Building Automation Knowledge Base

Issue Send an SMS text message when an alarm occurs. Product Line EcoStruxure Building Operation Environment Alarming SMS Text Cause Sending an SMS Text message in response to an alarm condition will allow the responsible personnel to react immediately, even if they are not currently at the workstation. Resolution EcoStruxure Building Operation does not support direct SMS texting. One workaround is to use an Email to SMS Test service provider that handles conversion of emails to SMS, as emails are easily created in EcoStruxure Building Operation.   If direct SMS functionality is required there are work arounds with 3rd party programs such as SysManSMS via file output options (see Using Sysman alert server with StruxureWare Building Operation). Note that this third party products such as this are not supported or tested by Schneider Electric.

Issue [Invalid Address] Product Line TAC Vista Environment Vista Workstation Xenta Programmable Controllers Xenta 280, 281, 282, 283, 300, 301, 302, 401, 401:B Invalidate Resolved Addresses Cause If you view a controller in Vista Workstation and point values read [Invalid Address] instead of showing values, there are a number of troubleshooting techniques to rectify this. Unfortunately, [Invalid Address] is a bit of a "catch-all" error code. Since it can be difficult to determine the cause of the error, these troubleshooting suggestions will have varying degrees of success. The best course of action is to try each of these methods in the order of least to most disruptive. As new techniques and procedures are discovered, they will be documented here. Resolution Check the label for N/P Designation If a programmable controller has read [Invalid Address] on every point since it was installed (it has never worked properly) then there is a chance that this is not a Network Presentation controller. These are referred to as stand-alone controllers and each of the 280 and 300 series have a non-network presentation variety. Check the label on the controller to make sure it says "302/N/P" or "282/N/P." If it just says "302" or "282" then this controller cannot communicate on a network and will never report values to a front end. Also see Xenta 280 or 300 Controllers without /N/P (networking and presentation) designation cannot communicate in a Network. In the Vista Workstation Right-click on the controller and choose Advanced Operations > Invalidate Resolved Addresses Proceed? Select Yes. Right-click on the controller and choose Advanced Operations > Read Address Proceed? Select Yes. Wait up to about 30 seconds for the values to populate. Download the Controller In the System Plug-in, Download Applications and Parameters to the controller Recommission the controller In the System Plug-in, TAC Network > Commence Communication (skip to this step for LON controllers) You may want to follow this action with another attempt at the steps outlined in the section above "In the Vista Workstation" Repair or recommission the Routers in the NL220 or Lonmaker database repair or recommission the Routers. Re-Do Group Bindings & Commence Communication: In the System Plug-in, LNS network > Create Group Bindings In the System Pug-In right click on the TAC Network and commence communication Re-doing group bindings ensures that the LNS network interface, and LON to IP routers receive message can 0 for the main xenta address broadcast in the network. Monitor Sets If your monitor sets have become corrupted, then every controller you download from that point on will say [Invalid Address] on every point. Monitor sets are actually stored on the hard drive of the PC, not in the LNS database. If you have made backups and passed them back and forth between PCs, as you often do during the commissioning phase, this invites corruption of monitor sets. There were some known issues with monitor sets in LNS version 3.24 that have since been corrected in LNS version 3.26. This can be downloaded from Echelon's website in LNS Server/Turbo Edition Service Pack 7. Go to http://www.echelon.com Navigate to Support > Support Resources > Downloads Log in with a user name and password. If this is the first time logging in, register for a free user name and password. Search for software in the Recommended Downloads category Find LNS Server/Turbo Edition Service Pack 7 (this is the latest at the time of this article, a newer one may exist and should be downloaded) Prior to restoring a backup, you may want to resynchronize the drawing making sure to check the option for "Sync monitor sets between drawing and database." Usually restoring the last good backup will fix up the monitor sets. If you do not have a recent backup, there are a couple of procedures that may help resolve the corrupted monitor sets issue.   Note: Viewing and altering monitor sets is only available in Echelon LonMaker. There is no analogous menu item in Newron's NL220. Do not download any more controllers. Check your monitor sets in LonMaker by navigating to LonMaker > Network Service Devices Click on the NSS which should have the same name as the network Select the Monitor Sets button If you get "Monitor set cannot be found. (Subsystem: NS, #160)" then your monitor sets are corrupt. Close down Vista Server & LonMaker (if you don't you will get an error when you try to validate that says "The Network Interface, database directory, or NSS type, conflicts with the already active network. (Subsystem: NS, #149)") Navigate to Start > Programs > Echelon LNS Utilities > LNS Database Validator Navigate to the LNS Network to Validate Check the Repair Database checkbox Hit the Validate button If that does not find and repair the monitor sets, the following steps may help. Make backup of the LNS database. Start LonMaker. Do not start Vista Server. Go to the monitor sets (LonMaker > Network Service Devices > NSS > Monitor Sets) and right-click and delete the monitor sets Run the System Plug-in and create a brand new Vista database in a different location than your current database. Stop the Vista Server and start it again Check the monitor sets again, they should be right now Stop the server again and change back to your original Vista database Non-Latin Characters If you use a signal name or description in the XBuilder Device Editor with non-Latin characters (like Swedish åäöÅÄÖ) you will get [Invalid Address] when you view the signal in Vista. Value pages are displayed correctly. Do not use non-Latin characters for signal name or description. This issue has been confirmed in versions 5.1.2 - 5.1.4, and will be fixed in a future release. Classic Networks View the Address Tab under the controller's properties in Vista Workstation Check Address Table slots 0 and 1. If the "Domain Index" and "Member or Node" have been manually altered, set them back to 0. An applicationless controller will display [Invalid Address] in a classic network, whereas in an LNS network, it would simply fail to commission due to its applicationless state.  Direct download the controller through the Menta serial cable to see if it resolves the error. Xenta 700 Menta values See Xenta 700 Menta Object Values report [Invalid Address] in Workstation, Read operation failed. Delete, Destroy, Redo This is your last resort. If you have tried everything else possible, it is time to remove this controller from the database and start from scratch. The exact steps and methodologies may change based on your network and controllers, but basically you need to remove any mention of this controller and add it back in as though it were a brand new device. Decommission the controller Delete the device Delete the device template In the System Plug-in, remove the device from the TAC Network Update the Vista Database Create a new controller Browse in a Menta file Update Vista and download

Issue Unable to send out emails using Gmail SMTP server (smtp.gmail.com) with the following error messages in the station's standard output. "javax.mail.MessagingException: 530 5.7.0 Must issue a STARTTLS command first." Authentication has been enabled in the system.properties file as per Mail Service in a Niagara R2 UNC station configured correctly but e-mails not being sent to the SMTP server. Product Line TAC IA Series Environment I/A Series R2 Cause As with most public SMTP servers, like Gmail, the outgoing mail SMTP server requires TLS (Transport Layer Security) or SSL (Secure Sockets Layer) which I/A Series R2 does not support. Resolution Use an SMTP server that does not require TLS or SSL.

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 Services for assistance. Issue Failed to read events from the event log database. Product Line TAC Vista Environment TAC Vista Workstation Cause This error is sometimes displayed upon login to the TAC Vista Workstation. It indicates there is a problem with the connection between the Vista Server and the SQL database that stores event data. Resolution Before making any further tests, make sure you have MSXML 4.0 SP3 installed and then check if it works. It can be downloaded here: https://www.microsoft.com/en-us/download/confirmation.aspx?id=15697 The first thing to check is the SQL connection. Open the TAC Vista Server Setup In version 5.1.3 and prior: Start > Programs > TAC > TAC Vista Server X.X.X > Server Setup In version 5.1.4 and later: Start > Programs > Schneider Electric > TAC Vista Server X.X.X > Server Setup Go to the SQL Server tab In the lower right-hand corner of the tab, press the Test Connection button. If it pops up a window that says "Connection test succeeded!" then your SQL connection is okay. If it fails the connection test, check the instance name. If you are using default settings it should be: SQL Server name: PCname\TACVISTA or (local)\TACVISTA Log database name: taclogdata If these are set correctly and the connection still fails, one method for reestablishing the connection is to uninstall/reinstall the Vista software. Make sure SQL Server Agent is running. Right-click on My Computer and select Manage Navigate to Computer Management (Local) > Services and Applications > Services Find SQL Server (TACVISTA) -- assuming the default SQL instance is being used. Make sure the service status is running.  Start the service if needed. If there is no problem with the SQL connection, check the Server object's Network Master. In Vista Workstation, right-click on the Vista Server object and select Properties On the General tab, in the Network pane, check the Master: name In a one-server network, the Network Master must be set to the Server object name. Check for queued files in the $queues folder Navigate in a Windows Explorer window to the Vista Database. (If you are unsure of the location, you can verify it in the TAC Vista Server Setup Vista Database tab). Go to the $queues folder Look inside the insertevents and insertlogvalues folders. Are they empty or are they consistently growing with files? This is where data is stored temporarily before it is written to the SQL database. Having queued files is not necessarily a sign of a problem. However, if there is a connection problem, these folders will continually grow in size without older queued files being written from the folder. In the case of the error "Failed to read events from the event log database", it is possible that a queued file is causing the error prompt and that deleting it will fix it. If the data is not of dire importance, delete all the files inside both of the $queues folder. For more information see An efficient method for deleting all queued files in the $queues folder. Reconfigure the log database Open the TAC Vista Server Setup In version 5.1.3 and prior: Start > Programs > TAC > TAC Vista Server X.X.X > Server Setup In version 5.1.4 and later: Start > Programs > Schneider Electric > TAC Vista Server X.X.X > Server Setup Go to the SQL Server tab Change SQL configuration from Typical to Custom Change the Log database name Hit Apply. It will warn you: "TAC Vista integrated SQL backup/restore function will not be available in custom configuration." Hit OK. It will then warn you: "No log database was found on SQL Server. Create and configure a log database?" Hit Yes.   At this point, if no backup features are necessary, and the error has cleared, this is a viable solution. It is not, however, recommended to maintain a site without any log backups. The next step would be to switch the Vista Server Setup SQL configuration back to Typical. Hit Apply. You will be warned: "Log database was found but needs to be reconfigured. Reconfigure log database?" Hit Yes.   After reverting to typical SQL settings, the error should clear. If it has not, it may be time for some database management. Performing Database Maintenance Follow the steps in the article Performing database maintenance with Vista 4.5.0  to set up a log and event backup and to clean up old data. Schedule a backup to occur (now or soon after) The next time you log into Vista Workstation, the error should be cleared. If the error is sporadic, it could be the event viewer has too many events If the error only occurs when logging in to Vista Workstation, and doesn't happen every time, it could be that too many events are being brought into the Event Viewer on login. All events specified in the filter for the event viewer are uploaded to the Workstation. If too many events are specified, problems occur. In Workstation, go to the root TAC Vista folder Right-click $Eventview and select properties Go to the Date and Time tab Set the Time period to Last 1 Hour(2) instead of Last 1 Week(s), which is default Check the Windows Event Log If all else fails, check the Windows Event log for more information about the error. Checking this may provide you with the answers you need, or at least give you more information to provide to Product Support if you need further assistance. Instructions available in Viewing, Saving, Sharing Windows Event Logs for Troubleshooting Purposes. Right-click on My Computer and select Manage Browse to Computer Management (local) > System Tools > Event Viewer > Application Look for Type Error events with Source Vista. This may help you determine the source of the error.

Issue “IP_ADD_MEMBERSHIP failed” appears in the Application Director output during reboot of the Jace and in the Station Discovery on the Niagara Network after a failed discovery attempt Product Line TAC IA Series Environment ENC 520, 410, Jace 6E, 645, 700, 8000 controllers using G3/AX. The second Ethernet interface only applies to the Jace 6E, 700, 645 and 8000 Cause Incorrect or no default gateway assigned in the TCP/IP Configuration or Interface 2 is enabled and set for DCHP with no DHCP server available to that interface. See the notes on the illustration for possible configuration faults. Resolution Make certain you have a valid IPV4 or IPV6 (schema dependent) Gateway entered for the Interface 1 IP configurations. If set to DHCP, ensure there is a DCHP server available on the interface. Disable all unused interfaces and IPV6 if not applicable. If there are problems accessing or configuring the interfaces, you may need to use the System Shell of the ENC/Jace and correct the configurations there. Need to correct invalid IP address or subnet mask entered into an ENC or JACE

Issue Wanting to use SNMP to be able to create alarm traps from the network Product Line EcoStruxure Building Operation Environment StruxureWare Building Operation site Cause Simple Network Management Protocol (SNMP) is an "Internet-standard protocol for managing devices on IP networks. Devices that typically support SNMP include routers, switches, servers, workstations, printers, modem racks, and more. SNMP is used mostly in network management systems to monitor network-attached devices for conditions that warrant administrative attention such as an alarm in StruxureWare Building Operation.  Resolution For SNMP to be able to create alarms from the network in StruxureWare Building Operation, beginning with Building Operation 1.3 - StruxureWare Building Operation supports an older version of this service which uses the default community password. As such, the decision to open this port should be done based upon a risk/benefit assessment. The only form of SNMP that is currently supported is the ability of SmartStruxure to respond to the network management queries that might be issued by an SNMP client.  Through release 1.5, SNMP is only supervising the equipment and can not receive traps from SNMP. Beginning in the 1.6 release, you can send SNMP traps from an alarm. In future releases it may be able to export alarm traps to SNMP, but this is really an IT function. Release 1.6.1 introduces support for SNMP alarm traps v3.0 notifications. This requires an add-on option on for the corresponding server, either the Automation Server and/or Enterprise Server. Refer to Testing SNMP alarms with SmartStruxure for further help on testing SNMP in 1.6.1 version and above

Issue Controller Error Logs - How to gather Continuum Controller error logs if requested by Product Support for troubleshooting. Product Line Andover Continuum Environment BCX CX  CMX 9680 9900 i2 b3 9702 Controller Error Log Gerry Log Cause Troubleshooting controllers often time requires obtaining an error log from the controller Resolution The controller error logs contain useful diagnostic information when it is necessary to troubleshoot a controller or system problem. Much of what is logged are normal system operations that may assist an engineer in diagnosing a problem in the field. To get the error logs from various controllers follow the procedures below: NetControllers - 99xx  Dumb terminal in using HyperTerminal Sign into the NetController Press V then E and press Enter over the NetController you are attached to Press F2 Hit Alt + Print screen and paste into a Word doc Arrow down to single space or Ctrl+D to page down Hit Alt + Print screen and paste into a Word doc Repeat this process until you are at the end of the errors (up to 200) F4 Exits the error log See the CX Controllers Programmer’s Guide for all terminal keystrokes Email the file to Product Support Services   BCX/i2/B3 Controllers CX9680/ACX5720/ACX5740/9702 Controllers Note: You can not retrieve errors from NetController I (CX9900) using this tool Controller Error Log Tool Navigate to C:\Program Files\Continuum Double click on ControllerErrorLogTool.exe to open (This will do an install the first time) Note: The ErrorLogTool.exe is an older version of this utility and will work, but gives less information and does not contain the error lookup feature. Enter in the BCX or master CX IP Transport type = UDP or TCP depending on controller configuration CX Enode ID = AccNetId from the main CX editor Select Continuum in the Mode area, top right If the controller is a field device then enter the following: CX infinet port = Select the one you want to report on Infinet Node ID = port number of the i2 device you want the error log out of Once all the above required entries have been made: Click Get Log and the page will populate with any errors Once this runs, select SaveAs and name the file Email the file to Product Support Services Suppliment - To gather error logs from Continuum controllers transisioned to StuxureWare please see How to pull the error log from a b3 or Infinet controller in SmartStruxure.

Issue How to transfer data from TAC Vista to EBO(EcoStruxure Building Operation) as a temporarily solution while a transition between TAC Vista and EBO is done?    Product Line EcoStruxure Building Operation, TAC Vista Environment TAC Vista SmartStruxure Solution EcoStruxure Web Services TAC Vista SmartStruxure Interface 1.5 Cause If EBO need data from TAC Vista during a transition period the TAC Vista SmartStruxure interface can be used.   Resolution Please see the video or follow the instructions below:   On the Vista server(s) install the TAC Vista SmartStruxure Interface first. Refer to TAC Vista to SmartStruxure Interface will not connect when TAC Vista and SmartStruxure are installed on the same machine if there are any issues installing or getting the two programs to communicate when on the same PC. In StruxureWare Workstation, on the Enterprise server object or the Automation server object right click and create new interface, and select the EcoStruxure Web Service interface in Workstation. Click next. In the Server, enter the IP address of Vista server. If it is local, just use localhost. Enter the username and password of Vista Server. Pay attention that only the user in the default System user group can be used. Don't try to create other System group. And all the letters in the password field need to be in capital letters. This is a defect that will be addressed in the next release of TAC Vista to SmartStruxure interface. Please be selective with the port that you are using. If the Vista to SmartStruxure Interface program is on the same PC as the Enterprise server than a different port other than 80 or 443 will have to be used. Please refer to TAC Vista to SmartStruxure Interface will not connect when TAC Vista and SmartStruxure are installed on the same machine if the two softwares need to be on the same machine. Click Create. The next step is to Host TAC Vista objects into SmartStruxure. Refer to How to host TAC Vista objects using Web Services in StruxureWare Building Operation for the guide of how to host Vista objects into SmartStruxure. NOTE: There is a defect for Version 1.0 of TAC Vista to SmartStruxure interface under Non-English operation system. The EcoStruxure Web Services interface will not come online in SmartStruxure. Refer to TAC Vista to SmartStruxure Interface does not connect in non-English Operation System for solution.

Issue Instruction on how to use your Entitlement to rehost Vista 5 License onto a new host computer or dongle. Product Line TAC Vista Environment Vista 5 Dongle Host ID Flexnet Licensing Entitlement Vista Licensing website Cause Limited documentation exists for how to properly rehost a Vista license on the Vista licensing website Resolution NOTE: Please remember that 5.0.X license files are not backwards compatible with versions of Vista 5.1.X. If your current license files are 5.0.X you must install 5.0.3 or earlier to properly rehost your license. Log onto https://schneider-electric.flexnetoperations.com and enter your Entitlement or Activation ID. To obtain an unknown ID, follow instructions in Lost license Entitlement ID Vista 5.x. In the top corner of the Home Page Select LICENSE SUPPORT and List Licenses This Entitlements license(s) will be listed. Select the License you wish to rehost by checking the Tick box located just left of the License. In the Action Menu, Select Rehost. Select Add New Host. From the Server Host Dropdown, select either ETHERNET (MAC address) or VENDOR DEFINED (Dongle) depending on your site. Enter the Mac address or Dongle ID to be used in the textbox *note that a Dongle ID must be entered as "TAC_HL_ID=##########" Select OK The New Server Hosts will now be populated with the correct Host ID. Click Next. Select Verify to verify the Host ID is valid Select Rehost to generate the new License. From the main page, select the License you wish to retrieve by checking the Tickbox located just left of the License. Select View and Save To File or Email license to obtain the .lic file. It may be a good idea to compare the old .lic file with the new .lic file in Notepad to ensure they contain the same features. It is possible that the site license was a combined license generated from multiple Entitlements. If this is the case, repeat the steps above for each Entitlement then follow instructions in Manually Consolidating License Files.

Issue WebClient most common installation problems Product Line Andover Continuum Environment Continuum webClient Server Microsoft IIS Microsoft .NET Framework Cause WebClient is not functioning properly. Troubleshooting steps are required. Resolution Below are some of the more common problems that Technical Support runs into when troubleshooting a WebClient installation. Microsoft DCOM settings (Manually setting up DCOM was needed prior to version 2.0) This is the most common problem that PSS runs into. There are two areas that these settings need to be set in are, “Access Permissions” and “Launch and Activation permissions”. Incorrect DCom settings in WebClient will cause many different problems. It could cause problems with logging into the system, opening graphics, seeing the Active Alarm view, etc… The users that should be in there are below for Windows 2000 IIS and Windows XP IIS servers: INTERACTIVE SYSTEM ComputerName\IUSR_ComputerName (Internet guest account) ComputerName\IWAM_ComputerName (Launch IIS process account) ComputerName\ASPNET (ASP.NET) Additionally for Windows 2003 IIS servers this additional user is needed: ComputerName\NETWORK_SERVICE To help pinpoint the DCOM permission that is not set properly, consult the steps at Identify which DCOM permission are causing DCOM errors when trying to use WebClient. Microsoft .Net Frame work Zone Permissions This is another one of the more common problems in WebClient installs. Not setting the .Net Zone permissions correctly will cause problems with opening schedules in the WebClient browser machines. The .Net zone permissions has to be set on each client browser. See the section in the WebClient install guide on setting the .Net Zone permissions. Microsoft .Net Framework is installed before the IIS is installed If .Net is installed prior to IIS you will see problems with logging into the system, editors may not work, schedules will not be able to be opened. If there is any doubt to whether or not .Net was install before the IIS then open a Windows command prompt and run the below commands. For Windows 2000 Professional it is: c:\WinNT\Microsoft.NET\Framework\v1.1.4322\aspnet_regiis.exe -i For Windows XP Professional, Windows Server 2003 it is: c:\windows\Microsoft.NET\Framework\v1.1.4322\aspnet_regiis.exe -i For Windows10/Windows7/Server2003 it is: c:\Windows\Microsoft.NET\Framework\v2.05.50727\aspnet_regiis.exe -i Also, Windows10/Windows7/Server2003 using 1.94 SP1 and greater, .net 4.x is used  c:\Windows\Microsoft.NET\Framework\v4.0.30319\aspnet_regiis.exe -i Run both 2 and 4 commands  Microsoft .Net 2.0 This is not supported until V1.74 and will cause problems with WebClient. You will see problems with reports, schedules on earlier versions. SQL Authentication methods with WebClient The only authentication method for SQL server that WebClient supports is SQL Server and Windows. Due to the methods we use to access data in the SQL database with WebClient the authentication must be set this way. Internet Information Server Secure Sockets Layer (IIS SSL) Currently using SSL with WebClient is not supported in versions prior to V1.74. Remote installs of WebClient due to underlying Microsoft Security a WebClient cannot be installed through any kind of remote terminal services, or RDP. If the system is installed through remote services there will be security problems with accessing WebClient. The correction to these problems is to be directly on the WebClient / IIS machine and uninstall all the WebClient apps, Microsoft .Net, and Microsoft IIS then re-install the applications per our instructions while directly on the WebClient machine. Remote reboots of a WebClient IIS server If you use a remote terminal service and reboot and log on to an IIS server running WebClient you will run into problems with logging into WebClient. (webclient is unavailable error) If using VMWare with 2.0 and above, use the VMWare Open console feature Multiple Network cards in the IIS server Using multiple network interface cards in an IIS server is not supported. Doing this will cause problems with opening graphics through WebClient. Installation of files on the Client browsing machines The first time WebClient is accessed through a browser, either in new installs or upgrades, files need to be installed on that client browser machine. You will need to be logged in with a Windows user that has the permissions to install software. Install of WebClient on the IIS computer while virus scan software is running. Make sure that when installing WebClient, either new installs or upgrades, that any virus scan software is disabled. In some instances virus scan software has caused problems with WebClient installs or upgrades. "&" characters in names of objects Ampersands are special characters in web browsing and should not be used in anything in Continuum that the WebClient browser will have access to. Some of the problems that have been seen are alarms not showing up in the Active Alarm view and not being able to add areas to personnel objects. Setting up WebClient graphics Once WebClient is installed on the IIS server you need to make sure you open CyberStation Pinpoint and set the “Web Locations” for your graphics sharing. If you do not set this you will not be able to access graphics through WebClient. When these are set incorrectly you will see a red “X” next to the path. Ports used in WebClient Until V1.74 we only support the use of Port 80 in WebClient. CyberStation on the IIS WebClient server. In order for WebClient to function properly the CyberStation that is installed as part of the WebClient install on the IIS server must be running. You do not need to be logged on to the CyberStation it just needs to be running. WebClient graphics and firewalls Prior to 1.73 there were some special installation considerations when dealing with customers that had browsing machines both inside and outside a firewall. In the 1.73 WebClient there is no special installation/configuration that needs to be done. The system can be set up as if all the browsers are on the local network. Renaming or changing the Domain of the IIS Server after IIS is installed Renaming or changing the Domain that the IIS server was initially installed with will cause problems with IIS which in turn will cause problems with WebClient. If this has to be done then you will need to uninstall webclient before name change and then re-install webclient. Directory Browsing setting for WebClient graphics In some instances where the Windows security on the IIS server is restrictive you will need to add “Directory Browsing” to the NewGraphicsFiles share in the web site configuration on the IIS Server. In webclient 2.0 and greater, directory browsing is configured during the installation. Using underscores or hyphens in the name of the IIS Server This will cause problems with the operation of WebClient because those characters are special characters in the application.

Issue After updating FireFox to version 34 and later, you get the message "Unable to Connect Securely" when accessing a Xenta Server using HTTPS   After updating Chrome to version 40 and later, you get the message "This webpage is not available" when accessing a Xenta Server using HTTPS   In Internet Explorer, you get the message "This page can't be displayed" when accessing a Xenta Server using HTTPS Product Line TAC Vista Environment Xenta Server FireFox Chrome Internet Explorer Cause From version 34 of FireFox and version 40 of Chrome, SSLv3 is disabled by default for security reasons as SSLv3 is no longer considered secure enough. As per Vista Server Cryptographic Protocols TAC Vista, TAC Xenta Server and TAC Xenta 911 is using SSLv3 and is therefore blocked when using SSL (HTTPS). In the newest versions of Chrome and FireFox, not even the work around described below works, so you need to set the Xenta Server to low security through the XBuilder project. Resolution In Internet Explorer, FireFox and Chrome you can manually reenable SSLv3.   Solution 1: Set the Xenta server to only use HTTP and not HTTPS This is done in TAC XBuilder   Solution 2: Allow SSLv3 in FireFox 1: In the FireFox address bar, write about:config 2: Accept the warning 3: Write security.tls.version.min in the search field - below you can see the default setting 4: Double click the line, and change the number to 0 5: Try logging into the Xenta Server again. If it doesn't work the first time, restart the browser and try again   Solution 3: Allow SSLv3 in Internet Explorer Check the advanced settings in Internet Explorer. SSL 3.0 must be enabled. If it's not, then enable it. If you can't, it's because it's disabled by a policy, and you need to get the IT department to enable it.   Solution 4: Allow SSLv3 in Chrome 1: In the Chrome address bar, write chrome://flags/#ssl-version-min and select SSLv3 in the drop down box. Solution 2: Allow SSLv3 in FireFox 1: In the F

Issue Is there a way to reset the password for web access to a BCX? Product Line Andover Continuum Environment Continuum site with passwords other than the default Cause The password was changed by mistake. Resolution Restore the controller's user names, passwords and configuration settings to the original factory values (Reset IP button using a two stage operation) The location of the Reset button and the Reset IP button on the controller board. Page 124 in appendix A of the Technical Reference Guide. If you cannot get into Continuum Explorer and edit the controller user under that controller and set the password. You will have to reset the controller and then re-commission and then reload.  Try acc/acc first and then after that the following: Using the Reset IP button The Reset IP button has two stages of operation: Stage 1 is initiated by depressing the button for 5 seconds. After 5 seconds, the IP address, and all network-related addresses entered on the Network Configuration page, are returned to the original factory default values. Stage 2 is initiated by depressing the button for 35 seconds. After 35 seconds, the database is cleared and all persistent configuration data is erased, with the exception of the error log. Note: Depressing the button for 35 seconds performs both operations, setting the IP address back to the factory default setting and clearing the database. When you initially depress the Reset IP button, the CPU Indicator LED will begin blinking. At 5 seconds, the LED will stop blinking and remain lighted in a continuous state. If you release the button before 5 seconds has passed, no changes are made. If you release the button after 5 seconds, but before 35 seconds, stage 1 is executed, but stage 2 is not. The IP address has returned to the original factory value, but the database has not changed. Please see Default IP address for BCX, ACX57xx, CX9702 and Netcontroller II for information on default IP addresses.

Issue BACnet COV subscription system Product Line EcoStruxure Building Operation Environment BACnet Settings COV subscriptions v1.7 and earlier Cause A site will have a problem with the amount of traffic because of misconfigured COV Increments. The problem is that Building Operation, the  ES and AS resubscribes to values every 10 seconds and one by one. So for example: hh:mm:ss 00:00:00 Value1 00:00:10 Value2 00:00:20 Value3 00:00:30 Value4 ... 05:00:00 Value1800 If you have more than 1800 subscriptions the ES or AS is not able to do all subscriptions in 5 hours.   5 hours is used because Building Operation subscribes to the values with a lifetime of 5 hours.   Resolution BACnet COV subscription system is not influenced by the requested transfer rate in the edit bindings system (Subscriptions using BACnet). That is used in the case where the external device does not support COV, and read-property must be used instead. The design in 1.4 and 1.5 simply did not anticipate such large numbers of COV subscriptions. Workaround: 1.Exit Workstation 2. Stop the Enterprise Server Edit using notepad the server.properties file located in "C:\Program Files\Schneider Electric StruxureWare\Building Operation 1.x\Enterprise Server\etc\ Find at the bottom: # Set GenericConsume communication defaults Add the two following lines: NspServer.BACnetPlugIn.COVSubscriptionLifetime entry = 28800 NspServer.BACnetPlugIn.COVTimerPeriod entry = 5 Save your changes and close the server.properties file. This changes the default values from 5 hours to 8 hours and 10 seconds to 5 seconds. NOTE From version 1.8 the BACnet Interface manager (/Server 1/System/Interface Manager/BACnet) provides access to these settings (COV subscription lifetime (default 8 hours) and Server COV renew rate(default 5 seconds)) The settings will be controlled via the Enterprise Server if connected.

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 Services for assistance. Issue How to truncate event tables in Continuum databases. Product Line Andover Continuum Environment Continuum 1.xx SQL 7 SQL 2000 SQL 2005 Cause Stand Alone Continuum Databases use Microsoft MSDE and SQL Express databases which have size limitations. Once these databases reach full capacity they will need to have data truncated from tables to try and reduce the size of the database. Databases should never exceed their size limitations, but if they do, reducing the size of some of the tables will in most cases allow the database to be functional again. Microsoft SQL MSDE database size limit is 2 gig Microsoft SQL Express database size limit is 4 gig Resolution Once logged into the SQL MSDE or SQL Express database, the queries below will reduce the size of the database. As with any database, make sure you backup the database before running any queries. The Usernames and Passwords used below are defaults, your UN/PW may differ. To log into SQL MSDE use the following commandline. osql -Usa -P To log into SQL 2005 Express us the following commandline with your servername sqlcmd -Sput_server_name_here\sqlexpress -Usa -Padminadmin Once logged in you'll be prompted with a 1> at which time you'll change the context of the database you'll be truncating information on. For example if your database name is ContinuumDB you would use the following. 1>Use ContinuumDB 2> Go 1>Now put in one of the queries below 2> type in Go to execute /****** Replace 90 with the number of days to maintain in each log ********/ delete from accessevent where DATEDIFF(day, timestamp, getdate()) > 90 delete from activityevent where DATEDIFF(day, timestamp, getdate()) > 90 delete from alarmevent where DATEDIFF(day, timestamp, getdate()) > 90 delete from errorevent where DATEDIFF(day, timestamp, getdate()) > 90 ** To gain back the space after deleting rows SQL Express Right click on Continuumdb>Tasks>Shrink>Database MSDE(osql) dbcc shrinkdatabase ('your_database_name',0) (enter) go (enter) dbcc shrinkdatabase ('your_database_name',0) (enter) go (enter)   To truncate from the Full SQL server or SQL Express non command line interface, see Removing unwanted entries from an Alarm log, Access Event log, Error log, and Activity log automatically.

Issue How to properly configure Time Zone and UTC Offset settings in Cyberstations and controllers. Product Line Andover Continuum Environment Continuum Cyberstation Continuum Controllers Cause There are a number of locations for time configuration settings, creating uncertainty as to what needs to be set, and where, to maintain the correct time in all devices. Resolution How to sync controller time with WS time with Server time. Set the correct UTC offset (time zone) in all of the below locations: Confirm Cyberstation(s) PC time zone (UTC offset) and regional settings are correct. [This has no effect on time synchronization but does have an effect on what time alarms and events are written to the database as well as when alarms will be delivered to Cyberstations] Confirm the SQL Server PC time zone (GMT settings) and regional settings are correct. [same as 1 above] In Continuum, the Workstations Device object's Time tab has the correct time zone setting (be aware this is in minutes, ex. GMT+10 = +600 minutes.) In Continuum, the Network folder has a setting for the time zone, this needs to be configured to the time zone the controllers are located. If GMT+10 then this gets set to +600. Note1: To synchronize controller time to Workstations time a program needs to be created in one WS that sets the Date object of the Netcontroller (IP level controller) with the lowest ACCnet ID. This controller will then push any time changes out to all other IP level controllers and down to its subnet controllers (i2’s or b3’s). See Time sync controllers to workstations for details on this. Note2: At 38 minutes past the hour the Netcontroller will push its time down to its subnet (aka Field Bus) controllers. Note3: When time is set in the Netcontroller with a reload of the controller, the UTC settings of the WS doing the reload, and the Network folder the controller is in, are accounted for and the controllers time is set with these UTC settings taken into account. When time is set with a PE program using the WS Date object, this does not take into account the UTC settings of the various locations and just sets the controller Date object to the exact value of the WS Date object. If the controller is in a different time zone than the WS setting its time, then it will now have the wrong time in it. To compensate for this, it is suggested that time offsets must be added to the Time Sync program to accommodate those networks in a different time zone than the WS. Other UTC setting locations and what these settings effect IP level BACnet Device UTC Offset The UTC offset value on the Time tab of the BACnet Device object is only used when the BACnet time synchronization method is being used to set time. This setting then follows the BACnet specification where it needs to be the negative value of the GMT setting. For example, if the BACnet device is in the GMT+10 time zone, then set this offset to -(10*60) = -600. Note4: If using the PE program method, the UTC offset value on the Time tab of the BACnet Device object does not change how time is set in the controllers. However, if the UTC offset value on the Time tab of the BACnet Device object is changed, it will change the current time of the controller to coincide with the new time zone until the time is set again in the controller, or the UTC offset value is removed. UTC offset in controller configuration Time Settings webpage This doesn’t change how the time of the controller is set. It is used to set the time of sent email messages when using the SMTP option on this controller.

Issue Using a Demo License with Vista, Demo will not run on site PC. Error: lc_checkout failed: Cannot find license file. FLEXible License Manager lc_checkout failed: Cannot find license file. The license files (or license server system network addresses) attempted are listed below. Use LM_LICENSE_FILE to use a different license file, or contact your software provider for a license file. FLEXnet Licensing error:-1,359. System Error: 2 "No such file or directory" For further information, refer to the FLEXnet Licensing End User Guide, available here. For instructions on using a Site License when encountering this error, refer to Switching from the Demo license to the site License in Vista 5.1.7 or older. Product Line TAC Vista Environment Vista Licensing Flexnet Lmtools lc_ Cause Unlike using a Vista Site License, the Demo license does not require the use of the Flexnet License Server. . Resolution Select a location to store the Demo License on the site PC Start Vista Menta At the prompt to select between License Server or License File, Choose "Specify the License File" Select Browse and navigate to location where you stored the license file in step 1. Highlight the Demo License and select Open. Verify that Menta starts. Start Vista Server Start Vista Workstation Verify Vista Workstation starts.

Issue Unable to discover BACnet devices from a BACnet interface, discover broadcast address and/or devices are offline after changing IP Address on AS or ES. Bacnet devices are offline after a power cycle or loss of IP connection at the AS or ES. Product Line EcoStruxure Building Operation Environment StruxureWare Building Operations site using devices configured with BACnet Cause Broadcasting on wrong network from either the Automation Server or the Enterprise Server can be a problem. In the example below an AS is broadcasting for a BACnet device (in this case a MNB Controller). In the IP Network for the BACnet Interface, check your settings for Broadcast Address. The key is to ensure your BACnet broadcast address is in the correct range.   In this first screen capture, we have a BACnet network interface using the IP Network with a red failure to communicate indicator on the MNB. In this example, the broadcast is on 192.168.1.255 Resolution The computer being used as well as the BACnet devices we want to discover and use are in the following IP network and settings: Changing the broadcast address to match what the BACnet network is using resolves the issue (BBMD and BBDT from Enterprise Server or Automation Server). Lastly, choose to discover devices For subnet calculations and how to setup your subnet addresses, several recommended calculator are SuperNet Online or SubnetMask a downloadable program from Solar Winds.  When the IP Network broadcast address is set incorrectly, a Wireshark capture may reveal that no WHO-IS message is sent out from the SmartStruxure server when a device discovery is attempted. When in doubt as to whether the 'IP Broadcast Address' is correct, a simple test is to set the IP Broadcast address to 255.255.255.255, doing so will instruct the SmartStruxure server to broadcast on ALL subnets, if the problem was caused by an incorrect broadcast address it will be resolved but care must be taken not to leave the default address set to 255.255.255.255 as this will cause unnecessary traffic on all sub-nets, instead, review your calculations for what the appropriate broadcast address should be and set it appropriately. Key Concept: The AS will retain the Broadcast address, and if moved to a new Subnet, the old Broadcast address must be updated. One can do either of the following:  Edit the IP Broadcast Address Setting  Delete the BACnet Interface and recreate in the new Subnet

Issue Directions on how to commission an SSC and Mercury Controllers right out of the box. Product Line Access Expert Environment Windows 7 Windows 8 Windows Server 2012 Windows Server 2014 Version 2 Version 3 Cause No directions on setting up an SSC and Mercury Controllers to get it online. Resolution Commissioning the AX-SSC Here is a link to a video that describes how this should be done as well that can be accessed from the following link: Commissioning a new SSC 1. Connect the Access Expert Device Administrator to the SSC using USB cable then go to ‘Network settings’ to configure the device’s IP address etc. 2. In the ‘Ethernet 1 Configuration’ tab, configure the IP settings (In this example, we are using a static IP address). Make sure to configure the DNS so that the URL of your hosted instance can be resolved. Take note of the SSC’s MAC address which will have to be entered when adding the SSC in Access Expert. 3. Enable the default user in the SSC in order to be able to login with a web browser to configure additional communication parameters. NOTE: The default user will stay enabled for 5 minutes then the checkbox will automatically deselect. Once logged into the SSC you can create a new level 1 user so you don’t have to rely on the default user again. 4. Point a web browser to the SSC's IP address and login using the default user (admin/password). After logon, verify the IP settings configured from the Device Administrator, you can edit the settings here if necessary. 5. If using a Mercury EP1501 or EP1502 Controller, use the MAC address and connect to the device. Once logged in, go on to the next step 6. Go to the ‘Host Comm’ page. This is where you will configure the SSC to be able to communicate to the Access Expert database instance in the cloud. 7. Configure the connection type for ‘IP Client’. Enter the URL for your DB server instance or the hosted cloud server as shown in the above example. 8. For V3, the Host Name would be us.accessxpert.com (ax.accessxpert.com also works). If premise, then it would be the IP of the Server. 9. Note the port number used for communications and make sure this port is open; you can also configure an alternate host port as a backup. 10. Usually it is 3001, if that is blocked by the clients Network, then use Port 443. 11. Click Accept then ‘Apply Settings’ followed by ‘Apply Settings Reboot’.  

Issue There are many issues that can happen at Cyberstation and some methods are needed to troubleshoot. Product Line Andover Continuum Environment Continuum Cyberstation Continuum webClient Server Windows XP Windows Vista Windows 7 Windows Server 2003 Windows Server 2008 Cause There are a number of steps and tools that can be used to troubleshoot Cyberstation Resolution This subject encompasses software and hardware. It isn't a comprehensive list but should offer some methods and tools to help troubleshoot Cyberstation or webClient. Typically errors that are Cyberstation or webClient related will display some sort of an error message on the screen which can be used to diagnose the problem. Isolated or System Wide - Is the issue happening on 1 or multiple Workstations? If so, it could be a system wide issue, but if it's just one workstation then it is isolated to this PC and could be an install, Windows OS, hotfix or hardware issue. Continuum Compatibility Matrix - A number of issues can happen if Continuum Service Packs or hotfixes or Windows Operating System (including Service Packs), Microsoft SQL Server, Internet Browser version and the version of Continuum or webClient do not match the matrix. See document Software and Firmware Compatibility Matrix Version 2.03 Cyberstation Error - Is there an error message that is being displayed. A list of some Cyberstation specific errors can be found by pressing F1 with Cyberstation open, select index, type in Error, select error messages, Cyberstation How do you locate error messages in Cyberstation? Windows Error - Is there an error showing in the Windows event viewer? This step can be very useful when troubleshooting Cyberstation problems from issues installing Cyberstation or SQL to problems happening because of a Windows Operating System issue. Typically there are errors, event ids, and details that occur at the time of an issue that can be used to search the web for a solution. These can also be sent into support for some help analyzing the issue. Viewing, Saving, Sharing Windows Event Logs for Troubleshooting Purposes Windows Service Pack or hotfixes- Were any Windows Service Packs or hotfixes recently applied to this PC that could be affecting this installation? To display all the hotfixes on a PC, see the following MS article: Windows: How to List All of the Windows and Software Updates Applied to a Computer Installed Software- Since the issue started happening has any additional software been installed on the PC. Take a look in Start> Settings> Control Panel> Add/Remove programs(XP) or Programs and Feature (Windows 10) and see what may have been recently installed. Antivirus / Malware -  On some occasions, we have seen Cyberstations or webClient PCs affected by viruses or malware. If an issue is specifically related to one PC and particularly if that PC is exposed to the internet, but doesn't have any Anti-Virus software installed, it could be infected. Updating Anti-Virus definitions and Malware/Spyware programs and running scans is recommended to clean up the PC. Hardware Issues - PCs will break over time from wear and power bumps, etc. Memory, NIC cards and Hard Drives are typically what goes first. *Memory - Many PC manufacturers supply memory diagnostic features in the system bios to detect if a RAM module is bad. This will often show in a certain spot every time in a certain program, not necessarily Cyberstation and can actually indicate that is can't access a memory reference. *Hard drives - drives can crash or certain files can become damaged. Checkdsk and the Windows OS attempts to keep the drive clean, but sometimes reformatting the Hard Drive and reinstalling the Windows OS will be required to correct the issue. If it's a physical issue with this drive then the problem could come back and a new hard drive may be needed. *NIC (Network Interface Cards) - can cause connection issues and affect system performance. Not all NIC cards are created equal and at times integrated NICs(built into the motherboard) can be less robust than a third party NIC card. See the following for extensive troubleshooting advice, but often swapping the card is easier. Advanced network adapter troubleshooting for Windows workstations *Graphics Displays - Some issue are more related to Pinpoint or Video. Check the graphics display and see if the most up to date video driver has been installed. Run any diagnostic that may be supplied by the video card manufacturer or swap out the card. Windows Device Manager - In Windows device manager you may see a black exclamation point on a yellow field which indicates the device is in a problem state. There can be many reasons this can happen and is beyond the scope of this article. See the following MS article for more information. Error codes in Device Manager in Windows System Info and Belarc Advisor - These tools can be used to see what hardware and software are installed on the PC. System info is installed with Windows. Description of Microsoft System Information (Msinfo32.exe) Tool This can be sent into Product Support as a .nfo file and can be brought up with details. This information can be difficult to work with. Belarc Advisor - This is a free tool that can be installed on a PC and will display the information in a very readable browser format. This tool will often find things that may have shown in System Info but was difficult to find. Belarc Advisor Restore Point - Windows XP, Vista and Windows 7 all have the ability to restore the system to a previous place in time by using Windows Restore Point. This is a Windows Operating System function and has some risks associated with it, but can be very useful to get back to especially when the issue is happening on a Stand Alone setup. What is System Restore? If the restore point doesn't work then a reinstall of Cyberstation or the Windows OS could correct the issue. Lastly, a reformat of the hard drive and a complete reinstall of the Windows Operating System and then reinstall Cyberstation or webClient may be needed.

Issue Download a Menta application file to a Xenta controller using the Menta software tool and a directly connected serial RS-232 cable. Product Line TAC Vista Environment Menta Programming Tool Xenta Programmable Controllers Xenta 280, 281, 282, 283, 300, 301, 302, 401, 401:B Cableguide Kableguide Programming Serial Kit 0-073-0920-0 Note: The Online command is not available for the Xenta Server 700 devices so the following procedures do not apply to these devices. Cause Throughout the engineering, installation and commissioning phases of a project it may be necessary to download directly to a Xenta programmable controller. Also, performing a directly connected Menta download may be necessary in order to fix certain issues. See the following: The device is applicationless, or is not associated with a program record. (Subsystem: NS, #5) Resolution Use Menta Setup program (this is found in the TAC Tools menu) to select the Com port that is being used. Do not change any other setting before clicking Close. Connect the RS-232 cable and Programming Adapter between the PC and the RS232 port on the TAC Xenta. (these are part of the TAC Xenta: Programming Serial Kit, part no. 0-073-0920-0 For more information about the cable and adaptor see Xenta Cable Guide , Adaptor A1 and Cable L1 or Schematic for the RS-232 cable used to direct download Menta applications and system files.)  Open the Menta file to be downloaded. Change to simulation mode in Menta by clicking Options menu and selecting Simulate. In the simulation mode click Online. In the Connecting to Device dialog click Download. In the Tam32 dialog choose whether or not to generate files for an OP menu. For more information regarding Menta direct downloads see the TAC Menta Technical Manual  Section 16.4.1. Notes: Network information containing network addresses and other properties for the Xenta device and it's I/O modules is included in the download. For more info about this network info see the TAC Menta Technical Manual listed above or for problems with downloading the network information see No blueprint in TAC Xenta! Don't forget to download the network configuration if the TAC Xenta is to function in a network!. If Menta returns Parser Errors during download see Menta Parser Errors. If Menta returns Unsupported I/O Warning during download see Reference to unsupported I/O Error in COD file - Error:13. If a serial connection is not available on the PC a USB adapter can be used. The appropriate version of the TAC Menta Engineering Tool can be downloaded from the Exchange