Issue Instructions are required, on how to set up and troubleshoot a Contact ID Reporting Service. Product Line EcoStruxure Security Expert Environment Security Expert Client SP-C-WEB Contact Id Reporting Service Cause Basic information on configuring reporting services is documented in the Security Expert Operator Manual and SP-C-WEB Programming Reference but these do not contain practical steps on configuring this specifically for Contact ID reporting. Resolution The Contact ID Service is used to send alarms, tests, and events using Contact ID reporting to an 3rd Party monitoring station capable of receiving the Contact ID format.   The following steps can be used to configure a basic setup of Contact ID. Note that a modem will be required and that once the service has been configured it needs to be started before it will begin to work. The service's status can be viewed in the controllers' Health Status Window and modem events can be logged in the events window for troubleshooting.   Go to Programming | Phone Numbers. Add your phone numbers, usually primary and backup. Go to Programming | Services. Add a new service, set Service Type to ContactID. Set Service Mode to 1 - Start With controller OS. Configure the Client code, phone numbers. Select required report options. Note: Log Modem Events to Event Buffer option will log all events. Only use this for troubleshooting. Go to Areas and assign the Service to Areas requiring this. Add this to Area > Configuration tab, Reporting Services section. Go back to Services, right-click the service record, and select Start Service. Without doing this the service will not be running. It needs to be manually started the first time. Can also check the controller Health Status to see the status of your service if it is started or stopped. When done configuring your services, inputs, and Areas. Go to Reports > Central Station Report. Select the Reporting Service and the output directory to generate the file. Click Generate and a CSV and HTML file will be generated. This report can be provided to the central station for their database. The HTML version is the easiest to read.   Further details on the Contact ID reporting format and outlines of the reporting and mapping options can be found in the AN 316 Security Expert - Contact ID Reporting in Security Expert and SP-CWEB - Integration Guide application note.

Issue When configuring Basic Elevator Control there is no option in the Elevator car for the Credential Type for the Elevator car to use. Product Line EcoStruxure Security Expert Environment Security Expert SP-C, SP-RDM2, SP-I16, SP-O8, SP-IO84 Cause The AN 248 Security Expert - Configuring Basic Elevator Control - Integration Guide does not describe how to handle credential types as the Authentication mode when configuring Elevator cars. For card formats other than the default selection in the Door record, Credential Types are used with Door Types to define the credential to be used to authenticate at that door. When configuring Elevator control however, the Elevator car record does not have a Door Type field to set the relevant Credential Type to use. Resolution In the Elevator Car record set the Authentication mode field to "<not set>". This will process as normal if the user has a valid credential based on the Reader Expander Reader Port configuration. The Reader Expander Port is set to "Custom Credential" and "Elevator" for access. The Elevator car reader will go through the list of Credential Types programmed in the controller and match the Bit Stream of the card read to the first Credential Type that fits. If there were three Credential Types programmed as below; 32 Bit 37 Bit 26 Bit Badging a 26 bit card would use the first 26 bit format found in the list which would be Credential Type number three. Typically this would work fine in most cases however some additional allowances will need to be made if there are multiple credentials with the same number of bits. If there were  multiple 32 bit formats; ESMI 32 Bit Custom 32 Bit For Elevators The system will use the first matching format which would be the ESMI 32 bit, this would result in your elevator processing the wrong format and therefore potentially not granting access. To resolve this the Credential Types would need to be programmed so that the first credential is the one the elevator needs to use. Custom 32 Bit For Elevators ESMI 32 Bit

Issue There is no built-in Credential Type for the HID 37-Bit badge with no site code (H10302). Product Line Security Expert Environment Security Expert Server Access Card Format Cause Security Expert does not have the HID 37-Bit badge (H10302) with no site code as a built-in available Credential Type. Resolution 1) In the Security Expert Client, select Sites -> Credential Types 2) Create a new Credential Type with a name of your choosing. 3) Under Configuration, select the Format as Wiegand. 4) In the field labeled Wiegand or TLV Format, enter the following exactly as written:                                                        A,FACILITY,0,MSB,BIN__B,CARD,35,MSB,BIN__PBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBBP_EXXXXXXXXXXXXXXXXXX.................._..................XXXXXXXXXXXXXXXXXXO 5) Save   NOTE: This article assumes that the reader is familiar with creating and deploying Custom Credentials, If this is not the case, then please reference the Complex Transition Programming section of the Transitioning Continuum Sites to Security Expert - Transition Guide

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. Issue A large number of alarms have accumulated and need to be acknowledged at one time. Product Line EcoStruxure Security Expert Environment Security Expert Client Cause A large number of unacknowledged alarms have been allowed to build up until the number is too large to acknowledge them manually one at a time. Resolution To acknowledge the alarms all at once, please raise a Support Case with your local Customer Care Centre and Product Support can assist with a ' one time'   SQL Query direct to the Security Expert Database. See Browsing slow in Security Expert Client for some methods to minimize unacknowledged alarms accumulating so rapidly in the database.

Issue Browsing between different records in the Security Expert Client is slow. It takes a longer than normal amount of time to see records update. Product Line EcoStruxure Security Expert Environment Security Expert Client Cause There are a large number of unacknowledged alarms being stored in the SecurityExpertEvents database. When the Security Expert Client starts up it will process all of these unacknowledged alarms which can impact browsing the database. Resolution To resolve the immediate problem: 1. Reduce the size of the SecurityExpertEvents database by reducing the overall number of events that will be stored. Setting up automatic event purging and backup helps keep this in check. Under Global | Global Settings | General change the Purge Events older than from the default setting of "Never" to another value from the drop down menu. To backup these events before being purged, ensure the Generate Differential Events Backup option is checked. This is the default setting. 2. If there are more alarms to be acknowledged than can be done manually then contact Product Support mentioning this Knowledge Base Article. Remote access to the site and SQL Server will be required.   To minimize this from happening again: 1. Reduce the amount of events that are setup as alarms. Remove any alarms that are setup for All Events and review any configured alarms to ensure those events are required to be generating alarms. Double check all Inputs and Trouble Inputs to see if they have the Log to Event Buffer option enabled. Not all inputs will require this for normal operation and in some cases having this enabled can result in a large number of unwanted events being logged. This, in addition to an alarm setup to monitor the All Events event filter, is a recipe for disaster resulting in a large number of alarms being generated in a short amount of time. 2. Ensure that a large number of unacknowledged alarms are not allowed to build up over time. Alarms are not able to automatically acknowledged and will stay in the active alarms list until an operator acknowledges them. Operators need to acknowledge alarms on a regular basis. Note that it is possible to batch acknowledge blocks of alarms at one time in the Security Expert Client by doing a multiple selection then right-click acknowledge alarm. Note: If your system has already built up a large number of unacknowledged alarms and you want to quickly acknowledge them all at once to get back to a manageable starting point, then please raise a Support Case with your local Customer Care Centre and Product Support can assist in doing this with a 'one time' SQL Query direct to the Security Expert Database.

  Issue After transitioning TAC INET Access to Security Expert, SP-C health status shows the message "Ring-loop failure at reader expander".   Product Line EcoStruxure Security Expert, TAC INET Environment  Security Expert SP-C   TAC INET Access Control Cause This message indicates that the ring-loop connection is not made.  For the ring-loop connection, the opposite end of the INET subLAN must be connected to Reader 2 on the SP-C. Resolution If an INET subLAN loop is not used, then  this message can be ignored. If an INET subLAN loop is used then this message indicates a break in the ring-loop.    1. Reference Guide I/NET Access Control Transition to EcoStruxure™ Security Expert (Hardware            Guidelines for Transitioning from I/NET Page 23)

Issue How to use the Telnet command to troubleshoot network connectivity and check for blocked network ports. Product Line TAC INET, TAC Vista, Andover Continuum, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, Field Devices, EcoStruxure Building Operation, Other, Pelco, EcoStruxure Building Expert, Access Expert, Security Expert Environment TCP/IP Communication Command Prompt Telnet Command Cause Suspect certain network ports are blocked and need to verify Resolution Note:- Telnet operates using the TCP protocol. UDP connectivity cannot be tested using Telnet.  

Issue Require details on where to find the Pelco VideoXpert integration package and which versions are supported with Security Expert as the information cannot be found on the Scheider Electric EcoXpert Extranet. Product Line EcoStruxure Security Expert Environment Security Expert Pelco VideoXpert Cause Pelco now supports the VideoXpert integration with Security Expert directly. Resolution All information can be found on Pelco's  partners website, this includes: Security Expert VideoXpert Integration User Guide Security Expert VideoXpert Integration Download Installer Access Control OpsCenter Plugin Information on required licenses A contact form for further support

Issue How can I streamline badge creation in Security Expert? Product Line EcoExpert Security Expert Environment Security Expert Server Security Expert Client   Cause There is no "Import/Export badge" feature available in Security Expert (unlike in Episuite/Continuum) Resolution This video demonstrates how to streamline badge creation in Security Expert.     Badge templates are normally provided by the customer.  They should be provided in bitmap (.bmp) or portable graphics format (.png) format. JPEG image format does not work well for resizing.     A new template can also be drawn though this is time-consuming.      Blank template from client 1. In Security Expert Client menu, go to Users--> Card Template Editor   Add and name new template, 2. Add blank template as image, go to right side Properties-->Images   Add blank template Adjust image to fit blue outline   3. Add dynamic user fields, go to right side Properties-->User Fields   Add and name fields ONE AT A TIME by dragging out items on to plan (drag one at a time to avoid confusion)     4. Name and place dynamic user fields over-top of blank template layout (Photo, Name, Dept, etc.)   Stretch, Align and Center Fields for uniform finish         5. Save template   6. Preview badge In Security Expert, go to Users--> Users-->Photo tab   Select a user:   Photo ID: Card template(drop-down menu)--> Choose your newly created template Hit the preview button Note: Do not choose Print & Read if no USB card reader is attached; this will cause an error and shut down Security Expert   Print Preview:

Issue How can the reports list sort order be changed and saved so that reports are always displayed in a specific order.  Product Line EcoStruxure Security Expert Environment Security Expert Server Cause Reports are printed in order of Database ID by default. There is a need to have this changed to a custom sorting order.  Resolution This video demonstrates how to create, configure and save report layouts in Security Expert.         1. Create your report      In Security Expert Client  menu , go to Reports --> Setup--> User Add and name the new report Choose a Report Type and give your Report a Title (this will appear at the header of your report) Skip sorting properties Save your report 2. Add Columns to your report With your new report highlighted, go to the "Columns" tab Click Add to add desired columns for your report Save your report 3. Configure your report: Return to the "General" tab and click "Edit in report view" as seen below   Filtering: right-click the column you want to filter and select filter editor  Add your desired filters   Apply to view changes and OK to close the editor Sorting: right-click the column(s) you want to sort Click Save Report Filter to save your changes   Note: 1. You can clear custom sorting of the report table by:: Right-click tab and hit clear sorting Click Save Report Filter 2. You can also filter multiple columns: Right-click the columns Sort primary column (Dept, Access Level, Region) Sort secondary columns Click Save Report Filter

Issue What are the recommendations/limitations around using RDM2 and mRDM2 Reader Expander Modules on SP-ACX and SP-AC1 controllers? Product Line Security Expert Environment SP-ACX SP-AC1 RDM Expander Modules Cause The number of RDM2 and mRDM2 modules which can/should be used on an SP-C/SP-C-Web is well documented, but it is not so clear what limitations exist when using these modules on other SP Controllers. Resolution While SP-ACXs and SP-AC1s have not historically supported SP_RDM2 modules in the past,  it is now supported  going forward, as detailed in Architectural Guide Lines Security Expert - 4.3.322 available on The Exchange.    This will also receive an official 'new feature' announcement for Security Expert 2023 when it is released later this year.  (Assume controller firmware of  2.08.1320 minimum)   Legacy Continuum AC1 Modules and Security Expert RDM modules have to be used on separate ports and care must be taken when adding new RDM modules as this runs the risk of overtasking the controller, especially when approaching maximum door limits.  SP-ACXs and SP-AC1s are primarily designed as transitional controllers to allow Continuum ACXs and Continuum NetControllers to be transitioned smoothly into a new Security Expert system.   

Issue The initial release (now fixed) of the Security Expert Operator Reference Guide and AN 332 Security Expert - Setting up Event Notifications - Integration Guide referenced a new Custom Alarm Sound feature. Product Line EcoStruxure Security Expert Environment Security Expert Cause The mention of this in the documentation was premature. The feature is not available in the current build of Security Expert. Resolution  This feature is part of a new release coming in Q2 2023.

Issue Are there any redundancy options for Security Expert? Product Line EcoStruxure Security Expert Environment Security Expert Stratus everRun Cause Need to provide redundancy for the Security Expert Server. Resolution There are a couple of options for providing server redundancy that can be used with Security Expert. The first option would be to use a downtime prevention product such as Stratus everRun as a hot standby solution. The second option is having a secondary Security Expert server as a cold standby server, if the primary server fails/needs to be taken offline the Security Expert services on the cold standby server can be started to take over. This option is largely manual, there is no automatic switching between two servers with this configuration. There are also a number of considerations to take into account with this option: In this scenario the controllers would be programmed with 2 x event server IP addresses for the primary and cold standby server as a result only 1 server/set of Security Expert services must be running at a time, having both running and therefore the controller having 2 x valid paths back to 2 x different servers concurrently will cause issues with the upload of events, online status and downloads A suitable system/process would need to be put in place to ensure the databases are restored from the primary to the cold standby server There will be 2 different Security Expert servers running which will require 2 separate Security Expert Server license with the same feature set enabled on both Considerations will need to be made with regards to the name of the machine to ensure the Download and Event servers can run, either the machines must have the same name or the name of the server needs to be renamed when required to the name of the cold stand by server An operator would need to verify the state of programmable functions and services. If the primary server failed during the middle of the download when the cold standby server is up and completes a full download some functions/services may require manual starting.

Issue One or more inputs on the SP-ACX will randomly report as open for a brief moment (a second or less), This can result in unauthorized door access if for example the input is associated with a door Exit Request. Product Line EcoStruxure Security Expert Environment SP-ACX Cause Electrical noise in wiring Resolution Increase the Alarm input speed, issue has been seen with Alarm input speed set to 0, increasing the input speed to 1 second typically resolves the problem.

Issue When configuring the in-built Visitor Management System (VMS) there is no report mechanism under the Visitor tab to show visitor access. Product Line EcoStruxure Security Expert Environment Security Expert Client Visitor Management System Cause Reports for visitors are part of the list of the Report types under the more general User reports Resolution Visitor reports for visitors using the in-built VMS can be generated with a User Report by selecting one of the following Report Type options: All current visitors All overdue visitors All visitors by date Visitor user report setup This can then be further configured to your requirements by editing the report filter. Launch the event report view in a new window by pressing the Edit in report view button. The report can be run and filters can then be configured as required and saved as the default report filter.

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. Issue What is the best order to update software and firmware from very outdated sites? Should we update the controller's firmware or Security Expert client/Server software first? Product Line EcoStruxure Security Expert Environment Security Expert Controller Cause Controller, firmware, Client, Server, Software Resolution Update the controller's OS to 2.0.27 Then update the controller's firmware to the "interim-build" v2.08.1287 Then update to release build 2.08.1295. Firmware is located on the EcoExpert Extranet  There is no importance of installation order between controller firmware and Client/Server software

Issue There are some differences between Bypassing/Clearing the Bypasses of Inputs and Trouble Inputs when Arming Security Expert Areas Product Line EcoStruxure Security Expert Environment Security Expert Controller Security Expert Keypad Arming Areas Cause Both Inputs and Trouble Inputs can be easily Bypassed when attempting to Arm an Area in Security Expert.  However, while Input Bypasses can also be cleared from the Keypad, Bypasses of Trouble Inputs cannot. Resolution The Bypassing and Clearing of Bypasses on Inputs can be carried out from the keypad.  However, whilst a Trouble Input can be Bypassed from the keypad the Bypass can only be cleared by restarting the controller from the web interface.   The following video will illustrate how to: Bypass and Clear the Bypass on an Input via the keypad Bypass a Trouble Input via the keypad Clear the Trouble Input Bypass via the Web Interface  

Issue Is there a way to bring an unresponsive/offline Security Expert module back online after a Firmware Upgrade has failed? Product Line EcoStruxure Security Expert Environment Security Expert Controller Security Expert Module Cause If there is an interruption/issue when upgrading firmware on a Security Expert module, the module itself can go offline and become unresponsive. Resolution There is a 'hidden menu' in the Security Expert controller's web interface on the Application Software tab that can be used to 'Force Upgrade' an unresponsive module to 'try' and bring it back online.   The following video will illustrate how to: Attempt to bring a Security Expert module back online after a failed firmware upgrade

Issue What is Life Reporting? Product Line EcoStruxure Security Expert Environment Security Expert Schindler Elevator HLI Integration Cause What function does the Life Reporting feature in a Schindler Elevator HLI Integration perform Resolution Life Reporting is a feature in the Security Expert Schindler Elevator HLI Integration. The life reporting interface is how Access Events from the Schindler system are reported back to Security Expert via TCP port. When enabled, you can receive "floor unlocked" events. Multiple loggers can be configured for the life reporting interface using the same IP address. Up to 32 loggers can be configured for the life reporting interface. You can also use Schneider Electric card readers for elevator access control alongside the Schindler system. For more details including prerequisites and configuration, please read AN - 196 - Security Expert Schindler HLI Integration    NOTE: Security Expert Software v 4.1.180 or higher is required. SX Controller Firmware v 2.08.919 or higher is required. One Security Expert Schindler Elevator High Level Interface License (SX-ELV-HLI-SC) per controller is required.

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. Issue Note: To enable Windows Authentication login in Security Expert, the following are required:   SX-AD-USR: Active Directory User Integration License. During Security Expert installation, "Enable Windows Authentication on Data Service / Client Communications" must be enabled. In Security Expert Client: enable "Use Windows Authentication" Found in Global | Operators| Configuration section. A site has the domain abc.xyz.com (Where ABC is the domain and XYZ is the sub-domain) When Windows Authentication is enabled, users on the sub-domain (i.e: XYZ\username) are not visible in AD Search (found in  Security ExpertX Client: Global | Operators| Username field| ellipsis [...]). Because of this, It is not possible to directly connect operators with AD sub-domain users. Product Line EcoStruxure Security Expert Environment Security Expert Server Cause This is an Active Directory design. The Search feature for Active Directory users will have the same visibility as the machine it's installed on. (In this case, the machine was joined to the ABC domain and this is the domain Security Expert is able to pull information from). XYZ Sub-domain users might have permission to access the ABC domain but they are not on the domain. Therefore, Security Expert can't search for them. Resolution Security Expert, the machines and the users must be on the same domain: Solution 1: Manually adjust the domain on the login page ex: "XYZ\username" The XYZ sub-domain users must have ABC privileges.   Solution 2: C reate duplicate users on the ABC domain This is a temporary solution because you will be left with duplicate users   Solution 3:  Change the domain structure in Active Directory to match the users, workstations and Security Expert client/server on the same domain