Issue After onboarding a BACnet device (Eg: AS-P) in the New Deployment Portal, customers observe that data points fail to display historical data in the Troubleshoot (Plotter) view and return the error: Failed to get data - ("error". "No readings found for the given criteria") Manual reads of the same points may still succeed, which can mask the issue during commissioning. Product Line EcoStruxure Building Activate Environment EcoStruxure Flex-Server ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 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 issue is caused by one or more BACnet objects returning NaN or null values while being configured as numeric data types. This condition results in: ZenEdge ingestion service becoming blocked No historical data being recorded for streams Plotter/Troubleshoot view failing with “No readings found” Manual reads still succeeding, which can mask the issue during commissioning click that the deployment tab click on device to navigate to effected device click on Required tab to select the point click on read to initiate the live read for the point parameter return observed with timestamp Fig 1: Steps to Manual read the current value of point Resolution Workaround (Immediate) Use this when the BACnet device configuration cannot be corrected immediately: Identify BACnet points returning NaN / null values Fig 2: Streams returning Null values (Highlighted in yellow)   Completely delete the affected points from the REQUIRED list Important: Moving points from REQUIRED to RAW does NOT resolve the issue Restarting ZenEdge alone does NOT resolve the issue The point must be fully deleted to unblock ingestion     Fig 3: Deleting the point (Temp Workaround) Allow the system to stabilize and verify that plotting and historical data resume Permanent Resolution Correct the BACnet device configuration so that: All numeric objects return valid numeric values No NaN or null values are transmitted Re‑add the data points once valid values are confirmed Verify historical data and Troubleshoot view operation

Issue The Local Web Dashboard (LWD) is not accessible or fails to connect when attempting to log in locally to the Flex Server. Product Line EcoStruxure Building Activate Environment EcoStruxure Flex Server – Local Web Dashboard (LWD) ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 Cause Connectivity issues with the Local Web Dashboard may occur due to incorrect network configuration, cabling issues, IP conflicts, firewall restrictions, or temporary system instability on the laptop or Flex Server. Resolution If connectivity to the Local Web Dashboard fails, follow the steps below and attempt to reconnect after each action: Check Cable Connection Ensure the Ethernet cable is securely connected at both ends—between the laptop and the Flex Server. Disable Wi‑Fi Turn off any active wireless network connections on the laptop to avoid IP conflicts with the wired Ethernet connection. Verify IP Configuration Confirm that the laptop is configured with the correct IP address and is in the same subnet as the Flex Server. Review Firewall Settings Verify that local security software or firewall settings are not blocking access to the Flex Server IP address. Temporarily allowing access or disabling the firewall can help isolate the issue. Restart Devices Restart both the laptop and the Flex Server to clear any temporary network or application-related issues. Important Notes The Local Web Dashboard supports local access only and requires a direct Ethernet connection to the Flex Server. Ensure the Flex Server IP address is correctly identified from the Deployment Portal or Network Configuration. If the issue persists after completing all troubleshooting steps, contact the support team for further assistance.  

Issue Supported input/auxiliary power voltage range for the EcoStruxure Flex-Server and the recommended power supply to be used during installation and operation. Product Line EcoStruxure Building Activate Environment EcoStruxure Flex-Server ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 Warning Qualified Personnel Only: Power wiring, installation, and corrective actions should be performed only by trained and qualified personnel. If there is uncertainty about wiring or power conditions, contact Product Support before proceeding. Cause The gateway specifications for the EcoStruxure Flex Server indicate support for an 11–24 VDC input voltage range. This may lead to ambiguity during installation regarding whether a 12 VDC or 24 VDC power supply should be used. Resolution The EcoStruxure Flex Server supports an input/auxiliary power range of 11 to 24 VDC, as specified in the gateway documentation. However, the following recommendations should be followed: It is recommended to use a 12 VDC input power supply, which is supplied along with the Flex Server gateway. The provided 12 VDC power supply is designed and validated for the Flex Server and ensures stable and reliable operation. While the Flex Server can operate on a 24 VDC input, the use of a 24 VDC power supply should be avoided whenever possible. For best performance and to minimize power‑related risks, the 12 VDC input power supply is the preferred option. Using the recommended 12 VDC power adapter aligns with product design guidelines and helps ensure consistent system behavior.   Important Notes Always verify input voltage and polarity before applying power to the Flex Server. Use of the supplied 12 VDC power adapter is strongly recommended, especially during installation and commissioning. Although 24 VDC is within the supported voltage range, it should only be used if 12 VDC is not available and all electrical specifications are met. Improper power selection may result in unstable operation or potential hardware issues.

Issue Clarification is required on whether the EcoStruxure Flex Server provides reverse polarity protection, and what precautions must be taken if the input power supply is connected incorrectly. Product Line EcoStruxure Building Activate Environment EcoStruxure Flex-Server ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 Warning Qualified Personnel Only: Power wiring, installation, and corrective actions should be performed only by trained and qualified personnel. If there is uncertainty about wiring or power conditions, contact Product Support before proceeding. Reverse Polarity Risk: Incorrect power polarity can cause immediate damage to the Flex Server, especially if the reverse voltage exceeds specified limits. If reverse polarity is detected or suspected, remove or switch off power immediately and correct the wiring before reapplying power. Cause Reverse polarity conditions may arise during installation or wiring when DC power supply connections are incorrectly or reversely connected. If not adequately protected or corrected in a timely manner, these conditions may result in damage to the device. Resolution The EcoStruxure Flex Server includes built‑in reverse polarity protection. This protection is implemented using a MOSFET-based design, which prevents power flow when the input power supply polarity is reversed. As a result, the Flex Server is protected from damage under typical reverse polarity conditions. However, the following limitations and precautions apply: If the reverse input voltage exceeds 30 V, damage to the Flex Server may occur immediately, despite the protection mechanism. The reverse polarity protection should be considered tolerant for up to approximately 10 seconds. Once a reverse polarity condition is identified, power must be removed or turned off immediately. The wiring connections should then be corrected before restoring power to the device.   Important Notes Reverse polarity protection reduces the risk of damage but does not provide unlimited protection against excessive reverse voltage or prolonged exposure. Always verify polarity and power supply ratings before energizing the Flex Server. Immediate corrective action is required if reverse polarity is suspected or detected during installation or maintenance.

Issue The Flex Server is shown as offline on the Deployment/Partner Portal or Device Management Portal, or cloud data publishing has stopped for an extended period. Clarification is required on the duration for which data can be buffered locally on the Flex Server. Product Line EcoStruxure Building Activate Environment EcoStruxure Flex-Server ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 Cause Sometimes there are issues at site where the Flex Server is powered up and working well, with all devices underneath it functioning correctly; however, the Flex Server appears offline on the Portal due to no internet connectivity or weak internet connectivity. In other cases, the Flex Server may be online on the Portal, but data publishing stops to the cloud due to firewall policy changes from the customer side or other unknown issues. Resolution There is no fixed or deterministic mechanism to calculate the exact amount of data a Flex Server can buffer, as it depends on multiple dynamic factors, including: Internet speed and network stability Number of connected devices Number of data streams per device Logging and sampling rates Available storage on the Flex Server Overall system resources and load Based on observations from existing deployments, the approximate buffering duration can be considered to be around fifteen (15) days of data under stable operating conditions; however, fifteen days is not a fixed or guaranteed limit.   Important Notes Actual buffering duration may be shorter or longer depending on site-specific conditions. Prolonged connectivity issues should be addressed as soon as possible to avoid data loss once buffer limits are reached. Restoring internet connectivity or resolving firewall restrictions will allow buffered data to be published to the cloud.

Issue After onboarding LoRa devices in the Device Management (DM) Portal, customers observe that devices appear only partially configured or do not display the expected measurements or plots. For correct onboarding and prerequisites, refer to Unable to Add or View LoRa Devices in Device Management Portal Product Line EcoStruxure Building Activate. Environment Flex Server ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 Warning Data Mapping Constraints: Incorrect channel mapping, sensor model selection, or multiplier configuration can result in inaccurate data visualization. Some configuration elements cannot be restored once removed and require complete reconfiguration. Cause Post‑onboarding configuration issues are commonly caused by one or more of the following: Incorrect selection of single‑channel versus multi‑channel device type during configuration Missing channel‑to‑sensor mapping for multi‑channel devices Invalid read value multipliers or offsets, resulting in incorrect data visualisation Deletion of devices from the Devices tab, which is non‑recoverable In addition, incorrect channel mapping, sensor model selection, or multiplier configuration can cause inaccurate or missing data. Some configuration elements cannot be restored once removed and require complete reconfiguration. Resolution Single‑Channel LoRa Devices Follow these best practices when configuring single‑channel devices: Configure the device under LoRa → Single Channel. Ensure DevEUI, JoinEUI, and AppKey remain editable only in the Advanced section. Verify that the protocol name and device category appear correctly on the device card. Confirm that parameters populate under the Plots section after data is successfully ingested. Multi‑Channel LoRa Devices Follow these best practices when configuring multi‑channel devices: Configure the device under the Multi‑Channel Devices tab. Map each channel to a supported sensor model, such as: Energy Consumption (kWh) Gas Consumption (sm³) Water Consumption (m³) Cooling Energy (kWh) Configure Read Value Multipliers and Offsets per channel as required. Submit changes and verify the device and channels are visible under the Devices tab. Important: Devices removed from the Devices tab cannot be restored. Removed channels return to the multi‑channel pool and must be reconfigured if needed.

Issue Customers are unable to successfully add LoRa devices or view device data in the Device Management (DM) Portal. Devices may fail during onboarding or appear without data after being added. Product Line EcoStruxure Building Activate Environment Flex Server ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 Warning Configuration Accuracy Required: Incorrect entry of JoinEUI (AppEUI), DevEUI, or AppKey may result in device onboarding failure or duplicate device conflicts. Always verify device credentials before submission. Cause LoRa devices require accurate identifiers, security keys, and metadata to communicate through the IoT Gateway. Onboarding issues typically occur due to one or more of the following: Incorrect or duplicate JoinEUI (AppEUI), DevEUI, or AppKey values Selection of an unsupported frequency plan Required device metadata not completed during setup Lack of familiarity with LoRaWAN Over‑The‑Air Activation (OTAA) provisioning Incorrect entry of LoRa credentials can prevent onboarding or cause device conflicts in the DM Portal. Resolution To successfully add a LoRa device in the DM Portal: Confirm the device supports LoRaWAN OTAA mode. In the DM Portal, navigate to Device Management > Add Device > LoRa. Select the correct device brand and model. Choose the appropriate frequency plan: EU 863–870 MHz EU 433 MHz EU 169 MHz Enter the following parameters using hexadecimal format only: JoinEUI (AppEUI): 16 hex characters DevEUI: 16 hex characters AppKey: 32 hex characters Fig 1 Ensure no existing device already uses the same combination of JoinEUI, DevEUI, and AppKey. Verify that Hardware Version and Firmware Version fields are populated. These are read‑only. Select Add Device and confirm the submission is successful. After adding the device: Confirm the device appears under the Devices tab. Verify that parameters appear in the Plots section after data is received from the device. If device onboards but shows missing or incorrect data, refer to LoRa Devices Show Missing or Incorrect Data After Onboarding in Device Management

Issue EcoStruxure Flex Server becomes unresponsive, overheats, or is permanently offline after being connected to a Power over Ethernet (PoE)–enabled Ethernet network. Product Line EcoStruxure Building Activate Environment Flex Server ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 Ethernet networks that provide Power over Ethernet (PoE), including: Active PoE Passive PoE Warning Potential for Hardware Damage and Data Loss: Connecting the Flex Server Ethernet port to a PoE-enabled network may lead to permanent hardware damage, component failure, and loss of device functionality. Such damage is not recoverable through software or configuration changes. Always follow the power and connection recommendations described in this article. Cause The Flex Server is not designed to support Power over Ethernet (PoE). R&D analysis has confirmed that exposure to PoE, particularly passive PoE or live insertion scenarios, can introduce power supply transients on the shared 5V domain. This may result in irreversible hardware damage, including: Short between VCC and GND on the compute module Failure of USB interface components (for example, FT232) Excessive thermal stress at the Ethernet (RJ45) connector While short-term exposure may not cause immediate failure, long-term or repeated exposure significantly increases the risk of permanent board damage. Such damage cannot be recovered through software or configuration changes. Resolution When deploying or troubleshooting a Flex Server in PoE-based network environments, follow these guidelines: Do not connect any PoE source directly to the Flex Server Ethernet port. The Flex Server does not support PoE, either active or passive. If the installation uses PoE-based Ethernet infrastructure: Use a PoE decoupler or splitter to ensure only Ethernet data pairs reach the Flex Server. Verify that no DC voltage is present on Ethernet pairs connected to the server. Avoid live insertion scenarios where Ethernet and power connections are made at the same time. Connect only devices and peripherals explicitly listed in the Flex Server user documentation. If unexplained failures, overheating, or instability are observed: Immediately disconnect Ethernet and power. Do not reuse the unit until it has been assessed by Product Support.

Issue The EcoStruxure Building Activate Flex Server appears offline in the Device Management Portal and cannot be recovered using standard troubleshooting or remote recovery methods. Product Line EcoStruxure Building Activate Environment Flex Server ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 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. 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 An underlying hardware failure has caused the Flex Server to lose connectivity and report as offline in the Device Management Portal. Common failure points include: Compute Module (RPi CM) Carrier Board Resolution Before replacement, confirm which hardware component has failed: Carrier Board - proceed to Scenario 1 Compute Module (RPi CM) - proceed to Scenario 2 Scenario 1 – Carrier Board Replacement Use this procedure only if the Carrier Board is faulty and the Compute Module is verified as functional. Steps Power OFF the Flex Server. Replace the Carrier Board with a known working unit. Power ON the Flex Server. Confirm the gateway reconnects automatically in the Device Management Portal. Expected Result The gateway comes back online without any portal‑level replacement actions. Scenario 2 – Compute Module Replacement (Full Flex Server Replacement) Use this procedure only if the RPi Compute Module is faulty. In this case, the entire Flex Server must be replaced. Steps Ensure both the faulty and new Flex Servers remain powered OFF. Log in to the Device Management Portal. Select the relevant customer account. Navigate to the Deployment tab. Select Replace Controller. Enter the following details: New Compute Module serial number Gateway name, prefixed with a forward slash Example: /ABC-24 Click Submit. Wait for the confirmation popup indicating the replacement was successful. Only after confirmation, power ON the new Flex Server. Verify the gateway shows online in the Device Management Portal. Important Notes Do not power on the new Flex Server before portal confirmation. Ensure the primary internet connection is available before power‑up. USB tethering via a mobile phone is the preferred connectivity method during replacement. Double‑check serial numbers and gateway names to avoid mapping issues.

Issue Support teams need a clear method to monitor Flex Server health using diagnostic streams, understand normal ranges, and identify thresholds that indicate potential issues.   Product Line EcoStruxure Building Activate   Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal   Cause Flex Server collects health metrics to ensure stable operation. Incorrect interpretation of these streams can lead to delayed troubleshooting or missed alerts.   Resolution The Flex Server provides multiple data streams that monitor its internal health in addition to collecting data from field devices. Navigating to the Streams:​ Old Portal: Login to the Portal > Select/Change Customer from the ‘Settings’ icon in the top right corner >Go to ‘Controller’ tab in the left pane and select Gateway from the dropdown > Go to ‘Plots’ tab.​ New Portal: Login to the Portal > Go to ‘Troubleshooting’ tab in the left pane > Select the Customer andSite from the dropdowns > Select the specific Flex Server from the ‘Devices’ tab  These diagnostic streams are crucial for investigating issues reported by customers, whether they originate from the Flex Server itself or connected field devices. Support personnel can effectively troubleshoot and identify problems by analysing both current and historical values from these streams:​ ​ CPUTemperature: RPi PCB temperature. (Below 75 degree Celsius is the normal operating temp. The gateway reboots upon reaching temp above 85 degree Celsius for 10 Minutes for cooldown)​ Dia 1: CPU Temperature CPU Usage: Value shown in Percentage. This indicates processor usage; fluctuates when the Zenedge restarts. It depends on the number of devices configured on the gateway. ​ DiskUsage: 3.6-4.0GB (~40-50%) is reserved for OS. 8GB is the standard Gateway Variant. When gateway goes offline (internet issue), the data gets stored internally in the disk, hence this will start increasing. When the gateway comes back online this data comes back below 50% as the data buffering takes place during this time. Dia 2: Disc Usage​ DriverOperationalSeconds: Indicates the responsiveness of the gateway. Frequency between each point - 60 points in each in a minutes. This will start from 0 whenever gateway reboots or driver(ZenEdge) restarts. Dia 3: DOS​ DriverRestart: Indicates when the driver is rebooted. (occurs when a Zenedge service is restarted or gateway is rebooted). Binary point- will show as 1 when this event has occurred.​ EthernetDataUsage: Data usage of Ethernet. The gateway is running on ethernet for cloud connectivity. The data is indicated in KB. (this indicates the data packets transferred on the port)​ FTDISoftReset: Reset the count of Modbus port.​ GSMDataUsage: Data usage of GSM. The gateway is running on GSM for cloud connectivity. The datais indicated in KB.​ GSMReset: Indicates when the GSM module is rebooted. This indicates 1 at the instance where GSM Reset has occurred.​ GSMSignalStrength: Strength of Network (SIM). This is an indication of Received Signal Strength(RSSI) and not about the Speed of internet. Ideally this value should be between 20-36. AlthoughGateway will keep functioning above 12 as well but it may not operate as expected. Dia 4: GSM Signal Strength​ LastData: Time when the last data point from the controller was plotted. Dia 5: Last Data​ RPIReboot: Indicates when the RPI is rebooted. This indicates 1 at the instance where RPI has been rebooted.​ TimesyncStatus: This is a Real Time Clock which indicates the TimeSync is operational and is identified when the first digit starts with 1. ​ USBReset: Soft reset of USB when the peripheral is not detected which is attached to particular USB port.​ Virtual Memory: This is considered RAM. Indicator of Percentage of RAM consumption.​ WifiDataUsage: Data usage of WiFi. The gateway is running on Wifi for cloud connectivity. The data isindicated in KB (this indicates the data packets transferred on the port).​ ZenEdgeRunStatus: Status of Zenedge. This needs to be 1 incase the ZenEdge is running.​   Recommended Actions Monitor critical health streams such as CPU Temperature, DriverOperationalSeconds, LastData, Disk Usage, GSM Signal Strength, and ZenEdge Status. Correlate these with historical plots for trend analysis to promptly investigate anomalies (e.g., high temperature, low signal strength, data not publishing, or ZenEdge service not running).

Issue Customers and partners require clarity on the cybersecurity protocols, standards, and practices implemented in EcoStruxure Building Activate (EBA) to ensure compliance and secure deployment.   Product Line EcoStruxure Building Activate   Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal   Cause Cybersecurity is critical for IoT SaaS platforms managing building automation and energy systems. Customers need documented assurance of supported security protocols and standards for risk assessments and firewall/network planning.   Resolution EcoStruxure Building Activate is designed with secure-by-design principles and supports industry-standard security protocols and frameworks throughout its lifecycle. Below are the key cybersecurity measures and standards: 1. Authentication & Access Control Multi‑Factor Authentication (MFA): Requires multiple verification factors before granting access. Role‑Based Access Control (RBAC): Access levels enforced based on user profiles and least privilege principle. 2. Data Encryption & Secure Communication Transport Layer Security (TLS) v1.2: Protects all data exchanged between on‑site gateways and cloud services. HTTPS: Secures web‑based communications for portals and APIs. MQTT over TLS: Encrypts IoT messaging between gateways and cloud stack. 3. Secure Boot & Firmware Integrity Secure Boot: Ensures only trusted firmware/software executes during device startup. Signed Firmware Updates: OTA updates validated via cryptographic signatures. 4. Cloud Security & Compliance Cloud Security Posture Management (CSPM): Continuous monitoring and mitigation of cloud resource risks. AWS Infrastructure Protections: Includes malware defense, encrypted storage, secure key management, and DDoS mitigation. Regulatory Compliance: GDPR adherence for data privacy and integrity. 5. Monitoring & Incident Response Continuous User Activity Logging: Tracks all web requests and system actions for auditability. Incident Response Plan: Global policy for breach detection and remediation. 6. Third‑Party Integration Security Secure API & Device Integration: Maintains system integrity during third‑party device onboarding.   Summary Table Security Area Protocol / Standard Data in Transit TLS v1.2, HTTPS, MQTT over TLS Authentication MFA, RBAC Firmware Secure Boot, Signed Updates Cloud CSPM, AWS Security Controls Compliance GDPR Monitoring Continuous Logging, Incident Response   Additional Notes No inbound connections required from customer network; all communications are outbound to Schneider Electric cloud endpoints, reducing attack surface. Encryption keys and credentials are managed securely per Schneider Electric global cybersecurity policy.

Issue An end user has requested guidance for their IT department on how to secure a Building Automation System (BAS) effectively. Product Line Andover Continuum, EcoStruxure Building Activate, EcoStruxure Building Operation, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment Building Automation Systems (BAS) IT/OT Network Infrastructure Cybersecurity Best Practices Cause With the increasing convergence of IT and OT systems, securing Building Automation Systems has become critical. Customers are seeking best practices to ensure their systems are protected from cybersecurity threats and vulnerabilities. Resolution To assist with securing your Building Automation System, Schneider Electric provides a comprehensive white paper authored by the Buildings BU IT Security Group. 📄 Download the white paper here: Best Practices for Securing an IBMS (PDF) This document outlines: Key cybersecurity principles for Building Automation Systems Network segmentation and access control strategies Secure configuration and hardening guidelines Monitoring and incident response recommendations Compliance with industry standards (e.g., IEC 62443, ISO/IEC 27001) 🔍 Additional Resources Schneider Electric Cybersecurity Solutions Scheider Electric Cybersecurity Support Portal IT System Planning Guide - EcoStruxure Building Management EcoStruxure Building Operation Webhelp

Issue The Flex Server fails to power ON or boot up after first installation Product Line EcoStruxure Building Activate Environment ESXBFXSVR00B008 ESXBFXSVR0BC008 ESXBFXSVRBCW008 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. Cause “Live Insertion” of power supply to the Flex Server or “Hot plugging” the RS485 connector to the Flex Server can lead to internal component failures. These acts can induce transient voltage that exceed the design tolerances of sensitive components. These transients may cause internal components to fail, leading to MODBUS failures or Gateway boot-up failures.   What is “Live insertion”? “Live insertion” is the act of connecting or disconnecting a power connector to the device while the power supply is energized (powered ON).   What is “Hot Plugging”? “Hot plugging” refers to the practice of connecting or disconnecting a device to a system while it is powered on and running, without shutting down the system.   Resolution To protect the Flex Server and ensure long-term reliability, always adhere to the following steps (Safe Connection Procedure) when connecting or disconnecting the DC power supply or RS485 connectors: Connection Procedure: Before connecting or disconnecting the power supply or RS485 connectors, ensure the mains power supply for both the RS485 devices and FlexServer power adapter is completely switched off. Connect the DC terminal block and the RS485 terminal block to the correct sockets firmly, ensuring proper alignment and contact to avoid intermittent connections. Power on the power supply only after all connections are completed.     Disconnection Procedure: Before removing the DC terminal block and RS485 terminal block connectors, switch off the power supply first, verify it is de-energized. Then carefully disconnect the DC power supply and RS485 connectors.  

Issue SIM card not being detected and internet is not connecting automatically when SIM card is inserted inside the Gateway.   Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal 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. Caution While removing gateway cover: Open the gateway screws and delicately remove the top cover. Take extra care during this step, as the top cover is connected to the antenna cable via a thin wire. After opening the top cover, you will be able to see the top view of the board, please insert the active SIM card in the designated slot. Once the Sim Card is properly inserted, fix the screws back and ensure that the 4G&Wi-Fi Antenna is attached properly. If the antenna cable remains disconnected from the board, then the GSM will not work. Cause Some network service providers have a username, password and SIM PIN set by default when they issue the SIM to the customer. If the Gateway is using the SIM for internet, it requires any username, password and SIM PIN to be disabled before inserting the SIM inside the Gateway.  Resolution Contact the Network service provider directly to disable the username and password. The Network service provider can disable the username and password from the backend. For disabling the SIM PIN follow the below procedure: Steps to follow to unlock SIM PIN An example YouTube video on the steps detailed below can be seen at: How to unlock your SIM Card Upon receiving the SIM kit (note down the PUK number and also note down the SIM PIN if available) Insert the SIM card to a Mobile device/cellular device Type in the SIM PIN from the Step 1 and Unlock the SIM Navigate to the settings page – Network section - SIM settings - SIM PIN - Disable the SIM PIN option SIM CARD SETTINGSSIM CARD SETTINGS           SIM PIN DISABLEDSIM PIN DISABLED Reconfirm if the SIM PIN is disabled by reinserting the SIM from the SIM tray and check if it asks for PIN. If the SIM PIN is successfully disabled, it will not ask for SIM PIN at startup. If it still asks, repeat Step 4. Insert the SIM inside the Gateway SIM Slot and check for network connectivity and that the gateway goes online. After inserting the SIM card properly, power up the gateway and allow the gateway to boot up. This process may take up to 5 minutes. Once completed, the device should come online and can be provisioned through a partner portal   In case the SIM PIN is unavailable An example YouTube video on the steps detailed below can be seen at: How to Unlock Sim Card / Sim locked by Pin Code or PUK Code  Insert the SIM card into a Mobile device/cellular device Type in incorrect PIN more than 4 times till it asks to enter PUK code. Contact the Network Service Provider and perform the verification and obtain the PUK Code for the SIM from the Network provider directly Type the PUK code into the mobile device in the PUK code page Navigate to the Network settings - SIM PIN - Set a SIM PIN inside the settings Use this SIM PIN to Disable the SIM PIN lock. Reconfirm that the SIM PIN is disabled by reinserting the SIM from the SIM tray and check that it does not request a PIN.

Issue This article provides information on the SIM cards that are currently supported in EcoStruxure Building Activate and are added to the central database to support field deployment of Flex servers. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal 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. Caution While removing gateway cover: Open the gateway screws and delicately remove the top cover. Take extra care during this step, as the top cover is connected to the antenna cable via a thin wire. After opening the top cover, you will be able to see the top view of the board, please insert the active SIM card in the designated slot. Once the Sim Card is properly inserted, fix the screws back and ensure that the 4G&Wi-Fi Antenna is attached properly. If the antenna cable remains disconnected from the board, then the GSM will not work.   Important Note: The SIM must not have a Username, Password, or PIN. These features are not supported. Refer to Steps to follow to unlock SIM PIN when using SIM Card under Flex server The user must ensure that no firewall is applied by the SIM provider. If a firewall exists, it may block connectivity. We recommend using SIMs without any firewall restrictions.Ensure the data plan of the SIM should not be less than 2GB per month for approximately 100-200 streams. Cause This eliminates the need for manual support for the already validated SIM operators individually on each server. Resolution Below is the list of the Network Service Providers whose APN exists in the backend and have already been added: MCC code (Country Code) Operator APN 260 play {"generic": "internet"} 260 plus {"generic": "mbb.mobi-data.com"} 732 claro {"generic": "internet.comcel.com.co"} 454 smc hk {"generic": "Smartone"} 520 ais {"generic": "internet"} 240 tele2 se {"generic": "mbb.mobi-data.com"} 260 t-mobile {"generic": "internet"} 262 t-mobile {"generic": "internet.v6.telekom"} 505 telstra {"generic": "telstra.internet"} 204 nl kpn {"generic": "matooma.m2m"} 208 208 28 {"generic": "datapro"} 234 voda uk {"generic": "wap.vodafone.co.uk"} 901 901 40 {"generic": "internet.m2mportal.de"} 208 free {"generic": "free"} 208 bouygues telecom {"generic": "mmsbouygtel.com"} 208 sfr {"generic": "sl2sfr"} 208 orange {"generic": "orange"} 268 vodafone {"generic": "internet.vodafone.pt"} 268 nos {"generic": "umts"} 405 vi india {"iot": "IOT.ZENATIX.COM"} 404 vi india {"iot": "IOT.ZENATIX.COM"} 405 ind airtel {"iot": "iot.com"} 404 ind airtel {"iot": "iot.com"} 724 tim internet {"generic": "timbrasil.br"} 724 vivo {"iot": "smart.m2m.vivo.com.br", "generic": "zap.vivo.com.br"} 724 claro {"generic": "claro.com.br"} 310 at&t {"iot": "armstrongdynm.com.attz", "generic": "NXTGENPHONE"} 440 fl1 {"generic": "soracom.io"} 302 bell {"generic": "mnet.bell.ca.ioe"} 302 rogers {"generic": "M2Minternet.apn"} 302 at&t {"iot": "armstrongdynm.com.attz", "generic": "NXTGENPHONE"} 404 idea {"generic": "Internet"} 431 etisalat {"generic": "mnet"} 430 etisalat {"generic": "mnet"} 424 etisalat {"generic": "mnet"} 424 du {"generic": "du"} 405 404 11 {"iot": "IOT.ZENATIX.COM"} 405 vodafone {"iot": "IOT.ZENATIX.COM"} 405 airtel {"iot": "iot.com"} 404 airtel {"iot": "iot.com"} 404 vodafone {"iot": "IOT.ZENATIX.COM"} 404 404 11 {"iot": "IOT.ZENATIX.COM"} 404 jio {"generic": "jionet"} 405 jio {"generic": "jionet"} Additional Information Ensure the SIM card is active and properly inserted. Verify the antenna cable is securely connected to the board. Confirm the SIM card has no firewall restrictions and meets the data plan requirements.  

Issue How are Elsys LoRaWAN sensors configured with a smartphone using NFC Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Warning 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. 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 All Elsys sensors are equipped with NFC for easy configuration with a smartphone. There is a requirement to configure these sensors using a Smartphone or tablet using Elsys 'Sensor Settings' application. Resolution Download the ELSYS “Sensor Settings” application from Google Play or the IOS App store and install it on a smartphone or tablet.     Ensure the mobile device supports NFC. Enable NFC on the device and start the application. Position the mobile device directly on the NFC antenna of the sensor. Ensure both devices remain close and stationary to maintain optimal connectivity. Remove the mobile device. The current settings will be displayed in the application. Set the 'Timebase' to 120 seconds using the application. Remember to revert it to 600 seconds after commissioning!    Make note of the following sensor keys: DevEUI: The unique ID of the sensor, found in the blue panel at the top. AppEUI: Application ID (8 bytes or 16 hex digits). Default is 0, can be changed if needed for the application. AppKey: Application unique key (16 bytes or 32 hex digits) that is the encryption key used for messages during every over-the-air activation. Tap the sensor's NFC antenna to transfer the new settings after making the desired changes. Ensure the application confirms the updated settings. Wait for the sensor to reboot, indicated by the LED flashing. The sensor settings should now be updated. Validate your settings by reading the NFC data after the sensor has restarted. Verify that settings have been applied by using the ‘Read’ functionality in the app and touching the sensor’s NFC antenna.    Remember to change the 'Timebase' back to 600 seconds after the commissioning is completed!

Issue The internet is not working at the site, so it's necessary to verify that all antenna connections are secure and the SIM card is correctly placed. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal 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. 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 Flex Server powers up successfully at the site, but the internet connection fails. This issue might arise if the antenna or SIM card was displaced, disconnected, or damaged during transit due to mishandling. Therefore, it's essential to verify that all connections are secure. However, the technician or engineer on-site may not be familiar with the correct slots. Resolution Carefully open the Flex Server top cover. The internal layout will appear as shown in 'Image 01' below: Image 01Image 01 Image 02Image 02 Identify the slots as follows: Slot 1: Indicates the SIM card slot. Slot 2: Located on the GSM Module marked as 'MAIN', indicates the Cellular antenna slot. Slot 3: Located on the Wi-Fi module marked as 'ANT0 WiFi', indicates the Wi-Fi antenna slot. Verify all connections and ensure they are secure. Carefully close the Flex Server cover.

Issue Data cannot be seen on Partner Portal for RS485 devices. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Warning 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. 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 Data for the Modbus devices can be seen on third-party tools like Modscan but not on the Partner Portal. Resolution Follow the steps below if the Flex Server RS485 port is not sending any data: Ensure connections are made according to the installation instructions. Verify the correct port is configured. Double-check that the connections are not reversed. Inspect for any loose wires. Confirm the Modbus/BACnet ID is correct. Verify the baud rate configured for the end device. Check for any loose wire strands shorting on the bus or to the ground. Ensure no Modbus device is connected to the BACnet bus, or vice-versa. Confirm the number of devices in the loop matches the specifications in the installation instructions. Check if the loading of devices causes significant changes in resistance. Do not connect more than two resistors on a single bus. Ensure cables used are as per the specifications in the installation instructions.

Issue If the flex server is not able to connect to the internet via the SIM card, Ethernet, or Wi-Fi, or is in a hanged state, a phone be used by the Flex server/Gateway for troubleshooting connectivity. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal 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. Caution While removing gateway cover: Open the gateway screws and delicately remove the top cover. Take extra care during this step, as the top cover is connected to the antenna cable via a thin wire. After opening the top cover, you will be able to see the top view of the board, please insert the active SIM card in the designated slot. Once the Sim Card is properly inserted, fix the screws back and ensure that the 4G&Wi-Fi Antenna is attached properly. If the antenna cable remains disconnected from the board, then the GSM will not work.   Cause USB Tethering may be required at times during provisioning or troubleshooting when the flex server is not able to connect to the internet via the SIM card, Ethernet, or Wi-Fi, or is in a hanged state. Resolution If a a smartphone with data connectivity and a USB cable is available, USB tethering can be used to get a Flex server/Gateway online when a Wi-Fi or Ethernet connection is not established. It essentially turns a smartphone into an external modem for your Flex server/Gateway. This guide will cover both Android and iPhone, since the steps vary slightly. What you'll need: Your smartphone (Android or iPhone) with an active mobile data plan. A USB cable that connects the phone to a computer (the same one you use for charging usually works). A Flex server/Gateway. Part 1: General Preparations (For Both Android and iPhone) Ensure Mobile Data is ON: On the phone, go to quick settings (swipe down from the top of the screen) and make sure "Mobile Data" or "Cellular Data" is turned on. Alternatively, go to Settings > Network & internet (Android) or Settings > Cellular (iPhone) and confirm it's enabled. Important: If the phone has a limited data plan, be mindful of data usage while tethering, as Flex server applications can consume a lot more data than phone apps. Charge the Phone (or Keep it Plugged In): Tethering can drain the phone's battery quickly. It's best to have the phone charged sufficiently or keep it plugged into a power source while tethering. Find Your USB Cable: Make sure you have a working USB cable that connects the phone to the Flex server/Gateway. Ensure the USB cable used is a Data cable and not a charging cable. Part 2: USB Tethering with an Android Phone Video link for Demo (The exact wording of menus might vary slightly depending on the Android version and phone manufacturer, but the general path remains the same.) Connect the Phone to the Flex server/Gateway: Plug one end of the USB cable into the Android phone. Plug the other end of the USB cable into an available USB port on the Flex server/Gateway. Note: there are 2 USB ports in the Flex Server/Gateway you can connect to either port to establish USB Tethering. The Flex server/Gateway prioritizes usb0 (the top USB) interface by default for troubleshooting purpose. USB PortsUSB Ports   Allow USB Debugging (If Prompted): When you connect the phone, you might see a pop-up on your phone asking for "Allow USB debugging?" or similar. If you do, tap "Allow" or "OK." Access the Phone's Settings: Open the Settings app on the Android phone. Navigate to Network & Internet Settings: Look for an option like "Network & internet", "Connections", or "Wireless & networks." Tap on it. Find Hotspot & Tethering: Within the Network settings, you should see an option called "Hotspot & tethering" or just "Tethering." Tap on it. Enable USB Tethering: Inside the Hotspot & tethering menu, you will see a toggle switch labeled "USB tethering." Tap this switch to turn it ON. The switch should change color (e.g., green or blue) to indicate it's active. Check Your Flex server/Gateway is online from the Dashboard. The Gateway Status LED will be Solid Green.   LED patternLED pattern   To Disable USB Tethering (Android). Go back to Settings > Network & internet > Hotspot & tethering on the phone and turn OFF the "USB tethering" switch. Alternatively, unplug the USB cable from the phone or Flex server/Gateway. Part 3: USB Tethering with an iPhone Video link for Demo (The exact wording of menus might vary slightly depending on your iOS version.) Connect Your iPhone to Your Flex server/Gateway: Plug one end of the Lightning (or USB-C on newer iPhones) cable into the iPhone. Plug the other end of the USB cable into an available USB port on your Flex server/Gateway. Note: there are 2 USB ports in the Flex Server/Gateway you can connect to either port to establish USB Tethering. The Flex server/Gateway prioritizes usb0 (the top USB) interface by default for troubleshooting purpose.  USB Port for tetheringUSB Port for tethering   Trust This Device? (If Prompted): The first time you connect the iPhone to a new Flex server/Gateway, the iPhone will ask, "Trust This Device?". Tap "Trust" on the iPhone. You may need to enter the iPhone passcode to confirm. Access iPhone Settings: Open the Settings app on the iPhone. Navigate to Personal Hotspot: Scroll down and tap on "Personal Hotspot." Enable Personal Hotspot: You will see a toggle switch labelled "Allow Others to Join." Tap this switch to turn it ON. It will turn green to indicate it is ON. Important: You might see options for Wi-Fi Password or "USB Only." For USB tethering, you don't necessarily need to worry about the Wi-Fi password unless you also plan to use Wi-Fi hotspot. Check the Flex server/Gateway is online. The Gateway Status LED will be Solid Green. Gateway Status LEDGateway Status LED   Blink pattern for Internet connectionBlink pattern for Internet connection   To Disable USB Tethering (iPhone): Go back to Settings > Personal Hotspot on the iPhone and turn OFF the "Allow Others to Join" switch. Alternatively, you can just unplug the USB cable from the iPhone or Flex server/Gateway Troubleshooting Tips: Restart everything: If it's not working, try restarting the phone and then the computer. Try a different USB port: Sometimes, a particular USB port on your Flex server/Gateway might be faulty. Try a different one. Try a different USB cable: Not all USB cables are created equal. Some are only for charging and don't support data transfer. Try a different cable if you have one. Disable VPN on the phone: If you're using a VPN on the phone, try disabling it before tethering, as it can sometimes interfere. Check data plan: Ensure you haven't run out of mobile data. Contact the mobile carrier: Some mobile carriers have restrictions on tethering or require a specific plan. If you've tried everything else, check with your carrier. By following these steps, you should be able to successfully set up USB tethering and get the Flex server/Gateway online using a smartphone's internet connection!

Issue When the Flex Server/Gateway is unable to connect to the internet, it's important to verify the network priority settings to understand how the device attempts to connect to the cloud. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal 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. 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 Flex Server/Gateway is not designed for direct exposure to public networks. Improper network priority settings may cause the device to go offline when connected to the internet. Resolution The Flex Server/Gateway supports multiple internet connectivity options: Cellular (GSM): Supports two SIM cards for redundancy. Ethernet Wi-Fi (via Wi-Fi receiver) USB Tethering (via the top USB port, usb0, for troubleshooting) Learn more about USB tethering: USB Tethering for Flex Server   Connectivity Priority (Default Order) USB Tethering (usb0) Cellular (GSM) Ethernet Wi-Fi Note: If GSM fails and Ethernet is connected, the server will automatically switch to Ethernet. If both GSM and Ethernet are unavailable, it will switch to Wi-Fi (if configured). SIM Card Failover If one SIM card loses internet connectivity, the server automatically switches to the second SIM after a few minutes.   Best Practices Install the server in a secure location to prevent tampering (e.g., unplugging Ethernet or removing LTE antenna). Avoid direct exposure to public internet to maintain security and stability.