Building Automation Knowledge Base

Issue The MyGet site previously used by SmartConnector developers to access NuGet packages has been shut down. Developers now need an alternative source for these packages. Product Line EcoStruxure Building Operation Environment Building Operation SmartConnector Cause NuGet is a package management system for .NET that simplifies development by providing access to pre-built libraries and tools. With MyGet no longer available, developers must transition to a new package source. Resolution SmartConnector NuGet packages are now hosted on the GitHub Package Registry. Follow these steps to configure access: Step-by-Step Instructions Create a GitHub Account Visit github.com and sign up using your email address. Generate a Personal Access Token Navigate to Developer Settings. Click Generate new token (Classic). Under Select scopes, check: read:packages (required) write:packages (optional, for publishing) Name your token and set an expiration. Click Generate and copy the token immediately (you won’t be able to view it again). Configure Visual Studio Open NuGet Package Manager. Add a new package source: Name:  SmartConnector GitHub Source: https://nuget.pkg.github.com/SchneiderElectricBuildings/index.json   Authenticate When prompted: Username: GitHub username or email used to sign up. Password: Your Personal Access Token.   Access the Package Once authenticated, you should see the latest SmartConnector NuGet package: v2.5.5.108 Important Notes All future SmartConnector packages released by the R&D team will be published via GitHub. Ensure your token permissions are correctly set to avoid access issues.

Issue "Enable incoming http communication" option is grayed out and cannot be unselected. Product Line EcoStruxure Building Operation Environment Building Operation Workstation Cause When Building Operation Workstation is connected to the SmartX Server using a HTTP connection, the option to disable incoming HTTP connection is unavailable.     Resolution Use HTTPS in Building Operation Workstation to connect to the SmartX Server to allow this option to be unselected. Refer to the Online Help Topic: Disabling Incoming HTTP Communication

Issue After updating the firmware on an SP-C-WEB controller via the web interface, the login page may fail to display the username and password fields, preventing access to the controller.   Login page Product Line EcoStruxure Security Expert Environment SP-C-WEB 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. 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 This issue occurs when the login page web files are not properly updated during the firmware upgrade. Specifically, upgrading SP-C-WEB controllers from pre-cybersecurity firmware versions (4.00.1505 or earlier) directly to version 4.00.2402 or later can result in missing login fields. Resolution   Recommended Upgrade Path To avoid this issue, use a staged upgrade approach: Upgrade from 4.00.1505 or earlier to 4.00.2073 Then upgrade from 4.00.2073 to 4.00.2402 or later This ensures all necessary web files are correctly updated.   If the Issue Has Already Occurred If you've already upgraded to 4.00.2402 or later and cannot access the login page: A workaround is available. Please raise a Product Support case. Support will assist you via a remote session to restore access.   Future Firmware Update A future firmware release will address this issue directly, eliminating the need for a staged upgrade.

Issue What is the compatible SpaceLogic BACnet/IP device firmware version for my EBO or Tridium Niagara N4 installation? Product Line EcoStruxure Building Operation, TAC IA Series Environment SpaceLogic BACnet/IP devices Tridium Niagara N4.10 and later versions Jace 8000/9000 Tridium Niagara N4.10 and later versions Enterprise Server  Cause The SpaceLogic (formerly known as SmartX) IP Controllers shipped from the factory may not have the latest firmware installed. It is essential to verify that the controller has the latest firmware build loaded for the EcoStruxure Building Operation version or Tridium Niagara N4 build being used before programming the controller. Resolution The below table contains the supported SpaceLogic BACnet/IP devices firmware for each EBO release.  * CPs are available on: EBO Hotfix List Note: Versions not mentioned in the table above are out of full support. Refer to earlier versions' release notes for the older versions' compatibility matrix, refer to EBO- Release Notes and Software Support Policy for EcoStruxure™ Building Operation   Note: RP-C is only supported on EBO 3.0 and later SpaceLogic/EasyLogic versions compatibility SpaceLogic BACnet/IP devices can be upgraded using WorkStation, as explained in Updating Firmware in BACnet/IP Controllers.  SpaceLogic BACnet/IP devices firmware can also be upgraded using the eCommission SmartX Controller mobile application, you can download firmware to either a single BACnet/IP controller or multiple controllers, even if not hosted. This is only supported over an IP connection, as explained in Using the eCommission SmartX Controller Mobile Application to Download Firmware to BACnet/IP Controllers   Tridium Niagara N4 Compatibility Note: Previous to Version 1.0, SpaceLogic BACnet/IP devices firmware is only approved at v3.02.03 for Jace 8000 and Niagara Enterprise Server using N4.10 and newer platforms. Starting in Version 2.0 (Build 77) firmware v4.00.04.02002 CP1 is approved for use.  Make sure and reference the controller type in the table above as well. Release Notes  Starting with Version 3.1 (Build 85), firmware 6.00.03.03007 CP2 and 7.x RC can be employed. The EasyLogic controllers are supported by the Niagara modules with these releases.  N4.10, 4.13, 4.14 and 4.15 are the only versions with these modules. Product Announcement      

Issue What to do if the password for the Advanced Display v3 (AD v3) is lost or forgotten? How is a factory reset done on an Advanced Display version 3 (AD v3)? Product Line EcoStruxure Building Operation Environment Building Operation Advanced Display V3 Cause If the kiosk password for AD v3 is lost, there is no recovery option available. The only way to regain access is to perform a factory reset on the device. Resolution To reset the AD v3 and set a new password, follow these steps: Power Cycle the Device Press and hold the power button for at least 10 seconds until the device powers off. Initiate Factory Reset Once the device restarts, tap the screen to bring up the reset options. Highlight “Factory Reset” until it turns green. The device will reboot with factory default settings. Reconfigure the Device After reboot, select the SmartX HMI Kiosk app. Enter your new desired password to complete setup. The following video will guide you through the factory reset process on an AD v3:

Issue BACnet/IP controllers are not configured in RSTP Mode by default, therefore must be configured during installation. Having RSTP Mode disabled by default allows one to connect BACnet/IP controllers to any switch, even with port security configured to detect BPDU packets and disable the port. Product Line EcoStruxure Building Operation, TAC IA Series Environment Multi-purpose Controller (MP-C) Multi-purpose VAV (MP-V) Room Controller IP-IO I/A Series N4 Jace8000 SmartX IP Driver for Niagara Cause RSTP protocol requires that controllers, switches, and network architecture are configured to ensure the protocol will operate as expected.  Resolution Setting RSTP Mode for BACnet/IP Controllers ALL devices in the RSTP loop MUST BE IN RSTP MODE to function properly. This is not a huge issue because during startup you can unplug 2nd side of the loop and it will function properly in a daisy chain. Ensure the SmartX Controllers are configured correctly Configuring BACnet/IP Controller Device Settings A factory or network reset returns the RSTP setting to Disabled. Important: Whenever you change RSTP settings, the controller MUST be WARM START. If you fail to perform this restart, the BACnet/IP controller will continue communicating using its previous RSTP settings. 'Activate IP Changes' does not affect RSTP mode. Ensure the switch is configured correctly per Configuring RSTP on a Managed Switch for SmartX IP Controllers. If asked to review this for a case, please provide PSS screenshots from the switch configuration page(s).  Bridge Priority = 4096 Hello Time = 2 sec Max Age = 40  (40 is the maximum value allowed by the protocol. Default is 20) Forward Delay = 21 sec Bridge Priority Considerations Change Bridge Priority by adding 4096 as switches get further away from AS. (8192, 12288, 16384, 20480, 24576, 28672) DO NOT set the priority as 32768 or higher because that is the built-in Bridge Priority of BACnet/IP Controllers. First, configure the Root Bridge Switch (closest to the Automation Server) settings. Then, configure the additional Switches in order of increasing Bridge Priority. Plug in 2nd side of the RSTP Loop If all devices stay online, then it is working properly. Now test line breaks or controllers that are powered off. If all devices go offline and/or the switch LED is flashing rapidly, then go to RSTP Troubleshooting. Managed Switch Troubleshooting Consult the documentation or contact the vendor or manufacturer to assist with configuration for the items below. Ensure the switch is IEEE 802.1D - 2004 capable. BACnet/IP Controller Networking Term Definitions RSTP Ring mentions the Rapid Spanning Tree Protocol is specified in IEEE 802.1D - 2004. Ensure the firmware is up-to-date by contacting the vendor or manufacturer or downloading it from its website. Ensure ports not participating in RSTP are configured as Edge Port, Admin port, or have STP disabled. Nomenclature for those settings on your specific managed switch may vary. Adding BACnet/IP controllers to site-managed switches, work with Local IT to add these devices to their network. They will need to work with their switch vendor/manufacturer/support group to ensure the configuration of those switches because it could be more complex than changing the minimum recommended four settings above. Also, since RSTP Protocol is limited to Max Age = 40 (hops including site switches and BACnet/IP controllers), each loop's size may be limited based on their site switch network configuration and architecture.  Determined the proper configuration (or disable) for the following features. DHCP snooping Dynamic ARP inspection Denial-of-service (DOS) mitigations BPDU Guard BPDU Filter Energy-saving settings. Similar to Wake-on-LAN: the switch had minimal traffic, so ports entered power-saving mode. When they reactivated, the AS-P had already timed out, triggering a comm loss alarm. RSTP Troubleshooting Check each BACnet/IP Controller -> Diagnostics -> Device Report to confirm in RSTP Mode MANUAL CHECKOUT Double-click MP - Diagnostics Files - Device Report It will open in the default text editor Review the Device Settings section near the bottom. In firmware 1.00.0x, the report should report RSTP Mode: Enable In firmware 2.00.0x or higher, RSTP: Enabled and RSTP Status: Operational If it reports disabled, then perform Setting RSTP Mode for BACnet IP Controllers Step 1 until RSTP is working properly. USE SEARCH & EVENTS EBO 2.x MP Device IP and Settings.xml for EBO 2.0 as it only includes MP controllers EBO 3.x SmartX Device IP and Settings.xml for EBO 3.x or higher Import attached search USE RSTP STATUS GRAPHIC IN WEBSTATION MUST BE EBO 3.1 or higher which includes ClientAPI support Frontline Fridays Episode 02 - Rapid Spanning Tree Protocol (RSTP) Date: 2022-11-11 Mike Botens posted the following in the thread: RSTP Status TGML dated 2022-11-09 PDF of the presentation Fusion Fridays - Session 07 ​​​​ Date: 2020-05-28 The start of the video shows the graphics page in use RSTP Status.zip is downloaded via the link below the video. Extract the TGML and drop it on the AS to import. The suggestion is to store TGML directly under the AS to help with navigation in Webstation. bind Network to the BACnet/IP network with the BACnet/IP Controllers. (You may need a second TGML page if BACnet/IP controllers are on Primary and Secondary IP) Run from web browser via WebStation because utilizes ClientAPI KNOWN ISSUES Offline controllers that are scattered are NOT an RSTP issue. Check to see if there is a possible DHCP issue by verifying controllers are still at their AUTO-IP address (IP 169.254.nnn.nnnn Subnet Mask 255.255.0.0). RSTP communications issues affect the entire RSTP loop or one contiguous group of controllers. Factory Reset or controller replacement should leave one ethernet cable unplugged until configured for RSTP per these articles: Replace a BACnet/IP Controller in an RSTP Ring Network Workflow and MP Controller Reset Modes If BACnet/IP Controller Device Report OR RSTP Graphic reports RSTP Status: Changes Pending instead of RSTP Status: Operational, disable RSTP Mode, Warm Start, re-enable RSTP Mode, Warm Start, and check again. SmartX is now SpaceLogic. KNOWN ISSUES with Firmware affecting RSTP: If Firmware 3.02.01 is installed, please upgrade to 3.02.02. RSTP not performing as expected with Static IP addressing RSTP does not work well on RPC HW RPC-16-B HW revision 6

Issue At first, TGML graphics in Building Operation WorkStation load correctly and display real-time values. However, after the Enterprise Server has been running for an extended period, the graphics begin to load slowly, and values stop refreshing or updating. Restarting the Enterprise Server temporarily restores functionality, but the issue eventually reoccurs. Product Line EcoStruxure Building Operation Environment Building Operation WorkStation Building Operation Enterprise Server TGML Graphics SmartConnector Cause This issue is typically caused by the behavior of a SmartConnector that: Polls values too frequently Creates a new login session for each poll instead of reusing an existing session This results in a high number of open sessions with the Enterprise Server. In the SmartConnector view, multiple active sessions can be observed. The problem tends to occur when there are more than 150 active connections, although this threshold may vary depending on the server’s processing load.     Resolution To resolve this issue, request the SmartConnector developers to: Adjust the polling rate to a more appropriate interval Reuse existing login sessions instead of creating a new one for each poll These changes will significantly reduce the number of active sessions and improve the performance and reliability of graphic updates in the Enterprise Server.   Additional Notes Monitor the number of active sessions via the SmartConnector view. Consider implementing session management best practices to avoid similar issues in future deployments.

Issue Users are intermittently unable to gain access through doors equipped with INET hardware that has been transitioned to Security Expert. When this occurs, a “Read Raw Credential Data” event is logged for the affected door, showing the correct credential was presented. Product Line EcoStruxure Security Expert Environment Security Expert INET transition sites using INET SCU controllers Cause Some sites using transitioned INET hardware continue to experience memory consumption issues with the SP-C controller. This can result in sporadic access failures at random doors, even though valid credentials are presented. Resolution Temporary Resolution Restarting the parent SP-C controller via its web interface temporarily resolves the issue by clearing the memory.  Recommended Action To avoid recurring disruptions and benefit from the full functionality and stability of Security Expert, it is strongly recommended to phase out obsolete INET hardware and replace it with native Security Expert modules.   Refer to the following product announcements for further guidance: PA-00786 – End of Commercialization: TAC I/NET Access Control PA-00971 – I/NET Access Control End of Support Update and New Hardware Refresh for Transitions “We no longer recommend continuing to use I/NET field hardware with Security Expert intelligent controllers, as it will leave end users vulnerable to disruptions and potential failures as the legacy hardware continues to age. Instead, we will focus on supporting I/NET database transition tools, aiming to streamline the transition and installation process.”

Issue Warnings about module dependency issues with cloudConnector and cloudBackup modules. Product Line TAC IA Series Environment I/A Series N4 Enterprise Server I/A Series N4 Jace 9000 Cause Users may notice when starting up a station that the Application Director is giving warnings about module dependency issues with cloudConnector and cloudBackup modules. For most, this can be considered a nuisance warning that will not impact system function. This issue is reported by Tridium as NCCB-72056. The following warnings, or others related to the cloudBackup modules, may be observed on station startup:  Some may notice this issue's impact on the LexiconEditor. This is a separate issue reported as Tridium NCCB-72466.   Please be aware that Backup as a Service (BaaS) reached End-of-Life on December 31, 2024. Currently, Tridium offers Niagara Recover as the system of distribution (.dist) file safekeeping and management. Resolution For most users, this is just a nuisance error that can be ignored. For those using the LexiconEditor, deleting the relevant cloud modules will resolve this issue. The modules to be deleted (cloudBackup-rt.jar, cloudBackup-wb.jar, and cloudBackup-ux.jar) can be found in the C:\Niagara\Niagara-4.15.X.XX\modules folder.

Issue Current information will be stored and updated in release notes and online documentation. Compatibility Matrix of Operating Systems, Video, Product Announcements, SQL Compatibility Product Line Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Windows Operating Systems and iBMS (intelligent Building Management System) Software Cause Compatibility, Firmware, Product Announcements Resolution Please see release documentation for current and recent products. For the Firmware compatibility matrix for: I/NET, it is available HERE or the EcoBuilding Download Center Continuum, click HERE Xenta Software Downloads HERE Vista, click HERE EcoStruxure Building Operation, click HERE Product Announcements can be a great tool for discovering which products have been tested and are compatible with the different versions. These documents are available on the Extranet, but have been compiled here for ease of access: I/NET 2.40   Product Announcement 2.41   Product Announcement 2.41a Product Announcement 2.42   Product Announcement and Compatibility Matrix (page 5) 2.43   Product Announcement PA-00239 2.44a Software Available from Exchange Download Center 2.45   Software Available from Exchange Download Center 2.46 Software Available from Exchange Download Center 2.47 Software Available from Exchange Download Center 2.47a Software Available from Exchange Download Center 2.47b Software Available from Exchange Download Center 2.48 Software Available from Exchange Download Center Operating Systems and SQL Supported Video Compatibility Support Policy PA-00279 Software Support for TAC I/NET Continuum v1.92 Product Announcement v1.93 Product Announcement v1.94 Product Announcement PA-00210 1.94 SP1 Product Announcement PA-00273 1.9 - 2.1 Software, Firmware, & Video Compatibility Matrix Concerning IE10 and IE11 browser support  2.0 Feature Blast 2.0 + 2.01/ 2.02 Update Compatibility Matrix 2.0  Product Announcement PA-00353 2.0 CyberStation Installation Guide 2.0 WebClient Installation Guide 2.0 Software License and Ordering Activation Process 2.0 Software and Controller Upgrade Process Andover Continuum PA-00333 Support Policy PA-00272 for Andover Continuum Vista v5.1.5 Product Announcement v5.1.6 Technical Product Advisory v5.1.7 release note document, TAC Vista Compatibility Matrix, SNVT Matrix documents, and TPA-VSTA-11-0020.00 v5.1.7 Product Announcement x5.1.8 Release Note TAC Vista 5.1.8 and TAC Xenta 500/700/900 5.1.8 v5.1.9 Vista Compatibility Matrix SecurityIAS Product Announcement PA-00291 Product Announcement TAC Vista transition to SmartStruxure solution overview  Support Policy PA-00274 for TAC Vista Satchwell Sigma v4.05 SEB Release Notes v4.06 Release Notes v4.06 Release Note Supplement v4.07 Release Notes Satchwell Sigma Standard Edition Installation and User’s Guide Support Policy PA-00297 for Satchwell Sigma v4.08 Release Notes PA-00397 Sigma Version 4.08 Sigma server on a virtual machine Satchwell Micronet data sheet - MicroNet View 2.1 OS Compatibility - Micronet View PA-00228 Product Announcement Support Policy PA-00298 for Satchwell MicroNet PA-00228 Satchwell MicroNet End of Commercialization Announcement I/A Series PA-00163 I/A Series R2 & G3 Product Announcement PA-00114 Legacy Products Windows 7 Compatibility I/A Series R2 with Windows Compatibility Chart PA-00243 Software Product Update - Q2 2013 PA-00251 Hardware Product Update - Q2 2013 PA-00278 Software Product Update - Q3 2013 I/A Series (Niagara) R2 Windows Compatibility Matrix with additional detail I/A Series (Niagara) AX/G3/N4 Windows Compatibility Matrix with additional detail Support Policy PA-00280 R1 for TAC I/A Series StruxureWare Building Operation Please visit Maximum number using StruxureWare Building Operation (Scalability and Capacity) SmartStruxure Lite Please visit SmartStruxure Lite solutions

Issue When opening a Function Block application in WorkStation, adjusting the zoom level does not retain the setting the next time the Function Block is opened. Product Line EcoStruxure Building Operation Environment Building Operation WorkStation v6.0.4 and earlier Building Operation Builder for Function Block Cause There is currently no setting in versions 6.0.4 and earlier that allows the zoom level to be retained in the Builder for Function Block editor. Resolution Starting with Building Operation 7.0.2, a new feature has been introduced that allows the default zoom level to be retained when reopening Function Block Program.

Issue Will the Bond Sensor Input Channel contribute to the Door Forced and Door Ajar alarms? If so, does it have to be in conjunction with the Door Switch Input Channel? Product Line Andover Continuum Environment Continuum Access Control Products CX9900 CX9680 Continuum AC-1 IO Module  AC1A, AC1Plus ACX5720, ACX5740 CX9702 ACX781 Cause Not sure how the Bond Sensor works in relation to the Door Switch and the various Door Alarm states. Resolution BondFailure is an attribute of the Door object that represents a fault with the Bond Sensor. The way this works is if Valid Access = True and the Door Switch = Open and the Bond Sensor = Open, then BondFailure = False. If Valid Access = False or the system sees the Door Switch = Closed but the Bond Sensor = Open then you will get a BondFailure = True. This is another attribute (BondFailure) that can be monitored with an AlarmEnrollment in addition to the DoorForced and DoorAjar attributes. A Door Switch needs to be used for the Bond Sensor to operate correctly, otherwise BondFailure will always be False after a ValidAccess if there is no Door Switch value. Note: The actual value of the BondSensor attribute in the Door object may not seem to update properly if monitoring with a ListView. For this to show the correct BondSensor value make sure that the attribute Source is set to "Live" instead of the default "Database". Note2: A bond senor (usually an output from a maglock) should not be used as an alternative to a door switch, as it does not give indication of the door position.  

Issue A customer would like to install an Enterprise Central(EC)  on the D drive instead of the C drive is that possible to do?   Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Cause In this case the customer is not allowed to install any files on the C drive so all EBO files should be installed on the D drive instead. Resolution It is possible to install the EC or ES on the D drive, when installing you specify the programs and backups should be installed on the D drive instead of the C drive. And the programs and the backups are installed on the D drive as specified. But there is some files that always will be installed on the C drive:     The backup is installed at D:\ProgramData\Schneider Electric EcoStruxure as it should but we also get a S2Connect folder at C:\ProgramData\Schneider Electric EcoStruxure. When installing Workstation that will be installed on D:\Program Files (x86)\Schneider Electric EcoStruxure as the EC is installed there. But then we also get a GraphicsEditor folder and Workstation folder at C:\ProgramData\Schneider Electric EcoStruxure. And then installing the License Administrator also add LicenseFiles folder at C:\ProgramData\Schneider Electric EcoStruxure These files will always be installed on the C drive and this is not possible to change. NOTE:  If Workplace Tech Editor is being used by Workstation on the PC, the accompanying Visio installation has to be installed, per Microsoft in the C: drive.

Issue Continuum installer throws a Error 1904, dll failed to register error during the installation process. Product Line Andover Continuum Environment Continuum Error 1904 Failed to Write to Registry. Cause Virus protection is preventing the Continuum install from writing a .dll to the registry. Resolution Uninstall Continuum completely. Reinstall Continuum with all malware protection software disabled and using a Local Administrator user account. Check the compatibility matrix to ensure that the Windows OS you are using is compatible with the Cyberstation version

Issue A database update from 1.94 to 1.94 SP1 will generate an Installation error [Microsoft][ODBC SQL Server Driver][SQL Server Implicit conversion from data type datetime to int is not allowed Product Line Andover Continuum Environment Continuum Windows XP Windows 7 Windows Server 2003 Windows Server 2008 Cause A column in the db doesn't get converted properly. The SQL Server Implicit conversion from data type 'datetime' to 'int' is not allowed. The CONVERT function has to be used to run this query contained in the hotfix. Resolution 1. To correct this issue apply the following hotfix AFTER installing 1.94 SP1 but BEFORE running the database update 2.  Locate the hotfix on Exchange using the following link:  https://ecobuilding.schneider-electric.com/search#keyword/14191/tab/documents 3.  Find the item entitled:  "Error when Updating the Continuum DB while Upgrading to CyberStation 1.94 SP1 - TPA-CONT-13-0003.00" 4. Select download and read the release notes and install the hotfix Upgrading to CyberStation 1.94 SP1 - TPA-CONT-13-0003.00  

Issue Does Modbus TCP/IP xDriver opens socket connection per each device or the gateway of the devices? Product Line Andover Continuum Environment NetController - CX9900, CX9940, CX9680. Continuum bCX9640 (Infinet) Continuum bCX4040 (BACnet) Cause As some Modbus TCP/IP gateways have the limitation of maximum TCP/IP connections, if Modbus TCP/IP xDriver opens a socket per modbus device and keeps it open, the gateway might run into a problem due to the limited number of socket connections. Resolution The Modbus TCP/IP xDriver opens one(1) socket connection per server not device. So for a gateway that has a number of devices, the Modbus TCP/IP xDriver only uses one(1) socket connection.

Issue Restore of SQL Database fails with error message - "The media set has 2 media families but only 1 are provided. All members must be provided.". Product Line Andover Continuum Environment Continuum Microsoft SQL Cause When the Database was backed up it was setup as a "striped" backup across a number of files. See MSDN article below that explains this in detail. http://social.msdn.microsoft.com/Forums/sqlserver/en-US/abf50e00-c9b0-4809-9e61-43ed8a53e968/the-media-set-has-2-media-families-but-only-1-are-provided?forum=sqltools Resolution Either provide all of the files in the backup set or perform another backup of the database making sure to remove all existing files and selecting a new one.

Issue Error on login to the webClient: "Max user connections has been reached" Product Line Andover Continuum Environment Continuum webClient Cause webClient support up to 5 users simultaneously. Resolution Make sure the key is enabled for webClient. Make sure all the DCom settings are set correctly. Make sure the IIS and WebClient software was not installed through a remote terminal service type of software. If this was done they will need to uninstall the IIS, WebClient, etc… and then go directly on the server and re-install the software. Make sure the IIS server was not rebooted through a remote terminal service application and then subsequently logged on through remote a terminal service. If this is done they will need to go directly on the IIS server and reboot it while physically on the machine. Verify how many users are actually logged on. Should not display something like 5 / 5. In this case you “have” exceeded the maximum and one user must log off. Users typically run into this on standalone systems where the key is configured for two users and the person shuts down the browser and neglects to log off. Users are NOT disconnected in this case until the 20 minute session timeout occurs. In this state the administrator can close the ACWebServerProxy dialog to disconnect ALL users with one click.

Issue Steps to reset an NC2 9680 model controller Product Line Andover Continuum Environment CX 9680 NC2 Continuum Net Controller II Cause While upgrading/downgrading the controller firmware, communications was lost and the controller was not able to communicate afterwards.   Resolution Reset controller and re-commission. Please click here for document on how to reset the CX9680 controller.

Issue What are the steps to reload a controller Product Line Andover Continuum Environment CX controllers BCX controllers ACX controllers Continuum Net Controller II NC2 CX9680 I2 controllers B3 controllers Cause Point or program not available, receiving 5121 error Resolution To reload a controller follow the steps below: In continuum explorer select Options/Send to controller options and either the middle choice or bottom choice depending how which and how many controllers to be reloaded The most common and the default is to set to the middle setting to reload only the controller selected. Now select the controller to reload and right click and select send to controller The distribution located in the icon tray can be launched from a double-click to watch the progress of the reload.