Issue The network interface card (NIC) on a desktop or laptop shows no link LED activity, indicating no network connection. Product Line Andover Continuum, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment Windows Operating System Devices with built-in or external NICs (Network Interface Cards) Cause The NIC may have power management features enabled. These features can automatically disable the NIC under the following conditions: No network activity is detected Battery power is low Battery connection is intermittent This behavior is designed to conserve power but can result in the NIC appearing inactive or disconnected. Resolution To resolve this issue, disable the NIC's power management settings: Open Device Manager. Expand the Network Adapters section. Right-click your NIC and select Properties. Go to the Power Management tab. Uncheck the box that says “Allow the computer to turn off this device to save power.” Click OK to apply the changes. Additional Notes This issue is commonly observed on laptops running on battery power. Disabling power management may slightly reduce battery life but ensures consistent network connectivity.

Issue When attempting to start a program, an error message appears indicating that communications port 1 (Comm 1) is already open. Product Line Satchwell BAS & Sigma, Satchwell MicroNet Environment Satchwell BAS 2800+ Satchwell Sigma Satchwell Visisat Cause The error occurs because Comm 1 is already in use by another application. A common culprit is Microsoft ActiveSync, which may reserve the port even if not actively used. Resolution Step 1: Check for Microsoft ActiveSync Open the ActiveSync connection settings window. Either: Change the Serial port number, or De-select the Serial port to release Comm 1. 💡 If ActiveSync is no longer required, consider disabling or uninstalling it to prevent future conflicts. Step 2: Check BIOS Settings If ActiveSync is not the issue: Restart the system and press F2 during startup to enter the System BIOS. Review the settings for communications port 1. Ensure it is enabled and not reserved by the system unnecessarily. ⚠️ Disabling Comm 1 in BIOS may also trigger the error. Re-enable it if needed.

Issue When the Remote Alarm Manager (RAM) sends an SMS message via GSM modem to a mobile phone, the message is truncated—the end portion of the message is missing. Product Line Satchwell BAS & Sigma, Satchwell MicroNet Environment Remote Alarm Manager Cause The issue occurs due to the length of the message being sent. SMS messages have a character limit of 160 characters. If the message exceeds this limit, it may be truncated or not delivered in full, depending on the mobile carrier and device. This is especially common when: The message type is set to Long Message (multi-line descriptive format). The Index Title or Point Title used in the message is excessively long. Resolution To prevent message truncation, consider the following actions: Use Shorter Message Types: Change the message type from Long Message to Normal or Short Message. Shorten Titles: Abbreviate long Index or Point Titles. Example: Change "Temperatures" to "Temps" . Review Message Content: Ensure the total message length does not exceed 160 characters.

Issue After installing and launching Remote Alarm Manager 2.0 (RAM 2.0) for the first time, the application starts in Demo mode, providing only a 2-hour trial period. Product Line Satchwell BAS & Sigma, Satchwell MicroNet, TAC Vista Environment Remote Alarm Manager Cause This behavior is expected. RAM 2.0 enters Demo mode by default upon initial startup because it has not yet detected a valid license. Resolution To exit Demo mode and activate the full version of RAM 2.0: Create the Input Interface (e.g., Sigma R4). Once the interface is created, RAM 2.0 will: Detect the customer’s dongle or Read the engineer’s PC ID code (if applicable). Upon successful detection, the software will exit Demo mode and operate under the licensed configuration.

Issue In Remote Alarm Manager (RAM) 2.0, the “Stop transmission of the Alarm Message” setting within an Action may be unintentionally lost when reviewing or modifying the configuration. This setting is part of the “What should be done when an alarm is acknowledged” menu. Product Line Satchwell BAS & Sigma, Satchwell MicroNet, TAC Vista Environment Remote Alarm Manager (RAM) 2.0 Cause The issue arises due to the way the Action configuration is navigated. Depending on the method used to review or edit the Action, the setting may be deselected without user awareness. Resolution There are two methods to modify an Action, each with different implications: Sequential Navigation (Using “Next” Button): Open the Action and proceed through each page using the Next button until reaching Finish. If you repeat this process, the “Stop transmission of the Alarm Message” option may become deselected, even if it was previously enabled. Direct Page Selection (Using Left-Side Navigation): Open the Action and directly select the desired page using the navigation boxes on the left. Important: If this method is used, always verify that the “Stop transmission of the Alarm Message” checkbox is ticked before clicking Finish. Best Practice Tip: When modifying Actions in RAM, always double-check the status of the “Stop transmission of the Alarm Message” setting before finalizing changes. This ensures alarm behavior remains consistent and avoids unintended message transmission.

Issue The Remote Alarm Manager (RAM) system does not behave as expected when processing “Off Duty” and “On Duty” messages from a reciprocator’s mobile device. Product Line Satchwell BAS & Sigma, Satchwell MicroNet, TAC Vista Environment Remote Alarm Manager (RAM) 1.2 and 2.0 Cause When a reciprocator sends an “Off Duty” message via mobile to the RAM interface, a duty exception is correctly created and displayed on the RAM console. However, when the same reciprocator sends an “On Duty” message, the system fails to cancel the previously created duty exception. This results in inaccurate duty status representation within the RAM system. Resolution A workaround is available to ensure proper handling of duty status changes: To allow users to remotely issue “On Duty” or “Off Duty” commands effectively: Navigate to the User Access Page in the RAM interface. Locate the user account in question. Set the user’s Local Access Level to ‘Privileged User’ or higher. This access level ensures that the system correctly processes both “On Duty” and “Off Duty” messages from the user’s mobile device. Note: This workaround must be applied individually to each user requiring remote duty status control.

Issue Startup programs can slow down system boot time and cause application conflicts if loaded in the wrong order. Product Line Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment Windows XP, Vista, 7, 8, 8.1, 10, 11 Cause Applications configured to launch at startup may: Increase boot time Cause system instability or delays Load in an incorrect sequence, affecting performance Resolution Windows XP, Vista, 7 Click Start → Run Type msconfig and press Enter Go to the Startup tab Uncheck items you want to disable Click Apply → OK Restart your computer 🔹 Windows 8, 8.1, 10, 11 Press Ctrl + Shift + Esc to open Task Manager Click the Startup tab Right-click any item and choose Disable Restart your computer for changes to take effect 💡 Tip: Only disable items you recognize. Disabling essential services may affect system functionality. Additional Notes Disabling startup items is useful for troubleshooting slow boot times or software conflicts. For persistent issues, consider using tools like Autoruns from Microsoft Sysinternals for deeper analysis.

Issue A licensing error appears in the RAM log when Sigma is installed. Dongle failure 30 day limited mode entered Product Line Satchwell BAS & Sigma Environment Sigma Remote Alarm Manager (RAM) Cause The error occurs due to incorrect licensing configuration in Sigma. RAM licensing relies on the Sigma dongle, and the appropriate license scheme must be selected during setup. Resolution To resolve the licensing error: Open the Remote Alarm Manager Computer Configuration Wizard. Navigate to: Start > Licence Scheme Ensure the checkbox for Legacy Licence Schemes is selected. This enables compatibility with the Sigma dongle-based licensing system.

Issue The SMS Nokia mobile phone simulator does not function in RAM 2.0 / 2.1 and Windows 7. Product Line Satchwell BAS & Sigma, Satchwell MicroNet, TAC Vista Environment Windows 7 Remote Alarm Manager (RAM) Cause When using RAM 2.0 or 2.1 on Windows 7, the SMS test interface fails to display the Nokia dummy phone on the desktop after sending a test SMS. This is due to the Interactive Services Detection service being disabled by default in Windows 7, which prevents interactive elements from appearing on the desktop. Resolution To enable the SMS Nokia mobile phone simulator to function correctly: Enable Interactive Services Detection: Press Windows + R , type services.msc , and press Enter. In the Services window, scroll down to Interactive Services Detection. Set the Startup type to either Manual or Automatic. Click Start to run the service. Send a Test SMS: In RAM, send a test SMS message to the dummy Nokia phone. An icon will appear in the Windows taskbar indicating a message is available. Click on “View the message” to open the dummy SMS phone interface. The message should now be visible on the simulated phone. Additional Notes This issue is specific to Windows 7 due to changes in how interactive services are handled. This workaround may not be applicable to newer versions of Windows where Interactive Services Detection is deprecated or removed.

Issue Alarm messages generated by the Remote Alarm Manager (RAM) do not include the date and time by default. However, some sites require this information to be present in the alarm text messages for compliance or operational clarity. Product Line Satchwell BAS & Sigma Environment Remote Alarm Manager Cause By default, RAM's basic text message configuration does not include the alarm date and time. This omission may not meet specific site or regulatory requirements for timestamped alarm notifications. Resolution To include the date and time in the alarm message, follow these steps to modify the message script in the RAM Console: Open RAM Console. Navigate to Configuration and select the required Action. Click Edit on the selected Action, then go to the Messages tab. Select the Advanced option and click Edit Script. In the Script Editor: Go to File > Open File. Browse to and open the desired script file. Modify the script to include the required fields. Example Script Output Format For Alarm Messages: Message No (non-configurable), Alarm Priority, Alarm Date/Time, Mnemonic, Value (e.g., Plant On / Plant Off) For Alarm Cleared Messages: Message No (non-configurable), Alarm Date/Time, Mnemonic, Value (e.g., Plant On / Plant Off) 💡 Tip: An example script file is available for download: [RAM Script.zip]

Issue The GSM modem fails to send a text message when an alarm is generated in the Sigma Remote Alarm Manager. Product Line Satchwell BAS & Sigma Environment Remote Alarm Manager (RAM) Cause The issue is typically due to incorrect configuration within the Remote Alarm Manager, particularly in the recipient settings or interface selection. Resolution Verify Configuration Settings: Open the Remote Alarm Manager configuration interface. Navigate to the Recipient Configuration section. Check Interface Selection: Ensure the correct communication interface is selected for the GSM modem. Confirm that the modem is properly connected and recognized by the system. Test Modem Functionality: Attempt to send a manual test SMS from the Remote Alarm Manager. If the modem does not respond, check for error messages such as: "Unable to reset GSM modem" "Modem did not accept reset command" Review Common GSM Modem Compatibility: Refer to the list of commonly used GSM modems compatible with RAM. Ensure your modem model is supported and configured according to Schneider Electric guidelines. Restart and Retest: Restart the Remote Alarm Manager service. Trigger a test alarm to verify SMS delivery. Additional Resources Sigma - Remote Alarm Manager - Commonly used GSM modems  

Issue The Exchange Download Center contains all of the assets you once accessed through the Buildings Extranet are now available on a brand new platform. It's easy to search and fast to download. Stay tuned for more great features as we roll this into the all-new extranet solution for Buildings. We ask that you register for a new account on The Exchange.   Product Line Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Field Devices, Other, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Exchange Download Center Cause You can utilize the new Buildings web experience from The Exchange. Resolution Navigate to https://www.se.com/myschneider/content/ww/en/gc/general/ecoxpert-landing-page.jsp * Use a modern browser for the best experience: Google Chrome, Mozilla Firefox, Microsoft Edge, and Microsoft Internet Explorer version 8 or later. If you receive the following error in Internet Explorer despite using version 8 or later, the browser displays the page in Compatibility View. Click here for more information on Compatibility View and how to disable it. The Download Center will not function properly in Compatibility View.   On the header bar, you will see the option in the top right corner for “Login / Register.” Click it.   If you are already registered, enter your email address and password. If this is your first time registering, click the link for “New to the Download Center? Register here!”   Answer whether or not you are a Schneider Electric employee using the radio buttons. If you are a Schneider Electric employee, enter your SESA ID and your desired password for The Exchange. Click to accept Schneider Electric’s Terms and Conditions and hit “Create Account.” * The first time you register, you must be connected to the Schneider Electric network or connected via VPN. This is only required at registration. All future logins can be done externally. If you are not a Schneider Electric employee, enter your first name, last name, company name, location, business email address, and desired password for The Exchange. * It is important to use your business email address if you are a licensed partner. Your email address is used to automatically validate your Partner status and assign the correct permissions to your user profile.   An email is sent to your designated inbox with a link to click through and validate your email address. Once this is done, your login is created, and you are ready to start using the Download Center. * If an error is displayed when trying to validate your authentication code, please try to log in. This happens when an email address has already been verified and oftentimes does not indicate an error with the registration.   Once logged in, you can search and download assets available to your user profile. If you attempt to download a file that you do not have access to, you will be given a chance to report if this is in error. Your username, email, and the asset you are trying to access are recorded. Please enter a message if any further description is required and hit “Submit.” A member of our team will get back to you promptly with a resolution. Web Site Support For any issue regarding The Exchange Download Center, please contact us at exchangesupport@schneider-electric.com.

Issue Points not reading in Xenta 555 Environment VisiSat 2.1 Build 148 Xenta 555 Cause If the Xbuilder points have been exported from VisiSat 2.1 Build 148. The .s (dots) that should separate the table offsets ETC are replaced by _s (Underscores). The X555 does not understand these. For example: The value page shows a reading of 0, but no red cross ETC.   Resolution You need to install VisiSat 2.1 build 148 Service pack 1. Service pack 1 is available from: https://www.se.com/myschneider/content/ww/en/gc/general/ecoxpert-landing-page.jsp Click here to download it from here Or by emailing Product Support Additional information can be found in TPA-LOND-08-0006.00 VisiSat 2.1  build 148

Issue Unable to order MicroNet View SNP I/O Server software. Environment MicroNet View 2.1 add ons Cause With computers being supplied without parallel ports the SNP I/O Server software has now been updated and the requirement for the hardware (dongle) has been removed. PA_00145 Satchwell MicroNet Range Rationalisation details this and other changes to the MicroNet range of software and hardware. Click here to view the document. Resolution The software can now be downloaded from the https://www.se.com/myschneider/content/ww/en/gc/general/ecoxpert-landing-page.jsp If you do not have access to the site you can contact Product Support who will be able to supply the software to you.   Or login to the BBE site and navigate through to it via: - https://www.se.com/myschneider/content/ww/en/gc/general/ecoxpert-landing-page.jsp

Issue The RAM Console is unable to communicate with the RAM Engine, and/or the customer cannot access the RAM Webserver. Product Line Satchwell BAS & Sigma Environment Remote Alarm Manager (RAM) Cause This issue typically occurs when the required TCP ports used by the Remote Alarm Manager are blocked, misconfigured, or not open on the network or firewall. Resolution To ensure proper communication between RAM components, verify that the following TCP ports are open and correctly configured: Communication Path Default TCP Port(s) Notes RAM Console ↔ RAM Engine 8090, 8091 Required for internal communication between the console and engine. RAM Webserver 80 Default HTTP port. RAM Webserver (Recommended Range) 781–785 Recommended to change from port 80 to a port within this range. 🔧 Tip: You can configure the recommended port range (781–785) in the RAM settings page to enhance security and avoid conflicts with other services using port 80. Additional Information Ensure your firewall and network policies allow traffic through the specified ports. If using custom ports, update all relevant configurations in both the RAM Console and RAM Engine. Refer to Resolving Possible Port Conflicts

Issue A newly installed program may fail to launch because it attempts to use a network port that is already in use by another application or service. How can current port usage on the host computer be determined quickly? Product Line EcoStruxure Building Operation, Satchwell MicroNet, Satchwell BAS & Sigma, TAC INET, TAC I/A Series, TAC Vista, Andover Continuum Environment Microsoft Windows Cause The program is trying to bind to a port that is already occupied by another process. Resolution   Open Command Prompt as Administrator Press Win + X → Select Command Prompt (Admin) or Windows Terminal (Admin). Run the following commands: View all active TCP connections with associated executables: netstat -a -n -p tcp -b​ Displays protocol, local/remote addresses, connection state, and the executable using the port. View active TCP connections with Process IDs (PID): netstat -a -n -p tcp -o  Use Task Manager to match the PID to the corresponding application. Check a specific port (e.g., port 80): netstat -a -n -p tcp -o | findstr :80 Filters output to show only entries using port 80.   Additional Tips Use Resource Monitor ( resmon ) for a graphical view of network activity. Consider using third-party tools like TCPView from Sysinternals for easier port monitoring.

Issue Uninstalling software from a Windows PC may leave behind residual registry entries, configuration files, and folders. These remnants can interfere with future reinstallation attempts or cause system clutter. Product Line Andover Continuum, EcoStruxure Building Operation, Satchwell BAS & Sigma,Satchwell MicroNet, TAC INET,T AC Vista Environment All supported Windows Clients and Server Cause The default Windows uninstaller may not remove all components of an application. This behavior is partly intentional, as Windows preserves settings and data to facilitate smoother reinstallation. For example, uninstalling SQL Server may leave behind database folders to prevent accidental data loss. This becomes problematic when software is removed due to installation errors or corruption, where a full cleanup is necessary before reinstalling Resolution To ensure complete removal of software components, including registry entries and leftover files, use specialized cleanup tools: Revo Uninstaller: Thoroughly removes software, including registry entries and associated files. CCleaner: Cleans up temporary files, residual registry entries, and system clutter. Recommended Cleanup Steps: Uninstall the software using Revo Uninstaller to ensure deep removal. Run CCleaner to clean up temporary files and registry remnants. Manually delete leftover folders, such as: C:\Program Files (x86)\Continuum After completing these steps, you should be able to reinstall the application without issues. Note This guidance applies to all supported versions of Windows, including Windows 11 (25H2, 24H2, 23H2), Windows 10 (22H2 until October 2025), and Windows Server 2025 LTSC.  

Issue how to set a static IP address to a Windows Client to ensure consistent network communication, especially for services like file sharing, port forwarding, or hosting. Product Line EcoStruxture Building Operation Environment Windows 10 Windows 11 Windows Server 2016, 2019, 2022 Cause Why use a static IP? Prevent IP address changes that disrupt services Enable reliable access to networked devices Support port forwarding and firewall rules Simplify network management in server environments Resolution For Windows 10 & Windows 11 Method 1: Using Settings App Open Settings → Network & Internet Select Wi-Fi or Ethernet, then click your active connection Scroll to IP assignment → Click Edit Change to Manual, enable IPv4 Enter: IP address (e.g., 192.168.1.100 ) Subnet mask ( 255.255.255.0 ) Default gateway (e.g., 192.168.1.1 ) DNS servers (e.g., 8.8.8.8 , 8.8.4.4 ) Click Save Method 2: Using Control Panel Open Control Panel → Network and Sharing Center Click Change adapter settings Right-click your active adapter → Properties Select Internet Protocol Version 4 (TCP/IPv4) → Properties Choose Use the following IP address and enter the details Click OK to apply For Windows Server 2016, 2019, 2022 Method 1: Using Control Panel Open Control Panel → Network and Sharing Center Click Change adapter settings Right-click the network adapter → Properties Select Internet Protocol Version 4 (TCP/IPv4) → Properties Choose Use the following IP address and enter: Static IP (e.g., 10.1.4.120 ) Subnet mask ( 255.255.255.0 ) Default gateway (e.g., 10.1.4.1 ) DNS servers (e.g., 10.1.4.1 , 8.8.8.8 ) Click OK        Method 2: Using Powershell Get-NetAdapter New-NetIPAddress -InterfaceIndex <Index> -IPAddress <IP> -PrefixLength 24 -DefaultGateway <Gateway> Set-DnsClientServerAddress -InterfaceIndex <Index> -ServerAddresses <DNS1>,<DNS2> Replace <Index>, <IP>, <Gateway>, <DNS1>, and <DNS2> with your actual values.    

Issue The Windows Installer fails to complete the installation of an application. This may occur across various Windows operating systems. Product Line Andover Continuum, EcoStruxure Building Operation, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment Microsoft Windows Server 2003 Microsoft Windows Server 2003 R2 Microsoft Windows XP Windows 7 Windows Server 2008 Windows Server 2008 R2 Windows Vista Windows 8 Windows 8.1 Windows 10 Windows Server 2012 editions Windows Server 2012 R2 Cause Installation failures may result from: Corrupted system files Incomplete previous installations Conflicts with existing software Unsupported OS versions or outdated service packs Resolution For Windows 10: Use the official Microsoft Program Install and Uninstall Troubleshooter: 🔗 Launch Troubleshooter Note: This tool is not supported on earlier versions of Windows or Windows Server. For Other Windows Versions: Manual troubleshooting steps may be required: Run System File Checker (SFC): Open Command Prompt as Administrator and run: sfc /scannow Check Windows Installer Service: Ensure the service is running: Press Win + R , type services.msc , and locate Windows Installer Right-click → Start (if not running) Clear Temporary Files: Use Disk Cleanup or manually delete files from %temp% Review Event Viewer Logs: Look for installation-related errors under Windows Logs → Application Verify OS Compatibility: Confirm your OS version is supported by the application and has the latest updates. Additional Notes Always verify the official Microsoft support status for your OS version to ensure compatibility and security.

Issue VisiSat 2.1 Build 196 Service Pack 1 provides the five following corrections: In the ARCnet debug Excel spreadsheet, the property editor can now be run. (Defect 1633) Exporting points to MNView or XBuilder, now allow up to 32 characters for the name and up to 50 characters for the description. (Defect 1706) In StruxureWare Building Operation WorkStation, MicroNet Interfaces can no longer be exported/imported. All MicroNet engineering should be done in VisiSat first and then imported into StruxureWare. (Defect 1765) Newly created blank points lists can now be saved without production an error message. (Defect 1784) Exports to StruxureWare no longer produce Memory leaks. (Defect 1808) Product Line EcoStruxure Building Operation, Satchwell MicroNet Environment VisiSat 2.1 build 196 StruxureWare Building Operation Version 1.4 Onwards Cause Correction of five known defects. Resolution This Service Pack should only be added to VisiSat 2.1.196 Note: When installed, the VisiSat 2.1 Build version/build number increases to 2.1.200. (due to one of the files in 'Program Files'). VisiSat will still show as Build 2.1.196 in Control Panel - Programs - Programs and Features - Uninstall or change program. Installing VisiSat Service Pack 1 =============================== Shutdown VisiSat and the VisiSat-Server. Run "VisiSat 2.1.196 Service Pack 1.exe". Extract to VisiSat installation root drive. (or extract to another location and move the Satchwell folder, created when extracted to the root of the C: drive). To the question 'Would you like to replace the existing file', select 'Yes to All' Restart VisiSat. Download VisiSat 2.1 Build 196 Service Pack 1. See VisiSat version 2.1 Build 196 service pack 2 where information on VisiSat 2.1 Build 196 Service Pack 2 can be found and the service pack downloaded.