Building Automation Knowledge Base

Issue Solid red light Blinking red light Blinking green light Product Line TAC Vista Environment Xenta Programmable Controllers Xenta 280, 281, 282, 283, 300, 301, 302, 401, 401:B Cause The indicator lights on the face of the Xenta controllers can help explain the state of the controller with different actions.  Resolution There are two LED indicators – one red and one green on the Xenta programmable controllers.   The red service diode is primarily an error indication. It also lights up if the Service pin is activated. A solid red light usually indicates that the hardware has failed.  Please see a few simple steps to deactivate the solid red light below. Use a reset dongle to wipe the controller then reinstall the firmware and menta program. If the controller is the group master you might try to assign a different controller to group master.  This method has not been proven but has worked before during internal testing. NOTE: The hardware may need to be replaced if the solid red light continues after these steps. If the red indicator light is blinking once per second this will indicate a non-configured node. If the controller has been commissioned you might try to decommission the controller and try again. If the red indicator light is off this would indicate that it has been commissioned and added properly to the network.  You should not see the red indicator light if the controller is working properly. The green status diode blinks once per second to indicate that the program is running properly.

Issue A newly installed program does not run and could be using a port on the host computer that's already assigned to another running program or service.  How can current port usage on the host computer be determined quickly? Product Line EcoStruxure Building Operation, EcoStruxure Building Expert, Satchwell MicroNet, Satchwell BAS & Sigma, TAC INET, TAC I/A Series, TAC Vista, Andover Continuum, CCTV, Field Devices Environment Microsoft Windows Cause A port conflict is suspected. Resolution Open a command prompt and type: netstat -a -n -p tcp -b This command will display all services running, protocol used, local and foreign address, state, and program name.   netstat -p tcp -ano This command will display all services running, protocol used, local and foreign address, state and PID (process identifier). Use Task Manager to match the PID to the program using the port. netstat -p tcp -ano | findstr :80 If a specific port number is necessary, this command will interrogate the system for the program currently using that port number:

Issue What is the difference between the three stretch behavior buttons in the TAC Vista graphic viewer.   Product Line TAC Vista Environment Vista Workstation Cause The explanation of what these buttons do has never been explained well. Resolution TAC Vista Workstation   There are five types of stretch&zoom buttons in TAC Vista Workstation (see figure below).   The three stretch behavior buttons are: Reset the strech behavior to what is defined in the TGML document. Set image to uniform size, which means that the image is stretch out to show it as large as possible and still show the whole image and with correct aspect ratio. Fill the entire client area/window, which means that the image is strechted out as large as possible to fill the whole area without maintaining the correct aspevct ratio.   The two zoom buttons are used for zooming in and out. To use them, one selects one of the buttons and then click on the TGML image to do the actual zooming. Or one can use the plus (+) or minus (-) keys to do the zooming when the TGML windo has the focus.     TAC Vista Graphics Editor TGML In the graphics editor there are two ways of looking at the TGML image; Design or Preview mode. The second view should simulate what is shown in the Workstation.   Design mode: When starting the editor, the TGML image is shown in its actual size -100% (i.e., no stretching or zooming is done).   By clicking on the Zoom button one can get to the rest of the sub-buttons for stretching/zooming. When this sub-toolbar is shown (and only then) the shortcut keys for the strecth/zoom button works (Ctrl-Asterisk, Ctrl-Plus and Ctrl-Minus). The restore stretch button (Ctrl-Asterisk) resets the strech behavior 100%.   The two zoom buttons are used for zooming in and out. To use them, one selects one of the buttons and then click on the TGML image to do the actual zooming. Or one can use the plus (+) or minus (-) keys to do the zooming when the TGML windo has the focus. By using the shortcuts Ctrl-Plus or Ctrl-Minus, selects the correct button (and the cursor changes to the spyglass when moved) and then one can click in the image to zoom.       Preview mode: When the preview mode is entered, the strech behavior will follow what is defined in teh TGML document.  By changing the behavior in the TGML document, the stretch mode changes in the preview window (unless zoomimg has been performed - se below).   In preview mode there are no strech/zoom buttons to use in Vista (the zoom buttons are present in Struxureware). However the shortcut keys plus (+) and minus (-) can be used for zooming if the TGML image has the focus.   In Struxureware's version of the graphics editor one can use Ctrl-Asterisk to reset the strech behavior to what is defined in the TGML document if the zooming has been used. However, in Vista's version the Ctrl-asterisk does not work in preview mode. But it seems that most shortcut keys for the toolbar buttons does not work in Vista.   Note: The stretch button has different meaning in the two views.          

Issue The bandwidth utilization in the Lon network is high, it is possible to see what Lon device and what objects in the Lon device that is causing the high load on the Lon network. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server Premium (AS-P) Cause When the load on the Lon network is too high (above 50%) you need to analyze the Lon communication to understand what Lon devices and objects in the Lon device that is causing the high load on the network. Resolution Use a Lon Protocol Analyzer to measure the Lon bandwidth utilization on the Lon network if the load on the network is too high (above 50%) analyze the communication. When doing that it is possible to use the trace log in the ES or AS-P, please see attached video of how that is done.    Configure Trace Log to capture Lon Communications Open Workstation and navigate to [AS/ES name]/System/Modules/Trace/Loggers/nsp/nsp.pin/nsp.pin.lon Right-click "nsp.pin.lon.comm" and choose Properties Under Level, change from "Information" to "Trace", then click ok Let it run for a few minutes. If there is some user input needed to recreate the lon issue, then perform these steps now Retrieve the log by right-clicking [AS/ES name]/System/Modules/Trace/TraceSettings and choose Trace settings->Get trace log Save the log file

Issue In order to troubleshoot random network issues, it is sometimes necessary to set up Wireshark to capture network traffic for an extended period of time. As Wireshark runs it decodes packets and its data structures grow. This causes performance issues and eventually, Wireshark may simply run out of virtual memory and stop capturing or crash. Product Line Andover Continuum, EcoStruxure Building Operation Environment Wireshark Cause Need to capture network traffic using Wireshark for an extended period of time. Resolution Open Wireshark and follow these instructions: From toolbar, select Capture -> Options On the Input tab, select input adapter. If necessary set capture filter. On the Output tab, perform the following: Browse capture file location and provide a filename. A timestamp will be added to the filename as a suffix. Ensure output format = pcapng Check Create a new file automatically Check After 1 and change seconds to hours Check when time is multiple of 1 and change seconds to hour Check use a ring buffer with X files. (Recommended settings are 96 hours (4 days) or 168 hours (1 week) so can retrieve files after long weekend or 1 week, respectively).  On the Options tab, perform the following Check last selection and change to 744 hours. (Recommended to capture for 31 days without stopping).  When an event happens, gather a capture with the timestamp before and after the event. One can ZIP the .pcapng files to save space when transferring.   NOTE: More recent versions of Wireshark ( 2.4.1.21317 ) make it very easy to set up a ring buffer from the Output tab of the Capture options. For older versions of Wireshark 1.x use the steps below When capturing data, Wireshark actually uses a capture utility called DumpCap to do the actual data capture. DumpCap does not decode packets as they come in and thus has a smaller memory footprint which remains constant. The only remaining concern is the size of the capture file or files which can be specified when starting the ring buffer to keep them from growing too big. DumpCap is found at the location where the Wireshark program resides which can be seen if you go to Help\About Whireshark\Folders Determine the index to the Ethernet adapter you need to capture on. In this example, the traffic seen by the Broadcom NetXtreme Gigabit Ethernet adapter will be captured. Index 1 is specified when starting DumpCap. Execute DumpCap with the following options dumpcap -i 1 -b files:3 -b filesize:10 -w C:]temp\abe.pcapng -i 1 specifies tp capture on the network adapter with an index of 1 -b file: 3 specifies to use a 4 file ring buffer. -b filesize:10 specifies to limit the file size to 10 KB (*** for a real life capture this number would be much bigger like say 100/200 MB) -w c:\temp\abe.pcapng specifies location and prefix for the three files In the screenshot below we can see the files in the ring buffer being used, once a file reaches the specified limit, the capture continues at the next file, files are names using the specified prefix as well as a date-time stamp that is updated each time utility dumps captured data in the file. Care should be taken to stop the capture as soon as possible once the issue under investigation takes place and before the ring buffer wraps around and overwrites the data.

Issue Script program Halts with error “Datetime calculation with overflow” resulting in the program not controlling Product Line EcoStruxure Building Operation Environment Observed in versions 4.0.1.86 and 4.0.3.176 Cause When a script program subtracts one datetime from another it can result in a negative value if the datetime being subtracted (subtrahend) is a later datetime than the one being subtracted from (minuend).  This causes the program to halt with error “Datetime calculation with overflow”.  The issue can also occur when a script program calls a function that involves a datetime subtraction resulting in a negative value, for example the standard PID function.   The image below illustrates the issue where DT1 is a later time than DT2.     The problem has typically been seen to occur when using the PID function and the ASP is set to obtain updates from an NTP server.  The PID function uses the current time and the last time the function was called to calculate the time passed, for example: -   TimePassed = CurrentDate – LastTime   Ignoring the date portion consider the scenario where the ASP time is currently 14:01:00 but is one minute ahead of the actual time of the NTP server.  If the function has just been called the LastTime variable will be 14:01:00.  However, in the meantime if the ASP time is updated by the NTP server it becomes 14:00:00 and hence when the function is called again the calculation is: -   TimePassed = 14:00:00 – 14:01:00    This results in a negative value halting the program on error “Datetime calculation with overflow”.   Resolution Either of the two workarounds below can be used but each will need to be considered based on their overall impact.    Use the DIFFTIME function If calling a function check the subtrahend is not a later datetime than the minuend before calling.   This is reported in defect #50263

Issue Satchwell FEU 4-port Unit Control Valve is obsolete. Product Line Field Devices Environment Satchwell FEU 4-port Unit Control Valve installations FEU4414 FEU4415 FEU4416 FEU4451 FEU4452 FEU4454 FEU4626 FEU4627 Cause Satchwell FEU 4-port Unit Control Valve requires replacement due to failure. Resolution Satchwell FEU 4-port Unit Control Valve may be replaced by Schneider Electric VZ419 series Unit Control Valve, although dimensional differences may apply.. It should be noted that VZ419 series Unit Control Valves are available in both Flat Face and Compression fitting specifications. The latest issue of the Schneider Electric Valves and Actuators Catalogue should therefore be consulted in order to determine the availability of the particular size / kv / fitting combination required.   It should also be noted that any Actuator installed on the Satchwell FEU 4-port Unit Control Valve will not be compatible with the replacement Schneider Electric VZ419 4-port Unit Control Valve and that a Schneider Electric MZ20 series Actuator of the appropriate operating voltage / signal type will also be required. 

Issue Error: 8000401a Retrieving the COM class factory for component with CLSID {2B768E20-89F2-11D2-99FD-00104B6D2299} failed due to the following error: 8000401a.Server process could not start because the configured identity is incorrect. Check username and password. (Exception from HRESULT: 0x8000401A).Code: -2147467238 When starting Vista Server, a fatal error happens: TACOS: COM Initializing failed, error code: -2147417831 Product Line TAC Vista Environment Remote desktop TAC Vista Windows 2008 Server or Windows 7 Cause When using Remote Desktop with a Windows 2008 Server and disconnecting, the TACOS process may end up in a "sandbox" and can not be reached by other people trying to log in remotely. Or, the Vista Server can't be started. Resolution The attached Tacos RDP Disconnect contains scripts that will disconnect a Remote Desktop session back to the physical session if tacos.exe is running. If tacos.exe is already running on the physical session or is not running at all, nothing happens.

Issue How can I add a SmartStruxure Automation Server to TAC Vista using BACnet/IP and what is needed Product Line TAC Vista, EcoStruxure Building Operation Environment TAC Vista Xenta 913 Automation Server Cause Building Operation versions earlier than 3.2 are not FDA 21 Part 11 approved, In instances where the version is lower than 3.2 it can be achieved by using  TAC Vista as a front end, and having Automation Servers as field controllers. In Building Operation version 3.2 and later an optional Regulated Industries Compliance Pack is available that can be used without the need for  TAC Vista as a front end. Resolution 1. Create a BACnet interface in Automation Server. 2. Create BACnet points in the "Application" folder 3. Browse the Automation Server with a BACnet browser (Here is a free tool) 4. Note the instance id's of the points 5. In TAC Vista, create a Xenta 913 6. Edit the Xenta 913 7. Create a "BACnet IP Client" interface and give it the IP address of the Automation Server 8. Create a BACnet device template containing the points you need - refer to the id's previously discovered 9. Add the device template to the "BACnet IP Client" interface in XBuilder 10. Save and download the project 11. Now you get the live values from the Automation Server in TAC Vista

Issue Needs to know how often Vista (or Xenta Servers) do online/offline polls for Modbus and MBus devices Product Line TAC Vista Environment Xenta Server Modbus Mbus Cause The devices may go offline for several different reasons. It's not possible to give a precise answer to this question, since it depends on your setup and the number of devices. Resolution In general, if a Modbus device has been detected as offline by the Xenta Server, it will wait 60 seconds until it tries polling that device again. That doesn't mean that a device will come online after 60 seconds if it has been offline because as described below, other factors comes into play, such as the number of devices and registers, and invalid registers. Mbus: The Mbus protocol is designed so that all information in the device will be received at every poll, regardless of what is defined in the device template. If the Xenta Server doesn't receive any information it will retry twice and if still no reply it will set the device to offline. All offline devices will be transferred to an offline queue in the Xenta Server, and at every new poll one device (the oldest) will be moved to the poll queue again. The reason for not retrying all is that if you have lots of devices that are offline at the same time, each poll would take very long time to complete and if using a short poll interval it may not be finished in time before the next poll. That will also mean that if you have many offline devices and have set a long poll interval in Xbuilder (default 1 min) it may take quite a while until all devices are online again. Note: In Xbuilder 5.1.9 and later it's possible to set the number of offline devices to poll each cycle. In some cases, for example when there are few meters and/or long poll times you may want to increase this number. Modbus/TCP: You will have a Server address for the TCP Client and if that server's ip address can't be reached all the Modbus devices below it will go offline. However as soon it can be reached again (will be tried constantly), it will scan all devices below it, and if they reply they will be set to online. If there's no response from a single device, it will retry twice before it's set to offline. The time it will take depends on the slave timeout setting in Xbuilder (default 3 seconds). As for Mbus, you have an offline queue where 1 device will be moved to the poll queue every poll cycle. The total poll time also depends on how many devices and registers you have defined (many devices/registers = longer poll time = longer time to detect if a device is offline/online). Modbus/RTU: It works similar to Modbus IP, except for the server part (which is not present). Besides that, you also have the "transmit delay" setting in Xbuilder (default 0 ms, max 1000 ms) which may effect the time it takes for a device to be reported as online/offline

Issue How to set the neuron ID of an I/O Module in a Vista classic network. Product Line TAC Vista Environment Vista Classic Network Xenta I/O modules Cause Xenta I/O modules beneath a base unit (300 or 400 series) do not show up in the Folder view tree structure.  You cannot right-click and set a neuron ID the same way you do for a base unit. Resolution Click on the Xenta base unit (300 or 400 series controller) in the tree structure. This brings up a list of modules inside the Menta file as well as two option modules that cannot be seen from the tree structure-- $IO and $LOGS. Double click the $IO module. All of the I/O modules defined in the Menta file are listed here.  Right-click, properties, to set the neuron ID.

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 and not on the Server. Resolution Go to the Security Expert Server and license/update the license from there.

Issue When integrating SIP Video Intercom to Security Expert video is not showing. IPIC video is not working/able to be configured. Product Line EcoStruxure Security Expert Environment Security Expert Server Cause Version of Security Expert is wrong or camera configuration is incorrect. Resolution Use Security Expert v4.2.241.3 or greater. Use the following settings in the Camera Record. Type: H.264 & Motion JPEG Stream Camera URL: http://:8080/video

Issue Would like to change the default Event Description displayed under Monitoring | Status Page View.  Product Line EcoStruxure Security Expert Environment Security Expert Server Cause Would like to customize Event messages by adding or removing text from the Description field for specific Events. Resolution Unfortunately we are unable to modify any Event Description. Changing, or adding to, the event text is not an option. A couple of alternatives could be: Add a descriptive Instruction to an Alarm that you are filtering (with an Alarm Filter) for raw data events and then monitoring the Alarms feed, instead of the Events feed, for those messages. Setup an "Action" to single out and email those specific Events that you want to see.

Issue How to populate emailed event messages with specific event details. Product Line EcoStruxure Security Expert Environment Security Expert Server Cause Security Expert documentation is missing instructions on how to add specific object details to emailed event messages. Resolution 1. The following email tags can be inserted in the Message and Subject fields to dynamically populate the event email. <FIELDTIME> or <FIELD_TIME>   <EVENTID> or <EVENT_ID>   <LOGGEDTIME> or<LOGGED_TIME>   <FACILITYNUMBER> or <FACILITY_NUMBER>   <USERNAME> or <USER_NAME>   <CARDNUMBER> or <CARD_NUMBER>   <USERID> or <USER_ID>   <INSTRUCTIONS>   <DESCRIPTION>   <INSTRUCTIONS2> (second language)   <DESCRIPTION2> (second language)   <ALARM>   <COMMENTS>   <ACKNOWLEDGED>   <DOORNAME> or <DOOR_NAME>     2. Security Expert documentation is being modified to include this information on the email tags that can be used to populate email messages.

Issue How to setup user photos so they are shown when accessing through a Door. Product Line EcoStruxure Security Expert Environment Security Expert Server Cause Unsure how to add photos to users and have them displayed when that user is accessing through Doors. Resolution There is an option for User photos in Security Expert and the Photo Id option is included with the base Security Expert license. With this "Photo ID" feature enabled you will see the Photo tab on the User object and will then be able to add photos to your users.   1. You can associate a photo to your users in the Photo tab of Users | Users.   2. In Monitoring | Setup | Status Page Editor, you can set the Style to Display User Image. Doing this will show the users photo with the access event.

Issue Cannot bring Reader Expander online. Product Line EcoStruxure Security Expert Environment Security Expert Server Security Expert Controller Security Expert Door Expansion Cause Module addressing has not been configured or is incorrect. Resolution Check the following:   1. Controller (SP_C) Module addressing is correct. When creating the controller for the first time you will need to register it as a Reader Expander to be able to use it's reader ports. Go to the Configuration tab  of the controller and set "Register as Reader Expander" to 1 and the Lock Outputs to the default "Controller PGM 3/4 outputs" setting.     2. Reader Expander Module address. A new module from the factory will default to an id of 254, this will need to be changed. If you only have the controller and one expander module then the SP-C will be id=1 so make the second expander id=2.     3. Health status. Check the Health status of your controller to see if anything shows up there.     4. Update. Update your modules to download changes, review the health status again.

Issue How can a workspace be created that can see only a single graphic page at a time. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Automation Server Building Operation Automation Server Premium Building Operation Automation Server Bundled Building Operation Workstation Cause While more complex workspaces can be created a kiosk or graphic page style interface could be the perfect workspace for the occasional user or touch screen style kiosk in a communal area. Resolution To create a workspace of this style it is important to use the Work Area Window instead of a Graphic pane since the Graphic pane will not fill the window area and has to be linked to a side of the workspace area. Open the StruxureWare Control Panel Select Account Management Click Add under Workspaces Specify the name of the Workspace ("Kiosk" for example) Click Next Click Add in the Content Window Highlight Work Area Window and  click Next Specify your initial path to be the default graphic you want to be presented such as a home page. Click Create Define what user interface options you want to restrict such as the history bar, toolbar, or address bar (Address bar for example can allow access to other parts of the database unless you restrict it with access rights or user permissions) Click Create Select your newly created workspace from the drop down menu and select  User Account groups Add the user account group you want to use this workspace to the right hand column. The graphic page only workspace should now be accessible or configured as the default workspace for a user both in Building Operation Workstation or Webstation.

Issue Trying to install SSL certificate via Web browser but the 'Install Certificate' button is missing. Product Line EcoStruxure Building Operation Environment Building Operation Webstation SSL Cause User logged into the machine needs to have administrative privileges to install the certificate. Resolution When running the browser, right click on the browser's icon then select 'Run as administrator'

Issue It has come to our attention that people are using Backup and Restore to duplicate Automation Server databases, this is not supported and should not be used as it results in various issues.  Some of the known issues at this time are listed below: When attempting to update Server IP addresses using the advanced feature "Repair server communication"; one or more Automation Servers are listed as Offline even though they are shown as Online within the System Tree. (Click on image for larger view)   When performing a backup / restore from the Enterprise Server the Automation Server(s) are not listed as part of the Child view.    Right-clicking on the Automation Server does not give all the options available and most are grayed out. Product Line EcoStruxure Building Operation Environment Building Operation Automation Server 1.2, 1.3, 1.4 and 1.5 Cause This situation arises because each Automation Server receives a unique identifier, global unique identifier (GUID), when using the backup and restore function this GUID is retained.  Therefore when restored to other Automation Servers these will retain the same identifier.  The only course of action available within this environment is to detach the Automation Server from the Enterprise Server and create a new database from scratch. The correct duplication process across Automation Servers is to use the export and import feature or copy and paste (drag and drop) across Automation Servers.   Resolution StruxureWare Building Operation 1.6 and above update:   You can now use the Restore function to re-use the configuration data from a backup set in a new standalone Automation Server. Rather than manually configuring your preferred Automation Server configuration, you can save time and configure the standalone Automation Server from a backup set. Online help topic: Duplicating an Automation Server Using Restore Backup and Restore feature should NOT be used to duplicate multiple Automation Server's databases it should only be backed up and restored to the same server.  Instead the Export / Import and copy and past features are designed for this function.   A warning note in the Technical Reference and IT Reference guides (versions 1.2, 1.3, & 1.4) has been added warning the users not to use the backup and restore function for duplication.  See the online StruxureWare WebHelp for this current Important Note (login required): Backup and Restore Overview However if you have this situation then it may be possible to recover some or most of the database, please contact Product Support and reference this article number so that this issue can be confirmed.