Building Automation Knowledge Base

Issue When opening a TGML graphic page you get an error and Vista Shuts Down. Product Line TAC Vista Environment Windows 7 Vista 5.1.X Cause The monitor is using the DIVI Digital Video Input. Resolution If Vista Crashes when you attempt to open a TGML graphic then change to the analog VGA output on your video card. Here is A DVI lead Here is a VGA lead Hardware acceleration on you video card can also cause a similar issue. Please see Vista Workstation is crashing/shutting down when graphics begin to load for more information on hardware acceleration issues.

Issue Upgrading the operating system (OS) to Windows 7 on an old PC. Product Line Andover Continuum, Satchwell MicroNet, Satchwell Sigma, TAC INET, TAC Vista Environment Older PC's Windows 7 Cause Some older PC's are not suitable for upgrading to Windows 7. Resolution When considering upgrading to Windows 7 with an older PC, it must be first checked for suitability. Run the Windows 7 Upgrade Advisor before upgrading. To review the Schneider Electric Software and Firmware compatibility matrix please see Software and Firmware compatibility matrix for older versions of the traditional product lines.

Issue Is editing an exported XML file supported? Receive errors when attempting to import (a modified) exported XML file. Product Line EcoStruxure Building Operation Environment StruxureWare Building Operation Export / Import  Cause There is minimal error checking on the import so errors could get through and cause problems further down the line and corrupt the database. Resolution Edited exported XML files is not supported and there is no documentation on how to properly edit exported files. This practice should not be attempted.   With 1.5 will comes Project Configuration Server (PCS) and the ability for the businesses to create their own country specific applications and mass create engineering tools. In a future release (currently indicated in 1.6) support for using the Backup and Restore feature to duplicate entire Automation Server databases will be available.  For now both these functions are not supported.  Refer to Do NOT use Backup and Restore to duplicate Automation Server databases! (1.5 and below).

Issue Using the correct URL to launch webclient and there is only white space Product Line Andover Continuum Environment Webclient Windows XP Windows Vista Windows 7 Windows Server 2003 Windows Server 2008 Cause ActiveX controls were not installed from the Server onto the browser PC. Certain versions of browser (IE8) disable unsigned activex controls which we use for webclient Resolution It is possible that if this is happening on a domain that there is a group policy in place restricting access. Try the browser on the webClient PC or a laptop directly connected to the webClient PC. Check the compatibility matrix to see if the version of your browsers are supported with that version of webClient. Ensure the Activex controls were installed Turn Off Pop-up blocker.  Internet Explorer> Tools>Turn Off Pop-up blocker Internet Explorer> Tools> Internet Options> Security> Select the correct Zone (i.e. Internet, Local, trusted). Click Custom Level button Select Enable for Automatic prompting for ActiveX controls Select Enable or Prompt for Download signed ActiveX controls Select Enable or Prompt for Download unsigned ActiveX controls Click OK, OK Close Internet Explorer and try again. If it is still not working, clear the cache (http://support.microsoft.com/kb/260897) and try again. If the PC is 64 bit and the webclient version is not 1.94 and above, that could also cause this. In extreme cases removing and reinstalling .net, IIS and webclient may be necessary. Verify that the version of SQL Server is compliant with the version of Continuum that is being used. Ex. SQL Server 2000 with SP3 (instead of SP4) isn't compatible with webclient 1.93 Check Removal of MS KB2858725 Dot Net 4.5.1 causes issues with Web Servers IIS Functions related to .Net 4.5 Reinstall webclient Lastly, a reformat of the hard drive an complete reinstall. Note: If the white space happens in just the personnel area and this is 1.74 remove .net version greater than version 2 In IE 9 and IE10 use compatibility mode IE11 is not currently not supported in a 1.94 SP1 ** Webclient 2.0 new alarmview is blocked by IE setting "Block pop-ups" ** If you receive "Internet Explorer blocked a popup from webClient IIS" after logging into webclient then turn of the pop-up blocker for this or all sites. Open Internet Explorer > Tools > Pop-up Blocker > Turn off Pop-up Blocker

Issue SigmaX PCID changes each time the PC is restarted, Juniper Networks Virtual Private Network (VPN) has recently been installed. Product Line Satchwell Sigma Environment Windows XP with Sigma, SigmaX and Juniper Networks VPN virtual network adapter Cause SigmaX uses the Media Access Controller (MAC) address of the first network adapter on the PC to generate the SigmaX PCID, when the VPN adapter from Juniper networks is installed it is placed by windows as the first adapter. If the ipconfig /all command is run from a command prompt it can be seen that new MAC address is assigned to the Juniper adapter each time the PC is started. A search of the Juniper Networks knowledgebase shows that it is normal behaviour and the MAC cannot be fixed Summary: Is there any way to have static MAC address for Network Connect virtual adapter? Problem or Goal: Assigning static MAC address for Network Connect virtual adapter. Solution: As of now, it is not possible to have a static MAC address for Network Connect virtual adapter. The virtual MAC for Network Connect virtual adapter will always start with 00:FF and the rest of the MAC is generated dynamically. The MAC address of the Network Connect client machine is randomly generated based on the algorithm whose result will change with system and time. Resolution SigmaX 7.0.9 does not require an unlocking code, if your using an older version of SigmaX you will need to uninstall SigmaX and install SigmaX version 7.0.9. Latest version of SigmaX download provides some information on the changes in SigmaX version 7.0.9 and provided a link were the software can be downloaded. SigmaX uses the Media Access Controller (MAC) address of the first network adapter on the PC to generate the SigmaX PCID, when the VPN adapter from Juniper networks is installed it is placed by windows as the first adapter. Since there is no way of fixing the MAC address of the Juniper virtual network adapter the work around is to disable the adapter when SigmaX is used. There are two ways that this can be accomplished:- Disable the adapter from Windows Device Manager Note that the Juniper network Connect Virtual Adapter is a hidden device in Device Manager Right Click on My Computer and select Manage from the available options Select Device Manager from the management tree Once in Device manager select "Show Hidden Devices" from The View menu Expand the network adapters tree and right click the Juniper network Connect Virtual Adapter entry and select Disable After a short delay a red X will be shown across the icon for the adapter SigmaX will now use the next adapter to generate the PCID, note that the adapter will need to be Enabled in a similar fashion to above if a VPN connection is required at a later time. Disable the adapter via a script It is possible to disable/enable the Juniper Virtual adapter from a script, this requires that the Microsoft DevConutility be first downloaded to the PC Download the DevCon utility from http://support.microsoft.com/kb/311272 Extract DevCon.exe from the i386 folder of the zip file and place it in the root directory of the PC Create a new notepad file with the following text: cd\ devcon disable *DSNCADPT* end Save this file as DisableJuniper.bat Create a second new notepad file with the following text: cd\ devcon enable *DSNCADPT* end Save this file as EnableJuniper.bat Executing these files will control the adapter and once disabled SigmaX will now use the next adapter to generate the PCID

Issue Utilize the RS-232 port to send text out to a third party device such as CCTV Product Line TAC INET Environment I/NET Seven Cause Integration Assistance Resolution This V-Doc describes the way text output can be set up in I/NET to be sent out to third party hardware such as CCTV through the RS-232 port. The port that will be used for this application cannot be one that is already being used by the serial port section, A/C reader port, or printer port in the peripheral section of the configuration profile.   For the guide of integration with Pelco analog matrix, refer to How to integrate I/NET with Pelco Analog Matrix.

Issue Check the current size of the SQL database associated with a Vista database to ensure that it hasn't become full. Product Line TAC Vista Environment SQL Cause The SQL database that installs automatically with Vista has limitations on the amount of data it can hold.  Most often, this is plenty of space for many years of trending without issue.  But if a site is very old or has many trend logs defined, it can out grow the SQL database.  Limits are: Vista IV - Vista 5.0.0 MSDE:  2 GB Vista 5.0.1 - 5.1.6 SQL 2005 Express:  4 GB Vista 5.1.7 and newer SQL 2008 Express:  10 GB Resolution This procedure checks the log size from the Vista Workstation: In Vista Workstation, click on the Vista Server in the folder pane Right click on $Backup_LDB and select Properties Scroll to the bottom and make note of the Database Size property (shown in grey).  This is the size of the database in MB. This procedure checks the file size on the hard drive.  The assumption has been made that this is not a custom install, but the default SQL installed with Vista Server: Open Windows Explorer Navigate to C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Data Locate files: taclogdata.mdf taclogdata_log.ldf Note:  If there are multiple instances of SQL installed on the PC, there may be MSSQL.1, MSSQL.2, MSSQL.3, etc.  Find the SQL instance that contains the file names listed above. Highlight both files and look at the bottom of the window on the status bar.  The combined size of these two files is shown.  This can be used to determine is the SQL database is full and requires a purge.  To purge a Vista IV SQL database, see How to create a new database or purge a full SQL (i.e. it has hit the limit of 2G) in Vista IV. To purge a Vista 5 SQL database, see Vista 5 full SQL database issue. If purging is not an option, then the SQL will need to be upgraded to a full version of SQL (not express).  To see the different options, see Vista Database Sizing and SQL Server Selection.

Issue What is an MCI? Product Line TAC INET Environment I/NET site Cause This interface supports a mixture of up to 64 MRs, ASCs, and DP family controllers. Resolution This stands for Micro Controller Interface. This unit provides a control interface that can integrate MRs and DPUs on the same subLAN. See Explain and define I/NET Ethernet, C-LAN, and Sub-LAN communication for further explanation.

Issue The Following error is displayed when attempting to use webUI: java.lang.ClassNotFoundException: tridium.webuser.ui.WebUserAdminApplet at sun.plugin2.applet.Applet2ClassLoader.findClass(Unknown Source) at sun.plugin2.applet.Plugin2ClassLoader.loadClass0(Unknown Source) at sun.plugin2.applet.Plugin2ClassLoader.loadClass(Unknown Source) at sun.plugin2.applet.Plugin2ClassLoader.loadClass(Unknown Source) at java.lang.ClassLoader.loadClass(Unknown Source) at sun.plugin2.applet.Plugin2ClassLoader.loadCode(Unknown Source) at sun.plugin2.applet.Plugin2Manager.createApplet(Unknown Source) at sun.plugin2.applet.Plugin2Manager$AppletExecptionRunnable.run(Unknown Source) at java.lang.Thread.run(Unknown Source) Exception: java.lang.ClassNotFoundException: tridium.webuser.ui.WebUserAdminApplet Product Line TAC IA Series Environment Niagara R2 WorkPlace Pro 532 Cause Some servlets which the browser uses were left out of the webUser-2.301.532.jar files. Resolution The plan is to correct this issue in the next maintenance build release. The workaround is to replace the current webUser-2.301.532.jars with the webUser-2.301.530a jars. Reference How to install an I/A Series R2 JAR File.

Issue In the alarm window of TAC Workstation, there is a system alarm that is Physical device no defined/configured. After you acknowledge it, it will occur again. Product Line TAC Vista Environment TAC Vista workstation Xenta 280/300/401 Xenta server LOYTEC NIC-USB Cause The controller address cannot be verified correctly in TAC Workstation. For example, a TAC Xenta Group name or number is in conflict with another TAC Xenta Group’s. Resolution If multiple TAC Xenta Groups or Lonworks networks are created, you must verify the Lonworks network’s name or TAC Xenta Group name and number is unique. The TAC Xenta Group default number is 254. The different number must be given to the different TAC Xenta Group even though the TAC Xenta Groups are beneath the different Lonworks network.   You can also reference to the articles System alarm message, Physical device not defined/configured and Physical device not defined/configured about this issue.

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 Services for assistance. Issue There may be cases when the personnel distribution table in the ContinuumDB becomes corrupted and must be truncated. Product Line Andover Continuum Environment CyberStation Cause Table corruption issues. Resolution WARNING: Unless knowing exactly what you are doing, deleting entries from your database can cause irreversible harm to your database and can potential cause corruption. Make sure to perform a full SQL Database backup before attempting to make any changes to the database. (See Move / Backup / Restore a database on a Single User SQL2005 Express system for details on how to backup your database and if not already installed, where to get Management Studio from) Should an issue arise in Continuum that requires a cleanup of the PersonnelDistribution table in the Continuum database follow this procedure to truncate the table and re-populate it. Make a backup of the Continuum database as a precaution. Close ALL CyberStation workstations. In SQL Management Studio execute the following query. truncate table PersonnelDistribution Once the table is truncated it must be re-populated by one of the following methods... If the total number of personnel objects is reasonably small (in the hundreds) launch Continuum and bring a list view of all the personnel objects, select all then right click and perform a 'Send to controller' OR In SQL Management Studio Invoke the stored SQL procedure that initializes the PersonnelDistribution table using the query dt_DIST_Init_Personnel_Dist_Table IMPORTANT: Truncating the PersonnelDistribution table will remove all pending personnel distribution including personnel deletions; controllers could potentially continue to allow access to doors for the deleted personnel until reloaded. Conversely, removing a pending personnel distribution could potentially cause a person to be denied access at a door until a distribution is performed to the controller.

Issue Equalize Client does not work in Windows 7 64-bit with I/NET 2.42 Product Line TAC INET Environment Windows 7 64-bit I/NET 2.42 Cause It could possibly be related to the Windows Firewall settings. But typically it is due to the differences between the installed 32-bit version of SQL and the 64-bit operating system. Resolution Make sure that the Windows Firewall is not set to block the connection The SQL 2008 Express that is included on the I/NET Seven CD is a 32-bit version. If you are running a Windows 7 64-bit OS, then this involves going to the Microsoft Web Site and downloading the SQL 2008 R2 Express.  The MS site link to this is: http://www.microsoft.com/en-us/download/details.aspx?id=3743 The file you need to load is: SQLEXPR_x64_ENU.exe To verify what version of SQL 2008 is loaded on the PC: Go into DbCreate Select the “About” Option If the SQL listed here IS NOT the 64-bit version, un-install I/NET Seven and SQL 2008 Express. Do not forget in Window Explorer that there are TWO Programs Files Folders on the root directory you have to remove. If the SQL 2008 is NOT correct, then go to Step 3. If the SQL is the correct version then proceed to Step 4. NOTE: If you need to upgrade the SQL Server versions (including Service Packs) make sure you force an Upgrade (via DBCreate) to ensure the I/NET database now conforms the version of SQL installed.   Once you copy the SQL on to the PC then follow the Steps outlined in Installing I/NET Seven on a 64-bit operating system. This will guide you through loading the SQL2008 R2 Express and the I/Net Seven rev 2.42 and above. Make sure that the PC you are working on you have Windows "Local Admin" Rights On a Windows 7 64-bit PC there are two C:\Program Files\Inet Seven folders located on the root directory. One of the folders, C:\Program Files\Inet Seven, you should ONLY see three files in this folder. These are:  IEShims.dll, INetEqzCR.dll, INetEqzMerge In C:\Program Files\Inet Seven (x86), you should see all the normal I/Net Seven files and the DOC folder. Please note that the INetEqzMerge does not exist in this folder. You should NEVER copy it in this folder. You need to verify that the InetEqzMerge is listed in the Windows Services directory. If this file does exist, make sure that the properties are set to the Automatic mode. If not, set it to Automatic mode and reboot the PC. If by chance the “INetEqzMerge” does not exist in the Windows Services, you need to do the following steps to get this corrected. INetEqzMerge Fix: Load I/NET Seven CD into the PC and start Windows Explorer. Then open the CD to this location (For I/NET 2.45 or later version, they are located under CD\program files\INET Seven\INSTALL_64BIT): Click on the file shown above, this will activate the 64-bit install process again. Please note after you run this program you must reboot the PC After the reboot process, go to the Services editor and verify that the INetEqzMerge did install. Make sure that this file is in the Automatic mode. If it is not, choose the Automatic mode, and reboot the PC again. Now you can Promote the Equalized Client PC. If Manual mode is used for the promotion process, it works better than the Default mode. Also, use the IP address of the File Master instead of the PC Name.

Issue Report setup to automatically save to unique files in an output directory is not working. When ReportCmdLine.exe is used to save the report output (see Automatically Running Continuum Standard Reports) only a single file is created and overwritten each time. Product Line Andover Continuum Environment Continuum Cyberstation Continuum Report object Cause The name of the Report object being run has a period (.) in its name. Resolution Rename the Report object removing the period from its name. The Report output will now save a new file with date and time in the filename each time it is run.

Issue There are a few different stem heaters to choose from. Product Line Field Devices Environment 8800108000 8800109000 8800110000 8800112000 Stem heater Yoke heater Cause Depending on application, there are a few different stem (yoke) heaters to choose between for the Forta actuators. Resolution When Forta series actuator is used with a Venta valve, stem heater part no 8800108000 should be used when media temp is 0°C to -20°C. Note: This stem heater is not compatible with the M700 actuator.  If used with V321 DN65-100, stem heater 8800110000 should be used. If used with V222 DN65-100, stem heater 8800112000 should be used. In other applications, yoke heater part no 8800109000 for Forta should be used. Capacity for the yoke heater is: Ambient temp  down to -10°C or media temp down to -8°C  For more on stem heaters, see Stem heater for V222/V292.

Issue When using the "Commission and Download" command in Vista Workstation the controller being downloaded is failing with a "Completion Event Failure" and has multiple "Waiting for unit to restart" error messages. Product Line TAC Vista Environment Vista Server/Workstation Classic Network Cause The controller being downloaded and presenting with this error message typically has been functioning and communicating on the network and an application update is being downloaded. The unit is busy responding to other communication (TAC network variables, Xenta group communication, etc) and can not devote full attention to the application download. By setting the neuron status to unconfigured, the controller can focus only on the application download. Resolution Right click on the Xenta programmable controller and select Advanced Operation > Neuron Unconfigured. Right click on the Xenta programmable controller and select Commission and Download. It is unnecessary to set the Neuron status back to Configured because this is part of the Commission and Download process. Similar steps are available for a LNS network and are discussed in "Completion event failure" and/or "Waiting for device to restart" errors when downloading a previously commissioned controller.

Issue How can a Viconics BACnet thermostat instance number be changed with Niagara G3? Product Line TAC IA Series Environment Niagara G3, ENS, ENC-520 Cause The device Default Device ID is set to: 7x000+MAC address. The MAC address being the current Mac address of the BACnet device. Example, when a VT7300C5018B thermostat with a MAC address of 7 is connected to a network, its default Device ID will be 73007. There will be Device ID conflicts when the same Viconics model is used on multiple MS/TP networks and uses the same identical MAC address. Resolution How can the instance number be changed in a Viconics BACnet thermostat? lists how to change the Device ID (instance number) via the Viconics thermostat. However, it only allows for change of the MAC address portion of the Device ID. When changing the MAC address portion of the instance number is not enough, Niagara G3 can be used to change the entire instance number. The steps to change the Viconics thermostat instance number are as follows: Open (double-click) the BACnetNetwork Under the Database window, highlight the Viconics stat you want to change the instance number Click on the DeviceID button at bottom of screen and click yes Highlight the DeviceID number and change it to the desired number and click OK This screen show the device number it is being changed from to the device number it is being changed to – click OK If the change was successful, you should get a pop up stating: "Successfully changed remote device ObjectID!"

Issue The customer (or others) have performed Ethernet penetration tests and some controllers have reset Product Line Andover Continuum Environment Ethernet Controllers Netcontroller Cause Some earlier versions of firmware include vulnerabilities to broadcast storms or DOS attacks. Resolution The following firmware versions have fixes that relate to resetting of controllers due to unusual Ethernet Activity. Those shown are not always the latest version and it is best practice to use the latest firmware available on all sites. The following controller versions and above: bCX 4040 (BACnet) bCX1-INF 9640 v1.200025 Netcontroller CX99xx v1.5300026 Netcontroller NC2 CX9680 v2.100035 ACX57xx v1.100037 CX9702 v1.200036 All firmware compatible with Continuum v1.90 and later. Previous versions not shown, but all the information required is available from the firmware release notes See Continuum controllers go offline during a broadcast storm

Issue Shadow Schedule in the Automation Server is not syncing to the Lead Schedule in the Enterprise Server Shadow Schedule in the ES syncs successfully to Lead Schedule in the AS Lead and Shadow Schedules in different AS are syncing successfully Product Line EcoStruxure Building Operation Environment SmartStruxure 1.x Cause Traffic is blocked by Windows Firewall.  Resolution Disable Windows Firewall. Disabling the firewall may not be possible due to security concerns, Exceptions can be added to Windows Firewall for ports that are used by SmartStruxure. Refer to Creating Windows Firewall rules to allow StruxureWare Building Operation to communicate on the TCP port for details. If this doesn't work, please refer to Shadow Schedule in AS isn't synchronized with the Lead Schedule in ES.

Issue The demo license used to access the OPC server configuration must be removed from the license Files folder in the new Flexnet License Server for the service to start. Upgrade to a Vista 5.1.8 will not allow access to the OPC Server Configuration. Product Line TAC Vista Environment Vista 5.1.8 using 3rd Party OPC where Vista is a client Cause Vista.OPCTool = Allows accessing the OPC Server for configuration Vista.Server.OPCClient license= Allows a connection to get the configured OPC points into Vista. Systems engineered to use 3rd Party OPC Server may only contain a Client license for connectivity, using the Demo for the initial configuration and servicing of the OPC Server. In Vista 5.1.8, the  Flexnet License Software  will not allow a Demo license to be present in conjunction with a Site License. This is corrected in Vista 5.1.9. More information can be found in License troubleshooting in Vista 5.1.8 or greater. Resolution Purchase the Vista.OPCTool to add to the existing Site License file. Best practice is to have a separate folder for your demo licenses, and reference the physical path to that folder. See below:  WSDKHE9781;C:\Program Files (x86)\Schneider Electric\License Files Demo

Issue When using the LPA through an Automation Server (AS) as described in Using Loytec LPA with SmartStruxure AS, only traffic to and from the AS is captured. Product Line EcoStruxure Building Operation Environment LPA Automation Server Cause Due to a hardware limitation in the AS, it's not possible to capture all traffic on the segment Resolution Connect the LPA to the segment using a NIC-USB100 or similar