Building Automation Knowledge Base

Issue Require method on how to Arm and Disarm an Area by Triple Badging at the Door. Product Line EcoStruxure Security Expert Environment Security Expert Cause Require Door to be controlled by a Schedule but also to allow a valid User to override the Schedule with three consecutive valid badges. Resolution Required Objects virtual Output - Flag to control area status (v_TB_AreaArmedFlag) Area - Area to control (TB_Inside_Area) Programmable Function - Arms Area when virtual output ON (TB_Inside_Area_Arm_PF) Programmable Function - Disarms Area when virtual output OFF (TB_Inside_Area_Disarm_PF) Schedule - Operating hours of Area (TB_Schedule) Door - Door to control Area status (TB_Entrance_Door) Configuration Create virtual Output v_TB_AreaArmedFlag. Set Module Type to Output (PX) and Module Address and Module Output channel to ones that do not exist. virtual Output On the Reader Expander > Reader 1 tab - Set Reader 1 Arming Mode to Toggle Function Output on 3 Reads Set Reader 1 Function Output to v_TB_AreaArmedFlag Reader Expander - Configuration Under Reader Options section set Allow Reading Opened/Unlocked. Under Misc Options section set Allow Access When Area Armed Reader Expander - Misc Options On the Doors > General tab - Set Area Inside Door to to TB_Inside_Area - Set Unlock Schedule to Never Door - General On the Options tab under Door Options 2 section  - Set Door Lock Follows Inside Area Door - Options On the Area > Configuration tab under Schedule set Arm/Disarm Schedule to TB_Schedule Set Disarm Area When Schedule Starts Set Arm Area When Schedule Ends Area - General On Outputs tab set Armed Output to v_TB_AreaArmedFlag Area - Outputs Go to Automation > Programmable Functions and create TB_Inside_Area_Arm_PF - Set Type to Area Control - Set Mode to Normal Programmable Function - Arm - General Under Area Control tab - Set Area Function to 2 - Area Arms on Output Turning On - Set Output To Check to v_TB_AreaArmedFlag - Set Area To Control to TB_Inside_Area - Save changes - Right-click TB_Inside_Area_Arm_PF function and select Start Programmable Function - Arm - Area Control Go to Automation > Programmable Functions and create TB_Inside_Area_Disarm_PF - Set Type to Area Control - Set Mode to Normal Under Area Control tab - Set Area Function to 5 - Area Disarms on Output Turning Off - Set Output To Check to v_TB_AreaArmedFlag - Set Area To Control to TB_Inside_Area - Save changes Right-click TB_Inside_Area_Disarm_PF function and select Start Programmable Function - Disarm - Area Control

Issue An Operator with restricted access to the site needs the ability to run and configure Security Expert in Visitor Management System (VMS) mode. Product Line EcoStruxure Security Expert Environment Security Expert Visitor Management System Cause An Administrator Role is needed for the Operator that is going to be running Security Expert in VMS Mode. A more restricted Role is required for this but using anything other than Administrator results in Cards not being able to be issued to visitors. Resolution  1. Create a new Role with Preset set to "Administrator". 2. On the Tables tab change everything to "Deny" except for "Access Levels", "Card Template Editor" and "Users" - these should remain at "Grant Full Access". Figure 1 - Role Configuration 3. Create a new Operator and set the Role to the one you created in step 2 above. Figure 2 - Operator Roles 4. This new Operator will now be able to run the VMS and edit the settings for the VMS objects as required. 5. If required, the Role can further be locked down through the use of Security Levels and Record Groups. See application note Security Expert Security Levels - Multi Floor.pdf for details on this.  

Issue There are large jumps in Database ID numbers in the lists of objects in Security Expert. Most notably seen in the Trouble Inputs table. In the below example the Database ID's in the Trouble Input table jumped from 420 to 1424. Figure 1 - Database ID's Product Line EcoStruxure Security Expert Environment Security Expert Server Security Expert Client Cause This is a rare occurrence but when seen can be due to the creation and deletion of Controllers and Expanders as a site is being configured or just normal operation as SQL maintains the Security Expert database. Resolution No action required. This is a benign condition which does not affect the normal operation of Security 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 Services for assistance. Issue Require a method on how to apply individual setpoints in EBO when Users are granted access at a Security Expert  Door. Product Line EcoStruxure Security Expert, EcoStruxure Building Operation Environment Security Expert EcoStruxure Building Operation Cause An example of this would be to have room temperature setpoints, or other specific settings, be changed when specific Users are granted access to a room or area. One method on how to do this would be to create a separate Access Level and Access Level Output for each user. When the User with that Access Level is granted access the associated output will be enabled. Using the EWS integration, the states of these virtual outputs can then be monitored within EBO and action were taken when they change state. Resolution Perform the following steps to configure this: Create an Access Level for each User object. Create a virtual output for each User object. A virtual output is an output object that is not assigned to an output expanders physical outputs. You could create outputs on existing expanders above the maximum output channel that you will be using but it is recommended putting these virtual outputs on a completely different module address outside the range that will be used for any physical modules. Module address = 32 would be a recommended starting value. Steps would be: Under Programming | Outputs create three new outputs. Set Module Type to "Output (PX)" Set module address to "32" or greater. Set Module Output to "1", "2", "3", etc... Save the changes. For each of the Access Levels add the corresponding virtual output to the Access Levels Output tab. Access Level Outputs Ensure the Access Level has access to the Door(s) in question. Set the Time to Activate (seconds) in the Access Level | General tab to something appropriate such as 5s. The output will disable after this time period. Set the Reader Access Activates Output on the Access Level. Set Activate Access Level Output on the Reader Expander | Misc Options.    

Issue Is it possible to override interlocked doors with a user card? Product Line EcoStruxure Security Expert Environment Security Expert Door interlocking Cause Require an option to allow specific users to access through locked down interlocked doors. The "User has Super Rights" option in the User record seems to provide this since it notes that one of the permissions this option provides is to "Unlock doors that have been locked down". user has super rights Resolution Unfortunately the User has Super Rights option does not work in this scenario. The option was never designed to work with interlocked doors.  To request for this feature to be implemented, a new feature request can be made with your local solution category management team.

Issue How to subscribe to a topic in Azure IoT hub via MQTT protocol. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server Premium Building Operation Automation Server Bundled Building Operation Edge Server Cause Need to configure EBO MQTT interface and Azure IoT Hub, so EBO can subscribe to MQTT messages from Azure MQTT IOT Hub. Resolution The following video will illustrate how to: Create IoT interface and Azure MQTT client in EBO Configure the MQTT connection Create and configure MQTT data values Create and configure a data group Configure the subscription parameters Test the connection Things you need: EBO 2022 or later with valid MQTT license or demo license (Enterprise Server, AS-P or AS-B) valid Azure Subscription with possibility to use free account during testing. For each Azure subscription one IoT hub in the free tier can be created, refer to IoT Hub | Microsoft Azure Visual studio code to be used to test the connection between EBO and Azure IoT hub, can be download from: Visual Studio Code

Issue How can I watch live events for a single door   Product Line EcoStruxure Security Expert Environment Security Expert Client Cause The All Events Status Page may be too busy to focus on just one door when troubleshooting or commissioning.  Resolution A Floor Plan can be used to create a Live Status Window for one door. Go to MONITORING >> SETUP >> FLOOR PLAN EDITOR. Click ADD. Name it and click OK. Click Devices in the Properties window. Click Add. Select Door in the drop-down. Find the door you want. Click on it and drag it to the floor plan (placing near the top is better). Add Text if you want. Save. Go to MONITORING>> FLOOR PLAN VIEW and select the floor plan you just created. Note that it automatically adds the filtered Floor Plan Events for that door at the bottom and the Status List for the door in the upper right. All three of these will be updated in real time. 

Issue Tips for Configuring HID OSDP Reader LED Colors Product Line EcoStruxure Security Expert Environment EcoStruxure Security Expert OSDP Reader Cause Additional tips for configuring OSDP Reader LED Colors Resolution The Configuring LED Colors section of AN-254 Configuring OSDP Readers in Security Expert  details the basic steps for LED configuration. This article details some additional areas of the HID reader setup and Security Expert configuration that may be useful when configuring the LED colors.   Note: The steps in this article are specific to an HID Signo RP10 Reader BLE and may not apply to other HID reader models or other brands of OSDP readers.   Upgrade the Reader firmware to the latest version. Earlier versions of the reader firmware would not correctly allow LED control. The Bluetooth option allows the configuration of the reader using the HID Reader Manager App. For detailed information see HID Reader Manager App Information Note: To use the HID Reader Manager App to configure a reader, the Security Technician or Security Installer needs to create and register an account with HID. The Reader Manager Administrator for your organization or company needs to enroll this new account using the Reader Manager Service and issue an invitation code and key authorization for this and other readers. The Security Technician can then verify the key authorization has been received in the HID Reader Manager app. Detailed instructions for all of this are included in the HID Reader Manager App Information URL listed above.   HID Reader Manager App Firmware snapshots       In the HID Reader Manager App, change the Reader Options for LED color to "Host Controlled" in 2 places. The reader must be controlled by the Security Expert controller. Credential Reader AV LED Idle Color Ensure that the firmware for the following hardware is upgraded to these versions or greater in order for LED Color Output to work. Security Expert 4.3.308.46 SP-C 2.08.1234 MRDM2 1.2.590 In Security Expert the Outputs to control the LEDs need to be manually created. Programming> Outputs> Add A pop-up asking to Invert Output will display, select 'No' when prompted Output 3 (GreenLED Port 1) Output 4 (Red LED Port 1) Output 6 (Green LED Port 2) Output 7 (Red LED Port 2)   Name the Outputs whatever is appropriate Example:  GreenLEDPortON RedLEDPortOff LED Colors The default LEDs are Blue when Idle and Green when active. As an example, the LED colors will be changed to Red when Idle and Green when Active. Color Options:   Set the colors for both Red(idle) and Green(active) in the Security Expert Output Command Window for the newly created outputs RedLEDPortOff   GreenLEDPortOn Update the modules and wait for about 15 seconds before activating the output to test. Just saving the updated command setting doesn't work, the module must be updated.   Activate the GreenLEDPort1 - the color should change to what the output was set to in the command. In this case, green. Deactivate goes back to Off (idle) Red. GreenLEDPort1 = On State RedLEDPort1 = Off State   Note: The Off state if left at the default of Blue can't be used with the On state of custom(non-default). Both Outputs must be specified in the command window for the colors to work together.   Example: If the OFF state is left at the default of blue and the color of the ON state is set in the command window and Activated, the LED color will change to what it is set to(green), but when deactivating the Off(idle) output it will not turn blue.

  Issue Access Expert Exceptions for specific dates using holiday durations with an example Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause Instructions with an example are needed to allow exceptions to the standard schedule for specific dates and times Resolution At times it's necessary to have schedule exceptions for meetings or other reasons where the date, day, and time need to be specified outside of the standard 8-5 schedule.   In order to configure this within Access Expert use the following method: Verify the main schedule and check the days and times  Note: Adding a schedule duration(interval) to the main schedule allows exceptions to be added however, they will not be specific to a date. The interval add will be for whatever days are selected going forward. For example, All Monday or all Tuesdays in the future for the time specified.   The above schedule works normally from 8AM - 3:45PM and for all Thursdays going forward the door will unlock from 4PM - 4:05PM To specify a specific date and time for an exception to the main schedule an additional schedule and a holiday group is needed. Create another schedule in addition to the standard schedule with the days and times needed. Example: Wed7-19 & Th7-20 Council (Council Meeting 6-7p) From the Access Configuration tab, select Holidays and create a holiday for the specific date(s) needed (Start and End Dates) and select the checkbox for Special Date Example: 7/19 and 7/20/23 Council Meeting Select the Edit Holiday Group Names button and select one of the default groups and edit the name to be descriptive then Save. From the Holiday Group Membership drop-down select the newly added Group just renamed and click Ok and then Save Note: The exception schedule will not work unless a Holiday Group has been added Go back to the new schedule that was created earlier and select the drop-down under Always Active On. Select the checkbox next to the Holiday just created and Click OK then Save. A completed schedule with Wednesday and Thursday exceptions that have 7-19 & 7/20/23 specified as holiday durations. This will unlock the door during the normal schedule 8-5p Lock the door from 5-6p Unlock the door from 6-7p for Wednesday and Thursday 7/19/23 and 7/20/23 Lock the door at 7p for Wednesday and Thursday 7/19/23 and 7/20/23   The holiday exception locked at 4:05p up until 6p The holiday exception schedule locked the door at 6p

Issue What fingerprint or faceprint readers does Security Expert support? Product Line EcoStruxure Security Expert Environment Security Expert Fingerprint Reader Faceprint Reader Biometric Reader Cause Require information on what Biometrics readers are supported with Security Expert. Resolution We officially support Suprema, Princeton Identity and IDEMIA biometric readers (see SX SRVR Security Expert - Compatibility Matrix) however our reader expanders/controllers are able to work with any reader that provides a standard 26-bit Wiegand output.   If there is a biometric reader that does this it should be able to be connected to Security Expert like a standard card reader supplying the controller with Wiegand data that is assigned to a user. The enrolling of biometrics would need to be handled by the third party system, we would essentially be treating it as a normal card reader and card.   For a list of Suprema devices that Security Expert supports refer to the Suprema Biometric Integration in Security Expert Application Note. For a list of Princeton Identity devices that Security Expert supports refer to the Princeton Identity Biometric Integration  Application Note. For a list of IDEMIA devices that Security Expert supports refer to the IDEMIA Biometrics Integration Application Note.

Issue b3 controllers sometimes get stuck in bootloader mode (refer to Why do Continuum controllers go into bootloader mode). In b3 devices, this is indicated by the CPU LED blinking at at about half the rate of normal CPU LED blink rate. Product Line EcoStruxure Building Operation,Andover Continuum Environment All b3 devices Cause Need a way to recover b3 stuck in boot loader in the field. Resolution Disconnect the b3 device from field bus and connect RoamIO directly to device. In the BACnet Service Tool, de-select the view by Networks option then click the green 'Connect' icon Observe the RS-485 LEDs, both on the b3 device and the RoamIO, if the connection is established the green connect icon on the service tool will have changed to red but no device will be shown since the application is missing in the device, the TD and RD LEDs will be blinking rapidly indicating the RoamIO is communicating with the boot loader in the device, if this is NOT the case then stop, recovery will not be possible, otherwise proceed to next step. In the 'Tools' menu, select 'Update all B3s', then send the appropriate firmware file for the device. After the update operation is complete, re-start the b3 device  

Issue b3/i2 885, 885-V,, 887 and 887L needs Internal Resistance values for voltage inputs but some devices like SpaceLogic SLA do not publish these values Product Line Andover Continuum, EcoStruxure Building Operation Environment b3885, b3885-V, b3887 and b3887L i2885, b2885-V, i2887 and i2887L Cause These controllers have a pull up resistor that cannot be disabled, unlike most of the i2/b3 range The below is taken from the b3 technical manual. Resolution Not all devices publish the Internal resistance,  for example the SpaceLogic SLA, this device has a varying Internal Resistance, but using a value of 25 Ohms, will ensure the maximum error is less than  0.3% of full scale (5ppm for CO2, 0.15 degC) Generally for most devices, where the internal resistance of a device is not available, it can be calculated by noting the voltage on the output device unconnected, then connected to the i2/b3 device and also noting the actual reading (Temperature, CO2 level, Humidity)

Issue The motion sensor on the secure side of an access control door is not fast enough in sending the request to exit signal to the controller which result in nuisance (forced entry) alarms. How is this prevented in Continuum?  Product Line Andover Continuum Environment CyberStation ACX5740/ACX5720 AC-1 family ACX781 Cause The motion sensor on the secure side of an access control door is not fast enough in sending the request to exit signal to the controller which result in nuisance (forced entry) alarms. How is this prevented in Continuum?  Resolution The channel tab of the Continuum door editor has a field for this purpose. It is called ForcedEntryDelay. Simply enter the number of seconds. The delay will allow more time for the request to exit signal to be seen by the access controller, avoiding the nuisance forced entry alarm. 

Issue Need to use Mobile Apps to access EBO. Product Line EcoStruxure Building Operation Environment Building Operation Webstation Building Operation Commission mobile application Building Operation Engage mobile application Cause What are the mobile apps available to use with EcoStruxure Building Operation sites? Resolution WebStation: WebStation is a web-based user interface for day-to-day operation in an EcoStruxure BMS. WebStation, V2.0 or higer, improves user experience by automatically adapting the user interface to the resolution of the device being used: desktop, laptop, tablet or smartphone, using Windows, Linux, Android or iOS, out-of-the-box using standard web browsers, without the need to install additional applications.  WebStation replaces the obselete Technician Tool app. Refer to: WebStation Overview Building Commision: EcoStruxure Building Commission mobile application (requires EBO V2 or higher, formerly eCommission) is designed to help airflow balancers, electricians, and technicians carefully and quickly pre-commission and commission SpaceLogic BACnet/IP devices and RP controller expansion modules. The Commission mobile application does not require a license for activation and is available at no cost to the user. It is designed for use with Android, iOS (Apple), and Microsoft Windows 10 and Windows 11 devices, and is available for download from Google Play, Apple App Store, and Microsoft Store. Refer to: Commission Mobile Application Engage: The Engage mobile application (requires EBO V3.1.2 or higer) enables control of room temperature, fan speed, lights, and blinds/shades directly from a smartphone. A user can manage these settings when the application is connected to the RP-C controller. The Engage mobile application connects easily via BLE (Bluetooth Low Energy) to the RP-C controller. The application is compatible with RP-C (HVAC) and RP controller expansion modules (lights and blinds). The Engage mobile application is free and available for download from Google Play and Apple App Store.  

Issue How to create a workspace with a banner and a TGML graphic as the home page.  Product Line EcoStruxure Building Operation Environment Building Operation Workstation Cause A graphical overview of a building or area containing a number of buildings can be a logical way for a customer to navigate around a site in Workstation. Resolution Preparation Create a folder to contain the graphics and banners to be used. Create a Panel object Right-click the folder and select New->Panel. Set the initial path (ie. the home page) to the desired graphic.   Add a graphic pane to the panel. Edit the graphic pane and select the banner graphic to be used. Set the desired layout settings such as Default dock position to Top.   Create a workspace Click on the control panel icon. Select User Accounts - Account Management and then under the Workspaces section click on Add. Select the desired security and authority settings. Add a Panel Pane to Workspace. Edit the Panel Pane and set the initial path to the Panel object created in step 2.   Assign the workspace to a user group Under the Select User accounts - Account Management menu in the control panel select the User Group that is to use this workspace. Edit the User Group and go to the Workspaces tab. Highlight the appropriate workspace and add it to the Select Workspaces pane by clicking on the arrow.   Test the workspace Log in with the appropriate user and confirm the layout is as desired.

Issue Using a Lon Binding in EcoStruxure Building Operation Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server Building Operation Automation Server Premium Cause Binding LON objects to LON objects using the SmartStruxure Variable Connector can cause increase traffic on the LON FT-10 network. Resolution To correctly Bind the LON objects: Edit this bindings of the node object, (not the SNVT object) Use the binding Browser to navigate to the appropriate node/SNVT to bind to Drag and drop the object to create the bind When you are finished you will see a Hexagon button, which will allow you to edit the Lon Binding Properties. This is the indicator that you are using a LON binding and not a Variable Connector object, which would be represented by a gear and pencil icon. Click the Hexagon to edit the Lon Binding properties Do not use the default of Acknowledged Profile.  Unless the device has a specific reason not to, the best option is to use Unacknowledged Profile.  Please see below for the explanations of the LON Message ServiceTypes. Message Service Type You can specify one of the following message service types for each connection description. The message service types vary in reliability and resources consumed. • Acknowledged - means that the sending device expects to receive confirmation from the receiving device or devices that a network variable update was delivered. The sending application is notified when an update fails, but it is up to the developer of the sending device to handle the notification in the device application. While acknowledged service is very reliable, it can create excessive message traffic, especially for large fan-out or polled fan-in connections. When acknowledged messaging is used, every receiving device has to return an acknowledgment.  Acknowledged messaging can be used with up to 63 receiving devices, but an acknowledged message to 63 devices generates at least 63 acknowledgements—more if any retries are required due to lost acknowledgements. • Repeated - means that the sending device sends out a series of network variable updates, but does not expect any confirmation from the receiving device. Repeated service with three repeats has a 99.999% success rate in delivering messages. Repeated service provides the same probability of message delivery as acknowledged messaging with the same number of retries, with significantly lower network overhead for large multicast fan-out connections. For example, a repeated message with three retries to 64 devices generates four packets on the network, whereas an acknowledged message requires at least 64 packets • Unacknowledged - means that the sending device sends out the network variable update only once and does not expect any confirmation from the receiving device. This message service type consumes the least amount of resources, but is the least reliable.

Issue License requirements for standalone Automation Server at a site Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Building Operation Automation Server Premium Building Operation Automation Server Bundled Building Operation Edge Server - Standard Cause Question on License requirements for standalone Automation Server at a site Resolution EBO 2022 or higher: Standalone Automation Server need software bundle license in addition to add-on option license if required, check Part Number Summary and Hardware Software Matrix. Webstation license is included in the embedded server license. EBO 3.2 or lower: A standalone Automation Server where no web services, Technician Tool (discontinued), SNMP, MQTT, Personal Dashboards and TimeScale DB  are used does not require a license. Use of one of these features requires license which means the use of a single Automation Server or multiple Automation Servers without license is a legal breach.

Issue Unable to log in to the report server via a web browser after successfully installing the WebReports package. No explanation is given as to why the login was unsuccessful.  Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Report Server Cause The most probable cause is that there is no connection with the ES. Without a connection to the ES, the Web Reports Server cannot confirm the account being used to log in is valid. Resolution Note: Report Server (WebReports) is not supported in EBO 2022 or higher.   Test the connection with the ES On the same PC as the ES is installed on, try logging on via Building Operation Workstation. If this is successful, try logging on to the Enterprise server from the same server as the Web reports server is installed on. To check the URL and port settings, open the Software Administrator on the ES server PC. If step 2 (above) is unsuccessful, go to step 3. Otherwise, go to step 4. Check the firewall setting on the 2 PC,s. Ensure that the ports used by the ES (Check the Software Administrator for information about ports) and the Web Reports Server are not blocked. Re-run the WebReports Installer (link to documentation). Pay particular attention to the Reporting agent section. Make sure that the Enterprise Server URL and port number are the same as that shown in the ES' Software Administrator. Once installation is complete, logging in to the WebReports web server should be possible. If there is still no contact with the ES the network should be checked. A network protocol analyzer (such as Wireshark) can be used to identify the cause of the problem.

Issue Is there a way to see what personnel objects are in the Netcontroller? Also, there is no way to send the personnel records (or area objects) from the controller into the SQL DB. Doing a 'Send to database' will NOT send personnel records or area objects. Product Line Andover Continuum Environment All Access Controllers Cause Viewing personnel records Resolution There is no way to view the personnel records stored in a NetController.   Check to see if the personnel record has been distributed to the controller using the Access Distribution View filtered by the controller. Set to the controller's ACCNet Id for local validation only.  Use the AccessServer system variable on the controller (accnetid found in the controller's config page) and set it to the Accnetid of the controller, not a Workstation or the Primary Access Server (typically in the 191-254 range). Doing this specifies that the system looks only at the controller's internal database. If a cardholder can get 'valid access' to a door (associated with a specific controller) and local validation is used, then the cardholder record is in the controller's local database. If the cardholder can only get 'valid access' when a workstation accnetid is set for the AccessSystem variable in the controller, then the cardholder has not been distributed to the controller.

Issue Unable to activate the AD-Link on a SmartX Advanced Display Product Line EcoStruxure Building Operation Environment Building Operation Advanced Display V1 Building Operation Advanced Display V2 Cause Changes to the license server made current AD-Link software inoperable Refer TPA-SBO-17-0009.00 for details about the issue Resolution Note: Advanced Display V1 is discontinued. Effective July 31, 2023, Service Support for Advanced Display v2 will also be discontinued. The licensing server responsible for activating AD-Link and Kiosk features will be decommissioned. After this date, no new Advanced Display v2 could be commissioned as the mentioned server will be decommissioned. Advanced Display V3 can replace it. Refer to: PA-00923   The issue is solved in a new version of AD-Link To install a new version of AD-Link, there is a need to first uninstall the old version of AD-Link Go to the settings page on the SmartX Advanced Display Tap on "General" Tap on "Security" tab Tap on "Device administrators" Un-tick the AD-Link Uninstall the old AD-Link app   You will first need to uninstall the old version of AD-Link. To uninstall the old AD-Link you will need to un-tick the AD-Link in the device administrators tab,   In the settings page you will be able to go to the "General" tab and then "Security" tab, then "Device administrators"  In there you will see the AD-Link, untick it.  You should now be able to uninstall the old AD-Link app You will first need to uninstall the old version of AD-Link. To uninstall the old AD-Link you will need to un-tick the AD-Link in the device administrators tab,   In the settings page you will be able to go to the "General" tab and then "Security" tab, then "Device administrators"  In there you will see the AD-Link, untick it.  You should now be able to uninstall the old AD-Link app