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Issue When many trend logs are linked to the same time object for emailing via a Receiver Group, some of the trend logs may not be sent. Environment Xenta Server Xenta 511, 527, 555, 701, 711, 721, 731, 913 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. Cause The Xenta Server cannot send more than approx. 50-60 simultaneous emails before some are lost. The limit appears to be dependent on the size of attached trend logs and the number of addresses in the Receiver Group list. Resolution For a single email address, split the trend logs into groups of no more than 40. Link the logs in each group to a different time object and stagger the times at which they are sent. If the Receiver Group definition contains multiple email addresses, reduce the number of trend logs in each group accordingly.

Issue Trend logs are not being saved to SQL after upgrading the SQL database. There are no error messages and Vista can read old (pre upgrade) values from the taclogdata database. The insertlogvalues keeps growing. Product Line TAC Vista Environment Vista 5.1.X SQL 2005 or 2008 server with a database that has been upgraded to layout 2 (the new schema used from version 5.1.7). 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. Cause The database schema is out of date. The database schema is a blueprint of how a database will be constructed. Resolution Shut down Vista. Go to services and stop the TAC DSS writer service. Right-click on My Computer (Computer in Win 7 and Win Server 2008) and select manage. Locate services in the console that opens up. Locate the TAC DSS Writer service, select and then click on stop. This service is responsible for writing events and trend log data to the SQL database. Update the database schema. Open Vista sever setup and locate the SQL server tab. Click on the Custom radio button (if not already selected) and then change the name (e.g. add "_1" to the end of the current name) of the database in the SQL Server Name field. Click on Apply, OK and then Yes to create the new database. Once complete, change the name of the database back to the original name (or click on the Typical radio button if using default settings) and click on Apply. A message will appear "Log database found but needs to be reconfigured. Reconfigure Log database?". Click on Yes. The database schema should now be updated. Right-click on My Computer (Computer in Win 7 and Win Server 2008) and select manage. Locate services in the console that opens up. Locate the TAC DSS Writer service, select and then click on Start. This service is responsible for writing events and trend log data to the SQL database. Check to see that the logs are now being written to the log database. It may take some time to process the backlog.

Issue The C20 series cameras have the BNC and neutral ground for 24VAC tied to the same ground plane. This can cause a power supply short if the ground and hot are connected out of phase at the power supply. This can also cause ground loop bars in the video if connected to a supply that is not on the same ground plane as the camera. This also causes problems with some third party UTP brands connections. Product Line Field Devices, Pelco Environment C20 cameras connected to common power supply and/or ground planes that are different. Warning Hazard of Electric Shock: Remove all power from all devices before removing any covers or doors of the system. Disconnect power at the device and at the power source. Cause The 24 VAC on the C20 cameras are connected to a common ground plane and the BNC connection is grounded to the same ground plane Resolution When installing the C20 cameras use single isolated transformers for each camera, or make sure the wiring is tied with the same phase. This is done by making sure the same wire leg of each camera is connected to the same wire side of the transformer on the power supply. Also when connecting to the power supply use a meter to test for voltage potential differences. Check that the cameras will work with the third party UTP brand you are using

Issue For various reasons there will sometimes be a need to move a controller from its existing Continuum network to a different Continuum network. Environment CyberStation ALL CX master controllers 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. Cause Configuration Resolution WARNING: MAKE SURE TO HAVE A FRESH BACKUP OF THE CONTINUUM SQL DATABASE HANDY IN CASE YOU NEED TO REVERT THE CHANGES FOR ANY REASON. Moving a controller from its existing Continuum network to a different network consists of copying the controller and its children to the destination Continuum network and then deleting it from the source network. Place CyberStation in offline edit mode. In the 'Copy' options make sure to select to 'Copy child objects and the children's children, this will ensure that all field devices get moved with the parent CX. Highlight the controller to be moved then drag it to the destination network and select 'Copy Here', please note that the IP address on the destination will be set to 0.0.0.0 to avoid a duplicate. On the original controller highlight the InfinityInfinetCtrl folder, select all the objects on the right side and send to text file. Delete the original controller then set the IP address on the copy. Select the copied controller, right click and select import into and import the text file created on line 4. Return CyberStation to online edit mode, then reload the CX controller (not including the field devices) NOTES: a) After reload, the controller may have a different time if the original network was in a different time zone than the destination network. b) Controllers are only taught about other controllers in the same network, If you are moving multiple controllers move them all before reloading them. After reload controller will not know about any other controller that stayed in the old network and any references to such controllers will be lost.

Issue User of EcoStruxure Building Operation WorkStation used the "Remember me on this computer" option and logged into an account that does not have account rights to logout. Product Line EcoStruxure Building Operation Environment WorkStation 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. Cause A situation such as this could happen either due to inattention of the user or because of planned system design (Kiosk with Building Operation WorkStation logged into a read only account). However it might be necessary due to maintenance to adjust the login option. In the absence of a kiosk situation, it is recommended to always leave the ability for a user to logout by only hiding the toolbar instead of disabling it. Resolution The solution can differ depending on the installation or usage scenario. User has access to log off option Once logged into Building Operation WorkStation use the log off option to return to the login prompt Uncheck the "Remember me on this computer" option. Enterprise Server on another computer or accessing an Automation Server Disconnect the Ethernet cable for the computer or disable the network port Building Operation WorkStation attempts to login returning user to the login prompt. Enterprise Server on same computer The Enterprise Server can be stopped temporarily and the next attempt to start Building Operation WorkStation will result in a communication failure allowing you to modify the "Remember me on this computer" selection. This could result in loss of data while the Enterprise Server is stopped. Delete the Building Operation WorkStation configuration file (named either SBO.ClientUserProfile.bin or TAC.ClientUserProfile.bin for older versions) stored in the computer application data. Deletion of this file will result in loss of custom settings such as column widths and similar customizations.

Issue Error 'Operation was not performed' when trying to run a Graphic object. Environment CyberStation 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. Cause Corrupted Continuum installation Resolution Uninstall Continuum Delete Continuum folder (make sure to save any needed files such as pin, menu etc) Delete Continuum entries in the registry (Make sure to backup registry as a precaution) HKEY_CURRENT_USER\Software\Andover Controls\Continuum HKEY_LOCAL_MACHINE\SOFTWARE\Andover Controls\Continuum Re-install Continuum

Issue Difficulty getting b3 controller online in order to replace a failed one Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation Continuum b3 Controller Warning Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Cause A b3 controller has failed and needs to replace with the same model. Resolution Remove the failed b3 controller. In EcoStruxure Building Operation Workstation change the serial number of the failed b3 to that of the replacement b3. Install the replacement b3 and ensure the MSTP bus is connected so it autobauds to the correct rate. Then power it up. Remove the battery tab from the replacement b3 (if applicable). In Workstation right-click on the replacement b3 and select Device -> Commission. A green progress bar should appear with a success status message. In Workstation right-click on the replacement b3 and select Download all objects. A green progress bar should appear with a success status message. In Workstation right-click on the replacement b3 and select Device -> Backup to flash.

Issue In some situations, there is a network connection problem or PC power management issue that causes the b3 firmware update to be interrupted. When retrying the controller update, an error pops up: "The Infinity2 controller is currently being flashed or reloaded." Resetting the controller and even doing a power cycle with the controller will not fix this problem. Environment BCX1 B3 Cyberstation Warning Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Cause The update interruption may be because the b3 is busy. Resolution Take the workstation offline Delete the b3 controller Reset BCX1 from the editor and reload BCX1 Bring the b3 controller online Try to update firmware b3 again. It should be ok.

Issue Needing to change the IP address on a Legacy NPR. Environment All versions of I/Net 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. Cause When the IT department changes a subnet or network setting that prevents the device from communicating to I/Net. Resolution There are two ways to change the IP address on the Legacy NPR. 1. This can be done on a Direct Connect by creating a new configuration called NetPlus Router. 2. Make this active and connect the CBL 072 to the upper left connection on the back of the device. 3. Start I/Net and when connected, go to NP Routers, the device will be online with the name that was previously in it or Wantap 1 which is the default. 4. Select it and then modify the IP address and put the new one in, save the changes and hit the okay button. The second way to do this is from the Host PC, 1. Right click on I/O Server and select Configure 2. Modify the Active Profile. 3. Select NPR Routers and follow steps 3 and 4 above.

Issue Is it possible to downgrade a Continuum Database from one version to an older version? Environment 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 Services for assistance. Cause Want to go back to a previous version of Continuum after upgrading Cyberstations and the Continuum Database. Resolution No, this is not possible. You cannot downgrade a Continuum Database to an older version . You can upgrade but not downgrade. If you have a database that has been upgraded for a specific version of Continuum and you want to go back to using an older version of Continuum, you will need to use a backup of your original Continuum Database that was initialized for that older version...or upgrade all Cyberstations to the newer version. The Database structure is different between different versions of Continuum; corruption of the Database can occur if the above is not adhered to.

Issue Replacement battery for the DC1100 / DC1400 Product Line Field Devices Environment DC1100 DC1400 Replacement Battery Warning Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Cause Controller battery has failed. Resolution The battery lifetime will vary over a very wide range depending on use and temperature so cannot easily be predicted, but about 5 years under normal conditions, would be a guide. The battery in a DC1100 and a DC1400 is soldered to the underside of the CPU PCB. It is a 3.6V 150mAh NiMH battery. The factory part number is S2218121100 and the manufacturer’s part number is Varta 55615 603 940. Please Note: - Good soldering skills will be needed to replace the battery. The battery can be sourced from CPC Farnell Varta 55615603940 details at CPC Farnell

Issue 7798C stops communicating after BIN file download Is the 7798C supported in the older versions of I/NET Seven (1.14 and below). How to reset the 7798C hardware (i.e. place into boot mode) if no communication is possible with the 7798C Product Line TAC I/NET Environment I/NET Seven 1.14 and lower I/SITE LAN 7798C Warning Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Cause I/NET revision 1.14 and lower does not support 7798C and can mistakenly be assumed by the I/NET Host software as a 7798B. If a software restore is completed to the 7798C with these revisions, it disables the device from communicating via the Controller LAN and disables any communication via the serial port with the Hand Held Console (HHC) software. Resolution If you have downloaded the incorrect BIN file (i.e. 7798) to the 7798C, the handheld console software will not work, and hence, the device can not be placed back into a boot state, allowing the correct BIN file to be restored to the 7798C. If the serial port is still configured/enabled for direct connection via the onboard TAP, this is the easiest solution to try a software restore to blank out 7798C with the correct BIN file. If either of these options are not available, the following steps can be performed very carefully directly on the hardware: Very Important: Make sure you turn OFF the power to the 7798C unit. If you fail to remove power, this process could damage the board. If unsure, please contact Product Support On the top edge of the board is the EPROM, and just below are two RAM chips. Between the EPROM and the two RAM chips are two mustard-colored capacitors (Labeled C2 & C3) If you short across each Capacitor, one at a time, this will take the device to boot. If you still have issues with the device, sending the 7798C in for repair is recommended. Once the device is communicating again, the correct firmware can be restored to the 7798C. At this point, you should be using I/NET Seven revision 1.17 or above.

Issue What is the procedure for replacing a CX9200, CX9400 or 99xx with a BCX9640 Environment BCX9640 CX9200 CX9400 CX99xx Convert Conversion 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. Cause While Continuum Versions 1.91 and higher have a direct procedure for upgrading a CX9200, CX9400 or 99xx to a CX9680, no such option exists for converting a controller to a BCX9640 controller. Resolution There is no quick and easy way to replace a 9200 (9400 or 9900) with a BCX9640. In order to do this it will be necessary to bring the BCX9640 online as a new controller (with a new ACCID) and copy the contents of the 9200 (9400, 99xx) into the BCX9640. Do not copy the System Variables from the 9200, 9400 or 99xx into the replacement controller. As always a backup of the Continuum database should be made prior to making any such changes to the system. External point references, point references on graphics and alarm links would have to be checked and repaired where they have been lost. Other controllers that referenced points in the original 9200 (9400 or 99xx) will have to be corrected so that they point toward the corresponding object in the new BCX9640. A full recommissioning of the controller may be required. Once the conversion is complete the original controller object would be deleted from the system. While importing a text dump of the (9200, 9400 or 99xx) is another approach, this can be a messy process that requires the dump file to be manipulated. This can lead to more substantial problems if done incorrectly.

Issue Reloading ACX2/NC2 produces error when reloading the following system variables AllowedCreds PersRecordCount PIVReaderFormat Environment CyberStation ACX5720 ACX5740 CX9680 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. Cause The system variables in question (AllowedCreds, PersRecordCount, PIVReaderFormat) only apply to versions 1.1xxxxx and 2.1xxxxx of the ACX2 and NC2 respectively. Resolution Make sure the controller is running the appropriate version of the firmware. If the problem persists even with the correct firmware version then... Export the controller to text file Edit the dump file and remove ALL system variables Delete the controller Import the file to re-create the controller (the system variables will be created when the controller is created) Reload the controller, the errors should not longer appear.

Issue The size of ContinuumDB has reached or is near the 2Gb limit imposed by MSDE. The size of ContinuumDB has reached or is near the 4Gb limit imposed by SQL Express. Environment MSDE SQL Express Continuum Stand Alone. 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. Cause The database is well over the SQL size limit (2Gb for MSDE, 4Gb for SQL Express) Since the database size has already exceeded SQL's limitations it is not possible to use the deletion query statement to truncate the log tables. This is because SQL will attempt to guard against data loss during the deletion process by making a copy of the tables contents before deletion occurs. Before a single row has been deleted from the table the size of the database will actually grow larger, exacerbating the problem. Resolution You must delete the contents of each log table entirely (Alarm, event, error, log) using the TRUNCATE statement. This will delete the contents of these tables entirely without first storing them the data. Please note, you must... Make arrangements with the customer so that they can archive any log and event data they wish to retain. Backup the database before using the TRUNCATE TABLE command. Here is the syntax for the TRUNCATE statements TRUNCATE TABLE ContinuumDB.dbo.AlarmEvent TRUNCATE TABLE ContinuumDB.dbo.AccessEvent TRUNCATE TABLE ContinuumDB.dbo.ActivityEvent TRUNCATE TABLE ContinuumDB.dbo.ErrorEvent TRUNCATE TABLE ContinuumDB.dbo.ExtendedLog Once the table have been truncated, Right click on ContinuumDB and select Shrink > Database. Once the database size has been reduced, check the size and retest. Please note that once the database size has exceeded SQL's limit it is likely that the database has been damaged. This process may or may not correct damage that has occurred to the database.

Issue ASC stopped communicating Continuous Lost/Restore Reset the memory in an ASC Controller Product Line TAC INET Environment I/NET SubLAN Controllers All ASC Controllers Warning Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance. Cause When the MR-AHU resides on a communication sub-LAN, it is susceptible to communication errors from external sources. These communication errors could result in corruption of the ASC's NOVRAM. When this occurs, the ASC will stop communicating, or will cause continuous Lost/Restore messages. For this reason, the ASC is provided with a means of clearing its NOVRAM. Caution: Clearing the MR-AHU memory causes the binary instruction set for the controller to be deleted. In order to reload the binary instruction set, you must have a TAC I/NET host with the appropriate UPD files, and the ASC Controller must be communicating through an interface controller (MRI, MCI, or I/SITE LAN). Resolution Prior to clearing NOVRAM of the ASC and you are using MR-VAV's and they have already been balanced, VAV parameters must be recorded (screenshot may be the quickest method). Follow the following steps to RESET the device Remove power from the ASC. Set DIP switches 6 through 12 to the "On" position and restore power. Remove power again. Set DIP switches 6 through 12 to the "Off" position and restore power. Remove power again and reset the switches to their normal configuration. Normal communication should be restored to the ASC. If not, then the problem lies elsewhere. Once communication is restored, perform an "ASC Update" from the TAC I/NET host to restore the NOVRAM image to the ASC. Refer to the TAC I/NET System Operator Guide for ASC Update instructions.

Issue When running the stored procedure sp_changedbowner to change the dbowner to "andover97", the following error message is received: "The proposed new database owner is already a user or aliased in the database". Product Line Andover Continuum Environment Continuum Microsoft SQL Server 2000 Microsoft SQL Server 2005 Microsoft SQL Server 2008 (Keywords: drop user ) 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. Cause The Andover97 user already has access to the database through an existing alias or security account within the database. This can occur when the DB is not restored properly to the SQL server. The database may have been detached and then attached again, which is not the preferred method of restoring a ContinuumDB. Resolution Under the ContinuumDB there is a "security" and then "users" folder. Check to see if the Andover97 user is in this folder. Continuum does not put this user in this folder. If it is there, then it will need to be dropped from the database before trying to change the dbowner. Do the following: Do a complete full backup of your ContinuumDB. Run the following SQL script to drop the user from the ContinuumDB. USE [ContinuumDB] GO DROP USER [Andover97] GO Re-run the stored procedure to change the db owner below. USE [ContinuumDB] GO sp_changedbowner 'andover97' GO To minimize the chance of this occurring again, the correct procedure for moving or restoring a Continuum database is to do the following: Create a new ContinuumDB with Continuum's Database Initialization. This creates the DB, SQL jobs, stored procedures, adds Andover97 as an admin and a lot of behind the scenes security settings. Restore a previous backup over top of the ContinuumDB created in step 1. Change the db owner with the above query using the sp_changedbowner stored procedure. Re-initialize the Cyberstation into the Database using Continuum's Database Initialization.

Issue After starting upgrade from Device Administrator AS hangs during initialization. Automation Server has a solid red status light. Unable to connect through Workstation. Product Line EcoStruxure Building Operation Environment Device Administrator Automation Server Warning Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support Services for assistance. Cause Solid red LED indicates a critical error detected in the AS. It may be software or hardware related. Resolution Start Device Administrator and establish USB connection between PC and AS. Try to reinstall the firmware through the Device Administrator. If that does not work, put the unit into DFU mode: Quickly press the reset button on the AS three times in a row to place it in DFU mode. The AS will disappear from the Device Administrator and re-appear in DFU mode. Be patient to wait for this happens. Download new firmware, choose new Database. Once it goes online, restore a backup. If the LED returns back to a solid red state, this indicates a hardware failure. Contact Product Support for further assistance.

Issue Alarms cannot be sent to recipient CyberStation (Workstation) when controller has lost the link to the CyberStation in regard to the alarmed point in Import/Export table. The new alarm shows up in Active Alarm View only after the CyberStation is rebooted Product Line Andover Continuum Environment Workstation, CyberStation NetController (CX99xx, CX96xx) Warning Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance. Cause Import/Export table in the NetController does not have the link to the workstation for the alarmed point. Resolution Backup current DB. Shutdown Continuum from all the CyberStations. Execute ImpExpFixupUtil.exe from Continuum install folder (C:\Program Files\Continuum). Reload all the NetController with the "Do not reload attached objects" option.

Issue When setting up Continuum Security levels is there an easy way to set up the different Security Groups? Sites that have upgraded from Infinity SX8000 may require the same security settings. Environment Cyberstation all versions. 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. Cause It can be time consuming and complex setting up multiple user security levels. Resolution In the Workstation you can edit the Security settings to define the access (keys) and blocking (padlocks) for each group against each object class. You can also import/ export these security settings with *.SDF files, attached is a file Default Security V1.sdf that defines a default set of 8 security levels as per the Infinity SX8000: Click here for default security file Administrate Program Configure Enable/Disable Change Values Acknowledge Alarms View Only No Access Click here for a description of each of the above levels (Source: SX8000 Programmer's Guide). To add the "Default Security V1.sdf" file to your Continuum you will need to do as follows, in the bottom right hand corner of your screen there is the Continuum icon, right click on the icon and select Security... then under the Actions tab, right click next to "Access Distribution View" and click import All... then all you do is select the "Default Security V1.sdf" file you have already downloaded and then click open, this will now install the new default security options. Warning! Always make a database backup before attempting to change the security setting so that if a mistake is made you can always revert back to the backup.

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