Building Automation Knowledge Base

Issue Cardholders and door schedules are no longer working and they were yesterday Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause There is likely a holiday or holiday group that is affecting the entire system Resolution A holiday in Access Expert will make every schedule in that instance NOT run that day. Holidays are exceptions to a normally scheduled interval. The holidays within the system apply globally to all schedules. Schedules normally activate at the beginning of an interval and deactivate at the end, however, on a holiday, the schedules do not activate. This creates Holidays as global exceptions to schedules.   Example: A site recently lost all card access and schedules did not work on Veteran's Day. Not all cardholders were out of the office that day.  Reviewing the Instance's Holidays showed that Veteran's Day was configured, so schedules and cards were not working.   ** To resolve this issue: 1. The Veteran's Day holiday was deleted from the above list 2. Next, the controller(s) needed a right click and then "Push controller database" After doing this, the schedules and cardholder access worked normally.

Issue Need to change from the Small Number Format (Card Number) to the Large Number Format (Facility Code + Card Number). Requirement for Security Expert Transitions with I/NET Hardware.   Badging card on SCU1284 Reader using Security Expert, the reader event displays "Format error RD xx Port x Error Number of Bits" From Security Expert Client Events Product Line TAC INET, EcoStruxure Security Expert Environment I/NET Seven Security Expert Transitions Cause The I/NET system is limited to a maximum number of access cards, 32,000 per Tenant.  If a larger number is required, then I/NET must be configured to use large card numbers.  The Large card number format described in the Resolution MUST be completed before transitioning from I/NET to Security Expert and utilizing the I/NET SCU hardware as detailed in the Transition Guide Security Expert - INet Access Control to Security Expert - Reference Guide. Resolution To convert I/NET to use the Large Card Number support, the following steps must be performed:  Conversion of Card Numbers (small) to Large Numbers Sort the Individuals list according to the Individual Number. Look in the Individuals Editor “Options” function to set this up. Look at the tenant editor to determine the Tenant Code/ Facility code of the cards. From this, use the circled items the Tenant Code (Facility Code) and the First Individual Number as the lowest possible card number in the next step.  Verify in the door editor that the cards in this system are in a known Wiegand bit format.  In this case, we are using 26-bit. Attached are various Excel spreadsheets that can determine the Decimal number of the first card in the system (e.g., Card #970 Facility code 199) is the Decimal number 13042634, using a 26-bit Wiegand Excel spreadsheet.  This number will become the Source number in the Key/Card Translation table. These include 26-bit 32-bit ABA115 format Create a Key/Card Translation table similar to that shown below in the I/NET Seven Access Control editor.  This table will be removed after running the provided SQL Script.  The Key/Card Translation must contain: Source - Decimal number calculated in Step 3 above (13042634) Target - First Individual number shown in the Tenant (970) Count - Number of Individuals as shown in the Tenant (10000) Tenant - Tenant number this translation refers to (1) If there are multiple Tenants, then this process MUST be repeated for each Tenant Tenant Editor and Key/Card Translation Editor Shut down I/NET completely and run the attached SQL Script. Then once the script runs then, restart I/NET and look in the Individual Parameters editor, as shown below. Start I/NET and delete the Key/Card Translation table create above. Open the Individual Parameters and verify a Hex number and the decimal number matching that from the Excel spreadsheet (Step 3) is seen in the Individual Editor Card section. NOTE: There may be multiple card entries here; the Last entry shown is that entered by the SQL Script.  It will depend on whether an existing Card entry was entered for the Individuals before running the SQL Script.  To have large numbers working on a site DipSw #7 has to be turned ON for the 7910/7920 DPUs. For the SCU1284 in the door editor, at the top center of that editor, there is a check box, "Card Translation," which has to be enabled for large numbers to work in the SCUs. An SLI “SAV” should then be done because that is where the Card numbers and Door settings are stored. Then perform an SLI restore. Followed by a DPU restore to all of the door controllers. NOTE: Steps 6d. and 6e. are NOT required when performing the transition to Security Expert as this information will be performed by the SP-C.   

Issue When a card is presented at the Smart Reader it beeps but no card data is sent through to the Security Expert Controller. The Reader LED is flashing red then green every second continuously. Product Line EcoStruxure Security Expert Environment Security Expert Smart Card Readers which support both 125Khz and 13.56Mhz (SX-DRD-xx, SX-DRK-xx, SX-RK-xx) Cause The Smart Card Reader is not able to communicate with the Controller as it is in RS-485 mode but the connection being used is Wiegand. Once connecting to the the Smart Reader in RS-485 mode the reader will not communicate if it is then connected up to a Wiegand port. Resolution Once a Security Expert Smart Card Reader is used in an RS-485 configuration it will not work in Wiegand configuration until it has been re-programmed with a configuration card designed for that purpose. The configuration card  (SX-ISO-CONFIG) must be purchased through Schneider Electric. See the Security Expert Credentials Order Form for details.   This is because RS-485 is a two-way communication, intelligent wiring protocol. Once the reader is set in this two-way communication mode there is currently no way, without the configuration card, to go back to a less intelligent one-way mode like Wiegand.   Note: Readers manufactured in 2017 or before may have a firmware version that uses a configuration mode that will not respond to a configuration card. If you contact Schneider Electric for a configuration card, supply the serial number (SN) from the back of the reader on your request.

Issue Continuum Cyberstation running on Windows 7 machine.  Cyberstation crashes unexpectedly.  Cyberstation crashes when an alarm come is reported. Product Line Andover Continuum Environment Continuum CyberStation WebClient Outlook Cause Event notification alarm delivery configured to send email alarms when Outlook is not installed on the workstation. Resolution Either remove the email option from the event notification, or install Outlook and set it up for alarm emailing. If enhanced alarm delivery is selected (Database Initialization> Server(Stand alone)> See check box for enhanced alarm delivery Ensure that recipient Cyberstations do not have page, log, forward options selected. Only use email if it is being used. Example: Ensure that if an object is selected in an event notification action (i.e display graphic) that the point that is being alarmed on has that object (graphic) selected. Related article:  https://community.se.com/t5/tkb/workflowpage/tkb-id/knowledge-base_public/article-id/6986 

Issue EcoStruxure Building Operation WorkPlace Tech Editor Supported Microsoft Visio Versions The following error context is encountered when trying to run WorkPlace Tech Editor to edit a program: WorkPlace Tech Editor returned errorClass not registered 0x80040154 REGDB_E_CLASSNOTREG Product Line EcoStruxure Building Operation, TAC I/A Series Environment EcoStruxure Building Operation WorkPlace Tech Editor I/A Series MNL, MNB Controllers (MNB - from SBO v1.8.1 and newer) Cause Only the 32-bit versions of Microsoft Visio is supported for use with WorkPlace Tech Editor. The error is seen when a 64-bit version of Microsoft Visio 2010 is installed. Resolution Currently, only 32-bit versions of Microsoft Visio is supported for use with WorkPlace Tech Editor. SBO 1.5, 1.6, 1.7 Microsoft Office Visio 2010 SP1, 2007 SP2, 2003 SBO 1.8 Microsoft Office Visio 2010 SP1 (32-bit), 2007 SP2, 2003 SBO 1.9, EBO 2.x, 3.x Microsoft Office Visio 2016 (32-bit), 2013 (32-bit), 2010 SP1 (32-bit) EBO 2022 Microsoft Office Visio 2021 (32-bit), 2019 (32-bit), 2016 (32-bit), Microsoft Office Visio Plan 2 (32-bit) EBO 2023 Microsoft Office Visio 2021 (32-bit), 2019 (32-bit), 2016 (32-bit), Microsoft Office Visio Plan 2 (32-bit) EBO 2024 Microsoft Office Visio 2021 (32-bit), 2019 (32-bit), 2016 (32-bit), Microsoft Office Visio Plan 2 (32-bit)

Issue The ACCDataServices application is crashing on start up of CyberStation Product Line Andover Continuum Environment CyberStation Windows XP Cause Windows permissions issue Windows Firewall Configuration  Resolution Make sure when installing CyberStation the user has Local Admin rights to the computer Make sure Windows Firewall is turned off during the install Make sure all VirusScan software is turned off during the install. Check the event notifications and verify that none of them are set for the recipients to have pager, log, forward or any unused option which can create unnecessary traffic when using enhanced alarm delivery. To check if you are using enhanced alarm delivery Database Initialization > Server (or Stand Alone) > see check box for enhanced alarm delivery An example of possible unnecessary check box recipient options:  Check that each action in the event notification i.e. 'Display Graphic' has a corresponding object for the point alarming. If no object is selected it may cause accdataservices errors. Run acctrace and/or the Continuum error  log and wireshark to determine if there are errors. Cleaning up these issues can relieve the system and these errors. The Windows application/system logs and system.nfo/Belarc advisor can help gather info about the PC. See Top 10 Steps for Troubleshooting Cyberstation and webClient issues. If there is a 3rd party bacnet device, disable or unplug the device to see if the issue is related to the flooding of traffic into Continuum Liebert Sitelink- If you are on 1.93 and below, the Sitelink trendlogs could affect Continuum. Upgrade to 1.94 and disable trendlogs. Engineering is working on a hotfix for this issue. (Not released as of 11/29/12) Stand Alone Windows 7 system - A stand alone system can easily tax resources when extended logging, graphics, SQL Server, Cyber, etc. are all running on the same system. Eliminate any errors in the error log and disable certain functions to see if this helps. Consider a server class PC depending on what the system functions that are required by the site. Install Cyberstation 1.94 SP1 and related firmware updates as there are many fixes to address accdataservices.exe crashes (See Continuum 1.94 SP1 Service Pack to address accdataserices.exe crashes and other issues) Do not mix 1.94 and 1.94 SP1 Cyberstations on the same db, this could cause accdataservices crashes

  Issue Cardholders are getting automatically changed from Active to Inactive (deactivated). When the LDAP/AD integration is configured to map the Active Directory attribute UserAccountControl to Card Status in Access Expert; records that have useraccountcontrol = 512 (normal active account) are getting their cards deactivated. These records should NOT be deactivated.   An LDAP query mapped to UserAccountControl Card(s) showing Inactive in Access Expert   Event History record showing the date and time the cardholder record was set to Inactive by LDAP Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Active Directory Cause A version of the LDAP service less than 24.2.1 Resolution Manually set the cardholder to Active as a workaround Ensure the LDAP service installed is greater than version 24.2.1. See the following link to a KB article showing how to "Identify which LDAP service is currently installed" : https://community.se.com/t5/Building-Automation-Knowledge/Identifying-which-Access-Expert-LDAP-integration-version-is/ta-p/480424    If the version installed is older than 24.2.1, perform the following steps: Uninstall LDAP from Windows Programs and Features Navigate to C:\ProgramData\Feenics_LDAP and delete the .dat file Restart the PC Install an updated version of LDAP from Feenic's web site: https://s3.amazonaws.com/download.feenics.com/ldap/Feenics.Keep.Installer.ActiveDirectory.msi  Test to ensure the issue has been resolved with the updated LDAP service

Issue Can Cyberstation setup and configure 3rd party BACnet devices. Product Line TAC IA Series, Andover Continuum Environment Cyberstation BACnet I/A Series MNB-1000 Cause It is desirable to configure all products from the same software. Resolution Cyberstation and the BACnet protocol do not allow you to do basic setup and configuration of 3rd party devices, most products will have their own configuration software or local display/ keypads for setup. The I/A MNB-1000 BACnet controllers will require I/A Series Software to setup and configure the controllers, this can not be done through Cyberstation. Once setup and communicating Cyberstation will be able to make changes / adjustments depending upon the PIC's statement of the device.

Issue Not able access a new MNB-1000 via its default IP address. It will not respond to when pinged. Product Line TAC IA Series Environment WorkPlace Tech all versions, WPT Version 1.50E and later Cause The ability to ping the MNB-1000 controller was removed starting in Firmware version 1.50E. All MNB-1000s are shipped with IP port disabled. Resolution Starting with firmware revision 1.50E, the ability to ping a MNB-1000 controller was removed; so any MNB-1000 controller at or above firmware Revision 1.50E will not respond to a ping. Reference Unable to ping the MNB-1000 (Plant Controller) using firmware Revision 1.50E or higher for further details. All new MNB-1000 controllers are shipped from the factory with their IP and MS/TP ports disabled. The Ethernet port is the only port enabled. The MNB-1000 controller must first be accessed via its Ethernet port. Once gaining access, its BACnet/IP port can then be enabled.  Note: Both BACnet/Ethernet and BACnet/IP ports should not be enabled at the same time. So if BACnet/IP is being used and once the BACnet/IP port is configured and enabled, then disable the Ethernet port. NOTE:  Firmware 1.537 made the MNB-1000 visible via the ping command again.

Issue Can a MNB-1000 be configured to get an IP address via DHCP? Product Line TAC IA Series Environment MNB-1000 Cause End user does not want to use fixed IP addresses on their network. Resolution The MNB-1000 does not support the use of DHCP for setting the IP address.

Issue How can the MNB-1000 be set back to factory defaults? Product Line TAC IA Series Environment I/A Series MNB-1000 Cause Reconfigure the MNB-1000 Resolution Do the following: Set all of the dip switches on the MNB-1000 to the ON position (all ones)  and cycle power.  Wait until the controller completely boots up (solid green status light), then change dip switches from all ones back to the desired address. Cycle power again. Note - Setting the MNB-1000 back to factory defaults will delete the installed application.

Issue How to determine if the IOU modules neuron chip is manufactured by Toshiba or Motorola? Product Line Andover Continuum Environment Continuum Cyberstation I/O modules (All modules affected except the AC-1 Plus, VT-1, Infistat, and LC-1) Cause Up-revving I/O modules to new firmware and there are 3 types that have been used,  Motorola, Toshiba and the most recent Cypress neuron chips. The program ID can help determine which neuron is in the IOU module to select the correct firmware. Resolution To determine the chip type, look at the Program ID using the object editor or a list view. The second digit or position of the second number of the Program ID is the chip set indicator. If the second digit is 2, the I/O Module has a Toshiba chip. If the second digit is 1, the I/O Module has a Motorola or if shipped after 2014 a Cypress chip.  See example of object editor below:   ***** Note: The image above doesn't show the Cypress information. a 1 could be Motorola(old) or Cypress (new). If the flash revision is 21 the it is the most recent flash version for the Cypress chip. The IOU modules that could have the Cypress chip are AC-1(Not Plus), A0-4,DI-8,DM-20, D0-4, D0-6, MI-6, UI-8. Motorola or Cypress Ui8s that have an 11 in the second position of the ProgramID are either Motorola or Cypress chips. The modules with ProgramID 11 in position 2 and firmware version 11 in position 4 of the ProgramID are Motorola and 11 is the most up-to-date version. The modules with 11 in the 2nd position of ProgramID and firmware version 21 in position 4 of the ProgramID are Cypress chips.  I have not seen a separate firmware version 21 file for the Cypress chip on Exchange or anywhere. 21 is the most up-to-date version and was shipped with those modules. The email we found indicates that since the Cypress chip was a direct replacement for the Motorola chip they used the same number (1) in the 2nd position of the ProgramID (instead of using 3). To summarize the most up-to-date firmware versions for the Ui8: Motorola: 11 Toshiba: 20 Cypress: 21   There is an old TPA that describes this in detail. You can download the TPA Technical Bulletin 1041 - Continuum IO Modules Now Using the Toshiba Neuron Chip from The Exchange Download Center.

Issue Can the UPS option be added to an existing Continuum power supply? Product Line Andover Continuum Environment Continuum Power Supply PS120/240-AC85 Cause Can the UPS option be added in the field to a Continuum PS120/240-AC85? Resolution No. There is no field upgrade kit to add the UPS option to a Continuum power supply.

Issue Will an i2 device work on an existing installation that uses a CMX241 controller? Product Line Andover Continuum Environment Continuum CMX241 Infinet Cause An installation that has a CMX controller with Infinet and the Infinet 1 controller needs to be replaced with an i2. Resolution The CMX241 controller will recognize an i2 controller, but it will handle it as if it is an infinet1 controller. Some infinity system variables and their functionality will not be recognized such as accrestart mode, accstatusflash, etc... The replacement for the CMX241 is the BCX9640

Issue What does Accuracy and Resolution mean when mentioned in the Datasheet of a controller with a airflow sensor Product Line Andover Continuum Environment B3-865 B3-866 B3-885 Cause Need definition of the meaning of Accuracy and Resolution when mentioned in the datasheet of a controller with an airflow sensor Resolution Accuracy is the amount that the measurement could be “off” from true reading, either above or below.  Resolution is the smallest change that can be detected. 

Issue Customer database server crashed with no backup. Customer needs to re-create the access control database. What data can be recovered from the acx781's? Product Line Andover Continuum Environment Netcontroller ACX781 Hyperterminal Terminal mode Cause Customer database server crashed with no backup. Customer needs to re-create the access control database. What data can be recovered from the acx781's.? Resolution Using terminal mode into the NetController the customer can dump out from the controllers all the doors, numerics, inputs, outputs and PE code. The personnel records are not retrievable, however, as they are not stored in text format in the controller.

Issue With no CyberStation or network controller available, need to load application programs into controller. Product Line Andover Continuum Environment RoamIO2 Cause This item is not in the documentation. Resolution The RoamIO2 does not have the ability to load a dump file into a controller.

Issue The programs Run Times are running fast. Product Line Andover Continuum Environment Continuum 1.82 BCX-4040 Cause Internal Programming corruption Resolution Verify the System variable time on the controller Reload the controller

Issue An error may pop up when using Bosch RPS configuration software indicating there is an issue with the hardware key. The Bosch Panel is offline in Access Expert Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Bosch Panel using RPS (Remote Programming Software) SafeNet USB Driver Cause The USB hardware key may not be installed or the driver needs to be updated or repaired Resolution Note: This solution assumes that the Bosch panel has been online in Access Expert before.   While working with a Bosch panel to integrate with Access Expert, the RPS software is used to configure the Bosch panel. An error may pop up indicating there is an issue with the USB security dongle that is inserted into the PC to connect to the Bosch Panel using RPS. This error typically pops up when trying to login with RPS and making the connection to the panel in RPS. "Invalid or missing Hardware Key" Steps: 1. Check to make sure that the USB dongle is inserted into the PC RPS is installed on 2. Install, repair or update the Sentinel Driver in Windows Programs and Features  Navigate to Windows Programs and Features Right Click on the Sentinel Driver Select Repair       Clicked through Next and Install Prompted to restart the PC       Note: Before restarting the PC, Exit RPS, Stop and Exit Docker, Exit Access Expert and then Restart the PC. Once the restart is completed, restart RPS and connect the Bosch panel, there should not be an error with the hardware key. Restart Docker and Access Expert. The panel should show online in Access Expert.                Additional external reference from Bosch: https://community.boschsecurity.com/t5/Security-Intrusion/How-to-correct-the-Invalid-or-Missing-Hardware-Key-message-from/ta-p/2858

Issue In the download center there are up to four files for the same version of the IOU modules firmware, how do I know which is the right file for my IOU module? Product Line Andover Continuum Environment Continuum IOU Module Cause The Neuron chip used in the Continuum IOU modules can support two different transceivers which are FTT-10A and RS-485, each type requires a different FW file. Additionally, the IOU module originally used a Motorola Neuron Chip ***, in 2001 the Motorola Neuron chip had to be replaced with a Toshiba chip when Motorola ceased production of their Neuron chips. A 3rd chip was used after, the Cypress chip. *** The AC-1 Plus, VT-1, Infistat, and LC-1 were not affected by the chip change as they did not use the Motorola Neuron chip. So you will only find 2 FW files for the same version and model these modules. Resolution 1. When up revving Continuum IOU modules first determine if the module is FTT-10A or RS-485. To determine the type lift the door cover of the IOU module and check the model written on the label. FT appended at the end of the model is for FTT-10A, RS-485 will either have 485 appended or only the model name with nothing appended at the end. If the door cover is missing then remove the inner cover and take a look at the label on the chip itself. The picture below shows an AC1-Plus FTT-10A module indicated by the FT on the label. If the label is missing you can easily identify FTT versus 485 by removing the upper part of the enclosure and inspecting the components populated in the communication section of the circuit. On the Net Controller itself (99xx or 9680) there will be an ECHELON FT component similar to the one in the picture below located in the upper right corner of the board, the Net Controller's cover will need to be removed to see the component.  2. Verify which Neuron chip (Motorola or Toshiba) is installed in the IOU module. 3. Get the appropriate FW file from the download center. R&D had to recompile for the Toshiba chip. The 20 version is the same as the 10 version and the 21 version is the same as the 11 version. Download the IO module firmware Note:  Version 10,11 are the Motorola processors  Version 20 is the Toshiba processor  Version 21 is the Cypress processor