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Label: "andover continuum"

View in: "Building Automation Knowledge Base" | Community

2197 Posts | First Used: 2018-09-06

Building Automation Knowledge Base

Issue Users want to configure an ACX57xx controller to use its RS-485 Infinet communication port to connect to a Netcontroller as an Infinet device, similar to older ACX781 controllers. Product Line Andover Continuum Environment ACX5720 ACX5740 Cause The ACX57xx was designed to replace and improve upon the ACX781, requiring higher bandwidth for enhanced features such as: Increased memory Faster processor Larger personnel storage Secure communications The Ethernet LAN provides this bandwidth, whereas the Infinet network would create a significant bottleneck. Resolution The RS-485 port on ACX57xx can be configured for Infinet communications only to add subnet controllers off the ACX57xx. It cannot be configured to communicate directly on the Infinet network as a slave device. For full functionality and performance, the ACX57xx must connect via Ethernet LAN.

Issue After creating an output point on an XPD02 expansion module connected to a BCX controller, the output does not function. The CPU LED on the XPD02 remains solid ON. Product Line Andover Continuum Environment XPD02 Expansion Module BCX Controller Continuum system with expansion modules Cause The XPD02 was connected to the BCX while the system was powered, which can cause communication or initialization issues. Resolution Reload the BCX controller to reinitialize communication with the XPD02.

Issue The ACX57xx controller intermittently stops granting access through doors. The controller operates normally for a period but then ceases to grant access until it is reloaded. Replacing the controller does not resolve the issue. Product Line Andover Continuum, EcoStruxure Building Operation Environment ACX5740 ACX5780 Cause A single power supply is being used to power both the controller and the door strike outputs, which can lead to voltage drops or interference affecting controller performance. Resolution Install the ACX57xx controller according to the ACX57xx Controller Installation Instructions, ensuring separate and adequate power supplies for the controller and strike outputs.

Issue What is the maximum allowable cable length for the Continuum I/O bus when connecting IOU modules? Product Line Andover Continuum Environment IOU Modules Continuum I/O Bus RS-485 and FTT-10A network configurations Cause Cable length impacts signal strength and integrity. Longer cables cause signal loss and distortion, which can lead to communication failures. Resolution Follow these maximum cable length specifications for the Continuum I/O bus: RS-485: 2000 ft (610 m) FTT-10A: Double termination: 8858 ft (2700 m) Free topology: 1640 ft (500 m) Ensure proper termination and topology to maintain reliable communication.

Issue Older Continuum access controllers (CX9900, CX9702, ACX700, ACX781) only support one card credential per user locally. When the system is configured for dual credentials, these controllers cannot store the second credential, leading to unexpected access behavior. Product Line Andover Continuum Environment CyberStation CX9900, CX9702 ACX700/1, ACX780/1 Dual credential configuration Cause Older controllers lack the capability to store two credentials per user. CyberStation does not distribute the second credential to these controllers, causing reliance on remote validation. Resolution Enable remote validation on older controllers by setting the Access Server system variable to the ACCNetId of the primary access server (any value in the range 191–254 works, but use the primary server for consistency). Explanation: When the second credential is presented at a door managed by an older controller, the controller sends a remote validation request to the access server. Access is granted or denied based on the server response. Note: Changing Allowed Credentials in CyberStation does not affect older controllers. They will continue granting access to credential 1 until reloaded.

Issue When assigning a schedule to a personnel area located in a different Continuum network than the door, the schedule does not function as expected. Product Line Andover Continuum Environment ACX5740 ACX5720 Continuum Access Control systems with multiple networks Cause Objects cannot be passed between different Continuum networks. A schedule linked to a personnel area assignment must reside in the same network as the door that uses the area. Resolution Ensure that the schedule is located in the same network as the door requiring the area assignment. Best Practice:Place schedules within the controller for the door. This ensures that if the controller goes offline, the schedule will still operate correctly.

Issue Users need access to the Declaration of Conformity (DoC) documentation for Andover Continuum hardware to meet regulatory compliance requirements. Product Line Andover Continuum Environment Continuum controllers and devices Regulatory compliance documentation Cause The location of the Declaration of Conformity documentation is unclear, making it difficult for users to find the required compliance certificates. Resolution The Declaration of Conformity documentation for Andover Continuum hardware is available through Regulatory Compliance on mySchneider Steps to Access: Navigate to mySchneider. Search for “Andover Continuum Declaration of Conformity” Download the relevant certificate for your hardware.

Issue What keypads are supported by ACX781 controllers? Product Line Andover Continuum Environment ACX781 Controller Access control systems requiring keypad input Cause The ACX781 controller circuitry only supports 3x4 matrix dry contact keypads. It does not support Wiegand keypads or voltage matrix keypads such as “2 of 7.” The reference to “2 of 7” in the ACX781 cutsheet is incorrect. Resolution Use a keypad that supports the 3x4 matrix dry contact interface, such as: Essex Keypad HID model 5355AGS00 If you require Wiegand keypads, you must upgrade to a controller that supports Wiegand, such as: ACX57xx series CX9900 + AC1 CX9680 + AC1

Issue The Error LED on ACX780 or ACX781 controllers is illuminated. Users want to know: Is the LED linked to the Errors system variable? What conditions trigger the LED? How can the error be cleared? Product Line Andover Continuum Environment ACX780 ACX781 Continuum access control system Cause The Error LED is associated with the controller’s Errors system variable. A non-zero value typically indicates an internal issue, most commonly a disabled program within the controller. Resolution Use Command Line or CyberStation to check the Errors system variable. If the value is non-zero, investigate and correct the underlying issue (e.g., re-enable disabled programs). To clear the LED, set the Errors system variable back to 0 after resolving the cause. Note: Simply resetting the variable without fixing the root cause may result in the error reappearing.

Issue How to print a Control Backslash (CTRL\) character from a PE program in Continuum systems. Product Line Andover Continuum Environment Continuum PE(Plain English) Cause The PE device driver expects an escape sequence starting with CTRL\ followed by a specific code. Without this sequence, the output will not be interpreted correctly. Resolution The following line will send the expected esc sequence followed by the value of the Minute system variable out of comm1 (assuming the port is already opened for printing): Print "|28", Minute to comm1

Issue Users encounter Runtime Error 312 when attempting to access the embedded webpage of controllers such as NC2 and BCX. Product Line Andover Continuum Environment Embedded Webpage NC2 Controller BCX Controller ACX B4 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. Cause The error occurs due to malware present on the PC accessing the embedded webpage. Resolution Run a full virus scan on the PC. If the virus scan does not successfully remove the malware, format and reinstall the operating system to ensure the PC is clean.

Issue When ordering a bCX1 controller (models 9640 or 4040), the number of controller nodes displayed on the options page is one more than the ordered quantity. Product Line Andover Continuum Environment bCX1 9640 bCX1 4040 Cause All bCX1 controllers include one additional node beyond the ordered quantity. This extra node is reserved for connecting a RoamIO device to either the MS/TP or Infinet network. Resolution The additional node is intentional and allows the RoamIO to connect to the network. When designing a system, always leave one node available for RoamIO. Example: An 8-node controller supports up to 9 nodes. A 32-node controller supports up to 33 nodes. If all nodes are used, offline editing may be required to add the last node.

Issue When an active video event appears in the Video Monitor interface during an alarm, the events disappear after closing the Video Monitor. Users cannot locate or replay these events later. Product Line Andover Continuum Environment Andover Continuum 1.91 and above Cause This behavior is by design. The system does not store video event lists for historical access. Resolution Video events are only available while active in the Video Monitor interface. Historical video event lists are not saved in the system. To search and replay recorded videos based on alarm events, use the Continuum Video Inquiry add-on application.

Issue During the installation of Microsoft SQL Server 2005, the process appears to hang for an extended period, particularly at the “Setting File Security” step. Product Line Andover Continuum Environment Microsoft SQL Server 2005 Cause This is a known Microsoft issue. Under certain conditions, the installation process stalls while setting file security due to network-related factors. Resolution Disconnect the machine from the network before starting the installation. This typically allows the process to complete quickly. Alternatively, apply the cumulative hotfix provided by Microsoft to resolve this issue.

Issue Users need to install Continuum or webClient but do not currently have the security key connected to the PC. Product Line Andover Continuum Environment Continuum webClient Cause The installation process does not require the security key; however, the application cannot run without it. Resolution Yes, you can install Continuum or webClient without the security key connected to the PC. The security key is required only to run Continuum Cyberstation or the webClient server after installation. Ensure the key is available before attempting to start the application.

Issue ACCDataServices crashes when starting CyberStation or during normal operation. Product Line Andover Continuum Environment CyberStation Cause Windows permissions issues Windows Firewall configuration Mixed CyberStation versions (e.g., 1.94 and 1.94 SP1) Heavy resource usage on standalone systems Third-party BACnet devices flooding trend logs Resolution Step 1: Software Updates Do NOT mix 1.94 and 1.94 SP1 CyberStations on the same database Install CyberStation 1.94 SP1 or greater 2.03 is the most current version and Upgrade controller firmware to the most recent Step 2: Installation Requirements Ensure user has Local Admin rights during CyberStation installation. Turn Windows Firewall OFF during installation. (Open ports Disable VirusScan software during installation (Turn on during normal operation) Step 3: Event Notifications Avoid unnecessary recipient options (Pager, Log, Forward, etc.) to reduce traffic. Check enhanced alarm delivery in Database Initialization > Server (or Stand Alone). Examples of unnecessary recipient options Step 4: Action-Object Mapping Ensure each Event notification action (e.g., Display Graphic) has a corresponding object for point alarming. Step 5: Stand-Alone Cyberstation Systems Heavy resource usage when extended logging, graphics, SQL Server, CyberStation run together can contribute to errors Eliminate Windows error log issues and disable certain functions like graphics to see if that feature contributes to the errors Consider server-class PC for demanding sites Step 6: Third-Party Devices Disable/unplug 3rd party BACnet devices or disable their trend logs Step 7: Liebert Sitelink Versions 1.93 and below: Bacnet trendlogs may affect Continuum by flooding data Upgrade to 1.94 or greater and disable trend logs Step 8: Diagnostics Run acctrace, Continuum error log, Windows application log and Wireshark to detect errors. Use Windows application logs, system info Reference Article: Top 10 Steps for Troubleshooting Cyberstation and webClient issues

Issue There are many issues that can happen at Cyberstation and methods are needed to troubleshoot. Product Line Andover Continuum Environment Cyberstation Cause There are software updates and environmental reasons for issues coming from Cyberstation and there are a number of tools to help troubleshoot. Resolution This guide covers both software and hardware troubleshooting steps for Cyberstation and webClient issues. Use these methods and tools to diagnose problems: Determine Scope Is the issue isolated (one workstation) or system-wide (multiple workstations)? Isolated issues may relate to: Installation problems Windows OS or hotfixes Hardware failures Check Continuum Compatibility Verify versions of: Continuum Service Packs Windows OS (including Service Packs) Microsoft SQL Server Internet Browser webClient Software and Firmware Compatibility Matrix Version 2.03 Review Cyberstation Error Messages Look for error messages displayed on screen. Access help: Press F1 in Cyberstation → Index → Type “Error” → Select “Error Messages” Locate Cyberstation error messages How do you locate error messages in Cyberstation? 4. Check Windows Event Viewer Look for errors or event IDs at the time of the issue. Use logs to: Search online for solutions Share with support Sharing Windows Event Logs for Troubleshooting Purposes Verify Windows Updates Were any Service Packs or hotfixes recently applied? List all updates: Windows: How to List All of the Windows and Software Updates Applied to a Computer Check Installed Software Review recently installed programs: Windows XP: Control Panel → Add/Remove Programs Windows 10: Control Panel → Programs and Features Scan for Viruses/Malware Ensure Anti-Virus and Malware tools are updated. Run full scans to clean infected PCs. Inspect Hardware Common failure points: Memory: Use BIOS diagnostics Hard Drive: Run CheckDisk; reformat if needed NIC (Network Interface Card): Swap if faulty Graphics Card: Update drivers or replace Use Windows Device Manager Look for devices with an exclamation point. Error codes in Device Manager in Windows Gather System Information System Info (Msinfo32): Description of Microsoft System Information (Msinfo32.exe) Tool Restore Point or Reinstall Use Windows Restore Point (XP, Vista, 7): What is System Restore? If unsuccessful: Reformat hard drive if necessary and Reinstall Cyberstation or Windows OS

Issue What is the maximum number of site codes that can be loaded into a Continuum system? Product Line Andover Continuum Environment AC-1 and AC-1 Plus modules Cause Network design limitations Resolution There is no limit to the number of site codes that can be loaded in a Continuum system. However, each door can contain a maximum of four (4) site codes. In the case of an AC-1 module, if it loses communication with its associated Netcontroller, it will only allow access from the first two fields.

Issue Not all features are seen when a BMS platform is viewed using remote control software e.g. RealVNC Product Line Andover Continuum, EcoStruxure Building Operation, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment Remote Tools: RealVNC, TeamViewer, LogMeIn, UltraVNC, etc. Cause Remote control software may not fully render graphical elements or interactive UI components of BMS applications. This is often due to: Graphics acceleration limitations UI rendering differences between local and remote sessions Security or permission restrictions in remote sessions Example: When using RealVNC to access the SmartStruxure License Administrator, the dropdown menu for adding license details may not appear, even though it functions correctly in a local session. Resolution Local Verification: Run the BMS application directly on the host machine to confirm full functionality. Remote Software Settings: Enable full desktop rendering or mirror driver (if available). Disable any performance optimizations that reduce UI fidelity. Alternative Access Methods: Use Remote Desktop Protocol (RDP) instead of third-party remote tools. Consider web-based access if supported by the BMS platform. Additional Notes These issues are not specific to one remote control tool; they may occur across various platforms.

Issue Building Management System (BMS) equipment may malfunction due to electromagnetic interference (EMI) from nearby electrical devices. Diagnosing and resolving such issues can be complex and costly, making preventive installation practices essential. Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC Vista Environment All electrical equipment Cause Improper installation can lead to the generation or exposure to high- and low-frequency EMI, which may disrupt system performance or cause equipment failure. Resolution To ensure reliable operation and minimize EMI-related issues, follow these key EMC installation practices: Key EMC Practices Follow Manufacturer Recommendations Always adhere to the installation guidelines provided by equipment manufacturers, as they are tailored to the specific EMC requirements of each product. Proper Cable Routing Separate power and signal cables. Avoid parallel runs near high-interference sources (e.g., motors, transformers). Shielding Use shielded cables for sensitive signals. Ground shields correctly—typically at one end to prevent ground loops. Grounding and Bonding Establish a low-impedance ground path. Bond all equipment to a common ground reference. Surge Protection Install surge protection on power and communication lines. Protect against lightning and switching transients. Filtering Use EMI filters on power inputs. Apply ferrite beads or chokes on signal lines where needed. Physical Separation Maintain spacing between high-voltage and low-voltage components. Isolate noisy equipment from sensitive electronics. Enclosure Design Use metal enclosures for shielding. Ensure proper sealing and grounding of enclosure panels. Installation Environment Avoid placing equipment near strong EMI sources (e.g., radio transmitters, welding equipment). Maintain clean, dry conditions to prevent corrosion and poor connections. Compliance Testing Verify installations against relevant EMC standards (e.g., IEC, EN). Conduct site surveys if persistent issues arise. Reference Document: Practical Installation Guidelines for Electromagnetic Compatibility

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