Building Automation Knowledge Base

Issue Detailing configuration and starting DWiz on a computer running EcoStruxure for Buildings Operation. Product Line EcoStruxure Buildings Operation Environment Building Operation Workstation Xenta 281 Xenta 301 Xenta 401 Cause DWiz (Download Wizard) was a part of the TAC Vista installation, but not so commonly used in EcoStruxure Buildings Operation, and therefore no longer included in the Start menu. It is however still installed and could be started from Windows File Explorer. Resolution   Verify the Com port used. If your computer does have a serial port, this is normally Com1 or Com2. If you are using a USB to RS232 adapter (like Aten), you could get a much higher number. The program requires a port number between 1 and 9. You may need to change the port number. This could be done via Windows Device Manager. In Windows File Manager, go to the directory where EcoStruxure Buildings Operation Workstation is installed. Here you will find DWiz.exe as well as MentaSetup.exe. Start MentaSetup.exe, adjust Com Port, select Apply and Close. MentaSetup        5.  Now it should be possible to start DWiz.exe located in the same directory.

Issue Despite using valid credentials at the Web Client login screen, the attempt fails with no error being shown and the user is dumped back to the login screen once more. These login failure events can be seen in Windows Logs with the error 'Too many connections' Event Viewer > Applications and Services Logs > Schneider Electric Security Expert Product Line EcoStruxure Security Expert Environment Security Expert Server Security Expert Web Client Security Expert SOAP Service Cause When the SOAP service attempts to connect to Security Expert it performs an Operator login to the Data Service, pulls/pushes the information it needs, and then closes the connection. If all concurrent Operator Logins are already in use (with Thick Client connections for example) SOAP will not be allowed to log in, and any services requiring the SOAP connection will not work. The specific operators that are consuming the licenses can be seen once again in Windows Logs Event Viewer > Applications and Services Logs > Schneider Electric Security Expert An Operator Logging on is shown as a 'New Operator Logon' Event (Concurrent Client + 1) Operator Log in An Operator Logging off is shown as a 'Remove Operator by Disconnect' Event (Concurrent Client - 1). Operator Log off Resolution If all the Client Connections are being consumed with Thick Client logins etc, then reduce the number of connections that are logged in at any given time or purchase an additional concurrent client license SX-CLNT so there is always one free for SOAP to use. Note:  SOAP will only use one concurrent connection even if it has multiple services connected to it, so you would not need multiple client licenses if you had Web Client, Data Sync, and EWS, for example.

Issue When attempting to login to Security Expert Web Client the below error is seen. The communication object, System.ServiceModel.Channels.ServiceChannel, cannot be used for communication because it is in the Faulted state. Product Line EcoStruxure Security Expert Environment Security Expert Web Client Cause The typical cause of this error is a mismatch in the security bindings between the SOAP Service and the Security Expert Data Service. For example if you enable the Windows Authentication checkbox in the Security Expert installer but not in the SOAP Service installer (or vice versa) then you have a mismatch. Resolution Either uninstall the SOAP service and update the checkbox selection to match whatever was selected in the Security Expert installer, or follow the instructions under Troubleshooting | Communication Fault/Failure in the SX-WEB - Security Expert - Security Expert Web Client - Installation Guide for editing the config files of the SOAP service to match the Security Expert Data Service.

Issue When reviewing events from Doors or Users, the below error is shown. The communication object, System.ServiceModel.Channels.ServiceChannel, cannot be used for communication because it is in the Faulted state. Error - The communication object Product Line EcoStruxure Security Expert Environment Security Expert Server Security Expert Client Workstations SP-C Controllers. Cause Firewall and/or Port settings are incorrectly configured. Certain ports must be opened to enable communication between the server, client workstations, and controllers. Resolution Check the Firewall to ensure that all required ports are open between the Security Expert Server, Security Expert Client Workstations and the SP-C Controllers. Refer to the IP Networking Ports section in the SX-SRVR Security Expert - Networking Guide for Administrators - Reference Guide for details on required ports.

Issue Instructions on how to configure a Bosch Integration on Version 3. Product Line Access Expert Environment Access Expert Version 3 Microsoft Windows 8.1 and above Access Expert Hosted software with Bosch integration Access Expert Premise with Bosch integration Cause Configuring a Bosch Integration on Version 3 to communicate to Access Expert. There are certain settings that need to be configured from both the Access Expert side and Bosch so that the integration can be seamless and function as designed. Resolution One of the first things when doing this Integration is to have the Bosch Appliance ordered and installed on the Network where the Bosch Panel resides. The device comes pre-configured from Feenics and all that is needed is to make the necessary changes in Access Expert using the following steps: 1. Verify that the connected instance does have the Bosch Services Enabled by going to the Hardware Provisioning and looking at the Bosch Services.  2. Click on the Bosch Services. 3. This entry would come up automatically as it was preconfigured into the Hosted Instance by Feenics. 4. Click on the Panels label and add the Bosch Panel Type from the dropdown. 5. Enter the necessary values on the various fields that correspond to the Bosch Panel, the Password must match what the Bosch Panel is using. 6. Import the Configuration and then save and close. 7. On the Bosch Panel verify that the Port is set for Port 7700, Automation Mode is set to 2 and the Firmware is 2.0 or greater If changes need to be made, you need to first connect to the Panel from RPS > make the changes > sync to the panel > disconnect from the panel Go into the appliance and stop/restart the Feenics Bosch Service within Windows Services 8. Make the necessary changes if needed then save and recycle power 9. Bring up the Hardware Tree and verify that the Panel is Online and communicating 10. All preconfigured Areas, Points, and Outputs will show up in Green, indicating that everything is working properly.

Issue OEM conversions allow for a non-Access Expert/Feenics Mercury board to be converted to an Access Expert board. This is only applicable to the IP level controllers and the AX-OEMC codes are not needed for the downstream controllers.  The process will change the OEM code within the Device info page of the controller. This allows the board to receive the correct firmware and operate within Access Expert.  Product Line EcoStruxure Access Expert Environment Access Expert Controller Cause Not all controller boards are compatible with Access Expert by default Resolution To perform the OEM conversion on an intelligent controller, an AX-OEMC code is needed per IP Controller connected to your system.  These are ordered through iPortal and will require some specific information from the customer's site.  With your order, please include (both are located on the white sticker located on the actual controller: Model of controller Serial number Email address for recipient The OEM flash code will be emailed to the person whose email address is used in the order as the recipient.  To convert the controller: Using IP Server. Connect directly to the controller with an ethernet cable Locate the IP address of the controller (The default IP address can also be used). Go to the 'Host Comm' section of the configuration manager. Set the connection type to 'IP Server'. Take note of the Port Data Security should be set to none or TLS if Available Save and apply changes. Open the OEM & firmware utility. Download Here Set the controller connection type of the utility to 'Server'. Enter the MAC address of the controller. Enter the IP address of the controller. Enter the TCP port used by the controller. Select 'Connect'. Once connected, enter the Authorization code provided by Schneider Electric. Select 'Convert'.   OEM conversion complete. Once the conversion has been completed, the panel will need to be set back to the IP client to connect to the Access Expert Mercury Communication Servers. See the Configuring Controllers for IP Client page for instructions.  

Issue Many LonWorks network installation problems can be avoided if the appropriate network design rules are followed when the network is being designed. Product Line TAC IA Series, TAC Vista, Satchwell Sigma Environment I/A Series MicroNet (LON) Controllers Satchwell Sigma MicroNet series LON Controllers Vista Xenta Controllers Cause The I/A Series MicroNet System Engineering Guide (F-26507) was written as a resource of information for the installation of the I/A Series MNL-100, 200 & VAV controllers as well as the Sigma MicroNet 440 and 620 controllers.  The Resolution, below, is a summary of the LON design rules presented in this document. Resolution FTT-10 LON network wiring must be installed using Echelon-approved wire.  The most common type of wire used is described as Category 4  cable.  This wire is normally unshielded stranded twisted-pair 22AWG (0.65mm).  An example of this wire is the W221P or W222P series cable from Connect-Air International (http://www.connect-air.com).  This type of cable is normally available both in plenum rated and non-plenum rated types.  Consult the job specifications to determine if plenum-rated or shielded cable is required. The LON network can be wired using "Free Topology" or "Bus Topology" wiring segments.   1.  BUS Topology Guidelines BUS Topology LonWorks wiring extends from device to device (daisy chain format) with no branches or stubs. A LON-TERM-2 terminator must be installed at each end of the LON bus. When using standard Category 4 LON cable with the recommended terminators, the bus may be up to 4593 feet (1400 meters) in length. When extending LON wire to the MN-Sx sensor base in a bus topology network, the sensor base must be wired as part of the daisy chain and not as a stub connection. 2. FREE Topology Guidelines Free Topology imposes essentially no restrictions on the layout of the network -- some controllers may be wired point to point and others branching from a common point.  The free-topology LON network must be terminated at one point with a LON-TERM-1 terminator. When using standard Category 4 LON cable, the total wire length in a free topology LON network may not exceed 1641 feet (500 meters).  In addition, the longest wire path between any two controllers on a free topology LON network may not exceed 1312 feet (400 meters). 3. Common LON Network Wiring Guidelines LON wiring can not be part of an active bundled telephone trunk even if the telephone trunk is wired with Category 4 wire. Shielded Category 4 wire may be used in high EMI/RFI environments.  The shield must be wired continuously and grounded through a 470 Kohm resistor at one end. LON wiring must not be bundled with or housed in the same conduit as controller I/O and power wiring.  4. LonWorks Network Wiring and Addressing Guidelines When the number of controllers on a LonWorks network exceeds 60, the network must be split into segments with not more than 64 controllers or devices per segment using LonWorks Repeaters or Routers.  When counting the controllers and devices on a LonWorks network segment, a LonWorks Network Interface Device and the repeater itself must be included in the device count in each segment. In a LonWorks network containing repeaters or routers, each LonWorks network segment must be properly terminated, as described above. Domain / Subnet / Node addressing is used when configuring the LON controllers. A LonWorks Subnet consists of a series of LonWorks controllers all configured within the same LON Subnet number. A single LonWorks Subnet can have a maximum of 127 device and controller Node addresses.  This Node address count includes the LonWorks Network Interface, all controllers on the subnet, and repeater and/or router node addresses.  An allowance is typically made for additional addresses to be used by LonWorks tools connected to the Subnet.

Issue How to troubleshoot a communication issue with the Sigma interface Is there a log available within the ES that shows the Sigma communication between Sigma controllers and the ES Product Line EcoStruxure Building Operation, Sigma Environment Building Operation Workstation Building Operation Enterprise Server Cause When troubleshooting Sigma issues in an ES it can be helpful to see the communication between the Sigma controller and the Sigma interface in the ES to help identify this issue. The trace log within the ES is available and is configured as described below in the resolution. Resolution The level of logging for Sigma in the Trace Log needs to be increased: Open Workstation and navigate to [ES name]/System/Modules/Trace/Loggers/nsp/nsp.pin. Right-click "nsp.pin.sigma" and choose Properties. Under Level, change from "Information" to "Trace", then click ok. Let it run a few minutes. If there are some user input needed to recreate the Sigma issue, then perform these steps now. e.g. If ifs a graphics issue then run the respective graphic. Retrieve the log by right-clicking [ES name]/System/Modules/Trace/TraceSettings and choose Trace settings->Get trace log.  Save the log file. A useful tool available on the Community, the Sigma decoder can be used to assist in viewing/debugging the Sigma trace log file information saved in the previous step. Once debugging is complete remember to change log level back to "Information" (reverse of step 3).   Note: If the ES is restarted for any reason whether by manually stopping in the Software Administrator or other, the nsp.pin.sigma will default back to 'Information'.

Issue There is a Security Expert 37-Bit Reader Format in the Security Expert system (formerly Schneider Electric 37-Bit)   Product Line Security Expert Environment Reader Formats Cause Is the Security Expert 37-Bit Reader Format in Security Expert the same as the Infinity 37-Bit Wiegand Format used in Continuum and if so, can this be selected for transitioning systems? Resolution The Security Expert 37-Bit Reader Format in the Security Expert system is not the same as the Infinity 37-Bit Wiegand Format used in Continuum.  Infinity 37-Bit cards transitioning to a Security Expert system will need to be accommodated using either Custom Formats or Custom Credentials.

Issue Many users are unsure of the implication of the field "Interval time zone" in the Trend Log configuration window. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server Building Operation Automation Server Premium Cause The setting "Interval time zone" under the Trend log configuration has caused some users to believe that this setting stores trend data in either "UTC" or "Server local time" Resolution The trend log data is always stored in UTC time, regardless of the option selected under this setting. This setting is intended for preventing problems with Daylight Savings Time (DST) when the logging interval is more frequent than 1 hour. See Interval Trend Log Properties – Basic Tab in EcoStruxure WebHelp. NOTE: When the interval is longer than 1 hour and you want to continue to log that interval after a DST change, use Server Local Time. For example, the log interval is every 24th hour at midnight and you want to continue to log at midnight even after a DST change, so you use Server Local Time. During the DST change in the Spring, the log sample will register after 23 hours. After the DST change in the Autumn, the log sample will register after 25 hours. Interval Time zone 

Issue Accessing Continuum Security Key information using MMC to determine what features are enabled. Product Line Andover Continuum Environment Continuum Security Key Cause Users need the ability to know what version of Continuum is supported on their key Resolution Note: The MMC method for viewing enabled key features mentioned below no longer works with Windows10 or greater and because of CyberSecurity issues ActiveX controls have been deprecated by Microsoft in favor of more secure web technologies.  This feature will not be updated for Cyberstation.   Some Cyberstations do not have Microsoft Office with Excel installed but the security key information may be accessed using Microsoft Management Console instead. Go to Start> Run, Type in MMC.exe and click OK Select File> Add/Remove Snap-in Click the Add button (bottom left) Click On ActiveX control and click Add Click Next while in the Insert ActiveX Control dialog Scroll Down until you find SecurityKeyReader Control and highlight it and click Next Leave the default name and click Finish Close the Stand Alone Snap-in dialog Click OK on the Add/Remove Snap-in dialog Click on the SecurityKeyReader Control and highlight it and it will display the Key info If you want to save it, File> Save and enter the name SecurityKey.msc Windows 7  (32-bit system) Go to Start> Run, Type in MMC.exe and click OK (64-bit system) In Command Prompt  enter  mmc /32 Select File> Add/Remove Snap-in Click On ActiveX control and click Add Click Next while in the Insert ActiveX Control dialog Scroll Down until you find SecurityKeyReader Control and highlight it and click Next Leave the default name and click Finish Click OK in the Add or Remove Snap-in dialog Double click on the SecurityKeyReader Control in the right-hand pane and it will display the Key info If you want to save it File> Save and enter the name SecurityKey.msc To reopen Go to Start> Run, Type in MMC.exe and click OK File> Open and select Ex. SecurityKey.msc To copy to another computer File Search> Enter SecurityKey.msc (or whatever you named it above) Copy the file to the other computer and paste it into the Administrative Tools folder Ex. C:\Documents and Settings\Administrator\Start Menu\Programs\Administrative Tools  

Issue AS-B/P is unable to upgrade to the EcoStruxure Building Operation V3.2.x from out-of-the-box or DFU mode. When checking the upgrade progress file, you receive the following error: Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Premium Building Operation Automation Server Bundled Cause In V3.2.1, the change was made to use IP-over-USB as a way to communicate faster through the USB. Due to this, IPv4 and IPv6 need to be enabled on the connected device running Device Administrator. Resolution Check to make sure IPv6 is enabled on your machine. Open a Command Prompt window and run the "route print -6" command If it only shows two IPv6 addresses then IPv6 is disabled and you will need to enable it To enable IPv6 Open Registry Editor on your Windows Machine Navigate to: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip6\Parameters\ Double-click on DisabledComponents to edit Change value from "FF" (IPv6 disabled) to "00" (IPv6 enabled) Note: The Disabled Components registry value does not affect the state of the check box. Therefore, even if the Disabled Components registry key is set to disable IPv6, the check box in the Networking tab for each interface can still be checked. This is the expected behavior. Note: You must restart your computer for these changes to take effect.  

Issue The Security Expert Programming Database appears to be rapidly growing overtime in a way that is not related to the size of the installation or the development of the site. The growth appears to be time related in the same way one would expect the Security Expert Events DB to grow as more and more access events are logged. Product Line Security Expert Environment Salto Integration Cause There is an option within the Security Expert / Salto Ship Integration config to 'Enable logging' in the SX database.    This can be very helpful for troubleshooting integration issues e.g. Salto Sync events as they come into Security Expert.  However it is only intended to be used during short testing phases and should not be left on for long periods.   Leaving Salto Logging on during normal operation  will continue to store all Sync Event data in the Security Expert Programming database indefinitely. Note: If SX Programming Database grows to approximately 10GB, SQL Express installation will cease to function. Resolution The most important first step is to ensure 'Enable logging' is deselected in the Security Expert Salto Integration Config. This will stop the Programming Database from rapidly growing any further.   Once this is done, contact Product Support Services (PSS), who will be able to truncate the unwanted Salto Logging data from the SX programming DB and reduce your SX Programming Database to its original size if required.

Issue The WorkPlace Tech and WorkPlace Editor add-in for the VisioRibbon is available in the toolbar of Visio but all or some of the functions are unavailable. Product Line TAC IA Series, EcoStruxure Building Operation Environment I/A Series WorkPlace Tech 5.9.x, 5.10.4 Building Operation Workstation (WorkPlace Tech Editor) Microsoft Visio 2010, 2013, 2016, 2019 (WorkPlace Tech 5.10.4 only) Cause There may be one or several of these situations causing this behavior depending on a combination of products installed. The Visio installed is an unlicensed product or in its evaluation period and not registered  The Visio installed is not properly updated There is an error in the WPDispatcher.msi Resolution Review the proper area for the Visio you are using to assure the product is registered; Visio 2010 Visio 2013/2016/2019 If the Visio is part of a subscription-based product, it will be noted as such rather than saying the product is activated. Thoroughly read this Knowledge Base Article for the information required to assure your Visio is properly updated. Workplace Tech 5.9.3 / Workplace Tech Editor (EBO) Microsoft Security Updates required for Visio and Office  To correct any possible WorkPlace Tech or Editor (SBO/EBO) dispatcher problems, Follow the path C:\Program Files (x86)\WorkPlace Tech to the WPDispatcher.msi and "right click / Uninstall" Do this for each version of SBO or EBO installed that has Workstation with WorkPlace Tech Editor.  Here is the path C:\Program Files (x86)\Schneider Electric EcoStruxure\Building Operation X.Y\WorkStation or C:\Program Files (x86)\Schneider Electric StruxureWare\Building Operation X.Y\WorkStation (X.Y will be the version installed i.e 3.1).  Perform the same Uninstall of the WPDispatcher.msi.  The picture below is what will appear if the dispatcher has been removed or was not previously installed.  This message is expected. Open the WorkPlace Tech or the WorkPlaceTech Editor.  The WPDispatcher.msi will run the correct version.

Issue Sigma server fails when a Data Import is initiated during a Sigma transition Product Line EcoStruxure Building Operation, Satchwell Sigma Environment Sigma Building Operation Enterprise Server Cause Sigma server fails when an EBO data import is initiated. Resolution It is important that the Sigma Database is checked with the Doctor utility (found in SigmaX) before a Sigma transition into EBO is undertaken. Longtext - Longtext file contains 'mandarin' type characters - probably from previous BAS/Sigma upgrades. If the file contains these, then Longtext has probably not been used in the past or not used currently. Delete the file (located c:\sigma\data), it will self re-create. Shorttext - Shorttext contains an incorrectly formatted entry. Find entry and correct. To find, delete 1 -250, if it continues to fails, the entry in question will be in the range 251 to 500 and keep halving until the entry is found. Index A errors - index contains a looping segment, where the page references itself. Correct index as necessary using SigmaX - Doctor. Index A errors - page is referenced more than once, i.e. the index page can be opened via two (or more) routes. Correct Index as necessary using SigmaX - Doctor. Note: the Index should be checked with SigmaX before a transition. Object corruption - open object in Sigma, if it fails to open, then correct by whatever means that is required, Sigma server will fail at a point during the Data Import. Log Sets - Fail to import log sets. To find, in Sigma, locate the logset.rec in the c:\sigma\data\server...folder file, take a copy. In Sigma, delete 50% of the log sets and try the import again. If it fails, delete another 50% and repeat. Or if it succeeds, then the issue may lie in the 50% of log sets originally deleted, re-instate these using the copied logset.rec file and try again by deleting the other 50% and so forth.

Issue Controller cold starts after power fail Product Line Andover Continuum Environment Continuum 1.x CX BCX Cause ACCRestartMode system variable is set to Cold Start Resolution Change the ACCRestartMode system variable. See the bCX1 Controller Technical Reference Guide Rev F  document page 55 onwards for an explanation of the changes that are required.

Issue Customers may need a copy of their License Entitlement certificate Product Line EcoStruxure Building Operation Environment Building Operation Licensing Cause Missing Entitlement certificate  Resolution Customers have access to the following link, where they can use the Entitlement ID or Activation ID to login to the Licensing page: License Page information After logging in, select the “List Entitlements” under “Activation & Entitlements” on the top. Tick the checkbox in front of one Activation ID (ACT), select View/View certificate Now, a new page pops up which contains the Entitlement Certificate information. This can be saved or printed.

Issue Users asked if it is possible to do a warm and cold starts of the Automation Server using the reset button on the physical hardware Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation Cause Users may need to do a Warm/Cold start of the Automation Server Resolution From V1.5 and higher, the Warm start of the Automation Server can only be done through the command from the Workstation Software.  From V1.7 and higher, the Cold start of the Automation Server can only be done through the command from the Workstation Software.    Please refer to the following Webhelp for more information: Reset functionalities of the Automation Server    

Issue On an existing trend log, the calculation type can be set to the “Meter Consumption”, but this does not generate any log records. Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation Cause The “Set initial meter” under the “Meter Info” tab has been set to false when the trend log was initially created. Resolution The following image demonstrates the issue. The “Is meter log” is false because in the trend log creation process the “Set initial meter” has been set to false. This causes the “Meter Consumption” calculation type does not generate any log records. To resolve this: Create another Trend log with the “Set initial meter” set to true Or Right-click on an existing trend log (with “Is meter log” = false), press manage meter, configure the required settings, and then press save. This will change the “Is meter log” to true  Now, if the calculation type is set to “Meter Consumption” on the trend log, the log records are getting populated.

Issue Floor Plans and Camera Views that show up in the Security Expert thick client do not work in the Web Client. Instead of floor and camera images, “Floor plan not supported” and “Camera view not supported” are displayed. Product Line EcoStruxure Security Expert Environment Security Expert Web Client Cause Floor Plans and Camera Views are not displayed through the Web Client interface and will only work with the Security Expert Client. The Security Expert Web Client is not intended to support the full suite of options available through the thick client. Resolution Use the Security Expert Client as this will support Floor Plans and Camera Views.