Building Automation Knowledge Base

Issue When attempting to use the Read Card button to read credentials from a card reader the following error is shown. Failed to read the card from the reader Failed to read cardFailed to read card Product Line Security Expert Environment Security Expert Client Proximity Card Encoder (PRX-ENC-DT) Cause A Proximity Card Encoder (PRX-ENC-DT) is not connected to the Workstation. Resolution 1. Using a USB connection, connect a PRX-ENC-DT to the Workstation. The USB connected card reader can be used to read new cards and add those card credentials to a User by placing the card on the reader and pressing the Read Card button in the User object. Read CardRead Card This will read 13.56MHz Schneider encoded Mifare and DESFire cards. The encoder is not able to read 125KHz cards.   2. Using alternative methods for adding credentials to Users Manually adding the Facility and Card Numbers to an available slot in the User object. Badging the card at a Card Reader and right-clicking the resulting access event in the Status Window and selecting to add to an existing or create a new User. Use the Data Sync Service to import Users, and changes to Users, from CSV files. See Mass importing User Photos into Security Expert using Data Sync Service for an indication of how the Data Sync Service is configured.

Issue The status of a TAC Xenta 301 or 302 does not go 'online' in TAC Vista, although the Neuron Status property of the controller is 'online' and 'Commission and Download' from TAC Vista is apparently successful. Values read "Failed to Read Signal" in a values page of a classic network. Values read "Invalid Address" in a values page of an LNS network (also see [Invalid Address]) Controllers without /N/P (networking and presentation) designation cannot communicate in a Network. Product Line TAC Vista Environment Vista Workstation Vista Server Xenta 301 Cause Attempt to commission a standalone (non-/N/P) TAC Xenta 301 or TAC Xenta 302 in a TAC Vista Classic LON network.  Non-/N/P controllers are designed to run stand-alone and be configured/interact only with a Xenta OP. Resolution Check the sticker on the side of the controller where the controller type, hardware version, and neuron ID are found. Example of a 302/N/P label. Example of a non-/N/P 302 label.    If the sticker does not have /N/P following the controller type, this is not a network presentation controller.  It will never communicate on a network Replace the non-/N/P controller with an /N/P enabled version.

Issue What third party Card Printers are supported for use with Security Expert? Product Line EcoStruxure Security Expert Environment Security Expert Client Third-party Card Printers Cause There is no list of supported printers as there are too many devices to test.  Some testing has been done as listed in the resolution below.  If an issue should come up with a card printer then raise a support case and they will assist where possible and offer suggestions regarding the update of printer drivers, windows and printer preferences, etc. If necessary and the customer cannot resolve an issue then they may wish to supply the particular printer for testing and validation. Resolution There is currently no list of supported Card Printers, the following two printers have been tested by Engineering  with Security Expert: Datacard SD260 Datacard CD800 Indications that the HID Fargo HDP8500 and Fargo DTC4500e also work with Security Expert. In general, if the card printer presents itself in Windows as an XPS printer, then the printer should work with the Security Expert Client. This may require a printer driver to be downloaded and installed from the printer manufacturer for the printer to show up in the "Printers and Scanners" list in Windows.   Note: R&D has indicated that currently (12/19/2024) there is no list of printers or documentation as to what specific features or configurations are supported by each printer above.   Some functionality in Security Expert and within printer drivers allows the selection of landscape or portrait orientation. However, hopper selections are not currently supported. Printer testing was done with standard iso card printing using landscape and portrait using a single hopper. Any other requirements outside the above will rest fully with the partner/branch/customer to test and confirm it works as needed.    In unsupported printers it has been observed that some printer functions, such as badge orientation and hopper choice, may not work for all printers using the pop-up printer configuration window within Security Expert client. In those cases a workaround may be to manually change the default printer options in Windows to the required setting before printing badges. If specific functions or badge printers are required then a feature request can be submitted to potentially implement that in a future version of Security Expert. This will need to be raised with your local solution category management.

Issue Connection lines will not connect to some objects on the drawing, but will on other objects. The "Snap and Glue" feature was verified per Connecting lines in WorkPlace Tech stay red even when snapped to an object. Product Line TAC IA Series Environment WorkPlace Tech 5.x Windows XP SP3 Visio 2003 Visio 2007 Cause Objects are on the "back" layer. Resolution Select objects or complete drawing Right click Select Shape > "Bring to Front"

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 Remove Server information shown in WorkStation drop down list Product Line EcoStruxure Building Operation Environment Building Operation WorkStation Cause Building Operation WorkStation 'caches' user customization's including the server names / IP addresses that it has previously successfully logged on to. Resolution Two tools are available on the Community that can assist in this process. Refer to the details and instructions for both on the Community. SBO Reset WorkStation Login SBO WorkStation Favorites To manually delete the file containing the servers list (among other information), navigate to and delete the file. The location and file name depends on the installed version of WorkStation. Version 1.3 C:\Users\%username%\AppData\Roaming\Schneider Electric\Workstation\TAC.ClientUserProfile.bin Version 1.4 and 1.5 C:\Users\%username%\AppData\Roaming\Schneider Electric StruxureWare\Building Operation\WorkStation\TAC.ClientUserProfile.bin   Versions between 1.6 and 1.9 C:\Users\%username%\AppData\Roaming\Schneider Electric StruxureWare\Building Operation\WorkStation\SBO.ClientUserProfile.bin Version 2.0 and above When hovering over a server in the drop down list, a trash can appears at the right side that allows the server to be deleted from the list: WorkStation 2.0 and aboveWorkStation 2.0 and above Alternatively the path to the file is: C:\Users\%username%\AppData\Roaming\Schneider Electric EcoStruxureWare\Building Operation\WorkStation\SBO.ClientUserProfile.bin Next time you run WorkStation again, a new user profile file will be created. Note: All IP addresses will be cleared and you will lose settings such as column widths and similar user customization's.

Issue After installing SmartStruxure WebReport and starting it in a web browser, it will show an error: HTTP 500.21 - Internal Server error / Handler "PageHandlerFactory-Integrated" has a bad module "ManagedPipelineHandler" in its module list. Product Line EcoStruxure Building Operation Environment SmartStruxure WebReport Cause According to the explanation from Microsoft, the most likely causes are: managed handler is used; however, ASP.NET is not installed or is not installed completely; there is a typographical error in the configuration for the handler module list. Resolution Silent repair of the 4.0 .NET Framework for 32 bit servers with .Net Framework version 4.0.30319 run the command (in command prompt): %windir%\Microsoft.NET\Framework\v4.0.30319\SetupCache\Client\setup.exe /repair /x86 /x64 /ia64 /parameterfolder Client /q /norestart for 64 bit servers with .Net Framework version 4.0.30319 run the command: %windir%\Microsoft.NET\Framework64\v4.0.30319\SetupCache\Client\setup.exe /repair /x86 /x64 /ia64 /parameterfolder Client /q /norestart Install the ASP.NET version and configure IIS to use it open command prompt (Start -> cmd) and for 32 bit servers run the command: %windir%\Microsoft.NET\Framework\v4.0.30319\aspnet_regiis.exe /i open command prompt (Start -> cmd) and for 64 bit servers run the command: %windir%\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe /i Try to view WebReports and it should work now. To also assist in WebReports installations there is a useful tool SBO Reports Preparation available on the Buildings Business Communities website. This tool assists in the pre-installation of WebReports. **Please note Schneider Electric Product Support Services does not provide support for the tool and you should contact the author through the Community for issues/enhancements.  

Issue Two related issues are covered in this article While attempting to activate a customer or demo license, the activation process stops at around 80%. When clicking the "Diagnostics" tab in the License Administrator it crashes with a "System.DllNotFoundException" error. System.DllNotFoundException: Unable to load DLL (Tac.Nsp.Archive.Licensing.Client.dll) Product Line EcoStruxure Building Operation Environment First detected in Windows 10 First detected with Microsoft Visual C++ Redistributable 2012 (VC++ 2012) License Administrator Cause There can be two reasons why this happens If the activation process stops at around 80%, but the License Administrator does not crash when the "Diagnostics" tab is selected, the license system needs to be completely reset. If the activation process stops at around 80%, and the License Administrator crashes when the "Diagnostics" tab is selected, Microsoft Visual C++ components need to be repaired. Refer to solutions below depending on the issue detected. Resolution Solution 1: Resetting the license system The process to reset the license server system is covered in Resetting the License Server. In some cases, a deeper reset can be required. For that, a tool called "SBO License Server Reset" can be downloaded from the Community. Solution 2: Repairing Microsoft Visual C++ components Method 1 In Control Panel, click Uninstall a program in the Programs group. In the programs list, locate Microsoft Visual C++ 2012 Redistributable (X64) - 11.0.61030 or Microsoft Visual C++ 2012 Redistributable (X86) - 11.0.61030, depending on your system architecture. Right-click the entry name, and then click Change. In the Modify Setup dialog box, click Repair. After the repair process is completed, restart the computer if you are prompted to do this. Method 2 Run the Modify Setup repair functionality for Microsoft Visual C++ Redistributable by starting the installer. VC++ installers In the Modify Setup dialog box, click Repair. After the repair process is completed, restart the computer if you are prompted to do this.

Issue How to find out if a user has created a personal and/or a public dashboard Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation Workstation Cause Customers may want to know if there is a personal or public dashboard (or both) under a user Resolution We can search in Workstation to know if a user has created a personal or public dashboard (or both). Enter “Dashboard” on the “Include type” and search over the whole server.   Public dashboards can be created by any user anywhere under the server except under the system tree. In the following example, any results that appear under the “/Server 1/System/Domains” is a personal dashboard since it is tied to the users, and the rest are public dashboards.     Please note that creating a personal dashboard requires a Personal Dashboard License.    How Dashboards Work  Public vs Personal Dashboards  

Issue Can the XIF be generated for an AS? Product Line EcoStruxure Building Operation Environment Automation Server Cause Want to add AS into another system and need XIF Resolution In version 1.4.0 and below the Automation Server can not be integrated into other systems using LonWorks. From version 1.4.1 and up, you can configure an "Externally Managed LonWorks Network" to the Automation Server, and as a result use the Automation Server in e.g. LonMaker or NL220. The Automation Server supports "Upload from device", but if you need the xif file, you can refer to the following guides available on the Community. Generate XIF file from SmartStruxure AS - LonMaker Generate XIF file from SmartStruxure AS - NL220.

  Issue Information needed for using Mercury downstream controllers with Access Expert Product Line EcoStruxure Access Expert Environment Access Expert V3 Hosted Cause List of Mercury downstream controller and configuration information Resolution Mercury Downstreams    Overview Mercury controllers are an open architecture controller made by Mercury Security. Access Expert supports the series 2 and series 3 SIO boards.   Controller Equivalent    Features FN-RIM1 MR50 Single-card reader interface panel and supports Wiegand, clock and data, magnetic stripe, F2F, Supervised F2F, OSDP, keypad, and biometrics reader technologies. FN-RIM2 MR52 The MR52 is a dual-card reader interface panel. Each unit can connect two card readers, eight general-purpose input monitor points and six control relays to any Mercury EP series intelligent controller. FN-16IN MR16IN The  MR16IN interface panel can support 16 general-purpose input circuits and two dedicated programmable relay outputs. FN-16OUT MR16OUT The MR16OUT interface panel provides 16 general-purpose outputs as Form C relay contacts. FN-MR51e MR51e The MR51e is a single-door, network-ready interface panel.     Adding Downstreams to Access Expert Disconnect the power supply from the downstream and the controller. Set the RS485 jumper to the 2 wire position. Wire the RS485 communication from the downstream to the controller. Downstream Controller TR+ CLK/Data1 TR- DAT/Data0 GND GND Apply power to the downstream and the controller. In Access Expert, from the top bar menu (located at the top left corner of the screen) click on the ‘View All Hardware’ button to open the 'Hardware tree'. In the 'Hardware Tree', double click on the controller or right-click and select ‘Open’ top open the controller page. Alternatively, click on the 'Hardware Provisioning' tab (located a the top of the screen) to open the menu. Click on the 'Controllers' icon(located to the left of the 'Hardware Provisioning' menu to open the 'Controllers' page). Double click or right-click and select 'Open' on the controller, to open that controllers 'Controller Configuration' page. Click on the ‘Add downstream’ button (located at the top of the controller page) to add a downstream. From the drop-down menu, select the appropriate downstream model. Enter a unique ‘Display Name’ for the downstream. Set the ‘Panel Address’ of the downstream. Example: To set devices address to 3, DIP switch 1 and 3 must be ON and 2,3 and 4 OFF and 'Panel Address' in Access Xpert must be set to 3. The DIP switches on the downstream must match the ‘Panel Address’ in the 'Downstream Configuration' page. Note: DIP switches 1 through 5 sets the device address of the downstream and is binary. DIP switch 1 = 1, DIP switch 2 = 2, DIP switch 3 = 4, DIP switch 4 = 8, DIP switch 5 = 16 Confirm that DIP switch 6 and 7 are in the ON position to enable for 38.400BPS communication. Leave DIP switch 8 in the OFF position. Click on the ‘Save’ button (located at the bottom of the page) to apply changes to the downstream.   Downstreams are added to Access Expert from the Controller page. When adding a downstream, you will need to select the downstream type from the drop-down list. If the downstream you are trying to add does not match one of the types listed, it is either not supported on that port or not supported by that controller.     Downstream Addressing Chart     Common Issues Issue                                             Solution The EP/LP1501 has no SIO port The EP/LP1501 uses the CLK and DATA on Reader 1 to communicate to downstreams. This means that if you are leveraging a downstream device, the EP/LP1501 only supports 1 onboard reader. My MR52 is toggling on and offline. The MR52 has a conflicting address with another downstream. Confirm your dipswitches are set to the correct address. Addressing is done on dipswitch 1-5 and baud rate is set on dipswitch 6 and 7 (suggested both on). Dipswitch 8 should always be off. J3 - The jumper for 2 wire and 4 wire RS-485 also needs to be set. By default is set to 2 and should not need changing but this does happen. J5 is the Termination jumper that needs to be set on the last unit in the series. My MR51e is programmed for Static IP but won't connect Check the dip switches on the board. Make sure the dip switches are set back to static IP mode after programming. Check to make sure the static IP address programmed in is valid. Make sure the Downstream can be seen by the controller. My downstream will not come online but my other downstream did. If you have a Mercury downstream on the same port as an Engage Gateway, the Mercury downstream will not be able to come online. Engage Gateway's and Mercury downstreams cannot share a port. Confirm the addressing on your downstream is correct.  My downstream device says "Timeout" This is due to incorrect addressing or incorrect baud rate set on the downstream. Dipswitches 1-5 set the address in a binary fashion and dipswitches 6 and 7 set the baud rate. We suggest leaving both 6 and 7 on. My downstream device says it is in "loader mode" and will not leave that mode Follow the steps below to correct the loader mode: Remove Power from the controller and downstreams Disconnect all downstreams from the controller Bulk Erase the controller. Once the controller is powered back on, reconnect the downstream that is in loader mode only. Reboot the controller.

Issue Reference of I/NET Guide Product Line TAC INET Environment I/NET Seven Cause Combination of various TCON documents showing most common used functions for easy reference.  Note that this document is not maintained.  Please refer to documentation available on Exchange Resolution Download the INET Pocket Reference Guide PDF

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 for assistance. Issue Continuum i2 and b3 field devices use the same hardware. With the exception of their -V models and the bCX (bCX9640/bCX4040) controller, they were not designed to have their firmware swapped from Infinet to BACnet (or BACnet to Infinet) in the field. Product Line Andover Continuum, EcoStruxure Building Operation Environment Continuum i2 Controllers (except -V) Continuum b3 Controller (except -V) Cause With the exception of the -V controllers, the devices were not designed to have their protocol (Infinet/BACnet) swapped in the field, however, due to changes in market needs R&D is now providing a method to allow the protocol to be changed in the field. Resolution IMPORTANT: If a RoamIO2 is available, it can be used to do the conversion without the need to have Continuum Cyberstation and Continuum controllers. https://community.se.com/t5/Building-Automation-Knowledge/Conversion-of-Continuum-devices-from-i2-to-b3-and-vice-versa-in/ta-p/448337    To convert i2 field devices into b3 BACnet (or vice-versa) from CyberStation Contact PSS and request the conversion files for the specific model(s) you wish to convert. Follow the procedure detailed below or as per the attached document. To swap the firmware of any non -V i2 device from one protocol to the other (in this case, from Infinet to BACnet b3), you use the following procedure.  For more information, see section 1.3 “Converting Infinet i2 Field Devices to BACnet b3 Devices from CyberStation” below. NOTE: This procedure was developed by Schneider Electric’s R&D and tested in the Product Support Services (PSS) lab.   Before starting the procedure, you need the following items: An I2 device(s) to be converted. A Continuum CyberStation with i2 device(s) configured and online. A special, conversion b3 upgrade file for the appropriate device model as provided by PSS A b3 bootloader file for the appropriate device model, provided by PSS Physical access to the device.  You need this to push its Restart switch or to access the switch or breaker where you can shut off power to the device to force a restart. A bCX4040 controller configured in CyberStation xP Expansion I/O Note If the device to be converted from i2 to b3 has any expansion modules attached, make sure the modules do not exceed the power capacity of the expansion port (180 mA), it has been observed that the b3 devices adhere more strictly to the 180 mA limit than the i2 devices, resulting in loss of operation on IO channels located on the Expansion Port if the power limit is exceeded.  See attached xP Expansion IO Datasheet for information on power consumption of each xP IO module.   1.2 Preparing the Field Bus for the i2 to b3 Device Conversion To ensure a smooth conversion, it is necessary that you reduce the traffic on the field bus as much as possible in order to provide the necessary bandwidth to the upgrade operations required for the conversion. Before starting the process with the conversion file, be sure to follow these instructions.    To prepare the field bus for the i2 to b3 device conversion Disable all the programs in all the devices residing in the field bus. Close all Continuum Workstations except the one performing the upgrade. In the Workstation performing the upgrade, close all graphics, List views, and anything else that could be polling data from the field bus. Make sure MS/TP field bus is on same baud rate as Infinet field bus, mainly 19.2K 1.3 Converting i2 Field Devices into b3 BACnet from CyberStation You can convert Infinet i2 field devices into b3 BACnet field devices by swapping the firmware of any non -V model i2 device. IMPORTANT: When using this procedure, be aware of the following guidelines: It applies ONLY to the firmware or communication protocol (Infinet or BACnet) of the device. It does not convert the control application in the device. Following conversion, the device’s memory is cleared, so you need to configure a new control application. It may result in a loss of critical data if not performed properly. Before beginning, ensure that all important data is backed up in the event of data loss or the device losing its application and becoming non-operational.  For more information, see section 1.1 “Introduction” above. To convert i2 field devices into b3 BACnet from CyberStation Contact PSS and request the conversion files for the specific model(s) you wish to convert. You will be provided with an application file (namely, i2920toB3920B4.500077.upd) and a boot loader file (namely, B3920BootB4.500077.upd). From CyberStation, edit the i2 device and record its Serial Number and Infinet id. Consult the General tab to locate this information. From the Runtime tab, perform a Reset to clear the device’s database. Upgrade the i2 device using the application file provided by PSS. Once the upgrade is complete, the i2 device stays Offline since its communication protocol has now been swapped from Infinet to BACnet. Disconnect the device from the Infinet field bus of its host master controller (for example, a CX9680 or a bCX9640). Connect it to the bCX4040 MS/TP field bus. (MAKE SURE MS/TP FIELD BUS IS RUNNING AT SAME BAUD AS INFINET FIELD BUS DEVICE WAS ON, NAMELY 19.2K BAUD) In the bCX4040, configure a b3 device using the appropriate model as well the Serial Number and ID recorded previously. NOTE: You will need to provide BACnet Device ID. Typically, it will be the same as the Serial Number. You can also use a Learn to bring the device online under the bCX4040 and automatically assign the model, id etc.  Refer to this Knowledge Base article on using the serial number for the Device ID.  Remember here to set the Comm Port for comm2. Restart the device either by power cycling or using the restart button. The device will come online under the bCX4040 as a b3 device. Perform an Update b3 OS operation to send the appropriate b3 boot loader file provided by PSS. Go to the Runtime tab, and reset the device once the update is finished. Once the device reboots and comes back online, you can confirm it has the right boot loader by looking at the device from the BACnet side. The screenshots that follow display the before and after results of the i2 to b3 conversion process. Before: After: NOTE 1 If Continuum system is not available it is also possible to convert i2 to b3 using RoamIO and EBO server using the following steps Disconnect device from field bus and connect RoamIO directly to i2 device. Use InfinetServiceTool to send the application conversion file to the i2 device. After the uprev operation is done disconnect RoamIO and cycle power to the i2 device Connect converted device (now a b3) to MSTP of AS-P or other EBO server that supports BACnet MSTP Perform a b3 learn operation to bring the device online Right click the b3 device and proveed to 'Device->Update firmware...' Navigate to appropriate boot loader file for the b3 model After uprev of boot loader is complete, cycle power to the b3 device. NOTE 2 Similar steps can be used to convert b3 device to i2 device. Make sure to use the V2 version of the b3 to i2 conversion files as it was found the original set of b3 to i2 conversion files did not work in some cases. Please note that once a b3 device has been converted to i2 using this procedure the device will ONLY accept conversion uprev files, attempt to uprev using regular uprev file will result in the following error:   This Uprev file does not match this type of controller. This applies to b3 to i2 conversion only, it does not apply to i2 to b3 conversion.

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 There is currently no summary KB article for all the data collection available in EBO systems. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Workstation Building Operation Webstation Building Operation Automation Server Premium Building Operation Automation Server Bundled Cause Identified the need to review data from EBO to analyze performance or issues. Resolution Purposes for Data Collection Provide visual information about the issue Screenshots (from Windows Snip & Sketch or other tools) Video Capture or Mobile Device Video Device LEDs, provide any information about them and when they change. Provide information about your configuration/installation Network devices, including routers, switches, and any configuration you can provide BMS Routers Site Topology, including all devices included in the communications path Provide server (EC/ES/AS) XBK backup Configuration only is smaller and useful when investigating configuration, bindings, and/or programming All Data is larger and recommended when need to see trends or events to help investigate the issue's timeline. Provide any information to replicate the issue. Provide as specific as possible steps used to create that outcome Provide VERSIONS of ALL software, hardware, and protocols involved If submit any captures or logs, perform the following: Provide any steps performed in EBO during the capture or log with the date & time, so these events can be matched.   Servers (EC/ES/AS) Collect logs from an Automation Server Collect logs from the Enterprise Server and Enterprise Central Backing Up EcoStruxure BMS Servers Manually  (Configuration Only or All Data) Server Fieldbus Protocols Infinet: Gathering Trace Log information for the Infinet bus in EBO Lon: (Video included) Analyze Lon communication using trace log in EBO Modbus: Capture a Modbus trace log in EBO/SBO   Software EBO Webstation Collect EBO Webstation browser logs EBO Workstation Collect EBO Workstation logs EBO Project Configuration Tool (PCT) Collect log files from Project Configuration Tool (PCT) Windows Review the Windows Event Logs. What specifically happens when an error occurs? Follow this KB article to view and save the Windows Events: Viewing, Saving, Sharing Windows Event Logs for Troubleshooting Purposes Wireshark For extended period capturing, use this article to set up a Ring Buffer in Wireshark. Wireshark capture ring buffer for continuous capturing Hardware b3/Infinet Controller Collect log from a b3 or Infinet controller BACnet/IP Controller Workstation method - BACnet/IP Controller Diagnostics Building Commission method - Viewing and Exporting Diagnostic Files (WebHelp) or Viewing Diagnostic Files (YouTube)   Protocols & Electrical Interfaces Ethernet Capture any ethernet traffic, including IP: Using WireShark to analyse communications on an Ethernet network Capture Loopback (127.0.0.1) traffic between applications and/or servers running on the same host OS: How to capture localhost traffic with Wireshark to help troubleshoot EWS communication issues Lon Using Loytec LPA with SpaceLogic Server AS-P RS-485 Fieldbuses include BACnet MS/TP, I/Net, Infinet, Modbus RTU BACnet MSTP Capture Application - Communities (se.com) aka mstpcap.exe BACnet - PicoScope Basics Picoscope Configuration for Modbus RTU capturing and decoding Modbus RTU capturing in Wireshark

Issue When troubleshooting server issues, it can be helpful to look at the logs that are recorded within the Enterprise Server or Enterprise Central Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Cause Within the Enterprise Server and Enterprise Central logs are many records that are logged as a part of normal operations and unexpected events. Resolution Collect ES and EC Logs via EBO Workstation: Refer to the Workstation section of KB article: Collect logs from an Automation Server Collect ES and EC Logs via Windows Explorer, especially if ES or EC will not run as a service or keep crashing: The ES or EC database path is listed in Software Administrator.   For Windows 7, Server 2008, or higher, the default paths for the logs folder are: Enterprise Server: C:\ProgramData\Schneider Electric [EcoStruxure|StruxureWare]\Building Operation [n.n]\Enterprise Server\db\logs Enterprise Central: C:\ProgramData\Schneider Electric EcoStruxure\Building Operation [n.n]\Enterprise Central\db\logs In EBO V3.2 or higher, shortcut buttons can be found in Software Administrator to go to the folder for logs and database directly.    By default, the "Program Data" folder is hidden, so Windows needs to be configured to view hidden files and folders. For Windows 10 or 11, open Windows Explorer and select View > Show > Hidden items. For other Windows versions, please refer to this Microsoft help article: Show hidden files (microsoft.com). Using Windows Explorer, Navigate to the ES or EC logs folder to find System and Trace logs. Copy the Logs folder contents and send them to Product Support as a compressed file if required. To open a log file, Right-click on one of the logs and select Open with... Expand the window and select WordPad. For Windows XP:   Other ways to review site-specific issues: Is the issue site-specific regarding workstation being used or applications/programs running on these machines? Always try to keep the programs on a workstation to a minimum. Review the Windows Event Logs. What specifically happens when an error occurs? Follow this KB article to view and save the Windows Events: Viewing, Saving, Sharing Windows Event Logs for Troubleshooting Purposes - Communities Make sure that PCs and Windows OS used for WorkStation, ES or EC meet the requirements mentioned in Information Technology System Planning Guide (se.com) Make sure that the firewall and antivirus are correctly configured, and required ports are open for EBO, as explained in Information Technology System Planning Guide (se.com) Make sure that the current installed EBO version is supported, as per the Software Support Policy for EcoStruxure Building Operation - PA-00300. Check if Microsoft currently supports the installed Windows OS: Lifecycle FAQ - Windows | Microsoft Docs

Issue After a Sigma transition into EBO, alarm clears are requiring acknowledgements. In the Sigma Interface, the object alarm and hardware alarm 'Type of Acknowledgement are set to 'Extended' and cannot be changed to 'Single' Product Line EcoStruxure Building Operation, Satchwell Sigma Environment Building Operation Enterprise Server Satchwell Sigma Cause Alarm Clear Controls are incorrectly set in Sigma Alarm Manager. Resolution During the Data Import into EBO, the settings of the Sigma Alarm Manager is checked and the alarm clear acknowledgement type is set to a specific type. If acknowledgement on alarm clears is no longer required in EBO then it will need to be changed on the Sigma server,   To change to 'Single' so that alarms only are able to be acknowledged, in Sigma: Open the Alarm Manager and go to the menu options: Configure > Alarm Controls.   Uncheck the 'Alarm Clears Acknowledgeable' box.   Redo the Data Import, the 'Type of Acknowledgement' is now seen to be set to 'Single'. However, If it is now showing 'No', then the KB article Type of Acknowledgement set to 'No' on Sigma Interface object alarm will explain how to change this.

Issue SoapEwsRestProvider serves data sourced from any EWS Server using the standard EWS SOAP protocol. The architecture for the SmartConnector REST Extensions integrates Swagger to provide a rich self-documenting API. Below errors indicate configuration issues. The User Name or Password were incorrect.The User Name or Password were incorrect. "Message": "Authorization has been denied for this request. ""Message": "Authorization has been denied for this request. " "Message": "The HTTP request was forbidden with client authentication scheme 'Digest' ""Message": "The HTTP request was forbidden with client authentication scheme 'Digest' " Product Line EcoStruxure Building Operation. Environment Building Operation Automation Server Building Operation Automation Server Premium Building Operation Automation Server Bundled Building Operation Enterprise Server Building Operation Enterprise Central Cause Smart Connecter or EBO Incorrect configuration. Resolution Make sure that SboEwsRestProvider is started and has a correct port that is not used by any other Smart Connector data provider or other application.   Make sure that EWS server address has the following format: HTTP: http://ipAddress:port/EcoStruxure/DataExchange HTTPS: https://ipAddress:port/EcoStruxure/DataExchange For ES/EC, check software administrator to make sure there is no port conflict: Software Administrator shows red outline (box) on the Communication Ports (HTTP / HTTPS) - Communities (se.com) In EBO, make sure EWS server is enabled: Enabling the EcoStruxure Web Service Server Check if username and password used for the SOAP provide has correct permissions and can be used to login to EBO server. If the user is not located in the default domain, make sure to add the domain name in the Username string, ex. "Domain/User". If HTTP protocol is used (not recommended), check the following: In EWS server configuration, make sure that "Enforce Secure Communication" to Disabled. In Security Manager, make sure that "Enable Incoming http communication" is enabled.

Issue A method is require to provide an Executive Privilege function to a Door to allow tailored credential requirements for specific Users. Product Line Security Expert Environment Security Expert Cause Doors are currently set up for two credentials (Card + Biometric) but there is a need to allow certain Users access through those Doors without having to present the second credential. Resolution The Access Level Door Type feature allows for this functionality. The option overrides the Door's Door Type with the one set in the Access Level (e.g. to allow a VIP to override 'Card + Biometric' to just 'Card' at a door). Required Objects Door Type Access Level User Configuration In the Door Type set the Access Level Door Type to the door type you wish to use whenever Access Level Door Type is enabled - in this example it would be "Card". Fig.1 - Door TypeFig.1 - Door Type In the Access Level enable the Use Access Level Door Type option. Fig. 2 - Access LevelFig. 2 - Access Level Assign the Access Level in step 2 to your User. Fig. 3 - UserFig. 3 - UserFor a Video KB article showing a similar configuration process see:  Security Expert user specific access vs standard door access 

Issue When attempting to save any type of change in Security Expert, you receive an error message that says "Failed to save Controller. Please try again in a moment". Product Line Security Expert Environment Security Expert Client Security Expert Server Cause The Security Expert database server is out of disk space. Resolution See this Knowledge Base article for information on why the database is consuming so much disk space and how you can resolve the problem.

Issue Emailing alarms if Microsoft Outlook is not used on the site? Product Line Andover Continuum Environment Continuum Cyberstation 1.73 and above bCX 4040 Netcontroller II (9680) ACX57xx Series (ACX II) Cause The customers site IT system is unable to provide reliable Email communications from Microsoft Outlook on the Continuum Workstations. Resolution The documented Outlook support: Initially Full Microsoft Outlook or Microsoft Exchange was specified as the requirement 1.92 to 1.94 specified Microsoft Outlook 2007 for Windows XP and Vista (Full Microsoft Outlook or Exchange) 1.94sp1 to 2.03 specified Microsoft Outlook 2007 Microsoft Outlook 2010 (Full Microsoft Outlook or Exchange software package)   For further information on outlook versions see the KB article Outlook 2007 and Outlook 2010 with Continuum email alarms. Notes Only 32bit Outlook was tested/supported Continuum does not support MS Outlook Express for emailing alarms From v2.0 CyberStation has internal SMTP email options see  SMTP Email Alarm Configuration in Continuum 2.00 to 2.03 There are other email option for emailing directly from controllers. There is a feature in the bCX (also NetController II, ACX II) controllers to be able to email messages directly to a SMTP server either manually or via Plain English programs, although this is not directly linked to the Continuum Alarm system and would require a Plain English program to determine what emails are to be sent. See the "bCX1 Controller Technical Reference" Commissioning section for details on how to set up the controller to send out emails to a 3rd party SMTP email server.  There is also the Continuum SNMP Configuration guide for use with SNMP alarming with a Network Management System. Then in the CyberStation online help see the "SendEmail" function help on how to use Plain English to get the bCX (Netcontroller II or ACX II) to send out messages via email.