Building Automation Knowledge Base

Issue You need to forward specific events from Security Expert to a third-party Syslog server for monitoring or logging purposes. Product Line EcoStruxure Security Expert Environment Security Expert software Syslog server (e.g., SolarWinds) Cause There is a requirement to send filtered Security Expert events (e.g., operator activity, user access, door unlocks, output activations) to an external system for analysis or integration. Resolution Security Expert allows you to forward events using the Send Event action. Follow these steps to configure it: Step 1: Create an Event Filter In Security Expert, go to the Events menu. Create a new Event Filter that captures the specific events you want to forward. Example: Filter for events like  Output <PGM_NAME> On By <DOOR_NAME> Function <DOOR_FUNCTION> . Tip: You can trigger these events by manually unlocking a door from the client to test the filter. event filter Step 2: Create a Send Event Action Still under the Events menu, create a new Action. Set the following parameters: Type:  Send Event Event Filter: Select the filter you created in Step 1. IP Address: Enter the IP address of the Syslog server. Port: Enter the port number used by the Syslog server (e.g., 514 for standard Syslog, or a custom port used by Packet Sender). action Step 3: Test with Packet Sender Use Packet Sender to simulate a Syslog server. In Packet Sender: Note the TCP port number shown in the bottom right corner. Ensure this matches the port configured in your Security Expert Action. The IP address should be the one assigned to your Security Expert server (e.g., your laptop’s IP if testing locally). Manually trigger the event (e.g., unlock a door or activate a relay). status page Confirm that the event is received in Packet Sender’s log window. packet sender

Warning Hazard of Electric Shock: Remove all power from all devices before removing any covers or doors of the system. Disconnect power at the device and at the power source. Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance. Issue Installing a Flex server/gateway that supports multiple industrial and building automation protocols (e.g., BACnet IP, BACnet MSTP, Modbus RTU, Modbus TCP/IP, SNMP, OpenThread, and LoRaWAN) at a live site is complex and requires careful planning. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause Improper installation often leads to degraded performance or unreliable device behavior Resolution Site Survey & Environmental Considerations Physical Location: Choose a secure, climate-controlled, and accessible location (e.g., equipment room or control panel). Install in a locked cabinet or secure room to restrict access. Power Availability: Ensure a dedicated, stable power supply with proper grounding. Use a UPS for critical applications to prevent data loss during outages. Network Infrastructure: Confirm availability of Ethernet ports for BACnet/IP, Modbus TCP/IP, and internet access. Install Ethernet cables in wall cavities or conduits. For cellular networks, monitor data usage and set up alerts to avoid over usage charges. RF Environment (LoRaWAN & OpenThread) LoRaWAN: Conduct a radio-mapping survey to determine optimal gateway placement. Use high placement, clear line-of-sight, and low-loss coaxial cables (e.g., LMR-400). Select appropriate antenna gain (e.g., 6 dBi for urban areas). Consider multiple gateways for redundancy. OpenThread: Identify interference sources (e.g., Wi-Fi, Bluetooth in the 2.4 GHz band). Ensure strong signal strength for reliable mesh networking. RS-485 Cabling (BACnet MSTP, Modbus RTU) Cable Type: Use shielded twisted-pair cables (e.g., Belden 3105A). Termination: Install 120-ohm resistors at both ends of the bus. Topology: Use a daisy-chain layout. Avoid star or stub configurations. Length Limits: Follow RS-485 specs (typically up to 1200 meters). Grounding: Maintain a common ground to prevent loops. Polarity: Verify A (+) and B (-) connections. Device Compatibility & Data Mapping Object/Register Mapping: Map BACnet objects, Modbus registers, and SNMP MIBs to internal gateway points. Document data types, scaling factors, and offsets. Device IDs & MAC Addresses: Assign unique IDs for Modbus (1–255) and BACnet MS/TP (1–127). Document all assignments. Adjust network priority if BACnet uses Ethernet and Wi-Fi is used for internet. Baud Rates & Serial Settings: Match baud rate, data bits, stop bits, and parity across all serial devices. Disable unused interfaces to reduce noise and resource usage. Conclusion By following these best practices, you can ensure a successful and reliable Flex server/gateway installation, enabling seamless communication across diverse automation protocols.

Warning Hazard of Electric Shock: Remove all power from all devices before removing any covers or doors of the system. Disconnect power at the device and at the power source. Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance. Issue When the Flex Server/Gateway is unable to connect to the internet, it's important to verify the network priority settings to understand how the device attempts to connect to the cloud. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause The Flex Server/Gateway is not designed for direct exposure to public networks. Improper network priority settings may cause the device to go offline when connected to the internet. Resolution The Flex Server/Gateway supports multiple internet connectivity options: Cellular (GSM): Supports two SIM cards for redundancy. Ethernet Wi-Fi (via Wi-Fi receiver) USB Tethering (via the top USB port, usb0, for troubleshooting) Learn more about USB tethering: USB Tethering for Flex Server   Connectivity Priority (Default Order) USB Tethering (usb0) Cellular (GSM) Ethernet Wi-Fi Note: If GSM fails and Ethernet is connected, the server will automatically switch to Ethernet. If both GSM and Ethernet are unavailable, it will switch to Wi-Fi (if configured). SIM Card Failover If one SIM card loses internet connectivity, the server automatically switches to the second SIM after a few minutes.   Best Practices Install the server in a secure location to prevent tampering (e.g., unplugging Ethernet or removing LTE antenna). Avoid direct exposure to public internet to maintain security and stability.

  Issue Unable to perform AET license registration online Product Line Automated Engineering Tool Environment Automated Engineering Tool Cause If a license file for AET is not found on the computer, the License Registration screen will be displayed when AET is started. By default, the New Registration button launches an online registration process, if the computer is offline or there is a problem contacting the AET License server then Offline registration is needed. Resolution AET Offline license registration process If a license file for AET is not found on the computer, the License Registration screen will be displayed when AET is started. Click the "Offline registration" button. Fill in your name, company, email address and select the license type you want. Then click "Save to file". Select a location to save the license request file, once the file has been saved to the computer, instruction on how to proceed are shown. Click OK and AET will close. Email the saved file to aet.support@schneider-electric.com the AET Support team will respond with a license. Place the supplied license in the C:\ProgramData\Schneider Electric\AET\License File folder on the computer and run AET.

  Issue When viewing the Modbus property in EcoStruxure Building Operation, the status displays "Attention". Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Building Operation Enterprise Server Cause The "Attention" status is not documented in the Web Help, which can make it unclear what is causing this state. This status typically indicates that there is an issue occurring within the Modbus system. One common cause is an unrealistic poll rate set on a Modbus group. . Resolution If the poll rate on a Modbus group is set too fast for the server to handle—especially in large Modbus networks—this can trigger the "Attention" state. Recommended Action: Review the poll rate configured for the Modbus group. If it is set to a very low value (e.g., 1 second), increase it to a more realistic interval. For busy networks, a poll rate of 5 seconds or more is typically more achievable. Once the poll rate is adjusted to a manageable value, the Modbus status should return to "Online".

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 The size of ContinuumDB has reached or is near the 2Gb limit imposed by MSDE. The size of ContinuumDB has reached or is near the 4Gb limit imposed by SQL Express. Environment MSDE SQL Express Continuum Stand Alone. Cause The database is well over the SQL size limit (2Gb for MSDE, 4Gb for SQL Express) Since the database size has already exceeded SQL's limitations it is not possible to use the deletion query statement to truncate the log tables.  This is because SQL will attempt to guard against data loss during the deletion process by making a copy of the tables contents before deletion occurs. Before a single row has been deleted from the table the size of the database will actually grow larger, exacerbating the problem. Resolution You must delete the contents of each log table entirely (Alarm, event, error, log) using the TRUNCATE statement. This will delete the contents of these tables entirely without first storing them the data. Please note, you must... Make arrangements with the customer so that they can archive any log and event data they wish to retain. Backup the database before using the TRUNCATE TABLE command. Here is the syntax for the TRUNCATE statements TRUNCATE TABLE ContinuumDB.dbo.AlarmEvent TRUNCATE TABLE ContinuumDB.dbo.AccessEvent TRUNCATE TABLE ContinuumDB.dbo.ActivityEvent TRUNCATE TABLE ContinuumDB.dbo.ErrorEvent TRUNCATE TABLE ContinuumDB.dbo.ExtendedLog Once the table have been truncated, Right click on ContinuumDB and select Shrink > Database. Once the database size has been reduced, check the size and retest. Please note that once the database size has exceeded SQL's limit it is likely that the database has been damaged.  This process may or may not correct damage that has occurred to the database.  

Issue Provides additional setup information for the N4 ASD (tacAsd) driver implementation. Product Line TAC IA Series Environment I/A Series N4 Jace 8000/9000 I/A Series N4 ASD driver Cause Configuration Guidelines Resolution N4 ASD (tacAsd) driver setup basics ...  Monitor properties Ping Enabled = true Ping Frequency = 5m change to 1m Alarm On Failure = true Startup Alarm Delay = 5m The baud rate sync properties are the mechanism that synchronizes the baud rates for the ASD bus. Upon reset, ASD devices initialize to 1200 baud, and it is this mechanism that locates those devices and sets the baud rate to 19.2K or 9.6K (if PEMs are used on the bus). These values are part of the ASD specification and should not be changed. Last Time Sync is the last time a successful sync occurred Baud Rate Sync Time = 1m Baud Rate Set Timeout = 0.2s Baud Rate Set Repeat = 1 Baud Rate Change Millis = 800 Total Devices indicates the total number of devices active. Total Down indicates the total number of down devices. Scan Time indicates the total time to poll through the list of devices. The ASD communications protocol is designed to exchange most data between the host (Jace) and device with one transaction. This means that typical data (e.g. EMS, etc.) is written to the device as part of the request and response data (e.g. Window, Output, Diagnostics, etc.) in one transaction. In this case, the scan time is 6.9 seconds for 33 devices or approximately 4.5 devices per second. Tuning Policies (Default Policy) Min Write Time = 0 Max Write Time = 0 Write On Start = false Write On Up = false Write On Enabled = false Stale Time = 0 Note: The stale time actually involves the proxy point objects. The polling mechanism still continues and the internal point information is still updated. The driver does not implement the interaction between the point updates and proxy point stale. The values should be left at their default settings. Poll Scheduler Poll Enabled = true Fast Rate = 5s (defaults to 1s) Normal Rate = 10s (defaults to 5s) Slow Rate = 30s (defaults to 30s) Typically set the Normal Rate based upon the rules specified in the R2 documentation or (Normal Rate seconds = Number of devices / 3.5). For example, a network with 33 devices would be set to (33 / 3.5 = 10 seconds). As indicated earlier, the driver inherits the basic driver properties and mechanisms. N4 implements a complex poll scheduling mechanism that automatically determines and continually adjusts the poll list to achieve the most efficient polling. Retry Count The retry is only used in the event that a response from an ASD device is not received.  This value defaults to 1 and can be increased if needed to a maximum of 3 if devices are unable to respond to the initial message and one subsequent retry,  Devices that do not respond to the initial message may indicate a potential issue with the ASD bus. Response Timeout This is the amount of time the driver will wait for a response to a request before retrying the request.  This value defaults to 2 seconds and should not be changed. Inter Message Delay This value defaults to 0 seconds.  Change to an initial value of 0.020 seconds.  This may need to be increased (typically 0.050 to 0.075 seconds) if the ASD bus includes one or more ASD bus repeaters (RPTR-WIRE or RPTR-FIBER).

Issue There is a need to identify the Ports, URLs and Static IPs which must be open through customer's firewall for EcoStruxure Building Activate Flex Server and Partner Portal Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause Ports, URLs and Static IPs list needed to create firewall exceptions for EcoStruxure Building Activate Flex Server and Partner Portal in order to keep them functioning correctly. Resolution Below are the list of ports, URLs and static IPs that must be open through a site's firewall/network: URL Port Protocol Usage https://sentry.zenatix.com 443 TCP Allows the gateway to upload error logs and diagnostics. https://router.zenatix.com 443 TCP Allows the gateway to download Linux & Python updates from the Zenatix Server. Regularly polls the Zenatix Server to check internet connectivity. https://timesync.zenatix.com 9090 TCP Time server allows the gateway system & gateway clock to remain synchronized with Zenatix Server. https://gitlab.zenatix.com 443 TCP Used for troubleshooting to update the gateway codebase from the Zenatix Server. https://telemetry.zenatix.com 443 TCP Used for sending IoT device data and gateway health data to the Zenatix Server. https://emqx.zenatix.com 8883 TCP Used for communication between gateways and Zenatix cloud services for getting configuration or alarms from Zenatix Server to gateway and vice versa. 54.169.200.193 1194 UDP Allows Zenatix to remotely access and do API calls to the gateway through OpenVPN. https://mender.zenatix.com 443 TCP Used to download firmware updates to gateway from Zenatix Server.   Note: For the list of URLs to be whitelisted for the Global Portal, please refer to Required list of URLs/Ports to be whitelisted under firewall/network for EcoStruxure Building Activate (Global Portal).

Issue When troubleshooting server issues, it can be helpful to look at the logs that are recorded within the Automation Server. Product Line EcoStruxure Building Operation Environment Building Operation Automation Server  Building Operation Automation Server Premium Building Operation Automation Server Bundled Cause Within the Automation Server logs are many records that are logged as a part of normal operations and unexpected events. Resolution Automation Server: Automation Server error logs can be retrieved using Workstation, Device Administrator, or WebStation. Device Administrator can be used in case of crash information is required, ex. dump files, or if the Automation Server is not accessible via WebStation or WorkStation. Workstation: Connect to EBO system with EBO WorkStation. Select the target Server  Expand the System folder Expand the Modules folder Expand the Trace folder and see Trace Settings For EBO 3.1 or higher, Double-click both Trace Log and System Log to open separately  For EBO 3.0 and lower, including SBO 1.x Right-click in Trace Settings Select Trace Settings in the menu Select Get System Log Repeat to select Get Trace Log  Device Administrator: Follow this WebHelp article: Getting Automation Server Debug Information If requested to retrieve a core dump, use this method to retrieve the Device Administrator Debug Information zip file. Then perform the following to make sure the zip file contains a core dump with a relevant timestamp for the event being investigated. Open Zip Open the folder containing the server name and IP address Open Server folder One should see file(s) with filename in this format core_dump_<Serial Number>_nsp_servers_<Timestamp>.tgz WebStation: EBO 4.0 (2022) and higher NOTE: You may have to enter Private Browsing mode to disable extensions, as you may see a blank page when viewing logs. Ensure credentials used are for a local 'admin' user or have access to the ~/System folder of the EBO Server you are connected. Click the 3-bar menu to navigate Select System, then Modules, then Trace One will see System Log and Trace Log in the menu, and clicking on System Log or Trace Log will open them in a new tab. NOTE: Please be patient as it may take some time to transfer the file. Once you see text in the tab, right-click on a blank area and select Save Page As... (Firefox) or Save As... (Chromium-based browser). It should recommend saving as SystemLog.txt or TraceLog.txt automatically; however, to be helpful, please add the EBO Server Name and Date to the filename. EBO 3.2 and earlier See the Webhelp Topic on collecting these logs from Automation Servers: Viewing and Downloading Automation Server Log Files. This process is now similar to that described above for WorkStation.   Credentials used to log in must be a member of a group that allows the policy of Web Configuration: Allow members to access Automation Server Web Configuration. Launch a web browser that is compatible with the installed EBO version as mentioned Webstation Specification Sheet. Type the IP address of the automation server to open the Webstation. Log into the Automation Server.                   Once logged into the Automation server, go to the Settings menu in the top right corner and click on Device Configuration. Click on the Server Log tab to view the automation server's log files. To save a copy of the log to your PC, click on the Get all log files link. The log files are compressed into a zip file and exported to downloads folder. Enterprise Server and Enterprise Central: For more information, check this article: Error logs from the Enterprise Server and Enterprise Central - Communities  

Issue There is a need to identify the Ports and URLs which must be open through the customer's firewall and network security for EcoStruxure Building Activate Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause To ensure the Flex Server operates correctly, specific URLs must be whitelisted within the customer's firewall and network security settings. Resolution Below is the list of URLs which must be open through a site's firewall/network: Domain Name Protocol Description telemetry.ecostruxure-buildingactivate. se.app HTTPS (TCP port 443) Used for sending IoT Sensor Data streams. mender.ecostruxure-buildingactivate. se.app HTTPS (TCP port 443) Used to download firmware update. emqx.ecostruxure-buildingactivate. se.app HTTPS (TCP port 443) Used for communication of Flex-Server with Schneider Electric cloud services such as configuration, data, or alarms. openvpn.ecostruxure-buildingactivate. se.app HTTPS (TCP port 443) Allows Schneider Electric to remotely access the Flex- Server through VPN. timesync.ecostruxure-buildingactivate. se.app HTTPS (TCP port 443) Time server allows the Flex- Server clock to remain synchronized. router.ecostruxure-buildingactivate. se.app HTTPS (TCP port 443) Allows the Flex-Server to download linux updates   Note: For the list of URLs to be whitelisted for the India Portal, please refer to Required list of URLs/Ports to be whitelisted under firewall/network for EcoStruxure Building Activate (India Only) 

Warning Hazard of Electric Shock: Remove all power from all devices before removing any covers or doors of the system. Disconnect power at the device and at the power source. Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Caution While removing gateway cover: Open the gateway screws and delicately remove the top cover. Take extra care during this step, as the top cover is connected to the antenna cable via a thin wire. After opening the top cover, you will be able to see the top view of the board, please insert the active SIM card in the designated slot. Once the Sim Card is properly inserted, fix the screws back and ensure that the 4G&Wi-Fi Antenna is attached properly. If the antenna cable remains disconnected from the board, then the GSM will not work.   Issue If the flex server is not able to connect to the internet via the SIM card, Ethernet, or Wi-Fi, or is in a hanged state, a phone be used by the Flex server/Gateway for troubleshooting connectivity. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause USB Tethering may be required at times during provisioning or troubleshooting when the flex server is not able to connect to the internet via the SIM card, Ethernet, or Wi-Fi, or is in a hanged state. Resolution If a a smartphone with data connectivity and a USB cable is available, USB tethering can be used to get a Flex server/Gateway online when a Wi-Fi or Ethernet connection is not established. It essentially turns a smartphone into an external modem for your Flex server/Gateway. This guide will cover both Android and iPhone, since the steps vary slightly. What you'll need: Your smartphone (Android or iPhone) with an active mobile data plan. A USB cable that connects the phone to a computer (the same one you use for charging usually works). A Flex server/Gateway. Part 1: General Preparations (For Both Android and iPhone) Ensure Mobile Data is ON: On the phone, go to quick settings (swipe down from the top of the screen) and make sure "Mobile Data" or "Cellular Data" is turned on. Alternatively, go to Settings > Network & internet (Android) or Settings > Cellular (iPhone) and confirm it's enabled. Important: If the phone has a limited data plan, be mindful of data usage while tethering, as Flex server applications can consume a lot more data than phone apps. Charge the Phone (or Keep it Plugged In): Tethering can drain the phone's battery quickly. It's best to have the phone charged sufficiently or keep it plugged into a power source while tethering. Find Your USB Cable: Make sure you have a working USB cable that connects the phone to the Flex server/Gateway. Ensure the USB cable used is a Data cable and not a charging cable. Part 2: USB Tethering with an Android Phone Video link for Demo (The exact wording of menus might vary slightly depending on the Android version and phone manufacturer, but the general path remains the same.) Connect the Phone to the Flex server/Gateway: Plug one end of the USB cable into the Android phone. Plug the other end of the USB cable into an available USB port on the Flex server/Gateway. Note: there are 2 USB ports in the Flex Server/Gateway you can connect to either port to establish USB Tethering. The Flex server/Gateway prioritizes usb0 (the top USB) interface by default for troubleshooting purpose. USB Ports   Allow USB Debugging (If Prompted): When you connect the phone, you might see a pop-up on your phone asking for "Allow USB debugging?" or similar. If you do, tap "Allow" or "OK." Access the Phone's Settings: Open the Settings app on the Android phone. Navigate to Network & Internet Settings: Look for an option like "Network & internet", "Connections", or "Wireless & networks." Tap on it. Find Hotspot & Tethering: Within the Network settings, you should see an option called "Hotspot & tethering" or just "Tethering." Tap on it. Enable USB Tethering: Inside the Hotspot & tethering menu, you will see a toggle switch labeled "USB tethering." Tap this switch to turn it ON. The switch should change color (e.g., green or blue) to indicate it's active. Check Your Flex server/Gateway is online from the Dashboard. The Gateway Status LED will be Solid Green.   LED pattern   To Disable USB Tethering (Android). Go back to Settings > Network & internet > Hotspot & tethering on the phone and turn OFF the "USB tethering" switch. Alternatively, unplug the USB cable from the phone or Flex server/Gateway. Part 3: USB Tethering with an iPhone Video link for Demo (The exact wording of menus might vary slightly depending on your iOS version.) Connect Your iPhone to Your Flex server/Gateway: Plug one end of the Lightning (or USB-C on newer iPhones) cable into the iPhone. Plug the other end of the USB cable into an available USB port on your Flex server/Gateway. Note: there are 2 USB ports in the Flex Server/Gateway you can connect to either port to establish USB Tethering. The Flex server/Gateway prioritizes usb0 (the top USB) interface by default for troubleshooting purpose.  USB Port for tethering   Trust This Device? (If Prompted): The first time you connect the iPhone to a new Flex server/Gateway, the iPhone will ask, "Trust This Device?". Tap "Trust" on the iPhone. You may need to enter the iPhone passcode to confirm. Access iPhone Settings: Open the Settings app on the iPhone. Navigate to Personal Hotspot: Scroll down and tap on "Personal Hotspot." Enable Personal Hotspot: You will see a toggle switch labelled "Allow Others to Join." Tap this switch to turn it ON. It will turn green to indicate it is ON. Important: You might see options for Wi-Fi Password or "USB Only." For USB tethering, you don't necessarily need to worry about the Wi-Fi password unless you also plan to use Wi-Fi hotspot. Check the Flex server/Gateway is online. The Gateway Status LED will be Solid Green. Gateway Status LED   Blink pattern for Internet connection   To Disable USB Tethering (iPhone): Go back to Settings > Personal Hotspot on the iPhone and turn OFF the "Allow Others to Join" switch. Alternatively, you can just unplug the USB cable from the iPhone or Flex server/Gateway Troubleshooting Tips: Restart everything: If it's not working, try restarting the phone and then the computer. Try a different USB port: Sometimes, a particular USB port on your Flex server/Gateway might be faulty. Try a different one. Try a different USB cable: Not all USB cables are created equal. Some are only for charging and don't support data transfer. Try a different cable if you have one. Disable VPN on the phone: If you're using a VPN on the phone, try disabling it before tethering, as it can sometimes interfere. Check data plan: Ensure you haven't run out of mobile data. Contact the mobile carrier: Some mobile carriers have restrictions on tethering or require a specific plan. If you've tried everything else, check with your carrier. By following these steps, you should be able to successfully set up USB tethering and get the Flex server/Gateway online using a smartphone's internet connection!

Warning Hazard of Electric Shock: Remove all power from all devices before removing any covers or doors of the system. Disconnect power at the device and at the power source. Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance. Issue The internet is not working at the site, so it's necessary to verify that all antenna connections are secure and the SIM card is correctly placed. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause The Flex Server powers up successfully at the site, but the internet connection fails. This issue might arise if the antenna or SIM card was displaced, disconnected, or damaged during transit due to mishandling. Therefore, it's essential to verify that all connections are secure. However, the technician or engineer on-site may not be familiar with the correct slots. Resolution Carefully open the Flex Server top cover. The internal layout will appear as shown in 'Image 01' below: Image 01 Image 02 Identify the slots as follows: Slot 1: Indicates the SIM card slot. Slot 2: Located on the GSM Module marked as 'MAIN', indicates the Cellular antenna slot. Slot 3: Located on the Wi-Fi module marked as 'ANT0 WiFi', indicates the Wi-Fi antenna slot. Verify all connections and ensure they are secure. Carefully close the Flex Server cover.

Issue Which printers, signature pads, and capture devices are supported with the badging editor? Product Line Andover Continuum Environment Epi-Suite Epi-Builder Cause Determine which ImageWare systems (Epi-Suite or Epi-Builder) to use with the Continuum system. Resolution Continuum OEM's third-party badging software from Image Ware Systems are Epi-Suite and Epi-Builder. If your using Continuum version 1.8 and newer versions, Continuum uses the Epi-Builder version. For versions of Continuum 1.74 and prior, they use Epi-Suite as the badging editor. The hardware compatibility list for the Image Ware products can be found on their website. https://www.tech5-us.ai/epi-suite-support/    Once on their website select Support/Customer Service/ either IWS Epi-Builder or IWS Epi-Suite. The page that is displayed after these selections you'll notice a link on the left-hand side of the page for Compatible Hardware. The lists for printers, capture devices, and signature pad readers can be displayed when clicking on the links for each. The peripherals can be found at: https://www.tech5-us.ai/epi-compatible-hardware/ 

Issue Unrecognized user connection in EBO Product Line EcoStruxure Building Operation Environment Building Operation Webstation Building Operation Enterprise Central Building Operation Enterprise Server Building Operation Automation Server Cause When browsing through System>Diagnostics>Users in Webstation, an unrecognized "root" user appears in the user session list. Resolution The 'root' user is a built-in system account used to help different parts of EBO—like EC, ES, and AS—communicate with each other. It’s automatically used when the system is not running in standalone mode. This account allows the systems to connect and share data securely in the background.

Issue Maximum number of expansion modules and doors per controller Product Line EcoStruxure Security Expert Environment SP-C Security Expert Security Expert Controller SP-RDM2 Security Expert Security Expert Door Expansion Module Cause Documentation states that one SP-C supports up to 128 doors but this is dependent on the communications.  Resolution The current recommendation from Product Management is a maximum of 24 to 34 doors per SP-C. This equates to about 10 to 17 reader expansion modules.  

Issue Downloading a license update, such as after adding features to a site license or extending the evaluation period on an evaluation license, and this fails with the below error being shown. License not found Product Line EcoStruxure Security Expert Environment Security Expert Server Cause This error generally occurs when trying to license Security Expert from a Client machine and not the  Server machine where the Security Expert services are installed. Resolution Go to the Security Expert Server and license/update the license from that machine using the Security Expert client.

Issue Unable to configure alarms to remain active after being acknowledged if they are still in the alarm condition. Product Line EcoStruxure Security Expert Environment Security Expert Cause Security Expert handles alarms a little differently to the rest of our product lines. The main difference being that everything is event based with each transition being an event which can itself trigger an alarm if it has been configured to do so. Those alarms are then seen as "active alarms" in the system (showing up in the Active Alarms Status Page View) until they are acknowledged by an Operator. Each alarm transition is separate with there being no direct tie to the current status of the object/condition that triggered the original alarm. Resolution What you can do is have both an Active Alarms list and an Acknowledged Alarms list in the same status page view. That way you will be able to see the last events that have triggered an alarm and if it has been acknowledged by an operator yet or not. This coupled with a status list of the objects you are monitoring can provide the operator with enough information to identify and manage each event transition of the alarm condition.

Issue Partners and branches need to understand the terminology used with Security Expert and what those terms mean from a Continuum perspective Product Line EcoStruxure Security Expert Environment Security Expert Continuum Cause A table key to map object terminology between Security Expert and Continuum Resolution   Continuum Security Expert Objects Records User Operator Personnel User Area Door Group (Area) = Intrusion/Antipassback/Counting Area Rights Access Levels AC1/IOUs Reader Expanders/RDM2 Numerics Virtual Inputs/Outputs Plain Enlgish Programmable Functions/Function Code/services Event Viewer Status Pages Alarm Viewer Status Pages Listview Status Pages Power Supply Analog Expander Network Sites NC/ACX Controller SPC Doors Doors Security levels Security levels Schedule Schedule Scedule Exception Calendar Action Holiday Holiday Reset Manual - Factory default – short Reader, L2D0, download Array Data Values Permisssions/Security Levels Record Groups +V V+ Ground V- Data 1 1 1 Clock 0 0 0 LED L1    

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 After making changes to object names in the system, outdated or incorrect names may still appear under the Hardware folder in EcoStruxure Web Services (EWS).     Product Line EcoStruxure Building Operation, EcoStruxure Security Expert. Environment EcoStruxure Building Operation Enterprise Server (ES) EcoStruxure Security Expert Smart Connector Integration EcoStruxure Web Service (EWS). Cause When significant changes are made to object names in the system, the Smart Connector may retain outdated data. If a standard Discovery does not update these names, the most effective solution is to clear the Smart Connector database and re-establish the connection.   Resolution To clear the outdated data from the Smart Connector:   Step 1: Access the Smart Connector Portal Open a browser and navigate to http://localhost:8082 (assuming Smart Connector is installed locally). Log in to the Smart Connector Portal. Step 2: Delete the Existing Processor Configuration Go to Configurations → Processor. Locate the Security Expert Discovery Processor. Click the Delete (bin icon) next to it. ⚠️ Do not delete other processors (e.g., Alarm Processor). Step 3: Delete the Existing EWS Server Navigate to the EWS Servers section. Locate the SecurityExpertServer. Click the Delete (bin icon) to remove it.   Step 4: Reconfigure the Processor and EWS Server Follow the instructions in Section 4.4 of the referenced document [1] to: Add a new Security Expert Discovery Processor Configure a new EWS Server Allow 10–15 minutes for the initial discovery process to complete. This will create a fresh snapshot of the current Security Expert database. Once the discovery is complete: Refresh the Hardware folder in EcoStruxure Building Operation. Rehost the new EWS objects as needed. Step 5: Verify Alarm Processor Configuration After re-adding the EWS Server, ensure the Alarm Processor is correctly configured to reference the new server. Refer to Section 4.5 of the same document [1] for detailed steps.   Reference [1] Refer to the official integration guide documentation for more information. Security Expert SmartConnector Version 1.1.0.8 - Installation & User Manual  

  Issue Using graphics in WebStation, “MutationEvents not defined” error messages and/or data in not shown correctly, after the web browser used is upgraded to latest versions.     Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation WebStation Google Chrome v127 and later Microsoft Edge v127 and later Firefox v140 and later Cause After upgrading to the latest web browser versions EcoStruxure Building Operation web-based user interface, WebStation, in all released and supported versions may no longer operate correctly when graphics are attempted to be displayed. The symptoms include, but may not be limited to, failure for graphics to show data correctly and error prompts such as “MutationEvents not defined” being shown. As referenced in Mutation events will be removed from Chrome  |  Blog  |  Chrome for Developers, Google has deprecated these Mutation events and replaced them with a different function. Also as referenced in Firefox 140 for developers - Mozilla | MDN The  MutationEvent  interface and its associated events have been removed from Firefox build 140 onwards. Resolution Consolidation point releases are available for supported EBO versions to resolve these compatibility problems with the latest browsers. These releases are available to authorized Schneider Electric EcoXperts and employees only from the EBO Hotfix List in the EcoExpert Community and the Software and Firmware Center of the EcoXpert Extranet. Other customers should contact their local Schneider Electric EcoXpert or Schneider Electric office and arrange a service visit.   The issue is addressed in the following releases: EcoStruxure Building Operation 3.2.4 : EBO 3.2.4.7003 (CP5) onwards EcoStruxure Building Operation 4.0.5 : EBO 4.0.5.5001 (CP4) onwards EcoStruxure Building Operation 5.0.3 : EBO 5.0.3.12005 (CP11) onwards EcoStruxure Building Operation 6.0.3 : EBO 6.0.3.2001 (CP1) onwards EcoStruxure Building Operation 7.0 Unsupported versions such as EBO 3.1 and earlier will not be addressed. Upgrading to the latest version of EcoStruxure Building Operation is strongly recommended to ensure full compatibility with current web browsers and to benefit from the latest features and security updates.