Issue Clarify the hardware and software configuration required to integrate the Sigma Remote Alarm Manager (RAM) with a Multi-tone paging system using the ESPA 4.4.4 output driver. Product Line Satchwell BAS & Sigma Environment Sigma RAM ESPA 4.4.4 Driver Multi-tone Paging System Cause To enable communication between Sigma RAM and Multi-tone pagers, specific configuration steps and wiring are required for the ESPA 4.4.4 output driver. Resolution Driver Configuration The ESPA 4.4.4 output driver enables Sigma RAM to send messages to the Multi-tone paging system via RS232. This requires connection to a Serial Interface provided by Multi-tone. Driver Setup: Refer to the configuration document for step-by-step instructions on setting up the ESPA 4.4.4 driver. Wiring Details Multi-tone supports 3-wire, 5-wire, or 7-wire RS232 connections. For simplicity and reliability, a 3-wire connection is recommended. Recommended Wiring: Connection Type: 9-pin to 9-pin RS232 Wires Used: TX, RX, GND Diagram: Refer to the screenshot below for visual guidance. Additional Resources General Information on Remote Alarm Manager Remote Alarm Manager ESPA Driver Documentation Manuals and Setup Files

Issue Users may be unsure how to add or remove devices from the monitored list in Sigma 4.05 or later. Product Line Satchwell BAS & Sigma Environment Sigma 4.05 or later Cause There is confusion around the process for managing the list of monitored devices, particularly how the system determines which devices are polled. Resolution To manage the monitored device list in Sigma: Access System Setup Navigate to Sigma > System Setup. Open Networks and Devices Select Networks and Devices from the menu. Select Zone and Monitor Tab Choose the relevant Zone Name, then click on the Device Monitor tab. Review Monitored Devices The list displayed is generated from the DeviceCNF.rec file. Devices shown here are actively monitored. Omit Devices from Polling To stop polling a device, tick the Omit checkbox next to the device name. Add New Devices Click the Add button. Enter the Device Name and IP Address to include it in the monitoring list.

Issue Communication with IP Modbus devices fails. Only the first configured Modbus server responds; subsequent servers do not. Product Line Satchwell BAS & Sigma Environment Sigma IC3-Modbus Modbus TCP/IP Devices Cause The IC3-Modbus is configured to poll multiple IP Modbus servers. However, only the first server in the configuration communicates successfully. This is due to how the Gateway.txt file is structured and interpreted. Resolution The IC3-Modbus uses a Gateway.txt file to define: General setup parameters A list of Modbus IP servers Registers to be polled Important: Sigma object numbers must be sequential in the list for proper communication. Gateway.txt File Structure Each line in the register section follows this format: SigmaObject, ControllerAddress, ModbusCommand, RegisterAddress, PollInterval, ObjectCount, MinValue, MaxValue, AlarmSuppressFlag Example Entries: ; Read a single 16-bit register 51,1,4,062,1,1,0,0,0 ; Read three consecutive 16-bit registers to objects 52–54 52,2,4,065,1,3,0,0,0 ; Read two 16-bit registers as swapped 32-bit float 78,2,3,120,1,0x1302,0,0,0  Input Object Fields: Sigma Object Number Controller Address Modbus Command (3, 4, 16, 144) Register Address Minimum Polling Interval (seconds) Number of Consecutive Objects (inputs only) Minimum Value (outputs only) Maximum Value (outputs only) Alarm Suppression Flag (optional: 0 = show, 1 = suppress) Sample Input Object List: 52,1,3,0x804,1,0x1102,0,0,0 54,1,3,0x808,1,0x1102,0,0,0 56,1,3,0x80C,1,0x1102,0,0,0 ...  Sample Output Object List: 111,1,144,0,1,1,0,100,0 112,2,144,0,1,1,0,100,0 113,1,16,4,1,1,1,30,0 IP Address Mapping The controller-to-IP mapping is defined at the end of the file: ; Controller Address, IP Address 1,10.158.100.114 2,10.158.100.205 ⚠️ Note: Serial communications will ignore this table. Key Takeaways Ensure only one IC3-Modbus controller is polling a given Modbus TCP slave. Maintain sequential Sigma object numbers in the Gateway.txt file. Use correct Modbus command codes and register formats. Validate IP address mappings for each controller.

Issue When using multiple monitors, the autocomplete popup in the Script Editor may appear off-screen, typically when the editor is placed on the right-hand display and in full-screen mode     Product Line EcoStruxure Building Operation Environment Building Operation Workstation Cause This behavior is influenced by how Windows identifies and arranges your monitors. It can depend on: The physical connection order of the monitors to the docking station or PC The logical arrangement of displays in Windows display settings Resolution To resolve the issue: Adjust Monitor Arrangement in Windows Settings Right-click on the desktop and select Display settings Drag the monitor icons to match your physical setup (e.g., left to right) Click Apply to save the changes Swap Monitor Cables If using a docking station or multiple video outputs, try swapping the cables between monitors This can help Windows reassign the primary and secondary display order more intuitively Avoid Full-Screen Mode If the issue persists, consider using the Script Editor in windowed mode rather than full screen as a temporary workaround

Issue The alarm window either does not display or unexpectedly displays when an alarm is triggered. Product Line EcoStruxure Building Operation Environment Building Operation Workstation Cause The Alarm View Properties are not configured correctly, which affects whether the alarm window pops up upon alarm activation. Resolution For Versions older than 3.2.x: Right-click inside the Alarm View window. Select Alarm View Settings > Properties. Locate the Display on Alarm property. Set it to the desired state (True or False). For Version 3.2.x and above: This feature is controlled via the “Display on Alarm” setting on the alarm object's Attachment tab. Enable or disable it based according to requirements.

Issue Technical Support may request a System Information report to help diagnose and resolve issues. This report provides detailed insights into your system’s hardware, software, drivers, and configuration. Product Line All Product Lines Environment Supported Windows Client and Server Versions for Msinfo32.exe : Windows 11 Windows Server 2016 Windows Server 2019 Windows Server 2022 Windows Server 2025 Cause System Information reports are essential for: Diagnosing hardware/software conflicts Identifying driver issues Reviewing system configuration Supporting compatibility checks Resolution Method 1: Using the Run Dialog Press Windows + R on your keyboard. Type msinfo32 and click OK. The System Information tool will open. Go to File > Save. Save the file as a .nfo file to an accessible location. Email the .nfo file to your support representative. Method 2: Using Command Line You can also generate reports directly via command line: To create an NFO file (viewable in System Information): msinfo32 /nfo C:\Path\To\Report.nfo  To create a plain-text report (viewable in Notepad): msinfo32 /report C:\Path\To\Report.txt  To generate a report from a remote computer (requires permissions): msinfo32 /computer RemoteComputerName Additional Resources For advanced options and category filtering, refer to:  Microsoft Learn: msinfo32 For Windows 10 and older refer to:  Description of Microsoft System Information (Msinfo32.exe) Tool

Issue Is it possible to open EcoStruxure Building Operation (EBO) objects—such as TGML graphics, calendars, functions, etc.—in a new tab within Workstation? Product Line EcoStruxure Building Operation Environment Building Operation Workstation Cause Users may want to maintain their current view (e.g., a graphic, calendar, or function) while accessing another object. This supports: Easier comparison Simultaneous monitoring Multitasking without losing context Resolution To open any EBO object in a new tab within Workstation: Hold down the SHIFT key while clicking on the EBO object. This method works for all EBO object types, including: TGML graphics Calendars Functions Trends Alarms Schedules Reports Benefits Improved workflow efficiency Enables concurrent views Enhances multitasking capabilities

Issue Each time an alarm is triggered in WorkStation, the Alarm View pop-up window automatically opens.   Product Line EcoStruxure Building Operation Environment Workstation Alarm View Window Cause This behavior is controlled by a configurable setting within WorkStation. Users can enable or disable the pop-up feature based on their preferences or operational requirements. Resolution For Versions Earlier Than 3.2.x Right-click anywhere inside the alarm queue (either on an actual alarm or in the blank space below). Select Alarm View Settings. Check or uncheck the option Display Alarm View to enable or disable the pop-up window. For Version 3.2.x and Later Locate the setting Display on Alarm under the Attachment section. Toggle this setting to enable or disable the pop-up behavior. Additional Notes This setting is user-specific and may need to be configured individually for each WorkStation user. Disabling the pop-up does not affect alarm logging or visibility in the alarm queue.  

Issue The Upload Files option under System Diagnostics is consistently grayed out and unavailable for use. Product Line Satchwell BAS & Sigma Environment Sigma 4.05 all releases. Sigma 4.06 all releases. Cause This behavior is expected in most cases. The Upload Files feature is only applicable to IC LON controllers and is specifically used for uploading Network Variables (NVconfig.bin). For other controller types or configurations, the option remains disabled. Resolution ⚠️ Important: Uploading files will overwrite existing files in the database. It is strongly recommended to back up current files before proceeding. To enable and use the Upload Files feature (where applicable): Access System Diagnostics: Navigate to the System Diagnostics section within Sigma. Enable Advanced Menu: Go to Configuration > User Settings. Tick the Advanced Menu checkbox to unlock additional options. Transfer File: Navigate to Options > Transfer File. If using an IC LON controller, the Upload Files option should now be available. Best Practices Always backup existing configuration files before initiating any upload. Confirm controller compatibility (IC LON) before attempting to use the Upload feature.

Issue This article explains how a Sigma UNC controller manages log data when communication with the server is interrupted. Product Line Satchwell BAS & Sigma Environment Satchwell Sigma - All versions UNC Controllers (V53 and ARM7 Series) Cause During normal operation, Sigma controllers log data and periodically upload it to the logging database. These uploads are managed by the UNC controller. If communication with the server fails, the controller temporarily stores the data in RAM until the connection is restored. Resolution When communication to the server is lost, the UNC controller follows a structured process to manage log data: Alarm Buffer Initialization After all files are downloaded, the Alarm Buffer is created. It queues alarms and logs destined for the server. Capacity: Up to 500 entries. Logging Buffer Allocation Memory is allocated to the Logging Buffer, which stores partially completed log data. V53 Series Controllers (532, 496/596, IC1): Allocated 75% of remaining memory. ARM7 Series Controllers (632, 696/796, IC3): Allocated 512 kB. Logging Track Structure The Logging Buffer uses 138-byte Tracks, with one Track per logged object. Log records are added to the Track as events occur. Once full, the Track is transferred to the Alarm Buffer. Records per Track by Object Type Log Type Object Type Records per Track Timed Analogue 25 Timed Digital 100 Event Analogue 14 Event Digital 32 Alarm/Report (Log) Any 28 Manual Log Retrieval Partially full Tracks can be manually transferred to the Alarm Buffer via: Diagnostics > Options > Retrieve Logs Autodial Connection Behavior If an Autodial connection is configured, a call is initiated when: Any non-opportunistic alarm or log is placed in the Alarm Buffer.

Issue When displaying a multi-value status from a programmable object in Sigma Graphics, updates may not reflect correctly unless the object value changes significantly (e.g., from 0 to 100). This can cause display issues when the graphic is open and the state changes. Product Line Satchwell BAS & Sigma Environment Sigma Graphics Ver 4.0 onwards Cause Sigma Graphics does not automatically update the display unless the programmable object’s value changes in a way that triggers a refresh. This is problematic when using objects that return multiple discrete states. Resolution Use the Piecewise command with stacked text objects to display the correct state visually. Step-by-Step Workaround Create a Programmable Object Example logic: 10 IF POINT 0|123 = 1.00000 THEN RETURN TRUE "Off" 20 IF POINT 0|123 = 2.00000 THEN RETURN TRUE "Text No1" 30 IF POINT 0|123 = 3.00000 THEN RETURN TRUE "Text No2" 40 IF POINT 0|123 < 1.0 OR POINT 0|123 > 3.0 THEN RETURN "Invalid" Design the Graphic Create three text objects: 1 – Off 2 – Text No1 3 – Text No2 Stack them vertically with "Off" at the bottom. Align them precisely over each other to form a single visual stack. Combine and Configure Select all three text objects and combine them into one. Assign a Piecewise command to the combined object: Object: 123 Min: 1 Max: 3 Behavior The graphic will display the appropriate text based on the object’s value. If the value is 0 or greater than 3, the display will be blank. Notes This method works best with analog values from programmable objects. Variations are possible depending on the number of states and desired display behavior.

Issue The RAM Console is unable to communicate with the RAM Engine, and/or the customer cannot access the RAM Webserver. Product Line Satchwell BAS & Sigma Environment Remote Alarm Manager (RAM) Cause This issue typically occurs when the required TCP ports used by the Remote Alarm Manager are blocked, misconfigured, or not open on the network or firewall. Resolution To ensure proper communication between RAM components, verify that the following TCP ports are open and correctly configured: Communication Path Default TCP Port(s) Notes RAM Console ↔ RAM Engine 8090, 8091 Required for internal communication between the console and engine. RAM Webserver 80 Default HTTP port. RAM Webserver (Recommended Range) 781–785 Recommended to change from port 80 to a port within this range. 🔧 Tip: You can configure the recommended port range (781–785) in the RAM settings page to enhance security and avoid conflicts with other services using port 80. Additional Information Ensure your firewall and network policies allow traffic through the specified ports. If using custom ports, update all relevant configurations in both the RAM Console and RAM Engine. Refer to Resolving Possible Port Conflicts

Issue How do I configure a UNC532 Controller to accept a 0–10Vdc or 0/4–20mA analogue input? Product Line Satchwell BAS & Sigma Environment Satchwell Sigma UNC532 Cause The 532 Controller requires specific hardware configuration and resistor placement to correctly interpret 0–10Vdc or 0/4–20mA analogue signals. Incorrect configuration may result in inaccurate readings or non-functional inputs. Resolution To configure the 532 Controller for 0–10Vdc or 0/4–20mA analogue input, follow these steps: Configure the Input Links The UNC532 Controller has two rows of configuration links: Left-hand row: Set to non-resistive by removing the link. This disables the internal pull-up resistor, which is not required for voltage or current inputs. Right-hand row: Set for Analogue Input (AI) by linking the middle and right-hand pins. This enables the input to function in analogue mode. Modify the Input with Resistors Depending on the type of signal you are connecting, use the following resistor configurations: For 0–10Vdc Input: No additional resistor is required. Ensure the signal is within the 0–10V range. For 0/4–20mA Input: Install a 250-ohm precision resistor across the input terminals. This resistor converts the current signal to a voltage (e.g., 4–20mA becomes 1–5V across 250 ohms).

Issue How to configure a basic user in Sigma who has permission to only acknowledge alarms, without access to other system functions. Product Line Satchwell BAS & Sigma Environment Sigma version 4.05 and later Cause If user privileges are not correctly configured, users may be unable to acknowledge alarms, leading to operational delays or missed alerts. Resolution To ensure a user can only acknowledge alarms, follow these steps to create a dedicated User Group with limited permissions: Step-by-Step Instructions Open System Manager Navigate to the User Groups section. Create a New User Group Right-click and select New User Group. Name the group appropriately (e.g., Alarm Acknowledge Only). Set the group type to Standard. Configure Group Permissions In the tree structure, expand the new group and select Account. Under Access Classes: Tick Enable. Select only the access classes required for alarm acknowledgement. Under Alarm Manager Basic: Tick Acknowledge Alarms. Create and Assign Users Create new users as needed. Assign them to the newly created User Group.

Issue When using the “Run” function within the Programmable Object Editor, the editor crashes unexpectedly. Product Line Satchwell BAS & Sigma Environment Satchwell Sigma software Cause This issue occurs due to the object number assigned to the programmable object. Traditionally, Sigma X96 controllers utilize object numbers ranging from 1 to 250. However, with the introduction of Integration Controllers, object numbers can now range from 1 to 1000. The crash is specifically triggered when a programmable object is assigned an object number between 251 and 1000, and the “Run” option is selected within the editor. Resolution To avoid the editor crash when using the “Run” function: Copy the object text from the programmable object with an object number between 251 and 1000. Paste the text into a spare programmable object that uses an object number between 1 and 250. Run and test the object in this temporary location. Once testing is complete and successful, copy the object text back to the original programmable object with the higher object number. Note: This issue only affects the editor interface. The programmable object will continue to operate correctly within the controller, even if the editor crashes.

Issue A newly installed program may fail to launch because it attempts to use a network port that is already in use by another application or service. How can current port usage on the host computer be determined quickly? Product Line EcoStruxure Building Operation, Satchwell MicroNet, Satchwell BAS & Sigma, TAC INET, TAC I/A Series, TAC Vista, Andover Continuum Environment Microsoft Windows Cause The program is trying to bind to a port that is already occupied by another process. Resolution   Open Command Prompt as Administrator Press Win + X → Select Command Prompt (Admin) or Windows Terminal (Admin). Run the following commands: View all active TCP connections with associated executables: netstat -a -n -p tcp -b​ Displays protocol, local/remote addresses, connection state, and the executable using the port. View active TCP connections with Process IDs (PID): netstat -a -n -p tcp -o  Use Task Manager to match the PID to the corresponding application. Check a specific port (e.g., port 80): netstat -a -n -p tcp -o | findstr :80 Filters output to show only entries using port 80.   Additional Tips Use Resource Monitor ( resmon ) for a graphical view of network activity. Consider using third-party tools like TCPView from Sysinternals for easier port monitoring.

Issue Uninstalling software from a Windows PC may leave behind residual registry entries, configuration files, and folders. These remnants can interfere with future reinstallation attempts or cause system clutter. Product Line Andover Continuum, EcoStruxure Building Operation, Satchwell BAS & Sigma,Satchwell MicroNet, TAC INET,T AC Vista Environment All supported Windows Clients and Server Cause The default Windows uninstaller may not remove all components of an application. This behavior is partly intentional, as Windows preserves settings and data to facilitate smoother reinstallation. For example, uninstalling SQL Server may leave behind database folders to prevent accidental data loss. This becomes problematic when software is removed due to installation errors or corruption, where a full cleanup is necessary before reinstalling Resolution To ensure complete removal of software components, including registry entries and leftover files, use specialized cleanup tools: Revo Uninstaller: Thoroughly removes software, including registry entries and associated files. CCleaner: Cleans up temporary files, residual registry entries, and system clutter. Recommended Cleanup Steps: Uninstall the software using Revo Uninstaller to ensure deep removal. Run CCleaner to clean up temporary files and registry remnants. Manually delete leftover folders, such as: C:\Program Files (x86)\Continuum After completing these steps, you should be able to reinstall the application without issues. Note This guidance applies to all supported versions of Windows, including Windows 11 (25H2, 24H2, 23H2), Windows 10 (22H2 until October 2025), and Windows Server 2025 LTSC.  

Issue When troubleshooting server issues, it can be helpful to look at the logs that are recorded within the Enterprise Server or Enterprise Central Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Cause Within the Enterprise Server and Enterprise Central logs are many records that are logged as a part of normal operations and unexpected events. Resolution Collect ES and EC Logs via EBO Workstation: Refer to the Workstation section of KB article: Collect logs from an Automation Server Collect ES and EC Logs via Windows Explorer, especially if ES or EC will not run as a service or keep crashing: The ES or EC database path is listed in Software Administrator.   For Windows 10, Windows 11, Windows Server 2016, 2019, 2022 the default paths for the logs folder are: Enterprise Server: C:\ProgramData\Schneider Electric [EcoStruxure|StruxureWare]\Building Operation [n.n]\Enterprise Server\db\logs Enterprise Central: C:\ProgramData\Schneider Electric EcoStruxure\Building Operation [n.n]\Enterprise Central\db\logs In EBO V3.2 or higher, shortcut buttons can be found in Software Administrator to go to the folder for logs and database directly.    By default, the "Program Data" folder is hidden, so Windows needs to be configured to view hidden files and folders. For Windows 10 or 11, open Windows Explorer and select View > Show > Hidden items. For other Windows versions, please refer to this Microsoft help article: Show hidden files (microsoft.com). Using Windows Explorer, Navigate to the ES or EC logs folder to find System and Trace logs. Copy the Logs folder contents and send them to Product Support as a compressed file if required. To open a log file, Right-click on one of the logs and select Open with... Expand the window and select WordPad.   Other ways to review site-specific issues: Is the issue site-specific regarding workstation being used or applications/programs running on these machines? Always try to keep the programs on a workstation to a minimum. Review the Windows Event Logs. What specifically happens when an error occurs? Follow this KB article to view and save the Windows Events: Viewing, Saving, Sharing Windows Event Logs for Troubleshooting Purposes - Communities Make sure that PCs and Windows OS used for WorkStation, ES or EC meet the requirements mentioned in Information Technology System Planning Guide (se.com) Make sure that the firewall and antivirus are correctly configured, and required ports are open for EBO, as explained in Information Technology System Planning Guide (se.com) Make sure that the current installed EBO version is supported, as per the Software Support Policy for EcoStruxure Building Operation - PA-00300. Check if Microsoft currently supports the installed Windows OS: Lifecycle FAQ - Windows | Microsoft Docs

Issue Technical Support may request Windows Application logs to assist in diagnosing system or software issues. Product Line Andover Continuum, EcoStruxure Building Operation, TAC INET, TAC Vista Environment All supported Microsoft Windows client and server operating systems. Cause Unspecified cause. Resolution Open Event Viewer Press Windows + R to open the Run dialog. Type eventvwr and press Enter. Navigate to Application Logs In the left pane, expand Windows Logs. Click on Application. Save the Log In the right-hand Actions pane, click Save All Events As... Choose a location and file name. Select .evtx as the file format. When prompted, choose Display Information in English (or your preferred language). Click OK to save. Verification To confirm the log was saved correctly: Navigate to the saved location. Double-click the .evtx file to open it in Event Viewer. Send the File Email the saved .evtx file to your support representative. If needed, compress the file using ZIP before sending. Additional Notes for Windows Server These steps apply identically to Windows Server 2016, 2019, and 2022. You must be logged in with Administrator privileges to access and export logs. For advanced filtering or automation, PowerShell can be used: Get-WinEvent -LogName Application | Export-Clixml -Path "C:\Logs\ApplicationLog.xml"

Issue how to set a static IP address to a Windows Client to ensure consistent network communication, especially for services like file sharing, port forwarding, or hosting. Product Line EcoStruxture Building Operation Environment Windows 10 Windows 11 Windows Server 2016, 2019, 2022 Cause Why use a static IP? Prevent IP address changes that disrupt services Enable reliable access to networked devices Support port forwarding and firewall rules Simplify network management in server environments Resolution For Windows 10 & Windows 11 Method 1: Using Settings App Open Settings → Network & Internet Select Wi-Fi or Ethernet, then click your active connection Scroll to IP assignment → Click Edit Change to Manual, enable IPv4 Enter: IP address (e.g., 192.168.1.100 ) Subnet mask ( 255.255.255.0 ) Default gateway (e.g., 192.168.1.1 ) DNS servers (e.g., 8.8.8.8 , 8.8.4.4 ) Click Save Method 2: Using Control Panel Open Control Panel → Network and Sharing Center Click Change adapter settings Right-click your active adapter → Properties Select Internet Protocol Version 4 (TCP/IPv4) → Properties Choose Use the following IP address and enter the details Click OK to apply For Windows Server 2016, 2019, 2022 Method 1: Using Control Panel Open Control Panel → Network and Sharing Center Click Change adapter settings Right-click the network adapter → Properties Select Internet Protocol Version 4 (TCP/IPv4) → Properties Choose Use the following IP address and enter: Static IP (e.g., 10.1.4.120 ) Subnet mask ( 255.255.255.0 ) Default gateway (e.g., 10.1.4.1 ) DNS servers (e.g., 10.1.4.1 , 8.8.8.8 ) Click OK        Method 2: Using Powershell Get-NetAdapter New-NetIPAddress -InterfaceIndex <Index> -IPAddress <IP> -PrefixLength 24 -DefaultGateway <Gateway> Set-DnsClientServerAddress -InterfaceIndex <Index> -ServerAddresses <DNS1>,<DNS2> Replace <Index>, <IP>, <Gateway>, <DNS1>, and <DNS2> with your actual values.