Issue HHC-USB-IF replacement cable for I/NET Hardware is no longer available, can we make or get details of how to manufacture this cable.   Product Line TAC INET Environment I/NET Hardware Hand-Held Console  Warning Potential for Damage/Loss: The steps detailed in the resolution of this article may result in a loss or damage of data/hardware 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 your local support for assistance. The self manufacture of this product precludes any warranty or liability to Schneider Electric.    Cause The product is no longer available.   Resolution Details of how to manufacture this cable including components are shown in the HHC-USB-IF-331180rA.pdf.

Issue There is a limit of around 200 user-created objects in b3/i2 devices, once that limit is reached, an attempt to create a new object of any type in the device will result in  "Invalid Handle" error. See https://community.se.com/t5/Building-Automation-Knowledge/Creating-an-object-in-a-BACnet-B3-or-Infinet-controller-results/ta-p/9490 for more info.   Product Line Andover Continuum, EcoStruxure Building Operation Environment Continuum b3920 Controller Continuum i2920 Controller 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 Each Continuum object is represented in the system by a "Handle Id", in b3/i2 devices, the handle ID is stored in the controller as a byte value which allows for a maximum of 255 handles, the system objects (System Variables etc.) use around 55 of the handles leaving around 200 for user-created objects.  CX controllers store handle IDs using a 2 bytes value, which allows for 65535 handles, CX controllers rarely run out of handle IDs. Resolution One way to deal with this limitation in the Continuum field devices is to combine InfinityNumeric, InfinityDateTime objects (when possible) into one object configured as an array (manual log).   EXAMPLE: The screen capture below shows 10 InfinityNumeric objects in an i2920 device that are used in the control application of a room named "MainLab"     Let's say for the purpose of this illustration that the following is the control program for MainLab     Since InfinityNumeric objects MainLab.a thru MainLab.j are used exclusivity to store values *** (i.e Setpoint etc), we can configure one of the objects as an array and have it hold all 10 values, thus allowing us to delete 9 InfinityNumeric objects and free 9 handle ids       Before deleting MainLab.b thru MainLab.j we need to modify ALL references to those objects, instead of referencing MainLab.b - MainLab.j we need to reference MainLab.a[1] - MainLab.a[9], note that MainLab.a holds its value (70) normally (not as part of the array), so in this case, we are only using 9 of the 10 array elements.     ***IMPORTANT Only InfinityNumeric and InfinityDateTime objects that are used exclusively to hold a value should be combined, if the object is being used for any of the following operations then it should be left as its own object.   Object triggers one or more programs Object is configured as a log Object is Occupancy flag of a schedule Object has alarms associated with it or is alarm point Object is a setpoint

Issue Correcting failed links between programming objects after upgrading files from .vsd to .vsdx Product Line TAC IA Series, EcoStruxure Building Operation Environment I/A Series WorkPlace Tech Building Operation Workstation (WorkPlace Tech Editor) 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 After existing .vsd files from pre-WorkPlace Tech 5.10 versions can have corrupted links that stay red when programming objects are added or modified. Resolution This video demonstrates how to correct binding failures that can occur when existing Visio drawings are converted from .vsd to .vsdx format when upgrading to Workplace Tech 5.10 and EBO 4.0 and newer WorkPlace Tech Editor. Note: The objects in the original drawing will no longer show a Master Shape reference (below) The frame around the object appears a little different as well.  The Mega Master will not be changed so this has no effect on the performance of these objects.

Issue WebClient's PHP version causes alerts in scanning tools like Microsoft 365 Defender   Product Line EcoStruxure Security Expert   Environment Security Expert Controller   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 PHP version is outdated   Resolution This video demonstrates how to manually upgrade PHP in a Windows environment   Navigate to https://windows.php.net/downloads/releases/archives and download the required "non-thread safe" PHP7.4 x64 or x86 Stop the IIS Web Server (WinKey + R, type inetmgr, press Enter) Rename the PHP folder in C:\Program Files (x86)\Schneider Electric\Security Expert Web Client\ from "PHP" to "PHP_7.3" Create a new folder in "C:\Program Files (x86)\Schneider Electric\Security Expert Web Client" and name it "PHP" Extract the downloaded zip PHP 7.4.29 to the new "C:\Program Files (x86)\Schneider Electric\Security Expert Web Client\PHP" folder Copy the file "PHP.ini" from PHP_7.3 to C:\Program Files (x86)\Schneider Electric\Security Expert Web Client\PHP Start IIS Web Server Browse to the WebClient and confirm you can log in and view/add records etc   Note: SX 4.3.344.20 requires SOAP 1.6.0.11 and WebClient 1.47.1.3. This version of Web Client uses PHP 8.1.13.  While it is possible to manually upgrade this PHP version as explained above, 8.1.13 is the latest version to be tested/supported at this time.

Issue After deleting unnecessary TrendLog objects from EBO and their logged data from the Extended Log Storage (PostgreSQL/TimescaleDB) by selecting the “Clear log” from the System folder (i.e.: Server1/System/Extended Log Storage/TimescaleDB/Trend/Tree View/…”), the Windows still shows the same free disk space size as it was before the deletion. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server External Log Storage PostgreSQL (pgAdmin 4) TimescaleDB  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 PostgreSQL databases require periodic maintenance known as vacuuming for Windows to recover or reuse the freed-up disk space occupied by PostgreSQL/TimescaleDB. Resolution There are two variants of VACUUM: standard VACUUM and VACUUM FULL.  VACUUM FULL can reclaim more disk space but runs much more slowly.  VACUUM FULL requires an exclusive lock on the table it is working on, and therefore cannot be done in parallel with other use of the table. Refer to the documentation mentioned at  https://www.postgresql.org/docs/9.5/routine-vacuuming.html  before performing the VACUUM command.   Below is an example of the procedure to get the freed-up disk space occupied by PostgreSQL/TimescaleDB back to Windows.   1. Back up the current PostgreSQL/TimescaleDB database and save to a safe location. Backup the “ebo_db” from the PostgreSQL/TimescaleDB server using the pgAdmin 4 (refer to https://www.pgadmin.org/docs/pgadmin4/development/backup_dialog.html , or refer to page 8 “Backup” section of the “EBO External Log Storage Installer.pdf” document for detail).   2. Stop the External Log Storage from EBO. Open the Properties of the TimescaleDB object (/Server/System/External Log Storage/).\ Remember (take a note) the current value settings of the “Host Address” & the “Database Name” attributes. Change them to the wrong value (or clear them) so that EBO fails to connect to the PostgreSQL/TimescaleDB server. Repeat the above operation for all the other servers (AS’s) that are enabled/connected to the PostgreSQL/TimescaleDB server.   3.Delete the old logs from the PostgreSQL/TimescaleDB database (the “ebo_db”). Run the pgAdmin 4, select the “ebo_db”, open the “Query Tool”, and execute the below scripts:   Delete from trend_data where DATE_PART('day', now() - timestamp) > 365   Delete from event_data where DATE_PART('day', now() - timestamp) > 365   4. Vacuum the Database with Full option. From the same Query Tool on the “ebo_db”, run the below command: Vacuum Full Wait until it completes (this may take a while depending on the number of old logs that have been deleted from the tables).   5. Start the External Log Storage from EBO. Open the Properties of the TimescaleDB object (/Server/System/External Log Storage/). Set the value of the “Host Address” & the “Database Name” back to the correct value, so that the EBO server successfully connects to the PostgreSQL/TimescaleDB server. Verify the EBO server is connected to the PostgreSQL/TimescaleDB server, and it works normally.    Repeat the above operations for all the other EBO servers (AS’s) that were disabled/disconnected from the PostgreSQL/TimescaleDB server.  

Issue When EBO servers (ES & AS) no more need to keep the unnecessary TrendLog objects, the obsolete objects need to be deleted from EBO servers, and their log data need to be removed from the Extended Log Storage (PostgreSQL/TimescaleDB) server as well.  Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server External Log Storage PostgreSQL (pgAdmin 4) TimescaleDB  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 Deleting the obsolete TrendLog objects from EBO servers does not remove the old log data of the obsolete TrendLogs left in the PostgreSQL/TimescaleDB database. Resolution Once the obsolete TrendLog objects are deleted from EBO servers, their log data are no longer saved in the PostgreSQL/TimescaleDB. The next task is removing the old log data left in the PostgreSQL/TimescaleDB database.   1. As always, backup current EB & AS’s databases from EBO workstation.   2. As always, backup the current PostgreSQL/TimescaleDB database and save to a safe location. Backup the “ebo_db” from the PostgreSQL/TimescaleDB server using the pgAdmin 4 (refer to https://www.pgadmin.org/docs/pgadmin4/development/backup_dialog.html , or refer to page 8 “Backup” section of the “EBO External Log Storage Installer.pdf” document for detail).  3.Remove the obsolete TrendLog from the PostgreSQL/TimescaleDB database (the “ebo_db”). Method_1: Delete the EBO TrendLog object from ES & AS’s & TimescaleDB using EBO workstation. (1) From the EBO workstation, expand the folder (location) of the TrendLog object, and delete the TrendLog object. (2) From the EBO workstation, go to the TimescaleDB folder (/Server 1/System/External Log Storage/TimescaleDB/Trend /Logs/Tree View), and delete the Trendlog object from PostgreSQL/TimescaleDB database. (3) Verify the TrendLog disappears from both the EBO and the PostgreSQL/Timescale DB.   Method_2: If the above Method1 takes a long time to complete, you can delete the TrendLog objects from PostgreSQL/TimescaleDB database directly.  (1) From the EBO workstation, expand the folder (location) of the TrendLog object, and delete the TrendLog object. (Same as item (1) of the above Method_1) (2) From the PostgreSQL/TimescaleDB server, run the pgAdmin 4, select the “ebo_db”, open the “Query Tool”, and execute the below scripts: Find the ID of the obsolete TrendLog from the trend_meta table. Select Externallogid, source from trend_meta where sources like '%TrendLog Name or Path%' Remove the TrendLog from the 2 tables using the above found Externallogid as below. Delete from trend_data where externallogid = 1234567890 Delete from trend_meta where externallogid = 1234567890 (3) Verify the TrendLog disappears from both the EBO and the PostgreSQL/Timescale DB.  

Issue The SLO Label shows an incorrect value range for kL. Product Line Field Devices Environment SpaceLogic SLO series Lux sensor 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. Cause The label on the SLO shows the incorrect value range for kL. Resolution SLO: The product specification sheet states the Ranges for the jumper as: - 0 to 500 lx and 0 to 20 kLx The range to 500 lx can be seen on the circuit board. The product’s label shows 0 – 4kL The manufacturer has confirmed the label is incorrect the value should be 500 lx, New labels will be used in production from August 2022.   SLR: The tense delivery situation during the pandemic, especially for electronic components, has forced the manufacturer to make technical changes to the SLR in order to stay able to continue to deliver reliably. The range has extended from 0.4 to 0.5 kLux. These changes are incorporated in the corresponding instructions, provided with the devices. New labels will show the extended range.

Issue Unique SSL Root Certificate is self-generated using Device Administrator and it needs to be backed up, restored or transferred to another machine Product Line EcoStruxure Building Operation Environment Building Operation Device Administrator Building Operation Automation Server 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 Without a self-generated SSL Root Certificate installed on Windows OS that is running Device Administrator, Automation Servers with certificates installed will not be trusted. Use cases involve the transfer of data from one installation of Device Administrator to another and are not limited to: Transfer from a laptop used during startup to another laptop Transfer from a laptop used during startup to Enterprise Server machine Resolution Before starting ensure the following: Automation Servers will not be connected via browser for Webstation where a trusted certificate authority should be used to generate the certificates. Device Administrator has SSL Root Certificate installed and Automation Server is successfully communicating via HTTPS per Device Administrator Certificate Workflow  Backup data from Device Administrator to be transferred or restored using the following process: Backup Existing DA by exporting the SSL Root Certificate Click SSL Root Certificate Check Include Private Key Select the Destination Folder and ZIP filename Provide a password for the Export File Confirm the password Click Export button and verify Root CA Certificate has been exported to the destination folder  Backup Existing DA Server List Click Save  current server list or Save as new server list button Default location: C:\ProgramData\Schneider Electric EcoStruxure\Building Operation [n.n]\Device Administrator Default Filename: Servers.xml  Export Server list Click Export Server List button Provide a password and confirm password Click OK button  Restore data to the Device Administrator using the following process: Import SSL Root Certificate Click SSL Root Certificate Click Import Certificate Check import encrypted Archive Select file Enter password  Click Install to Windows Certificate Store to add to Windows for Enterprise Server or Device Administrator to be able to trust certificates. Install into Windows Certificate Store Restore the server list to replace the default list. Click Import server list Navigate to and select the file, then click Open Enter file password, then click OK Provide the default location in the address bar (see Default Location above), select Servers.xml, and click Save Click YES to replace the existing file Click YES to overwrite the existing file When server list import is complete, click OK         

Issue During the installation of the EBO package, an error is displayed about PCT_temp.vbox already in existence.   ERROR_(3), UNABLE_TO_EXECUTE__COMMAND(99), reason=VBo xManage.exe: error: Machine settings file Product Line EcoStruxure Building Operation Environment Building Operation 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 Leftover folder/file from previously failed installation Resolution Close PCT if running Take note of the folder/file that the error refers to, in this case "C:\Users\sesaxxxxxx\.VirtualBox\PCT_temp\PCT_temp.vbox Make a backup of the folder/file as a precaution (in case it has to be put back) Delete the folder or file, in this case, delete the PCT_temp folder Re-launch PCT and attempt to install the EBO package once again

Issue When adding a new Domain an error shows “Object does not exist – The domain “your Domain Name” does not exist, and the Domain is not created.   Using control panel Or using System/Domains folder Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Building Operation Enterprise Server Building Operation Enterprise Central 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 A Content Type rule could be incorrectly configured Resolution Navigate to /Your Server Name/System/Content Types/Rules/ If there is a “*” in the “Container Name Pattern” of any of the rules, correct this or delete the rule.     Once completed, new domains can be added.

Issue How to bring a BACnet controller online after restoring a backup Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation 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 Customers may want to take a backup from a site and use it on other setups. If there would be any BACnet controller under the Backup, they may need to know the process of hosting the BACnet controllers under the restored backup on the physical BACnet controllers.   Resolution This video will demonstrate how to bring a BACnet controller online after restoring a backup. NOTE After matching up the Device ID of the BACnet controller under the restored server and the Object ID of the physical BACnet controller, if the hosting status shows “Not hosted”, users need to perform a "Repair Hosting". Please refer to Repair Hosting a BACnet/IP controller 

Issue Access Expert SSC and Mercury controllers require firmware updates Product Line EcoStruxure Access Expert Environment Access Expert V3 Hosted 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 SSC and Mercury controller firmware needs to be updated for a fix or feature change Resolution Overview Mercury Controllers operate based on their firmware version and programmed configuration within Keep. It is necessary to update the Mercury firmware on occasion to ensure the most recent features, bug fixes and security upgrades are on the Mercury panel.    Updating Firmware Mercury controllers can be updated using the Keep by Feenics software. Before updating the controller, confirm the controller is powered on and connected to a Keep by Feenics instance. It is important to have a stable internet connection throughout the entire firmware update process. The duration of the firmware update will depend on the network bandwidth but typically will take between 5 to 10 minutes for a complete update. Users can issue multiple firmware updates to different intelligent controllers at the same time, but not downstream devices.   Updating the Firmware on a Controller To update the firmware on a controller: Open the controller page.  Beside the Version field, click on the "Update Firmware" button. Open the Live Monitoring window and set the priority to 0. In the Live Monitor, you will see the "Downloading Firmware Event". Once the controller has completed the firmware update, it will reboot.  After, close and re-open the controller page to see the updated firmware version. EP Controller Firmware The EP Series controller's current version is 1.29.1.633 and was released on 2020/01/31. Due to the controllers being End of Life, no new versions of firmware will be released for the EP series controllers.   On-Premise Deployments Note: On-Premise Deployments are no longer supported. All sites will convert to hosted. The previous process to upgrade firmware for On-premise deployments (servers managed on-site): They can have their firmware updated out of band by placing the latest Mercury CRC files in the appropriate directory. Once the files are in place users can proceed with the update steps outlined in this article. The default directory for firmware files can be found at C:\Program Files (x86)\Feenics\Mercury Service\MercuryFirmware. 

Issue In Niagara Enterprise Server versions older than N4.9, the Niagara Service fails to start. Typically the service successfully starts when the 'plat installdaemon' is executed. Product Line TAC IA Series Environment I/A Series N4 Enterprise Server (earlier than N4.9) 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 The Niagara daemon fails to restart automatically after a server reboot Resolution For older Niagara versions, these are two workarounds that may work in some cases:   Option 1:  Go to Start > Run > and type regedit  Navigate to: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control  With the control folder selected, right click in the pane on the right and select new DWORD Value  Name the new DWORD: ServicesPipeTimeout  Right-click ServicesPipeTimeout, and then click Modify  Click Decimal, type '180000', and then click OK  Restart the computer Option 2: Create a Task Scheduler task that calls the command "net", with the arguments "start niagara" five minutes after boot.   Alternative Solution (reported to work on Niagara older than 4.7): There are two solutions to implement in the Niagara Service. Before performing the settings below you must first have NiagaraD successfully installed. After the computer has rebooted, manually install NiagaraD using 'Plat installdaemon'. Once the service is installed implement the two configurations below. Open Windows 'Services' and then double-click the 'Niagara' service to open the Niagara Service Properties window . You can select to delay the start of the Niagara Service which helps give Windows time to initialize before the service attempts to start. Set the recovery options on the 'Recovery' tab. It is recommended to set all three 'failure' options to 'Restart the Service'

Issue Need to replace an AVUE, AVUX or AVUM Mark 5 Actuator Product Line Field Devices Environment AVUE5305 AVUE5355 AVUE5304 AVUE5354 AVUX5202 AVUM5601 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. Cause Need to find a replacement for the obsolete AVUE, AVUX or AVUM Mark 5 actuator, that will allow the valve to be retained. Resolution The AVU* Mark 5 range of actuators can be replaced from the MZ300S range. AVUE5305 replace with MZ300S-24M AVUE5355 replace with MZ300S-24M AVUE5304 replace with MZ300S-24M AVUE5354 replace with MZ300S-24M AVUX5202 replace with MZ300S-24F AVUM5601 replace with MZ300S-230F The AVUE, AVUX, AVUM Mk 5 Datasheet is attached   MZ300S Specification sheet   MZ300S-24M Installation Instructions MZ300S-24F Installation Instructions   MZ300S-230F Installation Instructions

Issue Importing certificates into EBO may require OpenSSL to perform the tasks. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Device Administrator Building Operation Automation Server 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 OpenSSL needs to be used to manipulate certificates so they are in the correct format for importing into EBO Servers. Resolution OpenSSL is installed with Enterprise Server, Enterprise Central, and Device Administrator, so use the following path to resolve your installation. In this example, EBO 2022 is installed on the C Drive, so a change in the path may be necessary for your installation. In EBO 2023, OpenSSL was upgraded to 3.x version (3.0.8 dated 7 Feb 2023). Enterprise Server Location: C:\Program Files (x86)\Schneider Electric EcoStruxure\Building Operation 4.0\Enterprise Server\bin\openssl.exe Device Administrator Location: C:\Program Files (x86)\Schneider Electric EcoStruxure\Building Operation 4.0\Device Administrator\OpenSSL\openssl.exe One can use the command openssl version to see the version installed. In this example with EBO 2022 OpenSSL version 1.1.1l (Letter L) dated 24 Aug 2021 is installed.   Enterprise Server  Device Administrator  Use Copy Path to use openssl.exe in the current directory In Windows Explorer, find openssl.exe Hold SHIFT, Right-Click on openssl.exe, and select Copy Path Paste into the command prompt, and you will see double quotes since the path can contain spaces. Continue to type your command and reference files by name in the current directory. 

Issue Operator password for SP-C-WEB has been lost and unable to login to the controller. Product Line EcoStruxure Security Expert Environment SP-C-WEB 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 The SP-C-WEB operator passwords are unable to be recovered. Resolution Default the controller using the jumper to bridge reader port 2 [1] Figure 1. Connecting Wire LinkFigure 1. Connecting Wire Link Once the controller is back online set the default admin password. Then restore a previous backup of the sites database containing the site configuration Figure 2. Restoring Database BackupFigure 2. Restoring Database Backup  When the backup is restored the operators are not overwritten so the one you just setup during the commissioning can be used to login to the SP-C-WEB.   [1] SP-C-WEB Security Purpose Web Enabled Controller Installation Manual

Issue ACX57xx Continuum controller frequently reboots itself, loses configuration and/or stop granting access to doors until reloaded.     In the controller error log frequent and spontaneous re-starts of the controller can be observed without an apparent cause such as power failure for example.     Here is another error log from different controller with same issue, a similar signature can be observed in the following screen shot   Product Line Andover Continuum Environment Continuum ACX 2 Controller Continuum ACX 4 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. Cause Electrical noise coming from door striker corrupting controller's memory.   Resolution An external Varistor may be installed for Noise Suppression of a Door Strike. Here is a link to a part that may be used for this purpose:   https://www.digikey.com/en/products/detail/bourns-inc./MOV-07D470KTR/13420467?utm_adgroup=General&utm_source=google&utm_medium=cpc&utm_campaign=PMax:%20Smart%20Shopping_Product_Zombie%20SKUS&utm_term=&utm_content=General&gclid=Cj0KCQjwteOaBhDuARIsADBqRei7ZmpR8CRYf12zRH1bfTIK7GHk3NC6XStbVoCBrPizkZvEPDlCaFEaAjLFEALw_wcB    The part should be installed at the Door Strike, from the switched 24VDC terminal to the common 24VDC terminal, like this:  

Issue Instructions needed to perform a Factory Reset for Upstream Mercury Controllers Product Line EcoStruxure Access Expert Environment Access Expert software Hosted V3 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 Instruction steps are needed to reset Upstream Mercury controllers to Factory Default settings Resolution Bulk Erase Configuration Memory: The bulk erase function can be used for the following purposes: Erase all configuration and cardholder database (sanitize board) Update OEM default parameters after OEM code has been changed Recover from database corruption causing the board to continuously reboot   Bulk Erase Steps (Factory Reset): Do not remove power during steps 1-8   Set S1 DIP switches to: 1 & 2 "ON", 3 & 4 "OFF" (see DIP switch location and diagram below) Apply power to the board Watch for LEDs 1 & 2 and 3 & 4 to alternately flash at a 0.5 second rate Within 10 seconds of powering up, change switches 1 or 2 to "OFF". If these switches are not changed, the board will power up using the OEM default communication parameters LED 2 will flash indicating that the configuration memory is being erased Full memory erase takes up to 60 seconds When complete, only LEDs 1 & 4 will flash for 8 seconds The board will reboot 8 seconds after LEDs 1 & 4 stop flashing (no LEDs are on during this time)  All other switch settings are unassigned and reserved for future use. Factory Default Communication Parameters: Network: static IP address: 192.168.0.251 Subnet Mask: 255.255.0.0 Default Gateway: 192.168.0.1 DNS Server: 192.168.0.1 Host port: IP server, no encryption, port 3001, communication address: 0

Issue Instructions needed for batch importing Users into Access Expert Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 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 Steps are needed to import Users from another system Resolution Batch Import   When converting a site, all user records and information needs to be imported into the new system. For Access Expert here are the steps in order to accomplish this:   Log on to the instance Once it opens up select the Access Control Tab and choose the Batch icon When this editor opens up select the Download Default Example file This will give a sample of the format that is expected when the Upload CSV is needed From the original application, if there is a dump file (Continuum) or an existing csv, copy and paste into an excel file or use the template and rename it accordingly. Choose the relevant columns to match from the list. Once satisfied with all the entries and fields, save the file then return to AccessXpert and select the Upload CSV as mentioned in Step 3. Select the file to open and once completed, all the users will then be displayed.

Issue What steps are needed to configure and add Mercury Intelligent IP Controllers to Access Expert Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 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 Instruction steps are needed to configure and add Mercury Intelligent IP Controllers to Access Expert Resolution Overview Intelligent Controllers synchronize with Access Expert in real time, but all access decisions are made locally and independently from the server. This means that the processing of events, actions, and alarms remains local and functional even if network connectivity is lost. Configuring a Controller for IP Client Power the controller with an external power supply or by PoE and connect the controller via Ethernet cable to the network. Make sure all DIP switches are set to the off position. Enter the IP address of the controller in the web address bar of Microsoft Edge or Internet Explorer. Set DIP switch 1 to the ON position to leverage the default username and password. Log into the controller within 5 minutes of setting DIP switch 1 to the ON position with these default credentials. Username: admin Password: password From the menu located at the left of the configuration manager page, click on the ‘Network’ button to visit the network settings page Ensure ‘Use the following DNS server address is checked and enter 8.8.8.8. This is a Google DNS server. We recommend utilizing this to maintain the best operation. Click on the Accept button in the ‘Network Settings’ page to save changes. Navigate to the menu and select the ‘Host Comm’ to open the page. Ensure the Primary Host Port is configured as follows. It should be noted the Alternate Host Port must be disabled: Communication Address: 0. Use IPv6: Unchecked. Connection Type: IP Client. Data Security: TLS if Available. Host IP/Host Name: connect.feenics.com. Port Number: 3001. Connection Mode: Continuous. Retry Interval: 20sec Click on the ‘Accept’ button in the ‘Host communication’ page to save changes. Navigate once again to the menu and select ‘Apply Settings’ to open the page. Click ‘Apply setting, Reboot’ (located at the top of the page). If a warning page appears, check both the ‘I understand' and 'wish to proceed’ boxes. Click 'Yes' to apply the changes and allow the controller to reboot. Adding Controllers to Access Expert Controllers are added to Feenics from the Hardware Provisioning tab. When adding a controller, you will need to select the controller type from the drop-down list. If the controller you are trying to add does not match one of the types listed, Access Expert does not support it. When adding a controller, a name must be given to identify the controller and the UNIQUE MAC address of the controller. The MAC address is used to identify the controller within the Feenics system. Duplicate MAC addresses will not be allowed.   When adding a controller, the MAC address is optional. If no MAC address is provided, the controller will be marked as disabled upon save. The controller can only be enabled by providing a valid MAC address.    Steps to add an IP Controller to Access Expert Select the ‘Hardware Provisioning’ Tab Click “Add Controller” and select your device type Enter a Display Name Enter the MAC Address in the correct format: “XX:XX:XX:XX:XX:XX” Select the time zone (This sets the Controller Time) (OPTIONAL) Assign Card Formats as needed (Can be added later) (OPTIONAL) Add Custom EOL Tables 8. Click “Save” or “Save & Close” The Port configurations will be grayed out initially until you commission Interfaces and Downstream Devices. At that point, the port configuration section will automatically be configured. Baud Rate is configurable but all devices on the bus must share a baud rate. ***Important Note: It is important to choose the correct controller type when adding a new controller.