Building Automation Knowledge Base

Issue Requirement for a number of users to be able to access Security Expert using Web Client at the same time. Product Line EcoStruxure Security Expert Environment Security Expert Web Client Cause Unsure how many Web Client users are licensed with the standard license or how to add additional user licenses. Resolution Included with the base SX-SRVR license is an allowance for having three (3) concurrent Web Client operators.  Additional operator licenses (SX-WEB-OPR) must be purchased to allow Web Client logins beyond the licensed amount of three, purchase as many of these as is required.

Issue With Microsoft's new licensing model there is uncertainty around which parts of a Security Expert system need to allow for addition device CAL's for SQL Server. Product Line EcoStruxure Security Expert Environment Security Expert Microsoft SQL Server Cause Unclear documentation. Resolution Security Expert Controllers do not talk to the SQL Server, are not a client on SQL and do not require a CAL. The Controllers talk to the Security Expert Software, not SQL or the Operating System. A card holding user who is NOT a Security Expert Operator will not require a CAL. The Controller and any attached equipment are NOT a user in SQL, they do not inject or operate queries against it, so a CAL is not required. A CAL would be required for a Windows user to log into their Windows user account, and the Security Expert client would connect to the Server using the CAL associated with the Windows user account.

Issue There is no indication that a card has been read when being presented at a Security Expert Smart Card Reader. Product Line EcoStruxure Security Expert Environment Security Expert Security Expert Smart Card Reader (SX-DRD-??, SX-DRK-??, SX-RD-??, SX-RK-??) Cause Reader is configured but there is no LED activity or beep when a card is presented at the reader. Resolution If the Security Expert Smart Card Reader does not blink or beep, then the reader cannot read the card for one of the following reasons. Wrong technology, e.g. trying to read a 125khz card on a 13.56mhz reader will not work and vice versa The card is encoded with a proprietary format/encryption The card is encrypted and the encryption keys are not programmed into the reader (note that this is different from the above case; there are many scenarios where cards are encrypted but not proprietary and therefore if the encryption keys are programmed into the reader it can be read) If you get a single beep/short flash of the reader ports reader LED but no event/data in Security Expert it means that the reader can read the card but the format at the reader port is not able to correctly interpret the data which is why no events are being logged. Another format should be selected from the Reader Format list to suit the card type, if no suitable format exists in the list a custom format must be created.

Issue Security Expert Evaluation License is no longer working. New Evaluation License is not working. Product Line EcoStruxure Security Expert Environment Security Expert Licensing Cause The policy for Security Expert Evaluation Licenses has changed since July 2020. Now, only one Evaluation License can be tied to a specific email address. If there were multiple Evaluation Licenses assigned to an email address, all but one of those licenses have been deleted and are no longer usable. Resolution Contact your local support channel with your known Evaluation License SSN's and email address to have the valid license identified. If the license period needs to be extended or transferred to a new machine this can also be accomplished, see Transferring Security Expert licenses from one PC to another Please note: Support cannot alter the registered email address.  A new Evaluation License Request will have to be made for each required license.   

Issue Valid cards occasionally fail to read when being badged at Card Readers enabled for both 125KHz and 13.56MHz technology. Product Line EcoStruxure Security Expert Environment Security Expert Multi-Technology Card Readers (SX-DRD-SB, SX-DRK-SB, SX-DRK-SB-BT, SX-DRK-SW-BT, SX-DRD-XB, SX-DRK-XB, SX-DRK-XB-BT, SX-DRK-XW-BT ) Cause This issue arises when Dual Technology readers and Dual Technology cards are used together on the same site. When any card is presented to the reader, it activates both the 125KHz and 13.56MHz card technologies. While this is usually fine for single-technology cards, Dual Technology cards can result in missed reads at the controller as both technologies may respond simultaneously. Resolution Dual Technology readers are ideal for sites with both older 125KHz cards and newer 13.56MHz cards. Dual Technology cards are ideal for sites with both older 125KHz readers and newer 13.56MHz readers. To prevent issues, avoid using Dual Technology cards on Dual Technology readers. Disable one technology on the readers or revert to single-technology cards.

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. Issue Making up battery cables and need to know the part number of the 2-pin battery connector. 2-pin battery connector Product Line EcoStruxure Security Expert Environment Security Expert SP-PSU-4A SP-PSU-8A Cause Parts not listed in documentation. Resolution The part number for the 2 pin connector is: 2114H-02 The part numbers that make up each of the battery cable types are: CABLE-BATT-SINGLE 2114H-02 x 1 2114T x 2 D70400BS-2 x 2 CABLE-BATT-DUAL (This is an extender for the single cable) D70400BS-2 x 2 A27740CT-ND x 2

Issue How do Automation and Scripts work in Security Expert? Product Line EcoStruxure Security Expert Environment EcoStruxure Security Expert Cause Lack of understanding regarding the usage of Automation and Scripts features in Security Expert. Resolution 1. Automation Automation is used for C-Bus interface programming in Security Expert. It allows Security Expert to send signals to the C-Bus Network or change the state of Security Expert outputs based on control signals from C-Bus. Note: This integration is not currently validated or supported. 2. Programmable functions: Programmable functions in Security Expert enable you to directly monitor and display analogue values, such as those from HVAC systems, using Data values and Variables. These values can then be used to trigger functions within Security Expert. You can set up programmable functions to control logic within Security Expert, Doors, Areas, Elevators, and more. For further information, please consult the help file. 3. Scripts: Currently, Scripts are not available in Security Expert. The "Run Script" option under Events > Actions > Configuration > Type does not have any functionality.

Issue How to control an output with one or more inputs. Product Line EcoStruxure Security Expert Environment Security Expert Cause Unsure how to program one or more inputs to directly control an output. Input Control Output Resolution The below guide details how to use an Input to activate an Output on Security Expert and SP-C-WEB systems. An output can be assigned to the Input Type and to the Input allowing many to one and one to many configurations.   In order for an Input to activate an Output it needs two things: To be inside an always armed area - This can be an Automation/Dummy area with its only purpose being to activate the output. To have an Input Type that tells it to activate an Output   Single/Multiple Input Activating the same Output If one or more inputs are required to activate the same output, this output can be defined by the input type. The below is a simple scenario where when the Input turns ON the Control Output turns ON, when the Input turns OFF the Control Output turns OFF. Other types of output activations can be configured if required. Creating the Area Navigate to Programming > Areas Add a new area and name it Automation Area, set the Entry and Exit Delay Times to 0. All other settings can be left default. Creating the Input Type Navigate to Programming > Input Types. Create a new Input Type Set the Control Output to the required output Under Options 2 enable the required control options for your scenario e.g. to have the output follow the input exactly enable Activate Control Output on Alarm and Deactivate Control Output on Restore. To have the output activate for a time simply enable Activate Control Output on Alarm and set the Activation Time under the General tab of the Input Type Menu (Control Output Time) For more details on the option see The difference between using "Control Output" and "Input Control Output" Set any other options that may be required Configuring the Input Navigate to Programming > Inputs select the Input and set the following: Set the Area to the Automation Area created in Step 1 Set the Input Type to the Input Type created in Step 2 Testing Check for any related health status messages that need to be resolved Arm both portions of the Area Activate the Input to confirm Output Activates   Multiple Inputs Activating Different Outputs When multiple inputs are required to activate different outputs, one input type can be used and the outputs can be defined at each input. The below is a simple scenario where when the Input turns ON the Control Output turns ON, when the Input turns OFF the Control Output turns OFF. Other types of output activations can be configured if required. Creating the Area Navigate to Programming > Areas Add a new area and name it Automation Area, set the Entry and Exit Delay Times to 0. All other settings can be left default. Creating the Input Type Navigate to Programming > Input Types. Create a new Input Type Under 'Options 3' enable the required control options for your scenario. e.g. to have the output follow the input exactly enable Activate Input Control Output on Alarm and Deactivate Input Control Output on Restore. To have the output activate for a time simply enable Activate Input Control Output on Alarm and set the Activation Time at the Output itself For more details on the option see The difference between using "Control Output" and "Input Control Output" Set any other options that may be required Configuring the Input Navigate to Programming > Inputs select the Input and set the following Set the Control Output to the appropriate Output Set the Area to the Automation Area created in Step 1 Set the Input Type to the Input Type created in Step 2 Testing Arm both portions of the Area Activate the Input to confirm Output Activates

Issue When trying to connect to a Controller via FTP or Telnet the connection is failing even with known working usernames and passwords. Cannot ping controller after upgrade to 4.3.x Product Line EcoStruxure Security Expert Environment SP-C-Web SP-C SP-ACX SP-AC1 Cause When connecting with FTP via an application such as Filezilla the error 'Bad username/password' is returned. Via Telnet the error is simply 'Logon Incorrect' and the connection once again fails to complete    Resolution FTP and Telnet have been intentionally disabled on the Controllers for Cyber Security purposes and will not be possible to use from firmware version 2.08.1234.  Please see firmware release notes version 2.08.1234. As mentioned in the Controller firmware release notes version 2.08.1018, Ping is disabled by default and can be re-enabled via Controller Commands: EnablePing = true

Issue Mobile or Cellular companies may require the modem's IMEI number to issue a SIM card for the device. Product Line EcoStruxure Security Expert Environment Security Expert SP-4G-USB Cellular Modem Cause The IMEI number is not displayed on the device labelling. Resolution The IMEI number is printed on the label on a chip inside the SP-4G-USB module. IMEI number This can be seen when looking up close through the slots in the module case and looking down through the top of the module. IMEI through bottom vent Use a phone camera to take a photo of this label so the number can be properly identified. IMEI through bottom vent

Issue Downloading a license update, such as after adding features to a site license or extending the evaluation period on an evaluation license, and this fails with the below error being shown. The SSN is invalid for this installation. Product Line EcoStruxure Security Expert Environment Security Expert Cause Wrong SSN being used. The SSN being used is different to what was used when Security Expert was initially installed. Resolution Uninstall Security Expert and re-install using the correct SSN. Backup the SecurityExpert and SecurityExpertEvents databases and copy the resulting backup files somewhere safe. Manual backups can be initiated from the Global > Global Settings menu. Select the directory location and press backup now. Uninstall Security Expert from Windows Add or Remove Programs. Search for "Security Expert" to filter the results. Install Security Expert from available installation files. When asked for the license make sure to use the correct SSN.

Issue Unable to find details on all commands that have been added to Security Expert objects to implement new functionality. Having this information available would help determine feature set possibilities. Product Line Security Expert Environment Security Expert Client, SP-C Cause Commands used in objects such as Controllers, Doors, and Access Levels may not be documented in the online help, installation, or operation manuals as they are being used to implement new functionality that has not been added to the Security Expert yet. There is no stand-alone list of all available Commands. Resolution Commands are listed in the firmware Release Notes and defined further in Application Notes.

Issue Security Expert is denying user entry to a door and generating an event message stating waiting for Bio Mode Card Input Credentials.  Biometric credentials are not being used for the door. Product Line EcoStruxure Security Expert Environment Security Expert Client Cause Custom credential settings are not correctly configured for the door and reader.  The door is set to use a Door Type expecting a Custom Credential but the Reader is configured to use a standard card format.   Resolution To fix the issue the Reader must also be configured to use a Custom Credential.  Navigate to Reader Expanders and select the associated Reader Expander. For the Reader set the Reader(x) Format to Custom Credential as expected in the Door Type Right click the Reader Expander, select Update Module, and after a successful update test the operation.

Issue Unable to send emails using Google's SMTP Server Product Line EcoStruxure Security Expert Environment Security Expert Server Security Expert Controllers (SP-C-WEB, SP-C) Google SMTP Server Cause SMTP server settings in Controller and/or Google account settings are incorrect. Resolution When configuring the Email SMTP settings under Global | Global settings confirm that the correct SMTP server address and settings are used: SMTP Mail Server: smtp.googlemail.com SMTP Port: 25 Use SSL: Enabled SMTP login: <your Google account> SMTP password: <the app password created in section below> Email SMTP settings Google has removed the "less secure app access" ability and replaced it with "app passwords" where you create a unique 16-digit passcode for each individual app requiring access. See details on how to Sign in with app passwords. To use app passwords Google requires the account to be setup for 2-Step Verification. If you do not see the App passwords item under your Google accounts Security section you can also find this by typing "app passwords" in the "Search Google Account" search bar at the top of the window, select the first item "App passwords". App passwords In App passwords press Select app and choose Other (Custom name). Add a descriptive name for the app and click GENERATE. Copy the resulting 16-digit passcode as this will be the passcode used for the SMTP server credentials. Add App password Ensure Firewall settings are not blocking access to the mail server, especially if the McAfee firewall is being used. If there is a Firewall try temporarily disabling this to test.

Issue What new features are planned for inclusion in future product releases? Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista, EcoStruxure Access Expert, EcoStruxure Security Expert Environment All product ranges Cause Information required on future Product Marketing plans. Resolution This document is no longer published on the Download Center by Product Management. For further information on the future product planning please contact the Product Manager for the specific product in your region. Americas: Americas.EcoStruxureBuilding@schneider-electric.com EMEA: EMEA.EcoStruxureBuilding@schneider-electric.com Asia Pacific & India: AsiaPac.EcoStruxureBuilding@schneider-electric.com

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.     Open Windows Command Prompt Enter :telnet <address_of_remote_server> <port_number>" - telnet 192.168.1.2 443 Result if Port open: blank window with blinking cursor Result if Port closed: error message displayed similar to "Connecting To 192.168.1.2…Could not open connection to the host, on port xx: Connect failed" The example above test for connectivity against the remote server that has the IP address of 192.168.1.2 over port 443

Issue How to setup a Pelco DVR in Security Expert. Product Line Pelco, EcoStruxure Security Expert Environment Security Expert Pelco DVR Endura DVR Cause Unsure what the Service Port and DVR port settings are and how to configure the rest of the settings for a DVR object in Security Expert. Resolution When configuring your DVR in Security Expert you use the Custom DVR Type, all the preset DVR types are for legacy systems. In earlier builds of the software Video Services were integrated directly, these are now being run as separate services. When you install the Video Service you specify a Service Port – it can be any unused port whatsoever, the default is usually fine – take note of this port number. Once installed you need to manually start the service. In Security Expert you set the DVR Type to "Custom", set the IP Address, and then the Service Port same as above – the DVR Port is configured from the DVR software/Web interface, usually their documentation will cover this. Then just add the Username and Password used to login to the DVR. (See image below which shows the relevant settings highlighted in red.) If you make any changes to the DVR settings you will need to restart the Video Service and the Security Expert DVR B service for them to take effect. In Security Expert, add DVR objects by going to Monitoring > Setup > DVRS IP Address: IP of the DVR. DVR Port: Defined in the DVR software/Web interface. The default for the more recent Pelco DVRs is 60001, and the older models is 18772 (consult your specific DVR documentation for details). Service Port: Port configured during installation of Pelco Video Service. (This field appears when DVR Type is changed to Custom) DVR Type: Select Custom. Username / Password: Credentials for the DVR.   Also refer to Support for Pelco VideoXpert Integration and Pelco's partners website for up to date information on Pelco integrations with Security Expert.

Issue Downloads to some, or all, controllers are not working. Controllers are online to Security Expert but do not receive updates to Users or other changes and forcing a download does not work. Product Line EcoStruxure Security Expert Environment Security Expert Cause One of the Controllers download files has become corrupt. Resolution On the Security Expert Server browse to ..\ProgramData\Schneider Electric\SecurityExpert\Download. Review the Controller .dat files, there is one file for each Controller Id in the Database. Check if any of these files have a 0 bytes file size. Shut down Security Expert. Shut down the Security Expert Download Service. Delete each of the .dat files that does have a 0 bytes file size. These will be automatically recreated from the data in the Database. Start the Security Expert Download Service. Start up and login to Security Expert. Attempt to perform a forced download to the controllers and review the Download Server Diagnostics Window to confirm the controller has been downloaded and .dat file created.

Issue Require method on how to latch unlock a Door by Triple Badging. Product Line EcoStruxure Security Expert Environment Security Expert Cause Require Door to be controlled normally with card access but also to allow a valid User to latch unlock the Door with three consecutive valid badges. Resolution Required Objects virtual Output - Flag to trigger latching (v_TripleBadgeLock) Programmable Function - Latches Door when virtual output ON (Door_UnlockLatch) Programmable Function - Unlatches when virtual output OFF (Door_UnlockLatch_Restore) Door - Door to control (MainEntrance) Configuration Create virtual Output v_TripleBadgeLock. Set Module Type to Output (PX) and Module Address and Module Output channel to ones that do not exist. Virtual Output On the Reader Expander > Reader 1 tab - Set Reader 1 Arming Mode to Toggle Function Output on 3 Reads Set Reader 1 Function Output to v_TripleBadgeLock Reader Expander - Configuration Go to Automation > Programmable Functions and create Door_UnlockLatch  - Set Type to Door Control - Set Mode to Normal Programmable Function - General Under Door Control tab - Set Door Function Mode to 2 - Follow Pulse On Output - Set Door Control Mode to 1 - Latch Door Unlock - Set Output To Check to v_TripleBadgeLock - Set Door To Control to MainEntrance - Save changes - Right-click Door_UnlockLatch function and select Start Programmable Function - UnlockLatch - Door Control Go to Automation > Programmable Functions and create Door_UnlockLatch_Restore - Set Type to Door Control - Set Mode to Normal Under Door Control tab - Set Door Function Mode to 5 - Inverted Follow Pulse Off Output - Set Door Control Mode to 0 - Emulate Unlock Menu - Set Output To Check to v_TripleBadgeLock - Set Door To Control to MainEntrance - Save changes Right-click Door_UnlockLatch_Restore function and select Start Programmable Function - Unlatch - Door Control

Issue Third party system can handle up to 14 user credentials. Is there a limit to the number of Credential Types that can be created, and used, in Security Expert? Product Line EcoStruxure Security Expert Environment Security Expert Custom Card Formats Cause There are no noted limits in current documentation on how many Credential Types can be used. Resolution There is no known maximum to the number of Credential Types that can be created in Security Expert and applied to a User object, however; Limited testing has confirmed that two hundred (200) Credential Types were able to be created, added to a User, and then successfully downloaded to the Controller. This is a rough guide only. Results will vary depending on how many Users are being downloaded to each Controller and the number of Credentials each of those Users has applied.