Building Automation Knowledge Base

Issue Require details on how to configure duress events from Doors and Keypads to be registered and displayed as alarms. Product Line EcoStruxure Security Expert Environment Security Expert Cause Door and Keypad duress trouble inputs are not configured to trigger alarms when activated. Resolution Use an Event Filter to filter for specific Trouble Input events and then setup an Alarm to use that Event Filter. Configure an Event Filter for duress events by creating an event filter with the Event Type: Trouble Input<TROUBLE_ZONE_NAME>Opened If you need an alarm for when the duress trouble input is closed then also add: Trouble Input<TROUBLE_ZONE_NAME>Closed Event Types Then on the Records Tab add the specific Trouble Input(s): User Duress Code Door Duress Record Filter Create a new Alarm record under Events | Alarms. Add this Event Filter, created in step 1, to the Alarm.

Issue The SX-IPI-C documentation does not show how to stream video from the IP Intercom. Product Line EcoStruxure Security Expert Environment Security Expert SX-IPI-C Cause The currently available documentation does not adequately describe how the video stream can be viewed and that RTSP is the only streaming protocol that is supported. Resolution 1. Locate the video stream URL From the Intercoms web interface go to Intercom Settings > Video. The stream URL's can be viewed under the RTSP Information heading.   2. Configure Security Expert to use the video stream URL To view the Intercoms camera feed within Security Expert, follow the instructions on how to set up a direct camera outlined in the Security Expert Operator Reference Guide under the Direct Camera heading. The direct camera URL for the Intercom to be input here is the one found in Step 1 above.

Issue Site upgrading ES from 3.2.1.630 to 3.2.3.59. After the upgrade, some graphics and custom types are missing Before Upgrade: EBO 3.2.1.630   After upgrading to EBO 3.2.3.59   Product Line EcoStruxure Building Operation Environment Building Operation Workstation Building Operation Enterprise Server Cause Error "is not defined in the target version, discarding object ~ " is found in the upgrade log. Resolution This video demonstrates the steps to upgrade ES successfully displaying all Graphics and Custom types Upgraded ES from 3.2.1.630 to 3.2.3.59 Graphics and custom types were missing Used CP11 3.2.3.1300 to upgrade Successful upgrade showing all Graphics and Custom Types When upgrading within the same version (from 3.2.1 to 3.2.3) we must use a hotfix. We shouldn’t be using the Full installer since the work folder and original folder is the same.

Issue Unable to log in to Web Client. After filling in the username and password and clicking "Sign In" the Sign In box disappears and the Username, Password, and Language Box are shown. Product Line EcoStruxure Security Expert Environment Security Expert Server Security Expert Web Client Security Expert SOAP Cause Configuration issues are usually related to a mismatch between SOAP and Web Client security settings. Resolution Commonly this problem is resolved after re-installing SOAP and Web Client then rebooting the machine. If this does not resolve the problem then continue to check the below troubleshooting steps and gather information for support if those steps do not resolve the problem.   Is everything on one machine or are the various components spread across a number of machines? If so, where is SQL, Security Expert Server, SOAP, Web Client, and Security Expert Client installed? If different machines, provide these details to support, which components are on each and what Operating System (OS) is installed. Are you using the HTTP connection for SOAP or HTTPS? If HTTPS and SOAP are on the same machine as Web Client then try using the HTTP port. Either re-install SOAP and Web Client using the HTTP option instead of or: Browse to the soap.connect.php located at C:\inetpub\wwwroot\SecurityExpertWebClient\include.  Edit it using e.g. Notepad and change HTTPS to HTTP and change the port to 8030 so the Web Client uses HTTP to communicate with the SOAP service. Then in IIS Manager restart the SecurityExpert and SecurityExpertWeb services. If a hardware or software firewall is being used, test the connection without these enabled. If Chrome is the browser being used then test with another browser such as Internet Explorer, Microsoft Edge, or Firefox. Confirm that all Security Expert services are running and started. Confirm the SOAP prerequisites have been installed for your Operating System (OS). See the Enabling the Required Windows Features section in the SX-SOAP Security Expert - SOAP Service - Installation Guide. In this document, there is a heading with instructions for each supported OS. Confirm that a Windows local admin user has been used to install all components. If in doubt, re-install Security Expert, then SOAP, then Web Client. Confirm if Security Expert was installed with Windows Authentication selected, if so then SOAP will need to have this option enabled as well during its installation.  Determining Security Expert authentication settings after installation  Confirm that you have adequate concurrent client licenses available on your Security Expert license. SOAP uses one of these when connecting to the Data service and if none are available the SOAP connection will fail.  See Unable to log in to Security Expert Web Client - 'Too Many Connections' The Microsoft Visual C++ 2015-2019 Redistributable Package is a requisite install for Web Client. Web Client installs this as part of the setup, confirm that this was installed. Check the Windows Event Logs for Security Expert errors. Open Windows Event Viewer: browse to Windows Logs > Application. Review logs and save all events to file. Provide this to Product Support if raising a support case. browse to Applications and Services Logs > Schneider Electric Security Expert. Review logs and save all events to file. Provide this to Product Support if raising a support case. Reboot machine after re-installation of SOAP or Web Client. If SOAP was re-installed then also re-install Web Client. Please provide findings and responses to the above steps through to your local support channel for additional assistance should the problem continue.  

Issue Need to manage car park usage based on the company associated with each vehicle. Product Line EcoStruxure Security Expert Environment Security Expert Controller (SP-C) Cause Area counting can be configured to count the users with a defined access level who are present in the area. In a shared car parking application, this can be used to limit the number of parking slots assigned for each company. Resolution The steps below are based on AN 278 Security Expert - Access Level Area Counting - Integration Guide Navigate to Users | Access Level and create an access level for each company and take note of the database ID for each access level.   Navigate to Automation | Data Values and create the following data values for each company: Counter data value: This will be used to store the current car count for each company, take note of the database ID for Counter data value.   Setpoint data value: This will allow the operator to define the maximum number of parking areas assigned for each company. Ensure that the Preset Power Up and Preset Value options are selected.   Assign these data values to variables, which allow data values to be monitored via a floor plan or status page. Navigate to Automation |Variables and create one variable for each Data Value record.  Enable area counting:  Navigate to Programming | Areas and select the relevant area to enable area counting in.  Select the Options 1 tab.  In the Reporting Options section, enable the Enable User Counting option.  Click Save. Set The Max User Count to define the maximum number of users that the system will allow to occupy an area. Navigate to Programming | Areas and select the area to configure. Select the Configuration tab. In the Setup section, enter the maximum area occupancy in the Max User Count field. Click Save. Important: The Max User Count cannot be left at zero for area counting. If occupancy restriction is not required, an unrealistically high value should be set to implement area counting without restricting access. The CountOnAccess function needs to be defined for the parking area, using the counter data values that will record the count and the access levels that will determine which users will be counted. Navigate to Programming | Areas and select the area to be configured. Select the Configuration tab. Scroll down and enter the following command into the Commands field: CountOnAccess=W[X,Y,Z]where:  W refers to the Database ID of the relevant Counter data value and,  X, Y, Z refer to the Database IDs of the included access levels Up to 16 comma-separated access levels can be included in each command. Up to four commands can be applied to each area. Each command must begin on a new line. Virtual outputs are required for the system to be used on the programmable functions. The number of virtual outputs depends on the number of companies.  Navigate Expanders | Output Expanders and add a new output expander (16 outputs). Ensure that the Virtual Module option is selected, and the module address is set to a high number (e.g. 32). Navigate to Programming | Outputs and assign appropriate names to the new virtual outputs, as below screenshot.                                                         One programmable function for each company is required to compare the current car count with a setpoint.  Navigate to Automation | Programmable Functions and create one function for each company with the following settings; Type: Value Compare. Out to Enable This Function: Function Enable (This is optional, Function will operate only when the enabled output is on. Output can be controlled manually or linked to a time schedule if required. If no enabled output is set the value compare function will run continuously.). Activate Output when Below Set Point: Company X Under the Limit. Analog Input Data Variable Register: Company X Data counter. Set Point Data Value: Company X Data Setpoint. Where X is the company number. One Schedule is required for each company to enable or disable access based on programmable function output. Navigate to Sites | Schedules and create one Schedule for each company that is always valid (i.e. from 00:00 to 00:00, for all days of the week and ignoring holidays). Select the Options tab and select a Qualify Output: the schedule should be valid when the Company X under the limit output is On.  Navigate to Users | Access Levels, in the Configuration tab of each company access level assign the relevant schedule in the Operating Schedule field, or in the Doors tab you can apply the Schedule to specific doors, ex. park gate. Create Status Page or Floor Plan to monitor the system. In the example below, the user from the company will not be allowed access because his company has used all assigned parking slots.   

Issue If an application hangs or crashes, Windows systems are sluggish or have problems, or new software fails to install properly one of the first places to look for information on what may be happening is the Windows Event Log. Product Support personnel may ask to see a copy of the Windows Event Log. Product Line TAC INET, TAC Vista, Andover Continuum, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, Field Devices, EcoStruxure Building Operation, Other, EcoStruxure Building Expert, Access Expert, Security Expert Environment Windows Operating System Cause If an application hangs or crashes, Windows systems are sluggish or have problems, or new software fails to install properly one of the first places to look for information on what may be happening is the Windows Event Log. Resolution   Open the Event viewer by one of the ways below: Start Event Viewer by pressing Windows key + R to open the Run dialog box and type eventvwr. Right-Click on "This PC" and select "Manage" then navigate to Computer Management (Local) > System Tools > Event Viewer. Select the type of logs the need to be exported. Application, Security, and System logs in the Windows Logs and Schneider Electric Security Expert logs under Applications and Services Logs (for Security Expert cases) are required.  For each log, view recent messages then click the "Action" menu and select "Save All Events As". Enter the log name, include the log type (Application, Security, or System) in the log name, and location the click "Save". For non-English Windows, make sure to select English (United States) in "Display information" then click OK. 

Issue Data Sync Service won't run after installation Product Line EcoStruxure Security Expert Environment Security Expert Server Cause Mismatch in authentication type during the installation of Security Expert Server and Security Expert Soap Service Resolution First completely uninstall the Security Expert Soap Service and Security Expert Server... Then reinstall Security Expert Server ensuring to UNTICK the box to hide advanced database configuration options When asked about Customize WCF TCP/IP Port, make note of your selection. Please note that using TLS 1.2 is the recommended method for authentication. Then reinstall the Security Expert Soap Service matching up the authentication type used for the Security Expert Server.

Issue The WorkPlace Tech application drawing contains a hardware tag that is outlined in red and displays this error message when viewing the right-click Display Errors option for the tag Product Line TAC IA Series, EcoStruxure Building Operation Environment I/A Series WorkPlace Tech Building Operation Workstation (WorkPlace Tech Editor) Microsoft Visio Cause The issue may be caused by incorrect copying and pasting of objects inside or between drawings.  An absolute cause has not been determined  Resolution Open the application in WorkPlace Tech or Editor.  Don't open the .vsd or .vsdx file in Visio alone. Enable the Developer in the Visio ribbon. File/Options/Customize Ribbon/check "Developer"  The Developer must be enabled to have the Show ShapeSheet option available  Right-click the Input object and select Show ShapeSheet In the ShapeSheet:  Step 1. Select the corrupted string for the Connection Points Step 2. Delete the string Step 3. Click the green check mark to save Unlink and Relink the connector between the previously corrupt object, UI01 in this case, and the Analog Input object.  Note, that this could be a Binary Input object as well.  This will add the correct string to the Connection Points.  

Issue What is the impact of the network traffic at the TCP/IP level when running a TAC Vista system?  Product Line TAC Vista Environment Vista Server Cause The system architecture of a TAC Vista system consists of two layers: the TCP/IP layer and the field bus layer. For the TCP/IP layer, the TAC Vista system typically resides on a customer’s intranet. The field bus is twisted data cable using the LonTalk® protocol at 78 kilobits per second.   Connected to the TCP/IP layer will be the primary workstation (referred to as a server by TAC, but not by IT professionals), operator workstations, web servers, web clients, IP to LON® gateways (with routing capability) and in some cases, hardware-based web servers (TAC Xenta™ 511/527). Resolution Please download the following PDF document for details: Download   So what is the load on the intranet as a result of a TAC Vista system? It depends on the number of TAC Vista Servers and the number of TAC Vista workstations that are in use simultaneously.   What is certain is that the individual contributors to intranet bandwidth use are all very small in comparison to the capacity of a 10 or 100 megabit per second intranet

Issue Unable to use the “Contact Open” nor the “Battery Low” statuses of a SED-WDC-G-5045 on EBO.   Product Line EcoStruxure Building Operation Environment Building Operation Workstation Building Operation Automation Server Premium Cause The SED-WDC-G-5045 points (Contact Open, Battery Low and others) are not exposed individually but in a string of 10 points, bit 0 to bit 9.     Resolution 1. Add a: New object / Program / Script program. 2. Rename it to identify it, in this example it has been renamed Script program SED 3. Right-click on it, click on Edit, Script Editor window will open 4. Paste the below 4-lines script 5. Save 6. Change the “Type” from “Floating” to “Boolean” 7. Save 8. Close Script Editor window   Numeric input IASZone Numeric output ContactOpen, BatteryLow ContactOpen = (IASZone Bitand 2 ^ 0) > 0 BatteryLow = (IASZone Bitand 2 ^ 3) > 0       9. Right-click on “Script Program SED”, click on “Edit bindings” 10. Drag the “IAS Zone” point and drop it on the “Input / IASZone” bindingSave     12. Create a Digital Value 13. Bind it to the Contact Status point from the” Script Program SED” output. 14. Save      

Issue When launching Workplace Tech or Workplace Tech Editor (EBO), the Workplace Tech ribbon does not appear or displays an error indicating it has not executed. Product Line TAC IA Series, EcoStruxure Building Operation Environment Building Operation Workstation (Workplace Tech Editor) I/A Series WorkPlace Tech Cause Smartware Studio 360 release 5.1.540 and later contains a 64-bit version of the Microsoft Access database.  It was modified to allow for installation with either Office 32-bit or 64-bit.  Workplace Tech and Editor requires a 32-bit version of Visio.  Microsoft normally does not allow 32-bit and 64-bit applications to be installed on the same OS.  Because of this, the COM Add-in for the Workplace Tech ribbon can fail. Resolution The Microsoft Access DataBase engine can be uninstalled in the Programs and Features of Windows.  For Studio 360 to function properly, it will need to be reinstalled.    

Issue Switching between LON communication methods within WorkPlace Tech may require a WorkPlace Tech and a LON tunnel client service restart. Product Line TAC IA Series Environment I/A Series WorkPlace Tech 5.9.3 and previous Cause When dynamically switching between LON communication methods within WorkPlace Tech (i.e. LON interface card to LON tunnel client), WorkPlace Tech communications may not initiate communications through the tunnel client properly. Resolution When this condition occurs, restart both WorkPlace Tech and the LON tunnel client as follows.   Save and close any open WorkPlace Tech applications and projects. Shut down the WorkPlace Tech tool. Restart the LON tunnel client service (Niagara LON Tunnel) within the Windows operating system services.  Verify the Niagara App Tunneling settings in Windows Control Panel. Please note, that any changes to the LON Port Name require a reboot of the computer. Start WorkPlace Tech and verify the WorkStation Communications Settings (i.e. network interface device driver and VLon device check box). Note: This does not apply to WorkPlace Tech 5.9.4 and newer encrypted tunneling in N4 Jaces.

Issue Proper handling and preparation of existing .vsd files help eliminate the crashing and lockup of the Visio application. Product Line EcoStruxure Building Operation, TAC IA Series Environment Workplace Tech Editor EcoStruxure 1.9.x - 3.2.3 Workplace Tech 5.9.1 - 5.9.4 Visio 2013, Visio 2016 Note: This does not apply to Workplace Tech Editor EBO 2022 (and newer) and Workplace Tech 5.10.x Cause The product is affected by the version of Visio in use as well as the file size and unused objects in the drawing. Resolution When using Workplace Tech 5.9.x with Visio 2013 or 2016, the file has to be opened in "Compatibility Mode." DO NOT CONVERT. Illustration 1 While the .vsd file is open in Visio, not in Workplace Tech, use the "Reduce File Size" option and select the boxes in Illustrations 1&2. Illustration 2 In Visio 2016, after opening the "Inspect Diagram," (Illustration 3), select the first 3 boxes in the "Reduce File Size" option (Illustration 4). Illustration 3 Illustration 4 Save the file for use in the Workplace Tech Project or to be imported into your AS-P as a .vsd. Add the "cleaned" file to your project or import it to Workplace Tech Editor. Make sure the Visio 2013 or 2016 is at the most recent version and build. You can find this under the file/account/About Visio. If Version 1802 is available in your Microsoft Office update Channel, use it. Version 1801 was used in testing. For Visio 2013 Build 15.0.4971.1000 MSO 15.0.5007.1000 was tested (Illustration 5) Illustration 5

Issue Procedures to purchase and unlock a permanent copy of WorkPlace Tech Tool (Asia Pacific customers) Product Line TAC IA Series Environment I/A Series WorkPlace Tech Tool software version 5.x. Cause WorkPlace Tech unlock code request should not be sent directly to Customer Care since orders in Asia Pacific are placed through Hub Asia.  Resolution 1. Install WorkPlace Tech. 2. After installation, generate the codes required to request an unlock code. 3. Complete the Unlock Code Request Form or output it to the file (InVueOrder.txt). Submit the form or the file together with the purchase order to your local orders processing team.  The procedure to generate the order codes can be found in the WorkPlace Tech Tool Installation Instructions. 

Issue Need to upgrade sites with Report Server to EBO 2022 or higher. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Report Server Building Operation Timescale Database Cause WebReports/Report Server isn’t supported in EBO 2022 (V4.0) or higher. Resolution Since WebReports/Report Server isn’t supported in EBO 2022 (V4.0) or higher, there is a Data Migration Assistant (DMA) tool available which read data from a WebReports 3.x and write it to External Log Storage. You use External Log Storage feature to store historical data from EcoStruxure BMS. The amount of stored data is limited only by the equipment you use, and not by the capacities of the feature.  When the External Log Storage feature is activated and configured, WorkStation and WebStation display the historical data in the event and trend views from the External Log Storage. Any server in the system can be configured to write historical data to the TimescaleDB database.   Data Migration Assistant (DMA) Tool can be downloaded from here. License required: External Log Storage requires license, refer to Software and Features that Require Licenses and Part Number Summary and Hardware Software Matrix  Hardware and Software requirement for External Log Storage: Ensure that the hardware and software requirements for TimescaleDB (www.timescale.com) and PostgreSQL (www.postgresql.org) are met. High-performance SSD storage is required and additional CPU/RAM capacity is required for larger EcoStruxure BMSs. As an example, at least 64 GB of RAM is recommended for systems with 100 EcoStruxure BMS servers. Refer to: Information Technology System Planning Guide (se.com) Merging Log data: External Log Storage decreases the amount of extended trend logs retained on the EcoStruxure BMS servers. You can merge log data from an extended trend log to the source log in External Log Storage. For more information, see Merging of Trend Log Data. Enhanced Reporting (XLSX Report Templates): The EcoStruxure BMS servers (3.2 or higher) provide built-in functionality for basic reporting that can deliver reports in any text format and XLSX, without any dependencies to other external software. Reports for XLSX can be enriched by using advanced functionality such as formulas, conditional formatting, charts and sparklines. If External Log Storage is configured and connected (PostgreSQL/TimescaleDB), then historical report data can be fetched from there. Refer to: Examples for the new native EBO Notification Reports - Communities (se.com)  

Issue Is it possible to edit a document object like a text file from WebStation? Product Line EcoStruxure Building Operation Environment Building Operation WebStation Cause From WebStation, it is only possible to view a document. Resolution No it is not possible to change a document object from WebStation.   For other differences between WorkStation and WebStation, see the online help topic WebStation and WorkStation Differences

Issue "Software file not found: 7797**.bin" when downloading bin on a 7797 ICI Product Line TAC INET Environment I/NET site with 7797 Cause Error Message in software file not found: 7797**.bin when downloading bin on the 7797 ICI Resolution The reason the Software Restore command is looking for a 7797**.bin file during the download is due to one of two reasons. The ICI has not been configured in the Edit->Controller->Configuration screen to specify the ICI type. Example: 12 for BacNet, 15 for Modbus. Copy corresponding bin file under /Support/Bin/ in the installation CD of I/NET to the Data directory. The download should be OK now.

Issue EBO can't overwrite notification report file. "System alarm: File access error: sharing violation:" Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Workstation Cause Notification file is used by another program and "Uniqueness" paramter is set to "None" so EBO can't write on it, ex, Microsoft Excel opens the notification report.  Resolution Make sure that notification report is not used be another program, ex. Microsoft Word or Excel. If the program locking the notification file is not known, Windows Resource monitor can be used to know which process is locking the file, as below: Press Windows key+R to open "Run" dialog box. In "Run" dialog box, write “resmon” and pres Enter. In Resource Monitor "CPU" tab, expand "Associated Handels"  In "Search Handels" box, write the notification file name. In "Image" tab, note the process name. To end the process which is locking the file, Right-click on the process and then click on “End Process”. It is also possible to append or prepend a timestamp to the file name, so EBO can generate a new file each time.

Issue Attempt to download license and see the below error. Failed to request license Error: Failed to store licence file Exception HRESULT:0x8007051B) (0x0000051B)   Failed to request license Error: Failed to store licence file Exception HRESULT:0x8007051B) (0x0000051B) Product Line EcoStruxure Security Expert Environment Security Expert Cause This error could be caused by a folder permissions issue. Usually occurring when Security Expert was installed without proper permissions to edit the folder or parent folder of where the license is stored. Alternatively it can be caused by a domain user account and local user account having identical names since Security Expert doesn’t know which user to check the permissions of when trying to save the license file. Resolution The possible solutions are shown in the order that they should be attempted: Right click the Security Expert license folder, (usually "C:\ProgramData\SchneiderElectric\SecurityExpert\License")and ensure that the Windows user has permissions to modify and view the contents of the folder. Ensure that the there is no local windows user with the exact same name as a domain windows user (e.g. LOCALHOST\admin, as well as ACME\admin). If this is the case change the name of one of the windows users so it doesn’t exactly match the other.  Perform a manual registration. Generate the .req file, go on the Licensing page, fill the form and download the license file. Then use the Browse button to import you license in Security Expert.

Issue When the time is changed on any TAC Xenta unit using the TAC Xenta OP, all TAC Xenta devices in that group will have their time changed by the same amount. Product Line TAC Vista Environment TAC Xenta Programmable Controllers TAC Xenta Group TAC Xenta OP Cause The time parameters will be considered during this broadcast. This occurs when you change ANY controller, not just the group master. Resolution For example, the time is changed on one controller. It will add the minutes in its time zone field and broadcast the time as GMT. The other controllers in the group will receive the message, subtract their time zone minutes, and change their own time.