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Label: "andover continuum"

View in: "Building Automation Knowledge Base" | Community

2197 Posts | First Used: 2018-09-06

Building Automation Knowledge Base

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 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.

Issue The Windows Installer fails to complete the installation of an application. This may occur across various Windows operating systems. Product Line Andover Continuum, EcoStruxure Building Operation, Satchwell BAS & Sigma, Satchwell MicroNet, TAC IA Series, TAC INET, TAC Vista Environment Microsoft Windows Server 2003 Microsoft Windows Server 2003 R2 Microsoft Windows XP Windows 7 Windows Server 2008 Windows Server 2008 R2 Windows Vista Windows 8 Windows 8.1 Windows 10 Windows Server 2012 editions Windows Server 2012 R2 Cause Installation failures may result from: Corrupted system files Incomplete previous installations Conflicts with existing software Unsupported OS versions or outdated service packs Resolution For Windows 10: Use the official Microsoft Program Install and Uninstall Troubleshooter: 🔗 Launch Troubleshooter Note: This tool is not supported on earlier versions of Windows or Windows Server. For Other Windows Versions: Manual troubleshooting steps may be required: Run System File Checker (SFC): Open Command Prompt as Administrator and run: sfc /scannow Check Windows Installer Service: Ensure the service is running: Press Win + R , type services.msc , and locate Windows Installer Right-click → Start (if not running) Clear Temporary Files: Use Disk Cleanup or manually delete files from %temp% Review Event Viewer Logs: Look for installation-related errors under Windows Logs → Application Verify OS Compatibility: Confirm your OS version is supported by the application and has the latest updates. Additional Notes Always verify the official Microsoft support status for your OS version to ensure compatibility and security.

Issue A method to remove access from a large number of Personnel by changing the Expiration Date using a Template. Product Line Andover Continuum Environment Continuum Access Control Cause Need to know how to disable large numbers of Personnel at one time using the Personnel Expiration Date. Resolution The Personnel Expiration Date is distributed down to the Controllers and used to allow or deny access at the Door. If a future date is set then the Personnel has normal access, if a past date has been set then they do not have access and a "Person Expiration Date Passed" error will be displayed when they are refused access. See the steps below on how to use a template to mass set this Expiration Date field for a large number of Personnel at the same time. 1. Create a Personnel Template in the Personnel Templates Folder. Notice that the Expiration Date defaults to a future date of "12/31/2099 11:59:59 AM". 2. Go to the Attribute Data Source tab and set the ExpirationDate attribute to InheritFromTemplate. 3. Use this Template to create your Personnel objects. 4. Notice that Personnel created from this template should show the Expiration Date in Blue which is also un-editable in the Details tab. 5. Edit the Template and change the Expiration Date to a date that has already past. After saving the Template the changes will be made to all attached Personnel and those Personnel distributed to all online controllers. Viewing the Distribution Properties, you should see an entry for each object refreshed by the Template. 6. Looking at the Access Distribution View you should see that the Personnel have been redistributed down to the controllers successfully. 7. Test your Personnel at the Door and they should no longer have access. Looking in an active Event View you can see that the Personnel are not being granted access with the Message "Person Expiration Date Passed". When setting the ExpirationDate back to a future time they will now have normal access.

Issue In Physical Access Control lingo, the term Edge controller typically refers to a device that is installed at the door (or in close proximity to the door) and that has all of the components needed to fully control the door with only and IP connection running back for communications to the front end system. Typically Edge access controllers are PoE so that there is no need to provide a separate power feed to the device, they also provide power to all the components that comprise the door control (door lock, REX etc) Environment CyberStation CX9702 Cause Documentation Resolution Continuum does not have a physical access controller that can be considered an Edge access controller. The Continuum access controller that come closest is the CX9702, although it is NOT a PoE controller. Click HERE to see the specs of the CX9702.

Issue I/NET uses a different "large number" hexadecimal format to represent individual cards. To convert to a Continuum system, these must be decoded into Facility Codes and Card Numbers. Product Line Andover Continuum, TAC INET Environment I/NET Seven Security converted to Continuum Cause Different representations of individuals in the two systems. Resolution Download the "ZIP" file here conversion Excel spreadsheet. Press the "Clear Values" button to zero out the inputs. Select the correct format between the four options: 26-Bit Wiegand 32-Bit Wiegand Format (CSI) 35-Bit Wiegand Format 37-Bit Wiegand Format Enter the hexadecimal value and the Facility Code and Card Number will populate automatically.

Issue When was the AC256 product discontinued? Environment AC256 Cause Discontinuation notices only seem to go back to 2007, at which time the AC256 had been discontinued for quite some time. Unable to find any reference to this products discontinuation. Resolution The AC256 was discontinued in 1998. A reference to this can be found in the Andover Controls Network News from February 1998. On page 2 on the right hand column, there is reference to discontinued products as of May 1, 1998. You find the bulletin here.

Issue How to filter in a listview AlarmEvent based on the EventNotification Environment Continuum Cause Continuum pre 1.91 did not allow filter in a listview AlarmEvent, based on the EventNotification Resolution See Continuum CyberStation Release Notes Version 1.91(Downloadable here) Fixed Problems 4.007 Cannot filter an AlarmEvent table based on the EventNotification using the query wizard (21101) Find another way to filter or upgrade your version of Continuum.

Issue Personnel are not deleting properly using a stand alone database in 1.82 and above Environment Continuum 1.82 Continuum 1.9x SQL Express 2005 (Stand Alone) Windows XP Windows Vista Windows 7 Windows Server 2003 Windows Server 2008 Cause There is a different mechanism used to delete personnel in SQL Express than was used in previous versions of Stand Alone databases (MSDE). The SQL agent is no longer available in SQL Express so a combination of batch files, SQL queries and Microsoft scheduler are used to accomplish this task. Resolution Several things to check: Ensure all controllers are online (a controller offline can cause deletions to not happen) A personnel listview with the deletepending attribute indicates True A controller was not deleted No areas were deleted Expiration date is not greater than 2031 Check the access distribution view for any errors At times for permission issues not all the components for deletion are configured by the Cyberstation installation and it's necessary to troubleshoot those components. Click here for a Word document describing these components to help troubleshoot.

Issue What is the bCX and NCII required bandwidth? 10Mb, 100Mb Network Connections, GSM Modems. Environment Continuum Ethernet level controllers: ACX57xx, Netcontroller II and bCX1 Cause IT Departments often ask for the required IP Network bandwidth for the CX and bCX controllers; as it is not listed on the datasheets. Is there a bandwidth calculator available? Resolution The Network usage of a bCX/ CX/ ACX controller will vary constantly depending on what is happening on the system at the time. It will be affected by user commends, Graphics, Plain English programming, Access events, reloading or re-flashing controllers and time triggered events. The 2nd generation controllers network connection supports a 10Mb half duplex or 100Mb full duplex auto sensing permanent connection. Note: Older 1st generation controllers (CX9200, CX9400, CX9900 series) only support 10Mb half duplex. So a corresponding up to 10Mb or 100Mb connection would be ideal. GSM Modem or other packet based communication networks are unlikely to be able to provide the continuous data throughput required by Continuum. In terms of bandwidth an absolute minimum of 1Mb in both directions is recommended but this will depend on the specific site requirements you have, for example if there is a requirement to update graphic or alarm values within a specific time then a 10Mb connection would be more appropriate. The following Bandwidth Calculator can be used to determine the % network usage on a 10Mb network connection. This was created specifically for typical Access Control projects, so for HVAC applications the following should also be considered: data logging, PE programs passing data, IP based X Drivers. Fill in the appropriate values in Column D for the system: Bandwidth Calculator.

Issue Sending a text message (SMS) from an alarm Product Line Andover Continuum Environment Continuum CyberStation CX9900 CX9680 CX9640 Netcontroller Netcontroller II bCX4040 Cause There is no simple way of sending a text message (SMS) from Continuum to a mobile phone. Resolution The below are possible options to send an SMS message:- Single output (Digital Output) to a GMS modem or auto dialer (single alarm). SMS PE Driver (output via RS232) to a 3rd party GSM modem for more complex alert text. Please see instructions and sample PE code. Send alarm email via outlook or exchange server to an email/SMS Gateway service Send an email from bCX or NC2 to a email/SMS Gateway service.

Issue How to determine who is logged into the Continuum system and onto which workstation? Product Line Andover Continuum Environment CyberStation Cause Is it possible to see via a Listview or Pinpoint who is logged into Continuum and onto which workstation? Resolution There is no "live" means to see who is logged into what workstation. However, a listview of ActivityEvent filtered by today and action code 15 and 16 and auto-refreshing every 30 seconds is pretty close. This listview will show what user logged in and when to which workstation. It will show the same information for users logging off. So one can deduce who is currently on which workstation. Simply download and unzip this dump file and import it into the root of Continuum Explorer and run it.

Issue How to delay the intrinsic controller status alarms to accommodate controllers that are sporadically going offline for short periods of time due to known network problems. Environment Continuum BACnet Controllers bCX1 b3xxx Cause Need to delay controller offline messages to accommodate slow network communications or remote controllers. Resolution The intrinsic alarm for the controller status will trigger when the controller does not respond to communications from the within the probe time and would not be suitable for this delay. The only way to delay a controller offline alarm for an amount of time after the controller goes offline, is to monitor the controller offline status from the workstation with a program, toggle a variable that then has an AlarmEnrollment attached. This AlarmEnrollment would then have a Time Delay configured. See the attached sample screenshot below showing the program in the Workstation, the AlarmEnrollment, and the Active Alarm View showing the time delay between the intrinsic alarm and the new AlarmEnrollment with a delay configured. Example

Issue Change of Value alarm is configured to alarm when an analog value changes by certain value but does not produce an alarm when the monitored object changes by that amount. Environment Continuum Cyberstation bCX1 b3xxx Cause EventNotification or monitored object has not been configured properly. Resolution There are a number of configuration reasons for these Change of Value alarms to seem like they are not being delivered to the Workstation. Check the Current State tab of the EventEnrollment to see if the ToNormal time is changing when you modify your monitored object. If this time is not updating then the EventNotification or monitored object are not configured properly, check the following: Confirm that the BACnet object type in the monitored object is configured properly. If this numeric is a number then it needs to be set to "AnalogValue". Confirm that a "send to database" has been performed on this controller on the BACnet side to send these points to the BACnet side. See details here on how to create BACnet alarms. If this time is changing then the EventNotification and monitored object are configured properly but the alarm is not being delivered to your Workstation. Check that one or more of the following is the cause: The Change of Value alarm will generate a ReturnToNormal alarm, confirm that the EventNotification is configured to Send Return to Normal alarms - this option needs to be ticked under "Send". Confirm that the option to remove the alarm from the active alarm list is configured so that the alarm is not removed as soon as it is delivered. A selection of Returned to Normal or Acknowledged OR Returned to Normal on the Deactivate tab will mean that the alarm is removed from the active alarm list as soon as it is delivered. Select any of the following Deactivate options for the alarms to show up in the alarm list: Acknowledged, Acknowledged AND Returned to Normal, or Acknowledged AFTER Returned to Normal.

Issue What is its part number of the power fuse of an i2/b3 controller? Product Line Andover Continuum Environment Power fuse replacement i2 and b3 controllers 24VAC supply Cause Most controller fuses are not supplied through the factory. Resolution Faulty controllers can be repaired through the regular repairs process, but power fuses can be purchased through local suppliers. The power fuse for the following 24VAC controllers is: Type: Surface Mount Fuse NANO2® Very Fast-Acting, 448 Series Datasheet Ratings: 2A Rating: i2/b3867, i2/b3850 series. 3A Rating: bCX1, i2/b3810 series, i2/b3800 series, i2/b3600 series. 5A Rating: ACX5740, ACX5720 Note: Fuses are fitted to protect the controllers from damage, when replacing one always replace it with an equivalent rating. Also determine the reason why a fuse has blown before replacing, under normal operation a fuse should never blow. Additional Information CX9702 (115 VA) Main Power Fuse: 250 VAC 1.5Amp Outputs: 125 VAC 3.5Amp replaceable Inputs/Outputs: Surface mount non-replaceable i2/b3814 outputs: see What is the part number of the i2814's output fuse? Note: The part numbers that used to be listed in iPortal have been removed from this article since they are no longer available from Schneider Electric. The fuses may be obtained from third-party vendors such as Littelfuse or Digikey.

Issue In versions of Cyberstation prior to 2.0 there was no way to determine if a valid attempt had been processed by the access engine in the controller before granting access to the door. This limitation made it impossible to implement custom access control sequences such as 'Two-Man Rule' or 'Man Trap' sequence unless the door was configured WITHOUT a door switch. Not having a door switch configured in the door made the implementation awkward as well as less secure, since the status of the door (Closed/Open) could not be determined. Product Line Andover Continuum Environment CyberStation ACX57xx controller CX9680 controller Cause Door 'Valid Attempt' flag not available before has been added to Continuum in Cyberstation 2.0, ACX57xx 1.100042 and CX9680 2.100042 Both the new version of Cyberstation as well as the new version of the controller firmware are required to get the new functionality. Resolution In order to improve the physical access control functionality in Continuum a new flag has been added to the door object. The name of the new flag is 'ValidAttempt' The value of 'ValidAttempt' is set to true when the access engine has processed a credential presented at the door (card or card & PIN) and has determined the credential can be granted access to the door. The value of the 'ValidAttempt' flag is reset to false after one scan. HOW IS 'ValidAttempt' DIFFERENT FROM 'ValidAccess'? When a door is configured with a door switch 'ValidAttempt' is set to true immediately after the access engine validates the credentials, determines that they are valid and grants access by unlocking the door, the 'ValidAccess' flag will remain FALSE until the person gains access by opening the door as detected via the door switch. Click HERE to see a sample program demonstrating the use of the new 'Valid Attempt' functionality. In this example a bank has specified that access to the bank's vault must follow these rules: Not one is to be allowed alone in the vault. Access to the vault is by two people at a time, no more than two people are allowed in the vault. Vault's door must be configured with door switch in order to alarm on forced entry as well as door ajar.

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