Building Automation Knowledge Base

Issue When executing a Find New BACnet Device a third party controller (Alerton) would not come into the system. Product Line Andover Continuum Environment CyberStation BACnet Alerton Cause The third party device did not have a name assigned to it. Duplicate device id on the network. Resolution Check with third party vendor to determine how to assign a name to the device When devices from different vendors are used it is possible to have device id duplication which will prevent one or more of the devices to be found. If device id duplication is detected, Continuum will indicate the condition in the error log. To solve the problem you must change the device id of one of the devices so that they all have unique device ids. You can determine which devices are duplicating by running acctrace and a wireshark while doing a Find New Bacnet and then looking in the database for these objects. If you cannot interpret what is found in those traces, send them to PSS for analysis.

Issue What does the error 01/30/2011 01:01:57.00 0x00004418       0x00002100       0x021046e2       0x00080003       0x00000030          DEVICE_ERR_NODATA_I2C      mean in a controller error log? Environment CyberStation Controller Expansion module Cause The error code means that the 9640 can’t communicate with the expansion I/O modules or with the RealTimeClock. Resolution Check communications to expansion modules Verify correct operation of the system time in the controller. Replace controller if needed

Issue How to order controllers with XDriver support How to upgrade a controller so it has XDriver support All NC2 options are not available as standard How to order node upgrade XDriver X-Driver X Driver Product Line Andover Continuum Environment 2 nd Generation Controllers with X Driver Port enabled NC2, NCII, Netcontroller 2 CX9680 bCX1, bCX9640 bCX4040  not bCX4000 ACX57xx ACX5720 ACX5740 CX9702 - No XDriver Support X-Drivers  Cause If the NC2 controller required has non standard XDriver requirement, then a standard unit must be ordered, then later upgraded Resolution NC2 (NCII, NetController 2, CX9680) This unit is only available with XDriver enabled on Comm1 (as an option). If other comms ports are required to have XDriver support then this can be ordered after the NC2 is received by ordering the upgrade (you need the serial number before the upgrade order can be processed) via your normal order entry facility. Option tab - example NC2 Xdriver Comm1 : 00000009 (0000)  (XDriver enable and but not loaded) Xdriver Comm2 : 00000000 (0000)  (XDriver not enabled) Xdriver Comm3 : 00000000 (0000)  (XDriver not enabled) Xdriver Comm4 : 00000000 (0000)  (XDriver not enabled) Only the NC2-F (fitted with FTT10 Lon IO option) can support the Echelon XDriver, this is enabled via the Web interface and loaded on to Comm16 in the usual way. If this Comm Port is used for an XDriver, then no IO can be connected to the NC. (This is a no cost option and does not require an upgrade) bCX bCX9640 bCX4040 - NOT bCX4000 The bCX has two comms ports, the XDriver functions can be enabled on none, either or both at the time of ordering (add X1, X2 or X12) Option tab - example bCX Xdrvr Comm1:00000009 (DF23)  (XDriver enable and loaded) Xdrvr Comm2:00000000 (0000)  (XDriver not enabled) ACX ACX5720 ACX5740 The ACX57x0 has a single comm port, the XDriver functions can be enabled at the time of ordering (see the Option tab - example ACX57 Xdriver Comm1 : 00000009 (0000)  (XDriver enable and but not loaded) NOTES 00000000=XDriver not enabled, 00000001=CommPort only, 00000009=CommPort & Ethernet enable, 00000011=CommPort & Access API enable (Schlage, Assa Abloy etc) The four digit number in bracket shows which Xdriver is load and corresponds to "Xdriver valid" at the bottom of the xdriver.xdr file. If Ethernet support is required on the port then this should be requested at the time of ordering. XDrivers like Modbus TCP/IP and Bacnet IP are loaded on to a comms port but communicate via the Ethernet port, therefore the XDriver Ethernet support needs to be enabled for these XDrivers to operate. The XDrivers and hardware update forms are available for download: For orders submitted through Sweden | For orders submitted through the U.S. If an Xdriver requires removing, then go offline, select the comm port, change to Autoset, return online then reload the controller Other upgraded to controllers, eg. node count upgrade is dealt with in a similar way. (Order upgrade, apply upgrade file using "OS Update") 2018 Offer optimising see Product Announcements, means that controllers are no longer available with XDrivers enabled, therefore the controller must be purchased, then upgraded.

Issue CX9200 keeps going online and offline.  Problem is progressively getting worse Environment CyberStation CX9200 Controller Communications Cause Corrosion buildup on the connect between the main board and power supply Resolution Remove and reseat the main board on the power supply Replace board and power supply with ones that have the Gold plated connectors In some cases the power may be slightly low 4.6V or lower so that the board isn't working correctly when the battery is low. Adding an external UPS can help.

Issue VTState value displays 204 before the phone is answered. When a message is played the VTState goes directly to 301 when it should wait until the message has completed.   Environment I/O Module Continuum CyberStation CX9900 CX9680 Cause The cause of the problem is unknown, but flashing the firmware will typically resolve the issue. Resolution Flash upgrade VT-1 IO to most recent firmware. If the most current firmware is already installed, reflash the unit with the same version firmware. Buildings Business Extranet Software

Issue Access Events not displayed at door Access Events tab or in event viewer. Environment CyberStation AC1 AC1 Plus ACX57xx Access Server, AccessServer Cause Access Server system variable not set to a workstation ID or to the ID of the controller. Resolution Edit the controllers AccessServer System Variable. Set the value of the AccessServer System Variable to equal the ACCID of the primary access server, the primary access server is the Cyberstation that will receive the access events and will handle remote validation requests if the personnel record is not found in the controller. There may be cases where remote validation needs to be disabled (i.e. RAS sites), when this is the case set AccessServer to the ID of the controller.

Issue A Plain English program is disabling with the error "attribute does not apply to the item". Environment CyberStation Controller Plain English Cause The controller database did not match the CyberStation SQL server database Resolution Reload the affected controllers

Issue Can audible alarms be delivered to a webclient browser? Alarms can be seen in a webclient browser, but no sound can be heard even when the event notification has the action 'beep on alarm' selected. Alarms in Cyberstation from this same alarm configuration beep normally. Environment webClient Windows XP Vista Windows Server 2003 Windows Server 2008 Internet Explorer 6 Internet Explorer 7 Internet Explorer 8 Cause Webclient browsers do not support audible alarms. Resolution Webclient browsers do not support audible alarms. An enhancement request for this feature has been made, but at this time it has been decided not to implement this feature. You can silence an alarm through a webclient browser, but no audible feedback is received.

Issue Can Continuum software be run as a service Environment Continuum Cyberstation (all versions) Webclient (all versions) Cause Is Continuum software running as a service supported Resolution The Continuum Cyberstation  and Webclient Software cannot run as a service.

Issue The option to browse outside of bacnet controllers to select Event Enrollments and Event notifications is grayed out. Infinity Alarm Enrollments and Event Notifications can be created in folders and used with many controllers. Environment Continuum Cyberstation Continuum Bacnet BCX Controller B3 Controller Cause The Bacnet alarm protocol differs substantially from the Infinity system for alarming. The option to browse out beyond the controller has been disabled. Resolution Bacnet Event Notifications and Event Enrollments must be created in the bacnet device, so the option to browse out beyond the controller has been disabled.

Issue Received error on CX reload "Infinity controller error: Copy protection violation has occurred" Environment CX 99xx model controllers Continuum Cyberstation Cause Flashing the controller with the wrong flash file will cause the error "Infinity controller error: Copy protection violation has occurred" Resolution When selecting the firmware to flash to your controller, there is are two versions for each CX99 controller. If you are not using SNMP alarming uprev your firmware to the "SNMP Not Set" version.

Issue Configuring an enrollment reader to automatically enter access card information in personnel objects. Product Line Andover Continuum Environment CyberStation NC1 - CX99xx NC2 - CX968x ACX2 - ACX57xx ACX7xx Cause Automate data entry for personnel object's credential information Resolution You MUST use the Personnel manager in order to configure an enrollment reader.  Edit a Personnel object in order to launch the Personnel Manager Select “Configure” (bottom left) Select the “Settings” tab Check the “Enrollment Reader” check box and then browse to the Door that you intend to use as the enrollment door/reader. Typically a controller is located next to the Workstation that will be used as the enrollment WS, this controller has a dedicated door/reader for the purpose of enrollment. Click OK to save your changes. You are now able to get card information automatically into any personnel object by first presenting the card at the enrollment reader and then in the personnel object selecting the “Read Card Info” button, from the “Card Information” window click the “Insert Data” button to transfer the data into the personnel object.

Issue Values for a MODBus address are not coming in while using the MODbus RTU X-Driver Environment Controller MODBus X-Driver Cause The data type configured in the X-Driver point did not match the data type from the address on the third party device Resolution Review the data type from the third party documentation and configure the X-Driver point with the correct data type

Issue Has Bomgar been tested with Continuum and is it supported Environment Continuum Cyberstation Bomgar Cause Compatibility of Bomgar remote desktop software with Continuum Resolution Bomgar has not been tested with Continuum and therefore is not supported. NOTE: This is not to say that it will not work. It appears to be a remote desktop type of software. The issue with remote desktops, is that most will work for accessing a system. But where things go wrong are installations of software over remote connections. Also there can be video and graphic issues with remote desktop applications.  

Issue MSMQ error message: "Appears to be a problem with configuration of system please check to make sure you have MSMQ correctly installed" Environment Continuum 1.9X Windows XP and 2003 Server Cause Message Queuing Not installed Resolution Open Control Panel Select Add and Remove Programs Select Add / Remove Windows Components Select Message Queuing Restart System and test.

Issue How often does a Bacnet MSTP B3 controller broadcast alarms? How often is the Bacnet MSTP B3 polled for alarms? Environment Bacnet MSTP Andover Continuum B3 MSTP controller Cause Determining the process of MSTP B3 alarming Resolution The Bacnet B3 communicates on a token passing Bacnet MSTP protocol. When a B3 is configured for alarming and an alarm occurs, it will broadcast the alarm when the controller has the token.

Issue Shared Newgraphics file not accessible thru IIS connections. Environment Continuum WebServer 1.92 MS Server 2008 Standard. Cause Security Enhancements caused Pass-Through Authentication Failure with MS 2008 server IIS application. Resolution On the System that the graphic files are located share the folder and give everyone full control permissions. On the IIS server create a new virtual directory. Name it Newgraphicsfiles and path to where the graphics are located In IIS Manager, scroll down to Directory Browsing and enable it. On the Webserver system, Map a drive to the share for newgraphicsfiles. In all the Continuum Graphics add the mapped path to the options tab. A service account will need to be created in Active Directory. The account will need to have log on locally rights. For example, create an account ContinuumService and add the account to the Back up operators group. The IT group will need to be involved at this point. They will determine what the name and what group the account will belong to. Once the account is created  open IIS manager and right click on the newgraphicsfiles directory and select Manage virtual directory / advance settings. In the Physical Path Credentials add the account IT created domain\account Test the account by going to http://servername/newgraphicsfiles

Issue When presenting a card to a card reader I see a message in the Active Event view that says "Custom Card" instead of "Valid Access" Environment AC1 ACX78x ACX57xx Netcontroller 1 Netcontroller 2 Active Event View Access Event Cause This is being caused by the controller not having an "AccessFormat" numeric set up.  The AccessFormat numeric is used to define the fields when using a Custom Card. Resolution   Use the below procedure to set up a Custom Card.  This procedure uses a Corporate 1000 35 bit card as an example. Custom Card Format for:  HID Corporate 1000, 35 bit Here is the information on creating a custom format in the Andover System. A custom format must be used when the card format is not one of the standard pre-defined formats. Only one custom format can be used in an ACX controller or NetController. Setting Up a Custom Wiegand Format In each ACX700 and ACX780/781 and NetController, create an InfinityNumeric point called AccessFormat (use this spelling exactly!). During the creation process, attach a manual array (log) with 19 entries to the point. Create he following Infinity Program, once created, can be copied to all other access controllers that need it. Program Name: SetArray FlowType: FallThru AutoStart: True Code: Set AccessFormat[1] to 35      'overall number of bits Set AccessFormat[2] to 0        'control mask Set AccessFormat[3] to 0        ' manufacturer’s code Set AccessFormat[4] to 0       ' start bit of man. Code (first bit is 0, not 1) Set AccessFormat[5] to 0       ' end bit of man. code Set AccessFormat[6] to 2       ' start bit of site code Set AccessFormat[7] to 13      ' end bit of site code Set AccessFormat[8] to 14      ' start bit of card number Set AccessFormat[9] to 33      ' end bit of card number Set AccessFormat[10] to 0      ' odd parity mask, first 16 bits Set AccessFormat[11] to 0      ' odd parity, next 16 Set AccessFormat[12] to 0      ' odd parity, next 16 Set AccessFormat[13] to 0      ' odd parity, next 16 Set AccessFormat[14] to 0      ' even parity, first 16 Set AccessFormat[15] to 0      ' even parity, next 16 Set AccessFormat[16] to 0      ' even parity, next 16 Set AccessFormat[17] to 0      ' even parity, next 16 Set AccessFormat[18] to 0      ' card number multiplier Set AccessFormat[19] to 0      ' card number divisor In each Door Configuration, select the Custom Wiegand card type. Other card types may also be selected. For each Personnel, select the Custom Wiegand card type, and enter the correct card number and site code.   If the card is not working, check the Event Log and determine the cause. For Invalid Card Parity errors, set all the parity masks to 0 and try again. For proximity cards, the parity check may be eliminated with little consequence.

Issue Cannot create a Netcontroller2 in CyberStation version 1.74 Environment CyberStation version 1.74 Netcontroller2 CX9680 Cause CyberStation version 1.74 does not support Netcontroller2 Resolution Install Sp2 for CyberStation version 1.74 to support the Netcontroller2

Issue Does a single controller (2nd generation controllers such as NC2 and bCX) support two(2) Modbus TCP/IP xDrivers on two(2) different comm ports?    Product Line Andover Continuum Environment Modbus TCP/IP XDriver NC2 (CX9680) bCX4040 Cause Need to have Modbus TCP/IP interface with 3rd party devices for both Server mode (Slave mode) and Client mode (Master mode).  Resolution You can have only one Modbus TCP/IP XDriver on a Controller(NC2 or bCX).  In order to have Modbus TCP/IP XDriver for both Server mode and Client mode, there should be two different CX controllers, and  different mode of Modbus TCP/IP XDriver should be installed and configured on different controller.   Note: This also includes any IP XDrivers. You can only enable one IP XDriver per Controller. (Ex. You can not enable a BACnet IP XDriver on one comm port and a Modbus IP XDriver on another, you would need two Controllers for this - one IP XDriver on each)