Building Automation Knowledge Base

  Issue Site upgraded SmartX IP Controller from 2.00.03.1203 to  v3.02.03.02109. When the upgrade was completed, they attached the SmartX room sensor to the controller.  The sensor appeared to update but the screen display was distorted.             Product Line EcoStruxure Building Operation Environment • Building Operation Multi-purpose VAV • Building Operation SmartX Living Space Sensor • Building Operation Workstation   Cause With a blank database, an MP-V with firmware V2.00.03.1203, when the sensor is connected the screen is distorted, but  after upgrading the MP- V to firmware V3.02.03.02103 , the screen display shows up with no issues Something is breaking for the site when attempting to go from 2.0.3.1203 to 3.2.3.02103 Resolution Upgrade the firmware to a higher version (ex 4.x). After the MP-V is upgraded, the sensor will upgrade automatically which takes about 10 to 15 minutes and the status will be operational. The screen will then display properly.

Issue The Area Report shows a list of cardholders by first and last name along with the name of the Area that the cardholder is located in. Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause Area Report is not included in Access Expert Reports by default Resolution To Run an Area Report Select the 'Access Control' Tab. Select the "Reports" Button. Select "Add Report". Double-Click "Area Report" (OPTIONAL) Enter a Display Name if you would like to save this report configuration for later. (OPTIONAL) Enable "Include Child Folders" if you would like to include all people within an Enterprise Click "Generate" to run the report, or "Save & Generate"

Issue Reporting is a powerful tool that allows for advanced monitoring of a system. It also allows for individuals or departments to monitor the usage and patterns of access. Scheduling a report allows for the delivery of reported data at a reliable interval and allows for the meeting of process requirements. *Important Note: This is a Hosted Feature Only Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause Scheduled Reports not included in Access Access Reports by default Resolution When adding a New Report, the Schedulable column indicates whether a report can be scheduled or not. Scheduled Reporting Each report can be generated at the moment desired or configured to run on a schedule. *Note: Scheduled reports must be created by a user within the instance the report is to be run in. To schedule a Report Open the desired report. Click the “Schedule Report” button. Name the scheduled report. Select the Scheduled Report Tab on the Bottom Left Corner Enable the Report Set the desired timing. Apply the appropriate filters. Click “Save”. The report will now run based on the set schedule. Report Settings The Report settings configure the name of the report, the duration that the report will run, and the recipients of the report. The Display Name is the name that will show within Access Expert for that report. The ‘Starting On’ and ‘Ending On’ dates are OPTIONAL fields that allow a report to be run for a given time frame. For example, if construction is occurring in a section of the building for 3 weeks, an access request report can be run on the readers going into that area for the 3 weeks construction is taking place. The “Enabled” checkbox turns the scheduled report on or off. By unchecking this box, the report is scheduled but never runs. This box is checked by default. The recipient list shows who will receive the report. By default, the user who creates the report will receive the report via email. Additional recipients can be added by selecting the “Add Recipient” button and typing the name of the additional recipient. Setting the Timing The timing of the report is set using the generation time and pattern. Report Generation Time The Report Generation Time is the time of the day that the report will run on. The time zone drop-down allows the time to be set into the local time. By setting the time on the drop-down to 8:30 AM and the time zone to Central Time, the report will start to run at 8:30 AM central time every time it runs. Recurrence Pattern The recurrence pattern sets the frequency the report will run on. Daily: This sets the report to be run every given number of days. Weekly: This option allows for the report to be run on specified days of the week. The report can be set to run weekly or every 2/5/etc. weeks. The example below shows the report configured to run every Monday, Wednesday, and Friday each week. Monthly: This option allows for the report to be set up to run every X months, i.e. every 3 months for a quarterly report, or monthly on a specific date. It is important to note that if a date is selected that does not occur in that month, the report will not run, i.e. the 31 st . If a monthly report is desired for the end of the month, it is best practice to set the report to run on the 1 st  of the month. Context Menu To access the Context Menu, Right-Click the desired report as shown below. 

Issue The Event History Report shows the Event History for the instance over a period of time. The report will show the event, the priority, if the event was acknowledged, the time and date the event occurred on and the controller, reader, displayed card number and person associated with the event (if available). Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause Documentation does not detail the steps to run an Event History Report Resolution To Run an Event History Report Select the 'Access Control' Tab. Select the "Reports" Button. Select "Add Report". Double-Click "Event History Report" (OPTIONAL) Enter a Display Name if you would like to save this report configuration for later (OPTIONAL) Enable "Include Child Folders" if you would like to include all people within an Enterprise (OPTIONAL) Filter by People, Access Levels, or Badge Types Filter by a timeframe or Date Range. Click "Generate" to run the report, or "Save & Generate" Scheduling the Report The scheduling and timing of the report should be set up as described in Scheduled Reports. Then the options for the report are selected. The scheduled report only allows for the selection of a time frame instead of the selection of a specific date range. This forces the data to calculate the dates based on the scheduled time of the run.

Issue The Reader Mode Report shows the readers configured for the instance. The report will show the reader if the reader is running in the online access method, if the reader has a programmed reader mode, the schedule associated with the reader mode, the action and access method of the reader mode. Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause Documentation does not detail the steps to run a Reader Modes Report Resolution To run a Reader Modes Report Select the 'Access Control' Tab. Select the "Reports" Button. Select "Add Report". Double-Click "Reader Modes Report"

Issue The Output Summary Report shows the outputs configured for the instance. The report will show the output, the address of the output, the programmed activation time, and the downstream the output is attached to. Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause Documentation does not detail the steps to run Output Summary Reports Resolution To run an Output Summary Report 1. Select the 'Access Control' Tab. 2. Select the "Reports" Button. 3. Select "Add Report". 4. Double-Click "Output Summary Report" 5. (OPTIONAL) Enter a Display Name if you would like to save this report configuration for later. 6. (OPTIONAL) Enable "Include Child Folders" if you would like to include all people within an Enterprise 7. Click "Generate" to run the report, or "Save & Generate"

Issue The Enterprise Server shows that licenses are not available on the license server which is installed on the local host machine. The Flexnet server webpage shows that licenses are available but have not been used by the Enterprise Server.   Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Cause In some cases, the Enterprise Server may have trouble resolving the @LocalHost address. It is not known why this affects only some licenses. Resolution On the License Server Address page of the License Administrator enter the IP address or computer name of the local host machine instead of @localhost.      

Issue When trying to change the Debug Mode from False to True for enhanced Troubleshooting the setting is returning back to False and no extra Debug Data is generated. Product Line EcoStruxure Building Operation, Other. Environment Web Services Cause For troubleshooting of the Web Service Handler application, a Debug Mode can be enabled by editing the settings.xml file in the installation directory and changing the Debug Option from False to True.  The Service needs to also be stopped before the change is made and saved.     However, users can find that even when the Service is stopped and the Debug Option is changed and saved,  as soon as the Service is restarted the Debug setting reverts back to False and no Debug Data is generated.  Resolution If users are using the Configuration Dialogue to Stop the Service and then leave that Dialogue open it locks the settings.xml file and the change to Debug Mode cannot be saved.     If all Dialogues are closed before the settings.xml file is changed/saved, the Debug Mode change to True is successful and a new debug.log file is generated in the installation directory as soon as the Service is started.

Issue The connection to the MQTT broker is not working and the MQTT client in the ES is offline following an upgrade from EBO 2022 to EBO 2023. The following error message can be seen in the ES trace.log: nsp.csc.mqtt.MqttNetwork Connection failed: TCP/TLS connect failure  Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central MQTT integration Cause The reason for the connection issue is that the client certificate that is used is (self-signed) signed using SHA1. Since OpenSSL 3.0 this is forbidden at the default security level (which EBO is using) due to it having less then 80 security bits. See text in picture below taken from https://www.openssl.org/docs/man3.0/man3/SSL_CTX_set_security_level.html The default level is 1 and that is the setting EBO is using. Resolution Change the client certificate to one not using signing signature MD5 or SHA1. The certificate signature can be checked using the following OpenSSL command: openssl x509 -in cert.pem -noout -text Below is an example of how to use OpenSSL to check the certificate signing signature on the client certificate:

Warning Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance. Issue Seeing multiple losses of functionality starting to occur, such as controllers going offline, browsing with the client being slow, reports failing to run and events not being logged. Product Line EcoStruxure Security Expert Environment Security Expert SQL Server Cause In SQL Server the SecurityExpertEvents database has a very large LOG file ( hundreds of gigabytes) resulting in degraded performance in SQL and Security Expert.   The Recovery model of the SecurityExpertEvents database is set to FULL and the database has not been maintained. When using the Full recovery model, regular backups of the transaction log should be performed to prevent the transaction log file size from growing out of proportion to the database size. Recovery model full New user databases are created with the same recovery model as the model database. The default recovery model for the model database depends on the edition of SQL Server you have installed. Editions targeted at test and development environments (SQL Server Express) set the recovery model of the model database to SIMPLE. Other editions set the recovery model of the model database to FULL. Resolution Reduce the size of the log file and prevent it from getting too large again by changing the recovery model of the database from FULL to SIMPLE. The databases are then shrunk to free up drive space.   Refer to the following steps: Take a backup of both the SecurityExpert and SecurityExpertEvents databases and store them in a safe location Change the Recovery Model of the SecurityExpertEvents database from Full to Simple in SQL Server Management Studio. To do this, right-click on the SecurityExpertEvents database and go to its properties. Select 'Options'. Change the Recovery Model setting to Simple. Recovery model simple Right-click on the SecurityExpertEvents database and select Tasks > Shrink > Files Shrink files In the Shrink File - SecurityExpertEvents window, change the File type to Log. Shrink log file Click OK Repeat steps 2-5 for the SecurityExpert database   It is recommended that regular scheduled backups be configured when using the SIMPLE recovery model. In SIMPLE recovery mode, changes since the most recent backup are unprotected.

Issue After configuring a fire alarm using the Emergency Egress programming in AN 208 Security Expert - Emergency Egress - Integration Guide, doors that have a Bond sense input configured do not show the same status as a door without a Bond sense input when there is a fire alarm. Door input options settings Instead of showing the expected "Unlocked By Fire Alarm" status the doors with Door sense inputs show "Not Locked". Product Line EcoStruxure Security Expert Environment Security Expert SP-C SP-C-IP SP-ACX SP-AC1 Cause The Bond sense input was not wired up and did not show the actual lock output status. This input is used to detect the position of the door lock. When it is opened the door status will change to "Not Locked", this was overriding the "Unlocked By Fire Alarm Status". Resolution Check the wiring of the Bond sense input and ensure it correctly indicates the position of the door lock.

Issue The System License Information screen has a lot of useful data on the status of licenses in the EBO system. Is there a way to export or screenshot the entire System License Information page? Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Central Building Operation Enterprise Server Building Operation Automation Server Cause Unable to save or export the System License Information screen Resolution There is no option to print or export the Control Panel System license Information screen. It is possible to get a reasonably close facsimile by viewing the LicenseStatus item in System>LicenseManager and adding columns for Required Licenses, Checked Out Licenses, Installed Licenses, Available Licenses, and License Violation.   This can then be Exported in XLSX format for future reference or if required by Product Support  

Issue Controllers are online but events are not being logged. No live event updates are showing in the All Events Status Page or being logged to the SecurityExpertEvents database. Product Line EcoStruxure Security Expert Environment Security Expert Client Cause Below is a list of the current causes that may contribute to the issues described: The Event Server settings are not configured correctly. The Firewall is blocking required communications ports. The default Save Events action has been removed. The All Events event filter has an Event Type or Record Filter attached to it which is filtering out events. Resolution For Cause 1 Confirm that the Download Server, Event Server, and Controllers are configured correctly. Check all of the items in this Troubleshoot Security Expert Controllers showing offline article. For Cause 2 Check that any Firewalls are disabled or setup to allow all required ports through. See SX-SRVR Networking Guide for Administrators for further details. Also, confirm that any Anti Virus software is also not blocking required ports or Security Expert applications. For Cause 3 In Security Expert go to Events > Actions and confirm that there is a Save Events action configured for the Site. The action will look like what is shown below and can be manually created if it is not present. Figure 1 - Save Events Action For Cause 4 Ensure that the Status Page view being used is able to see those events and is not filtered in any way. Under Events > Event Filters check that the All Events Event Filter is not filtered and it is set to show all events and records. By default, this is not filtered and not able to be changed. On the Event Types tab ensure "Include All Event Types" is selected. Figure 2 - Event Filter Event Types On the Records tab ensure there is no record filter attached. Figure 3 - Event Filter - Records Then check that the All Events event report is using the All Events filter for All Record Groups.  Figure 5 - Event Reports All Events Note that a fix for the database is available.  Please contact your local support to verify and provide a fix for this issue.

Issue TAC Webstation is very slow open graphics and browsing folders. Especially if the graphics and folders are located on other TAC Vista servers than where the Webstation server is installed. Product Line TAC Vista Environment TAC Vista 5.1.5 TAC Vista Webstation 5.1.5 Cause The problem is the red icon which looks like an exclamation sign placed to the far right in the bar above the graphic or the folder page. If the mouse is placed on the icon, you will see the amount of alarms and disabled alarms in the system. To gather this information, the alarms, and disabled alarms in the system is what takes time. Resolution This problem is fixed in Hotfix 83 for Vista 5.1.5 and fixed in the Vista 5.1.7 release.

Issue How to Prepare a Server for Access Expert Premise Software Product Line Access Expert V2 On-Premise ONLY Environment Windows Server 2012 and above Cause There is no documentation on how to prepare a server for a Premise Install. Resolution In order to do this there are several pieces that needs to be followed on how to configure it correctly. First step is to install the server software, in this case Windows Server 2012: Configure the local server Add Roles and Features, Click Next Server Selection, select a server (should be the local machine) Click Next a few times, to complete this part Scroll down to the bottom and select WebServer IIS and add all features Click Next to complete this part Click on .net Framework 4.5 Features Check the box for ASP.net 4.5 Expand WCF Services Click on HTTP Activation, Add Features Scroll down to Message Queuing Expand and scroll down to SMTP Server - Add Feature, Click next a couple of times to install Once completed, Close and Exit Installing SQL Server Open media where software is located and launch the installer Select the option to Install a new instance and click Next Select Install DB Engine and Mgmt Tools, click Next Select Default instance, click Next Use same service accounts, click on Server Configuration Tab Add - License Administration as a Group Select the Data Directories Tab, change where the data files are stored by default Create new Folders for SQL Data, SQL Logs Change Directory Paths as well for Temp Create new folder for Backup Click on next and Install Once finished, close out to complete the install. Enable sysadmin in SQL for NTAuthority Installing Keep Here is a link of a video that goes through this process as well. Premise Installation of Keep for Access Expert Download Keep By Feenics software from the Software Downloads Tab on the Feenics training site http://www.feenics.com/training/courses/technical-certification/ Browse to the location and launch Keep Installer, click on Next When complete, Test Db Connection, once it passes, click on Next Make sure all elements are selected, click on Next to install Launch the Keep Instance Management, click on Connect Connect to the local Host Give the site a name that will used for the instance (if this name is changed, it would require a new instance license key to be generated) Give a url to the name db name with username and password (admin/admin) Change the path for file location and DB Log location from earlier steps Save configuration and Close On the Web Browser, Go to Tools - IIS Manager Add a new Binding, check the Box for "Do not show messages" Delete the default website Click on created website and select Bindings Click on Add - use same name in original browser Start IE Browser (url) created earlier Load license from Activation Code and Activate Log in to the system. Host File If the browser does not start and fails to open the page, then modify the Host File to contain the IP address of the server as well as the URL of the instance Go to C:\Windows\System32\drivers\etc hosts Modify the file by entering the IP address of the server as well as the URL Save and close. Open up the page again and it should allow the application to be started. For V3 On-Premise Installation Instructions, see the following link: https://ecoxpert.se.com/search?documentUUID=846b8347-4412-42ad-a983-53ef97bb5cc4&title=AccessXpert%20On%20Premise%20Deployment%20Walkthrough%20v3.pdf  

Issue The duplex mode is not specifically mentioned in the controller documentation. Product Line EcoStruxure Security Expert Environment Security Expert Ethernet TCP-IP SP-C, SP-ACX, SP-ACX-V2, SP-AC1, SP-C-WEB Cause The documentation describes the type of ethernet supported by the controller but not specifically the duplex modes supported. The communication between the Security Expert system and the controller uses a 10/100 ethernet network operating the TCP/IP protocol suite. Resolution The controllers support 10/100 Full Duplex, Half Duplex and Auto-Negotiation ethernet modes.

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 AS status LED solid red for a few seconds followed by a quick blink. Device administrator and/or event log shows system alarm ..."Error - Upgrade using DFU mode"  Product Line EcoStruxure Building Operation Environment Building Operation Automation Server, AS, ASP, ASB Building Operation Device Administrator Building Operation WorkStation Cause The indication of "Error – Upgrade using DFU mode" occurs due to the fact that a possible problem with writing to the file system has been detected when booting the system. This error can be seen in WorkStation as an Alarm Event, in the Server Logs, or in Device Administrator. Nosync errors are usually seen in the system log. The configuration of the system could have been compromised as a result, although the issue is not necessarily fatal and therefore the AS is allowed to run and the situation is indicated via the red status light. A system alarm is also generated as a warning as seen in the screenshot above. Resolution Since the AS file system could have been compromised, it must be re-initialized from scratch. To clear the red light: Make sure a backup of the AS is available. Attach the Device Administrator to the AS via USB and put the AS in DFU mode (press the reset button 3 times in rapid succession) Install a new database Once the AS has had its FW and database reinstalled, restore the backup using Workstation. NOTES See Error – Upgrade Using DFU Mode  If this error occurs, especially if it occurs multiple times on the same server, check the site installation include Grounding/Earthing and power supplies and for possible EMC issues (Electromagnetic Compatibility)

Issue There is mention of the Modbus integration service in Security Expert manuals and release notes but no application note explaining what features are supported or how to configure the integration. Product Line EcoStruxure Security Expert Environment Security Expert controller Modbus integration Cause The Modbus integration in Security Expert is currently not supported by the Offer. The current Modbus integration has known issues and is being rewritten. There is no further information on when this will be completed or what devices this will be supported in. Resolution If the Modbus integration is required, the local solution category management team should be contacted to have this requirement properly prioritized and to get updates on any new Modbus integration work.

Issue An error is generated when trying to delete an unused Service in the SP-C-Web. Product Line EcoStruxure Security Expert Environment SP-C-Web Services Cause When using the Security Expert Client/Server and an SP-C it is possible to delete an unused/unwanted Service quite easily.       However when trying to do the same in an SP-C-Web via its web browser the following error is generated.           Resolution The SP-C-Web is fundamentally different to an SP-C with a Client/Server system.   As such deletion of Services from an SP-C-Web is not supported.  It is instead recommended to either stop the unwanted Service entirely or leave it running but without association to any Areas.

Issue Where do I find the cable specifications for Wiegand and RS485 connections to the Smart Card Reader? Product Line EcoStruxure Security Expert Environment Security Expert Smart Card Readers SX-DRD-SB SX-RD-MB Cause The sample cable specification links and CAT5e / CAT6 support is missing from the Card Reader With BLE Security Expert - Installation Guide. Resolution Smart Card Reader Wiegand Cable The cable specifications are: 22 AWG alpha 5196 or 5198 18 AWG alpha 5386 or 5388 Maximum cable distance of 150m (492ft) Smart Card Reader RS-485 Cable The cable specification for RS-485 connections (including when those connections are encrypted) are: Belden 9842 or equivalent 24 AWG twisted pair with characteristic impedance of 120ohm Maximum total length of cable is max 900m (3000ft) CAT5e / CAT6 are also supported for data transmission when using ground in the same cable (to a maximum length 100m (328ft))