Issue Reading a card on a new door and getting an Invalid Attempt in the Events Window. Environment Continuum version 1.94 and above using the Aperio Assa Abloy integration. Cause Controller running an older version of firmware as well as the version of X Driver. Resolution To resolve the issue, the following steps need to be followed: Verify that the card being used is in the database and that it does have access to the necessary door. In Continuum Explorer Window, right click the controller, select open, verify that the firmware version for the NCII if older than 2.100035 and the ACX 57XX 1.101038, then upgrade to this version. The driver is now fully supported in the ACX5740/20 firmware version 1.100042 and NCII version 2.100041 available on the Exchange site. Right Click on Comm port 1 for the ACX 57XX and Comm 2 for the NCII and verify that the latest version of X Builder is running, which is Aperio2ndGen_100022. If you don't have this then please send an e-mail to the COE support group. Once all firmware have been upgraded and re-sent to the controller, retry the card again at the door. A Valid Entry should be given once the door has been opened.

Issue Replacing a card for an individual and it does not allow the user to get access to the Elevators. Environment All versions of Continuum. Cause The Elevator string has to be activated for the new card and disabled for the old one. Resolution To resolve this issue the following steps need to be followed: Open up the Personnel Manager for that user and change the card number to 0 then apply to save. Now open up the Elevator Template and give no access and save. Open up Personnel Manager again, put in the new card number and save. Open up Elevator Template again and give access, then save.

Issue Getting a Bad Card Parity error in the Live Event Viewer when using a valid finger. Environment All versions of Continuum. Cause The bit parity settings on the device was was inverted and needed to be changed. (SecureAdmin Software) Resolution To resolve this issue, the following steps needs to be followed: In Device Settings select the reader causing the errors. In the Weigand settings tab press the Custom Weigand Settings button. Then press the edit button on the custom format (Weigand 26 in this case). The Weigand Format window opens. For Weigand26 the parity mask is supposed to be Even for the first half and Odd for the second half. Somehow that was inverted. Change the Bit Position 0 mask to Even, apply and make sure the parity mask field updates. Change the Bit position 25 mask to Odd, again making sure the Parity Mask field updates. Apply the changes.

Issue Customer has an issue where he is getting an Invalid Attempt on a card read when he tries to read a Valid card at a door. Environment All versions of Continuum. Cause The area is corrupted for that door, once it is changed to another Area it gets distributed and the card works fine. Resolution To resolve this issue, the following steps need to be done: Assign the Reader to a different Area Delete the corrupted Area Recreate the new Area Resend to the Controller

Issue Snap to Grid not spacing items correctly in Pinpoint Graphics Environment CyberStation Graphics Cause Documentation Resolution In the Windows DPI settings (to make text and other items larger or smaller) adjust the settings until the desired results is achieved, for example if the setting has been changed to 125% try putting it back to 100%.

Issue Workstation sees some or all IP level controllers offline while a different Workstation on the network sees all controllers online. Environment CyberStation Cause Firewall on Workstation blocking communications Resolution Configure firewall on the machine running Cyberstation to allow communications with the controllers.

Issue Getting an error when trying to launch Run_RunBioAdmin. Unhandled exception has occurred in your application. If you click Continue, the application will ignore and attempt to continue. I you click quit the application will close immediately.  InvalidArgument=Value of '255' is not valid for 'SelectedIndex'.  Parameter name: SelectedIndex. Environment Continuum 1.94 and above. Cause The database got corrupted and needed to be cleared out and restarted. Resolution To resolve this the following steps need to be done: Open up SQL Connect to the db and then Continuumdb Open up the Tables and expand it Look for VStationSysConfig Run a query to delete the rows in it and then restart VStation again.

Issue After Launching Continuum and entering the user name and password, the logon screen is never dismissed and the logon process never completes. Looking in the Windows Task Manager the ACCVideoRecordingSrvc.exe process is consuming about 25% of CPU and its memory consumption keeps increasing indefinitely. Forcing the ACCVideoRecordingSrvc.exe process to end, allows Continuum to complete the logon and operate normally. Product Line Andover Continuum Environment CyberStation Cause The cause of the problem remains unknown, it is suspected the some custom protection software on the PC is behind the issue. Resolution If the site is NOT using video (no video integration) a workaround is to disable all video functionality at the Workstation as shown below.  

Issue All numerics for the Wireless Integration are in Alarm and unable to be cleared out of the Active Alarm View Window. Environment Continuum Aperio Integration Cause All numerics generated an Alarm that shows up in the Active Alarm View Window and it is unable to be cleared,the numeric themselves are back to their normal state and the door functions normally. Possibly system glitch with power but the user needs to have rights to clear out the ActiveAlarm View from the Alarm Event Window. Resolution To resolve this the following steps need to be followed: Log on to the System, select the Controller that the X Driver is connected to Right Click on the deivce and send to Controller Once completed and all Individuals have been downloaded Open the Global Config Numeric for the X Driver and change its current value to 1 then apply Once it changes itself from 1-2 after clicking on the refresh button, this indicates that the device is back online. Read a card and verify that al functions have returned normally again.

Issue ACCDataService.exe in ITP.DLL crashes when any function is calling another function. Product Line Andover Continuum Environment Continuum 2.0 Plain English Cause A PE Function is called from within another PE Function. Resolution To resolve this issue the following steps need to be followed: Do not call up a PE function from within another PE function. Copy the script code function from the second function and put it directly into the first function.

Issue Who to contact for Continuum - Easy-Lobby integration support.  Environment Continuum Security Cause Unsure of who to contact for Continuum - Easy-Lobby integration support.  Resolution The Continuum - EasyLobby integration is supported directly by HID - EasyLobby.     For sales or technical support: EasyLobby support email is support@easylobby.com . U.S. support phone number 866-607-7339 (option 8). International support phone number: +1-949-732-2000, option 3, then option 8.   If you have EasyLobby sales questions, or need a quote or a web demo, please call 781-455-8558 or contact jmooradian@hidglobal.com, jmurzycki@hidglobal.com, vrowan@hidglobal.com or your HID sales rep If you need EasyLobby technical support, please contact support@easylobby.com or call the HID tech support line at 866-607-7339 and select Option 8 If you are placing an EasyLobby order, please resend it to easylobby-sales@hidglobal.com or fax it to 781-455-6766 If you have questions about the status of an order already placed, please contact Customer Service vrowan@hidglobal.com, kzarrow@hidglobal.com If you have questions about adding a feature or doing custom engineering, please contact Product Management nwahlander@hidglobal.com

Issue UI-8-10 input reads only 5 volts dc  when dip switch is set for 10 volt input. Environment UI-8-10 Input Cause Improperly configured input. Resolution Page 40 of IO Module System Reference Guide states.  The 0-10V range allows connection to signals up to 10.00V. In this mode the circuit actually uses the same input measuring circuit as the 0-5V range, however, it divides the voltage present by two thereby limiting the internal circuitry to 0-5V. When you read a 0- 10V input the actual reading will be 0-5V. You must adjust your readings for the higher range via formula. This is accomplished by applying a conversion factor to the reading. When creating a 10V InfinityInput, set the Conversion to ElecValue * 2.   When using the 10V mode be sure to set the Reference resistor switch to Off.   Note: Setting the Reference Resistor enable switch to ‘ON’ and setting the Range to ‘10V’ is invalid. Switching to 10V inputs dramatically lowers the impedance of the input to 4.4 KΩ.

Issue L1 Biometric Reader not accepting default Custom Format. Environment Continuum version 1.9X and above. Cause L1 Biometric Reader sometimes does not accept the default custom Wiegand format created in the integration program. Resolution To resolve this issue, the following steps need to be followed: Follow the documentation on the Integration as it works most of the times. In the event it does not work, use the Secure Admin to select the default Wiegand 26. Recommission by clicking on the Commission Tab and click on the Refresh  Button. Additionally a Custom Weigand 26 Format can be created and selected as well as seen on page 54 of the integration manual.

Issue Unable to communicate to a PIM Environment Continuum version 1.9X and above. Cause Wrong PIM Type Resolution For a Schlage integration, the PIM required is the RSI version, not the VBB version, which is used for a Vanderbuild System.

Issue Seeing 0x00001427 Bad RTC chip errors in controller error log along with controller warm start errors. Controller error log contains entries similar to below.    01/01/1989 00:01:10.33 0x00001427       0x04070400       0x02028922       0x00000001       0x0000000                 HardwareErr__ Bad RTC chip 04/16/2011 09:47:24.93 0x00030000       0x00216500       0x00105c62       0x00000000       0x00000000                Warm start 01/01/1989 00:00:00.94 0x00001427       0x00201900       0x0011edba      0x00000001       0x00000000                 HardwareErr__ Bad RTC chip Environment Continuum Controllers Cause The error is a time related error but may not indicate that there is a physical problem with the controllers Real Time Clock (RTC). This can be due to an issue occuring on startup of a controller where there may be requests for time from COV updates. If that request comes in prior to the RTC clock coming up, it can post this error. The COV code will post this error and then try again later.  Resolution If this error occurs after a restart of the controller then this is more than likely a benign error and can be ignored. However, if it occurs when the controller hasn’t just restarted then it could be an actual fault with the RTC chip and may need to be returned for repair.

Issue Infinity schedules are not downloading at the times they are configured. A typical symptom would be if scheduled to download on Sunday but not occurring until the following Monday morning right after activity starts at the site. Product Line Andover Continuum Environment Cyberstation Cause The machine running the Cyberstation that is configured to download the schedules has gone into hibernation or sleep. Resolution Configure the computer's Power Options to keep the CPU running at all times, it is OK to turn OFF the display, but the CPU has to be kept running in order for the download to take place. See How can I prevent my Endura Workstation from sleeping, hibernating or powering off automatically? for detailed instructions on how to turn off hibernation. 

Issue If using the Assa Abloy Integration for a Wireless Lock interface and pairing locks on Hub 11, only lock one is able to be paired at address 1 and functions correctly with older versions of software. No more locks can be paired after that although the Hub itself is able to handle more than one. Product Line Andover Continuum Environment Continuum Version 1.94 and above Cause The version of software that is used for the application needs to be the latest version as compared to the older version 2.1.7. When this version is used the Hub only allows one lock to be paired although it is set for Multiple Lock Configuration. Resolution When purchasing the applicable hardware from Assa Abloy, ensure that the version that is being sent out is the latest 10.2.28619.

Issue A voltage between 50mV and 500mV at 50Hz is measured at the Digital Input and has raised concern as to it's affect on the Input. Environment b4, i2, b3, xP Modules, IOU modules. (anything with a Digital Input) Cause Concern over effect of induced voltage on the Digital Inputs. Resolution There is an RC filter on those inputs that should protect it at 50Hz for that voltage. The filter will protect down to 15Hz and the Digital Input will not turn on before 1.6V. Although this should not be a problem, and the RC filter should effectively cut this off before it hits the input circuitry, 500mV is still a substantial noise signal on an input and may be indicative of a grounding problem. It would be wise to try to eliminate this induced voltage.

Issue Selection and installation of a pulsed output module. Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Satchwell Sigma, TAC Vista Environment Heat Meter Multical 602 Pulsed output module No pulses Cause Installed card does not give output pulses. Resolution Selection of the output card. The Schneider Electric part number is MAPULSETOPC and this is the equivalent to Kamstrup part number 602-0C This card will provide 2 pulse outputs for energy and volume, CE and CV respectively. Normally, energy (CE) is connected to 16-17 and volume (CV) to 18-19, but other combinations can be selected via the PC program METERTOOL, also used to select pulse duration 32 or 100 ms. The MAPULSETOPC is actually a top module, which means that it is fitted into the top piece of the MC602 calculator, basically the inside LCD cover. This is released by pressing downwards in the middle of the plastic piece on the left, and at the same time pushing the top module towards the left.

Issue Does Continuum 2.0 SMTP alarm email support encryption? Product Line Andover Continuum Environment SMTP Cyberstation Cause There is a need for encryption on SMTP alarm delivery in Continuum. Resolution Continuum does NOT support encryption for alarm emails sent over SMTP from Cyberstation.