Building Automation Knowledge Base

Issue All Controllers appear offline with any associated I/O showing a status of “Unknown”. The Security Expert Event Service's memory usage builds up until it gets close to 2GB when the controllers go offline.  Restarting the Security Expert Event Service brings the controllers back online. After a period of time the issue re-occurs and controllers again appear offline. Product Line EcoStruxure Security Expert Environment Security Expert Cause A potential memory leak in the Event Service would cause the service to stop working resulting in controllers appearing offline. Resolution 1. Upgrade to Security Expert version 4.3.370.1 or greater as discussed in known issue. 2. A potential workaround to mitigate the frequency of the problem is to disable the Event service from using MSMQ. As long as there are no site integrations using MSMQ then this option can be disabled in the Event Service Config file. Go to ..\Program Files (x86)\Schneider Electric\Security Expert and edit the SecurityExpertEvtSvr.exe.config file. Search for the MSMQ key <add key="MSMQ" value="1" /> and replace it with the following. <add key="MSMQ" value="0" />

Issue Esmi Transition tool stopped working after upgrading to SX-SOAP version 1.7.0.0 or higher Product Line EcoStruxure Security Expert Environment EcoStruxure Security Expert Esmi Transition Tool SX-SOAP Cause The SOAP service no longer allows unencrypted communications over HTTP (port 8030) Instead use HTTPS over port 8040. Resolution 1. Open Esmikko Database transition tool 2. Go to the tab "Data Sync Service" the change the SOAP Server Address from http://localhost:8030/SecurityExpertSOAPService/service.svc to https://localhost:8040/SecurityExpertSOAPService/service.svc or https://SERVER_HOSTNAME:8040/SecurityExpertSOAPService/service.svc Note: bolded characters in the second line     3. Click on the button Create Data Sync Service Settings File The tool will stat working.

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. Issue For hardware failure or persistent issues, it is necessary to replace Security Expert hardware components Product Line EcoStruxure Security Expert Environment Security Expert SP-C or SP-C-Web controller Expanders (i.e. RDM2 or SP08) Card Readers Cause A hardware failure occurs or a persistent issue happens that requires steps to replace Security Expert hardware Resolution At times it's necessary to replace Security Expert hardware   Steps to replace Security Expert SP-C Controllers: 1. Determine if the original controller has encryption turned on If the failed controller was setup for encrypted communications with the Security Expert server, the newly installed replacement controller will not have the encryption keys to be able to decode the packets from the server. Attempting to bring it online will be unsuccessful. On the controller's Configuration tab press the Disable controller encryption, then Yes to confirm. A replacement controller will typically be unencrypted. As soon as it shows online you can decide if you want to encrypt it. If it was already encrypted in Security Expert before replacing it, you might need to hit the encryption button again to get it in sync. Note: It can be helpful to use the event server diagnostic. If you see messages including “unencrypted” set encryption on the controller and see if it comes online. 2. Disconnect the old controller from its networks unplug ethernet and RS-485 module network and other hardware 3. Replace the Serial Number in Security Expert In Security Expert, navigate to Sites | Controllers. Replace the Serial number of the old controller with that of the new one. 4. Disable encryption In the Configuration tab, click Disable controller encryption. 5. Default the Controller If the controller has been used on a different server, default the new controller. See the SP-C Installation manual for detailed steps on performing a controller default https://ecoxpert.se.com/search?documentUUID=b4fb1237-fd07-2ee5-d9ad-4324178c364c&title=SP-C%20Security%20Expert%20-%20Security%20Purpose%20Controller%20-%20Configuration%20Guide  6. Enter the event server settings on the controller Log in to the new controller's web interface. In Settings, enter the same IP settings, event server and ports as those of the old controller, then restart the controller. Note: Remember to remove the jumper used to default the controller 7. Connect the new controller to the networks and hardware The controller should come online in Security Expert if all the network settings, serial number and encryption settings are in sync. 8. Download the controller In Security Expert, right click on the controller record and select Force download. The controller should receive the download. 9. Enable encryption Once the controller is online, in the Configuration tab click Enable controller encryption in Security Expert if desired. Steps to replace Security Expert SP-C-Web Controllers: 1. Take a backup of the old SP-C Web controller Login to SP-C Web, In System | Backup controller This creates a .bak file prompting to save in a folder or in the downloads folder 2. Disconnect the old controller Unplug the controller from the ethernet network, the RS-485 module network and other hardware. 3. Register the new controller Log in to the new controller and register it in System | Licensing 4. Restore the previous backup taken Navigate to System | Backup and Choose File and browse to the previously created .bak file 5. Configure the IP settings In System | Settings, enter the same IP settings as those of the old controller, then restart the controller 6. Connect the new controller to the networks and hardware and Test Steps to replace Security Expert Expanders: 1. Disconnect the old expander from the RS-485 module network and any inputs, outputs or card readers. 2. Connect the new expander to the module network and hardware. 3. Set the new expander's address to the same as that of the old expander.  In Security Expert, navigate to Sites | Controllers, right-click the controller and select Module addressing.  In SP-C-WEB, use the Expanders Wizard. To address a keypad, power cycle it and then press [X], [Enter]. Enter the new address and press [Enter] to save. Note: Sometimes the old expander can remain in the module addressing window even after being physically disconnected. To free up the address, module update the expander record. This will fail, but the address should become available. 4. Module update the new expander. The expander should start operating normally using the programming from the original expander. Steps to replace Security Expert Card Readers: 1. Disconnect the old card reader from the reader port. 2. Connect the new card reader 3. Apply any Custom Configurations If the reader needs any custom configuration, apply it within two minutes of the reader starting up using the config card. 4. Wiegand and RS-485 readers should connect automatically For OSDP readers, put the card reader into installation mode, then send an OSDP install mode command to the reader expander. Test the replaced hardware to ensure the issue is resolved

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 It may be necessary to replace the Security Expert Server and/or the Security Expert Software Product Line EcoStruxure Security Expert Environment Security Expert Cause In case of upgrade, software issues or PC/Server hardware failure replacing the Security Expert Server may be needed Resolution 1. Hardware Reset If the server footprint changes, for example, the previous server’s hard drive or motherboard died, then a hardware reset will be required before the license can be used on the new server. Contact Schneider Electric Product Support to tell them that your server hardware profile will be changing and a hardware reset is needed. 2. Stop the Security Expert services Right-click on the service and select Stop Note: While the services are stopped, the controllers will save incoming events (up to 50,000 per controller). Once that limit is reached, the events are First in First out. 3. Back up the SecurityExpert and SecurityExpertEvents databases If the database is encrypted, export the encryption certificates. See the Security Expert Installation Manual for specific instructions on backing up and restoring databases and encryption certificates. https://ecoxpert.se.com/search?documentUUID=71d622e3-2fc1-477a-b08a-5b37ac4b2756&title=SX-SRVR%20Security%20Expert%20-%20Client%20Server%20-%20Installation%20Guide  4. Uninstall Security Expert from the old server From Windows Programs and Features, Right-click Security Expert> Uninstall Once the Uninstall is complete, Manually Restart the Server/PC 5. Disconnect the old server from the network. Connect the new server with the same IP address and/or hostname. If the IP address or hostname of the server changes, update the event server settings in the controllers via the controller’s web page to match the new server. 6. Install Security Expert on the new server and activate the license Ensure that the new Security Expert installation is the same version or higher. 7. Stop the Security Expert services Restore the encryption certificates and databases to the new SQL Server instance. 8. Updating the Database If you are restoring a database from an older version to a later version, uninstall and reinstall Security Expert to upgrade the database. 9. Start the Security Expert Data Service 10. Update the Download Server In Security Expert, navigate to Global | Download server and update the Computer name to match the new Server name. 11. Update the Event Server Computer name in Global | Event server 12. Restart the Security Expert Event Service You should start receiving events from controllers 13. Start the Security Expert Download Service

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 Methods are needed to purge access events with Security Expert running on SQL Express Product Line EcoStruxure Security Expert Environment EcoStruxure Security Expert Microsoft SQL Express Microsoft SQL Server Management Studio (SMSS) Cause Security Expert operating on Microsoft SQL Express can exceed the 10GB limitation depending on configuration and system size Resolution There are several things to consider when configuring Security Expert when running on Microsoft SQL Express which has a 10GB size limitation and other limitations. This article will address the following items: Backup of the SecurityExpert and SecurityExpertEvents databases, review of the database file sizes, automatically and/or manually purge access event records, shrink the database(s) to regain hard drive space, and return the system to operational status.   1. Create database backups for the SecurityExpert and SecurityExpertEvents databases (Select a method) a. Configure options in Security Expert under Global Settings> General> Main Database Backup b. Use Microsoft SMSS. Right-click on the database, select Backup and complete the steps Note: It is recommended to save the databases as different file names than the original database  names to keep a copy of the database prior to deleting records. 2. Examine the database file sizes a.  Observe the file size In Windows Explorer, Navigate to:  C:\Program Files\Microsoft SQL Server\MSSQL(version).SECURITYEXPERT\MSSQL\DATA Observe the file size of the SecurityExpertEvents database If the site is using Microsoft SQL Express and the database file size is close to or over 10GB, events will need to be purged. Note: SecurityExpertEvents files. One file is the transaction log and the other is the data file. The file highlighted above is the data file. b. Check the Windows Application log: There may be a message with evidence of database size issues in the Windows application log, i.e. "Primary Filegroup is FULL" 3. Check the database recovery model configured for both databases in SMSS If "FULL" is used instead of SIMPLE the database(s) will grow quickly See the following KB article for more details on Recovery Mode: https://community.se.com/t5/Building-Automation-Knowledge/Security-Expert-functionality-starts-to-degrade/ta-p/441818 An article with additional details about the database table sizes: https://community.se.com/t5/Building-Automation-Knowledge/Security-Expert-Database-Table-Sizes/ta-p/482178 4. Purge the SecurityExpertEvents db (Select a method) a. Purge using Security Expert Under Global Settings> General> Events Database Configure Purge events older than – there is a drop-down with a list of selections See the Security Expert About> Help for more information. Search on Purge and select Global Settings Note: It’s best practice to delete a month or so at a time. Deleting many events at a time can  cause the server to time out. After the Security Expert purge, use SMSS to Shrink DB and Shrink File (These actions remove the recently deleted records from the hard drive freeing up space Right-click on the SecurityExpertEvents database> Shrink> database Right-click on the SecurityExpertEvents database> Shrink> File b. Manually delete access events using SQL queries In SMSS, run the following query to retrieve all access events and make note of the number of records select * from events order by logged time asc Example: Note 2840 rows     To purge the records run the following query: (Caution: these records will be removed from the database) Use SecurityExpertEvents; Delete from dbo.Events Where LoggedTime BETWEEN '2024-06-13' AND '2024-06-14' Adjust the above query to reflect the dates required) 8 rows affected select * from events order by logged time asc – after running the delete query Example:2832 rows Note: It’s best practice to delete a month or so at a time. Deleting lots of events at a time can  cause the server to time out. c. Shrink database This action removes the recently deleted records from the hard drive freeing up space Right-click on the SecurityExpertEvents database> Shrink> database 5. Verify Security Expert functionality Once the purge and shrink are completed, verify Security Expert is operating normally Note: If the system is not working normally, restoring a previous version of the database(s) from earlier backups may be necessary that were taken before exceeding the 10GB limitation. DBCC is a Microsoft tool for checking the integrity of a SQL database which is beyond the scope of SE Product Support. Please refer to Microsoft's documentation on this subject or consult a Database Analyst.

Issue What third party Card Printers are supported for use with Security Expert? Product Line Security Expert Environment Security Expert Client Third-party Card Printers Cause There is no list of supported printers as there are too many devices to test.  Some testing has been done as listed in the resolution below.  If an issue should come up with a card printer then raise a support case and they will assist where possible and offer suggestions regarding the update of printer drivers, windows and printer preferences, etc. If necessary and the customer cannot resolve an issue then they may wish to supply the particular printer for testing and validation. Resolution There is currently no list of supported Card Printers, the following two printers have been tested by Engineering  with Security Expert: Datacard SD260 Datacard CD800 Indications that the HID Fargo HDP8500 and Fargo DTC4500e also work with Security Expert. In general, if the card printer presents itself in Windows as an XPS printer, then the printer should work with the Security Expert Client. This may require a printer driver to be downloaded and installed from the printer manufacturer for the printer to show up in the "Printers and Scanners" list in Windows.   Note: R&D has indicated that currently (12/19/2024) there is no list of printers or documentation as to what specific features or configurations are supported by each printer above.   Some functionality in Security Expert and within printer drivers allows the selection of landscape or portrait orientation. However, hopper selections are not currently supported. Printer testing was done with standard iso card printing using landscape and portrait using a single hopper. Any other requirements outside the above will rest fully with the partner/branch/customer to test and confirm it works as needed.  If the testing doesn't support the required specifications, a feature request needs to be submitted, evaluated, and potentially implemented in a future version of Security Expert per the LOB.

Issue Need to change from the Small Number Format (Card Number) to the Large Number Format (Facility Code + Card Number). Requirement for Security Expert Transitions with I/NET Hardware.   Badging card on SCU1284 Reader using Security Expert, the reader event displays "Format error RD xx Port x Error Number of Bits" From Security Expert Client Events Product Line TAC INET, EcoStruxure Security Expert Environment I/NET Seven Security Expert Transitions Cause The I/NET system is limited to a maximum number of access cards, 32,000 per Tenant.  If a larger number is required, then I/NET must be configured to use large card numbers.  The Large card number format described in the Resolution MUST be completed before transitioning from I/NET to Security Expert and utilizing the I/NET SCU hardware as detailed in the Transition Guide Security Expert - INet Access Control to Security Expert - Reference Guide. Resolution To convert I/NET to use the Large Card Number support, the following steps must be performed:  Conversion of Card Numbers (small) to Large Numbers Sort the Individuals list according to the Individual Number. Look in the Individuals Editor “Options” function to set this up. Look at the tenant editor to determine the Tenant Code/ Facility code of the cards. From this, use the circled items the Tenant Code (Facility Code) and the First Individual Number as the lowest possible card number in the next step.  Verify in the door editor that the cards in this system are in a known Wiegand bit format.  In this case, we are using 26-bit. Attached are various Excel spreadsheets that can determine the Decimal number of the first card in the system (e.g., Card #970 Facility code 199) is the Decimal number 13042634, using a 26-bit Wiegand Excel spreadsheet.  This number will become the Source number in the Key/Card Translation table. These include 26-bit 32-bit ABA115 format Create a Key/Card Translation table similar to that shown below in the I/NET Seven Access Control editor.  This table will be removed after running the provided SQL Script.  The Key/Card Translation must contain: Source - Decimal number calculated in Step 3 above (13042634) Target - First Individual number shown in the Tenant (970) Count - Number of Individuals as shown in the Tenant (10000) Tenant - Tenant number this translation refers to (1) If there are multiple Tenants, then this process MUST be repeated for each Tenant Tenant Editor and Key/Card Translation Editor Shut down I/NET completely and run the attached SQL Script. Then once the script runs then, restart I/NET and look in the Individual Parameters editor, as shown below. Start I/NET and delete the Key/Card Translation table create above. Open the Individual Parameters and verify a Hex number and the decimal number matching that from the Excel spreadsheet (Step 3) is seen in the Individual Editor Card section. NOTE: There may be multiple card entries here; the Last entry shown is that entered by the SQL Script.  It will depend on whether an existing Card entry was entered for the Individuals before running the SQL Script.  To have large numbers working on a site DipSw #7 has to be turned ON for the 7910/7920 DPUs. For the SCU1284 in the door editor, at the top center of that editor, there is a check box, "Card Translation," which has to be enabled for large numbers to work in the SCUs. An SLI “SAV” should then be done because that is where the Card numbers and Door settings are stored. Then perform an SLI restore. Followed by a DPU restore to all of the door controllers. NOTE: Steps 6d. and 6e. are NOT required when performing the transition to Security Expert as this information will be performed by the SP-C.   

Issue When a card is presented at the Smart Reader it beeps but no card data is sent through to the Security Expert Controller. The Reader LED is flashing red then green every second continuously. Product Line EcoStruxure Security Expert Environment Security Expert Smart Card Readers which support both 125Khz and 13.56Mhz (SX-DRD-xx, SX-DRK-xx, SX-RK-xx) Cause The Smart Card Reader is not able to communicate with the Controller as it is in RS-485 mode but the connection being used is Wiegand. Once connecting to the the Smart Reader in RS-485 mode the reader will not communicate if it is then connected up to a Wiegand port. Resolution Once a Security Expert Smart Card Reader is used in an RS-485 configuration it will not work in Wiegand configuration until it has been re-programmed with a configuration card designed for that purpose. The configuration card  (SX-ISO-CONFIG) must be purchased through Schneider Electric. See the Security Expert Credentials Order Form for details.   This is because RS-485 is a two-way communication, intelligent wiring protocol. Once the reader is set in this two-way communication mode there is currently no way, without the configuration card, to go back to a less intelligent one-way mode like Wiegand.   Note: Readers manufactured in 2017 or before may have a firmware version that uses a configuration mode that will not respond to a configuration card. If you contact Schneider Electric for a configuration card, supply the serial number (SN) from the back of the reader on your request.

Issue Schedules are not unlocking or locking doors according to the dates and times specified by the scheduled events Product Line EcoStruxure Security Expert Environment EcoStruxure Security Expert Cause The Security Expert system has a number of variables that schedules take into consideration when determining control of doors and if one of these isn't configured correctly, it will affect proper schedule function and control. Resolution 1. Verify that the schedule has the appropriate dates and times set 2. Check Holiday Groups and ensure that any calendar actions created to repeat each year have the same start and end date. Having different start and end dates with a repeat can cause the action to span long periods which can affect scheduled operations.    

Issue Pressing the Read Card button in the User object instantly crashes the Security Expert Client. Product Line EcoStruxure Security Expert Environment Security Expert Client 4.2.259.19 and earlier Cause There was an issue when attempting to assign new card details to a User by pressing the Read Card button on one of the Card Number slots will crash the client. Read Card Resolution This was fixed in Security Expert version 4.3. Other methods for adding new credentials to Users also include: Manually adding the Facility and Card Numbers to an available slot in the User object. Badging the card at a Card Reader and right-clicking the resulting access event in the Status Window and selecting to add to an existing or create a new User. Use the Data Sync Service to import Users, and changes to Users, from CSV files. See Mass importing User Photos into Security Expert using Data Sync Service for an indication of how the Data Sync Service is configured.

Issue Configure REX button to be able to permanently lock or unlock a door if pressed for a set amount of seconds. Product Line EcoStruxure Security Expert Environment Security Expert Server Cause REX button does a momentary unlock then relatches the door. Would like to unlock or lock doors using the REX as determining factors are too dynamic to use a schedule. Resolution What is needed 2 Inputs (A & B) 4 Outputs (A, B, C, D, & E) 4 Programmable Functions (A, B, C, & D) 1 Dummy Area (Test Area) 2 Input Types (Input Triggers Output & Input Toggles Output) 1 Door with REX connected (Door X) Inputs Input A (REX Button) General Tab Control Output: Output A Areas and Input Types Tab Area: Test Area Input Type: Input Triggers Output Input B General Tab Control Output: Output E Areas and Input Types tab Area: Test Area Input Type: Input Toggles Output Input Types Input Triggers Output Options 1 Tab Generate Alarms checked Options 3 Tab Activate Input Control Output on Alarm checked Deactivate Input Control Output on Restore checked Input Toggles Output Options 1 Tab Generate Alarms checked Options 3 Tab Toggle Input Output State checked Outputs Output A, B, C, and E are just standard virtual outputs Output D General Tab Activation Time (seconds): the amount of time you want to hold the REX to activate the unlock/lock (I.E. 5 seconds would require you hold the REX button for 5 seconds) Programmable functions: Programmable Function A: Type: Ripple Output Output to trigger: Output A Stage 1: Output B Stage 2: Output C Inter Stage on Ripple Time: 5 Programmable Function B: Type: Logic Control Logic Function Mode: 7 Follow Logic And First Output to Check: Output A Second Output to Check: Output C Output to Control: Output D Programmable Function C: Type: Input follows Output Input follows Output: Input B Output to follow: Output D Programmable Function D: Type: Door Control Door Function Mode: 0 Follow and Test Output Door control Mode: 1 Latch Door unlock Output to Check: Output E Door to Control: Door X Make sure you right-click each programmable function and start them. Go to the Test Area and set it to Armed.

Issue How to be redundant with your intelligent Building Management System (iBMS) Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Satchwell Sigma, Security Expert, TAC INET Environment Existing intelligent Building Management System Open Mind High Availability Solutions (Deprecated by manufacturer) everRun MX ztC Edge Cause In engineering, redundancy is the duplication of critical components of a system with the intention of increasing the system's reliability. To be redundant with an intelligent Building Management System (iBMS) would take on two possibilities. Have an alarm on critical points alerting personnel who move into action quickly replacing control boards or devices in the event of failure. Have secondary backup controllers which upon failure, which are used to control devices resuming functionality. This is accomplished through programming the BAS with event sequences triggered from alarms or flags noting the failure. Redundancy capabilities and feasibility are site specific. Ascertaining failure in boards, points, or devices is crucial to creating secondary measures to keep seamless processes going and resume with functions.   Error detection and correction with maintenance is often the best practice for preventing failure. Worn components are the leading cause of failure, followed by a lack of planning and consideration in the protection of electrical components through power surges or failures.   For the database, backups including automated backups for MSDE, SQL Express, and Full SQL are available. For further information on database backups and options, take a look at Microsoft SQL Management Studio. For Host Computer backups, look at adding a secondary computer which replicates the database and can capture transactions and messages should a failure with the primary host computer take place. Also work with the local IT department to keep machines up to date, safe, and clean of 3rd party applications which may interfere with integrity. Schneider Electric’s building management systems are designed such that building control continues even when controller to server communication is disrupted. The BMS server is home to a database of alarm and historical data, as well as system parameters and programs. When a server or its network connection fails, the collection of data from building controllers halts until the problem is resolved. For data critical applications, this solution provides an environment capable of preventing the data loss that results from these types of failures.  Although we do support its use with EcoStruxure Building Operation, Security Expert, Continuum, I/NET, Vista, Sigma, and I/A Series as a disaster recovery solution, we do not provide direct support for EverRun. Resolution For Open Mind High Availability Solutions guide please look at the following link; Open Mind High Availability Solution guide For everRun MX solution guide please look at the following link; everRun MX guide For ztC Edge solution guide please look at the following link; ztC Edge guide   

  Issue Identifying table sizes is useful when managing Security Expert databases Product Line EcoStruxure Security Expert Environment EcoStruxure Security Expert Microsoft SQL Server Cause Managing the size of a SQL database is crucial to system performance and archiving so understanding which tables are the largest provides needed data Resolution A report can be run from SQL Server Management Studio(SMSS) on the Security Expert and Security Expert Events databases to provide table sizes. Open SMSS Right-click on the database the report is needed (i.e. Security Expert or Security Expert Events) Select Reports> Standard Reports> Disk Usage by Table Scroll through and observe which tables contain the most data Examples: Security Expert DB Security Expert Events DB Print or Export the report to a file if necessary Print Export to Excel, PDF or Word Right-click on the data results and select Export Note: The disk usage built-in report was implemented in SQL 2008 and above. 

Issue What is the maximum size Card Number and Facility Code Number supported by Security Expert? Product Line EcoStruxure Security Expert Environment Security Expert Controller Security Expert Smartcard Reader Cause Adding a card to one of the Card number slots on the General tab of a User page allows for a maximum of a ten-digit facility code and ten-digit card number. Resolution The currently supported size of the Facility/Card number allows a maximum of a ten-digit facility code and ten-digit card number as can be seen below.  Facility/Card Number This Facility/Card number is entered when adding a credential to a User on the General tab of the User page. The size of the allowable facility code and card number can be increased beyond ten-digits by using Credential Types instead. Once the Credential Type has been created, it can then be used in the CREDENTIALS section for those users. For additional details on Credential Types see the AN 276 Security Expert - Configuring Credential Types - Integration Guide.

Issue Information is not clear on what the available intercom parts are and what each looks like. Product Line EcoStruxure Security Expert Environment SX-IPI SX-IPI-C SX-IPI-C-ES SX-IPI-C-EF Cause Old product announcements contain misleading information. Details are missing from current documentation. Resolution There are only three possible intercom part numbers that can be ordered. SX-IPI: This is the part code for the regular intercom with no camera SX-IPI SX-IPI-C: This is the part code for the regular intercom with camera SX-IPI-C SX-IPI-C-EF: This is the part code for the Flush Mount Kit for the SX-IPI-C intercom SX-IPI-C-EF front SX-IPI-C-EF back Note: There is no surface-mount kit (SX-IPI-C-ES) for either intercom, and the non-camera intercom (SX-IPI) does not have the option of a flush mount kit.

Issue Is it possible to setup more than one custom card format in Security Expert? Product Line EcoStruxure Security Expert Environment Security Expert Custom Card Formats Cause Have a requirement for two or more custom card formats. Resolution Currently, only one Custom Format can be configured.   It is possible to add a Secondary Format to a Reader port in Reader Expanders, but only one port can be setup with a Custom Format.    However, Credential Types have now been introduced with the release of Security Expert 4.3, which largely supersedes Custom Formats going forward and allows multiple custom card formats and even QR codes where required.  Please see AN 276 Security Expert - Configuring Credential Types - Integration Guide for more information on setting up Credential Types and Maximum number of Credential Types for more info on how many can be used.

Issue System changes made to a Security Expert server can cause the license to fail. Product Line EcoStruxure Security Expert Environment Security Expert licensing Cause When the SSN license is activated on the Security Expert server a hardware footprint of the server system is created and stored with the license activation. This ties the license to that specific machine, if the hardware footprint changes in the future this will break the license activation.   There may be additional system changes that trigger this but the ones we are aware of that will break the licensed hardware footprint are the following: A change of the Security Expert servers computer name. Normally when we see this the installer is attempting to activate/update the license from a Security Expert client machine instead of the Security Expert server machine. A change in the Network Interface Cards. Changing from a wired to wifi connection can potentially do this. If the server is installed on a virtual machine ensure that the Network Interface Card is assigned a static MAC address. Other hardware changes such as changing Hard Drives, CPU, Memory, Operating System or Motherboards. Resolution If the hardware footprint has changed, breaking the license activation, the SSN will need to be reset and an activation added. Contact your local support to add a registration to the license and clear the hardware profile. The installer will then do a License Update from the Security Expert server to re-activate the SSN.

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 remote session to apply 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 What SQL collation does Security Expert use? Product Line EcoStruxure Security Expert Environment Security Expert server Microsoft SQL Server Cause Need to know the SQL collation used in Security Expert databases. Resolution The default collation is SQL_Latin1_General_CP1_CI_AS. This is the only supported collation and is set by default during installation and creation of the Security Expert databases.   Changing the collation can have serious ramifications to the stability and operation of Security Expert and is not supported.

Issue After configuration, Suprema readers are showing as offline in the Security Expert client. There are Security Expert Download Service events logged in the windows application event log. Cannot load DLL - LoadLibrary() Failed. Cannot load DLL event mesage Product Line EcoStruxure Security Expert Environment Security Expert Suprema biometric readers Cause Required DLL SecurityExpertSV2.ThirdParty.dll is missing from the installation folder. Some versions of Security Expert installer will not install this required DLL and the file need to be manually added. Resolution Check the Security Expert install folder, typically C:\Program Files (x86)\Schneider Electric\Security Expert, to confirm if the file SecurityExpertSV2.ThirdParty.dll is present. SecurityExpertSV2.ThirdParty.dll   If the file is not in the installation folder then it can be sourced from the integration guide ZIP package. AN 264 Security Expert - Suprema Biometric - Integration Guide contains the three DLL's required for the integration. Install the file by copying it into the installation folder, then restart all of the Security Expert services or restart the Security Expert server.