Building Automation Knowledge Base

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 In some cases, the event and trend database can grow really big, although not all the space in the files is used. In extreme cases, there is more free space than used space and it is quicker to create a separate file. Product Line EcoStruxure Building Operation Environment SQlite Building Operation Enterprise Server Building Operation Enterprise Central Cause Frequent inserts, updates, and deletes can cause the database file to become fragmented - where data for a single table or index is scattered around the database file. Running VACUUM ensures that each table and index is largely stored contiguously within the database file. In some cases, VACUUM may also reduce the number of partially filled pages in the database, reducing the size of the database file further. Read further information here: https://www.sqlite.org/lang_vacuum.html Resolution Stop the Enterprise Server or Enterprise Central. Open SQLiteStudio (link to download) Select "Databases" --> "Add database" Find the event.db or trend.db file from the "historical" folder of the EBO database folder. Use this article to locate for your installation - Clean db for Enterprise Server or Enterprise Central On the added database, right-click and select Connect to the database In the query tab, paste the following command: VACUUM main INTO 'C:\ProgramData\Schneider Electric EcoStruxure\Building Operation 6.0\Enterprise Server\db\Historical\event2.db'; Update the path to match your installation. One can SHIFT-RIGHT-CLICK the event.db or trend.db and select Copy as Path, then select everything inside the single quotes and paste. The paste will include double quotes, so delete those and leave the single quotes Update the database name to ensure it is unique. Click the blue play button above the Query tab. Depending on the size and amount of free space, this can take seconds to days to complete. One can monitor the progress in Windows Explorer by seeing the Size and Date Modified field update. Append .old to the end of the original file and rename the new file, event.db or trend.db, so it replaces the original. Start the Enterprise Server or Enterprise Central.

Issue NCII controller with Modbus TCP/IP xdriver running in server mode drops offline every day or so. Environment Modbus TCP xdriver Cause The customer was using a very old version of the modbus xdriver file. Resolution Installed the current Modbus TCP/IP xdriver release.

Issue Trying to download a Xenta programmable controller through System Plug-In fails.  Errors shown are default LNS type errors shown as: (Subsystem: NS, #59). Click okay and the next error appears (Subsystem: NS, #64). Click okay and the next error appears (Subsystem: NS, #51). Product Line TAC Vista Environment TAC System Plug-In Xenta programmable controllers Xenta 280, 281, 282, 283, 300, 301, 302, 401, 401:B Cause The steps defined in this article only relate to the NS #59 error when it is received on an attempt to download a controller through the TAC Vista System Plug-In.  It does not cover when this error is shown as a result of a commission attempt in an LNS environment.  For the commissioning error, please see The new program interface does not match the previously defined program interface. (Subsystem: NS, #59). The cause of this particular set of errors is unknown at this time, but has been witnessed a number of times.  Various troubleshooting techniques have resolved the issue. The best course of action is to try each of these methods in the order of least to most disruptive. As new techniques and procedures are discovered, they will be documented here. Resolution Remove the controller from the Vista database In the Vista System Plug-In, locate the offending controller in the right-hand TAC Pane Right click and delete the controller Update the Vista database Locate the controller in the left-hand LNS Pane Drag and drop it back into the TAC Pane Update the Vista database Attempt the download again.  Remove the controller from the LNS database In LonMaker or NL220, locate the offending controller Right click and delete the controller In the Vista System Plug-In, locate the controller (which now has a red X over it) Right click and delete the controller Update the Vista database Add the controller back to the LNS database In the Vista System Plug-In, locate the controller in the left-hand LNS Pane Drag and drop it back into the TAC Pane Update the Vista database Attempt the download again Replace the controller Physically replace the controller This should be performed in conjunction with the steps listed above for removing the controller from the LNS database.

  Issue How can the WorkStation "Remember me on this computer" option be enabled or disabled? Remember me option is available; user can turn on or turn off remember me: Remember me option is enabled      Remember me option is unavailable; user can't turn on remember me: Remember me option is not enabled   Product Line EcoStruxure Building Operation Environment Building Operation Workstation Cause The availability of the "Remember me on this computer" option is determined by the security setting "Instruct clients to allow autocomplete of credentials." If this setting is unchecked, the server will disable the autocomplete feature for username and password fields on the login page, which also affects the availability of the "Remember me" option in WorkStation. Resolution For EBO versions 3.0 and higher: Remember me for WorkStation logins can be disabled on the server by navigating to Control Panel->Security settings. For EBO version 4.0 (EBO 2022) and higher: The availability of the "Remember me" option is determined by the "Instruct clients to allow autocomplete of credentials." setting. If the checkbox is checked, users can use the "Remember me" option. If the checkbox is unchecked, users will not be able to use the "Remember me" option. In EBO version 6.0 (EBO 2024) and higher, this option is unchecked by default for new installations. For upgrades, the setting chosen before the upgrade will be retained. For EBO version 3.x:  The availability of the "Remember me" option is determined by the "Allow Remember me." setting. If the checkbox is checked, users can use the "Remember me" option. If the checkbox is unchecked, users will not be able to use the "Remember me" option.

Issue Can you disable the wireless in StruxureWare Lite Environment StruxureWare Lite site with wireless devices Cause Does the MPM emit radio waves if the Enocean & Zigbee is not configured (enabled) in the controller set up pages Resolution ZigBee is a wireless communication protocol that uses a mesh network between devices. It operates on the 2.4GHz band and is divided in 16 channels. The Zigbee Pro protocol has error-correction and can dynamically add or remove nodes to the mesh without interrupting the communication. A MPM set as a ZigBee Coordinator creates a network (more or less like a wi-fi router) and a MPM set as a ZigBee router will join an existing network. As a rule of thumb the practical distances are around 150ft in building and 300ft open air but heavily depends on the obstacles around. Disabling ZigBee through the Communication Configuration (C2G1) object will prevent data exchange between this MPM and the rest of the network. It will not disable the radio module, which could still be connected to a network. EnOcean is a 'broadcast' type of protocol that operates on 3 frequency bands. North America is currently using 315MHz and will soon be replaced by 902MHz. Europe operates on 868MHz. As a rule of thumb, the practical distances are about 50ft in building but heavily depends on the obstacles around. There is no way to disable the EnOcean module, however if no device is added or no reference to EnOcean commands are used in the scripts, the module will not transmit or receive packets. More info on wireless deployments can be found here: https://ecobuilding.schneider-electric.com/search#keyword/MPM-GW%20Wireless%20Manager%20-%20Specification%20Sheet/tab/documents

Issue The Sum Alarm will not trigger when monitoring other Sum Alarms. Product Line EcoStruxure Building Operation Environment Building Operation Automation Server  Building Operation Enterprise Server Cause The Sum Alarm is ignoring other Sum alarms for detection of alarm criteria. Resolution There are two options to resolve this. Configure a 2nd SUM alarm to use criteria that triggers on any of the points that would have triggered the Sum alarm you want to monitor and the other points. You can create a Change of State Alarm to monitor the alarm state of the 1st Sum Alarm. The second Sum alarm can then detect that the Change of State alarm is active. (It might be practical to hide the Change of State alarm by setting the priority to a low value and filter your default alarm view to exclude it in order to avoid double alarm entries in the alarm view of Workstation)

Issue Steps in obtaining a Return Authorization (RA) number for a defective Niagara R2 UNC. Product Line TAC IA Series Environment Niagara R2 UNC Cause Failed unit requires repair or replacement. Resolution Before calling Customer Service for a Return Authorization, review the following steps to ensure the unit needs to be sent back to the factory. Symptom: Unit has a constant / steady heartbeat LED A UNC with a steady heartbeat LED indicates that the unit is not booting to the operating system. If a power cycle does not correct, there is not a way to recover without repairing with the factory fixtures. The only alternative is to provide a return authorization for repair or replacement. UPDATE: There are some issues that have been identified since this article was originally published that are field repairable.  To identify these field repairable issues, connect the serial console (see Need to correct invalid IP address or subnet mask entered into a UNC 520), power cycle the UNC and capture the console output.  Provide the console output information when you contact Product Support. Symptom:  Unit has a rapid heartbeat A rapid heartbeat typically indicates a memory issue.  During shipping the memory card has been known to have shifted in its socket. Power the unit down and remove then reseat the memory card in the UNC several times and then power up and monitor. Symptom: Unit is continuously rebooting In a new unit, this continuous rebooting could be a memory issue.  During shipping the memory card has been known to have shifted in its socket. Power the unit down and reseat the memory card in the UNC several times and then power up and monitor. Typically, if the fuse is bad you would see a watchdog or battery failure in the standard output window every 15 minutes or so. The fuse in the UNC-410 and UNC-520 is soldered into the board and is not field replaceable. The UNC-510 fuses are field replaceable.  Remove the shield from the UNC enclosure and remove the board from the shield. The main fuse (F1) is a 5 X 20 mm Fast Acting 1.5 amp 250 volt (Bussman GMA-1.5). The battery fuse is a 5 X 20 mm Slow Blow 2.0 amp 250 volt (Bussman GMD-2A). The battery fuse is the fuse on the right when the power connector is oriented to the upper right. Both fuses are labeled on the circuit board legend. The control board tests the battery’s charge every 5 minutes by placing a momentary short across the battery and monitoring its recovery. A failing battery will cause the unit to reset and reboot when self- tested. Remove the battery red wire and if the unit continues to operate, replace the battery. To test the battery, disconnect the battery and measure the voltage across its terminals with a voltmeter. It should read above 12 Vdc. The charging circuit in all UNCs usually provides a voltage of 13.5 Vdc (approximately).   Replacement battery, part number UNC-500-BAT. Notes: UNC will power itself down within 5 minutes after the power fails. The battery will retain the clock and other dynamic memory data for about 12 hours. A fully discharged battery will recharge in about 12 hours. The life of a battery is 3 to 5 years under normal conditions. Excessive discharge cycles or operation at high ambient temperature (>122F) will shorten the life of the battery. UPDATE: There are some additional issues that have been identified since this article was originally published can cause the UNC to continuously execute a Watchdog Reset and become disabled. See I/A Series R2 (Niagara) station opened in the Admin Tool displays "Disabled"), for more information on this issue. Symptom: AC power failure or Transformer problem The UNC-410 and UNC-520 have an internal transformer. The transformer voltage and wiring should be verified before returning the unit.. This is a center-tap transformer and is wired to the first three terminals on the circuit board connector.  The wires, top to bottom, should be Green, Green Yellow, and Green respectively. The voltage should read approximately 30 VAC Green to Green and approximately half the value (15 VAC) between either Green wire to the Green Yellow wire. Returning unit for repair The symptoms above are a sample of common, sometimes field repairable, failures in a UNC. If the UNC-410 or UNC-520 needs to be sent to the factory for repair, you will only need to return the circuit board (UNC-410-500 or UNC-520-500), not the entire UNC. The printed circuit assembly will be exchanged or repaired and returned. The repaired UNC will come with a 3 month warranty. To issue a Return Authorization (RA#) the factory will need to know the following information: The product part number Is the unit still under warranty? Warranty note: Warranty on a new UNC is 2 years from date of manufacture. The date code format is yyww. Example:  0815 is  2008 week 15 Serial number Job name (site name for unit) Factory order number Project ID Host ID (in the license file) The reason for return Network settings (IP, Subnet, name) Username and Password Station DB Username and Password Any special shipping instructions Have a purchase order number ready when you call. Note: Customer Support Services sends/bills for advance warranty replacement units. When the customer returns the correct unit within 30 days, a credit is then issued., Call Schneider-Electric at 888-444-1311 and select option 2 (Product Support). Product Support will enter a support case identifying the unit and that an attempt to troubleshoot was done prior to issuing the RA number. The caller should request the Product Support Case number and RA number for future reference. An RA will be issued based on the following criteria: Credit AWR (Advance Warranty Replacement). Customer is sending back an inoperable unit to the factory for credit and needs a replacement unit right away. OOWR&R (Out of Warranty Repair and Return). Customer sends back an inoperable unit to the factory for repair and return. IWR&R (In Warranty Repair and Return). Customer sends back an inoperable unit to the factory for repair and return. NOTE: When issuing an AWR, hold the defective unit and use the packaging from the replacement to return the UNC board. This will help guarantee that the units are not damaged during shipment. When the units are received damaged and improperly packed, they are returned as received and no credit issued. Ship the device to: Schneider Electric 1354 Clifford Ave.   Dock 3 Loves Park, IL. 61111 Attn: Repair Dept. RA ###### Put the RA # on the outside of the box. Include your return address in the box.

Issue Some SNVT's are not updating correctly. Environment Sigma IC IC3 LON SNVT's Cause LON Bindings are not correctly configured as a "Sigma" connection type. Resolution The IC-LON configuration process is explained fully in the "IC-Lon Configuration document attached HERE. Part of the above document deals with the use of the IC-Lon Plug-in. This Plug-in will create the "Sigma" connection type which is used by the IC-Lon. Below is a screen shot of this connection type. This connection type is selected "Unackd", the advanced settings are shown below. If the correct connection type is not used, then the bindings will not operate correctly.

Issue No Lon interfaces are shown under the Device discovery tab Product Line EcoStruxure Building Operation Environment WorkStation LConfig Cause One reason can be that there is a NIC-IP/RNI that are enabled but not defined   The easiest way to check for this is to look in the registry, HKEY_LOKAL_MACHINE\SOFTWARE\LonWorks\DeviceDrivers See if there are any "extra" NIC_IP entries. Resolution Go to Start and type in regedit Go to HKEY_LOCAL_MACHINE\SOFTWARE\LonWorks\DeviceDrivers See if there are any "extra" NIC_IP entries. Don't change anything! Just note the name of the extra entry. Open LConfig, click on the NCI-IP/RNI tab Select the extra device in the drop down list Uncheck Enable device Select the active device Make sure the active device has a device name Click OK Now your real devices should show up in the list

Issue When reloading controllers, Continuum reports the following error: "An error occurred while installing the directory service." Product Line Andover Continuum Environment Continuum Alarm Points Cause A Continuum object is referencing a point in a controller that is offline or that requires a reload. Resolution Either reload the controller that owns the referenced point, or restore communication with that controller.

Issue After selecting a project and opening an application, WorkPlace Tech 5.7.7 successfully connects to a controller.  The monitor tags update.  After disconnecting and opening a second application (same project), WorkPlace Tech cannot connect to the controller. At the top of the window, it indicates that it's connected but the monitor tags remain gray.  The application downloads successfully but that does not help with the monitor tags. The only way to resolve the issue is to close and re-open WorkPlace Tech.  This action allows the first application to connect successfully to the controller but not any subsequent applications. Environment WorkPlace Tech 5.7.7 Cause Import of existing applications Resolution When a computer has been upgraded to WorkPlace Tech 5.7.7, the Projects folder is typically cut & pasted from a previous version. Any application that was from a previous version of Workplace Tech must be rebuilt within version 5.7.7. This step has corrected the gray monitor tag issue in several instances. This applies to both the MNL and MNB product lines. For more information, review Appendix B of the WorkPlace Tech Tool 5.7 Engineering Guide Supplement (F-27356).

Issue Clarification regarding Vista's OPC server and OPC client functionality. Incorrect configuration can cause unexpected results and crash the system. Product Line TAC Vista Environment Vista Server Vista OPC Server Cause There is some confusion as to the usage of the OPC server object in TAC Vista workstation. Resolution TAC Vista OPC Server TAC Vista OPC Server is an add-on module to TAC Vista Server, which enables third party OPC-compliant presentation systems to interface with TAC products. All objects and signals in the TAC Vista Server database can be read and changed via the OPC Data Access interface. Vista OPC Server is implemented as a Windows service and can be started from the Computer Management console.  A license is required, but no configuration is necessary in workstation TAC Vista OPC Client The TAC Vista database has to be programmed and configured as an OPC client, using the TAC Vista OPCTool. Simply browse the available OPC servers, select the objects to be added to TAC Vista and then from the tools menu select "Create/update TAC Vista objects...". When the dialogue opens up, browse to the appropriate location and select the OPC server object to be updated. If this is a new OPC client, right-click in the dialogue and select New->Device-OPC server. The object's properties will then be set by OPC tool after clicking on the select button. !!Do not create an OPC server object in Vista and set the program ID to TACOS.OPCServices.DA.1 and the Class ID to {7EA83597-0B54-4BAF-9EE5-D30AA9EB4D6D}. This will create a loop in the system and cause unexpected behaviour. There should be no OPC server objects in Workstation if TAC Vista is the OPC server!! read and changed via the OPC Data Access interface. to interface with TAC products.

Issue Controllers IP address needs to be changed but any attempt to do so results in the IP address reverting back to what it was previously configured for. Product Line Andover Continuum Environment Continuum CX9702 BCX controllers NC2 controllers ACX57xx controllers Cause The Controller has hit the Flash writes circuit breaker and is no longer able to save any changes to Flash. This includes updating Device settings such as IP address and ACC Node ID. The controller error log may also contain an error similar to below when attempting to make any such changes.   10/08/2014 19:00:22.00 0x00004406         0x03b76100        0x0004cb68         0x003e2000        0x000007d1                                         DEVICE_ERR_ERASE_LIMIT      (Flash circuit breaker tripped. CX97XX code base) Resolution One of the two methods to reset the Flash circuit breaker listed below should then allow the controller to write to Flash again.   1. accstatusbackup = accbackupenable   For more information see Caution when using PE programs to perform an automatic flash backup on a controller.     2. INFFlashDisabled.   Create a numeric in the controller with the following name and alias:   INFFlashDisabled   A value  greater than 0 usually indicates that the flash circuit breaker had tripped, though in some cases you may find these errors occurring when INFFlashDisabled = 0. In either case, once the value of this numeric is set to 0 and applied,  the flash circuit breaker errors should stop.

Issue Having trouble communicating to an NPR or other I/NET hosts over a slow/busy ethernet. Product Line TAC INET Environment Any Version of Windows OS and Any Version of I/NET Seven Cause You can make I/NET more tolerant of communication delays over the IP network by making the following change. Resolution Open regedit. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\CSI - Control Systems International\I/Net 2000\Configurations. Select your active profile. On the right side, right click and modify the DWORD value "EthernetTimeout" and click "Decimal". The default value is 500mS or half of one second. Increasing this value will determine how long I/NET waits for a response over the ethernet before it gives up. Raise it to 1000, 2000, 2500, etc. and see if it helps. For additional information please see NPR's giving you "Host Lost - Host Restore" messages.

Issue Receiving error “Could not connect to server. Cause: System.Runtime.Remoting.RemotingException:Requested Service not found opening graphics in webclient Environment Windows XP Windows Server 2003 Windows Server 2008 Cause This issue usually happens after uninstalling and reinstalling IIS. The webclient and newgraphicsfiles virtual directories may have been added, but DNWACServerFactory was not. Since the DNWACServerFactory virtual folder is missing, it keeps trying to create itself, but it can't and it generates the error. Resolution Get all users out of webclient In IIS (Internet Information Services Manager) Right click on Default Web Site, select New> Virtual Directory Click Next In the Alias field type: DNWACServerFactory, Click Next Click Browse and navigate to C:\Progam Files\ Continuum\DNWACServerFactory Click Next For access permissions, keep read, run scripts and select browse Click Next, Click Finish Restart webclient and test out graphics

Issue After loading SigmaX on to a new laptop it does not run.  An error appears "The file SigInterfaceMfc.dll is not found." If accepted then another error message occurs, "The file SigShell.dll is not found." Product Line Satchwell Sigma Environment SigmaX Windows XP, 7, 10 Cause The Windows Environment Path "C:\sigma\bin" is not set when SigmaX was installed. Resolution Manually add the setting “c:\sigma\bin” to the Windows Environment Path. On Desk Top find the icon "My Computer". Using right hand mouse button select "Properties". Select the "Advanced" tab. Select the "Environment Variables" button. In the "System variables" window highlight the "Path" variable. Select the "Edit" button Scroll to the end of the "Variable value" text box and append the text string with “;C:\Sigma\bin\” Select "OK" buttons to close and save the changes (three times).   Also see similar KB article - SigmaX reports a missing DLL.

Issue Cannot get comms stats from the DNN or controllers below the DNN. Product Line Satchwell Sigma Environment Sigma Communication DNN RIP Listener Windows XP Persistent routes Cause The Sigma server 'learns' the network architecture by listening to RIP messages broadcast by the network DNN's.   This is performed by RIP Listener which by default is not enabled on Windows XP. Resolution Enable RIP Listener on the Sigma Windows XP server by; In Control Panel select 'Add or Remove Programs' From the left hand bar select 'Add/Remove Windows Components' Highlight 'Network services' and select 'Details' Enable 'RIP Listener'   Select 'Next' and then 'Finish' OR Add persistent routes as an addition to RIP Listener as a backup or if RIP v1 is not permitted on the system see Persistent routing on the Sigma server. Use the DOS Command ROUTE PRINT to list the dynamic and persistent routes, check that the gateway address and network addresses are correct.

Issue Does Continuum 2.0 SMTP alarm email support encryption? Product Line Andover Continuum Environment SMTP Cyberstation Cause There is a need for encryption on SMTP alarm delivery in Continuum. Resolution Continuum does NOT support encryption for alarm emails sent over SMTP from Cyberstation.

Issue What are the standard features of a Jace-6 and Jace-7? Environment Niagara G3 Cause Ordering them for a new job Resolution Each jace comes with Web Browser Support, Enterprise Connectivity Pack, and oBix Client/Server. For more details, review the License Form located on The Exchange Download Center.

Issue As a user, i would like to pre-program my JACE with my devices and i cannot make sense of the MAC address. Environment SmartStruxure Lite Multi-Purpose Manager and any device that can communicate with it. Cause Cannot make sense of the MAC address. Resolution The MAC address of each device has the following format: [ yy xx bb aa 00 00 ] [ yy xx ] denoted the "Network Number" in HEX [ bb aa ] denotes the "Device ID" in HEX   Example Device MAC address is 7B 00 67 00 00 00 Network Number = 123 (Decimal) = 0x7B00 (HEX) Device ID = 103 (Decimal) = 0x6700 (HEX)