Building Automation Knowledge Base

Issue Windows System Information may be requested by Technical Support to assist with a reported issue. Product Line All Product Lines Environment Microsoft Windows Operating System Cause Unspecified cause. Resolution Press WINDOWS + R on the keyboard of the Windows system that you wish to obtain the report from. The Windows key is usually located between the CTRL and ALT keys and has a picture of a flag on it. Type Msinfo32.exe and click OK The System Information tool will start. Click on File > Sav When prompted, save the *.nfo file to an accessible location. Email the *.nfo file to your support representative.    Note: This application can also be accessed from Start, All Programs, Accessories, System Tools, and System Information. Using this method will open the System Information for XP and Windows 7, 32 and 64-bit computers. Refer to: Description of Microsoft System Information (Msinfo32.exe) Tool

Issue AutoCAD wiring symbols for I/A Series MicroNet LON controllers (MNL) Product Line TAC IA Series Environment I/A Series Micronet LON controllers (MNL) Cause The files are not available on the Download Centre Resolution The files can be downloaded from here.

Issue I/A Series R2 station installed on a JACE-645 retrofit board (TRD-RB-645) fails to run with the following errors Product Line TAC IA Series Environment JACE-645 Retrofit Board (TRD-RB-645) I/A Series R2 version 2.301.535.v1 I/A Series G3 version 3.6.406 Cause The R2 station has not been upgraded to R2 version 2.301.535 using the dbadmin command in the Niagara console. There are errors when converting the upgraded XML version of the station to SNS.  Resolution Ensure that the R2 station is upgraded as per step 3 on page 4 of the Retrofit Board Niagara R2 Install & Startup Guide before copying the station into the JACE-645 retrofit board. 

Issue I/A Series G3 Workbench License Manager build 3.8.37 will not automatically import from the License Server even when the connection to the Internet is active.  The result is the display of the Request License dialog box that provides the host ID and email information for Schneider Electric. Product Line TAC IA Series Environment I/A Series G3 Workbench 3.8.37 Cause The issue is related to a setting within the brand.properties file included with the 3.8.37 install.  This setting enables or disables the online license server request function within Workbench.  The setting was inadvertently set to disabled (false). Resolution The issue can be easily resolved by changing the setting by one of the two methods shown below. Method 1 - Replace existing brand.properties file with an updated version Close Workbench Download the following zip file with the updated brand.properties file > brand.properties Use the Windows Explorer and navigate to the lib directory under the niagara-3.8.37 directory Extract the updated file from the zip and replace the existing brand.properties file Method 2 - Manually edit the brand.properties file Close Workbench Use the Windows Explorer and navigate to the lib directory under the niagara-3.8.37 directory. Open brand.properties using a text editor such as Notepad Carefully edit the following line changing the false to true:      license.onlineRequest=false ... update to license.onlineRequest=true Save the file Workbench will now import licenses from the license server.

Issue I/A Series Micronet LON controllers (MNL) SNVTs list Product Line TAC IA Series Environment I/A Series Micronet LON (MNL) controllers Cause The SNVTs available in an I/A Series MNL controller are not listed on the datasheets.  Resolution The SNVTs list for various MNL controllers' LonMark profiles can be found in the WorkPlace Tech 4.0 Engineering Guide appendix B. 

Issue I/A Series R2 oBIX User Guide Product Line TAC IA Series Environment I/A Series R2 oBIX driver Cause The R2 oBIX User Guide is not installed with I/A Series R2 version 529 and earlier. It is available with the installation of I/A Series R2 version 532 and later.  Resolution Niagara release 2 oBIX User Guide

Issue Unable to add an Automation Server into the Device Administrator via IP. Error seen - Could not logon to server x.x.x.x This can be caused by providing the wrong password or the password has expired on the server.  If the password has expired, log on to the server using WorkStation and change the password. Product Line EcoStruxure Building Operation Environment Building Operation Device Administrator Building Operation Workstation Building Operation Automation Server Premium Building Operation Automation Server Bundled Building Operation Automation Server Cause Failed attempts of connecting to an AS-P, AS-B, or any IP controller with device admin will trigger the EBO security feature of SSH console lockout. This security feature defaults to 15 minutes and since the device admin uses SSH for communication, it will not allow the connection to an automation server while in this lockout state.  Resolution If a site is experiencing communication issues, then the SSH console lockout could be going into effect before a good connection is established. Reducing the SSH console lockout time period will allow for a connection to be made sooner without waiting out the default setting of 15 minutes. Use Workstation to log in to the server experiencing the issue. Go to Control Panel. Click on "Security settings" under the Security and Communication title. Locate the "SSH Console Lockout" configuration setting and adjust the lockout time to a shorter duration such as 1 second. Click Save. Open Device Administrator and add the Automation Server using IP.

Issue The OrOr object in MNB controllers always reports that it is "ON". Product Line TAC IA Series Environment I/A Series WorkPlace Tech I/A Series MNB Controllers  Cause  Input to the OrOr object is inverted and has nothing attached to it. When an "OR" input property of a logic object is inverted with nothing attached to it, the input will be seen as an "Off," resulting in an output of 100. Resolution If the input of an OrOr object is not connected to I/A Series BACnet controller, an "OR" input should not be inverted.   If another object outputting a "NA" is attached,  the "OR" input will function correctly.

Issue What hardware is required to connect directly to a BACnet/MSTP trunk containing just MNB controllers? Product Line TAC IA Series Environment I/A Series WorkPlace Tech I/A Series WorkPlace Tech Commissioning Tool I/A Series WorkPlace Tech Balance Tool Cause Replacement for the previously recommended adaptor, the B&B Electronics model USOPTL4. Resolution Purchase the following part: MNB-ROAM-IA.  This is used in conjunction with WorkPlace Tech.

Issue As of EBO 4.0.1.86 it is not possible to bind to the "Restart" property of a b3/Infinet Script program Product Line EcoStruxure Building Operation Environment Building Operation - Continuum Interface Cause Unable to bind directly to the "Restart" property of b3 or Infinet Script program. Resolution While the issue may be resolved in a future version of EBO there is a simple workaround. The workaround consists of binding via an intermediate value object.   EXAMPLE: A b3/i2 program (MasterProg) needs to run a second b3/i2 program (SlaveProg).   Create a digital value in the device (ProgReStart), Instead of binding in MasterProg directly to the Restart property of SlaveProg, bind to the value of digital value ProgReStart, then bind the value of ProgReStart to the Restart property of SlaveProg.   Here are the resulting bindings for the intermediate value object (ProgReStart)     The sequence will then be as follows: 1. When MasterProg needs to run SlaveProg, it sets its output binding (bound to the value of ProgReStart) to 1. 2. Upon a change in its value from 0 to 1, ProgReStart will then set the Restart property of SlaveProg to 1 causing it to run.   NOTES 1. Do not use Active/Inactive, it won't work, must use 1/0 instead. 2. MasterProg will need to reset ProgReStart to 0 before running SlaveProg a second time

Issue What actions should be taken if the alarm "Missing response from server" appears in the Enterprise Server? Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation 2.0 and later versions Cause ES/EC is waiting for a response from another server(most likely AS/AS-P/AS-B) for more than 120 minutes. Might lead to deadlock and starvation of resources. Can potentially replicate through the system and affect other servers. Examples of problems that could occur are: Values in graphics that reside in a sub server (most likely AS/AS-P or AS-B) are not updating.  Not possible to login to ES/EC Resolution Acknowledge the alarm "Missing response from Server" If not triggered again after 15 minutes then it is not a problem anymore (or at least less likely) If triggered, then continue below In the Alarm view, locate which server the alarm "Missing response from Server" comes from and log in directly to that server. Is the server responding? If not, restart the server. If it is responding, unplug the network cable to the server for a few minutes. Plugin the cable again and acknowledge the alarm. If it triggers again after 15 minutes, then Take 2 core dumps on the server (for investigation of why this problem occurred). Contact your local Product Support contact for instructions on how to do that. Restart the server (should fix the problem)

Warning Potential for Damage/Loss: The steps detailed in the resolution of this article may result in a loss or damage of data/hardware 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 your local support for assistance. The self manufacture of this product precludes any warranty or liability to Schneider Electric.    Issue HHC-USB-IF replacement cable for I/NET Hardware is no longer available, can we make or get details of how to manufacture this cable.   Product Line TAC INET Environment I/NET Hardware Hand-Held Console  Cause The product is no longer available.   Resolution Details of how to manufacture this cable including components are shown in the HHC-USB-IF-331180rA.pdf.

Issue String Bindings between Infinet Controllers fail Product Line EcoStruxure Building Operation Environment Infinet Controllers I2 Controller String Transfer Cause Direct string transfers between Infinet Controllers were possible in Continuum (via an import PE Program), but not in EBO via Script Program Resolution Following a Continuum Conversion, direct string transfers (via an import PE Program) downloads correctly but the Strings do not update. This type of transfer is not seen often, but was possible in Continuum. See the Knowledge Base article Passing InfinityString object between Continuum controllers Details in "Infinet Troubleshooting" in "Technical Reference Guide" from version 4.0.2 Also see WebHelp The workarounds are Bind string values direct (object to object), but this will force an EBO transfer via the ASP, so if the AS is not available the transfer will fail. Also more bandwidth is used. Rewrite the script to avoid using string transfers, by using numerical Objects

Issue Upgrading Visio. Should WorkPlace Tech be uninstalled first? Product Line TAC IA Series Environment I/A Series WorkPlace Tech Cause Software upgrade Resolution Un-install both WorkPlace Tech and Visio.  Then install Visio following the instructionsWorkPlace Tech Installationand Workplace Tech 5.10.4 Release Notes 

Issue When attempting to run standalone WorkPlace Tech the following message is displayed. After attempting to launch Microsoft Office Visio, WorkPlace Tech was unable to access Visio functionality. Product Line TAC IA Series Environment Workplace Tech version 5.8.X and 5.9.X Microsoft Windows 7 and Windows 10 Microsoft Office 2013 and Office 2016 Microsoft Visio 2010 and 2013 Other versions of Office and Visio may apply.  These have known issues corrected by this procedure Cause A non-approved version of Microsoft Visio (Visio 2013/2016) was installed. Microsoft Visio 2013/2016 was uninstalled and replaced with Microsoft Visio 2010 SP2. It is suspected that the uninstall of Microsoft Visio 2013/2016 left behind files causing this issue. Resolution Uninstall Workplace Tech, Visio 2010 SP2, and Office 2013 and reinstall the software in the following order: Microsoft Office 2013 or Office 2016 Microsoft Visio 2010 SP2  Workplace Tech 5.8.X or WPT 5.9.X Run Visio standalone, shut it down, and then run WorkPlace Tech.

Issue When importing an application file created or previously edited with release 3.2sp1 of WorkPlace Tech, a "Workplace Tech Tool - Visio" error window is displayed:  "Cannot find the WorkPlace Tech add-ons for Visio.  WorkPlace Tech functions will be unavailable" Product Line TAC IA Series Environment WorkPlace Tech Tool software release 5.7.4 WorkPlace Tech application file created or edited with WorkPlace Tech Tool software release 3.2sp1. Cause The Visio stencil pages referenced in the application file cannot be found in the location specified in the application file. Resolution This is not a fatal error.  It occurs because WorkPlace Tech cannot locate the Visio object stencil files referenced in the existing application drawing file.   Click the [OK] button to ignore the error message and continue with the application file upgrade.  The error message is displayed because the default location for the stencils has been moved starting with WorkPlace Tech version 5.7.4.  During the application file upgrade, the proper stencils, as specified in the original application file, will be located and attached to the application. After clicking the [OK] button, WorkPlace Tech will display a Windows message box indicating that the application must be converted to WorkPlace Tech (WPT) 5.0 format before it can be modified or downloaded.  The message ends with a prompt asking the user if they would like the application converted.  Clicking [Yes] will allow WorkPlace Tech to process the application file and convert it to the current file format.  This is the required choice if the user intends to use the imported application in the current version of the WorkPlace Tech Tool software. Clicking [No] will bypass the conversion leaving the incompatible application open in WorkPlace Tech. Clicking [Cancel] will abort the import process.

Issue The BACnet object goes into fault when writing a NaN to an MNB controller. Product Line TAC IA Series Environment I/A Series MNB VAV I/A Series MNB 70 I/A Series MNB 300 Cause Firmware 1.424 and higher responds to receiving a NaN with an Error: "value out of range".  In firmware 1.420 it would accept the NaN and respond with a normal acknowledge message.  This is a result of a change required for BTL compliance. Resolution A slight setup change can accomplish the same result without causing the object to go into fault.  In the ENC edit the properties of the AVSPP object and set the fallback to "null".  Go to the slot sheet of the object being overridden to hide the "Set" option.  This will prevent the operator from attempting to send a NaN that causes the fault.  When a right-click override is performed only the emergency (priority1) and Override (priority8) choices are displayed.  When the override expires or the object is manually put back into “auto” the “fallback” value is output which is “null” and that is accepted at the controller and serves the same function as sending a NaN.

Issue Cannot access SP-C web interface due to TLS error. Chrome error: ERR_SSL_VERSION_OR_CIPHER_MISMATCH Edge error: ERR_SSL_VERSION_OR_CIPHER_MISMATCH Firefox error: SSL_ERROR_UNSUPPORTED_VERSION Product Line EcoStruxure Security Expert Environment Security Expert Controller (SP-C) Cause As per the table below, SP-C with OS  2.0.24 or lower does not support TLS 1.2.  A modern web browser will block access to sites that use TLS 1.0 or 1.1.     Resolution  If TLS 1.2 support is required, an OS upgrade to 2.0.25 or higher is required: Upgrade the controller's firmware to a version that supports HTTPS, as explained in:  AN 314 Security Expert - HTTPS Connection to the Security Expert Controller - Integration Guide If the current SP-C OS version is 2.0.24 or lower, contact Schneider Electric support to acquire the upgrade package and further documentation.

Issue Details on how Modbus IP Multiple Queries and Multiple Query Packets work Product Line EcoStruxure Building Operation Environment Building Operation SmartX Servers Modbus IP Cause Understanding of how the Modbus synchronous and asynchronous transport layers differ. Resolution By default, the Multiple queries is Disabled, this is the synchronous transport layer. To enable the asynchronous transport layer the Multiple queries must be Enabled within the Modbus TCP Network properties as shown below. Setting to "Enabled" allows multiple queries (packets) to be sent to multiple Modbus devices, thus reducing wait times.  It also enables further settings in the Modbus Device properties "Maximum concurrent queries" and "Multi-query packets".   The maximum concurrent queries and multiple-query packets as shown below are configurations for the Modbus asynchronous transport layer. The Maximum concurrent queries setting is only enabled if the "Multiple queries" is enabled in the Network Properties. When enabled, this allows the "concurrent queries" to be sent as a single packet.     Modbus Synchronous Transport Layer Each Modbus query is sent out one after the other. Before sending out the next query the transport layer waits for a specified period for the previous query. Example Poll Sequence Device No. Objects 1 2 2 1 D=Device, Q=Query, R=Reply D1 Q1 Send D1 R1 Receive  D2 Q1 Send D2 R1 Receive  D1 Q2 Send D1 R2 Receive  If it takes 1 second for the device to reply, then this sequence would take 3 seconds. Modbus Asynchronous Transport Layer With the asynchronous transport layer enabled, the queries are transmitted to multiple devices at the same time. The maximum number of queries that are transmitted to that one device is controlled by the “Maximum concurrent queries” setting. The “Multiple-query packet” specifies whether the queries are transmitted in one TCP frame or not. Simple Example Poll Sequence Device No. Objects Multiple-query packet Maximum concurrent queries 1 2 False 1 2 1 False 1 D=Device, Q=Query, R=Reply D1 Q1 Send D2 Q1 Send D1 Q2 Send D1 R1 Receive  D2 R1 Receive  D1 R2 Receive  If it takes 1 second for the device to reply, then this sequence would take 1 second Complex Example Poll Sequence Device No. Objects Multiple-query packet Maximum concurrent queries 1 10 True 5 2 4 False 2 D=Device, Q=Query, R=Reply D1 Q1, Q2, Q3, Q4, Q5 Send D2 Q1 Send D2 Q2 Send D1 R1, R2, R3, R4, R5 Receive  D2 R1 Receive  D2 R2 Receive  D1 Q6, Q7, Q8, Q9, Q10 Send D2 Q3 Send D2 Q4 Send D1 R6, R7, R8, R9, R10 Receive  D2 R1 Receive  D2 R2 Receive  If it takes 1 second for the device to reply, then this sequence would take 2 seconds   NOTES The use of this feature should be avoided before EBO v3.1, there is also a defect in EBO v3.2 that means v3.2.3.5000 should be used (minimum) Some Modbus devices do not support multiple queries or multiple query packets, so the feature should be tested on an individual basis. (Some devices may even go offline until manually reset) This feature will increase the CPU usage on the EBO server. It should be avoided on EBO Servers that are already heavily loaded This feature also has the ability to reduce the system stability, it is usually better to optimize the use of Modbus Register Groups to increase performance

Issue How to discover MNL Lon devices or other Lon devices in an SmartStruxure Automation Server. Product Line EcoStruxure Building Operation Environment Building Operation Workstation Building Operation Automation Server Cause Use the below instructions when you need to find all Lon devices on a Lon network. Resolution To discover a LonWorks device In WorkStation, in the System Tree pane, select the server that is connected to the device you want to discover. Click the Device Discovery view. In the Select device type box, select LonWorks. Select the Devices folder. Right click on the Devices folder and take "Scan network for devices" In the Device Discovery view, ensure that the LonWorks device is displayed in the Devices folder. This may take up to 5 seconds. Drag the discovered device to the System Tree pane: Drag to an existing device to associate it with the discovered physical device. Drag to the LonWorks network to create the device.   NOTE: You cannot drag a standard MNL LonWorks device to the System Tree pane if the discovered device is in an unconfigured state For more information, refer to the Creating and Configuring a LonWorks Network with MNL LonWorks Devices [102423].pdf document