Building Automation Knowledge Base

Issue When you get a replacement dongle for a lost NL220 dongle, NL220 will not let you confirm that dongle with the PC. You get an error message that indicates "Only one key can be confirmed and that the key confirmation will be canceled" Product Line Other, TAC IA Series, TAC Vista Environment NL220 Cause There is a NLS credit conflict that prevents the replacement dongle from confirming with the PC. Resolution You can force a confirmation by following these steps. You run NL220 and wait the error message to appear When you have the error message press Ctrl+shift+n This will then let you confirm the new dongle on your computer.

Issue WorkPlace Tech 5.x BACnet IP communications is not working. BACnet Ethernet communications works. Environment I/A Series WorkPlace Tech 5.x Symantec Endpoint Protection version 11.0.4202.75 Cause This has been found to be caused by the Symantec Endpoint Protection version 11.0.4202.75. It appears to be blocking the BACnet IP traffic. BACnet IP communications in WorkPlace Tech is working on another computer which has Symantec Endpoint Protection version 11.0.6200.754 installed and the Symantec Management Client service running. It is not known if the issue is actually an issue with the Symantec version or if it is caused by settings in the Symantec Endpoint Protection application. Resolution Stop the Symantec Management Client service when you need to use BACnet IP communications in WorkPlace Tech. (In Windows, go to 'start' > 'run'. Type in 'services.msc' and click 'OK'. This is the shortcut to the Services). The Symantec Management Client service provides communication with the Symantec Endpoint Protection Manager, controls SMC.exe and SMCgui.exe processes. Explanation for Processes and Services used by Symantec Endpoint Protection can be found here. It is recommended that the Symantec Management Client service be restarted after using WorkPlace Tech to ensure that your computer is protected against threats.

Issue What is the warranty on a I/A Series product? Environment N.A. Cause Field office question Resolution Refer to "Warranty" section of the "Terms and Conditions" document found under the Products menu of the iPortal web site.  Note that these warranty terms only apply to those that buy our products direct from Schneider Electric.  End user warranty terms are usually determined by the installing office.

Issue I/A Series G3 Security Alert – Directory Traversal and Weak Credential Storage Vulnerability and default encoding of credentials in authentication cookies Environment I/A Series G3 – All Versions Cause Recently, independent security researchers Billy Rios and Terry McCorkle notified ICS-CERT of a directory traversal and weak credential storage vulnerability with proof-of-concept (PoC) exploit code for the I/A Series G3 software.  This vulnerability could affect systems if not properly configured. ICS-ALERT-12-195-01 TRIDIUM NIAGARA DIRECTORY TRAVERSAL AND WEAK CREDENTIAL STORAGE VULNERABILITY Resolution Download and review TPA-IA-12-0003.02 Technical Product Advisory that outlines how to verify if a system is properly configured to protect against directory traversal.  Schneider Electric strongly urges you to review the TPA, assess the status of the system configuration and take the prescribed steps to secure if necessary.

Issue Technical support contact information for Design 360 and Studio 360 Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Other, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Design 360 Studio 360 Cause Design 360 or Studio 360 has issues requiring technical support assistance which is not provided by PSS. Resolution Schneider Electric Employees should contact PSS who will provide you with your Branch Administrator and Technical Expert contact information. Partners may contact Smartware directly for any support of the tool at: Email: techsupport@smartwaretech.com Phone: (716) 213-2222

Issue Customers are reporting that TRD-T-IO-16 and TRD-T-IO-34 modules do not communicate "right out of the box". The "PWR OK" led on the IO-34 is lit up, but the device remains undiscoverable in Workbench (in the Ndio Board Manager view). The IO-16 has no LEDs lit, and also cannot be discovered. The IO modules are brand new, unused units. Environment I/A Series G3, TRD-T-IO-16, TRD-T-IO-34 Cause The IO-16 or IO-34 module was initially powered up for too brief a time and then powered off, interrupting an "automatic IO firmware upgrade" that was underway. The JACE keeps the latest NDIO firmware in its image distribution, and automatically updates any attached IO module found with older IO firmware. This IO firmware upgrade process occurs for each attached IO module, in sequence, starting with the lowest logical address IO board (IO module closest to JACE). During an IO firmware download, the JACE's Status LED has a long duty cycle blink -- long On, blinking Off. This IO firmware upgrade takes at least 30 seconds for each IO-16 module, and at least 60 seconds for an IO-34 module. Therefore, if multiple IO modules are attached with older IO firmware, it can take as long as 4 minutes of uninterrupted power to safely complete this operation. Once completed, the JACE continues booting and starts its platform daemon process. Therefore it is always safe to cycle power to the JACE once a platform connection can be made. Resolution If the JACE is powered down or if the IO module is removed during this IO firmware update, the IO module becomes unusable and must be returned to the factory to be re-imaged. The "PWR OK" LED will show green on an IO-34 even after is has been broken this way, but it will remain undiscoverable and unusable. Reference TPA-IA-12-0004-00 for more details.

Issue Communication issues caused by improper grounding of the BACnet MS/TP shield connections to the B-LINK-AC repeater.   Environment BACnet MS/TP installation with B-LINK-AC repeaters. Cause The shield connection on port 1, labeled "(Input)", of the B-LINK-AC repeater is internally wired differently than the four other ports. Resolution Due to the differences in how the shield terminals are wired, the following techniques must be followed when wiring the B-LINK-AC BACnet MS/TP repeater. Port 1, marked (Input), must have its MS/TP bus shield connected to the SHLD terminal, which is isolated from Earth Ground. The incoming MS/TP shield must be grounded at only one point, at a location other than the repeater. Typically this is at the opposite end of the bus, or where the MNB-1000, UNC, ENC or other BACnet parent controller resides. All four of the other repeater ports, # 2 - 5, have their SHLD terminals tied together, and tied to Earth Ground internally, through the power supply's Earth Ground connection. For each MS/TP bus cable connected these ports, the single point of ground for the shield is at the repeater and, therefore, the shield must not be grounded at any other point on the bus. None of the five MS/TP ports on the repeater have internal termination resistors.  If a MS/TP trunk ends at the repeater, a 120 ohm terminating resistor must be connected between the MSTP+ and MSTP- terminals on that port of the repeater.  Likewise, the far end of each MS/TP trunk must also be terminated with a 120 ohm resistor between the MSTP+ and MSTP- terminals of that last controller. None of the five MS/TP ports on the repeater have internal bias resistors.  Standard practices, regarding the biasing of the MS/TP trunks, should be applied, as described in the I/A Series MicroNet BACnet Best Practices Guide, F-27360. Additional information on the use of these repeaters can be found in the "Approved MS/TP Repeaters" section of Chapter 5 of the I/A Series MicroNet BACnet Smoke Control Systems manual, F-27419.

Issue License is installed on computer but software still says that the computer is not licensed. Environment I/A Series G3 software installed on a Windows computer. Cause Tridium software certificate was not installed properly or has been damaged. Resolution Copy the file "Tridium.certificate" from the certificates folder of another version of the I/A Series G3 software into the certificates folder of the current version. The correct file location is C:\niagara\niagara-3.x.xx\certificates where 3.x.xx is the software version number.

Issue I/A Series R2 back to normal alarm text Environment I/A Series R2 alarms Cause I/A Series R2 alarmable objects do not have a field to enter in the texts to display when an alarm return to normal. There is only a field for alarm text.  Resolution There is no option for entering texts to display when an alarm returns to normal. When an alarm returns to normal, the alarm message text field of the alarm message would be empty.  

Issue Will the JACE-600 or JACE-700 work with any of the four I/A Series proprietary drivers (GCM, DMS, ASD, MS)? Environment Niagara G3 JACE-600 JACE-700 Cause Existing building retrofit Resolution The four proprietary drivers are not supported on the JACE-600 or JACE-700 controllers. If these drivers are required a JACE 645 (TRD-T-645) is required. Please refer to Product Announcement PA-00251 for further details.

Issue Can the MNB-Vx be mounted upside down? Environment MNB Cause Unusual site installation - VAV boxes mounted upside down for better access to the damper shaft Resolution There is no mounting orientation specified for the MNB-Vx controller.  Ensure that all other mounting instructions are followed for proper operation.

Issue How can thousands of unacknowledged alarms and exceptions be deleted quickly in SIGNAL? Environment SIGNAL (all versions) Cause Months of unacknowledged alarms and exceptions were allowed to accumulate. Resolution The files containing all the alarms and exceptions are located in the SIGNAL\ALARM and SIGNAL\EXCEPT folders respectively. Shutdown SIGNAL (all programs).  In the ALARM folder, delete the alarm_a.dat, alarm_u.dat, and alarm_l.num files. In the EXCEPT folder, delete the excep_a.dat, except_u.dat, and excep_l.num files. Reboot the computer.

Issue Each time an InVue graphic screen appears, not all of the dynamic values (tags or remote references) update.  No error messages appear. Environment InVue 1.1 WIBS 1.1 Wonderware Cause The InVue computer hardware was replaced.  It has a dual/multi-core CPU which was never validated with InVue. Resolution Disable the settings in the computer's BIOS such that the CPU behaves like it is a single-core.

Issue Will the Vykon Alarm Service run on a Niagara G3 Soft Jace or ENC? Environment Niagara G3 Cause Application specific for a jobsite Resolution No.  The Vykon Alarm Service is only supported on an Enterprise Network Server (ENS).

Issue Received a DMS-BATT-001 replacement battery for a DMS panel and the battery voltage is not 3.6 VDC. Environment DMS-BATT-001, E17-131 Cause The DMS-BATT-001 is a custom 3 cell rechargeable NICAD battery. The voltage of the replacement battery, as received from the factory, may be less than 3.6 VDC until the battery is recharged by the panel or device. Resolution Install the replacement battery and allow the panel or device to recharge the battery.  Once charged, the battery supplies the DMS-3500 series controller with battery backup of volatile program data for a minimum of 72 hours.

Issue Installed I/A Series G3 Workbench on a new computer with Windows 7 Professional 32-bit and the host ID changes each time Workbench is started.  This has been seen on new Dell laptops and computers that have been provided a replacement hard drive with Dell operating system (Microsoft OS) installation disks. Environment I/A Series G3 build 3.4.xx, Enterprise Server, Workbench Cause Host IDs continuously change as the software does not have rights to write the encrypted host ID key into the registry. Resolution Locate the Niagara service and Workbench executables (niagarad.exe and wb.exe).  These files are located under the niagara's directory (bin folder).          Example: \niagara\niagara-3.x.xx\bin Right click and select properties for each executable. Select the compatibility tab and check the "Run this program as an administrator" privilege level checkbox.  The host ID is now allowed to be written to the registry by the software.

Issue Where can I find the current I/A Series product line training schedule? Environment I/A Series product line Cause Field office training requirement. Resolution The complete training catalog for Schneider Electric Buildings solutions can be found at the Buildings Business Training Center.

Issue Popup window displays "License Invalid", "License Registry Error", "License on wrong machine" or other related error when starting the WPT software. Environment WPT software (any release) Cause License information stored in license file does not agree with the WPT/WPTL license information stored in the Windows registry. Resolution Use the following procedure to locate the proper version of the program and to generate the license diagnostic text file.  NOTE: If the old computer has WorkPlace Tech release 4.0.0 or release 5.x.x prior to release 5.7, skip step 2 in the following procedure. Open the Windows Explorer (My Computer icon) Search for the file "WPTLDiag.exe" in the Program Files folder of the C:\ drive (or drive where the program files have been installed).  If found, skip to step 4, below. Search for the file "WIBSLicenseDiag.exe" in the Program Files folder of the C:\ drive (or the drive where the program files have been installed). Right-Click on the file found in step 2 or 3 and select "Open".  This will cause the license diagnostic program to run. When the program opens its display, select Save from under the File menu and save the "WIB License Diagnostic.txt" file. Locate the license file listed on line 1 of the WIB License Diagnostic display. Email the complete displayed text error message along with a zipped copy of the license file and diagnostic output file to Product Support A product support case will be created for you with the submitted information.  A product support engineer will contact you after reviewing your submitted information to assist you in correcting the issue.

Issue 'Error waiting service pin' when attempting LonWorks communications in WorkPlace Tech Environment I/A Series WorkPlace Tech Echelon U10 USB Network Interface Cause WorkPlace Tech is not recognizing the Echelon U10 USB Network Interface.  The U10 USB Network Interface is recognized correctly in Windows Control Panel > LonWorks Interfaces.  Resolution Reinstall the U10 USB Network Interface and the Echelon Open LDV driver. To uninstall the U10 Network Interface (with the U10 Network Interface physically connected to an USB port): In Windows, go to 'start' > 'run', type in 'devmgmt.msc' and click 'OK'. This will bring up the Device Manager.  Expand 'Universal Serial Bus controller'. You should be able to see 'Echelon USB Network Interface'. Right-click on the 'Echelon USB Network Interface' and select 'Uninstall'. Remove the U10 Network Interface from the USB port. To reinstall the Open LDV driver: Uninstall Echelon Open LDV driver from Windows Add or Remove Programs. Install Echelon Open LDV driver using the installation file.  After completing the above steps, connect the U10 Network Interface to an USB port on the computer. It should automatically install. Test with WorkPlace Tech. 

Issue Trying to pass data between a Niagara G3 station and an R2 station via oBix, but receive an error message, "Write Fault: java.lang.illegalStateException: name is already set." Environment Niagara G3 station with obix driver version 3.4.51 or earlier Niagara R2 station, any version Cause The cause of this issue has been corrected in newer versions of the oBix driver. Resolution This problem has been resolved in newer versions of the oBix driver.  Version 3.4.52 and newer will include the changes that fix the issue. The maintenance build 3.4.67 can be downloaded from The Exchange Download Center, and the obix.jar and obixDriver.jar can be extracted from it and installed in the station.