Building Automation Knowledge Base

Issue When adding Server Packages to a new PCT install, the installation process does not complete.    Product Line EcoStruxure Building Operation Environment Building Operation Project Configuration Tool (PCT) Cause Some security policy is interfering with the PCT installation process. The VirtualBoxDisclamer.log shows the following error     Could not add PCTService to BUILTIN\Administrators.   The lack of the PCTService could be responsible for a range of issues including the failure to install Server Packages. Resolution To learn what is preventing the creation of the PCTService, try manually adding the user to the Administrators group to see what errors might be presented.  Open Windows event log and look for errors that occurred during the same timeframe noted above. 

Issue PCT fails to open, presenting four 'could not connect' error messages.   Product Line EcoStruxure Building Operation Environment Project Configuration Tool Windows 10 version 1909 Windows 10 version 2004 Cause The cause maybe a firewall, scripts or group policy not allowing PCT to install correctly. Resolution First: check the VirtualBox Host-Only Network has the correct IP address. This can be found under: Control Panel\Network and Internet\Network Connections\VirtualBox Host-Only Network #?\Properties\Internet Protocol Version 4 (TCP/IPv4).   Raise a case with your region's IT2929 (UK = 020 7660 2747), requesting IT install the patch to correct the issue. IT2929 have a knowledge base article on the IT2929 system to help their representatives with this issue (KB0014074).   IT2929 will advise you to take a backup of your PCT projects, uninstall PCT and Oracle VM VirtualBox. IT2929 will then install the patch. Re-boot the laptop. Install PCT and Oracle VM VirtualBox (run as administrator). Restore your PCT projects. Re-boot the computer. If PCT still does not work after this, update the CCC case you have or create a new case with Product Support, providing your IT2929 KSR number is you do not have a case.

Issue Importing Infinet devices into AS-P fails with the following error "Invalid Data Error: Invalid_Data (0x10000) in module Coml(11). "Invalid cast from null": CreateObjectRequest".  Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Premium Cause Infinet devices have a space character within their names Resolution Remove the space character and use an underscore in its place.

Issue When should the APDU Timeout setting on a BCX be increased? Product Line Andover Continuum Environment BCX4040 BACnet APDU Timeout Cause Some BACnet devices are taking a long time to respond to BACnet controller requests. Resolution If the device takes too long to respond to a request, it is possible that the response may be ignored by the BACnet controller. Increasing the APDU timeout setting will cause the BACnet controller to wait longer for a response from a field device. 

Issue I/A Series G3 Niagara network points in fault and indicate Subscribed error:invalid permissions. Environment I/A Series G3 (all versions) Cause The credentials being used by the connection does not have the correct permissions to access the data. Resolution Verify username / password and associated permissions related to station to station fox connections.  Modify the associated permissions on the server side or use another set of credentials that have permissions.

Issue Both BACnet MS/TP and Modbus typically provide a robust and reliable communications channel allowing the Automation Server to effectively manage a large collection of equipment over extended distances. When the system does not come up operating as expected due to the communications integrity, considerable effort can be consumed troubleshooting or working-around the fault observations. Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Other, TAC IA Series Environment Automation Server with BACnet MS/TP or Modbus RS485 networks connected to Port A or Port B. Cause The configuration of the RS485 network can create conditions that reduce the tolerance for EMI noise on the bus, electrical ground differences, transmission signal loss through the cable and/or component performance. Resolution A collection of application notes and Quick Start Best Practices Guides are available on the subject of BACnet MS/TP and Modbus RS485 network connections to the StruxureWare Automation Server.  These application notes and quick start guides provide recommendations in the areas of – BACnet MS/TP & Modbus RS485 Network Termination Network Biasing Options and Techniques Unit Load and associated Maximum Node Count Recommendations Isolated RS485 Interfaces and related Expanded Unit Load Cable Specifications and Suggested Cable Selections Cable Routing and Recommended Lengths The documents describe configurations of cable, network length, node counts and bias arrangements providing compliance with the EIA/TIA-485 Standard and TSB-89-A Guidelines with the objective of optimizing system tolerance for noise, grounding and transceiver component variations.  Most of the application notes and quick start guides target specific product families which include the Andover Continuum b3 Family, TAC I/A Series MNB Family, Legrand Power Meters and the Viconics VT7000 series sensors. There is also an application note and quick guide directed toward other “Generic” RS485 MS/TP and Modbus devices where the user is guided through a sequence of information collection steps to determine the appropriate recommendations.  The collection of application notes and guides are available on the Schneider Electric download center. The list of links below will take you to the applicable download page. AN01-RS485-Generic Application Note – General MS/TP & Modbus I/F to Automation Server Quick Guide-RS485-Generic Best Practices Guide - General MS/TP & Modbus AN02-RS485-B3 Application Note – Continuum B3 I/F to Automation Server Quick Guide-RS485-B3 Best Practices Guide - Continuum B3 I/F AN03-RS485-MNB Application Note – I/A Series MNB I/F to Automation Server Quick Guide-RS485-MNB Best Practices Guide – I/A Series MNB I/F AN04-RS485-Legrand Application Note – Legrand Meter I/F to Automation Server Quick Guide-RS485-Legrand Best Practices Guide – Legrand Meter I/F AN05-RS485-VT7000 Application Note – VT7000 Series I/F to Automation Server Quick Guide-RS485-VT7000 Best Practices Guide – VT7000 Series I/F Note:    If using the download center for the first time, you will need to register. See Register for The Exchange Download Center for more information. The Download Center requires the use of Internet Explorer (version 8 or higher), Google Chrome or Firefox browsers. Additional information is available in the Hardware Reference Guide Access the StruxureWare Building Operation Web Help. Also check out the SmartStruxure-RS485-Controller Unit Load Quick-Help video on the Exchange.

Issue Unable to add an Automation Server into the Device Administrator via IP. Error seen - Could not logon to server x.x.x.x This can be caused by providing the wrong password or the password has expired on the server.  If the password has expired, log on to the server using WorkStation and change the password. Product Line EcoStruxure Building Operation Environment Building Operation Device Administrator Building Operation Workstation Building Operation Automation Server Premium Building Operation Automation Server Bundled Building Operation Automation Server Cause Failed attempts of connecting to an AS-P, AS-B, or any IP controller with device admin will trigger the EBO security feature of SSH console lockout. This security feature defaults to 15 minutes and since the device admin uses SSH for communication, it will not allow the connection to an automation server while in this lockout state.  Resolution If a site is experiencing communication issues, then the SSH console lockout could be going into effect before a good connection is established. Reducing the SSH console lockout time period will allow for a connection to be made sooner without waiting out the default setting of 15 minutes. Use Workstation to log in to the server experiencing the issue. Go to Control Panel. Click on "Security settings" under the Security and Communication title. Locate the "SSH Console Lockout" configuration setting and adjust the lockout time to a shorter duration such as 1 second. Click Save. Open Device Administrator and add the Automation Server using IP.

Issue Alarms with an invalid Source path cannot be removed from ES or AS Product Line EcoStruxure Building Operation Environment Building Operation Workstation Building Operation 3.0 and higher Cause The invalid path prevents alarms from being deleted. In earlier releases of EBO, there was an issue whereby an error could occur in the source path of an alarm if the Automation Server was renamed. Most invalid alarms observed originate from this type of error. Resolution Use Alarms Integrity Check in the following steps.  Automation Servers first, then Enterprise Server, and finally, if installed, Enterprise Central last. See Alarm Cannot be Acknowledged Due to Invalid Paths for additional details.   Expand System, Right-click the Alarm Control Panel,  Choose Advanced - Alarms Integrity Check.   The command runs quickly. There is no confirmation that the check has run, but a review of the alarms will show that the invalid alarms have been removed.

Issue Automation Server - Warm and Cold Start differences Product Line EcoStruxure Building Operation Environment Building Operation Automation server Cause The explanation on the differences between a warm start and a cold start in the documentation and web help may not be clear to some.  Resolution Warm Start: Restarts the controller's application Cold Start: Restarts the controller's operating system An Automation Server can be warm/cold started from Workstation or by using the reset button on the Automation Server. Refer to Reset Functions on Web Help for an explanation of the differences between warm and cold starting the AS.  Basically, you can set the Retain Levels for variables in Building Operation to 'No', 'warm start' or 'cold start'. To change the retain level of a variable and go to its properties.  - Click on the gear icon. - Set the retain level of the variable. 1. Retain level set to 'No' - The variable is reset to the value set when the object was created. When you create an Analog Value object, the value of the newly created object is '0'. A user can set this to another value. When retain level is set for this Analog Value object, after a warm or cold start, the value of this object will default back to '0'. 2. Retain level set to 'Warm start' - The value is set back to the last value set by the user. If a user change the value of an Analog Value object to another value and save, after a warm start, the object will return to the last value set by the user.  3. Retain level set to 'Cold start' - The value is set back to the last value set by either the user or the system (for instance by a program). The operation is similar to the warm start but in this case, the last value set by the system will also be retained. 

Issue The binding between an Enterprise Server and Automation Server or between two Automation Servers shows Unresolved Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server Binding Diagnostics Cause The communication between the two servers is incorrectly configured, blocked by software such as firewalls or antivirus or another application is using the port. Resolution For Firewall Issues: Ensure the Windows firewall on the Enterprise Server PC is set up correctly, for example follow Creating Windows Firewall rules to allow Building Operation to communicate on the TCP port to set up inbound and outbound rules.   Alternatively configure the Windows firewall using the Firewall Config tool on all PC's having EcoStruxure software installed. Problems with firewall settings can arise if the Enterprise Server PC is removed during the commissioning process and the firewall settings swap between Private Networks and Public Networks. For example All the Automation Servers may appear online, but the "Unresolved" bindings issue may be seen. Automation Servers cannot be restored via the Enterprise Server If a suitable option temporarily disable the firewall to see if it fixes the issue.   For 1.4 or 1.5 Servers with a name containing the "&" symbol: Ask Product Support for Hotfix R1.4.1.16201 (or later version) for version 1.4 and R1.5.0.1601 (or later version) for version 1.5.    For other Causes: Follow these troubleshooting steps in order until the issue has been resolved. Check that the ES IP address is the same as the PC IP address.  If they do not match, follow How to set the Enterprise Server IP address to change the ES IP.  All ports must be open between the ES and AS, for port numbers search "Network Ports" in the Information Technology System Planning Guide. If the address of the ES is a domain name, try using the IP address instead. If there are more than one network adaptor on the ES can, for example, take the address of a wireless adaptor, VMware virtual adaptor or VirtualBox adaptor.  The ES should be using the NIC adaptor, either follow the link in item 1 or disable the other network adaptors. Right click on the ES and select Advanced > Repair Server Communication.  This should update the Communication tables of the servers. Detach the automation servers from the ES and then add the automation servers back.  Follow Unable to add an Automation Server underneath an Enterprise Server. Select each server and click on the Communication Tab.  If communication is valid, it should list the details of every other server. Try to disable any network monitor function of anti-virus software on the computer. If a Schneider laptop is used, right click the Trellix software in the system tray and Enable Firewall Timed Groups. Although not a supported architecture if a user installs the Enterprise Central and Enterprise Server on the same PC with default settings the ports will conflict.  Either remove the unsupported Enterprise Central or if for testing stop the service and set appropriate usable ports.    

Issue Workstation error when logging into a remote Enterprise Server. Enterprise Server has available client licenses. 'No valid client license available. (Error -5: No such feature exists.)' Product Line EcoStruxure Building Operation Environment EcoStruxure Building Workstation  EcoStruxure Building Operation License Administrator Cause Workstation is trying to check out a license from the local computer. The License Server is on the Enterprise Server computer and the Enterprise Server license has been activated on the Enterprise Server computer.  Resolution On the Workstation computer, run the License Administrator and change the License server address from the default '@localhost' to the IP address of the Enterprise Server. Refer to License Server Address on Web Help. License server address default: Change to License Server IP address (example below):

Issue The System Alarms: "Timeout Cloud SMS channel offline" and "Cloud telemetry channel offline" are never reset and therefore always present in the Alarm view. Product Line EcoStruxure Building Operation Environment Building Operation Workstation Building Operation Automation Server Premium Building Operation Enterprise Server Cause When cloud connectivity is enabled, the EcoStruxure BMS sends data from the system to the central storage for diagnostics and analysis along with data from other buildings and sites. Under the Cloud Connectivity Tab, The default communication setting is "Auto". If the customer has the "server.cloud.customer" license feature, the BMS Server tries to activate the cloud communication. The alarms are generated if the ES/AS-P, at some point, was able to connect to the cloud, but then taken off the internet while the setting was "Auto/Enabled". Resolution Upgrade the system to EBO version 3.2.1 or to the latest available version. According to Release Notes for EBO version 3.2.1 this issue should have been fixed in that version, see defect 42293 in Release Notes If the issue is still present see the solution below. The only way to reset the alarm is to have a successful connection to the cloud(Internet) again. Make sure the ES/AS-P has internet access Now the Cloud alarms should go away. Verify that they disappear. Go to the Control Panel in Workstation and click Cloud Connectivity Set the Communication setting to Disable and save the changes. Take the BMS Server off the internet again

Issue Automation Server Classic support for hosting MPX or RPC Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Classic, AS-P, AS-B Building Operation SmartX MPX, MPC, MPV field controller Building Operation SmartX RPC field controller Cause The original Automation Server (Classic) can be set up to fully host (host server) and configure both MPX and RPC devices, but the Architectural Guidelines do not specify how many devices can be fully hosted. Resolution Full hosting of MPX, RPC is only supported and tested on AS-P, AS-B and Enterprise Server. This is confirmed in the MPX and RPC Specification Sheet. "MP-C/MP-V/RPC can either be used as a standalone BACnet/IP field controller or as part of an EcoStruxure BMS with a SmartX AS-P or AS-B server or an Enterprise Server as the parent server." MPX, RPC can be simply be BACnet hosted on an Automation Server Classic, but the use as parent or host server is not supported or tested.

Issue After a successful commission of MP-x SmartX controller, the device is online and operating properly but fails to come back online after a warm start. The issue is seen more often when MP-x device is configured for DHCP but can also happen when configured for static IP address. (See the attached video which demonstrates the issue) Product Line EcoStruxure Building Operation Environment Building Operation SmartX IP Multi-purpose Controller (MP-X) Building Operation SmartX IP Room Controller (RP-C) Building Operation SmartX Controller IP-IO Series Cause Communication settings out of sync between the physical device and configuration database Resolution To synchronize the IP settings between the device and the configuration database follow these instructions from the online help  Discarding MP Series Controller IP Network Settings Changes

Issue A 3rd party system wants to poll data from EcoStruxure BMS server through Modbus, how to set it up? Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Building Operation Automation Server Premium Building Operation Automation Server Bundled Building Operation Enterprise Server Cause If an EcoStruxure BMS server needs to share data with a 3rd party system through Modbus, the EcoStruxure BMS server can act in one of two roles: Modbus TCP server or Modbus RTU Server (Slave) EBO server acting as RTU slave EBO server acting as Modbus TCP server   Resolution  Create a Modbus interface under the EcoStruxure BMS server and define the Modbus device ID for the EcoStruxure BMS server. Create Modbus points under this Modbus interface and set the register numbers and register type for the points. Create a Modbus Slave network for serial connection, select the COM port and set relative communication parameter. Or create a Modbus TCP Server for TCP connection and can change the default Modbus TCP port if needed (Usually just leave it as default). Use standard Modbus test software like Modscan to scan the points through TCP or serial. Use Function Code 1 or 2 to read Digital Modbus points and Code 3 or 4 for Analog Modbus points. Be sure to match the data length setting in Modscan with the real points number in the EBO server. For instance, if there are only 3 values in EBO Modbus interface, the data length setting must be less than 3 in Modscan. Or it will show error in Modscan. The below video will demonstrate how to configure EcoStruxure BMS server to act as Modbus TCP server or Modbus RTU slave  

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. Issue SP-C Controllers randomly going offline / online.  Restarting the controller resolves the issue for a short period of time. SP-C Controller ports showing TIME_WAIT when a netstat command is run. Product Line EcoStruxure Security Expert Environment Security Expert Controller (SP-C) Cause Under normal conditions an SP-C needs to update the Security Expert Server with new data. During this time the IP Socket of the SP-C is in a Waiting State, refusing to communicate to anyone else while waiting for an opportunity to upload. Once the controllers data has been uploaded to the server however the controller releases the IP Socket and it is open again to new communication. In an extremely small number of cases the SP-C controller goes into this waiting state as usual but then never comes out of that state, holding onto the IP Socket forever and blocking any further communication until the controller is power reset. This only affects a very small percentage of SP-C controllers running Microsoft Windows CE OS Version 16. Resolution In these extremely rare cases the first step is to identify if the affected controllers are indeed running OS Version16.  For SP-C Firmware builds before 2.08.921 Log into the controllers configuration web page. Browse to the Configuration tab. Check the OS Version field at the bottom of the page. For SP-C Firmware build 2.08.921 and above the OS is now shown in a different location.   Once it is clear, that the OS is version 16, Product Support can be contacted to arrange to upgrade the controller OS to Version 20 (or greater) as is found in SP-C controllers shipping now. As this is a high risk procedure and can result in complete failure of the controller if anything goes wrong there are two options for upgrading the OS. Install the affected controller on a test bench with remote access for Product Support to remote in to and perform the update. Have the controller sent back to the factory to be updated and returned to site. Both options will require replacing the controller with temporary stock while the upgrade is being performed.

Issue Quick Knowledgebase access to Continuum 2.0X information Product Line Andover Continuum Environment Continuum Cause A Knowledgebase article for Continuum 2.0X information in case a product announcement wasn't received. Resolution The initial release of Continuum v2.0 software was announced by Schneider Electric in PA-00353 CyberStation & web.Client v2.0. Version 2.0 includes a Software licensing option, SMTP email, support for Internet Explorer 10 & 11, and access control enhancements. Version 2.0 is a paid upgrade for all prior Andover Continuum versions (i.e. v1.9x and below). Release Documents: Feature Blast Compatibility Matrix Cyberstation Installation Guide Webclient Installation Guide Download Links: Continuum Cyberstation 2.0 Download Webclient 2.0 Download Software license and Ordering and activation process  

Issue Need to ensure that there are not any unresolved or invalid bindings Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation Workstation v1.5 and above Bindings Diagnostics Cause Bindings are invalid because they point to something that cannot be bound together or they are unresolved because the binding points to an object that is not in the database. Resolution From the Workstation run the Bindings Diagnostics to check for invalid or unresolved bindings.   Open the Control Panel To Check the Status of Bindings  click the option for Bindings Diagnostics.   Observe the Status to identify any invalid or unresolved bindings. Refer to the EBO Webhelp Binding Status Icons topic for more information Right-click the invalid or unresolved binding, edit the binding or view properties, and correct as appropriate.

Issue Integrating to Zigbee devices not available in Building Expert Product Line EcoStruxure Building Expert Environment SmartStruxure Lite Multi Purpose Manager SmartStruxure Lite Building Expert Cause The Zigbee device is not available in Building Expert Resolution Zigbee devices are fairly complex to integrate when compared with EnOcean devices and requires development work from the engineers in R&D. Therefore, depending on the business case in your region, it has to be discussed with offer management on whether it could be part of the roadmap or not. You are reach out to the regional product managers to discuss about the opportunity. APAC - EMEA Dusan Janjic (dusan.janjic@schneider-electric.com) Ilda Metani (ilda.metani@schneider-electric.com)  North America Michael Sabinash (michael.sabinash@schneider-electric.com) South America Marcelo Varde (marcelo.varde@schneider-electric.com)   To be able to build a driver for a 3rd party Zigbee device, the following information are required. IEEE Address Endpoint(s) Cluster(s) Attributes Instead of waiting for R&D to build a driver though, you can always write your own script using the information above. However, no active support will be provided by our support teams.

Issue AS-P is restarting on its own intermittently. Product Line EcoStruxure Building Operation Environment Building Operation Automation Server (All Versions) Cause Log entries found within the system_log.txt file confirm that the intermittent restart issue is caused by power interruption. See the below example of what to look for: Apr 08 19:03:34 AS-P-04619A kernel: pmem: shutdown interrupt: pid=0, comm=swapper/0 Apr 08 19:03:34 AS-P-04619A kernel: [<80013920>] (unwind_backtrace+0x0/0xe0) from [<801f569c>] (pmem_shutdown_irq+0x54/0x74) Apr 08 19:03:34 AS-P-04619A systemd-journal[1360]: Journal stopped -- Reboot -- Apr 08 19:03:54 cpud pmem_util[656]: Found SyncBlock Partition at sector 0x5dc00, 192000 sectors long. pmem_util[656]: ---------------------------------------------------- pmem_util[656]: SyncBlock Header summary (from previous power fail): pmem_util[656]: Sequence number:             94 pmem_util[656]: Exit critical regions:       0ms pmem_util[656]: SyncBlock file systems sync: 20ms pmem_util[656]: SyncBlock write map:         0ms pmem_util[656]: SyncBlock write speed:       6399kB/s (Wrote 128kB) pmem_util[656]: Total power fail time:      ~130ms pmem_util[656]: ---------------------------------------------------- pmem_util[656]: Finished moving 240 sectors (120kB) pmem_util[656]: Exit Resolution When an AS-P detects a power outage, regardless of how brief, it will initiate the process to backup the run-time and configuration data from memory to storage and reboots itself.  Check the power source connected to the AS-P and take appropriate actions to improve uninterrupted power delivery. An example would be to deploy a UPS solution.