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Issue After updating the firmware on an SP-C-WEB controller via the web interface, the login page may fail to display the username and password fields, preventing access to the controller. Login page Product Line EcoStruxure Security Expert Environment SP-C-WEB Controller Warning Hazard of Electric Shock: Remove all power from all devices before removing any covers or doors of the system. Disconnect power at the device and at the power source. Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance. Cause This issue occurs when the login page web files are not properly updated during the firmware upgrade. Specifically, upgrading SP-C-WEB controllers from pre-cybersecurity firmware versions (4.00.1505 or earlier) directly to version 4.00.2402 or later can result in missing login fields. Resolution Recommended Upgrade Path To avoid this issue, use a staged upgrade approach: Upgrade from 4.00.1505 or earlier to 4.00.2073 Then upgrade from 4.00.2073 to 4.00.2402 or later This ensures all necessary web files are correctly updated. If the Issue Has Already Occurred If you've already upgraded to 4.00.2402 or later and cannot access the login page: A workaround is available. Please raise a Product Support case. Support will assist you via a remote session to restore access. Future Firmware Update A future firmware release will address this issue directly, eliminating the need for a staged upgrade.

Issue What is the compatible SpaceLogic BACnet/IP device firmware version for my EBO or Tridium Niagara N4 installation? Product Line EcoStruxure Building Operation, TAC IA Series Environment SpaceLogic BACnet/IP devices Tridium Niagara N4.10 and later versions Jace 8000/9000 Tridium Niagara N4.10 and later versions Enterprise Server Cause The SpaceLogic (formerly known as SmartX) IP Controllers shipped from the factory may not have the latest firmware installed. It is essential to verify that the controller has the latest firmware build loaded for the EcoStruxure Building Operation version or Tridium Niagara N4 build being used before programming the controller. Resolution The below table contains the supported SpaceLogic BACnet/IP devices firmware for each EBO release. * CPs are available on: EBO Hotfix List Note: Versions not mentioned in the table above are out of full support. Refer to earlier versions' release notes for the older versions' compatibility matrix, refer to EBO- Release Notes and Software Support Policy for EcoStruxure™ Building Operation Note: RP-C is only supported on EBO 3.0 and later SpaceLogic/EasyLogic versions compatibility SpaceLogic BACnet/IP devices can be upgraded using WorkStation, as explained in Updating Firmware in BACnet/IP Controllers. SpaceLogic BACnet/IP devices firmware can also be upgraded using the eCommission SmartX Controller mobile application, you can download firmware to either a single BACnet/IP controller or multiple controllers, even if not hosted. This is only supported over an IP connection, as explained in Using the eCommission SmartX Controller Mobile Application to Download Firmware to BACnet/IP Controllers Tridium Niagara N4 Compatibility Note: Previous to Version 1.0, SpaceLogic BACnet/IP devices firmware is only approved at v3.02.03 for Jace 8000 and Niagara Enterprise Server using N4.10 and newer platforms. Starting in Version 2.0 (Build 77) firmware v4.00.04.02002 CP1 is approved for use. Make sure and reference the controller type in the table above as well. Release Notes Starting with Version 3.1 (Build 85), firmware 6.00.03.03007 CP2 and 7.x RC can be employed. The EasyLogic controllers are supported by the Niagara modules with these releases. N4.10, 4.13, 4.14 and 4.15 are the only versions with these modules. Product Announcement

Issue What to do if the password for the Advanced Display v3 (AD v3) is lost or forgotten? How is a factory reset done on an Advanced Display version 3 (AD v3)? Product Line EcoStruxure Building Operation Environment Building Operation Advanced Display V3 Cause If the kiosk password for AD v3 is lost, there is no recovery option available. The only way to regain access is to perform a factory reset on the device. Resolution To reset the AD v3 and set a new password, follow these steps: Power Cycle the Device Press and hold the power button for at least 10 seconds until the device powers off. Initiate Factory Reset Once the device restarts, tap the screen to bring up the reset options. Highlight “Factory Reset” until it turns green. The device will reboot with factory default settings. Reconfigure the Device After reboot, select the SmartX HMI Kiosk app. Enter your new desired password to complete setup. The following video will guide you through the factory reset process on an AD v3:

Issue At first, TGML graphics in Building Operation WorkStation load correctly and display real-time values. However, after the Enterprise Server has been running for an extended period, the graphics begin to load slowly, and values stop refreshing or updating. Restarting the Enterprise Server temporarily restores functionality, but the issue eventually reoccurs. Product Line EcoStruxure Building Operation Environment Building Operation WorkStation Building Operation Enterprise Server TGML Graphics SmartConnector Cause This issue is typically caused by the behavior of a SmartConnector that: Polls values too frequently Creates a new login session for each poll instead of reusing an existing session This results in a high number of open sessions with the Enterprise Server. In the SmartConnector view, multiple active sessions can be observed. The problem tends to occur when there are more than 150 active connections, although this threshold may vary depending on the server’s processing load. Resolution To resolve this issue, request the SmartConnector developers to: Adjust the polling rate to a more appropriate interval Reuse existing login sessions instead of creating a new one for each poll These changes will significantly reduce the number of active sessions and improve the performance and reliability of graphic updates in the Enterprise Server. Additional Notes Monitor the number of active sessions via the SmartConnector view. Consider implementing session management best practices to avoid similar issues in future deployments.

Issue Users are intermittently unable to gain access through doors equipped with INET hardware that has been transitioned to Security Expert. When this occurs, a “Read Raw Credential Data” event is logged for the affected door, showing the correct credential was presented. Product Line EcoStruxure Security Expert Environment Security Expert INET transition sites using INET SCU controllers Cause Some sites using transitioned INET hardware continue to experience memory consumption issues with the SP-C controller. This can result in sporadic access failures at random doors, even though valid credentials are presented. Resolution Temporary Resolution Restarting the parent SP-C controller via its web interface temporarily resolves the issue by clearing the memory. Recommended Action To avoid recurring disruptions and benefit from the full functionality and stability of Security Expert, it is strongly recommended to phase out obsolete INET hardware and replace it with native Security Expert modules. Refer to the following product announcements for further guidance: PA-00786 – End of Commercialization: TAC I/NET Access Control PA-00971 – I/NET Access Control End of Support Update and New Hardware Refresh for Transitions “We no longer recommend continuing to use I/NET field hardware with Security Expert intelligent controllers, as it will leave end users vulnerable to disruptions and potential failures as the legacy hardware continues to age. Instead, we will focus on supporting I/NET database transition tools, aiming to streamline the transition and installation process.”

Issue Warnings about module dependency issues with cloudConnector and cloudBackup modules. Product Line TAC IA Series Environment I/A Series N4 Enterprise Server I/A Series N4 Jace 9000 Cause Users may notice when starting up a station that the Application Director is giving warnings about module dependency issues with cloudConnector and cloudBackup modules. For most, this can be considered a nuisance warning that will not impact system function. This issue is reported by Tridium as NCCB-72056. The following warnings, or others related to the cloudBackup modules, may be observed on station startup: Some may notice this issue's impact on the LexiconEditor. This is a separate issue reported as Tridium NCCB-72466. Please be aware that Backup as a Service (BaaS) reached End-of-Life on December 31, 2024. Currently, Tridium offers Niagara Recover as the system of distribution (.dist) file safekeeping and management. Resolution For most users, this is just a nuisance error that can be ignored. For those using the LexiconEditor, deleting the relevant cloud modules will resolve this issue. The modules to be deleted (cloudBackup-rt.jar, cloudBackup-wb.jar, and cloudBackup-ux.jar) can be found in the C:\Niagara\Niagara-4.15.X.XX\modules folder.

Issue When opening a Function Block application in WorkStation, adjusting the zoom level does not retain the setting the next time the Function Block is opened. Product Line EcoStruxure Building Operation Environment Building Operation WorkStation v6.0.4 and earlier Building Operation Builder for Function Block Cause There is currently no setting in versions 6.0.4 and earlier that allows the zoom level to be retained in the Builder for Function Block editor. Resolution Starting with Building Operation 7.0.2, a new feature has been introduced that allows the default zoom level to be retained when reopening Function Block Program.

Issue Will the Bond Sensor Input Channel contribute to the Door Forced and Door Ajar alarms? If so, does it have to be in conjunction with the Door Switch Input Channel? Product Line Andover Continuum Environment Continuum Access Control Products CX9900 CX9680 Continuum AC-1 IO Module AC1A, AC1Plus ACX5720, ACX5740 CX9702 ACX781 Cause Not sure how the Bond Sensor works in relation to the Door Switch and the various Door Alarm states. Resolution BondFailure is an attribute of the Door object that represents a fault with the Bond Sensor. The way this works is if Valid Access = True and the Door Switch = Open and the Bond Sensor = Open, then BondFailure = False. If Valid Access = False or the system sees the Door Switch = Closed but the Bond Sensor = Open then you will get a BondFailure = True. This is another attribute (BondFailure) that can be monitored with an AlarmEnrollment in addition to the DoorForced and DoorAjar attributes. A Door Switch needs to be used for the Bond Sensor to operate correctly, otherwise BondFailure will always be False after a ValidAccess if there is no Door Switch value. Note: The actual value of the BondSensor attribute in the Door object may not seem to update properly if monitoring with a ListView. For this to show the correct BondSensor value make sure that the attribute Source is set to "Live" instead of the default "Database". Note2: A bond senor (usually an output from a maglock) should not be used as an alternative to a door switch, as it does not give indication of the door position.

Issue A customer would like to install an Enterprise Central(EC) on the D drive instead of the C drive is that possible to do? Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Cause In this case the customer is not allowed to install any files on the C drive so all EBO files should be installed on the D drive instead. Resolution It is possible to install the EC or ES on the D drive, when installing you specify the programs and backups should be installed on the D drive instead of the C drive. And the programs and the backups are installed on the D drive as specified. But there is some files that always will be installed on the C drive: The backup is installed at D:\ProgramData\Schneider Electric EcoStruxure as it should but we also get a S2Connect folder at C:\ProgramData\Schneider Electric EcoStruxure. When installing Workstation that will be installed on D:\Program Files (x86)\Schneider Electric EcoStruxure as the EC is installed there. But then we also get a GraphicsEditor folder and Workstation folder at C:\ProgramData\Schneider Electric EcoStruxure. And then installing the License Administrator also add LicenseFiles folder at C:\ProgramData\Schneider Electric EcoStruxure These files will always be installed on the C drive and this is not possible to change. NOTE: If Workplace Tech Editor is being used by Workstation on the PC, the accompanying Visio installation has to be installed, per Microsoft in the C: drive.

Issue Continuum installer throws a Error 1904, dll failed to register error during the installation process. Product Line Andover Continuum Environment Continuum Error 1904 Failed to Write to Registry. Cause Virus protection is preventing the Continuum install from writing a .dll to the registry. Resolution Uninstall Continuum completely. Reinstall Continuum with all malware protection software disabled and using a Local Administrator user account. Check the compatibility matrix to ensure that the Windows OS you are using is compatible with the Cyberstation version

Issue Does Modbus TCP/IP xDriver opens socket connection per each device or the gateway of the devices? Product Line Andover Continuum Environment NetController - CX9900, CX9940, CX9680. Continuum bCX9640 (Infinet) Continuum bCX4040 (BACnet) Cause As some Modbus TCP/IP gateways have the limitation of maximum TCP/IP connections, if Modbus TCP/IP xDriver opens a socket per modbus device and keeps it open, the gateway might run into a problem due to the limited number of socket connections. Resolution The Modbus TCP/IP xDriver opens one(1) socket connection per server not device. So for a gateway that has a number of devices, the Modbus TCP/IP xDriver only uses one(1) socket connection.

Issue Restore of SQL Database fails with error message - "The media set has 2 media families but only 1 are provided. All members must be provided.". Product Line Andover Continuum Environment Continuum Microsoft SQL Cause When the Database was backed up it was setup as a "striped" backup across a number of files. See MSDN article below that explains this in detail. http://social.msdn.microsoft.com/Forums/sqlserver/en-US/abf50e00-c9b0-4809-9e61-43ed8a53e968/the-media-set-has-2-media-families-but-only-1-are-provided?forum=sqltools Resolution Either provide all of the files in the backup set or perform another backup of the database making sure to remove all existing files and selecting a new one.

Issue Error on login to the webClient: "Max user connections has been reached" Product Line Andover Continuum Environment Continuum webClient Cause webClient support up to 5 users simultaneously. Resolution Make sure the key is enabled for webClient. Make sure all the DCom settings are set correctly. Make sure the IIS and WebClient software was not installed through a remote terminal service type of software. If this was done they will need to uninstall the IIS, WebClient, etc… and then go directly on the server and re-install the software. Make sure the IIS server was not rebooted through a remote terminal service application and then subsequently logged on through remote a terminal service. If this is done they will need to go directly on the IIS server and reboot it while physically on the machine. Verify how many users are actually logged on. Should not display something like 5 / 5. In this case you “have” exceeded the maximum and one user must log off. Users typically run into this on standalone systems where the key is configured for two users and the person shuts down the browser and neglects to log off. Users are NOT disconnected in this case until the 20 minute session timeout occurs. In this state the administrator can close the ACWebServerProxy dialog to disconnect ALL users with one click.

Issue Steps to reset an NC2 9680 model controller Product Line Andover Continuum Environment CX 9680 NC2 Continuum Net Controller II Cause While upgrading/downgrading the controller firmware, communications was lost and the controller was not able to communicate afterwards. Resolution Reset controller and re-commission. Please click here for document on how to reset the CX9680 controller.

Issue What are the steps to reload a controller Product Line Andover Continuum Environment CX controllers BCX controllers ACX controllers Continuum Net Controller II NC2 CX9680 I2 controllers B3 controllers Cause Point or program not available, receiving 5121 error Resolution To reload a controller follow the steps below: In continuum explorer select Options/Send to controller options and either the middle choice or bottom choice depending how which and how many controllers to be reloaded The most common and the default is to set to the middle setting to reload only the controller selected. Now select the controller to reload and right click and select send to controller The distribution located in the icon tray can be launched from a double-click to watch the progress of the reload.

Issue Error Getting IIS object: IIS://LocalHost/W3SVC/1/Root/webclient. Automation error Invalid syntax when installing webclient Product Line Andover Continuum Environment Webclient Windows XP Windows 7 Cause IIS must be installed prior to webclient or the webclient applications cannot be created Resolution 1. Install IIS prior to the webclient install (See the installation guide section Pre-installation Microsoft Tasks) 2. If IIS is already installed, run the following command from a DOS prompt (Start>Run>cmd) CD\ + enter Cd \Windows\Microsoft.net\Framework\v2.0.50727> aspnet_regiis.exe -i + enter Reboot the PC and reinstall webclient Windows 7: Ensure that all the specific IIS components are selected according to the webclient installation guide See the section Configuring IIS for Windows Vista and Windows 7. There are specific components that must be selected in order for the webclient applications to work properly. If a component was missed, select it, then restart IIS and Continuum.

Issue After configure web client, the log on page appears, then type the user name and password, the log on process not continue and get server error in '/webclient' application. When use IE browser on the IIS server machine to access web server will get the error as shown as the capture picture below: When use IE browser on the client machine to access web server will get the error as shown as the capture picture below Product Line Andover Continuum Environment LAN Windows server 2008 R2 SQL server 2008 IIS 7.0 IE 7.0 Webclient 1.90 Cause Incorrect IIS server configuration, some items is unchecked except CGI and ISAPI Resolution Go to IIS manager, check all the items of web service extension except CGI and ISAPI Try to log on again from browser, that should be ok.

Issue Current transducers require an additional external resistor fitting to a Universal input to read the current flow, what resistor and input point settings are required? Product Line Andover Continuum Environment All controller with Universal Inputs (both 5V and 10V). 4-20 mA Cause There is a requirement to define the resistor value to be connected across the input, also the settings for the upper and lower voltage in the input point configuration. Resolution Download the attached Current Inputs.PDF file, although this was originally written for Infinity controllers it is fully applicable for i2 and b3 controllers. Controllers like the i2/b3920, i2/b3810 have 10V inputs other i2/b3 controllers have 5.12V inputs, check the product datasheet specification if you are unsure. The file details the value of the resistor to use in the circuit and the upper and lower voltage settings to enter in the Auto Conversion box in the input point, these will correspond to the sensor reading at 0mA and 20mA, or 4mA and 20mA depending on your sensor output. For controllers that allow the pull up resistor to be switched out, ensure that it is in circuit for these setting to work correctly. The UI-8-10-10V I/O Modules should be set to 0-5V input with the reference resistor On, then setup as per all other 5.12V input controllers. Note: The part numbers listed for the resistors are no longer available through Order Entry and should be sourced from your local stockist. Link to file: Current Input ISM.pdf Suitable component resistors: For 10V inputs: RS 165-472 For 5V inputs: RS 165-185 0

Issue How to read a controller error log Product Line Andover Continuum Environment CX 9680 ACX 57xx BCX 9640 BCX 4040 i2 controllers B3 controllers Cause Need to decipher a controller error log Resolution Deciphering the controller error log can be accomplished by using a few of the fields of the error log. There is one field that is able to be deciphered very easily. The Error Code column of the error log is a code that can be matched to its text description. The other fields are used internally by PSS and engineering. To find out what one of the entries in an Error Code column means, open up the Continuum online help file. The Continuum online help file can be found by in the Continuum Explorer by selecting the menu item Help/Contents. From there select the Index tab and type in the keyword Error. A selection will be available for Error messages, Cyberstation. On this page you will be able to take the last 4 digits of the Error Code from the controller error log and match it up to its description. Example: Error Code 0x00001401 translated into decimal form would be 5121 The error code will be listed by both the hex and decimal format. Not all codes will be in the online Error description fields. Some of these codes are internal use only. If you find that you need a code deciphered, please open a case with Product Support.

Issue PCT project folder size increases when an object is deleted. Product Line EcoStruxure Building Operation Environment Project Configuration Tool, PCT Warning Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance. Cause Any change made in PCT increases the size of PCT project folder. This is by design and it is a normal behavior of PCT. The reason for this is that a project is a virtual machine using a dynamically allocated image that grows when memory is needed, but the image will not shrink when something is deleted. Resolution The only way to reduce the folder size of a project is to backup all servers in the project, create a new project, restore the server backups to the new project and then delete the old project.

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