Issue Modbus RTU communication is not performing as expected, and there is a need to review electrical installation or request/response packets. Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Building Operation Multi-purpose Controller Building Operation Room Controller Building Operation EZLogic Room 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 Picoscope hardware and software provide the ability to review the electrical waveforms and decode as Modbus RTU Resolution Ensure proper setup and connection of Picoscope probes Set the switch on probes to 1X Connect the probes using the color coding on each end to ensure the connection is as follows: Connect Probe A to TX/RX - Connect Probe B to TX/RX + Connect the probe black reference alligator clips to the cable shield drain wire. Ensure the drain wire is connected to EGND at one location. Connect the Picoscope to the PC, then open Picoscope software and choose the device connected. Set the Scope Use 1 ms/div for 38400 baud Follow this thread for more information since BACnet and Modbus are both RS-485 protocols. BACnet - PicoScope Basics - Schneider Electric Community  Select Channel A Set to +/- 5V Select Channel B and repeat the setting. One may change to +/- 10V if you encounter spikes above the 5V range (overvoltage warnings).  Add Math Channel Click the Math Channels icon Select A - B  Add Serial Decoding for Modbus RTU Click Serial decoding icon Select MODBUS RTU On Page 1 select Master A - B Change Baud Rate to known baud rate, usually 38.4 kBd Change Parity to known parity, usually NONE (1 Stop Bit) Leave the rest at default and click Next  On Page 2 Recommend leaving as default of HEX, knowing you will have to convert for Slave IDs over 09. Leave the rest at default and click Finish  Set Waveform Adjust thumbnail size to preference Leave Capture Time = On (default) Set Max Waveform to 2000 (example has 5000)  Start and stop capture and select Waveform as example Set Trigger Using a waveform, set the threshold voltage just above the blue line voltage. For example, the blue line is at 0.8V, and the threshold is set at 1.92V. Adjust based on your collected waveform(s) Set the Pre-Trigger 0% puts Yellow Diamond to the left and 100% puts Yellow Diamond to the right. The recommended setting is between 5% and 20% (for example, 20%).  Start capturing Set Serial Decoding for MODBUS RTU to show buffer The Current Buffer shows only the waveform on the screen.  All Buffers show everything.  NOTE: The Buffer Number column references the waveform number

Issue If you are having trouble with the screen operation, you may need to re-calibrate the touch screen. Product Line ESMI Fire Detection. Environment FFSULH1001. FFSULH1002. FFSULH1003. Warning 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 During shipping, the touch screen calibration may become misaligned. Resolution To calibrate the touch screen, do the following: Hold down the function button on the back of the main PCB and press and release the reset button, continue to hold down the function button firmly until the calibration screen appears this can take up to a minute Once the calibration screen has appeared you will be prompt with 5 crosshairs which you must press in turn. Note: Please note when pressing these crosshairs ensure you use your hand as it has been known to cause issues using tools or stationery as pointers

Issue Need to create PCT backup Product Line EcoStruxure Building Operation Environment Project Configuration Tool 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 Users need to backup all PCT data to prevent data loss or corruption. Resolution Since PCT 2.0 virtual machine resides in Hyper-V., the process is the same as backup any VM in Hyper-V Manager. Open Hyper-V Manager: Launch the Hyper-V Manager application on your server. Select the VM: Navigate to the virtual machine you want to back up in the left pane. Right-click and choose "Export": Right-click on the VM and select "Export" from the context menu. Choose a destination: Select the folder where you want to save the exported VM files. Start the export process: Click "Export" to begin the backup process. The "Export" process will create a "pct" folder from the folder in step 4. The 3 folders under "pct" folder are the backup for PCT 2.0 with projects and server packages installed.      

Issue Need to move PCT storage file to another location Product Line EcoStruxure Building Operation Environment Project Configuration Tool 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 hard drive where the storage file resides may be full, or the space may be allocated for another purpose Resolution It's suggested to create a backup before proceeding, follow How to backup PCT 2.0 data to create a backup.   Open Hyper-V Manager Select "pct" under Virtual Machines then click "Move..." from the right-hand side menu Move "pct" Wizard Window will pop-out, click Next Select "Move all of the virtual machine's data to a single location" then click Next Select the NEW location for PCT then click Next. Check if the location is correct, then click Finish. Hyper-V will initial the process Once the Status shows the progress finishes. Click "Shut Down" from the right-hand side menu for "pct" image   Click "Stop Service" from the right hand side menu to stop Hyper-V as we need to modify the file location for PCT settings file   Open Windows Explorer and go to C:\ProgramData\Schneider Electric EcoStruxure\Building Operation\Project Configuration Tool Open the "settings" file Replace the old folder location with the new one then Save the file (I changed the folder from 'C:\ProgramData\Schneider Electric EcoStruxure\Building Operation\Project Configuration Tool' folder to 'D:\PSS\PCT 2 storage' Before modification After modification Go back to Hyper-V then click Start Service   Select "pct" then Click Start   Wait for a couple of minutes for the VM to start Go to https://192.168.10.2/ in a browser and PCT will start with all the existing projects

Issue Methods are needed to purge access events with Security Expert running on SQL Express Product Line EcoStruxure Security Expert Environment EcoStruxure Security Expert Microsoft SQL Express Microsoft SQL Server Management Studio (SMSS) 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 Security Expert operating on Microsoft SQL Express can exceed the 10GB limitation depending on configuration and system size Resolution There are several things to consider when configuring Security Expert when running on Microsoft SQL Express which has a 10GB size limitation and other limitations. This article will address the following items: Backup of the SecurityExpert and SecurityExpertEvents databases, review of the database file sizes, automatically and/or manually purge access event records, shrink the database(s) to regain hard drive space, and return the system to operational status.   1. Create database backups for the SecurityExpert and SecurityExpertEvents databases (Select a method) a. Configure options in Security Expert under Global Settings> General> Main Database Backup b. Use Microsoft SMSS. Right-click on the database, select Backup and complete the steps Note: It is recommended to save the databases as different file names than the original database  names to keep a copy of the database prior to deleting records. 2. Examine the database file sizes a.  Observe the file size In Windows Explorer, Navigate to:  C:\Program Files\Microsoft SQL Server\MSSQL(version).SECURITYEXPERT\MSSQL\DATA Observe the file size of the SecurityExpertEvents database If the site is using Microsoft SQL Express and the database file size is close to or over 10GB, events will need to be purged. Note: SecurityExpertEvents files. One file is the transaction log and the other is the data file. The file highlighted above is the data file. b. Check the Windows Application log: There may be a message with evidence of database size issues in the Windows application log, i.e. "Primary Filegroup is FULL" 3. Check the database recovery model configured for both databases in SMSS If "FULL" is used instead of SIMPLE the database(s) will grow quickly See the following KB article for more details on Recovery Mode: https://community.se.com/t5/Building-Automation-Knowledge/Security-Expert-functionality-starts-to-degrade/ta-p/441818 An article with additional details about the database table sizes: https://community.se.com/t5/Building-Automation-Knowledge/Security-Expert-Database-Table-Sizes/ta-p/482178 4. Purge the SecurityExpertEvents db (Select a method) a. Purge using Security Expert Under Global Settings> General> Events Database Configure Purge events older than – there is a drop-down with a list of selections See the Security Expert About> Help for more information. Search on Purge and select Global Settings Note: It’s best practice to delete a month or so at a time. Deleting many events at a time can  cause the server to time out. After the Security Expert purge, use SMSS to Shrink DB and Shrink File (These actions remove the recently deleted records from the hard drive freeing up space Right-click on the SecurityExpertEvents database> Shrink> database Right-click on the SecurityExpertEvents database> Shrink> File b. Manually delete access events using SQL queries In SMSS, run the following query to retrieve all access events and make note of the number of records select * from events order by logged time asc Example: Note 2840 rows     To purge the records run the following query: (Caution: these records will be removed from the database) Use SecurityExpertEvents; Delete from dbo.Events Where LoggedTime BETWEEN '2024-06-13' AND '2024-06-14' Adjust the above query to reflect the dates required) 8 rows affected select * from events order by logged time asc – after running the delete query Example:2832 rows Note: It’s best practice to delete a month or so at a time. Deleting lots of events at a time can  cause the server to time out. c. Shrink database This action removes the recently deleted records from the hard drive freeing up space Right-click on the SecurityExpertEvents database> Shrink> database 5. Verify Security Expert functionality Once the purge and shrink are completed, verify Security Expert is operating normally Note: If the system is not working normally, restoring a previous version of the database(s) from earlier backups may be necessary that were taken before exceeding the 10GB limitation. DBCC is a Microsoft tool for checking the integrity of a SQL database which is beyond the scope of SE Product Support. Please refer to Microsoft's documentation on this subject or consult a Database Analyst.

Issue It may be necessary to replace the Security Expert Server and/or the Security Expert Software Product Line EcoStruxure Security Expert Environment Security Expert 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 In case of upgrade, software issues or PC/Server hardware failure replacing the Security Expert Server may be needed Resolution 1. Hardware Reset If the server footprint changes, for example, the previous server’s hard drive or motherboard died, then a hardware reset will be required before the license can be used on the new server. Contact Schneider Electric Product Support to tell them that your server hardware profile will be changing and a hardware reset is needed. 2. Stop the Security Expert services Right-click on the service and select Stop Note: While the services are stopped, the controllers will save incoming events (up to 50,000 per controller). Once that limit is reached, the events are First in First out. 3. Back up the SecurityExpert and SecurityExpertEvents databases If the database is encrypted, export the encryption certificates. See the Security Expert Installation Manual for specific instructions on backing up and restoring databases and encryption certificates. https://ecoxpert.se.com/search?documentUUID=71d622e3-2fc1-477a-b08a-5b37ac4b2756&title=SX-SRVR%20Security%20Expert%20-%20Client%20Server%20-%20Installation%20Guide  4. Uninstall Security Expert from the old server From Windows Programs and Features, Right-click Security Expert> Uninstall Once the Uninstall is complete, Manually Restart the Server/PC 5. Disconnect the old server from the network. Connect the new server with the same IP address and/or hostname. If the IP address or hostname of the server changes, update the event server settings in the controllers via the controller’s web page to match the new server. 6. Install Security Expert on the new server and activate the license Ensure that the new Security Expert installation is the same version or higher. 7. Stop the Security Expert services Restore the encryption certificates and databases to the new SQL Server instance. 8. Updating the Database If you are restoring a database from an older version to a later version, uninstall and reinstall Security Expert to upgrade the database. 9. Start the Security Expert Data Service 10. Update the Download Server In Security Expert, navigate to Global | Download server and update the Computer name to match the new Server name. 11. Update the Event Server Computer name in Global | Event server 12. Restart the Security Expert Event Service You should start receiving events from controllers 13. Start the Security Expert Download Service

Issue For hardware failure or persistent issues, it is necessary to replace Security Expert hardware components Product Line EcoStruxure Security Expert Environment Security Expert SP-C or SP-C-Web controller Expanders (i.e. RDM2 or SP08) Card Readers 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 A hardware failure occurs or a persistent issue happens that requires steps to replace Security Expert hardware Resolution At times it's necessary to replace Security Expert hardware   Steps to replace Security Expert SP-C Controllers: 1. Determine if the original controller has encryption turned on If the failed controller was setup for encrypted communications with the Security Expert server, the newly installed replacement controller will not have the encryption keys to be able to decode the packets from the server. Attempting to bring it online will be unsuccessful. On the controller's Configuration tab press the Disable controller encryption, then Yes to confirm. A replacement controller will typically be unencrypted. As soon as it shows online you can decide if you want to encrypt it. If it was already encrypted in Security Expert before replacing it, you might need to hit the encryption button again to get it in sync. Note: It can be helpful to use the event server diagnostic. If you see messages including “unencrypted” set encryption on the controller and see if it comes online. 2. Disconnect the old controller from its networks unplug ethernet and RS-485 module network and other hardware 3. Replace the Serial Number in Security Expert In Security Expert, navigate to Sites | Controllers. Replace the Serial number of the old controller with that of the new one. 4. Disable encryption In the Configuration tab, click Disable controller encryption. 5. Default the Controller If the controller has been used on a different server, default the new controller. See the SP-C Installation manual for detailed steps on performing a controller default https://ecoxpert.se.com/search?documentUUID=b4fb1237-fd07-2ee5-d9ad-4324178c364c&title=SP-C%20Security%20Expert%20-%20Security%20Purpose%20Controller%20-%20Configuration%20Guide  6. Enter the event server settings on the controller Log in to the new controller's web interface. In Settings, enter the same IP settings, event server and ports as those of the old controller, then restart the controller. Note: Remember to remove the jumper used to default the controller 7. Connect the new controller to the networks and hardware The controller should come online in Security Expert if all the network settings, serial number and encryption settings are in sync. 8. Download the controller In Security Expert, right click on the controller record and select Force download. The controller should receive the download. 9. Enable encryption Once the controller is online, in the Configuration tab click Enable controller encryption in Security Expert if desired. Steps to replace Security Expert SP-C-Web Controllers: 1. Take a backup of the old SP-C Web controller Login to SP-C Web, In System | Backup controller This creates a .bak file prompting to save in a folder or in the downloads folder 2. Disconnect the old controller Unplug the controller from the ethernet network, the RS-485 module network and other hardware. 3. Register the new controller Log in to the new controller and register it in System | Licensing 4. Restore the previous backup taken Navigate to System | Backup and Choose File and browse to the previously created .bak file 5. Configure the IP settings In System | Settings, enter the same IP settings as those of the old controller, then restart the controller 6. Connect the new controller to the networks and hardware and Test Steps to replace Security Expert Expanders: 1. Disconnect the old expander from the RS-485 module network and any inputs, outputs or card readers. 2. Connect the new expander to the module network and hardware. 3. Set the new expander's address to the same as that of the old expander.  In Security Expert, navigate to Sites | Controllers, right-click the controller and select Module addressing.  In SP-C-WEB, use the Expanders Wizard. To address a keypad, power cycle it and then press [X], [Enter]. Enter the new address and press [Enter] to save. Note: Sometimes the old expander can remain in the module addressing window even after being physically disconnected. To free up the address, module update the expander record. This will fail, but the address should become available. 4. Module update the new expander. The expander should start operating normally using the programming from the original expander. Steps to replace Security Expert Card Readers: 1. Disconnect the old card reader from the reader port. 2. Connect the new card reader 3. Apply any Custom Configurations If the reader needs any custom configuration, apply it within two minutes of the reader starting up using the config card. 4. Wiegand and RS-485 readers should connect automatically For OSDP readers, put the card reader into installation mode, then send an OSDP install mode command to the reader expander.   Additional configuration after controllers have been replaced If used at the site, areas that are configured for duress alarms default to un-armed after a SP-C has been replaced and need to be re-armed via forced arming. If used at the site, the alarm dialer (Contact ID) "Service Mode" defaults to "0 - Manual Mode" after a SP-C has been replaced (see the arrow below) and needs to be changed to "1 - Start with controller OS". Service modeService mode Test the replaced hardware to ensure the issue is resolved

Issue Bog File Encryption Changes in 4.15 Product Line TAC IA Series Environment I/A Series N4 Enterprise Server I/A Series N4 Jace 9000  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 In Niagara 4.15, to continue to provide the best security practices, the user password hashes are now included in the encryption by the system passphrase. Resolution The system passphrase was introduced in Niagara 4 to provide additional protection to sensitive data from the Niagara system. Prior to Niagara 4.15, this included all reservable passwords (such as Niagara Network, database connection passwords, etc.), excluding the user's passwords as those are protected by being hashed. If you do not have the system passphrase for a station and need to unlock it through Workbench, both the user and encrypted data such as passwords will be removed where prior to Niagara 4.15 the user were left untouched as they are hashed. If you are copying a station from a remote host which you do not have the system passphrase for, you will need to reset the passphrase to successfully copy the station onto a new remote host. You will be required to enter the passphrase to edit or modify users or encrypted properties such as password fields for email, Niagara Network, etc. Prior to Niagara 4.15, you could edit and modify users without the passphrase, in Niagara 4.15 this will require the passphrase to decrypt the users.   Operation Niagara 4.14 Niagara 4.15 Modifying users in offline station bog file Users can be modified without entering the station bog file passphrase Station bog file passphrase is required to modify users Reset station bog file passphrase Removes reversable client passwords such as email, Niagara Network, etc. Hashed user passwords are not impacted Removes both reversable client passwords and hashed user passwords Understanding the System Passphrase in 4.15 Workbench or Supervisor When Niagara is installed on the engineering or supervisor device for the first time, the user will set the passphrase for that device. NOTE: When setting system passphrases, make sure that you take note of what they are. These should be shared with the owner of the building/site as the passphrase is owned by the device. You can change the system passphrase in the Platform Administration screen. You will be required to enter the current passphrase in order to successfully change it to a new passphrase, highlighting the importance of providing it to the owner of the building/site. JACEs & Remote Niagara Devices The passphrase is set during the commissioning process of the remote device. The remote device's passphrase can also be changed through the Platform Administration view with the same requirements as changing the Supervisor/device's passphrase.   Station Bog File Passphrases In 4.15, you will have the option to encrypt the new station with either the local system passphrase or a custom passphrase in the New Station Wizard. This passphrase is required to unlock the bog file in the user home when configuring encrypted properties as well as when copying this station onto a remote host. New Station Wizard: Note: When selecting the "Use the system passphrase" option, this is the passphrase for the local host (Workbench) Unlocking the station in the User Home: Copying the Station to a remote host with a different passphrase: Understanding how the station passphrase changes when using the Station Copier When a station from a remote host to your local host, the passphrase which is encrypting the data will be the system passphrase of the remote host. Copying a station from your local host to a remote host: For a station that originated on your local host with a passphrase encrypting its sensitive data, once you enter the current station bog file passphrase and successfully copy the station onto the remote device, it will utilize the system passphrase of the remote device when copying from the remote device back to your local host. Copying a station from a remote host to your local host: When a station is copied from the remote host, it will automatically be encrypted with the system passphrase of that remote host.   What do I do if I do not know the system passphrase of the remote host I copied the station from? In the user home,  you are able to reset the passphrase of the station, however, you will lose the encrypted sensitive data including system and user passwords. In this workflow, you have the option to remove all users except for one new super user which you provide the new username and password in the Bog File Passphrase dialog:  

Issue Why is it recommended to not mix high and low voltage connections on the same side of an CRS-HH-REL-10? Product Line EcoStruxure Building Operation. Environment Building Operation Room Controller (RPC) 24 V Building Operation Room Controller (RPC) 230 V 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 According to the documentation, it is not recommended to mix high and low voltage connections on the same side of the device.   Resolution There must be a minimum distance between terminals connected to High Voltage and terminals connected to Low Voltage of at least 5.5 mm to prevent the chance of voltage creep between the terminals.

Issue Validation of SSL Certificate does not work Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Space-Logic Server (AS-X) 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 Cloud Connectivity makes use of the Baltimore CyberTrust Root Certificate for communication to the cloud, and often this certificate is not updated due to lack of maintenance routines on the Windows Server. Resolution Run Windows Update: On the server running the ES/EC, run Windows Update and make sure the Operating System is updated to the latest maintenance version available. Manually update certificate:  On the server running the ES/EC, go to https://curl.se/docs/caextract.html using a web browser and follow the instructions to download a collection of the most commonly used certificates on the web that are up to date. Click on the start-menu, type in ”certmgr” and press enter. Navigate to Trusted Root Certification Authorities/Certificates Under Trusted Root Certification Authorities, right-click the Certificates folder and select ”All Tasks > Import…” Follow the guide, click ”Next” and then locate the file you downloaded in Step 2a (make sure you filter to All Files). Click ”Next” on all steps and then click ”Finish”.

Issue It is sometimes necessary to move a previously configured Infinet i2 device from one Infinet network to another in the same parent Automation Server. EcoStruxure Building Operation does not provide an automatic way to move an i2 device; it must be done manually. Product Line  EcoStruxure Building Operation Environment 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 Guidance on steps to move Infinet i2 device from one Infinet network to another in the same host Automation Server Resolution In this example, we are going to move multiple Infinet i2 devices from the Infinet network on COM-A to the Infinet network on COM-B.   Backup Make sure to make a backup of the Automation Server before attempting the steps below. This is in case there is a need to revert the changes for whatever reasons. Export Devices from COM-A From COM-A Infinet network, display a List View of the devices, making sure to have columns displaying the Infinet ID and Serial Number. Write down the Infinet IDs and Serial Numbers of the devices to be moved. In the List View, multi-select the devices to be moved, right click and perform an 'Export', leave the Export Reference Filter at default (Export). After successful export, right click on the selected devices again and delete them from COM-A Infinet network. Prepare COM-B for Import From COM-B Infinet network, display a List View of the devices, making sure to have columns for Infinet ID and Serial Number. Observe the Infinet ID column, and compare with the notes taken above of the moving devices' Infinet ID, for IDs that are already in use in COM-B, you will need to assign a new ID to the device moving from COM-A Infinet network to COM-B, update your notes to include an available ID on COM-B. (see example below of what the notes might look like)   Import Devices to COM-B ***  In the System Tree, select the COM-B Infinet network and perform an import of the XML file created via export above. Physically move the devices from COM-A Infinet to COM-B Infinet. When doing so, avoid introducing duplicated Infinet IDs into COM-B Infinet. Make sure to power down the devices you are moving, connect them to COM-B Infinet, and only then power up the devices. On power up, the devices perform an ID check and stay off the bus if they detect their IDs are already in use. Configure Devices in COM-B From COM-B Infinet network, display a List View of the devices making sure to have columns for Infinet ID and Serial Number. Right click each device moved from COM-A Infinet to COM-B Infinet, and select "Properties", in the "Advanced" tab, enter the appropriate Infinet ID and Serial Number for the device then click "OK". In the List View, right click the device from previous step again, select "Device->Commission", after successful commission the device should go ONLINE Final Steps After all the moved devices are online, you should download ALL (whether moved or not) the devices to have their programs recompile and rebuild their Import/Export tables. Fix any references that were lost due to devices changing Infinet network and Infinet ID *** NOTE Due to an issue that was corrected in EBO 6.x, import may fail with error "Invalid InfinetId", the workaround for this problem is to manually create the Infinet devices on the destination port using the appropriate name, serial number and Infinet ID, then do the import selecting the option to merge on conflict.

Issue Having issues with the panel's networking and unable to operate the touch screen or receive trouble messages on the screen. Product Line ESMI Fire Detection. Environment FFSULH1009. Warning 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 The display touch screen may not be working. Resolution You can identify the current situation by checking the LED status as described below:    LED Status LED indicators provide diagnostic information to identify communication.   LED Label  Name  Color  Description LED 1 Heartbeat Red Identifies functional status. LED 2 Tx Comms Green A blinking green light indicates that the module is transmitting data. LED 3 Rx Comms Green A blinking green light indicates that the module is receiving data. LED 4 Trouble Yellow A flashing yellow light identifies an error condition. LED 5 Not In Use Green Not In Use LED 6 Not In Use Green Not In Use LED 7 Not In Use Yellow Not In Use LED 8 Comms for SPI Bus Green Communication present when flashing LED 9 Full Duplex Yellow Full duplex (on) half duplex (off) LED 10 Ethernet Speed Red 10MHz (off), 100MHz (on) LED 12 Communication Green Communication present when flashing   Refer to ESMI Ultima Networking Troubleshooting for further assistance with network related problems

Issue Not able to see the network panels status, trouble messages, events, cause and effects etc. Product Line ESMI Fire Detection. Environment FFSULH1009. Warning 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.   Note: Always completely power OFF the panel whenever inserting or removing hardware in the panel. Cause Networking issues can significantly impact the performance and reliability of the Esmi Ultima system. This article provides troubleshooting steps to resolve common networking problems. Resolution The following network-related troubles can occur on the Esmi Ultima Fire Alarm Control Panel. See the detailed descriptions below for explanations on each trouble message.   Trouble Message Description Network Communications Trouble This event indicates there is no communication between this panel and its neighbor. This could be caused by a configuration error (such as using the wrong baud rate), a wiring error, or damage to the wires connecting the panel to its neighbor. If this trouble occurs on one link on the panel, then the panel is still in communication with other panels on the network. If this trouble occurs on both links on the panel, then the panel is no longer in communication with other panels on the network. Note: make sure remove the 0 ohm resistance from the network card. Unexpected Network Node This event indicates a panel has been detected on the network that is not in the configuration. This is a configuration error and should never occur once the network has been properly configured. Network Card Missing This event indicates that the panel is configured for networking, but there is no network card installed, or it is installed incorrectly. This trouble may also occur if the network card processor fails. Connection Error This event indicates that the panel has failed to get a meaningful result for the link impedance measurement. This may occur if stray leakage current enters the link wiring from elsewhere, or if there is a component failure or missing jumper on the network card. This event may also be shown when the network is disconnected or when the NET OUT + wire is disconnected. Network Panel Missing This event indicates that another panel is configured but has not been found on the network. This may occur if the missing panel is switched off or disconnected from the network. This fault will also occur if there is no communication between a panel and either of its neighbors on both links. In this case, the panel will show multiple instances of this trouble; one for each other panel on the network. Network Node Double Addressed This event indicates that more than one panel on the network has the same node number. This is a configuration error and should never occur once the network has been properly configured. Full Short Circuit Trouble This event indicates that a short circuit has been detected by the link impedance measurement. This indicates a wiring error, or damage to the wires connecting the panel to its neighbor. Full Open Circuit Trouble This event indicates that an open circuit has been detected by the link impedance measurement. This indicates a wiring error, or damage to the wires connecting the panel to its neighbor. The following two troubles are optional and are not included in the default firmware build. Partial Short Circuit Trouble This event indicates that the link impedance measurement has detected an impedance below the normally expected range. Partial Open Circuit Trouble This event indicates that the link impedance measurement has detected an impedance above the normally expected range.

Issue Fire Panel unable to display the Media Gateway Card version in system information. Product Line ESMI Fire Detection. Environment FFSULH1007. Warning 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 Panel message output on Media Gateway Card TCP/IP port not functioning and impacting BMS integration with the panel.  Resolution The Media Gateway Card firmware needs to be updated. Follow the steps below to update the Media Gateway Card firmware.   Prerequisites An SD card and SD card reader is required to make a bootable SD card for the firmware update files.   Prepare the SD card The first stage to update the firmware of the media gateway card is to prepare and install the firmware file onto the SD card. The media gateway card requires a micro-SD card. The firmware file is approx. 320MB, so select an SD card with suitable memory size. Format the SD card. Open up Win32Diskimager software. You should see the screen appear below. Click on the open file tab and then select the firmware file. When the firmware is selected it will populate the image file box. Click on the ‘Write’ tab and you should then get a pop-up screen shown below. Click on the ‘Yes’ tab. The firmware will now install onto the SD card. When you see the pop-up screen ‘Write Successful’ appear click on the ‘OK’ tab. The firmware is now loaded onto the SD card. Close down the Win32Diskimager software and eject the SD card form the PC. Install the Firmware Install jumper link onto the middle and top pin of X7 (as per the image below). There is a sliding cover on the socket. First slide the cover to unlock it, then hinge it up. Place the SD-Card in the socket. Hinge down the cover, then slide it to lock it as below The media gateway must be restarted to initiate the installation of firmware. This is done by pressing the reset button, shown in the picture below. The Media Gateway card has a set of 6 LEDs that indicate the status of the card. During normal operation one of the LEDs flashes regularly once each second. After a few seconds you will see a moving pattern progressing through the six LEDs. This indicates that the installation is in progress. The installation will take a few minutes to complete. Note: During this time the panel may display a fault condition that the media gateway card is not present or not working correctly. You can ignore this fault indication. When the firmware installation on the media gateway card is complete, the pattern displayed on the six LEDs will change. Instead of a moving pattern progressing through the six LEDs, all six LEDs will flash on and off together. Once you see this pattern, with all the LEDs flashing together, you should uninstall the jumper, remove the micro-SD-card, and then press the reset button. The media gateway will restart then running the newly installed firmware. It will take a few seconds for the media gateway board to achieve its normal operating state. If the panel displayed a fault indication that the media gateway board was missing, this fault should clear. The ESMI ULTIMA panel now needs to be rebooted to accept the updates from the media gateway card.13. Once the ESMI ULTIMA panel has initialised the firmware installation is now complete.  

Issue SIM card not being detected and internet is not connecting automatically when SIM card is inserted inside the Gateway.   Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal 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. Caution While removing gateway cover: Open the gateway screws and delicately remove the top cover. Take extra care during this step, as the top cover is connected to the antenna cable via a thin wire. After opening the top cover, you will be able to see the top view of the board, please insert the active SIM card in the designated slot. Once the Sim Card is properly inserted, fix the screws back and ensure that the 4G&Wi-Fi Antenna is attached properly. If the antenna cable remains disconnected from the board, then the GSM will not work. Cause Some network service providers have a username, password and SIM PIN set by default when they issue the SIM to the customer. If the Gateway is using the SIM for internet, it requires any username, password and SIM PIN to be disabled before inserting the SIM inside the Gateway.  Resolution Contact the Network service provider directly to disable the username and password. The Network service provider can disable the username and password from the backend. For disabling the SIM PIN follow the below procedure: Steps to follow to unlock SIM PIN An example YouTube video on the steps detailed below can be seen at: How to unlock your SIM Card Upon receiving the SIM kit (note down the PUK number and also note down the SIM PIN if available) Insert the SIM card to a Mobile device/cellular device Type in the SIM PIN from the Step 1 and Unlock the SIM Navigate to the settings page – Network section - SIM settings - SIM PIN - Disable the SIM PIN option SIM CARD SETTINGSSIM CARD SETTINGS           SIM PIN DISABLEDSIM PIN DISABLED Reconfirm if the SIM PIN is disabled by reinserting the SIM from the SIM tray and check if it asks for PIN. If the SIM PIN is successfully disabled, it will not ask for SIM PIN at startup. If it still asks, repeat Step 4. Insert the SIM inside the Gateway SIM Slot and check for network connectivity and that the gateway goes online. After inserting the SIM card properly, power up the gateway and allow the gateway to boot up. This process may take up to 5 minutes. Once completed, the device should come online and can be provisioned through a partner portal   In case the SIM PIN is unavailable An example YouTube video on the steps detailed below can be seen at: How to Unlock Sim Card / Sim locked by Pin Code or PUK Code  Insert the SIM card into a Mobile device/cellular device Type in incorrect PIN more than 4 times till it asks to enter PUK code. Contact the Network Service Provider and perform the verification and obtain the PUK Code for the SIM from the Network provider directly Type the PUK code into the mobile device in the PUK code page Navigate to the Network settings - SIM PIN - Set a SIM PIN inside the settings Use this SIM PIN to Disable the SIM PIN lock. Reconfirm that the SIM PIN is disabled by reinserting the SIM from the SIM tray and check that it does not request a PIN.

Issue This article provides information on the SIM cards that are currently supported in EcoStruxure Building Activate and are added to the central database to support field deployment of Flex servers. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal 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. Caution While removing gateway cover: Open the gateway screws and delicately remove the top cover. Take extra care during this step, as the top cover is connected to the antenna cable via a thin wire. After opening the top cover, you will be able to see the top view of the board, please insert the active SIM card in the designated slot. Once the Sim Card is properly inserted, fix the screws back and ensure that the 4G&Wi-Fi Antenna is attached properly. If the antenna cable remains disconnected from the board, then the GSM will not work.   Important Note: The SIM must not have a Username, Password, or PIN. These features are not supported. Refer to Steps to follow to unlock SIM PIN when using SIM Card under Flex server The user must ensure that no firewall is applied by the SIM provider. If a firewall exists, it may block connectivity. We recommend using SIMs without any firewall restrictions.Ensure the data plan of the SIM should not be less than 2GB per month for approximately 100-200 streams. Cause This eliminates the need for manual support for the already validated SIM operators individually on each server. Resolution Below is the list of the Network Service Providers whose APN exists in the backend and have already been added: MCC code (Country Code) Operator APN 260 play {"generic": "internet"} 260 plus {"generic": "mbb.mobi-data.com"} 732 claro {"generic": "internet.comcel.com.co"} 454 smc hk {"generic": "Smartone"} 520 ais {"generic": "internet"} 240 tele2 se {"generic": "mbb.mobi-data.com"} 260 t-mobile {"generic": "internet"} 262 t-mobile {"generic": "internet.v6.telekom"} 505 telstra {"generic": "telstra.internet"} 204 nl kpn {"generic": "matooma.m2m"} 208 208 28 {"generic": "datapro"} 234 voda uk {"generic": "wap.vodafone.co.uk"} 901 901 40 {"generic": "internet.m2mportal.de"} 208 free {"generic": "free"} 208 bouygues telecom {"generic": "mmsbouygtel.com"} 208 sfr {"generic": "sl2sfr"} 208 orange {"generic": "orange"} 268 vodafone {"generic": "internet.vodafone.pt"} 268 nos {"generic": "umts"} 405 vi india {"iot": "IOT.ZENATIX.COM"} 404 vi india {"iot": "IOT.ZENATIX.COM"} 405 ind airtel {"iot": "iot.com"} 404 ind airtel {"iot": "iot.com"} 724 tim internet {"generic": "timbrasil.br"} 724 vivo {"iot": "smart.m2m.vivo.com.br", "generic": "zap.vivo.com.br"} 724 claro {"generic": "claro.com.br"} 310 at&t {"iot": "armstrongdynm.com.attz", "generic": "NXTGENPHONE"} 440 fl1 {"generic": "soracom.io"} 302 bell {"generic": "mnet.bell.ca.ioe"} 302 rogers {"generic": "M2Minternet.apn"} 302 at&t {"iot": "armstrongdynm.com.attz", "generic": "NXTGENPHONE"} 404 idea {"generic": "Internet"} 431 etisalat {"generic": "mnet"} 430 etisalat {"generic": "mnet"} 424 etisalat {"generic": "mnet"} 424 du {"generic": "du"} 405 404 11 {"iot": "IOT.ZENATIX.COM"} 405 vodafone {"iot": "IOT.ZENATIX.COM"} 405 airtel {"iot": "iot.com"} 404 airtel {"iot": "iot.com"} 404 vodafone {"iot": "IOT.ZENATIX.COM"} 404 404 11 {"iot": "IOT.ZENATIX.COM"} 404 jio {"generic": "jionet"} 405 jio {"generic": "jionet"} Additional Information Ensure the SIM card is active and properly inserted. Verify the antenna cable is securely connected to the board. Confirm the SIM card has no firewall restrictions and meets the data plan requirements.  

Issue How are Elsys LoRaWAN sensors configured with a smartphone using NFC Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Warning 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 All Elsys sensors are equipped with NFC for easy configuration with a smartphone. There is a requirement to configure these sensors using a Smartphone or tablet using Elsys 'Sensor Settings' application. Resolution Download the ELSYS “Sensor Settings” application from Google Play or the IOS App store and install it on a smartphone or tablet.     Ensure the mobile device supports NFC. Enable NFC on the device and start the application. Position the mobile device directly on the NFC antenna of the sensor. Ensure both devices remain close and stationary to maintain optimal connectivity. Remove the mobile device. The current settings will be displayed in the application. Set the 'Timebase' to 120 seconds using the application. Remember to revert it to 600 seconds after commissioning!    Make note of the following sensor keys: DevEUI: The unique ID of the sensor, found in the blue panel at the top. AppEUI: Application ID (8 bytes or 16 hex digits). Default is 0, can be changed if needed for the application. AppKey: Application unique key (16 bytes or 32 hex digits) that is the encryption key used for messages during every over-the-air activation. Tap the sensor's NFC antenna to transfer the new settings after making the desired changes. Ensure the application confirms the updated settings. Wait for the sensor to reboot, indicated by the LED flashing. The sensor settings should now be updated. Validate your settings by reading the NFC data after the sensor has restarted. Verify that settings have been applied by using the ‘Read’ functionality in the app and touching the sensor’s NFC antenna.    Remember to change the 'Timebase' back to 600 seconds after the commissioning is completed!

Issue The internet is not working at the site, so it's necessary to verify that all antenna connections are secure and the SIM card is correctly placed. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal 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 The Flex Server powers up successfully at the site, but the internet connection fails. This issue might arise if the antenna or SIM card was displaced, disconnected, or damaged during transit due to mishandling. Therefore, it's essential to verify that all connections are secure. However, the technician or engineer on-site may not be familiar with the correct slots. Resolution Carefully open the Flex Server top cover. The internal layout will appear as shown in 'Image 01' below: Image 01Image 01 Image 02Image 02 Identify the slots as follows: Slot 1: Indicates the SIM card slot. Slot 2: Located on the GSM Module marked as 'MAIN', indicates the Cellular antenna slot. Slot 3: Located on the Wi-Fi module marked as 'ANT0 WiFi', indicates the Wi-Fi antenna slot. Verify all connections and ensure they are secure. Carefully close the Flex Server cover.

Issue Data cannot be seen on Partner Portal for RS485 devices. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Warning 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 Data for the Modbus devices can be seen on third-party tools like Modscan but not on the Partner Portal. Resolution Follow the steps below if the Flex Server RS485 port is not sending any data: Ensure connections are made according to the installation instructions. Verify the correct port is configured. Double-check that the connections are not reversed. Inspect for any loose wires. Confirm the Modbus/BACnet ID is correct. Verify the baud rate configured for the end device. Check for any loose wire strands shorting on the bus or to the ground. Ensure no Modbus device is connected to the BACnet bus, or vice-versa. Confirm the number of devices in the loop matches the specifications in the installation instructions. Check if the loading of devices causes significant changes in resistance. Do not connect more than two resistors on a single bus. Ensure cables used are as per the specifications in the installation instructions.

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. Issue Access Expert uses Docker containers and images for the Bosch and Schindler integrations and at times the virtual machine image(s) need to be updated. Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause Feenics updates virtual machine images which requires an update Resolution Feenics may update a Docker image for one of their integrations.  Note: A Docker software update may be indicated in the bottom right of the Docker Window This is only a software update for Docker and will not update the container image. An image update requires a command to Pull the image down from Feenics. The Docker software update is not required to update the Docker Image. (see yellow highlight in the snapshot below)   Here are the instructions to update the Docker Container Image to the (latest) Open Docker Desktop for Windows 1. Under Containers, make note of the current bosch service name Ex. AX-bosch-service1 2. Stop the container/service using the stop button 3. Click the Red Delete button above the container Click Delete Forever No container after the delete Image still shows 4. Delete the Image by clicking on the Red Delete button under ImagesSelect Delete Forever (Image) Image deleted (See below)5. Click on the Blue button 'Search images to run' Type in the following to search for Imagesfeenics/keep-bosch:latest   6. Select the 'feenics/keep-bosch:latest' Image and Click PULL You will see the progress of the image downloading 7. Click on Containers on the top left - the container will not be there 8. Click on Images and then Click the Play button on the Feenics/bosch entry 9. On the next screen, after selecting Play, select the down arrow next to Optional settings Enter the original container name that was noted above i.e. AX-bosch-service1, Click Run You will see messages from the bosch service startup Although the image is updated and running, you will likely see an 81 exception error in the startup log (see highlight above). Here are some additional steps to finalize this process.   10. Check in Windows Services> Docker Desktop Service One of the updates along the way may have changed the startup type to Manual Double-click on the service and select Automatic for Startup type Click Start (to start the service) Click Ok.   11. Open Windows PowerShell in ADMIN mode (standard mode will not work) Run the following command   docker run -d --restart unless-stopped --name feenics-bosch-service --env-file C:\ENV\env-us.txt feenics/keep-bosch   If you try to run the command with the same name as the original service, you will receive the following message in PowerShell  Successful running of the Power Shell command This command ensures Docker runs with the parameters that are stored in c:\env-us.txt 12. Click on Containers, and there will be 2 Containers Select the one that is NOT running and click the Red Delete button The Delete Forever prompt comes up, select the Delete forever buttonOne container should remain and should be running The panel should be online and communicating 13. Test and verify everything is working with the Bosch integration