Building Automation Knowledge Base

Issue What is the latest specification For a Continuum PC Product Line Andover Continuum Environment Cyberstation SQL Server Cause Computer specification required. Resolution The PC specifications for a version does not change from the time of release, so there is no "Latest Specification" as such. For all versions the hardware requirements are defined in the installation guide (Installation.PDF) on the software CD, or in the downloaded zip file from The Exchange Download Center for the version to be used. This document will contain the minimum and recommended specification required for that Cyberstation version on a typical site, if any other software is to be installed on the computer or the computer is to be heavily loaded; the requirements should be increased accordingly. The same RAM and Processor requirements will also apply to the SQL Server on a typical LAN system. You also need to check the Software and Firmware compatibility matrix for older versions of the traditional product lines for details on the compatible operating system requirements for the version to be used. For a V2.01 system the recommended hardware for servers and workstations are: Intel 8 Cores, 2 GHz or better 8Gb RAM 30Gb Available HDD space (NTFS Partition) CD ROM Drive Video resolution: 1024 x 768 pixels Parallel or USB port For larger systems and where there will be a lot of Extended logging or Alarming, the Hard drive, RAM size and processor speed should be increased.  

Issue How do I change the Baud Rate of a field bus (either Infinet or Bacnet MSTP) if there is either an Infilink or B-link on the network? Product Line Andover Continuum, EcoStruxure Building Operation Environment Infinet BACnet Cause The Infilink and B-link must have their baud rate set manually. Resolution All Infinet or Bacnet B3 controllers autobaud on initial startup or when the fieldbus commport is changed from the parent controller's commport editor. The Infilink and B-link must have their baud rate set manually. The proper procedure to change the fieldbus baud rate is to first go to the commport editor and change the fieldbus baud rate. At this point a message is sent to all field bus controllers to change their baud rate. They will all change immediately, however the Infilink and B-link have not yet changed, so the bus will now be in a confused state and there will be offline issues. The next step is to go to the Infilink or B-link repeater and manually change the baud rate to the new setting. At this point the network should work normally, however if the procedure is not followed there may be network issues where you have some controllers that are running at different baud rates causing the network to be totally shut down. If this is the case the way to resolve the issue is to make sure the Infilink or B-link repeater is set to the desired baud rate and power down or reset those controllers on the network so that they will all synch up to the correct Baud Rate upon power up. ** Changing many controllers A method that may help when needing to change the baud rate of many controllers is to bypass the b-link Connect segment 1 of the b-link directly to the BCX comm port and change the baud rate Reconnect the B-link and verify the controllers are now online, repeat the baud change if necessary. Repeat this process for each segment You may still have some isolated controllers that need to be powered off/on. Related: BACnet bCX MSTP network loses communication when a b-Link is added or removed

Issue What is the unit load of a TC300 thermostat and what are the bias and termination requirements when used with a SmartX Server. Product Line EcoStruxure Building Operation, Field Devices Environment TC303-3A2LM TC303-3A4LM TC303-3A2DLMS TC303-3A4DLMS SmartX Server Cause Documentation does not state the RS-485 transceiver type for the TC300 range, making it unclear how many devices can exist under a SmartX servers RS-485 serial port ComA or ComB. Resolution The answers to the transceiver interface attributes below can be applied with to the Worksheet for Configuration of RS-485 Bus with generic RS-485 devices on Webhelp Q1 Failsafe Receiver The TC300 does not use an RS-485 transceiver with an integrated idle-state failsafe receiver. Q2 Data Transmission Speed TC300 thermostats manufactured from November 2018 onward can be configured to communicate at 9600 or 4800 bps. TC-300 thermostats manufactured before this date can only communicate at 4800 bps. Q4 Isolated Interface The TC300 does not provide an isolated RS-485 interface. Q6a Measured Resistance With no electrical connections to the TC300, the measured resistance between the RS-485 low-side (-) signal and the communications common is 10K ohms. Based on this the unit load of the TC300 is 1.2 (12.000/10,000) Bias requirements and number of devices If the length of the RS-485 bus is less than 150M (500ft) then Generic RS-485 Device Configuration 3 from Webhelp can be applied. Using this configuration the recommended 3300 bias resistors present a unit load of 3.6 (12,000 / 3,300). The SmartX server adds 0.5UL. The remaining node budget is calculated as: 32 - 3.6 - 0.5 = 27.9UL. Since the TC300 has a unit load of 1.2 the maximum number of devices that can be placed under each comm port using this configuration is 27.9 / 1.2 = 23.25 If the length of the RS-485 bus is greater than 150M (500ft) then Generic RS-485 Device Configuration 7 from Webhelp can be applied. Using this configuration the dual end-point bias configuration presents a unit load of 24UL (12,000 / (1,000 / 2) = 24). The SmartX server adds 0.5UL. The remaining node budget is calculated as: 32 - 24 - 0.5 = 7.5UL. Since the TC300 has a unit load of 1.2 the maximum number of devices that can be placed under each comm port using this configuration is 7.5 / 1.2 = 6.25 Also check out the SmartStruxure-RS485-Controller Unit Load Quick-Help video on the Exchange.  h

Issue "Communication failure due to routing device not available" errors when trying to view BACnet controllers or the objects they contain. Product Line Andover Continuum Environment Continuum v1.74 and above. Cause The Cyberstation is unable to route to the desired device(s). This can occur due to changes in the network, network settings, or blocking software on the PC.  Resolution Check that the IP settings of all devices are configured so they can see each other. Specifically that the subnet mask configured for each device allows them to be seen on the same logical network. Also see the following articles: Communication failure due to routing device not available Eaton IP BACnet Lighting Panels go offline with error "Communications failure due to routing device not available" Simple BBMD setup

Issue How to log on to CX9900 controller for commissioning or configuring IP settings. Product Line Andover Continuum Environment HyperTerminal CX9900 CX9940 CX9200 CX9400 Cause First generation Continuum controllers do not support web page configuration and must be configured using a terminal emulation program such as HyperTerminal. Resolution Configure HyperTerminal for 9600 baud (or baud that matches default baud configuration for the comm port), 8 data bits, no parity, no flow control. Connect cable to comm3 (or another port configured for autoset) on controller (for information on cable pinout please see PinOuts for the RS-232 Connection of the older 1st Generation CX controllers) On the NetController make sure RS232 is selected, use the MODEM/RS232 override switch to de-select the modem if necessary. Run HyperTerminal and type "window" to have the controller display the log on window Default user/password is acc/acc

Issue Receive the following errors when trying to restore a SQL database: ERROR MESSAGE #1 Msg 3169, Level 16, State 1, Line 1 The database was backed up on a server running version 10.50.1600. That version is incompatible with this server, which is running version 10.00.1600. Either restore the database on a server that supports the backup, or use a backup that is compatible with this server. Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. ERROR MESSAGE #2 Server: Msg 3241, Level 16, State 7, Line 1 The media family on device [path of backup] is incorrectly formed. SQL Server cannot process this media family. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. ERROR MESSAGE #3 Server: Msg 3169, Level 16, State 1, Line 1 The backed-up database has on-disk structure version 661. The server supports version 539 and cannot restore or upgrade this database. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. ERROR MESSAGE #4 Server: Msg 3241, Level 16, State 7, Line 1 The media family on device [path of backup] is incorrectly formed. SQL Server cannot process this media family. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. ERROR MESSAGE #5 Server: Msg 3169, Level 16, State 1, Line 1 The backed-up database has on-disk structure version 655. The server supports version 539 and cannot restore or upgrade this database. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. ERROR MESSAGE #6 Server: Msg 3169, Level 16, State 1, Line 1 The backed-up database has on-disk structure version 611. The server supports version 539 and cannot restore or upgrade this database. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. Product Line Other, TAC INET, TAC Vista Environment SQL Server 2008, SQL Server 2005 and SQL Server 2000 Enterprise, Standard, Express, MSDE Cause You cannot restore a backup created with a newer version of SQL Server on an instance running an older version of SQL Server. Unfortunately, the error messages that are displayed may not always tell you that it is a versioning problem. Here are various combinations of SQL versions and there associated error messages: SQL Server 2008 R2 to SQL Server 2008 Msg 3169, Level 16, State 1, Line 1 The database was backed up on a server running version 10.50.1600. That version is incompatible with this server, which is running version 10.00.1600. Either restore the database on a server that supports the backup, or use a backup that is compatible with this server. Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. SQL Server 2008 R2 to SQL Server 2005 Server: Msg 3241, Level 16, State 7, Line 1 The media family on device [path of backup] is incorrectly formed. SQL Server cannot process this media family. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. SQL Server 2008 R2 to SQL Server 2000 Server: Msg 3169, Level 16, State 1, Line 1 The backed-up database has on-disk structure version 661. The server supports version 539 and cannot restore or upgrade this database. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. SQL Server 2008 to SQL Server 2005 Server: Msg 3241, Level 16, State 7, Line 1 The media family on device [path of backup] is incorrectly formed. SQL Server cannot process this media family. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. SQL Server 2008 to SQL Server 2000 Server: Msg 3169, Level 16, State 1, Line 1 The backed-up database has on-disk structure version 655. The server supports version 539 and cannot restore or upgrade this database. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. SQL Server 2005 to SQL Server 2000 Server: Msg 3169, Level 16, State 1, Line 1 The backed-up database has on-disk structure version 611. The server supports version 539 and cannot restore or upgrade this database. Server: Msg 3013, Level 16, State 1, Line 1 RESTORE DATABASE is terminating abnormally. Resolution Possibly the quickest and simplest solution may be to uninstall any software including SQL currently installed, then re-install any software along with the correct version of SQL. If this is not an option, then Microsoft does provide information on how to upgrade different versions of SQL. Links are provided below: How to: Upgrade to SQL Server 2005 (Setup) How to: Upgrade to SQL Server 2008 (Setup) Also check Software and Firmware compatibility matrix for older versions of the traditional product lines for supported Operating Systems and SQL versions.

Issue Thread size/standard. Product Line Field Devices Environment Pocket Well Pocket STP 50mm Brass  9121040000    Pocket STP 100mm Brass  9121041000    Pocket STP 150mm Brass  9121042000    Pocket STP 200mm Brass  9121043000    Pocket STP 250mm Brass  9121044000    Pocket STP 300mm Brass  9121045000    Pocket STP 400mm Brass  9121046000   Pocket STP 50mm Stainl.steel 9121050000    Pocket STP 100mm Stainl.steel 9121051000 Pocket STP 150mm Stainl.steel 9121052000    Pocket STP 200mm Stainl.steel 9121053000    Pocket STP 250mm Stainl.steel 9121054000    Pocket STP 300mm Stainl.steel 9121055000    Pocket STP 400mm Stainl.steel 9121056000 Cause This information is necessary if an adaptor or similar is required for installation. Resolution The thread is of cylindrical type, and follows DIN 228 and BSP (British Standard Pipe) which both are identical. Size of thread is G1/2. For additional information on Pocket materials, please see Sensor pockets material specification Stainless steel and Sensor pockets material specification nickel plated brass.

Issue Should automatic updates be turned on for Continuum workstation? Are there certain known issues of updates that have caused problems with Continuum or Webclient? Product Line Andover Continuum Environment Continuum Cyberstation Continuum webClient Server Windows 10 Windows XP  Windows Vista Windows Server 2003 Windows Server 2008 Cause Microsoft Windows has an automatic update feature and frequently releases updates which can potentially affect Cyberstation and Webclient Server. Resolution Automatic updates should not be turned on for a Continuum or Webclient workstation. The Continuum compatibility matrix indicates Windows Operating Systems, Windows Service packs, SQL Server, .Net and Internet Explorer versions that were tested by Quality Assurance at the time of product release. Continuum Quality Assurance does not perform regression testing where new Microsoft updates are tested with Continuum products released in the past. Product Support recommends setting Windows updates to one of the other two options to allow for testing of Microsoft updates: Additional details can be found at: http://support.microsoft.com/kb/306525 Download updates for me, but let me choose when to install them Notify me but don't automatically download or install them   There are several specific updates that have caused issues with Cyberstation or Webclient. This is not a comprehensive list. Occasionally updates will break certain features and we discover this from our internal testing or from reports from partners or branches. Here is a list of some updates that have caused issues. KB835732-  Pinpoint 1.52 crashes when installed on a machine and you are accessing graphics from a network share. If you remove the hotfix the problem goes away.  This is the same hotfix that caused the SmartHeap out of Memory errors that was fixed with SP5 for 1.6.  KB828741- IIS (Webclient) machines without this patch may receive “Unable to establish a link to the remote Infinity services” Webclient 1.73 - Any patches that will install .Net Framework 2.0 will cause problems with webclient 1.73 since we don’t start using .Net 2.0 until webclient 1.74. KB911280 - this update blocks the acc.scp script from setting controller to PPP mode. This will a cause a Cyberstation using RAS controllers to not allow a connection. It will authenticate, but not connect. KB928366 – Webclient machines that use .Net 1.1(Listed on the compatibility matrix) will receive the error "Could not connect to server cause; type missing for member of type object _context id'. Could not create acwppserverproxy."  when opening web pinpoint graphics.  Remove this hotfix or upgrade to webclient 1.74 or greater. KB929969 – this hotfix does not require a reboot by Microsoft, but can cause the Cyberstation install to fail, if the install is performed before rebooting after the installation of the hotfix. See the Technical bulletin. KB968749 - SQL Express install fails on XML6 SP2 See SQL Express install fails on MSXML 6.

Issue Procedure for installing PCC-10 or PCLTA20/21 network cards on a Windows 7 PC Product Line TAC Vista Environment Vista Menta LonMaker Windows 7 Cause Installation procedure differs from earlier versions of driver software. Resolution The PCC-10 and PCLTA-20/21 network cards work on Windows 7 (32 bit) PCs when the OpenLDV 4.0 driver is installed. This driver is installed automatically when Lonmaker Turbo SR4 is installed, but if this version of Lonmaker is not present the driver must be installed manually.  The latest drivers can be obtained from the Echelon download site: http://www.echelon.com/support/downloads Note: The PCLTA-20/21 card is only supported on 32bit windows operating systems. For 64bit systems use a NIC-USB as mentioned in this article: Computer will not recognize NIC709-USB. Install the drivers before fitting the card in the PC. Please note that OpenLDV4.0 requires .NET Framework 3.5 SP1.  This is not included as a subset of .NET Framework 4 or later, so must be installed separately.  You can have multiple versions of .NET framework installed on the same PC. The following description is for the PCLTA-21 but the PCC-10 is similar. To change the system image or perform diagnostics, you must go to Control Panel and open the Lonworks Interfaces application: Click Start on the taskbar, point to Settings, click Control Panel, and then open the LONWORKS Interfaces application. Click the PCLTA-21 interface in the list view on the left side of the user interface to display the interface's properties in the details pane in the right side. The details pane lists the PCLTA-21 card's system image and transceiver properties. To change the system image used by the PCLTA-21 card, click anywhere in the NI Application property, click the box to the right, and then browse to and select the desired system image from the LonWorks\Images\PCLTA21 folder. Note: For more information on configuring, testing, and diagnosing the PCLTA-21 network interface, see the LonWorks Interfaces online help.

Issue "An unexpected error occurred" shown while downloading a LonWorks device through a Xenta Server Product Line TAC Vista Environment TAC Xenta Server (511, 527, 555, 701, 711, 721, 731, 913) TAC XBuilder TAC Vista Server Cause There are a couple of reasons that you can get this error message. One is that SSL 3.0 is not enabled in Internet Options for the Windows user running TAC Vista Server. This will keep Vista Server from being able to download a Xenta controller using a Xenta Server.  It will also not let you download and XBuilder project to the Xenta Server, and you can not connect to the browser of the Xenta Server using Internet Explorer. The other reason could be, that while running Vista Server as a service, the Windows account running the service is Local System and that this account does not have SSL 3.0 enabled. This could also occur if you have enabled "System cryptology: Use FIPS compliant algorithms for encrypting, hashing and signing" in the local policy setting. Resolution Enabling SSL 3.0 Go to Control Panel and open Internet Options. Choose the Advanced tab and scroll to the bottom of the Settings list. Near the bottom you will see Use SSL 3.0.  Make sure the Use SSL 3.0 box is checked. Configuring the Windows account running TAC Vista Server Download the TAC Vista Run Mode tool and run it. Under the Service Logon section choose Local User for the Logon Type, select or write the Windows user name and password. It has to be the account you are currently logged in with, or another user having enabled SSL 3.0 and has administration rights. Restart the service.   Check the local security policy for FIPS Open Control Panel - Administrative Tools -Local Security Policy (or type secpol.msc in Start-->run) Go to Local Policies-Security Options Find System cryptology: Use FIPS compliant algorithms for encrypting, hashing and signing Change to disable, apply-OK Restart XBuilder

Issue Xenta Server reports it is in FAILSAFE mode without shorting out terminals 9 and 10. After connecting via HyperTerminal, restarting and trying to reset the IP address, the screen continues to scroll back to dsh/> Xenta Server has gone offline and can not connect directly to it using Ethernet. The Run light is flashing Green on first start up but then reverts to red and the LON light also flashes red. During boot up it pauses and reports an error (via HyperTerminal) in loading the RAM disk.  IP Address is set to 172.22.1.5 and can not change it.  Not able to load any firmware into the device – error received. "Error: Could not create remote directory." Product Line Satchwell MicroNet, TAC INET, TAC Vista Environment Xenta Server 527, 511, 555 Xenta Server 701, 721, 731 Cause Unknown corruption of the Xenta Server hard drive / flash drive, possibly due to electrical noise. Resolution To attempt to recover this device, try to format the device’s flash drive. To achieve this you can follow these steps using HyperTerminal or an equivalent application: (For further assistance with connecting to Xenta Servers and HyperTerminal refer to Connecting a serial cable to a Xenta 5/7/9xx controller).   Login and type the command FORMAT.  (May require device to be placed physically into the fail-safe mode by shorting terminals 9 and 10). The format command can take up to 3 minutes to complete but you should see the confirmation through HyperTerminal while this is occurring. If you have placed the device into Fail-safe mode, remove the link on terminal 9 & 10. Restart the device, by either cycling the power or typing the command RESTART through HyperTerminal. Set the IP address and IP settings (command SETIP). Install the latest firmware. You can download the latest firmware from The Exchange Extranet; ensure that you use the correct version since there various versions for the Xenta Servers. Run the firmware download to the device. During the download you may receive an error regarding "Failure to get the hardware version from the target device…", select OK Continue the installation The download will then occur, it will take some time and may appear that the software is not responding but this is normal. Be patient and if you don’t receive any errors then all should be ok. The device should now restart, after a 1-2 minute window the “RUN” LED should be a solid green. If after following these procedures, the device is still not responding as expected please send into Repairs via your normal repair process.

Issue Once the occupied cooling and heating setpoints are written from a BMS, the user is not able to change the setpoint from the room controller Product Line EcoStruxure Building Expert, EcoStruxure Building Operation Environment Automation Server Enterprise Server SE8000 Series Room controller Viconics branding VT8000 Series Multi Purpose Manager (MPM) BACnet Cause By default, the occupied setpoint value is written to Room Controller with priority level 16 by the BACnet front end. Attempting to change the setpoint locally using the up and down arrows on the SE8000 Room controller will not be allowed since the Room controller uses the relinquish value internally (priority 17) which will be automatically overwritten by the BACnet front-end. Resolution The work around is to release the BACnet front-end control over the BACnet object using a LUA4RC script. The script can be uploaded using one of the following two methods: 1 - Uploader Tool A USB cable is required to upload the script. The uploader tool can be downloaded from the Exchange Download Script Download Uploader Tool   2 - BACnet The script can also be directly uploaded via BACnet using the "Description" field as shown in the image below if (ME.AV92 == 6 or ME.AV92 == 7) then ME.AV39_PV[16] =nil ME.AV39_PV[10] =nil ME.AV40_PV[16] =nil ME.AV40_PV[10] = nil ME.AV92_PV[17] =0 end Where, ME.AV92 is the Keyboard value ME.AV39 is the Occupied Heating Setpoint ME.AV40 is the Occupied Cooling Setpoint Using this method, the script can be uploaded to multiple SE8000 Room Controllers by following the steps in Bulk Lua4RC upload via BACnet (Mass upload) For more information about Lua4RC, refer to the Lua4RC Programming Guide

Issue The ETL job configuration tool freezes when running the load sources task under the mappings tab. Product Line EcoStruxure Building Operation Environment Extract Transform Load Administration Tool (ETL) Power Manager for SmartStruxure EcoStruxure Web Services (EWS) Enterprise Server Automation Server Cause The ETL default HTTP query size is set to 10 which in some cases can impact the performance of the tool. Resolution Make sure that you read through Energy Expert (Power Manager for SmartStruxure): Best Practices. This article will provide a lot of tips to avoid issues or improve system performance. ETL locks up while loading sources Adjust the HTTP query size to a higher value. This will reduce the number of queries between ETL and the SBO Server. Close ETL. Go to the location where ETL is installed. The default path is C:\Program Files\Schneider Electric\ETL X.X (SBO to PME). Under the Jobs folder there is a project file named "JOB_ETLProjectName.xml". Open this XML file with a text editor. Search for the setting called "ContainerQueryBatchSize". It is set to 10 by default, change it to 100 and save the job. Open the ETL user interface again and try running the Load Sources task. The folder count at the bottom of the screen will increase slower then before because each call is gathering ten times as much data. Note: If the ETL tool locks up again with the query size set to 100, try other values until it is able to complete the task such as 50, 25, etc. ETL takes a very long time to load sources When dealing with very large systems it can take hours for ETL to search through the entire database for all trends. To help reduce the searching time filters can be created to restrict what is exposed to EWS. Go to the System folder EcoStruxure Web Services > EWS Server Configuration. Click on the Filter Hardware Folder tab. Under the "Filter Hardware Folder by Path" section, click on the green addition symbol. In the pop up window, name the path filter and click create. Select the newly created filter path and click on the edit symbol. Enter the path of the folder or item in the database that you want to exclude from EWS. Click Okay. Note: All filter paths created here will NOT be searched by the ETL tool. Save changes. Once the ETL tool has loaded sources and the project has been created, the EWS filters may be removed.

Issue Continuum supports different Wiegand card formats and Custom formats, what is the largest card number that can be used? Product Line Andover Continuum Environment ACX57xx (ACX5740, ACX5720) AC1, AC1-A, AC1 Plus ACX780, ACX700 Custom Wiegand - AccessFormat Array Corporate 1000, 26 bit, 32 bit, 37 bit. Cause When ordering access cards and configuring personnel you need to know the maximum numbers allowed. Resolution When configuring a Personnel object the maximum card number that can be entered is 4,294,967,295 the largest 32 bit number. This is the largest possible card number when working with Custom Wiegand. The maximum site code that can be used is 65,535 the largest 16 bit number. Other Wiegand formats: Continuum 37 bit: (Also known as Infinity 37) Card number range: 1 - 524,287.  Site Code range: 1 - 4,095 Note: This is a proprietary format and further format details are not available. Continuum 32 Bit (old format, not recommended for new sites): Card number range: 1 - 8,191.  Site Code range: 1 - 2,047 26 Bit open standard: Card number range: 1 - 65,535. Site Code range: 1 - 255 Corporate 1000 standard: Card number range: 1 - 1,048,575. Site Code range: 1 - 4,095 NOTE For custom formats the maximum format must not exceed 64-bits (i.e. start/end bit of the site code, card number, etc.) See Which HID card formats are supported by Continuum?.

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 Error: "Could not create remote directory" or "Failed to establish connection with the target device" when trying to upgrade/downgrade a Xenta 5/7/9xx controller     Product Line TAC INET, TAC Vista, Satchwell MicroNet Environment Xenta Servers Xenta 511, 527, 527-NPR, 555, 701, 711, 721, 731, 913 XBuilder Cause This error can be caused by any of the following reasons: Trying to downgrade a Hardware version 2.x Xenta Server device to System Program version 2.10 or older Internet Options are configured to use a proxy server IP communication is not properly established due to incorrect IP settings, a bad cable or a faulty device The controller is 5.1.8 or lower and Microsoft KB 2661254 or KB 2661254-V2 is installed on the PC. In this upgrade Microsoft has changed the criteria for the certificate Key. Service packs are available on the extranet to correct this issue. Download blocked because of other Windows updates SSL 2 and 3 is not activated Resolution First, establish that the System Program that you are attempting to load is compatible with hardware version of the device. The older HW 1 versions can be upgraded to System Program 5.1.2 or older. Only system program versions 2.2.0 and newer can be loaded into devices that are hardware version 2.X. Hardware Version System Program 1.0 5.1.2 or older 2.X 2.2.0 or newer 3.X 5.1.6 SP1 or newer Note: Hardware version 1 devices are not labeled as HW 1 since only one version of hardware existed at the time. Hardware devices can be identified by the lack of any hardware version printed on the Neuron ID sticker. Note: If running the firmware update software, ensure you are running as an administrator. Next, check to verify that IP communications are configured properly and are functional: Check the IP address defined in XBuilder Verify a good connection to the IP port of the controller (10Base-T port on the far right) with a crossover cable. If that is all good, then a reformat of the controller may be necessary. Connect via Hyperterminal to the unit and at the dsh> prompt type format and press enter command . This will recreate the directory structure of the controller and allow you to attempt the upgrade/downgrade again. Finally, verify that the Internet Options are not configured to use a proxy server or, if they are, temporarily change them as follows: To temporarily change this setting follow these steps: In Internet Explorer select the Tools Menu and select Internet Options. Or select Internet Options from your Control Panel. Go to the Connections tab. Click the LAN settings button. Uncheck the Use a proxy server for your LAN box. Click Ok in the LAN settings window and the Internet Options window. Complete the System Program download. Return to the Internet Options window and re-check the Use a proxy server for your LAN box in the LAN Settings found in the Connections tab. Another Matrix explaining the compatibility of each with Vista versions can be found in Xenta-Server-firmware-versus-Vista-Server-versions If you have the Xenta FW 5.1.8 or lower and KB 2661254 or KB 2661254-V2 were installed during a Windows Update you will need install the service packs. These new service pack builds have been released and are available on the extranet. See TPA-VSTA-12-0028.00 - TAC Xenta Servers, Not Possible to Download Firmware for more info. Another issue has been reported to support relating to the bit length of the Xenta server boot certificate. The Xenta server installer uses a 512 bit key length of the boot certificate, and Windows in some instances can be configured for a 1024 bit length certificate. If the issue still exists after removing the above mentioned Windows Updates, or if you are getting this error and the Windows Updates are not on your machine. Download the attached tool, Allow Weak Certificates.zip, and execute the file, chose "Allow Weak Certificates", and "Update".   Here is what the tool set: Windows Registry Editor Version 5.00 [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Cryptography\OID\EncodingType 0\CertDllCreateCertificateChainEngine\Config] "EnableWeakSignatureFlags"=dword:00000002 "minRSAPubKeyBitLength"=dword:00000200 If taking the preceding steps fails to resolve the issue then see the following articles for additional steps that can be taken: Xenta Server "Run" light is solid red, with no communication via Ethernet,  Fail to upgrade the TAC Xenta Server system software (firmware)  An unexpected error occurred while downloading using a Xenta Server

Issue When SmartStruxure and TAC Vista is installed on the same PC, the license system for one of the products doesn't work properly and you get no license. Product Line EcoStruxure Building Operation, TAC Vista Environment Flexera license system Cause SmartStruxure and TAC Vista uses the same license system vendor and also the same vendor daemon. That causes a conflict, and a special configuration is needed. Resolution To move a TAC Vista license to the EcoStruxure Building Operation(EBO) license server See video:       Or follow the steps below: Disable TAC Vista's license server and host the TAC Vista licenses in the SBO license server. Stop and disable the service "TACLicenseServer". This is done through "services" (Start-->run-->services.msc) on the PC. Make sure the correct license setup is made for TAC Vista. Refer to No license after reboot when TAC Vista Server (TACOS) runs as a service for further explanation. Create a folder for the TAC Vista licenses as a subfolder in the SBO license server installation folder. Give it the name "licenses" and place all TAC Vista customer licenses here. Do not place demo licenses in this folder. Open the SBO license server web page (http://localhost:8888) preferably with Chrome or FireFox Click on "Administration" Sign in using "admin" as user name. If you have logged in before, use the password you have defined. If not, enter "admin" as password and create a password as indicated in step 6a and 6b. If it is the first time you log in, enter a new password and click "Save". If it is the first time you log in, now click "OK". Click on "Vendor Daemon Configuration" Click on "Administer" Click the field "License File or Directory" and enter the folder name "licenses" on a new line. Scroll down and click "Save" Restart the SBO license service (Building Operation 1.6 License Server) Additional notes If your TAC Vista license is locked to a dongle, you need to replace the SBO vendor daemon file (taclic.exe) with the on from the license server hotfix produced for TAC Vista 5.1.9. Please contact Product Support Services for assistance and refer to this article.

Issue Netcontroller is running slowly or occasionally goes offline (bCX NC2 ACX CX) Product Line Andover Continuum Environment Continuum Netcontroller, Net Controller, Infinet, MSTP, Bacnet, Xdriver, x-driver Cause There are various reasons why the operation of one or more Netcontrollers and or attached controllers is slow and/or goes offline occasionally.  This guide is primarily to help collate the right information which may identify the issues.  If the reason cannot be identify then this information can be provided to support for further analysis. Resolution General troubleshooting techniques should be used. Define the exact problem. What exactly is slow? eg. Sending to the controller or its connected devices, opening or refreshing graphics, opening or refreshing points, updating Xdriver points, saving programs, creating new points. Is the controller slow from all cyberstations? Is the controller always slow? If not then try to find what makes it go slow, it is time related? Can certain steps be taken to cause the slowness or offline to happen? Get a screen capture of any errors. Gather site information. Continuum version, Continuum hotfixes and service packs applied, number of Cyberstation. Cyberstation operating system, details of Ethernet network and subnets used, with BBMD information of Bacnet sites (Asbuilt or a spreadsheet with IPs, etc.) Continuum Analyzer report, site controller map or spreadsheet or text dump Check the PCs running Cyberstation, do they meet the system specifications? Gather controller information What is the Scan rate? Is the controller time sync. correct? How many objects are on the controller, how many programs are running? What is the firmware version of the netcontroller and b3 or i2 controllers? Ethernet connection - Is the controller on the same subnet as the Cyberstations? A wireshark trace may help to establish the quantity of traffic on the Ethernet (See Using WireShark to analyze communications on an Ethernet network) Comms Ports - XDriver being used? What is on the comms ports? Xdriver (how much communications, points etc) Comms Ports - Bacnet MSTP - How many b3 controllers? How much extended logging? How many alarms being sent? How many 3rd party devices? Look at bacnet settings, how many values are being sent across the network? Check COV settings. Try removing the MSTP cable from the bCX (there could be an issue with an MSTP device causing the bCX to go offline/go slow) Comms Port - Infinet - How many infinet controllers? How much extended logging? How many alarms being sent? Look at infinet settings, how many values are being sent across the network? Check port reconfigs and errors. Try removing the infinet cable from the NetController (there could be an issue with an infinet device causing the NetController to go offline/go slow) Comms Port - other. Again try removing the comms cable from the NetController (there could be an issue with a device on this network causing the NetController to go offline/go slow) Run the Controller error log tool to gather the controller errors See Gather Continuum Controller error logs if requested by Product Support for troubleshooting If the controller goes offline, run the alarm listview.  Does it line up with the Controller error log? Check the CPU LED flash rate on all connected devices (i1, i2, b3 etc) as Can't bring bCX online in Continuum but do get a response to pinging its IP address, also the RD and TD LEDs should be checked for anything unusual This guide is primarily to help the on site engineer by helping them to assess the site. If there is still a need to contact support, please review and record as many items above as possible and send them to the case owner.  Further tests can be carried out including an ACCtrace to determine if the restriction could be at the Cyberstation, See How to capture Continuum Cyberstation activity using ACCTrace NOTE: Ensure all Cyberstations, Controllers and other laptops used for logging are in time synchronization before recording any logs. If it is believed there is an issue with the Infinet or MSTP network see Infinet and mstp bus troubleshooting If it is believed the problem is with extended logging see Extended Logging gaps, performance and load balancing It is possible that something connected to the controller causes the controller to go offline, try disconnecting all other cables and connections to the controller and then re-testing Where a controller is offline when connected directly to a PC/Laptop, try resetting the IP address, otherwise the controller will probably need replacing. NOTE Disconnecting all networks from the NetController is often a good starting point (reconnected IP/Ethernet cable)  

Issue What is the unit load (UL) of the SpaceLogic SP90 PIBCV Actuators that will help me to calculate how many SP90 PIBCV Actuators can be added on ComA and ComB of a SmartX Server. Product Line EcoStruxure Building Operation, Field Devices Environment SpaceLogic SP90 PIBCV Actuator SmartX Server Cause Require the Unit Load (UL) of the SpaceLogic SP90 PIBCV Actuator to calculate the number of actuators allowed on the RS-485 network.  Resolution The Generic application note AN01 can be applied with answers to the transceiver interface attributes below. The SpaceLogic SP90 PIBCV Actuator range uses the SN65HVD1780DR transceivers which are a failsafe transceiver (not requiring bias) and reduced 1/10 UL. In addition, there are no local bias resistors and therefore the 1/10 UL of the transceiver would be the total UL presented to the bus by the SpaceLogic SLP Room Unit. Transceiver Xcvr Unit Load Xcvr Failsafe Adaptor Circuit Bias Circuit Bias Load Total Unit Load Isolated 485 Bus SN65HVD1780DR 0.1 Yes None None 0.1 No Based on the above the total number of devices can be calculated as 32/0.1 = 320. The BACnet MSTP standard specifies that the address range for BACnet master devices is 0-127 and therefore a SmartX Server is limited to 127 devices per com port (254 total per Server) so this should effectively be the limiting factor. However, the documentation recommends using only up to 64 devices with the same RS-485 transceiver, or 32 devices with different RS-485 transceivers.   Since the SpaceLogic SP90 PIBCV Actuator does not have an isolated RS-485 interface it conforms to Generic RS-485 Network Device Configuration 1 in EBO Webhelp.  A network consisting of only SpaceLogic SP90 PIBCV Actuators should only require a 120-ohm termination resistor at each end of the bus and not require any bias resistors. Also, check out the SmartStruxure-RS485-Controller Unit Load Quick-Help video on the Exchange.

Issue Configuring the Workplace Tech encrypted LON Tunnel Client  Product Line TAC IA Series Environment I/A Series WorkPlace Tech 5.9.4 Click for WorkPlace Tech 5.10.4 information I/A Series N4 Jace Cause How to handle the encrypted LON tunnel for single and multiple LON networks.  Understanding possible errors during tunneling. Resolution The following video will help us, Apply the Encrypted LON Tunnel in an N4 Jace Configure the Tunnel Client for use with multiple LON Networks on a single Jace Recognize a Timeout Error and how to handle it

Issue Is JSON supported in a web service environment? Product Line EcoStruxure Building Operation Environment Web Services JSON StruxureWare Building Operation Cause Many third party application only communicate JSON. Resolution JSON is not a supported format in StruxureWare Building Operation as an HTTP response in Generic Consume. Only Simple XML Web Service and SOAP Web Service are supported. It must be an XML document. There is a tool developed on the Community to automatically convert the JSON response from a Web Service to XML, and though it is not officially supported by PSS, it has proven to be a valid work around. Refer to SBO - Web Service through a Proxy, JSON and Image conversion.