Issue All values in a Vista IV workstation are showing 0s (zeros) or "X"ed. Product Line TAC Vista Environment TAC Vista IV Workstation OGC Graphics Cause If the Workstation is in Engineering Mode, no live values will be retrieved. Resolution Make sure the Workstation is in Operating Mode rather than Engineering Mode to retrieve live values.

Issue JPEG image added to a TGML graphic displays in Workstation but not WebStation Product Line EcoStruxure Building Operation Environment TGML SmartStruxure WebStation Cause It is possible there is something in the JPEG compression used for a specific image file that does not allow it to display in a web browser. The majority of JPEG images will work fine. Resolution In Windows Explorer, right-click on the image file and select Open With Open with any image editing program more advanced than MS paint, for example, Microsoft Office Picture Manager Select File > Export (in some programs this may be under the Edit Menu) Any Export will force the file to re-compress. It may also be advisable to lower the quality of the JPEG export in some manner to ensure fast load times on the web. Save the file Edit the Graphic in the TGML Editor, click on the Content Property of the Image object Click on the "..." icon Select the newly compressed image file and click open Save the TGML graphic and view in Workstation and Webstation.

Issue When trying to reload a B3867 controller or add log arrays to existing points, a memory error is encountered. Product Line Andover Continuum Environment Continuum 1.xxx B3867 Cause A memory allocation defect that was found in the -V versions of the controller was fixed in drop 51 of the -V firmware. The same issue was resolved in drop 64, but was not listed in the release notes. Resolution Update the B3867 version to the drop 64 rev.

Issue Can't import Xenta Server (5XX/7XX/9XX) XIF file into LonMaker. Get error message "The conversion of the file [path to file] into a XFB failed. Please verify that the file is a valid XIF. The utility XIF32BIN can be used to verify the contents of the file." when importing XIF file in LonMaker Product Line TAC Vista Environment TAC XBuilder LonMaker Xenta 511, 527, 701, 711, 721, 731, 913 Cause If the sum of the all the characters in the names of the node objects that you add are exactly 60, XBuilder generates a faulty XIF file which will not work in LonMaker. Example of faulty XIF file: File generated by TAC XBuilder version 5.1.5, XIF Version 4 Copyright (c) 2000 by TAC AB All Rights Reserved. Run on 0000-00-00 00:00 90:00:13:47:00:06:04:C3 2 15 1 8 1 5 2 0 0 2 6 11 13 13 11 3 0 16 0 0 1 11 8 11 5 9 13 28 0 0 15 5 3 113 0 1 7 1 0 4 4 4 15 200 0 78125 0 0 0 0 0 0 0 0 0 0 0 90 0 240 0 0 0 40 40 0 5 8 5 12 14 15 * "&3.2@0,5Node_Object 5708,5Node_Object 5703,5Node_Object 5704 " The second-to-the-last line above (after the ") has 60 characters which adds an extra " in the line below, thus making it unusable. Resolution Open the Xenta Server project in TAC Xbuilder In the Network pane, expand the "SNVTs" folder Under "LonMarkObjects", add or delete one character in one of the node object names Right-click on the Xenta Server in the network pane and choose "Generate XIF file" Import the new XIF file into LonMaker

Issue What address to use to email/SMS alarms from a SmartStruxure Server, Xenta controller, or Vista to a cell phone Product Line Andover Continuum, EcoStruxure Building Operation, TAC INET, TAC Vista Environment Xenta Servers Xenta 511, 527, 701, 711, 721, 731, 913 Vista Server Automation Server Enterprise Server Email, SMS, Text Alarms Cause Vista and SmartStruxure are only capable of sending out SMTP email alarms; however, it can accomplish a "paging" or SMS functionality by sending emails to mobile providers' default email addresses. Resolution For the following services use: T-Mobile 0123456789@tmomail.net Virgin Mobile 0123456789@vmobl.com Cingular 0123456789@cingularme.com Sprint 0123456789@messaging.sprintpcs.com Verizon 0123456789@vtext.com Nextel 0123456789@messaging.nextel.com AT&T 0123456789@txt.att.net 0123456789 = the 10 digit cell phone number When setting up the "From" email address in the Server Setup, it needs to have an @xyz.com for example, at the end of the from address to allow the text message to go through. Note that these addresses could change and you should consult your service provider for details.

Issue Function Block Alarm on delay value reverts back to a value of 0 after you save the Function Block application. Product Line EcoStruxure Building Operation Environment Building Operation Workstation 3.0.2 and below MP-x controllers (MP-C, MP-V) Cause This is a known issue and is due to be fixed in an upcoming release of Building Operation. Resolution The workaround of adding a delay object in the Function Block program (as shown below) and connecting this before the Alarm is currently the only option until this fix is released.

Issue How to see a log of which users have logged in and logged out of a TAC Xenta server. Product Line TAC Vista Environment Xenta Server Xenta 511, 527, 701, 711, 721, 731, 913 Cause At times it may be desirable to audit who has accessed a Xenta server. Resolution Open Internet Explorer and log into the TAC Xenta Server. Go to Configuration > Events > Log in detection and select what type of logins you want to see. After doing this you can see the log-ins in TAC Vistas event viewer.  If you also want to see them in the web interface, you have to add an event page in XBuilder. When you add the event page it will ask you to select a filter configuration file. It will default to a folder called Event types, go up one level from here and select the System folder, select the file called DebugEvents.xmle. After downloading the XBuilder projects the login information (and some other useful stuff) will be available in the new event page. 

Issue How does Continuum synchronize a person's current area across controllers and what happens if a controller is offline at the time of synchronization? Product Line Andover Continuum Environment All Continuum controllers that support physical access control CX9900 CX9702 CX9680 ACX5720 ACX5740 Cause Understanding the synchronization process can help with troubleshooting issues. Resolution Upon processing a valid access at a door the controller sends out a Personnel Update message to all peers controllers as well as down its Infinet for the benefit of ACX7xx field devices. Note that the message is sent out to ALL controllers that have been taught regardless of whether they are doing access control or not or whether they contain a distributed copy of the personnel object. The update personnel message includes the following information The time the update message was built The ID of the door where access was granted The handle ID of the personnel object that was granted access at the door The handle ID of the area the person was granted access to The time access was granted Upon receipt of the message, the recipient controllers performs a find by ID of the personnel object, if found the object’s current area is updated otherwise the message is discarded. The recipient controller must acknowledge receipt of the message, if it does not, the sending controller retries 3 times, if a controller is offline and misses the update the corresponding record in its database will be stale, this in turn may cause entry-egress and/or anti-passback not to operate correctly until the next update message is received.

Issue How can a Continuum and a Schlage AD Series integration system be configured to unlock different doors, on the same controller, on different time schedules? Product Line Andover Continuum Environment Continuum Schlage Xdriver Schlage AD Series locks Cause The documentation states, "Unlock schedule is supported, only one schedule point per controller." Resolution There is only one door unlock schedule allowed per controller. You must use the xDriver point. Therefore, there is no way to unlock different doors, on the same controller, on different time schedules using the door force unlock schedule on the door editor options tab. However, you can create additional schedules, but instead of attaching them to the door unlock schedule, the schedule will trigger a PE program and toggle the door permanent unlock attribute. Be aware that the PermanentUnlock Clear event is not captured. If this method is used, the customer could only see the permanent unlock event and not the Clear event.

Issue How can the content of an email or pager alarm message be edited? The message is too long to display correctly on a pager. Product Line Andover Continuum Environment Microsoft Windows XP Microsoft Windows 2003/2008 Server Microsoft Windows 7 Microsoft Outlook Cause Alarm messaging can be customized or truncated for display in a pager, where the number of characters is more limited. Resolution Go To C:/Program Files/Continuum or C:/Program Files (x86)/Continuum if using a 64bit OS Open Normalemail.txt or Normalpager.txt Edit the file in this format: Email On Alarm : Continuum Time : <\date> <\time> , Name : <\name> , Value : <\value> , State : <\state> , Message: <\message> , THIS IS THE body of the EMAIL I RECEIVE Email On Alarm : Continuum Time : July 21, 2010 03:12:53 PM , Name : Danet\da9900two\testnum , Value : On , State : Alarm , Message: Error ,​

Issue It takes up to 3-4 minutes before a user is logged in to the Workstation. Product Line TAC Vista Environment TAC Vista 5.1.8 Cause The problem is a combination between a Vista server network and many disabled alarms. When logging on with a Workstation to a Vista server, the server will read the disabled alarms from the other Vista servers in the TAC Vista network. This is a slow process that can be slowed down even more if there are  hundreds of disabled alarms. Resolution Try to keep disabled alarms to a minimum in a Vista server network. Don't have unnecessary disabled alarms in the system.

Issue When reloading controllers, Continuum reports the following error: "An error occurred while installing the directory service." Product Line Andover Continuum Environment Continuum Alarm Points Cause A Continuum object is referencing a point in a controller that is offline or that requires a reload. Resolution Either reload the controller that owns the referenced point, or restore communication with that controller.

Issue How does a controller get an alarm into the database when using the Enhanced Alarm Logging feature of CyberStation? Product Line Andover Continuum Environment Cyberstation Cause Continuum Alarms are configured in the Netcontrollers and Infinet-controllers at each site. Only the CX Controller sends alarms to the Cyberstations once a point in the Controller surpasses its threshold and goes into an alarm state. The CX Controller then uses an internal algorithm to determine which CyberStation will log the alarm. Resolution The alarm is sent to the first (Non "0" Network ID) Cyberstation on its list of known devices. If the controller does not get a response from this workstation that the alarm was logged, it will try again three more times. If the workstation still does not respond to the controller, the controller will flag this workstation as offline in its internal controller database. It will then move to the next workstation in its list until it finds a workstation that is online and has logged the alarm successfully. If no workstations respond to the controller, the controller will buffer the alarm internally until it can find a workstation that is online. If the workstation is online, the alarm will be logged to the Continuum Database and then the database will notify the Workstation that the alarm was logged successfully. When the workstation gets this notification from the database that the alarm was logged, it will in turn send a notification to the CX controller that the alarm was logged successfully. Next, the controller will send the alarm to all recipient workstations for this alarm. When the controller is sending the alarm to the other recipient workstations it will follow the same logic and try to send it three times to each. If for any given recipient workstations the controller does not get a response that the alarm was received the controller will flag that workstation as offline internally and not try to send the alarm to that workstation again.

Issue In Webstation, when clicking on a hyperlink located on a TGML that references another TGML, nothing happens. Product Line EcoStruxure Building Operation Environment Webstation Cause Sometimes when a graphic is saved, it gets compiled incorrectly. When this happens, the graphic will generally work inside Workstation because Workstation is a closed environment and much more forgiving then Webstation. Resolution Edit the graphic that you cannot open Save it again It will get recompiled correctly

Issue Error "License run-time information is damaged. Contact software vendor. PSU ID: XXXXXXXX PSU Type: Unknown subfamily: 255" PSU ID on the sticker and what is Dongleutil reads out of the dongle do not match. Product Line TAC Vista Environment Aladdin Privilege Administrator 2.01 Vista IV Licensing Cause Mismatch in dongle has to be corrected. Resolution The PSU needs a master reset. This is done at Solution Team in the Malmö office. Contact Product Support to create a case ID to get instructions on where to send the PSU.

Issue The outputs of three kitControl objects - Maximum, Minimum, and Average - will all go to Nan if any of its inputs are Nan. Product Line TAC IA Series Environment I/A Series G3 (Niagara) station Cause The internal logic of these blocks is set to pass Nan through if all inputs are not valid for comparison. Resolution There are two potential work-arounds: Pass the inputs through some intermediate logic to ensure that a Nan value is never passed to the Minimum, Maximum, or Average blocks. Null values are valid and will allow the internal logic of the block to proceed. Use the MinMaxAvg block instead. It is located in the kitControl > Util folder. The internal logic of this block will ignore Nan inputs.

Issue Previously purchased WorkPlace Tech software is being moved from one computer to another. What proof of purchase is required for the software so that the purchase of a new copy is not required? How can they prove that they purchased the original copy if the original purchase order and invoice or license request form with unlock code cannot be located? Product Line TAC IA Series Environment WorkPlace Tech 5.x.x NOTE: Old installation must be of same major release (release 5) as the new copy being installed. If the old system has release 4 of the WorkPlace Tech software, the new computer will need to be running Windows XP and the release 4 version of the WorkPlace Tech software will have to be installed on the new computer. Cause Software needs to be migrated to a different computer. This could be due to an upgrade in hardware. Resolution The preferred proof of purchase is a copy of the license request form that shows the customer information, license requested, license unlock code, and the original sales order number. Depending on when or how the license for the existing copy of the WorkPlace Tech Tool software was ordered, this document may have been received by fax or email. If this information is available, a copy can be emailed along with the new license request form (requesting the same product license as the original) to IASeries.license@schneider-electric.com. Note that in some cases the new product code may vary slightly from the original. For example, the original license may have been for WP-TECH-52 and the new one for WP-TECH-58 or WP-TECH-50 -- these licenses are all equivalent. The WIB licensing team will verify the submitted information and if complete/correct, generate the new license unlock code. If the old computer is still functional, the License Diagnostic program can be used to generate a proof of purchase for the software installed on the computer. Use the following procedure to locate the proper version of the program and to generate the license diagnostic text file. NOTE: If the old computer has WorkPlace Tech release 4.0.0, skip step 2 in the following procedure. Open the Windows Explorer (My Computer icon) Search for the file "WPTLDiag.exe" in the Program Files folder of the C:\ drive (or drive where the program files have been installed). If found, skip to step 4, below. Search for the file "WIBSLicenseDiag.exe" in the Program Files folder of the C:\ drive (or the drive where the program files have been installed). Right-Click on the file found in step 2 or 3 and select "Open". This will cause the license diagnostic program to run. When the program opens its display, select Save from under the File menu and save the "WIB License Diagnostic.txt" file. On the new computer run the "Purchase WorkPlace Tech Software" or "Purchase WIBs Software" from the icon on the desktop and fill out the Field Office & Shipping information sections using the information for your office. The "End Customer Information" must match the information from the old system. In the Package List, the same product should be selected as was licensed on the old system. In some cases, the part number may be slightly different, for example, the old system may have been licensed for WP-TECH-53U and on the new system, the product code may be WP-TECH-50U. These license product codes are equivalent. Add the selected package part number to the order list, click the [Accept Order] button and output the order form to a file. Click the [Done] button to exit the purchase screen and click [Done] to exit the Purchase program. Email the saved license diagnostic form and the saved order form to Product Support Services for verification. Product Support Services will verify the information and if correct, forward the information to IASeries.license@schneider-electric.com for processing. They will email the unlock code back to the requesting office. Follow the normal procedures to install the unlock code.

Issue ES does not start. In the error log, the following errors are present: nsp.util.SQLite SQLite: Error. Error code: 778 nsp.util.SQLite SQLITE: Unrecoverable error. Will exit(1).' Product Line EcoStruxure Building Operation Environment Enterprise server Cause If the hard drive is damaged or full, the Enterprise Server will not be able to write data to the disk and the error log will contain error 778. This error means: (778) SQLITE_IOERR_WRITE The SQLITE_IOERR_WRITE error code is an extended error code for SQLITE_IOERR indicating an I/O error in the VFS layer while trying to write into a file on disk. This error might result from a hardware malfunction or because a filesystem came unmounted while the file was open. This error should not occur if the filesystem is full as there is a separate error code (SQLITE_FULL) for that purpose. Resolution Change the hard drive or clear out some data depending on what the issue is.

Issue If only Cyberstation was installed, but Webclient is needed will installing Webclient over the top work? Product Line Andover Continuum Environment Webclient Windows XP Windows 7 Windows Server 2003 Windows Server 2008 Cause At times a Webclient install is needed but a Cyberstation installation was done. Resolution Trying to install over the top will not install the needed web components. The recommended installation of Webclient when Cyberstation has been installed first is as follows: Uninstall Cyberstation Reboot Install Webclient Run the following command after the install to re-register .NET framework with IIS. C:\Windows\Microsoft.NET\Framework\v2.0.50727\aspnet_regiis.exe -i​

Issue Need the ability to identify controllers on a network and in a database Product Line Andover Continuum Environment Continuum Infinet Bacnet Cause Controllers have an internal model type number reference that can be used to identify which controller is in use on a system Resolution Here's a list of most of the Continuum controller types and their associated numbers Network Controllers Types 9001 1 9200 6 8000 7 9300 18 AC256P 19 9400 22 9410 32 9900 42 9940 44 9924 50 b4920 52 9702 53 bCX9640 55 bCX4000 56 bCX4040 58 9680 61 5720 63 5740 65   Infinity Controller Types 800 2 810 3 850 4 851 5 853 7 890 8 700 9 891 10 892 11 920 13 780 19 865 23 866 24 867 25 701 28 781 29 i2850 40 i2851 41 i2853 42 i2865 43 i2866 44 i2867 45 i2920 46 i2800 47 i2804 48 i2810 49 i2814 50 i2608 51 i2616 52 i2624 53 i2885 54 i2886 55 i2887 56 i2888 57 i2889 58   Bacnet B3 Controller Types b3850 59 b3851 60 b3852 61 b3853 62 b3920 63 b3865 64 b3866 65 b3867 66 b3885 67 b3800 68 b3804 69 b3810 70 b3814 71 b3608 72 b3624 73 b3887 74