Issue Cannot download LON controller that is in the "Unconfigured" state. Environment I/A Series MNL series controllers Cause Controller was placed in the "Unconfigured" state by accidentally holding the service pin button too long. Resolution 1a.  If running the WorkPlace Tech Tool software under Microsoft Visio 2007 or earlier, select the "Configure LON Device" function under the Tools menu.  Continue with step 2, below. 1b.  If running the WorkPlace Tech Tool software under Microsoft Visio 2010, select "Configure" under the "Device" selection on the WorkPlace Tech Ribbon Bar. 2.  The "Configure Device" window will be displayed.  Use any of the standard methods; enter Neuron ID, Browse for device or Listen for Service Pin, to select the device. 3.  Click the [OK] button to reconfigure the device. 4.  A WorkPlace Tech status window will be displayed, normally displaying "Successfully configured the device.".  Click [OK] to close the window. The device is now in the configured mode and can be downloaded.

Issue In OPRIF 11.6, the "database save" command does not work.  When pressing "S" for save, the first prompt asks for the drive letter where the files will be saved (i.e. C drive).  After pressing enter, the second prompt requests a filename.  An eight-digit filename can be entered.  A file path is optional.  After pressing enter, a new screen should appear as the database save begins.  However, after pressing enter, the screen returns to the main database menu. There are no errors reported. Environment DMS OPRIF 11.x Cause A graphic screen is missing from the installation of OPRIF.  After entering the driver letter and filename for the database save, a new screen should appear.  The graphic file is requested but doesn't exist.  As a result, the database save command aborts and returns to the main database menu screen. Resolution The simplest solution is to re-install OPRIF 11.6 "overtop" the existing installation.  The missing file(s) will install.

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 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 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 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 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  The Platform Software Manager shows that the History module is installed in the ENC, but a HistoryPointList object cannot be added to the ENC.   The error message “drop failed: java.baja error” is displayed in the Program Director window. Environment Niagara G3 all version, ENC-410, ENC-520 Cause The HistoryPointList object requires that the ENC’s Module Content Filter be set to  ui+runtime. Resolution Set the ENC’s Module Content Filter Level to ui+runtime. 1. Open the ENC’s Platform and click on Set Module Filter 2. Select ui+runtime and then click on Finish. The HistoryPointList object can now be added to the ENC.

Issue Does the UNC-5x0 controller support the OPC driver? Environment Niagara R2 Cause Integration request from end customer Resolution The OPC driver is not supported on any embedded platform (UNC-410 or UNC-5x0). It will operate on an Enterprise Server .

Issue When attempting to restore a BACnet device backup into a new device, I get an error indicating that the device to be restored cannot be found. Environment MNB family controller WorkPlace Tech Commissioning Tool, release 5.7.2 or newer Controller backup created with WPCT Cause The restore processing program verifies that the configuration of the replacement controller matches the configuration of the controller backed up. Resolution To restore the database into the new controller, the new controller must first be commissioned as a replacement for the original controller.  The name and instance number of the replacement controller must be identical to the one being replaced. In addition, if the controller is an MNB-1000, the device properties must have the same IP, Ethernet and MSTP configuration as the original controller.  As a reminder, although you can backup a group of controllers in one operation, you can only restore one controller at a time.