Issue When hosting objects from EWS/Smart Connector, such as Security Expert, into EcoStruxure Building Operation (EBO), additional or mismatched object names can result in unresolved bindings and duplicate EWS IDs. Common symptoms include:  - Duplicate EWS IDs with different names - Unresolved or broken bindings - Binding loss after deleting containers   Duplicate EWS IDs with different namesDuplicate EWS IDs with different names Unresolved or broken bindingsUnresolved or broken bindings     Product Line EcoStruxure Building Operation, EcoStruxure Security Expert. Environment EcoStruxure Building Operation Enterprise Server (ES) Security Expert Smart Connector Integration EcoStruxure Web Service (EWS) 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 Typical reasons for this to occur: Hosted object names do not match those in Security Expert. Deleting containers without proper renaming can cause binding loss. Resolution   Best Practices for Future Hosting Always rename the hosted object in EBO before rehosting from the hardware folder. This ensures that existing bindings are preserved. Avoid hosting the entire `SecurityExpertServer` container—only host changed or new objects. For Unbound or Irrelevant Objects: - If objects have no bindings, naming is not critical from an EBO perspective - Delete the container and rehost the object from the **Hardware folder**.   To Retain Existing Bindings  Identify the correct object name in the Hosted Containers folder  Copy the name to avoid typos. Delete the duplicate object with the correct name. Rename the existing EWS ID to match the copied name. Save the rename Verify bindings: Right-click the renamed object Select Delete Click Show References Confirm bindings are still valid. Click No to cancel deletion. Repeat this process for each object (inputs, outputs, doors, etc.) that has existing bindings.  

Issue Detector showing internal trouble. Product Line ESMI Fire Detection. Environment FFSULH2001. FFSULH2003. 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 If the analogue value of a detector measured by the panel is outside of the normal operating range (≤41 to ≥95) the panel will show “Internal Trouble” indicating that the detector is faulty and should be serviced. Resolution Replace the faulty detector.

Issue After making changes to object names in the system, outdated or incorrect names may still appear under the Hardware folder in EcoStruxure Web Services (EWS).     Product Line EcoStruxure Building Operation, EcoStruxure Security Expert. Environment EcoStruxure Building Operation Enterprise Server (ES) EcoStruxure Security Expert Smart Connector Integration EcoStruxure Web Service (EWS). 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 When significant changes are made to object names in the system, the Smart Connector may retain outdated data. If a standard Discovery does not update these names, the most effective solution is to clear the Smart Connector database and re-establish the connection.   Resolution To clear the outdated data from the Smart Connector:   Step 1: Access the Smart Connector Portal Open a browser and navigate to http://localhost:8082 (assuming Smart Connector is installed locally). Log in to the Smart Connector Portal. Step 2: Delete the Existing Processor Configuration Go to Configurations → Processor. Locate the Security Expert Discovery Processor. Click the Delete (bin icon) next to it. ⚠️ Do not delete other processors (e.g., Alarm Processor). Step 3: Delete the Existing EWS Server Navigate to the EWS Servers section. Locate the SecurityExpertServer. Click the Delete (bin icon) to remove it.   Step 4: Reconfigure the Processor and EWS Server Follow the instructions in Section 4.4 of the referenced document [1] to: Add a new Security Expert Discovery Processor Configure a new EWS Server Allow 10–15 minutes for the initial discovery process to complete. This will create a fresh snapshot of the current Security Expert database. Once the discovery is complete: Refresh the Hardware folder in EcoStruxure Building Operation. Rehost the new EWS objects as needed. Step 5: Verify Alarm Processor Configuration After re-adding the EWS Server, ensure the Alarm Processor is correctly configured to reference the new server. Refer to Section 4.5 of the same document [1] for detailed steps.   Reference [1] Refer to the official integration guide documentation for more information. Security Expert SmartConnector Version 1.1.0.8 - Installation & User Manual  

Issue If the flex server is not able to connect to the internet via the SIM card, Ethernet, or Wi-Fi, or is in a hanged state, a phone be used by the Flex server/Gateway for troubleshooting connectivity. 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 USB Tethering may be required at times during provisioning or troubleshooting when the flex server is not able to connect to the internet via the SIM card, Ethernet, or Wi-Fi, or is in a hanged state. Resolution If a a smartphone with data connectivity and a USB cable is available, USB tethering can be used to get a Flex server/Gateway online when a Wi-Fi or Ethernet connection is not established. It essentially turns a smartphone into an external modem for your Flex server/Gateway. This guide will cover both Android and iPhone, since the steps vary slightly. What you'll need: Your smartphone (Android or iPhone) with an active mobile data plan. A USB cable that connects the phone to a computer (the same one you use for charging usually works). A Flex server/Gateway. Part 1: General Preparations (For Both Android and iPhone) Ensure Mobile Data is ON: On the phone, go to quick settings (swipe down from the top of the screen) and make sure "Mobile Data" or "Cellular Data" is turned on. Alternatively, go to Settings > Network & internet (Android) or Settings > Cellular (iPhone) and confirm it's enabled. Important: If the phone has a limited data plan, be mindful of data usage while tethering, as Flex server applications can consume a lot more data than phone apps. Charge the Phone (or Keep it Plugged In): Tethering can drain the phone's battery quickly. It's best to have the phone charged sufficiently or keep it plugged into a power source while tethering. Find Your USB Cable: Make sure you have a working USB cable that connects the phone to the Flex server/Gateway. Ensure the USB cable used is a Data cable and not a charging cable. Part 2: USB Tethering with an Android Phone Video link for Demo (The exact wording of menus might vary slightly depending on the Android version and phone manufacturer, but the general path remains the same.) Connect the Phone to the Flex server/Gateway: Plug one end of the USB cable into the Android phone. Plug the other end of the USB cable into an available USB port on the Flex server/Gateway. Note: there are 2 USB ports in the Flex Server/Gateway you can connect to either port to establish USB Tethering. The Flex server/Gateway prioritizes usb0 (the top USB) interface by default for troubleshooting purpose. USB PortsUSB Ports   Allow USB Debugging (If Prompted): When you connect the phone, you might see a pop-up on your phone asking for "Allow USB debugging?" or similar. If you do, tap "Allow" or "OK." Access the Phone's Settings: Open the Settings app on the Android phone. Navigate to Network & Internet Settings: Look for an option like "Network & internet", "Connections", or "Wireless & networks." Tap on it. Find Hotspot & Tethering: Within the Network settings, you should see an option called "Hotspot & tethering" or just "Tethering." Tap on it. Enable USB Tethering: Inside the Hotspot & tethering menu, you will see a toggle switch labeled "USB tethering." Tap this switch to turn it ON. The switch should change color (e.g., green or blue) to indicate it's active. Check Your Flex server/Gateway is online from the Dashboard. The Gateway Status LED will be Solid Green.   LED patternLED pattern   To Disable USB Tethering (Android). Go back to Settings > Network & internet > Hotspot & tethering on the phone and turn OFF the "USB tethering" switch. Alternatively, unplug the USB cable from the phone or Flex server/Gateway. Part 3: USB Tethering with an iPhone Video link for Demo (The exact wording of menus might vary slightly depending on your iOS version.) Connect Your iPhone to Your Flex server/Gateway: Plug one end of the Lightning (or USB-C on newer iPhones) cable into the iPhone. Plug the other end of the USB cable into an available USB port on your Flex server/Gateway. Note: there are 2 USB ports in the Flex Server/Gateway you can connect to either port to establish USB Tethering. The Flex server/Gateway prioritizes usb0 (the top USB) interface by default for troubleshooting purpose.  USB Port for tetheringUSB Port for tethering   Trust This Device? (If Prompted): The first time you connect the iPhone to a new Flex server/Gateway, the iPhone will ask, "Trust This Device?". Tap "Trust" on the iPhone. You may need to enter the iPhone passcode to confirm. Access iPhone Settings: Open the Settings app on the iPhone. Navigate to Personal Hotspot: Scroll down and tap on "Personal Hotspot." Enable Personal Hotspot: You will see a toggle switch labelled "Allow Others to Join." Tap this switch to turn it ON. It will turn green to indicate it is ON. Important: You might see options for Wi-Fi Password or "USB Only." For USB tethering, you don't necessarily need to worry about the Wi-Fi password unless you also plan to use Wi-Fi hotspot. Check the Flex server/Gateway is online. The Gateway Status LED will be Solid Green. Gateway Status LEDGateway Status LED   Blink pattern for Internet connectionBlink pattern for Internet connection   To Disable USB Tethering (iPhone): Go back to Settings > Personal Hotspot on the iPhone and turn OFF the "Allow Others to Join" switch. Alternatively, you can just unplug the USB cable from the iPhone or Flex server/Gateway Troubleshooting Tips: Restart everything: If it's not working, try restarting the phone and then the computer. Try a different USB port: Sometimes, a particular USB port on your Flex server/Gateway might be faulty. Try a different one. Try a different USB cable: Not all USB cables are created equal. Some are only for charging and don't support data transfer. Try a different cable if you have one. Disable VPN on the phone: If you're using a VPN on the phone, try disabling it before tethering, as it can sometimes interfere. Check data plan: Ensure you haven't run out of mobile data. Contact the mobile carrier: Some mobile carriers have restrictions on tethering or require a specific plan. If you've tried everything else, check with your carrier. By following these steps, you should be able to successfully set up USB tethering and get the Flex server/Gateway online using a smartphone's internet connection!

Issue When the Flex Server/Gateway is unable to connect to the internet, it's important to verify the network priority settings to understand how the device attempts to connect to the cloud. 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/Gateway is not designed for direct exposure to public networks. Improper network priority settings may cause the device to go offline when connected to the internet. Resolution The Flex Server/Gateway supports multiple internet connectivity options: Cellular (GSM): Supports two SIM cards for redundancy. Ethernet Wi-Fi (via Wi-Fi receiver) USB Tethering (via the top USB port, usb0, for troubleshooting) Learn more about USB tethering: USB Tethering for Flex Server   Connectivity Priority (Default Order) USB Tethering (usb0) Cellular (GSM) Ethernet Wi-Fi Note: If GSM fails and Ethernet is connected, the server will automatically switch to Ethernet. If both GSM and Ethernet are unavailable, it will switch to Wi-Fi (if configured). SIM Card Failover If one SIM card loses internet connectivity, the server automatically switches to the second SIM after a few minutes.   Best Practices Install the server in a secure location to prevent tampering (e.g., unplugging Ethernet or removing LTE antenna). Avoid direct exposure to public internet to maintain security and stability.

Issue Installing a Flex server/gateway that supports multiple industrial and building automation protocols (e.g., BACnet IP, BACnet MSTP, Modbus RTU, Modbus TCP/IP, SNMP, OpenThread, and LoRaWAN) at a live site is complex and requires careful planning. 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 Improper installation often leads to degraded performance or unreliable device behavior Resolution Site Survey & Environmental Considerations Physical Location: Choose a secure, climate-controlled, and accessible location (e.g., equipment room or control panel). Install in a locked cabinet or secure room to restrict access. Power Availability: Ensure a dedicated, stable power supply with proper grounding. Use a UPS for critical applications to prevent data loss during outages. Network Infrastructure: Confirm availability of Ethernet ports for BACnet/IP, Modbus TCP/IP, and internet access. Install Ethernet cables in wall cavities or conduits. For cellular networks, monitor data usage and set up alerts to avoid over usage charges. RF Environment (LoRaWAN & OpenThread) LoRaWAN: Conduct a radio-mapping survey to determine optimal gateway placement. Use high placement, clear line-of-sight, and low-loss coaxial cables (e.g., LMR-400). Select appropriate antenna gain (e.g., 6 dBi for urban areas). Consider multiple gateways for redundancy. OpenThread: Identify interference sources (e.g., Wi-Fi, Bluetooth in the 2.4 GHz band). Ensure strong signal strength for reliable mesh networking. RS-485 Cabling (BACnet MSTP, Modbus RTU) Cable Type: Use shielded twisted-pair cables (e.g., Belden 3105A). Termination: Install 120-ohm resistors at both ends of the bus. Topology: Use a daisy-chain layout. Avoid star or stub configurations. Length Limits: Follow RS-485 specs (typically up to 1200 meters). Grounding: Maintain a common ground to prevent loops. Polarity: Verify A (+) and B (-) connections. Device Compatibility & Data Mapping Object/Register Mapping: Map BACnet objects, Modbus registers, and SNMP MIBs to internal gateway points. Document data types, scaling factors, and offsets. Device IDs & MAC Addresses: Assign unique IDs for Modbus (1–255) and BACnet MS/TP (1–127). Document all assignments. Adjust network priority if BACnet uses Ethernet and Wi-Fi is used for internet. Baud Rates & Serial Settings: Match baud rate, data bits, stop bits, and parity across all serial devices. Disable unused interfaces to reduce noise and resource usage. Conclusion By following these best practices, you can ensure a successful and reliable Flex server/gateway installation, enabling seamless communication across diverse automation protocols.

Issue The panel displays a Low Battery Voltage (No Charger Trouble) condition. This is accompanied by General Trouble and Power Trouble LEDs being ON. Product Line ESMI Fire Detection. Environment FFSULH1001. FFSULH1002. FFSULH1003. Warning Hazard of Electric Shock: Battery terminals and leads are not power-limited. Short circuits can cause a fire or an explosion. Use extreme caution while connecting or disconnecting standby batteries. 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 issue may arise due to one of the following scenarios: Newly Installed Batteries Battery voltage may be low initially. Allow the system to charge for a few hours. The trouble condition should clear automatically. Panel Running on Batteries (No AC Supply) Extended battery use without AC supply can drain voltage. Once AC power is restored, charge for a few hours. The issue should resolve itself. Panel on AC Supply but Still Showing Trouble Batteries may be aged or degraded. If the issue persists after charging, replace the batteries. After replacement and charging, the panel should return to normal operation.   Resolution Scenario Action New batteries Charge for a few hours No AC supply Restore AC supply and charge Aged batteries Replace and charge

Issue The panel displays a Low Battery Voltage (With Charger Trouble) condition. This is accompanied by General Trouble and Power Trouble LEDs being ON. Product Line ESMI Fire Detection. Environment FFSULH1001. FFSULH1002. FFSULH1003. Warning Hazard of Electric Shock: Battery terminals and leads are not power-limited. Short circuits can cause a fire or an explosion. Use extreme caution while connecting or disconnecting standby batteries. 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 Possible causes of this issue include: Battery impedance exceeds acceptable limits This can occur after several years of use as batteries degrade. Mixing different battery brands or using batteries of the same brand but with different ages (e.g., one new and one old) can also cause this issue. Faulty power supply If the power supply is malfunctioning, it may not charge the batteries correctly, triggering the fault. Resolution Step 1: Replace the existing batteries with a new set from the same brand. This often resolves the issue if battery impedance was the root cause. Step 2: If the issue persists after replacing the batteries, the power supply may be faulty. In this case, replace the power supply unit. After replacing either the batteries or the power supply, the panel should return to normal operation.

Issue The panel displays a Process Watchdog Operated condition. This is accompanied by General Trouble. 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 The system has reported a watchdog trouble due to a malfunction in the main processor unit located on the LCD backboard. During this condition, the Watchdog LED will illuminate. Resolution Locate the LCD backboard: On the back side of the LCD board, find the reset switch (red-circled area in the reference photo). Reset the watchdog condition: Press and release the reset switch to reset the watchdog condition. Observe system behavior: If the system recovers to normal operation, no further action is needed. If the watchdog trouble persists, proceed to replace the LCD main processor board.

Issue The panel displays an Address 1 has a wiring trouble condition. This is accompanied by a General Trouble alert. Product Line ESMI Fire Detection. Environment FFSULH2007. 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 The system is showing a wiring trouble condition at Address 1. To view more details, press the “More Details” button on the panel. This issue originates from the Input Module (FFSULH2007). Resolution The Input Monitor Module provides contact monitoring circuits for equipment that uses a dry contact signal. Typical Connection Diagram The diagram below shows a typical connection of the input module with the monitored equipment. The circuit is monitored for wiring faults using an End-of-Line (EOL) resistor, which should be installed at the last point of the circuit. Note: The EOL resistor is supplied inside the module box. Troubleshooting Steps If the EOL resistor is removed or discarded, or if the wiring is broken, the module will detect a loss of resistance and generate a wiring trouble alert. The installer must ensure: The EOL resistor is properly connected at the last point of the equipment. Any broken wires are repaired or rejoined. Once the wiring and resistor are correctly installed, the trouble condition will automatically clear.

Issue Following a clean upgrade from Continuum 1.74 to 1.93, all ACX78x controllers have the No Server LED illuminated. Product Line Andover Continuum Environment ACX780 ACX781 Cause The SystemStatus system variable is set to No Database. Additionally, the AccessServer system variable on the ACX78x controller is not correctly configured—it is not set to the ACCID of the primary access server workstation. The No Server LED illuminates when the controller cannot establish a valid connection with the access server. This typically occurs due to misconfiguration of the AccessServer variable. Resolution To resolve the issue: Set the SystemStatus variable to Normal. Ensure the AccessServer variable is correctly configured: It must be set to 0 or to the controller’s own ACCID. Do not set it to the ACCID of a workstation or any other device. Important Note Setting the AccessServer to any value other than 0 or the controller’s own ACCID will trigger the No Server LED, indicating a failed server connection.

Issue Can a door switch input be configured to operate without an input resistor? Can supervised inputs be configured to work without an input resistor? Product Line Andover Continuum Environment NetController ACX5720 ACX5740 AC_1 AC_1 Plus Cause When designing or troubleshooting a security access control system, it's essential to understand whether hardware requirements—such as input resistors—are optional or mandatory. This ensures proper functionality and avoids misconfiguration. Resolution In the Continuum door object class, the input type is fixed as a supervised input—it cannot be changed or configured otherwise. As a result, input resistors are mandatory and must be installed for the system to function correctly. Supervised inputs rely on these resistors to detect tampering or wiring faults, which is critical for maintaining system integrity and security.   Additional Notes This requirement applies to all Continuum door objects regardless of controller model. Failure to install input resistors may result in false alarms or failure to detect door status accurately.

Issue CyberStation displays a DCom or similar error message during operation. Extended logging errors may appear. CyberStation may show “Error connecting to database” yet continue running. Alarms may not appear in the Active Alarm window. Product Line Andover Continuum Environment Continuum Cause This issue typically arises from a PC-level fault or a CyberStation configuration error that prevents proper database connectivity. Potential causes include: Hard disk or RAM failure Corrupted CyberStation installation Network or permission issues Further investigation is recommended to determine the root cause. Resolution To resolve the issue: Reinitialize the database Ensure all CyberStations are shut down before proceeding. For LAN installations, select “Server” mode. For standalone setups, use “Stand Alone” mode. Reinitialize the workstation Close CyberStation completely. Restart the workstation and launch CyberStation to test connectivity. Additional Notes If the issue persists after reinitialization, consider checking system logs, hardware diagnostics, and reinstalling CyberStation. Contact Schneider Electric support for deeper troubleshooting if needed.

Issue When attempting to create an object in a controller, Continuum throws the error: "Unable to insert row in Database Table." Product Line Andover Continuum Environment SQL CyberStation Cause This issue typically occurs when a new database user is created with restricted permissions. During Continuum DB initialization, the system creates the Andover97 user in SQL and assigns essential database access permissions. If these permissions are restricted or modified, it can impair routine operations such as object creation. Resolution To resolve this issue: Verify SQL Permissions for the Andover97 user. Ensure the following permissions are granted: INSERT, UPDATE, DELETE, and SELECT on relevant tables. Access to stored procedures used by CyberStation. If permissions were altered, restore them to default or re-run the DB initialization to reapply correct settings. Additional Notes This issue is commonly seen after database migrations or security audits where user permissions are tightened. Always validate user roles and permissions post-deployment to avoid operational disruptions.

Issue What enclosure is supported for the I2-866-S? Product Line Andover Continuum Environment Infinet I2-866-S UL 864 compliance Cause Clarification needed on enclosure compatibility for UL 864-certified I2-866-S devices. Resolution The VAV-ENCL-S enclosure is the supported option for the I2-866-S device within the Andover Continuum product line, specifically for applications requiring UL 864 compliance.   Additional Notes: Ensure the enclosure installation meets all local and national fire safety regulations. Refer to the UL 864 documentation for detailed compliance requirements. For further assistance, consult the Schneider Electric support team or your local representative.

Issue What does the Infinity System Variable named Rdr1Connected through Rdr8Connected detect? Product Line Andover Continuum  Environment CX9702 ACX5720 ACX5740  Cause Information on Infinity System Variable named Rdr1Connected through Rdr8Connected Resolution The Infinity System Variables — Rdr1Connected, Rdr2Connected, ..., Rdr8Connected — are used to determine the connection status of card readers on specific controller models.   Functionality: These variables return a Boolean value (true or false) indicating whether a card reader is connected to each respective channel. The controller checks the connection by monitoring the voltage applied to the reader. LED1 is used as an indicator: If LED1 is correctly connected, the corresponding RdrXConnected variable is set to true. If not, it is set to false. Note: The voltage check may cause the LED to flicker at a high frequency. This flickering is typically not visible to the human eye.

Issue What is the maximum allowable distance for installing an xP expansion module? Product Line Andover Continuum Environment xP Expansion Module Cause Clarification needed on the cable length limitations when connecting xP expansion modules to controllers. Resolution xP expansion modules can be connected in two ways: Direct Connection: Modules may be attached directly to the bottom of the controller using the built-in expansion port connector. Remote Connection via Ribbon Cable: Modules may also be connected remotely using either: A 3-foot (~1 meter) ribbon cable A 10-foot (~3 meter) ribbon cable Important: The total cable length used across all expansion modules must not exceed 10 feet (~3 meters). Mounting Guidance: Each xP module includes four mounting holes in the base plate for secure installation. Additional Notes Ensure proper cable management to avoid signal degradation. Avoid exceeding the total cable length to maintain system reliability.

Issue Graphics fail to load through firewalls when using webClient versions earlier than 1.73. Product Line Andover Continuum Environment webClient prior to Version 1.73 Cause Earlier versions of webClient (before 1.73) require specific IIS server configurations to function correctly with WebPinpoint when firewalls are present. Resolution Scenario 1: All Client Browsers Inside the Firewall IIS Server Location: Inside the firewall WebPinpoint functions correctly Scenario 2: All Client Browsers Outside the Firewall IIS Server Location: In a DMZ (requires two firewalls) WebPinpoint functions correctly Scenario 3: Mixed Client Locations (Inside and Outside Firewall) Option A: Two IIS servers — one inside the firewall, one in the DMZ WebPinpoint functions correctly Option B: One IIS server — clients outside the firewall access via VPN WebPinpoint functions correctly Scenario 4: All Clients and Controllers Outside the Firewall IIS Server and Controllers: Located outside the firewall Not recommended Update in Version 1.73 and Above A fix was introduced in version 1.73 and later, eliminating the need for special firewall configurations. Simply set up the system as if no firewalls exist — WebPinpoint will function correctly.

Issue BACnet schedules unexpectedly stop executing after a certain period. Product Line Andover Continuum Environment BACnet Schedules Cause When a BACnet schedule is created on a BACnet controller, the system automatically sets the "Effective To Date" to one year from the creation date. If this date is not updated, the schedule will expire and cease to function. Resolution Always verify and update the "Effective To Date" when configuring or reviewing BACnet schedules. Consider setting a longer validity period or implementing a recurring review process to prevent unexpected schedule expirations. Additional Tips: Use calendar reminders or automation scripts to audit schedules periodically. Document schedule creation and expiry dates as part of your standard operating procedures.

Issue Is the "Card Reader Power" specified in the datasheet applicable per reader input or for the total controller output? Product Line Andover Continuum Environment ACX5740 ACX5720 Cause The datasheet does not clearly specify whether the listed reader power is for each individual reader input or the combined total for the controller. Resolution The reader current available, as specified in the ACXII datasheet, refers to each individual reader input, not the total output of the controller. Power Configuration Details Each reader input on the ACX57xx controllers can be configured using onboard jumpers to supply either: +5VDC @ 120mA, or +12VDC @ 180mA Reader Input Capacity ACX5720: 4 reader inputs ACX5740: 8 reader inputs Important Note If a card reader requires peak current that exceeds the above limits, it must be powered by an external power supply.