Building Automation Knowledge Base

  Issue How can I troubleshoot a communication issue with the Smart Connector. Is there a log available within the AS or ES that shows the Smart Connector communication. Product Line EcoStruxure Building Operation Environment Building Operation Workstation Building Operation Automation Server Building Operation Enterprise Server Cause When troubleshooting Smart Connector issues in an AS or ES it can be helpful to see the communication between the Server and the Smart Connector device to help identify this issue. The trace log within both server types is available and is configured as described below in the resolution. Resolution Open Workstation and navigate to [AS/ES name]/System/Modules/Trace/Loggers/nsp/nsp.csc/nsp.csc.CWSServer. Right-click "nsp.csc.CWSServer" and choose Properties. Under Level, change from "Information" to "Trace", then click ok. Let it run a few minutes. If there are some user input needed to recreate the Smart Connector issue, then perform these steps now. Retrieve the log by right-clicking [AS/ES name]/System/Modules/Trace/TraceSettings and choose Trace settings->Get trace log.  Save the log file. Once debugging is complete remember to change log level back to "Information" (reverse of step 3). Note: If the ES or AS is reset, i.e. cold started or warm started, the log level will return to 'Information', so if further increased logging is required, the procedure will need to be repeated. Note2: This option is only availabe for EBO version 6.02 and onwards

Issue I have an I/NET Controller with a forgotten DCU password. How can I recover it? Product Line TAC INET Environment I/NET Seven Site Cause A DCU password was set on the I/NET Controller and has been forgotten. Resolution Send an email to your local support. Include a copy of the current save file for the controller in question. Support will advise you on the password. Recommendation: For future use, either remove any controller passwords or record them in a secure location where they can be retrieved easily.

Issue There is a need to identify the Ports, URLs and Static IPs which must be open through customer's firewall for EcoStruxure Building Activate Flex Server and Partner Portal Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause Ports, URLs and Static IPs list needed to create firewall exceptions for EcoStruxure Building Activate Flex Server and Partner Portal in order to keep them functioning correctly. Resolution Below are the list of ports, URLs and static IPs that must be open through a site's firewall/network: URL Port Protocol Usage https://sentry.zenatix.com 443 TCP Allows the gateway to upload error logs and diagnostics. https://router.zenatix.com 443 TCP Allows the gateway to download Linux & Python updates from the Zenatix Server. Regularly polls the Zenatix Server to check internet connectivity. https://timesync.zenatix.com 9090 TCP Time server allows the gateway system & gateway clock to remain synchronized with Zenatix Server. https://gitlab.zenatix.com 443 TCP Used for troubleshooting to update the gateway codebase from the Zenatix Server. https://telemetry.zenatix.com 443 TCP Used for sending IoT device data and gateway health data to the Zenatix Server. https://emgx.zenatix.com 8883 TCP Used for communication between gateways and Zenatix cloud services for getting configuration or alarms from Zenatix Server to gateway and vice versa. 54.169.200.193 1194 UDP Allows Zenatix to remotely access and do API calls to the gateway through OpenVPN. https://mender.zenatix.com 443 TCP Used to download firmware updates to gateway from Zenatix Server.  

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 For various reasons, sometimes it is necessary to move a previously configured Infinet i2 device from one Infinet network to another in the same parent Automation Server, EcoStruxure Building Operation does not provide an automatic way to move an i2 device; it must be done manually. Product Line  EcoStruxure Building Operation Environment Building Operation Automation Server Cause Guidance on steps to move Infinet i2 device from one Infinet network to another in the same host Automation Server Resolution In this example, we are going to move multiple Infinet i2 devices from the Infinet network on COM-A to the Infinet network on COM-B.   Backup Make sure to make a backup of the Automation Server before attempting the steps below. This is in case there is a need to revert the changes for whatever reasons. Export Devices from COM-A From COM-A Infinet network, display a List View of the devices, making sure to have columns displaying the Infinet ID and Serial Number. Write down the Infinet IDs and Serial Numbers of the devices to be moved. In the List View, multi-select the devices to be moved, right click and perform an 'Export', leave the Export Reference Filter at default (Export). After successful export, right click on the selected devices again and delete them from COM-A Infinet network. Prepare COM-B for Import From COM-B Infinet network, display a List View of the devices, making sure to have columns for Infinet ID and Serial Number. Observe the Infinet ID column, and compare with the notes taken above of the moving devices' Infinet ID, for IDs that are already in use in COM-B, you will need to assign a new ID to the device moving from COM-A Infinet network to COM-B, update your notes to include an available ID on COM-B. (see example below of what the notes might look like)   Import Devices to COM-B In the System Tree, select the COM-B Infinet network and perform an import of the XML file created via export above. Physically move the devices from COM-A Infinet to COM-B Infinet. When doing so, avoid introducing duplicated Infinet IDs into COM-B Infinet. Make sure to power down the devices you are moving, connect them to COM-B Infinet, and only then power up the devices. On power up, the devices perform an ID check and stay off the bus if they detect their IDs are already in use. Configure Devices in COM-B From COM-B Infinet network, display a List View of the devices making sure to have columns for Infinet ID and Serial Number. Right click each device moved from COM-A Infinet to COM-B Infinet, and select "Properties", in the "Advanced" tab, enter the appropriate Infinet ID and Serial Number for the device then click "OK". In the List View, right click the device from previous step again, select "Device->Commission", after successful commission the device should go ONLINE Final Steps After all the moved devices are online, you should download ALL (whether moved or not) the devices to have their programs recompile and rebuild their Import/Export tables. Fix any references that were lost due to devices changing Infinet network and Infinet ID  

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 Validation of SSL Certificate does not work Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Space-Logic Server (AS-X) Cause Cloud Connectivity makes use of the Baltimore CyberTrust Root Certificate for communication to the cloud, and often this certificate is not updated due to lack of maintenance routines on the Windows Server. Resolution Run Windows Update: On the server running the ES/EC, run Windows Update and make sure the Operating System is updated to the latest maintenance version available. Manually update certificate:  On the server running the ES/EC, go to https://curl.se/docs/caextract.html using a web browser and follow the instructions to download a collection of the most commonly used certificates on the web that are up to date. Click on the start-menu, type in ”certmgr” and press enter. Navigate to Trusted Root Certification Authorities/Certificates Under Trusted Root Certification Authorities, right-click the Certificates folder and select ”All Tasks > Import…” Follow the guide, click ”Next” and then locate the file you downloaded in Step 2a (make sure you filter to All Files). Click ”Next” on all steps and then click ”Finish”.

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. Issue Why is it recommended to not mix high and low voltage connections on the same side of an CRS-HH-REL-10? Product Line EcoStruxure Building Operation. Environment Building Operation Room Controller (RPC) 24 V Building Operation Room Controller (RPC) 230 V Cause According to the documentation, it is not recommended to mix high and low voltage connections on the same side of the device.   Resolution There must be a minimum distance between terminals connected to High Voltage and terminals connected to Low Voltage of at least 5.5 mm to prevent the chance of voltage creep between the terminals.

Issue One of the following error messages are displayed. Internal server error Server already part of a system Product Line EcoStruxure Building Operation Environment Building Operation WorkStation Building Operation Server Cause Version Mismatch: The Automation Server is either not the same version as the Enterprise Server or it is still connected to a different Enterprise Server. If the Automation Server is still connected to another Enterprise Server then it must be detached before it can be added underneath a new Enterprise Server. User Permissions: In some instances, the User Permissions "System Address" is not added to the user account that is attempting to add the server.    Resolution If you are given an error that states "Domain: Internal Server Error" then you need to download the same version of firmware to the AS that is installed on the ES. Resolution #1: Detach the Automation Server Log in to the Automation Server.   In the system tree pane, right-click on the automation server and go to Advanced > Detach server.   The Disconnect Automation Server window will open; click yes.   The Automation Server is now detached and can be added to an Enterprise Server. Resolution #2: Verify User Permissions Check a current backup using the SBO xbk Analyzer and verify the number of servers listed under Reports>Servers Log on using the default admin account and see if these servers exist. Detach the server(s), as described above. If the secondary user still requires permission to add and see ALL servers: Go to the user and select the Permissions tab Ensure the ES path is selected Click on the Add System button (identified with the arrow) Enable all options to allow read/write, create etc.  Save these changes and log off and back on with this user to see the changes. This user should now be able to add/see ALL servers.

Issue What temperature limit should the CPU Temperature stay within? Product Line EcoStruxure Building Operation. Environment Building Operation Automation Server Premium Building Operation Automation Server Bundled Cause From EBO version 3.2, the CPU Temperature is added. Resolution The CPU temperature parameter displayed in the UI property dialog Automation Server Properties – Basic Tab is intended for internal debugging purposes only. Users are not required to monitor or take action based on this value, as there is no specified maximum CPU temperature level that requires user intervention or indicates potential CPU performance degradation.  

Issue The instance values the Function Block program had when the backup was taken is lost when the backup is restored in an AS-P running in PCT. Product Line EcoStruxure Building Operation Environment Building Operation Project Configuration Tool (PCT) Cause When the program is first initiated, the values for it is written to the database. If the “Program executions” Is turned off, the instance values the program had when the backup was taken is not read. Hence the values are set to 0.   On a real AS-P, a Cold start is performed after the restoring of the backup. When restoring a backup on an AS-P in PCT, one or two cold starts are done, followed by an additional warm start at least for the PCT 2. Resolution To get the instance values from the backup when it is restored, the “Program execution”/”Enable program” In PCT should be turned on before the restore is done.   Since a warm start is done for the PCT, the issue regarding Retain level vs. FB Backup property needs to be taken into consideration. https://ecostruxure-building-help.se.com/bms/Topics/show.castle?id=15741&locale=sv-SE&productversion=7.0&a=1

Issue Removal of the Mobile Profile in N4.15 Product Line TAC IA Series. Environment I/A Series N4.15 Jace I/A Series N4.15 Enterprise Server Cause The Niagara Mobile Profile has been removed from Niagara 4.15 Resolution Since the Niagara Mobile APIs were deprecated and replacements provided in N4.6,  Niagara Mobile has been removed in N4.15. The standard HTML5 Hx Profile is mobile friendly and users configured with the BDefaultMobileWebProfile will automatically be switched to the HTML5 Hx Profile. When you start up a N4.14 station in a N4.15 environment for the first time and it was configured for using the mobile profile, you should see this warning:   "WARNING [14:06:11 22-May-24 EDT] [web] Support for the "Default Mobile Web Profile" has been removed. Users with this profile have been switched to the "Html5 Hx Profile".

Issue Jace 8000 versus Jace 9000 WiFi specifications Product Line TAC IA Series Environment I/A Series N4 Jace 8000 I/A Series N4 Jace 9000 Cause Defining WiFi feature differences Resolution The JACE 9000 includes a WiFi 5 radio supporting Bluetooth 5.2LE that is currently disabled.   Below is a table of the differences between the JACE 8000 and JACE 9000 WiFi:   Feature JACE 8000 WiFi JACE 9000 WiFi WiFi Standard WiFi 4 (802.11n) WiFi 5 (802.11ac) Switch Type Hardware Switch Software Switch Modes Off, Access Point (WAP), or Client Off, Access Point (WAP), or Client Security WPAPSK / WPA2PSK supported WPAPSK / WPA2PSK supported Bluetooth Not Supported Yet Bluetooth 5.2 LE WiFi Disabled at Factory Depending on SKU Depending on SKU   SKU Details: JACE 8000: JACE-8000-CSE-001 US JACE-8000-CSE-002 WW JACE-8000-CSE-003 NON WIFI JACE-8000-CSE-004 China JACE 9000: JACE-9000-CSE-001 US, CA JACE-9000-CSE-002 WW JACE-9000-CSE-003 NON WiFi JACE-9000-CSE-004 China JACE-9000-CSE-005 EU The JACE 9000 includes a button behind the door that can be configured as "Access Point Controlled" mode, enabling the use of an inactivity time limit for access point availability.  Selecting this mode activates a configurable time limit property for inactivity and the use of the Wi-Fi button to toggle on or off the Access Point availability.   This is similar to the hardware switch of the JACE 8000.    Figures Figure 1 shows the front panel of the New JACE 9000 WiFi Figure 1.1 shows the JACE 8000 hardware switch indication Figure 1.2 shows the JACE 9000 software switch indication  Figure 1 - Front of JACE 9000 panel – WiFi LED and button location   Figure 1.1 - JACE 8000 hardware switch indication   Figure 1.2 - JACE 9000 software switch indication   NOTE: WiFi will not be supported in Jace 8000 with N4.15 release. Blackberry QNX chipset support has been dropped in the Jace 8000. Details and Summary 

Issue JACE 8000 WiFi radio Product Line  TAC IA Series Environment I/A Series N4 Jace 8000 I/A Series N4.15 Software Cause Niagara Framework, Niagara 4.15, includes an update to the QNX operating system that no longer supports the WiFi chipset in the JACE 8000. Resolution Customers who have deployed JACE 8000 devices with the WiFi connectivity option will not be able to activate or configure the WiFi radio under Niagara 4.15.  Blackberry QNX has dropped support for the WiFi chipset used in the JACE 8000. This change was effective with the latest release of its QNX 7.1 Software Development Platform (SDP) in November of 2024. Niagara 4.15 includes this QNX 7.1 SDP update and will install based on the current setting of the JACE 8000 WiFi radio.   What should the Jace 8000 WiFi customer expect When upgrading a JACE 8000-WiFi unit to Niagara 4.15, switch the WiFi radio to the DISABLED setting before attempting to install. In this configuration, 4.15 will install normally. Note that after commissioning, you will no longer see the WiFi Configuration option on the platform menu, and you will not be able to connect via WiFi. Also, note that Niagara 4.15 will not install if the WiFi radio is set to ENABLED.     What to do in situations where WiFi connectivity is needed A factory reset will restore Niagara 4.9, and the JACE will regain its WiFi functionality. You can then commission the JACE 8000-WiFi unit with Niagara 4.14.

Issue Prevented from logging in to Security Expert due to client licenses being available. See message "Licensed number of connections exceeded" when attempting to login. Login Message Product Line EcoStruxure Security Expert Environment Security Expert Client Cause The Concurrent client connections are being used up by active Security Expert clients or clients that have not been properly logged out.   Available licenses can be confirmed by checking under About | License. The Concurrent client connections feature will show the number of used connections out of the total available for use.  Consumed Connection Licenses Resolution 1 - Log out unused Security Expert clients. Currently logged in Operators can be determined by checking the Windows application event logs Security Expert Data Service events for "New Operator Logon" and "Remove Operator by Disconnect". These contain the record id and name of the operator identifying who has logged in. Those Operators are still logged in if there is no reciprocal disconnect message seen. If it can't be determined from the Operator which machine is being logged into this can be identified by viewing currently open ports to the server using Wireshark.   2 - Correctly close the Security Expert client to release the client license Closing the Security Expert client by clicking the "x" on the windows taskbar can close the application without first logging out the current Operator. This can result in the concurrent client license not being released. To then release the consumed licenses the Security Expert server must be restarted. Taskbar Log out the Operator before closing the Security Expert client or close the Security Expert client by clicking the "x" at the top right of the client window. Close Client   3 - Operator timeout This setting is disabled by default. Set the "Enable operator timeout" setting on Operators for an appropriate time. After this amount of time with no activity the Operator will be automatically logged out releasing the client license. Operator timeout

Issue Define I/A Series AX/G3/N4 software compatible with a specific version of Windows Product Line TAC IA Series Environment I/A Series (Niagara) AX/G3/N4 software Windows 32-bit and 64-bit operating systems Cause Only specific releases of the I/A Series AX/G3/N4 software have been certified compliant with specific versions of the Microsoft Windows software.  Resolution The following chart details the version compatibility between the releases of the I/A Series G3/N4 software and various versions of the Microsoft Windows Operating System software.   Refer to Supported Operating Systems for Niagara 3.7 and earlier (June 2016) Refer to Supported Operating Systems for Niagara 3.8 (July 2020) Refer to Supported Operating Systems for Niagara 4.1, 4.2, and 4.3 (September 2019) Refer to  Supported Operating Systems for Niagara 4.4 and higher (March 2025)   For the larger Schneider Electric BMS offering please refer to Software and Firmware compatibility matrix for older versions of I/NET, Vista, Andover Continuum, Satchwell Sigma, I/A Series, and StruxureWare Building Operation

Issue Security Expert Data Service fails to start with error 1067: The process terminated unexpectedly  Product Line Security Expert Environment Security Expert Server Cause Port used by the service is blocked or already in use Permission issues with the service logon account Prerequisite .NET Framework is incomplete or not installed correctly Resolution In Windows go to Windows Features and ensure that all .NET Framework items show a check mark to indicate that each sub item has been enabled. See Ensuring Windows features are installed for Security Expert SOAP service for details. In Windows Event Viewer, examine the Application log, it will typically have an entry with details about the reason for the error. In this case, we see an Address Already In Use Exception in the Socket Connection Listener. This is a clue the error is with the network port. The Security Expert data service has been configured to use the default port 8000. On the server, list the network ports using netstat. We can see PID 5660 is already using the port. Get the name of service associated with PID 5660. Once the service is identified, take corrective steps to ensure the two services don't use the same port. Make sure the Windows account the service is using to log on has the appropriate permissions. If port 8000 isn't being used, first Reboot the Security Expert PC and if the error still persists, uninstall Security Expert, reboot and reinstall.

Issue What is the compatible SpaceLogic BACnet/IP device firmware version for my EBO or Tridium Niagara N4 installation? Product Line EcoStruxure Building Operation, TAC IA Series Environment SpaceLogic BACnet/IP devices Tridium Niagara N4.10 and later versions Jace 8000 Tridium Niagara N4.10 and later versions Enterprise Server  Cause The SpaceLogic (formerly known as SmartX) IP Controllers shipped from the factory may not have the latest firmware installed. It is essential to verify that the controller has the latest firmware build loaded for the EcoStruxure Building Operation version or Tridium Niagara N4 build being used before programming the controller. Resolution The below table contains the supported SpaceLogic BACnet/IP devices firmware for each EBO release.  * CPs are available on: EBO Hotfix List Note: Versions not mentioned in the table above are out of full support. Refer to earlier versions' release notes for the older versions' compatibility matrix, refer to EBO- Release Notes and Software Support Policy for EcoStruxure™ Building Operation   Note: RP-C is only supported on EBO 3.0 and later SpaceLogic/EasyLogic versions compatibility SpaceLogic BACnet/IP devices can be upgraded using WorkStation, as explained in Updating Firmware in BACnet/IP Controllers.  SpaceLogic BACnet/IP devices firmware can also be upgraded using the eCommission SmartX Controller mobile application, you can download firmware to either a single BACnet/IP controller or multiple controllers, even if not hosted. This is only supported over an IP connection, as explained in Using the eCommission SmartX Controller Mobile Application to Download Firmware to BACnet/IP Controllers   Tridium Niagara N4 Compatibility Note: Previous to Version 1.0, SpaceLogic BACnet/IP devices firmware is only approved at v3.02.03 for Jace 8000 and Niagara Enterprise Server using N4.10 and newer platforms. Starting in Version 2.0 (Build 77) firmware v4.00.04.02002 CP1 is approved for use.  Make sure and reference the controller type in the table above as well. Release Notes  Starting with Version 3.1 (Build 85), firmware 6.00.03.03007 CP2 and 7.x RC can be employed. The EasyLogic controllers are supported by the Niagara modules with these releases.  N4.10, 4.13 and 4.14 are the only versions with these modules. Product Annoucement      

Issue The VX logging functionality is not included in the 5.15 release. It is functioning in prior and later releases. Product Line TAC Vista Environment Xenta 500 Xenta 700 Xenta 900 Cause VX functionality was not included with the 5.15 release. Resolution Use a version other than 5.15 where the VX log is included.

Issue How do you integrate a time schedule in a Xenta programmable data manager, the occupancy command for a Xenta 121, and the override button on the associated STR-350 stat in an LNS system where everything is connected using SNVTs? Product Line TAC Vista Environment Xenta 121 Cause The desired outcome is to have all of the occupancies synchronized at all times. This will ensure the stat shows the current effective setpoint, the 121 runs the unit when appropriate, and the effective occupancy is available from the front end. Resolution Place the STR-350 in between the Xenta programmable occupancy output and the input command of the Xenta 121. Bind nvoOccupancy (user-defined name) output from Xenta programmable to nviEffectOccup of STR-350. Bind nvoOccManCmd output from STR-350 to nviOccManCmd of Xenta 121.

Issue Even though the curve block is set to range between 0-100, the block just stays at a fixed output somewhere in the curve output range. Product Line TAC Vista Environment Vista Workstation Cause The curve requires the first entry of the X value to be the lowest value, and then the subsequent values to be larger than the previous X entry. Resolution Adjust the order of the XY entries on the curve block so the first entry in the X will be the lowest value. Example of Incorrect Curve Here is an example of a Curve that will not work. Note the first X entry is -2 and the last X entry is -6.  Example of Correct Curve To correct this curve, -6 is the lower number, so this should be the first X entry. Here is an example of the curve that has the correct X entry order

Issue The maximum number of backups in Vista is 20. Is it possible to change this limit? Product Line TAC Vista Environment Vista Server Cause When backups in Vista are set up, you can specify the maximum number of backups that should be created before the oldest is overwritten. The default is two, and the maximum is twenty. Resolution It is not possible to change this limit as it is a hard-coded number in Vista.