Issue How to estimate the thermal load (in BTU/hr or Watts) that your controllers and equipment will produce. Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment Applicable to all electrical equipment used in building automation systems. Cause Understanding the thermal load is essential for: Sizing air conditioning systems Ensuring proper ventilation Avoiding overheating in enclosures Not all equipment datasheets provide thermal dissipation values, so manual calculation may be necessary. Resolution You can estimate the thermal load using the power consumption of each device. Formula To convert power (in Watts) to thermal load: BTU/hr = Power (W) × 3.412141633 Watts = Power (W) (already known) Note: 1 Watt = 3.412141633 BTU/hr Example Calculation Using the Continuum AC-1 I/O module: Power consumption: 2.6 W (without attached reader) Thermal load: BTU/hr = 2.6 × 3.412141633 = 8.87 BTU/hr Watts = 2.6 W If the reader is powered by the AC-1, include its power consumption in the total. International Units Reference Unit Conversion 1 Watt 3.412 BTU/hr 1 BTU/hr 0.293 Watts Additional Notes Use this method for any device where power consumption is known. For grouped equipment, sum the total wattage before converting. Consider using an online calculator for quick conversions.

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 Technical Support may request a System Information report to help diagnose and resolve issues. This report provides detailed insights into your system’s hardware, software, drivers, and configuration. Product Line All Product Lines Environment Supported Windows Client and Server Versions for Msinfo32.exe : Windows 11 Windows Server 2016 Windows Server 2019 Windows Server 2022 Windows Server 2025 Cause System Information reports are essential for: Diagnosing hardware/software conflicts Identifying driver issues Reviewing system configuration Supporting compatibility checks Resolution Method 1: Using the Run Dialog Press Windows + R on your keyboard. Type msinfo32 and click OK. The System Information tool will open. Go to File > Save. Save the file as a .nfo file to an accessible location. Email the .nfo file to your support representative. Method 2: Using Command Line You can also generate reports directly via command line: To create an NFO file (viewable in System Information): msinfo32 /nfo C:\Path\To\Report.nfo  To create a plain-text report (viewable in Notepad): msinfo32 /report C:\Path\To\Report.txt  To generate a report from a remote computer (requires permissions): msinfo32 /computer RemoteComputerName Additional Resources For advanced options and category filtering, refer to:  Microsoft Learn: msinfo32 For Windows 10 and older refer to:  Description of Microsoft System Information (Msinfo32.exe) Tool

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 Technical Support may request Windows Application logs to assist in diagnosing system or software issues. Product Line Andover Continuum, EcoStruxure Building Operation, TAC INET, TAC Vista Environment All supported Microsoft Windows client and server operating systems. Cause Unspecified cause. Resolution Open Event Viewer Press Windows + R to open the Run dialog. Type eventvwr and press Enter. Navigate to Application Logs In the left pane, expand Windows Logs. Click on Application. Save the Log In the right-hand Actions pane, click Save All Events As... Choose a location and file name. Select .evtx as the file format. When prompted, choose Display Information in English (or your preferred language). Click OK to save. Verification To confirm the log was saved correctly: Navigate to the saved location. Double-click the .evtx file to open it in Event Viewer. Send the File Email the saved .evtx file to your support representative. If needed, compress the file using ZIP before sending. Additional Notes for Windows Server These steps apply identically to Windows Server 2016, 2019, and 2022. You must be logged in with Administrator privileges to access and export logs. For advanced filtering or automation, PowerShell can be used: Get-WinEvent -LogName Application | Export-Clixml -Path "C:\Logs\ApplicationLog.xml"

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 Need to verify whether specific network ports are open, as certain ports may be blocked. Product Line Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Field Devices, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment TCP/IP Communication Command Prompt Telnet Command Cause Suspected network port blockage affecting communication between devices or applications. Resolution You can check if a port is open using the Telnet command in Command Prompt. ⚠️ Note: Telnet uses the TCP protocol only. It cannot be used to test UDP connectivity. 📌 Command Syntax: telnet [domainname or IP] [port] [domainname or IP] – The server's domain name or IP address. [port] – The port number the server application is listening on. 🧪 Examples: telnet 192.168.0.20 9001 → Closed port: Displays a "connect failed" message.   telnet 192.168.0.20 9003 → Open port: Displays a blank screen.   🚪 To Exit Telnet Session: Press Ctrl + ] Type quit and press Enter. 📝 Note: Telnet may be disabled by default on some machines. Refer to Microsoft's documentation for instructions on enabling Telnet.

Issue When setting up a Video Server the option for Pelco Type 2 (Endura) can not be selected. Environment Continuum V1.91 and above. See the Video Compatibility matrix for supported Pelco Endura products on the various Continuum versions, link: Video Matrix link Cause Continuum requires the security key to be enabled for Endura video to allow this option to be available. Resolution The Endura option cannot be purchased from the Factory.  In order to obtain the Endura option you must contact our Upgrades department. The upgrade part number is: UPG-ADD-ENDURA You can reach Upgrades by email at upgrades.continuum@schneider-electric.com Note: for testing purposes a Single User may be run in Demo mode for a few hours which will allow the Endura option to be selected.

Issue Vista compatibility for video integration in Workstation. Product Line Pelco, TAC Vista Environment Vista Workstation Integral Digital Sentry 4.1/4.2, 7 Cause To pull video into a Vista Workstation front end, the digital recorder software version must be of the correct type and version. Resolution Download TAC Vista Compatibility Matrix for a complete list of Vista compatibility.  < <   5.1.8 5.1.7 5.1.6 5.1.5 5.1.4 5.1.3 5.1.2 5.1.1 5.1.0 5.0.3 5.0.2 5.0.1 5.0.0 Integral Digital Sentry 4.1/4.2 X X X X X X X X X         Integral Digital Sentry 7 X X X X X                   Only Pelco Integral Digital Sentry DVRs are compatible. Individual DVRs are not listed for Vista compatibility because Vista is actually communicating with the Digital Sentry software, which is running as a Video Server.  Ensure the software version is Digital Sentry 4.1, 4.2, or 7, depending on the Vista version.

Issue Video is not displaying or it's displaying with a black screen when using Continuum 1.81, 1.90 and 1.91 with Digital Sentry 4.3 or 7.x Environment Continuum 1.81 Continuum 1.90 Continuum 1.91 Digital Sentry Windows XP Windows Server 2003 Windows Server 2008 Cause Continuum 1.81, 1.90 or 1.91 is incompatible with the Digital Sentry API 4.3 or 7.x  Resolution Use the Digital Sentry version 4.2 Download and install DSConnex hotfix CAUTION: Installing the hotfix for Digital Sentry 7.x slows down videolayout and videomonitor with Digital Sentry units that have v4.2 installed. Increase the amount of virtual memory on the PC to 4096. NOTE: the files that were contained in the hotfix were incorporated into 1.92 and above

Issue Cannot connect to video server when creating a VideoServer object in Continuum and Test Connection is selected. Product Line Andover Continuum, Pelco Environment Continuum DSConnex Digital Sentry Cause Patch not installed for DSConneX versions 4.3 and 7.x not working with Andover Continuum 1.91 or 1.92 or LAN connection problems Resolution Install v1.91 DSConneX Video Patch hotfix for issue with DSConneX versions 4.3 and 7.x not working with Andover Continuum 1.91. For 1.92 these files are included, so if the error is still occurring, then there are LAN connection issues.

Issue How to enable Continuum site for use with Endura DVRs and cameras. Product Line Andover Continuum, Pelco Environment Continuum V1.91 and above Pelco Endura DVR See the Video Compatibility matrix for supported Pelco Endura products on the various Continuum versions, Cause Want to enable Continuum for use with Endura but unsure which security keys support the addition of the option and what the option provides. Resolution Why is this option required? The Endura -E option for Continuum security keys is required to be able to: Configure VideoServer objects in Continuum to use Endura DVRs. Use VideoAdministrator and VideoMonitor to configure and view Endura cameras. It is not required to be able to configure and view cameras from DigitalSentry DVR's or to view Endura cameras using VideoLayout objects that have already been configured. Which Workstations can have the option added? SU and LAN Cyberstation security keys can be enabled with the Endura -E option. This option cannot be added to the WEBC key for WebClient Servers. If configuring Endura cameras is required, a Cyberstation with the -E option must be used. WebClient browser users are able to use the VideoLayout to view DigitalSentry and Endura cameras. The Endura option is only available through the upgrade process through Repairs. There is no part number to specify to enable Endura at the time of ordering the security key. Once you have the serial number of the key, contact Repairs below. Email:  upgrades.continuum@schneider-electric.com How to tell if the option is enabled? If the system is operating normally (not in Demo Mode), open up a Video Server object. If the key is video enabled it should look like this: If it is not enabled, the Pelco Endura option is not available:

Issue Can Pelco's Control Point Software run on the same PC as I/NET Seven Software? Product Line Pelco, TAC INET Environment All Windows OS I/NET Seven Software Pelco Control Point Software Cause The two software packages are not compatible with each other. Resolution Pelco's client software cannot be installed on the same PC that is running TAC I/NET Seven. See TCON 301 - Chapter 6.

Issue Live Video of Cameras from Digital Sentry can't show in Vista Workstation in Chinese OS. But it works fine in Pelco ControlPoint. Vista version is 5.1.8. Environment Vista 5.1.8 Chinese OS Digital Sentry Cause There are some compatible issues for Vista 5.1.8 with Chinese OS. Resolution Click here to download the TAC Vista Server Hotfix 28 (replaced hotfix 15) and then install it. Then this issue will be solved.

Issue Endura 2 Integration in Continuum V1.92.  Having issues with VideoLayouts not showing the video properly but displaying the date and time properly. Environment CyberStation 1.92 Endura Video Cause Revision incompatibility Resolution See document "Andover Continuum Software and Pelco Video Compatibility Matrix" for video products that can be integrated using Andover Continuum’s video features.

Issue Upgrading Digital Sentry breaks the Video Server connection or cameras won't learn or video streams do not work Product Line Andover Continuum, Pelco Environment Pelco Digital Sentry 7.9 or greater Continuum Video Integration 1.94 SP1 up to 2.01 Windows 7 Windows Server 2008 Windows Server 2012 Cause Pelco released a newer version of Control Point that is used in Digital Sentries Video Recorders 7.9 and above. This newer API is not currently supported in any version Continuum, up to version 2.01. Resolution Available as of July 2017, install version 2.02 of Continuum, it is a full install. R&D has worked on revising the Continuum Video Integration to work with the newer versions of Control Point 7.15 and above. The only work around prior to this to get the video Integration to function was to downgrade the Digital Sentry to Control point 7.8 Uninstall the DS ControlPoint software using Add/Remove programs (MS Windows XP) or Programs and Features (MS Windows 7). Install: How to install the DS ControlPoint client software Note: Upgrading the Continuum Security Key to an Endura Key will not allow the newer API to be used with a Digital Sentry with Continuum. A copy of the latest Video Compatibility Matrix can be downloaded from the Download Center in PA-00568.

Issue The C20 series cameras have the BNC and neutral ground for 24VAC tied to the same ground plane. This can cause a power supply short if the ground and hot are connected out of phase at the power supply. This can also cause ground loop bars in the video if connected to a supply that is not on the same ground plane as the camera. This also causes problems with some third party UTP brands connections. Product Line Field Devices, Pelco Environment C20 cameras connected  to common power supply and/or ground planes that are different. 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.  Cause The 24 VAC on the C20 cameras are connected to a common ground plane and the BNC connection is grounded to the same ground plane Resolution When installing the C20 cameras use single isolated transformers for each camera, or make sure the wiring is tied with the same phase. This is done by making sure the same wire leg of each camera is connected to the same wire side of the transformer on the power supply. Also when connecting to the power supply use a meter to test for voltage potential differences. Check that the cameras will work with the third party UTP brand you are using

Issue General use of the Wireshark program. Product Line Access Expert, Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Ethernet Networks Cause General Information on using WireShark. Resolution Wireshark is an Ethernet packet analysis programme, Which can be downloaded from: Latest version available from Wireshark Locally stored version 1.0.9 Installing Wireshark If necessary, unzip the WireShark executable file to a suitable location on the PC/Laptop you wish the programme to be installed on. Run the executable file and follow the on-screen instructions. Rules for capturing LAN traffic using Wireshark: Do not use a switch or router to connect the LAN capture PC to the network as these will filter important network activity that you will need to see. You will want to capture everything that is passing over the network at the point of concern. Usually, this means tapping into the ethernet at the Controller or controllers, that is having an issue. midBit-Technologies-LLC-10-100 is an example of a device that can be used to easily tap into the network to take the capture. The monitoring PC must see all traffic from the controller's point of view. The monitoring PC can be connected in either two ways: Connected to the network at the controller The customers IT department can mirror all the network traffic from the controllers port to another port the PC can be connected to. If connected to the network at the controllers, the connection must be made through a true ethernet hub. A hub will not selectively filter important network traffic as a switch or a router will do. More information on what a "true ethernet hub" can be found at http://wiki.wireshark.org/HubReference There are however some switches that feature port mirroring, please see How to Configure a NETGEAR Prosafe Plus Switch for Mirroring. If connected to a mirrored port, the port must mirror 100% of the network traffic to and from the controller. No filtering should be done. Once a complete capture file has been obtained it can be filtered after the fact using WireShark or EtherReal. Using Wireshark Run WireShark Start a trace by choosing the "Capture" menu and then select "Interfaces" Choose the appropriate interface. Generally, this can be identified by its IP Address, but if not, then the packets increasing are an indication. Press the "Start" button. The trace will start and will be similar to the following screenshot. After an appropriate time, the trace can be stopped by selecting "Capture" menu and "Stop" To save the capture file, choose "File" menu and "Save As".

Issue The purpose of this verification checklist is to provide documentation to the Project Manager that the Site Engineer has confirmed the Continuum Security configuration. Basic Settings Access Events Reporting Alarm Event Notification and Alarm Enrollments Door Alarms Other Alarms Time Sync Video including Pelco Digital Sentry IP Camera System Administrative Tasks Other Tasks Basic Checklist Access Events Reporting Checklist Alarm Event Notification and Alarm Enrollments Checklist Door Alarm Checklist Other Alarm Checklist Time Sync Checklist Video Checklist Administrative Tasks Checklist Other Tasks Checklist Environment Continuum with Security enabled Pelco Digital Sentry IP Camera System Cause Beneficial checklist for Verification of security site settings. Resolution Please find the attached pdf document which will walk you through the Continuum Security Checklist. The first section provides step by step instructions for novice users. The second section is the actual checklist where each task should be initialed by the Site Engineer, and the whole document signed by the Site Engineer and the Project Manager. To print the Checklist section of this procedure, start printing on page 21 of the attached checklist. Please find the attached pdf document which will guide you through a Pelco Digital Sentry IP Camera System Quick-Setup

Issue How to identify what ports are being used on a PC. Product Line All product Lines. Environment Any Windows OS Cause Running multiple applications on the same PC without managing TCP/UDP port assignments can lead to conflicts. Resolution TCPView will help you identify all ports and services to each application. Download from Microsoft's website http://technet.microsoft.com/en-us/sysinternals/bb897437.aspx Detailed instructions are available at the site.