Issue When using External Log Storage in EBO, the following log message may appear: "Couldn't find a matching record in the internal storage, re-reading everything." Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation External Log Storage Cause This message indicates a failed synchronization attempt between EBO’s internal log storage and the configured external log storage system. It does not imply a misconfiguration or data corruption. EBO attempts to locate the last successfully transmitted record in its internal storage. If that record is missing—typically due to log purging based on retention settings—EBO cannot resume from that point and instead re-sends all available data to the external storage to ensure continuity. Common Scenario EBO is configured with a short log retention period (e.g., 1 day). The external log storage system is unavailable for a period longer than the retention window. The last record previously sent to external storage is purged from EBO’s internal storage before synchronization resumes. EBO cannot find the matching record and re-transmits all current log data. Resolution No action is required. This behavior is expected and intentional. It ensures that the external log storage receives all available data, even if some records were purged from internal storage during downtime. Recommendations Review and adjust log retention settings in EBO to align with the availability and recovery time objectives of the external log storage system. Ensure high availability of the external storage to minimize downtime and avoid unnecessary data re-transmission.

Issue What are the NEMA or IP ratings for a specific product? Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment All devices Cause Users often need to know whether a product is protected against: Water ingress Intrusion by foreign objects (e.g., dust, fingers) Resolution To determine a product’s protection level, refer to the Degrees of Protection document, which includes: IP Rating Chart NEMA Enclosure Rating Chart 🔹 Understanding IP Ratings An IP rating consists of two digits: First digit: Protection against solid foreign objects Second digit: Protection against water Examples: IP20: Protected against fingers (≥12.5 mm), no water protection IP10: Protected against objects up to 50 mm, no water protection If a product datasheet does not specify water ingress protection, the second digit defaults to 0. 🔹 Typical Building Products Many building automation products: Prevent insertion of fingers (≥12.5 mm) Do not offer water protection → Common rating: IP20 📎 Attachment Degrees of Protection.pdf (Includes full IP and NEMA charts)

Issue When using a Windows PC with Microsoft Visual Studio installed, an unexpected error message appears referencing Just-In-Time (JIT) Debugging. This can interrupt normal operations and confuse users unfamiliar with debugging tools. Product Line Andover Continuum, EcoStruxure Building Operation, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment Windows Operating System Cause Visual Studio includes a feature called Just-In-Time Debugging, which attempts to launch the debugger when a program crashes or encounters a critical error. If enabled, this feature can interfere with other applications or workflows by prompting unexpected debug dialogs. Resolution To disable Just-In-Time Debugging, follow these steps: Open Visual Studio. Go to the Tools menu and select Options. In the Options dialog box: Expand the Debugging section. Select the Just-In-Time page. In the Enable Just-In-Time debugging of these types of code box, uncheck the relevant options: Managed Native Script Click OK to apply changes. Note: Disabling JIT debugging modifies a registry key. You must have Administrator privileges to make this change.

Issue When attempting to run LonMaker, the following errors may occur in succession: Could not listen on poet/tcp: The address specified is already in use (Error -2532) Database error: (Subsystem: LNS, #25) [DB #-2506] The global database is not open. (Subsystem: LNS, #64) Additional errors that may be caused by the same underlying issue: Problem connecting with the database server process: (Subsystem: LNS, #36) [DB#-2523] Error opening LCA Global database Product Line EcoStruxure Building Operation, Satchwell BAS & Sigma, TAC IA Series, TAC Vista Environment LonMaker for Windows 3.1 and 3.2 Sentinel Protection Installer 7.6.1 Cause  The issue is typically caused by a conflict between the Sentinel Protection Server and the POET Server, as both attempt to use the same port(s). Sentinel Protection Installer 7.6.1 installs the Sentinel Protection Server, which manages Sentinel SuperPro and UltraPro keys used with Satchwell Sigma and other products This service is not required for the dongle driver to function and can interfere with LonMaker’s operation. Refer to: Error: LNS #25 lcaErrDatabase for more technical details. Resolution To resolve the issue: Stop the Sentinel Protection Server: Open the Windows Services console: Press Windows + R , type services.msc , and press Enter. Locate Sentinel Protection Server. Right-click and select Stop. (Optional): Disable the service if not needed: Right-click > Properties > Set Startup type to Disabled. ✅ This will allow POET Server to operate without port conflicts.

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 A BS5308 Part 1 Type 1 cable was installed under the assumption it would be used for Modbus communications. However, it was later determined that the application required M-Bus communication. This raised the question: Is the BS5308 cable suitable for M-Bus? Product Line Andover Continuum, EcoStruxure Building Operation, Satchwell BAS & Sigma, TAC Vista Environment M-Bus communication systems BS5308 Part 1 Type 1 cable (2-pair, individually screened) Cause The incorrect assumption that the communication protocol would be Modbus led to the installation of a BS5308 cable. Upon discovering that M-Bus was required, concerns arose regarding the cable’s compatibility with M-Bus communication standards. Resolution While the recommended cable for M-Bus communication is J-Y(ST)Y, which is specifically designed for indoor telephone applications and optimized for analog/digital signal transmission, the BS5308 Part 1 Type 1 cable can still be used for M-Bus under certain conditions. Key characteristics of J-Y(ST)Y cable: Designed for indoor telephone and data transmission Aluminium-laminated plastic foil static screen with tin-plated drain wire to minimize high-frequency electromagnetic interference Twisted pair (TP) structure to reduce crosstalk BS5308 Part 1 Type 1 cable considerations: Originally designed for instrumentation and control applications Features individually screened pairs, which can help reduce interference Electrical characteristics must be evaluated to ensure compatibility with M-Bus requirements Conclusion: Yes, the BS5308 Part 1 Type 1, 2-pair individually screened cable can be used for M-Bus communications, provided that its electrical characteristics meet the M-Bus system requirements. Refer to the attached calculation chart and datasheets for detailed compatibility analysis.

Issue The H909HV-S6 current transformer does not change state, even though current flow is present. Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Satchwell BAS & Sigma, Satchwell MicroNet Environment H909HV-S6 Current Transformer Cause The issue is due to incorrect wiring between the current transformer and the DDC controller. The installation instructions may appear to indicate that four connections are required to the DDC controller. However, this is not correct—only two connections are necessary. Resolution To resolve the issue: Review the wiring diagram in the installation instructions carefully. Ensure that only two connections are made between the CT and the DDC controller: The status output has two terminal sets, but only one connection is required from each set. Correct the wiring to match the proper configuration. 📄 Download the H909HV-S6 Datasheet

Issue Continuum 1.9x and above may fail to install correctly on domain-joined machines. A common error during installation is: "You must have local NT administrative privileges to run this application." Product Line Andover Continuum, EcoStruxure Building Operation, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment Windows 7, 8, 10, 11, Server 2016 and later SQL 2005, 2008, 2012 and later Cause Microsoft SQL installations require elevated local administrator privileges. Domain accounts often lack these rights due to group policies or security restrictions. A local administrator account is required to complete the installation successfully. Resolution Resolution: Create a Local Administrator Account 🔹 Windows 7 / 8 / 10 (Classic Method) Open Control Panel → Administrative Tools → Computer Management Navigate to Local Users and Groups → Users Right-click in the right pane → New User Enter a username and password Uncheck User must change password at next logon Check Password never expires Click Create → Close Right-click the new user → Properties → Member Of tab Click Add → Type Administrators → Check Names → OK 🔹 Windows 10 / 11 (Modern Method) Open Settings → Accounts → Family & other users Under Other users, click Add someone else to this PC Select I don’t have this person’s sign-in information → Add a user without a Microsoft account Enter a username and password After creation, click the account → Change account type Set to Administrator → OK 🔹 Windows Server 2016+ Open Server Manager → Tools → Computer Management Go to Local Users and Groups → Users Right-click → New User Fill in the details and assign to the Administrators group as above 🔹 Command Line (All Versions) Run the following commands in Command Prompt (Admin): net user LocalAdmin P@ssw0rd123 /add net localgroup Administrators LocalAdmin /add Replace LocalAdmin and P@ssw0rd123 with your preferred username and password. 🔐 Additional Notes Ensure the account is local, not domain-based. You may need to disable UAC temporarily for installation, but re-enable it afterward. For Server OS, PowerShell can be used for automation if needed.

Issue Importing a VisiSat pointslist StruxureWare reports a limit issue and suggests the import is complete. Product Line EcoStruxure Building Operation, Satchwell MicroNet Environment StruxureWare Building Operation 1.3/1.3 SP1 Cause On one of the VisiSat points being import,  the alarm limits have been incorrectly set.   Although StruxureWare Building Operation 1.3/1.3 SP1 reports that the import completed in X minutes and X second, the import would have failed to complete due to the stated issue. Unfortunately the reported limit issue can effect 100 points or just the 1 point.  The specific point or points identity is not highlighted in the trace file.   Resolution Locate the point and check the alarm limits are entered correctly. The example below show the upper limit and lower limit are reversed. Change it so the upper limit is above the lower limit.

Issue When an Engineering License ("New system") is created and activated on an Enterprise Server (ES) that has been upgraded from EBO 6 or earlier to EBO 7.0.3, the feature licenses do not propagate to Automation Servers (AS) that are still running EBO 6.0 or earlier Product Line EcoStruxture Building Operation   Environment Software Companion Device Administrator Centralized Licensing   Cause The current Engineering License offering with the "New system" does not support scenarios where the top-level server has been upgraded from EBO 6 or earlier to EBO 7.0.3. In such cases, the license propagation mechanism may not function correctly. Resolution To ensure proper license propagation: Recommended Setup: Create and activate the Engineering License ("New system") on a top-level server with a clean EBO 7.0.3 database. In this configuration, feature licenses will be inherited correctly by AS units running EBO 7.0 and earlier. Alternative Workaround: If the ES has been upgraded from EBO 6 or earlier to EBO 7.0.3 and AS units cannot be upgraded immediately ( Multi-system) : Consider manually assigning feature licenses ( Demo lic)  to the AS units. Or, migrate AS units to EBO 7.0 or later to restore automatic license propagation.

Issue When launching VisiSat 2.1 Build 185 on certain Windows XP Pro / Visio 2003 systems, the following error may appear: Internal error 0x86DB08A9 VisiSat 2.1 Build 185 cannot find the “CustomiseUI” add-on to Visio. Some or all files required by VisiSat are missing. You may need to re-install Visio and/or VisiSat to clear the problem. Product Line Satchwell MicroNet Environment VisiSat 2.1 Build 185 Cause Visio 2003 may fail to recognize or properly register the VisiSat 2.1 Build 185 installation, particularly the CustomiseUI component. Resolution Open Visio 2003 (not VisiSat). From the menu bar, go to: Tools → Options Select the Advanced tab. Click on File Paths. Delete all entries listed. Click OK to confirm and close the dialog. Close Visio 2003. Launch VisiSat again. It should now start without error. If you close VisiSat and reopen Visio 2003, the file paths should now be correctly displayed.   Additional Option If you're running on Windows 7, consider upgrading Visio to Visio 2007 or Visio 2010 for improved compatibility.

Issue Customers using Device Administrator for offline license activation in EBO 7.0.3 face challenges due to changes in how entitlements are delivered via Software Companion. Product Line EcoStruxure Building Operation Environment Building Operation Device Administrator (v7) Software Companion Portal FlexNet Licensing Portal Offline systems (no internet access) Cause The current Software Companion tool does not generate an HTML entitlement certificate compatible with Device Administrator. Instead, it provides a PDF summary, which the Device Administrator cannot read or import. Resolution The simplest way is to enable Internet access for Device Administrator and add the entitlement ID. To activate licenses offline in Device Administrator: Do not use the PDF summary generated by Software Companion — it is not compatible with Device Administrator. There are several options available, each differing in complexity and time requirements.    Contact support with your Entitlement ID, and they will send you an HTML version of your license for import into Device Administrator. (Internal use only) Access the FlexNet Licensing Portal: Home Page - FlexNet Operations End-User Portal: Log in using the Entitlement ID. List all Entitlements. Select one Activation ID Use the View Certificate option. Download and save the certificate locally in HTML format. When using Save As - ensure you select the "Webpage, complete (*htm;*html) option  Repeat for each Activation ID listed in the Entitlement Import each HTML certificate into Device Administrator to load the entitlement offline. Create a server list away from the site, using Device Administrator, that has Internet access. Caution: this will wipe the current server list, remove all certificates (if used), and remove all servers added to Device Administrator. If the server list has already been created on site, save and export this list. Off-site or on a PC with Internet access, import (from step 1) or create a new server list in Device Administrator. Add the necessary entitlement IDs. Save and export the server list. Back on the on-site PC, import the exported server list to Device Administrator. If using a new server list (that is, no servers added from Step 1), add the required certificates and servers. Save this new list. It is advisable to export it as a backup in case of any issues. Proceed with the offline activation. EcoStruxure BMS Server Licensing on Servers not Connected to Internet Workflow. Once activated, remember to save and export the list for safekeeping. Alternatively, the Activation IDs from the Entitlement ID can be manually entered into Device Administrator.   Comment: Investigation into why Software Companion does not generate HTML certificates is ongoing.  Device Administrator still requires either the HTML certificate or manual entry of activation IDs.

Issue You need to integrate both: VingCard lock MTH-G-5045 / WDC-G-5045 window and presence contacts …into a Zigbee network on the same RP-C (Room Controller) device. Product Line EcoStruxure Building Operation. Environment Building Operation Room Controller (RPC) 24 V. Zigbee Cause When performing device discovery: If using Zigbee VingCard Network, the MTH-G-5045 / WDC-G-5045 devices are not found. If using Zigbee Standard Security Network, the MTH-G-5045 / WDC-G-5045 devices are found. This occurs because the two Zigbee networks are fundamentally different in protocol and device compatibility. Resolution It is not possible to use both Zigbee VingCard Network and Zigbee Standard Security Network simultaneously on the same RP-C device. You must choose one Zigbee network type per RP-C: If you need VingCard lock integration, use Zigbee VingCard Network. If you need MTH-G-5045 / WDC-G-5045 integration, use Zigbee Standard Security Network. ⚠️ Important: These networks are mutually exclusive on a single RP-C. Consider deploying separate RP-C devices if both network types are required in the same installation.

Issue When configuring BACnet alarms in EcoStruxure Building Operation (EBO), users may encounter a potentially misleading message in the Monitored Variable description: Monitored variable: Choose the method for referencing the property that you want to monitor. Select System reference to define a path-based reference to an object or property that is currently located on the EcoStruxure BMS server. While technically correct, this statement may cause confusion. It suggests that any object or property on the EBO server can be used as a monitored variable for BACnet alarms. However, only specific BACnet objects and properties are supported for each alarm type. Product Line EcoStruxure Building Operation Environment EcoStruxture Building Workstation Bacnet Alarms Cause The ambiguity arises from the assumption that all BACnet objects and properties are valid for alarm monitoring. In reality, only a subset is supported depending on the alarm type. Misconfiguration can lead to unexpected behavior or non-functional alarms. Resolution To ensure proper configuration, refer to the table below for supported combinations of BACnet objects and properties for each alarm type: Alarm Type Monitored Variable Object Monitored Variable Property Change of State BACnet Digital Input Value BACnet Digital Output Value BACnet Digital Value Value BACnet Multistate Input Value BACnet Multistate Output Value BACnet Multistate Value Value Change of Value BACnet Analog Input Value BACnet Analog Output Value BACnet Analog Value Value Floating Limit BACnet Analog Input Value BACnet Analog Output Value BACnet Analog Value Value Floating Limit Setpoint Reference BACnet Analog Input Value BACnet Analog Output Value BACnet Analog Value Value BACnet Loop Setpoint Out of Range BACnet Analog Input Value BACnet Analog Output Value BACnet Analog Value Value BACnet Digital Input Value BACnet Digital Output Value BACnet Digital Value Value BACnet Multistate Input Value BACnet Multistate Output Value BACnet Multistate Value Value Buffer Ready BACnet Trend Log (Any) — Additional Reference For more details, see: 🔗 BACnet Alarm Types and Monitored Variables Table

Issue What is the maximum density of people that the Insight sensor (SXWREISBLE10001) can detect? Product Line Field Devices, EcoStruxure Building Operation Environment Insight sensor. Cause There is no official specification available that defines the exact density of people the Insight sensor can detect. This limitation makes it difficult to provide a precise number for maximum detection density. Resolution The maximum raw count for the people counter is 32 individuals within the detection area. Accuracy of detection is up to 90%, but it decreases as the number of people increases within the detection zone. The detection area is influenced by the mounting height of the sensor. A higher mounting position typically results in a larger detection area but may reduce accuracy in crowded conditions. Additional Notes For optimal performance, ensure the sensor is mounted according to published guidelines. Consider environmental factors such as lighting, movement patterns, and obstructions that may affect detection accuracy. If higher accuracy or density detection is required, consider deploying multiple sensors.

Issue Reading registers from an ATV600 via Modbus TCP in EcoStruxure Building Operation (EBO) Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server Modbus Cause Users may need to access and monitor data from an ATV600 drive using Modbus TCP but require guidance on configuration steps and tools. Resolution Step 1: Download Required Tools SoMove: Software for configuring ATV600 Download SoMove DTM Library for ATV600: Install the correct model Download ATV6xx DTM Library Step 2: Configure Password The default password for ATV600 is in the manual. Change the password via the device menu 8.7 or through a web browser. How do I access the embedded web page on an ATV630 drive? | Schneider Electric USA Step 3: Log In and Configure IO Mapping Use the DTM tool to log in to the device. Navigate to IO Mapping. Add the register table according to your requirements. Step 4: Configure Workstation Protocol: Modbus TCP Device ID: 255 (for logical register mapping). Create points in Workstation and enter CHANNEL information based on the IO mapping list. Example: In DTM: CHANNEL 1 corresponds to register number 3203. In Workstation: Enter 1 to access the logical register map. ✅ Tip: Always verify that register addresses in Workstation match the IO mapping in ATV600.

Issue When upgrading a TAC Vista site to EcoStruxure Building Operation (EBO), LonWorks devices may not be discovered during the device discovery process in the AS-P. Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Premium (AS-P). Cause This issue typically occurs when the original TAC Vista database was configured using a third-party network management tool such as LonMaker or NL220. These tools can assign a custom domain ID to the LonWorks network. Default Domain ID in TAC Vista: 1/11 Default Domain ID in EBO: 1/254 If the domain ID used during the initial setup differs from EBO’s default, the AS-P will not detect devices on that domain. Resolution Identify the Current Domain ID Use the existing TAC Vista database to determine the domain ID configured on the LonWorks devices. Alternatively, use NodeUtil to identify the domain ID. Refer to the article: Finding LON devices under a different domain length with NodeUtil  Configure a Spare AS-P Set the domain ID on a spare AS-P to match the existing domain ID used in the site. For guidance, see: How to locate and change the LonWorks domain ID  Discover Devices Use the spare AS-P (now configured with the matching domain ID) to perform device discovery. The previously undetected devices should now appear and be accessible. Decommission Devices In the AS-P, navigate to the Actions menu for each discovered device. Select Decommission to revoke the device’s address and stop communication. Reintegrate Devices After decommissioning, re-add the devices to the LonWorks network. They should now be discoverable by an AS-P configured with the standard EBO domain ID (1/254).

Issue Is it possible to view license information for all Automation Servers connected to an Enterprise Server (ES), including details such as the Entitlement ID, Product ID, and Fulfillment ID? Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server Premium(AS-P) Building Operation Automation Server Bundled(AS-B) Cause In certain scenarios, it may be necessary to verify the licenses activated on all Automation Servers connected to an Enterprise Server. This includes identifying the Entitlement ID, the specific Product ID, and the Fulfillment ID associated with each license. Resolution Yes, it is possible to retrieve license information for all connected Automation Servers via the Enterprise Server. Follow the steps below: Open the Enterprise Server (ES) in WorkStation. Perform a search for "Product 0" : Use the Search function in WorkStation. Ensure that the search is conducted across all folders and that subservers are included in the search scope. Review the search results: Add columns for: EntitlementID ProductID FulfillmentID This method provides a centralized way to audit and verify the licensing status of all connected Automation Servers from the Enterprise Server.  

Issue In EcoStruxure Building Operation (EBO) version 6 and later, users may encounter a persistent Modbus Network Offline alarm, even when all Modbus devices under the network are online. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server Premium(AS-P) Building Operation Automation Server Bundled (AS-B) Cause The Modbus communication architecture was restructured between EBO versions 5 and 6. In EBO version 5, the system could generate alarms for the Modbus network itself being offline. In EBO version 6 and later, network-level offline alarms are deprecated. Alarms are now only generated at the device level, not for the network. If a site is upgraded from version 5 to 6, any existing Modbus network offline alarms will persist, but EBO will no longer monitor or clear them, as it no longer tracks network-level status. Resolution  To remove the obsolete Modbus network offline alarm in EBO version 6, you have two options: Hide the Alarm Since the alarm is no longer relevant in version 6, you can simply suppress or hide it from the alarm list. Delete and Recreate the Modbus Network This method ensures complete removal of the alarm. Important: Ensure you have a verified backup before performing these steps: Export the Modbus network configuration. Delete the network using the “Keep Bindings” option. Re-import the network configuration.

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