Building Operation Enterprise Server

Cause

The Sigma database contains a longtext.rec file with unsupported characters, which causes the Sigma Server service to crash during the import process.

Resolution

Option 1: Longtext Not Required

If the Sigma longtext entries are no longer needed:

On the Sigma Server:

1. Stop the Sigma Server service.
2. Navigate to C:\Sigma\Data\ and delete the longtext.rec file.
3. Restart the Sigma Server service.
4. On the SBO ES: Retry the Sigma data import.

---

Option 2: Longtext Required

If longtext entries are still needed:

On the Sigma Server:

1. Start the Sigma Server service.
2. Open a Sigma client (can be on the Sigma server, SBO ES, or another machine).
3. Log into the Sigma Operator Panel.
4. Go to System Alarm Manager → Configure → Longtext.

   

5. Review each longtext entry and remove unsupported characters.

   

6. Re-enter the required longtext messages.
   • You may find backup copies in C:\Sigma\Data\Longtext.
7. On the SBO ES: Retry the Sigma data import.

Once the unsupported characters are removed or the file is deleted, the Sigma Server service remains stable, and the data import completes successfully.