Building Automation Knowledge Base

Issue The TAC Vista OPC server does not function using the evaluation license file for TAC Vista. Product Line TAC Vista Environment TAC Vista Server Evaluation License TAC Vista OPC Server Cause The TAC Vista OPC Server license is a separate license needed when a third-party program should read values from TAC Vista via OPC.  The TAC Vista OPC Server license is not included in the Evaluation License for TAC Vista.  Resolution If you had an existing OPC Server license and this needs to be transferred to a new PC, rehost the license as shown in the article Rehosting a Vista 5 License on the FlexNet License Server. If you need an evaluation license for TAC OPC Server, please contact your country-level Product Support.

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 Slow reading/writing of log values and events might be caused by a fragmented index in the SQL database. Product Line TAC Vista Environment Vista Server SQL log/event data SQL Server 2005, 2008 Microsoft SQL Server Management Studio Express Cause If the SQL database has become fragmented in its index, these scripts can be run in SQL query software (e.g. Microsoft SQL Server Management Studio Express). Downloaded this software for free at: http://www.microsoft.com/downloads/details.aspx?FamilyID=C243A5AE-4BD1-4E3D-94B8-5A0F62BF7796&displaylang=en Resolution Warning: Always take backups of the system prior to performing maintenance on the database. Run the following SQL query: SELECT * FROM sys.dm_db_index_physical_stats (DB_ID(N'taclogdata'), OBJECT_ID(N'TrendLogValue'), NULL, NULL , 'DETAILED') WHERE index_level = 0 order by index_id Look at "avg_fragmentation_in_percent" Or DBCC SHOWCONTIG Look at Logical scan fragmentation If the database is fragmented, e.g more than 50% run this script to defrag the index: USE TACLOGDATA DBCC INDEXDEFRAG('taclogdata','TrendLogValue') Or USE TACLOGDATA DBCC DBREINDEX('TrendLogValue')

Issue Trying to open TGML Graphics Editor and an error appears before the editor crashes.  Crash report shown below: Font 'Arial' does not support style 'Regular'. ArgumentException at System.Drawing.Font.CreateNativeFont() at System.Drawing.Font.Initialize(FontFamily family, Single emSize, FontStyle style, GraphicsUnit unit, Byte gdiCharSet, Boolean gdiVerticalFont) at System.Drawing.Font..ctor(FontFamily family, Single emSize, FontStyle style, GraphicsUnit unit) at SE.Graphics.Viewer.Windows.GDIPlus.RenderText..ctor(Double left, Double top, String textContent, Double fontSize, String fontFamily, Int32 fontStyle, Int32 fontWeight, Int32 horizontalAlign, Int32 verticalAlign, Int32 textDecoration) at SE.Graphics.Viewer.Windows.GDIPlus.DrawingFactory.createText(Double left, Double top, String textContent, Double fontSize, String fontFamily, Int32 fontStyle, Int32 fontWeight, Int32 horizontalAlign, Int32 verticalAlign, Int32 textDecoration) at SE.Graphics.DOM.TGML.TgmlText.getUncachedShape() at SE.Graphics.DOM.TGML.TgmlStrokeShape.getShape() at SE.Graphics.DOM.TGML.TgmlTextShape.getShape() at SE.Graphics.DOM.TGML.TgmlStrokeShape.getUncachedBoundingBox() at SE.Graphics.DOM.TGML.TgmlShape.getBoundingBox() at SE.Graphics.DOM.TGML.TgmlShape.HandleAfterBoundingBoxChanged() at SE.Graphics.DOM.TGML.TgmlShape.OnAfterBoundingBoxChanged() at SE.Graphics.DOM.TGML.TgmlShape.OnChildElementChanged(Node element, ChangeType changeType) at SE.Graphics.DOM.TgmlInheritedElement.FireChildElementChanged(Node element, ChangeType changeType) at SE.Graphics.DOM.TgmlInheritedElement.insertBefore(Node newChild, Node refChild) at com.sun.org.apache.xerces.internal.dom.NodeImpl.appendChild(Node newChild) at com.sun.org.apache.xerces.internal.dom.ParentNode.cloneNode(Boolean deep) at com.sun.org.apache.xerces.internal.dom.ElementImpl.cloneNode(Boolean deep) at SE.Graphics.DOM.TGML.TgmlShape.cloneNode(Boolean deep) at com.sun.org.apache.xerces.internal.dom.ParentNode.cloneNode(Boolean deep) at com.sun.org.apache.xerces.internal.dom.ElementImpl.cloneNode(Boolean deep) at SE.Graphics.DOM.TGML.TgmlShape.cloneNode(Boolean deep) at TAC.Graphics.Editor.Core.GraphicsComponent.ExtractContent() at TAC.Graphics.Editor.Core.ComponentStencilItem.LoadItem(String file, String imageFile, String& description, Image& image) at TAC.Graphics.Editor.Core.FileStencilItem.Load(String file) Product Line EcoStruxure Building Operation TAC Vista Environment TGML Graphics Editor Multiple installations of Microsoft Office Cause If a PC comes with Microsoft Office 2010 (which is not currently compatible with Vista) and additional versions of Excel 2007 are installed, for example, it could remove or corrupt the installation of certain fonts. Resolution Obtain a fresh copy of the font .TTF file.  In this example, Arial.ttf. Install the font by dragging and dropping the .TTF file into C:\Windows\Fonts directory.

Issue MSMQ error message: "Appears to be a problem with configuration of system please check to make sure you have MSMQ correctly installed" Environment Continuum 1.9X Windows XP and 2003 Server Cause Message Queuing Not installed Resolution Open Control Panel Select Add and Remove Programs Select Add / Remove Windows Components Select Message Queuing Restart System and test.

Issue  Where do I find our BACnet controllers BACnet PICS? (Protocol Implementation Conformance Statement) Product Line Andover Continuum, EcoStruxure Building Operation, TAC IA Series Environment All BACnet controllers Cause Alternative locations to find BACnet PICS for our controllers. Resolution PICS documentation can be found on The Exchange Download Center and BACnet International website.

Issue When opening Lonmaker a license error indicates that the license has not been activated or expired. LonMaker License Wizard This license has not been activated, or has expired. Applications using the license will not function unless you register the license. The information below shows the current usages for this license. Click Next> to activate the license: Environment NL220 Lonmaker Cause Corrupted LNS Credits on your PC Resolution Occasionally, software errors may prevent the licensing mechanism used by the LonMaker tool or LNS Applications from working properly. Use the license checking procedure below to locate your license problem, then download and install the LNS License update 2006 This will NOT fix your already corrupted license files; however, this will help prevent the license from becoming corrupted in the future. To fix the problem, use one of the following procedure : Procedure -- Checklic command: Open a Windows command prompt. To open a command prompt, click Windows Start > Run, and type cmd for Windows XP and Windows 2000, or type command for Windows 98. Then click OK. Type in the following commands, depending on the software product you are fixing (you can execute this command from any location). Press the Enter key at the end of the command:   Product Command  LNS Application checklic nsseng.exe An example of a working license is shown below. C:\>checklic nsseng.exe If you get an error in this screen Click Here for a list of errors and related repairs.

Issue When the Ethernet is removed from an AX-SSC controller, all of the devices underneath that controller inexplicably lose their connection to the controller. Product Line EcoStruxure Access Expert Environment AX-SSC Cause The firmware of the SSC is outdated. Resolution The firmware of the SSC needs to be upgraded to version 24.01.241 or newer. This can be accomplished with the following procedure:   1. From Access Expert (the firmware of the SSC can only be updated within Access Expert, not from the Device Administrator), select the "Hardware Provisioning" tab. 2. Click "Controllers", and then select the correct SSC controller. 3. Under "General Info" verify the "Reported Version Number". If less than 24.01.241, the firmware needs to be updated. Click "Update Firmware".

Issue Field office needs to access the Web Service page so that they can perform an Ethernet network packet capture for communications troubleshooting purposes. Environment MNB-1000 with firmware 1.50E and earlier only. Cause Field office needs to access the Web Service page so that they can  perform an Ethernet network packet capture for communications troubleshooting purposes. Resolution The Web Service page has been removed from the MNB-1000 Plant Controller firmware effective with release version 1.510.  The user-name is user The password is mnb1000

Issue How is the mac address (ethernet id) of the Continuum master controllers calculated? Product Line Andover Continuum Environment bCX CX9200 CX9400 CX9900 CX9600 CX9702 CX9680 ACX5720 ACX5740 Cause Mac address must be unique. Resolution The controller mac address is assigned at the factory. The first three numbers (0:40:11) are fixed and represent the manufacturer, the next three numbers ar5e the unit's serial number converted to hex. Example: Manufacturer = 0:40:11 SN = 557746 which converted to hex = 882b2 Mac address = Manufacturer + SN ~ 0:40:11:8:82:b2   Windows calculator has a programmer mode that can be used to convert from decimal to hex.

Issue Communications from CyberStation to controller is flaky, controller goes offline during reload or while an object is under edit. Controller can be pinged consistently and access via the configuration web page works fine. Opening/editing objects randomly result in communication timeout errors. Environment CyberStation All CXs Cause Controller is online with two Continuum databases at the same time. Example: In a LAN system  with the controller is configured in the SQL server DB, a lap top running stand alone Continuum is connected to perform some troubleshooting, the controller exists in the SA database residing in the lap top. Resolution The controller MUST only be online with one ContinuumDB. Close Continuum on the machine that is looking at the second database.

  Issue EBO 5.0 and all other revisions, In workstation When selecting `View history` of an alarm, we get columns more focused on alarms such as Alarm state, Alarm text,.. etc  But  in WebStation, we have “ View Events “ that shows columns that are more focused on object event history (including Value before, Value After, etc) rather than alarm history.       Product Line EcoStruxure Building Operation Environment Building Operation Workstation Building Operation Webstation Building Operation Automation Server Premium Cause Navigating to View Alarm history in webstation is different than in workstation Resolution Alarm is a subset of Event, so it is reasonable to see it is under 'Event viewer'. There is no such a thing called 'Alarm history record' in webstation.This is Function as Designed (FAD) If we click on any of the events, after opening it we can see full alarm details.

Issue A Log Processing Trend Log created in an EBO server and connected to an Extended Trend Log will not transfer any records even if the Force Transfer command is executed. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Automation Server Premium Building Operation Automation Server Bundled Cause Log processing trend log records are not saved to database, so they will not be transferred to Extended Trend logs. Resolution In the Basic Properties of the Log Processing Trend Log, set "Persist data" to True to store trend data in the database. This will enable the records to be transferred to the connected Extended trend Log.

Issue No alarms are being displayed in the alarm queue. This includes alarms from any automation server that has been added underneath an enterprise server database or enterprise server alarms. Product Line EcoStruxure Building Operation Environment WorkStation Alarm Queue Cause This is a result of the alarm queue filter containing active filter conditions. Resolution Remove alarm filters: Click the Alarm Filter icon on the toolbar of the alarm queue. In the Select Conditions window, make sure that all of the alarm conditions have been removed or only the filters that you want remain. To remove an alarm condition, simply click the trashcan button on the far right side of the condition. Note: If a blank condition is left behind, it will prevent any alarm from being displayed in the alarm queue.

Issue Provide a solution for displaying local server time Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Building Operation Enterprise Server Cause Request to display local server time Resolution Example code below can be inserted into a PE Script to allow display of local server time from within the workstation. By converting the time into a string the display of the information is not affected by any localization that is attempted by the client. *************************** datetime output ServerTime, ClientDisplayTime string output DisplayTimeString, DisplayTimeString2 String ampm numeric h1, h2 numeric Adjustment ' Time Adjustment: UTC Offset, DayLight Savings Time Adjustment = 4*3600 ServerTime = Time 'Set the desired Client Display Time ClientDisplayTime = ServerTime + Adjustment 'Set String to ServerTime print ServerTime to DisplayTimeString h1 = TimePiece(hour, ServerTime) if h1 = 24 then h1 = 12 if h1 > 12 then  h2 = h1-12  ampm = "PM" else  h2 = h1  ampm = "AM" Endif print TimePiece(month, ServerTime);"/" ;~       TimePiece(dayofmonth, ServerTime);"/";~       TimePiece(year, ServerTime),~       h2;":"; ~       TimePiece(minute, ServerTime);":";~       TimePiece(second, ServerTime), ampm to DisplayTimeString2 ****************************

Issue When using Conversion Coefficient slope m = 1.0, the return to normal (RTN) Alarm Limit on an AI point appears to have a built-in offset. Environment I/NET Seven - Analog Inputs (AI), all revisions. Cause There is a built-in hysteresis of 3 counts on the return-to-normal settings for both the low and high limit setting of an analog input (AI) point.  When using a conversion coefficient slope (M) of 1, this provides a 1:1 scale between counts and engineering units which could provide undesired results.  So this built-in hysteresis needs to be considered when using a slope (M) of one or higher on analog input alarm points.    Resolution Consider using a conversion coefficient slope (M) of 0.1.  Alternatively if this is not possible, creating an internal AI point (using a m = 0.1) or a DA and applying a calculation to reflect the points value or alarm state as required as a workaround.

Issue A new computer has been configured as an InVue Client computer.  In Viewer, when displaying a typical graphic screen, the dynamic values for each OCX is replaced with the words "Access is Denied". What causes this message and how can it be corrected? Environment InVue Wonderware for Intelligent Buildings (WIB) Cause Primarily a Windows permissions issue or incomplete communications setup. Resolution Try each of the following to correct the problem: Make sure DCOM is enabled (Start -> Run -> dcomcnfg) and running on both the client and server computers. Use "telnet" command to see if port 135 is open and available for DCOM. Use dcomcnfg.exe to modify its settings: On Default Properties tab, verify that "Enable Distributed COM" is checked, default authentication level is "Connect" and Default impersonation level is "Identify" On Default Security tab, Default Launch Permissions - click Edit ... button, verify that the Administrators group is shown and has "Allow Launch" permission" On Default Security tab, Default Configuration Permissions - click Edit ... button, verify that the Administrators group is shown and has "Full Control" permission" Windows login account for the client pc must exist on the server as well -- same username and password -- administrative privileges mandatory Ensure wwuser.exe (factorysuite/common folder) reflects the local computer name and administrative user account Re-do the DDE Shares as outlined in Tech Bulletin 02-26 on the client computer. Turn off any firewall and disable/remove anti-virus / anti-spam program or service.

Issue While moving a SmartX Controller from one AS-P to another, there is an error stating "The following devices appear to be hosted by another server. In order to host them, you must first right click the device and select 'Clear host information' ".   Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Building Operation Multi-purpose Controller Building Operation Multi-purpose VAV Building Operation IP-IO Building Operation Room Controller Cause SmartX controllers can only be hosted by one automation server at a time. Resolution Use the Device Discovery tab in the AS-P Once the MP is found, right-click on the device Select clear host information    

Issue Graphics not working in Webstation. Only the menu bar is shown. Some graphics might work. The graphics are working fine in the Workstation and in the editor. Product Line EcoStruxure Building Operation Environment Building Operation Workstation Building Operation Webstation TGML Cause Some images (PNG, JPEG, BMP) can have wrong information in the image file. In some cases, this corrupted image information will block the graphic from being rendered in Webstation although it works fine in the editor and in Workstation. Resolution Make a copy of a graphic that is not working and delete all the images in the graphic. If the graphic can now be viewed in Webstation, delete the images one at a time viewing the graphic in Webstation after each save.  This will allow the location of the image(s) having the issue. Open the image in a graphics editor such as PaintBrush and save it with a new name. Import the new image and save the graphic. Check that the graphic can be viewed in Webstation Another option to easier find the file image having the issue, is to extract the images from a graphic that is not working in Webstation with the "TGML Image Extract" tool, and run all the images through an image checker, such as "Bad Peggy" or "Corrupt JPEG Checker"

Issue What are the main differences between Continuum v1.94 SP1 and Continuum v2.0? Product Line Andover Continuum Environment Continuum v2.0 Cause Required a quick list of differences between the versions of Continuum to evaluate if a site upgrade to v2.0 was beneficial. Resolution The main features that Continuum v2.0 has over v1.94 are listed below. Microsoft Internet Explorer 10 32 bit support SQL Server 2012  Microsoft Internet Explorer 11 32 bit support Software licensing Support. See Software Licensing for Continuum 2.0 and StruxureWare Solution. Email SMTP Support. See SMTP Email Alarm Configuration in Continuum 2.0. Extended Custom Wiegand Card* (ACX Series Only). See Extended Custom Wiegand features available for ACX57xx controller released in V2.0. Support for new door attribute 'ValidAttempt' see New Door attribute 'Valid Attempt' added in Cyberstation 2.0 for more information. You can also find more details in the v2.0 Feature Blast. And further information on Continuum v2.0 with the links in Continuum 2.0 Product Announcement, Feature Blast, Compatibility Matrix and Installation Guides.

Issue Mobile Apps for Access Expert Product Line Access Expert Environment Access Expert site desiring the use of modern technology Cause Unable to find or know where to look for the Mobile Apps for Access Expert Resolution Based on the version of software using Version 2 (V2) or Version 3 (3) the apps are different for each, so please understand the differences. These can be downloaded from the app store on iOS devices.  For Version 2, there are three Mobile Apps depending on what is needed by the client, these are: Go to the App Store, click on Search and enter Keep and download the following apps Keep Monitor - which monitors what is taking place like the events on the system Keep Notify - which notifies the user via emails and texts if there is an Alarm that has been generated Keep Personnel - where existing users can be verified or picture updated etc For Version 3, there is only one Mobile App called Keep Mobile, this gives a general oversight of the system and what is going on with it. Go to the App Store, click on Search and enter Keep and download the following app Keep Mobile - which gives you the ability to see all users, events and Hardware that are configured on the system