Building Automation Knowledge Base

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 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. 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 If the passphrase is incorrect when trying to install a station .bog, the following error message can appear; Transfer failed. com.tridium.platform.daemon.DaemonResponseException: Request to platform daemon at (stationName) failed: bad return code to commit file instance at com.tridium.platform.daemon.DaemonFileUtil.transfer(DaemonFileUtil.java:661) at com.tridium.install.InstallScenario.commit(InstallScenario.java:1444) at com.tridium.platDaemon.ui.stationtransfer.FinalStep.run(FinalStep.java:341) at java.lang.Thread.run(Thread.java:750) Product Line TAC IA Series Environment I/A Series N4 Enterprise Server I/A Series N4 Jace 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. Cause The .bog has not been properly placed in the User Home / Stations for copying into the device or the passphrase is not known. Resolution Always use the Station Copier to install the .bog from the User Home / Stations path If the error message appears, open Workbench and navigate to the "Stations" folder under the "User Home" Expand the station you are attempting to install Double-click the .bog (1) and locate the "Bog File Protection" icon at the top of the page (2) Select the (1) "Force the File to start..." radio button and (2) Update.  Note the information regarding existing passwords. If the message "Cannot display page" occurs when you double click the .bog, open the "Details" and look for missing modules "Cannot load module '......=.....'. Any missing modules will need to be available on the Jace or ES before attempting the force start operation.  

Issue Project Configuration Tool generates a 'failed get matching version' error when attempting to start an existing server Product Line EcoStruxure Building Operation Environment Project Configuration Tool (PCT) 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. Cause The associated PCT server package files are not installed, cannot be accessed or are corrupt Resolution The "get matching version error" can occur when the associated server package files are not installed, cannot be accessed or are corrupt.  Try the following steps:   Check the associated PCT server package is installed, click manage packages (1) and check the Manage packages window (2)   Install the package if it is missing and then attempt to start the server If still unsuccessful, reinstall the server package and then attempt to start the server When installing the package if the error below occurs navigate to 'C:\ProgramData\Schneider Electric EcoStruxure\Building Operation\Project Configuration Tool\logs' and open the ConfigurePCT.log file to try and identify the problem                                                                                                  In the case the server package config file is corrupt navigate to the server packages folder at 'C:\ProgramData\Schneider Electric EcoStruxure\Building Operation\Project Configuration Tool\external\VM\cfg' and delete the associated *.cfg file.      Reinstall the server package and then attempt to start the server Additionally consult PCT error installing EBO package for further suggestions

Issue Page 1031 of the hardware reference guide only states wire cross-sectional area: 0.34 to 2.5 mm 2 (22 to 14 AWG) and not the number of wires allowed to terminate. Product Line EcoStruxure Building Operation Environment Building Operation Room Controller (RPC) 24V Building Operation Room Controller (RPC) 230V 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. Cause Documentation clarification. Resolution It is OK to terminate up to 2 wires into each terminal as long as the total area of the wires does not exceed 2.5mm 2 .  

Issue MNB firmware may not match the version reported in EBO and Building Advisor Portal. Product Line EcoStruxure Building Operation, EcoStruxure Building Advisor Environment I/A Series MNB I/A Series WorkPlace Tech Building Operation Workstation Building Operation Building Advisor EBO Health Module 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 correctly. Before beginning these steps, ensure all necessary 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. Cause MNB firmware is upgraded via the WorkPlaceTech Commissioning Tool independent of EBO, and EBO reports firmware to Building Advisor Portal for use in BMS Health Module. Example cases where controllers are upgraded after adding to EBO are: MNB controllers added with factory default firmware version MNB controllers transitioned into EBO with existing older firmware version MNB controller that was upgraded to the latest was replaced with MNB Controller at factory default firmware version Resolution Create a Saved Search to identify all MNB controllers in the system Create New Search Enter * in Object Name Field Click ... button next to Include Types: and add all the MNB controller models Right-click on Column Header and select Add/Remove columns to select Firmware revision and Model name, and remove Description Save the search and select a location and name it Run the search to identify all the MNB controllers Sort by Firmware Revision to find older versions. MNB-1000 will end in 01.5xx and all other MNB ASC models will end in 01.4xx Update firmware version from the controller(s) Select one or more MNB controllers Right-click and select Device -> Upload Configuration. *WARNING*: Ensure you do NOT select Download Configuration  Now EBO is reporting the correct firmware in the controller and will upload this information to Building Advisor Portal, if cloud connectivity is established. Upgrade any MNB controller firmware with WorkplaceTech Commission Tool to the latest version and perform Steps 2 and 3 to keep EBO updated.

Issue Seeing multiple losses of functionality starting to occur, such as controllers going offline, browsing with the client being slow, reports failing to run and events not being logged. Product Line EcoStruxure Security Expert Environment Security Expert SQL Server 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. Cause In SQL Server the SecurityExpertEvents database has a very large LOG file ( hundreds of gigabytes) resulting in degraded performance in SQL and Security Expert.   The Recovery model of the SecurityExpertEvents database is set to FULL and the database has not been maintained. When using the Full recovery model, regular backups of the transaction log should be performed to prevent the transaction log file size from growing out of proportion to the database size. Recovery model fullRecovery model full New user databases are created with the same recovery model as the model database. The default recovery model for the model database depends on the edition of SQL Server you have installed. Editions targeted at test and development environments (SQL Server Express) set the recovery model of the model database to SIMPLE. Other editions set the recovery model of the model database to FULL. Resolution Reduce the size of the log file and prevent it from getting too large again by changing the recovery model of the database from FULL to SIMPLE. The databases are then shrunk to free up drive space.   Refer to the following steps: Take a backup of both the SecurityExpert and SecurityExpertEvents databases and store them in a safe location Change the Recovery Model of the SecurityExpertEvents database from Full to Simple in SQL Server Management Studio. To do this, right-click on the SecurityExpertEvents database and go to its properties. Select 'Options'. Change the Recovery Model setting to Simple. Recovery model simpleRecovery model simple Right-click on the SecurityExpertEvents database and select Tasks > Shrink > Files Shrink filesShrink files In the Shrink File - SecurityExpertEvents window, change the File type to Log. Shrink log fileShrink log file Click OK Repeat steps 2-5 for the SecurityExpert database   It is recommended that regular scheduled backups be configured when using the SIMPLE recovery model. In SIMPLE recovery mode, changes since the most recent backup are unprotected.

Issue Access Expert LDAP agent unable to connect to Instance Product Line EcoStruxure Access Expert 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. Environment Access Expert V3 Hosted LDAP agent installed OnPrem on-site server (Not the appliance installed by Feenics) Cause LDAP agent cannot connect because the Username/PW may be stored in a registry that is no longer valid Resolution Double-check the site setup documentation records that the Username/PW combination is correct Run the SEQ Log and see if there's an entry that indicates that the 'Ldap agent is not able to connect to the instance' Note: Earlier versions of the LDAP on-site installer did not remove all registry entries including username/pw, so an older username/pw combination may be used instead of an updated combination.  If the username or password was changed at some point or if alternate combinations were used for troubleshooting then an incorrect combination could be used by the LDAP agent to connect to the instance and it cannot. Check the login to Access Expert with one of the LDAP username/password combinations and if there are 2 (Users) listed in Access Expert, delete the username/pw combination that does not work in Access Expert. Regedit Backup and old Username/PW deletion To obtain a registry backup just in case before deleting an entry: https://support.microsoft.com/en-au/topic/how-to-back-up-and-restore-the-registry-in-windows-855140ad-e318-2a13-2829-d428a2ab0692  It is suggested to back up the entire Feenics.Keep.ActiveDirectory.Service subkey Open regedit and delete the imagepath subkey Windows Start/Run> regedit Locate the following registry key: HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Services\Feenics.Keep.ActiveDirectory.Service Right-click on the ImagePath subkey and select 'Delete' Only delete this subkey, not the other Reinstall the LDAP integration using the media received directly from Feenics or SE Product Support. i.e. Feenics.Keep.Installer.ActiveDirectory.msi The most recent version of the install can be found on Feenics site: Feenics Keep Active Directory LDAP Installation Media  During the installation ensure the tested username/pw combination is used Verify that the 'Feenics Keep Active Directory Service' starts successfully Go to Start>Run>Services.msc and click Ok Locate the 'Feenics Keep Active Directory Service' Right-click and select Start Open SEQ Log and verify that the Ldap agent is able to connect to the Instance. The SEQ entry at the top of this article 'Ldap agent is not able to connect to the instance.' should no longer appear in the SEQ log. The following entry should be there instead. Verify that the Access Expert Windows User(s) can now be used login to Access Expert

Issue Currently, a procedure exists to do conversion of i2 to b3 and vice versa using Continuum Cyberstation and NetControllers.   However, it is much simpler to do the conversion using the RoamIO and the Infinet/BACnet Service Tools. Product Line Andover Continuum, EcoStruxure Building Operation Environment Continuum i2 Controllers (except -V) Continuum b3 Controller (except -V) Warning 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. Cause This article describes an alternate and simplified conversion method to the original procedure published to convert i2 to b3. Before using this procedure, read the Conversion of Continuum devices from i2 to b3 and vice-versa in the field Knowledge Base article in its entirety for important information about converting i2/b3 controllers in the field.  Resolution Before starting the procedure, you need the following items: The device to be converted. The serial number of the device to be converted. A RoamIO2 configured to communicate with your PC via Bluetooth and the Infinet and BACnet Service Tools A special, firmware application upgrade file for the appropriate device model as provided by Product Support A bootloader file for the appropriate device model, provided by Product Support To convert i2 field devices into b3 BACnet using RoamIO2 Contact Product Support and request the conversion files for the specific model(s) you wish to convert. You will be provided with an application file (e.g. i2920toB3920B4.500077.upd) and a boot loader file (e.g. B3920BootB4.500077.upd) for each model you are converting. Connect the RoamIO2 directly to the i2 device (make sure device is disconnected from field bus) Launch the InfinetServiceToolPC.exe (attached) and click on the connect icon Once the device shows up on the tree, right click on it then select 'Uprev firmware...' Send the conversion application file provided by Product Support Once the uprev operation is complete, click the connect icon to disconnect the Infinet Service Tool from the i2 device then close the InfinetServiceTool app. Cycle power to the RoamIO2 then start the BACnet Service Tool In the BACnet Service Tool, de-select View by networks, then click the connect icon, the conversion from i2 to a b3 causes the device to default to baud 38400 and an invalid BACnet master MAC id, so upon connection the following error will be shown... Click 'Yes' to continue From the 'Tools' menu select 'Set b3 baud rate' and set it to Baud38400  From the 'Tools' menu select 'Set offline b3 MAC id' and enter the serial number of the device and a valid MAC id then click on 'Apply' If the baud and MAC id have been set successfully, the device will automatically pop up in the tree but it will only be partially online, to bring the device fully online, click the red disconnect icon on the BACnet Service Tool to disconnect from the device, wait about 30 seconds then  click the now green connect icon to reconnect the BACnet Service Tool to the device Right click on the device then select 'Update OS', send it the appropriate boot loader file provided by Product Support Once the uprev of the boot loader has completed, select the device and click on 'Cold start device' After the device re-start, click on the device in the tree and select 'Switch view', confirm the firmware and boot loader versions are correct. (you may need to do a refresh from the 'Tools' menu)

Issue Making up battery cables and need to know the part number of the 2-pin battery connector. 2-pin battery connector2-pin battery connector Product Line EcoStruxure Security Expert Environment Security Expert SP-PSU-4A SP-PSU-8A 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. 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 If TLS 1.0 is disabled on Microsoft Server 2016 you cannot connect to SQL Server 2016 database using Continuum database initialization. Product Line EcoStruxure Building Operation, Continuum Environment Continuum Cyberstation Microsoft SQL Server 2016 Microsoft Server 2016. 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. Cause Microsoft no longer supports TLS 1.0 protocol and IT departments are disabling it. The current version of the ODBC driver (SQL Server) used with Continuum will not function correctly when TLS 1.0 is disabled on Windows Server 2016 in order to use TLS 1.2. A defect/hotifx QC#2290 has been issued for this issue. Resolution There is a hot fix for QC#2290 that needs to be applied to the cyberstation after the installation of the ODBC driver version 13. Use the following link to download the appropriate version of the ODBC driver for your version of the OS. Link to download ODBC driver version 13 https://www.microsoft.com/en-us/download/details.aspx?id=50420 This hotfix fixes the following defect 2290 = When TLS 1.0 is disabled on server 2016 ODBC does not connect to SQL database. Hotfix is attached below. Contact PSS for the hotfix for Cyberstation 2.03 Please note: The ODBC Driver 13 for SQL Server needs to be installed before the hotfix is applied Deprecation date   Steps to apply this hotfix: Create a ContinuumDB backup Shutdown Continuum if it is running Make a backup of OmsInst.exe in the Continuum folder Extract the OmsInst.exe from the hotfix zip file and copy the new file to the Continuum folder Do an update/initialized database Start Continuum

Issue What are the supported USB Adaptors for SP-C? Product Line Security Expert Environment Security Expert Controller (With USB Port) Resolution The USB port on the SP-C supports USB to ethernet adaptors. It MUST have the following chipset ID: ASIX - AX88772C 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 DSS error occurs while importing users into Security Expert Product Line EcoStruxure Security Expert Environment Continuum Transition Tool I/NET Transition Tool Data Sync 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. Cause The Data Sync Service settings file contains a mapping for a credential named “User ID” but cannot find the User ID credential type. The User ID credential was not created before starting the Data Sync Service.  It is important to determine if the site is using user PINs and whether they are all unique before selecting the following option in the transition tools.   By default, SX does not allow duplicate PINs. A unique PIN is a requirement for signing into intrusion keypads with only a PIN number. Resolution Option 1: The site does not have user PINs in the legacy database or PINs are unique. Stop the data sync and transition services Uncheck the 'Allow PIN Duplication' option Click the 'Create Data Sync Service Settings File' button below   Delete the export history of Users   Start both Data Sync and Continuum Database Transitions services. (All users will get exported again) Option 2: The site uses PIN numbers and there may be duplicates. Keep the “Allow PIN Duplication” option checked In Security Expert, Go to Global | Sites| Site Defaults Tab Scroll down and expand the Site security enhancement section Enable the top 3 checkboxes (Require dual credential...; Auto Populate User ID... and Allow PIN duplication)   Click Save.

Issue Creating a report that shows which visitor is being visited Product Line EcoStruxure Security Expert Environment Security Expert Controller 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. Cause The standard visitor report does not record who at the site is being visited Resolution This video demonstrates how to create a visitor report that includes which users have been visited in the Security Expert System.   The advanced Visitor Report is created in 4 main steps: 1. Create an Access level for each user who receives visitors 2. Assign this Access level to the user's visitor tab 3. Create (or use existing) User report with the new "access level" column selected 4. Configure and run the user report   Creating Access levels 1. In Security Expert client, go to Users|Users a-Select a user who receives visitors (ex: John Doe) b-Go to the Visitor tab c-Check the "User supports visitors" box d-Click the ellipsis (3 dots) to open the Access Level window e-Click Add button f-Name it '[User]'s Visitors' (ex: John Doe's Visitors) g-In the configuration section, configure the access level required for the user's visitors h-Save and repeat for each user who normally receives visitors. Close the window and go back to the User table.   Assign Access level 2. Select "John Doe's Visitors" for Visitor access level -Save changes   Create User Report 3. Go to Report|Setup|User -Create (or use existing) report for visitors -Go to the Columns tab -Click Add and choose "Access Level" User Field -Save report setup   Configure User Report 4. Return to the general tab and expand the "Default user report filter" section. Press "edit in report view" and edit your desired layout -Save report view   The next time you run the visitor report it will print who's being visited in the "Access level 1" column

Issue How to configure the relative path permissions Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server 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. Cause Relative path permissions help configure the path permission for multiple modules (i.e.100 AS-Ps) or many different folders Resolution Here's how to give 'read-only' analog value permissions for 2 separate folders: 1. Go to Relative path permissions. Select the type of permissions desired (Full permissions for Analog Value/ NO permissions for Digital Value) 2. Go to the Local Account Group and select the Permissions tab. Under Path Permissions, add (+) the created path permissions to the desired folders. 'Folder' and 'Folder 2' are selected to have the same path permissions. Save and apply configuration.   3. When viewing the system tree, both 'Folder' and 'Folder 2' have read permission for Analog Value

Issue Create a report of all expired cards Product Line EcoStruxure Security Expert Environment Security Expert Controller 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. Cause A custom report and its configuration are needed to find all expired cards at the site Resolution This video demonstrates how to create and configure a report to find all expired cards in a system   Create a User Report: 1. In Security Expert Client, go to Reports|Setup|User and Add a new (or use an existing) report. 2. Configure the desired Report Type and Sorting 3. Go to the Columns tab, click the Add button and select Columns.  Make sure to have: -Expiration date of badge AND/OR Expiry date 4. Save your report   Please note: The "Expiration date of badge" column pulls the date from Users|Users|Extended Tab|Expiration date of badge. The "Expiry date" column pulls the date from Users|Users|General Tab|User expiry date/time section's End date.   Customize the User Report's layout: 1. Go to Reports|Setup|User| General Tab| Default user report filter and click the "Edit in report view" button 2. Right-click "Expiration date of badge" (or "Expiry date") column and select the Filter Editor 3. Change the "And" condition (in red) to "Or" 4. Change Equals to DateTime Operators: Is Yesterday 5. Click "+" sign in green circle to a line and repeat changes 5 more times for the following: - Is Earlier This Week - Is Last Week - Is Earlier this Month - Is Earlier This Year - Is Prior This Year 6. Click Save Report Layout

Issue Continuum cardholders with PINs that start with "0" (zero) are not importing into Security Expert using Data Sync Tool Product Line EcoStruxure Security Expert Environment Security Expert Continuum Transition 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. Cause Due to the database's configuration, Any PIN in Continuum starting with a "0" (zero) will be truncated. When DSS runs, the personnel (cardholders) with truncated PINs will be rejected by the PIN length restriction and sent to the error folder. Example: If you have a Continuum site with four-digit PINs and a PIN is entered into Continuum as 0123, will be truncated to 123 in Continuum (Continuum ignores the zero at the reader keypad as well). If you have SX configured for a 4-digit PIN length. This cardholder will not import. Resolution Option 1: Identify the truncated PINs in the Continuum database by running a query and have those users' PINs updated before running CTT and DSS. This should be done as part of your system cleanup before transitioning. Option 2: If you have a minimum PIN length configured in Security Expert, Stop DSS if running. Go to Global|Sites|Site Defaults tab and scroll to Site security enhancements. Set minimum PIN length to "0". Save changes. Start DSS. You will still have to correct any PIN that are less than the site minimum before enabling this feature again.       Note: This option should only be chosen for a one-time sync. If you are running a continuous/lengthy transition, you should use Option 1. Otherwise, you will run into this problem again.

Issue If SOAP is already enabled, what functionality is added with SX SDK Enabled? Product Line Security Expert Expert Environment Security Expert Controller Security Expert SOAP Web Service Software Development Kit (SX-SOAP-SDK) 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. Cause The SDK license allows you to develop and deploy new and custom third-party integrations Resolution SOAP itself is included with Security Expert. You can use first-party apps like web client(s) or existing integrations. If you are building your interface or integration (third-party apps), then the SDK license is required. There is no change in the product itself. The SDK license includes all the development tools necessary (API documentation and sample codes) to develop a custom interface and build custom integration to the Security Expert Server

Issue If you lose access to your comms expander or need to reset all of the settings how do you default the module? Product Line Security Expert Expert Environment Security Expert SP-MNR2 Firmware 1.0.27 (and higher) 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.   Cause A physical link is needed to default the module Resolution These are the settings that are resets Password to admin Repeater Mode to RS-485 mode UDP IP/Host to 192.168.1.2   1. Link the N+ N- NA and NB connections between all three COM ports 2. Cycle power to the device   Please note: this does not reset the IP address, so you may need to default the IP address separately. 1. Unlink all COM3 terminals and leave COM 1 and 2 linked 2. Cycle power and connect to the built-in web interface at 192.168.111.222 3. Configure IP address as desired 

Issue SP-C has a valid gateway specified and it's not receiving communications Product Line EcoStruxure Security Expert Environment Security Expert Controller firmware .1248 (or higher) Security Expert 4.0.128 (or higher) Security Expert Controller w/ USB port 2.08.582 (or higher) SX-ELV-HLI-TK license to enable the integration USB to Ethernet adaptor dongle TKE Controller (American) v2r0 (only supported version) 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. Cause It is a known issue. SP-C sends a heartbeat message to TKE but it is not being sent/received as a broadcast message. The controller still sends a heartbeat message to TKE but it is not sending it as a broadcast message with a destination of FF:FF:FF:FF:FF:FF. The gateway being valid causes it to send a Unicast message to the gateway itself (eg router) which does not pass it on to the rest of the network. (This is a known issue and has been logged with engineers). Resolution The workaround is to enable the USB Eth NIC on the SP-C and use: - The onboard NIC to connect to the Security Expert Server that requires a valid gateway to be set - The USB to ethernet adaptor (USB NIC) to connect to the TKE Network where we would set any gateway to avoid this bug Note: The USB NIC can only be configured when using OTIS elevator HLI type. The USB NIC hardcodes the required OTIS IP info to the Onboard NIC for connection to Security Expert. To enable Web UI: 1. In Security Expert, Go to Sites|Controllers|Configuration Tab. 2. Scroll down and expand the Elevator HLI section. Set Elevator HLI type to choose OTIS 3. Return to the General Tab, Scroll down and expand the Commands section and enter OTISUseUSBForMainComms = true 4. Save changes and wait for the programming to be downloaded. 5. Power cycle the SP-C. 6. Go to SP-C Web UI. The USB Eth adaptor will have the original IP. Configure both IP adresses 7. Once The NICs are configured, change the Elevator HLI type back to Thyssen Krupp, choose Cable Network type 8. Click Save and restart the SP-C.

Issue The list of visitors has become very large on the VMS front page Product Line EcoStruxure Security Expert Environment Security Expert Controller 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. Cause By default, visitor users are not deleted automatically from the system Resolution 1. In The Security Expert client, go to Visitor | Template | General Tab. Select the template you want to edit. 2. Scroll down and expand the Configuration section. In the Checkout mode, select 'delete user'. 3. Click Save.