Building Automation Knowledge Base

Issue What are the solutions available for database fail over system Environment Continuum Cyberstation Stratus Technologies Cause Information about Database fail over / redundant systems. Resolution The everRun product  from StratusTechnologies (formerly Marathon Technologies) is what many sites use for a database fail over system. You can find more information in the everRun Datasheet and on their website below. http://www.stratus.com

Issue A method to remove access from a large number of Personnel by changing the Expiration Date using a Template. Product Line Andover Continuum Environment Continuum Access Control Cause Need to know how to disable large numbers of Personnel at one time using the Personnel Expiration Date. Resolution The Personnel Expiration Date is distributed down to the Controllers and used to allow or deny access at the Door. If a future date is set then the Personnel has normal access, if a past date has been set then they do not have access and a "Person Expiration Date Passed" error will be displayed when they are refused access. See the steps below on how to use a template to mass set this Expiration Date field for a large number of Personnel at the same time.   1. Create a Personnel Template in the Personnel Templates Folder. Notice that the Expiration Date defaults to a future date of "12/31/2099 11:59:59 AM". 2. Go to the Attribute Data Source tab and set the ExpirationDate attribute to InheritFromTemplate. 3. Use this Template to create your Personnel objects. 4. Notice that Personnel created from this template should show the Expiration Date in Blue which is also un-editable in the Details tab. 5. Edit the Template and change the Expiration Date to a date that has already past. After saving the Template the changes will be made to all attached Personnel and those Personnel distributed to all online controllers. Viewing the Distribution Properties, you should see an entry for each object refreshed by the Template. 6. Looking at the Access Distribution View you should see that the Personnel have been redistributed down to the controllers successfully. 7. Test your Personnel at the Door and they should no longer have access. Looking in an active Event View you can see that the Personnel are not being granted access with the Message "Person Expiration Date Passed". When setting the ExpirationDate back to a future time they will now have normal access.

Issue When reloading a controller or deleting objects from Continuum, an error "Distribution Server MFC application stopped" appears. It looks like an MFC compatibility issue, but is not. After creating a new database and logging on to Continuum, the problem does not exist. Environment Continuum 1.94 Windows 7 Cause Some database issue may cause the distribution server MFC application to crash. This is only one issue encountered. There may be other unknown reasons that could cause this problem also. Resolution Export the original database to a dump file Create a  new database and make Continuum work. Create a network in the new system and give the same name as the original database to the network Import the dump file into the new system, and reload all the controller in the system.

Issue It is not clear which part of the license system handles the end-user license and which part handles the demo license. Having both TAC Vista and EcoStruxure Building Operation(EBO) installed on the same PC can cause conflicts in the license system. Product Line EcoStruxure Building Operation   Environment Building Operation Enterprise Server   Cause If an EcoStruxure installation is only used for engineering and therefore will only have demo licenses activated, you don't need to install the license server. The service "FLEXnet Licensing Service" is installed by any EcoStruxure software package, and that is the service that will handle the activation of demo licenses. Resolution If you will only use demo licenses on a PC and/or also have TAC Vista installed on the same PC, only install the license administrator and not the license server.   It is also possible to run TAC Vista and EBO using the same License server, please see Lesson Learned SmartStruxure license and TAC Vista license on the same PC

Issue Can not import double-byte (2-byte) character from third party BACnet device receive error "Property invalid datatype" Character support in Building Operation Product Line EcoStruxure Building Operation Environment StruxureWare Building Operation 1.2 and above Cause Building Operation supports various language characters as part of Unicode. These characters are usually received in UCS-4, UCS-2 or UTF-8 and sent in either UCS-2 or UCS-4. Double-byte format such as JIS X 0208 character set is not supported. Here is a reference posted on Microsoft Developers Website: Double Byte Character Sets. The note (second paragraph) of this reference indicates that new applications should use Unicode and that DBCS is a legacy protocol. Resolution There are no plans to support double-byte characters. It is recommended that a Unicode standard (UCS-4, UCS-2 or UTF-8) be used.

Issue Webstation can't load the menu tree. The following messages appear: Exception: Attempted to read or write protected memory. This is often an indication that other memory is corrupt. Stack Trace: at TAC.Interop.TACOSOI.ITACOSobjectMgr.GetObjectByOid(UInt32 dwOid) at TAC.WebStation.Modules.TreeView.TreeViewPageScript.TreeNodePopulate (Object sender, TreeNodeEventArgs e) at PowerUp.Web.UI.WebTree.TreeView.OnNodePopulate (TreeNodeEventArgs args) at PowerUp.Web.UI.WebTree.TreeView._() The following errors have occurred. Please correct these errors and/or contact the system administrator. An unexpected exception has occurred: Error loading type library/DLL. (Exception from HRESULT: 0x80029C4A (TYPE_E_CANTLOADLIBRARY)) (0x80029c4a) System.Runtime.InteropServices.COMException at TAC.Interop.TACOSOI.TACOSObjectTierMgrClass.GetManager(Guid& riid) at TAC.WebStation.Modules.Alarms.AlarmListPage.GetAlarmsFromServer(TACOSViewObject view) at TAC.WebStation.Modules.Alarms.AlarmListPage.DataBind() at TAC.WebSTation.Modules.Alarms.AlarmListPage.Page_Load(Object sender, EventArgs e) at System.Web.UI.Control.OnLoad(EventArgs e) at System.Web.UI.Control.LoadRecursive() at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStatesAfterAsyncPoint) Product Line TAC Vista Environment Windows 2008 Server TAC Vista 5.1.5 Webstation IIS 7.0 or higher Cause A webstation function does not have permission to access information from TAC Vista (TACOS.exe). Resolution This article assumes that Webstation has been installed according to the instructions in Problems installing Vista Webstation 5.1.5 or newer. Check which user is running Internet Information Services (IIS) Go to the start-menu and type inetmgr in the search field. Once the IIS Manager console is open locate and select Application Pools in the menu tree. Right-click on SE ASP.NET v4.0 Classic and select Advanced settings. Locate the Process Model\Identity setting and note which user is running the application pool - NetworkService by default. Grant the user running the application pool access to TAC Vista Folders Locate the ...\Schneider Electric\Tac Vista 5.1.5 folder. Right-click on the folder and select Properties. Go to the Security tab and select Edit. Add the user account network services and grant the account Read & Execute, List Folder Contents and Read Permissions.  Webstation functions should now have access to the required folder and files.

Issue Key information necessary to operate and install Vista OPC Server Product Line TAC Vista Environment Vista Server 5.1.x Vista OPC Server 1.6.1 Cause Following these guidelines and work arounds the proper installation and configuration of TAC Vista OPC Server can be achieved. Resolution Please reference the articles below depending on the situation.  After installing TAC Vista OPC server it does not show up as a Windows service: Proper license is required before installation OPC server for TAC Vista will not keep the login settings in the TAC Vista OPC Server setup: Login Settings require additional steps Installing and configuring Vista OPC Server: Step by Step installation and configuration steps Unable to access data on a Vista OPC Server that reside on Xenta Server (I/NET or 3rd Party protocols): Server address limitations

Issue Can the AS, work independently or together without an ES? Product Line EcoStruxure Building Operation Environment StruxureWare Building Operation site, any version Cause Are bindings or other communication between two AS possible if there is no ES?  Resolution The AS, is designed to work independently or in conjunction with others, or in conjunction with an ES.  Points, Bindings, Schedules, etc. can be setup on the AS using the Workstation. With the ES service stopped, the Points, Bindings, etc. on the AS continue to reflect the values on themselves or if the Bindings interlink between multiple AS.  For multiple AS configuration check the AS are listed in the Communication tab of each other. From your workstation highlight the AS and the tabs shown are List View, Device Discovery, Date & Time, Communication, and Properties. Under Communication the other AS devices should be listed as well as the ES. For information on a Automation Server alone at a site and licensing requirements, see License requirements for AS alone at a site

Issue The reports installation completes without error but Reporting Agent service never gets installed. Without the Reporting Agent service, reports will not collect data and the WebReports login page will not load in a browser. Environment StruxureWare Building Operation WebReports, version 1.1 Cause Error in installation files Resolution The workaround for this issue is as follows: Ensure that in Windows, the Folder Options are configured to show hidden files, file extensions, and protected operating system files. Open Windows Explorer, navigate to the C:\Program Files\Schneider Electric\StruxureWareReports\StruxureWare Reporting Agent directory, and edit StruxureWareReportingAgentInstall.bat. Remove the "%1\" from the first two lines so that it simply reads: installutil.exe SE.WebReports.StruxureWareReportingAgent.exe regedit /s StruxureWareReportingAgent.reg pause   Save the file and exit. Edit the config file, SE.WebReports.StruxureWareReportingAgent.exe.config. Find the section with the following line: Note: They will appear without the "." after the "<" <.add key="uid" value="appuser"> Copy & paste the above line just below it , then edit the copied line so that it reads: <.add key="ServiceName" value="StruxureWare Reporting Agent"> When finished, the two lines should read: <.add key="uid" value="appuser"> <.add key="ServiceName" value="StruxureWare Reporting Agent">   Save the config file and exit. Run the batch file StruxureWareReportingAgentInstall.bat.

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 How to uninstall and completely remove TAC Vista 4.3 to TAC Vista 4.5 Product Line TAC Vista Environment Microsoft Windows OS Vista 4.3 to Vista 4.5 Cause Occasionally it is beneficial to be able to remove a TAC Vista installation completely, removing any indication it was ever installed. Resolution When using SQL 2000 or enterprise version not administered by TAC Vista: Backup SQL database named "taclogdata." Use the backup function in SQL Server manager. Save the database outside of the Microsoft SQL Server and TAC root directory (usually C:\Program Files\TAC and> C:\Program Files\Microsoft SQL Server). When using SQL MSDE administered by TAC Vista: Backup TAC Vista log and event database using backup function in TAC Vista. Backup TAC Vista database using backup function in TAC Vista. Stop SQL manager, Task manager/processes – stop sqlserv.exe and sqlagent.exe if running. Remove TAC Vista Config1.x using the uninstall program in Control panel Add/Remove programs. Remove all TAC Vista hotfixes. Remove TAC Vista Server 4.x.x using the uninstall program in Control panel Add/Remove programs. If additional TAC programs like TAC ToolPack, TAC XBuilder etc. are installed remove them as mentioned before. Remove SQL (Microsoft SQL server desktop engine) using the uninstall program in Control panel Add/Remove programs. Save off a customer's license (.lic) file to another location.  Delete remaining uninstalled TAC folders (usually C:\Program Files\TAC). Delete remaining files in C:\Program Files\Common Files\TAC Shared. Delete remaining uninstalled SQL (Microsoft SQL server) folders (usually C:\Program Files\Microsoft SQL Server) Check to see if TAC needs to be removed from the registry – Start, Run, REGEDIT. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\SharedDlls Remove all keys containing "TAC Shared," e.g. C:\Program Files\Common Files\TAC Shared\TACADDON01_ENG.dll. If applicable - Remove SQL from registry under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL server Go to user profiles delete the profile Computername\TACA_Computername (Versions of Vista <5.0) Go to My computer, right click manage, local users and groups, users, and delete user account TACA_Computername and TACM_Computername. Reboot. Reinstall desired version. See How to uninstall and completely remove TAC Vista 5 for steps on removing TAC Vista 5.

Issue The XML Automation Server application on the WebClient Server does not open when a remote WebClient browser tries to access WebClient. WebClient does work from the browser on the WebClient server itself but can't be accessed from another PC. The XM Automation Server keeps closing by itself. Environment WebClient Windows Server 2003, Windows Server 2008, Windows 7 Cause DCOM Permissions have not been set properly to allow access to these WebClient components. Resolution Confirm that DCOM permissions have been set properly. Follow the steps detailed in the section "Configuring DCOM Default Security Settings" starting on page 100 in the WebClient Installation Guide, paying particular attention to the NETWORK SERVICE account. Please see the link below for the relevant section from the WebClient v1.94 Installation Guide. DCOM Permissions excerpt from 30-3001-835 webClient Planning and Installation Guide

Issue When viewing a TGML graphic from Webstation the text and values are not aligned correctly. In Workstation the text and values are aligned fine. Product Line EcoStruxure Building Operation Environment StruxureWare Building Operation 1.5 Cause In the Control Panel\Appearance and Personalization\Display it is possible to change the size of text and other items on your screen. If this is set  to larger than 100% the text and Values will not be aligned in in the TGML graphic in Webstation. Resolution Set the value for Control Panel\Appearance and Personalization\Display to 100% and not more. Windows 10 Right click or press and hold on your desktop, click/tap on Display settings. Click/tap on Display on the left side. If you have more than one display connected to your PC, then select a display at the top on the right side that you want to change the DPI of. Under "Change the size of text, apps, and other items", select the DPI percentage and set it to 100% and not more. Windows 7 Open Control Panel Open Appearance and Personalization Set Display to 100% and not more

Issue "Can not initialize lontalk stack" message in LonMaker Environment LonMaker NL220 LonWorks Plug 'n Play Cause The PC card is either "asleep" or has gone bad. NL220 must be "Run as administrator." Resolution Run the program as Administrator by right clicking on the executable and "Run as administrator" from the Start Menu. If the error persists proceed. Open the LonWorks Plug 'n Play from your PC's control panel. Choose Diagnostics and click Test If you get an error message, then the card is "asleep" or bad. Go back to the plug and play and change your NI Application to something other than what it is currently on. Click apply. Then choose diagnostics again and repeat the test command. It should now be working. If not, your card is bad. Remember to change your NI application back to the correct one for your network.

Issue How to find the installation log file when SQL install fails during installation of Vista Server. Product Line TAC Vista Environment Vista 5.x.x SQL Server 2005 SQL Server 2008 Cause The SQL Server is installed with a silent install and error messages can only be found in the created installation log file. Resolution SQL Server 2005 Browse to C:\Program Files\Microsoft SQL Server\90\Setup Bootstrap\Log\Summary.txt SQL Server 2008 Browse to C:\Program Files\Microsoft SQL Server\100\Setup Bootstrap\Log\Summary.txt Search the file using keywords "error" and "failed" to find the nature of any installation problems.

Issue Downgrade SQL 2008 to SQL 2005 Restore from SQL 2008 to prior version. Product Line Andover Continuum, TAC INET, TAC Vista Environment SQL 2008 used by Building Management Software Cause Have database loaded on one machine using SQL 2008 and would like to move or change to SQL 2005 Resolution Golden Rule: A SQL 2008 database cannot be downgraded or restored to a SQL 2005 version. It is not possible to downgrade a database or a database backup. The SQL schema will not allow it.  For your current version of SQL: C:\Program Files\Microsoft SQL Server \80, \90, \100 Folders are the client tools. 80 = SQL Server 2000 90 = SQL Server 2005 100 = SQL Server 2008 How ever, it is not a rule. Since 2008 creates both 80, 90. The only way to find what versions are installed (besides regedit) is by the Sql Server Configuration manager.    For other SQL options related to I/NET, please visit SQL and version compatibility for Filemaster, Equalized Client, Remote Client, Limitations of SQL.

Issue The alarms in the UNCs stop archiving to the Enterprise Server database. The process was working before and nothing was changed. Product Line TAC IA Series Environment I/A Series R2 using the Cloudscape database Cause The size of the Cloudscape database has grown too large. This may cause issues with the system. Resolution Reduce the size of the Cloudscape database by deleting older alarms and logs. Refer to this document for details on how you can delete old alarms and logs. For details on the CloudscapeAdmin utility mentioned in the document, refer to How to remove data for all logs prior to a specific date in a Niagara R2 Enterprise Server.   Switch to using a SQL database instead of the default Cloudscape database if there is a requirement to keep old alarms and logs for a longer period.   There isn't a known limit where the size of the Cloudscape database can grow before the possibility of problems starting to occur. It is different for each site. As a guideline, it is recommended that SQL database be used if the size of the Cloudscape database has to be greater than 2GB.

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 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 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.