Building Automation Knowledge Base

Issue When ordering an I/A Series R2 (Niagara) UNC-520-2, is web browser support included? Environment UNC-520-2 UNC-520-WEB Cause UNC-520-WEB is a separately purchased upgrade. Resolution No, it is not included. Order the UNC-520-WEB upgrade in order to add web browser support to the UNC-520-2. See the Specifications Data sheet, "Models", page 3.

Issue Will a certain badge printer, signature pad or capture device work with Continuum? Product Line Andover Continuum Environment CyberStation Cause Certain badge printers. signature pad and cameras that have been tested and approved by ImageWare are supported. Resolution Note: ImageWare is a third party add on for Continuum, all support on compatibility questions should be directed to ImageWare at the following ImageWare Support Link. Please check the EPISuite compatible hardware list to verify whether a badge printer, signature or capture device has been tested by ImageWare. See also current device driver download page. Update as of August 2015 direct from ImageWare Systems EPI Builder Updates NEW QR Code barcode plug-in ImageWare has recently built a plug-in that provides the ability to create QR Code barcodes within EPI 6.x Designer. If you are interested in testing out this update, please let me know and I will provide you with a link for download. Camera Hardware Compatibility List: Canon cameras EOS Rebel XS, EOS Rebel T3, EOS Rebel T5 and EOS Rebel T5i Tested on Windows 7 (32-bit & 64-bit) and Windows 8.1 (64-bit) Requires IWS custom software plug-in to provide direct control and image capture from the client workstation to the camera. Plug-in is licensed and sold per client workstation. Videology cameras 1.3 MP USB Color Box Camera Tested on Windows 7 (32-bit) Camera can be used out of the box with its TWAIN driver (TWAIN data source SFT-10011 REV2.1.18). No additional IWS software plug-in is needed. 5 MP USB 2.0 Camera with Synchronized Flash and Auto Focus (24C708AF) Tested on Windows 7 (32-bit & 64-bit) Test PENDING for Windows 8.1 Camera can be used out of the box with its TWAIN driver (TWAIN driver version 2.1.22). No additional IWS software plug-in is needed. Sony camera (PENDING IWS custom plug-in release) EVI-D70 Pan/Tilt/Zoom Color NTSC Video Camera Tested on Windows 7 (32-bit & 64-bit) and Windows 8.1 (64-bit) IWS custom software plug-in provides direct control and image capture from the client workstation to the camera. Plug-in is licensed and sold per client workstation. Camera requires the dPict Aexeon LT video capture card hardware to be installed within the client workstation. Webcams EPI Builder works with most Webcams with compatible TWAIN drivers. IWS has worked with both the Logitech HD Pro Webcam C910 and C920 camera models. Most webcams can be used out of the box with its TWAIN driver. No additional IWS software plug-in is needed. Signature Pad Hardware Compatibility List: ePad-Ink Signature Pad VP9805 Tested on Windows 7 (32-bit and 64-bit) and 8.1 (64-bit) Requires IWS custom software plug-in to provide direct control and image capture from the client workstation to the device. Plug-in is licensed and sold per client workstation. Topaz SigPlus Signature Pad -L-460-HSB, T-LBK460-HSB-R and T-S571-HSB Tested on Windows 7 (32-bit and 64-bit) Requires IWS custom software plug-in to provide direct control and image capture from the client workstation to the device. Plug-in is licensed and sold per client workstation. NOTES EPI Builder typically supports the generic TWAIN driver, as well as Video For Windows (VFW). Furthermore, EPI also indirectly supports the WIA drivers, which Windows ports internally to the TWAIN driver. Each device manufacturer will provide drivers of some or all of these types with an implementation of their own specific functions. WIA is supported under certain circumstances. In each case the functions that will be present depend on the Manufacturer's implementation of these drivers. If you would like to internally evaluate any IWS EPI capture plug-in, please let me know and I will supply you with a 30 day evaluation license. Printer Hardware Compatibility List: Below are some of the current printers which we have received in house for testing.  Datacard SR300 Tested on Windows 7 Tested Mag encoder Digital Identification EDIsecure DCP360+ Tested on Windows 7 Fargo DTC 4500e Tested on Windows 7 and 8.1 Tested Mag encoder Fargo HDP 5000 Tested on Windows 7 Tested Mag encoder Magicard Rio Pro Duo Tested on Windows 7 and 8.1 Tested Mag encoder Matica Technologies XID 8300 Tested on Windows 7 Tested Mag encoder NiSCA PR-C101 Tested on Windows 7 Tested Mag encoder Zebra ZXP Series 7 Tested on Windows 8.1 (Windows 7 testing is pending) Tested Mag encoder Zebra ZXP Series 8 Tested on Windows 7 and 8.1 Tested Mag encoder IDP SMART-50L M N Tested on Windows 7 and 8.1 Tested Mag encoder POINTMAN USA  Test PENDING for October 2015 NOTE: We have tested other printers on Windows XP and they may be supported in Windows 7 and 8.1 depending on the available drivers. Also, other printer make/models are being used with the EPI software, but we only list printers that we've received in house for testing. If you are interested in having IWS test a specific make/model printer, please let us know and we will try to work with you and the manufacturer to obtain a demo printer in house to run through compatibility testing.

Issue A browser connection to an I/A Series G3 graphic indicates "There is a problem with this website's security certificate.  The security certificate presented by this website was not issued by a trusted certificate authority." Product Line TAC IA Series Environment I/A Series G3 (builds 3.6 and earlier) Cause The message is related to the I/A Series G3 Crypto Service that provides Secure Socket Layer (SSL) technology between a browser and an ENC or ENS with web services.  SSL encrypts the http for communications security.  Security certificates are used as part of the https protocol to validate the targeted website and encrypt the data transferred between the browser and the site. Resolution The certificate included with the I/A Series G3 Crypto Service is a Tridium certificate, which is valid through 2054. The certificate is self-signed and the browser cannot validate it's authenticity with a trusted root certificate. Depending upon the browser and administration of rights, some browsers will let you add the certificate so that the message is not seen again. Other browsers will not, causing the message to be seen upon each connection to the website. One option available to network administrators is to generate a site specific certificate that identifies the server as trusted.  The following document details a step by step process utilizing the SSL resources of the standard Java Runtime Engine (JRE).  The TridiumProvider.jar is also provided. Note: Do not use the JRE installed and used by Niagara G3.  The JRE for the computer is typically located in the \Program Files\Java directory. The process involves adding a security provider to the local java.security file followed by the generation of a key pair with the user's information.  A certificate is then generated to provide the Certificate Authority.  Once signed and returned, the signed certificate is used to generate and package a custom site specific ssl.tks file for G3. SSL Installing a Signed Cert (3.6 and earlier) updated 9-5-2012 TridiumProvider.zip

Issue How does Visitor Management work in V3? Product Line EcoStruxure Access Expert Environment Hosted Premise Version 3 Cause No directions on how to configure Visitor Management in V3 Resolution In order to use Visitor Management in V3, here are the steps to get it configured: Open up a Chrome browser and enter this url http://ax.accessxpert.com Once the site comes up, enter the instance name and necessary user credentials From the AX Header, Select Visitor Management Tab Select the Kiosk Tab and Enter the visitor's name and email address and click Next to proceed Enter the person who the Visitor is seeing, system will automatically pull up the person, click on Next Capture the Photo of the Visitor and Crop accordingly Sign into the Window and click on Check in to see "Person" An email will be generated to that person to let them know that they have a Visitor A badge will be shown on the screen which has the Visitor's Photos and information Click on the Print Button to Print a badge that can be displayed on the Visitors body Depending on the printer (eg. Dymo being used), there are some settings that may need to be set for a good picture to be captured and Printed Choose the right paper source as well as scaling value.  In this case, it is set to 70 Once everything is correct click on the Print button to send to the respective Printer Attach to the Visitor for duration of the Visit Upon completion of the Visit, select Check Out and this will Check the Visitor Out of the system

Issue The documentation for the I/A Series G3 Schneider Electric (TAC) proprietary drivers are not included with the I/A Series G3 software documentation. Where can those documents be obtained? Product Line TAC IA Series Environment I/A Series G3 ASD Driver I/A Series G3 GCM Driver I/A Series G3 MicroSmart Driver I/A Series G3 DMS Driver Cause Documentation for these drivers is not included with the I/A Series G3 software release Resolution The documentation for the I/A Series G3 Schneider Electric (TAC) proprietary drivers can be downloaded from the Publication Zone (under Links) on iPortal (iPortal). The following documents are available: F-27522 -- I/A Series G3 ASD Driver F-27527 -- I/A Series G3 GCM Driver F-27523 -- I/A Series G3 MicroSmart Driver F-27541 -- I/A Series G3 DMS Driver

Issue Need the procedure to create an Unlock Door Schedule. Product Line EcoStruxure Access Expert Environment Version 2 Hosted Version 3 Hosted Premise Cause How to create a schedule for a door to unlock during business hours and then relock afterwards. Resolution To unlock a door or doors during a particular time, a schedule needs to be created for that duration and then assigned to the Mode of the necessary doors. The following steps describes how this should be done: 1. Create a schedule for the time duration 2. Select the particular doors from the Hardware Tree 3. Select the Mode Tab on the door editor 4. Add Mode to the Door based on what is being accomplished 5. Click on the Schedule Icon to add the necessary Schedule    6. Add Schedule, Action and Access Method  7. Save and Close the Editor 8. Once the controller verifies the configuration, the Door will follow the Mode

Issue Public time sync Servers for the United States Product Line Andover Continuum, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment IP Level Devices USA Cause Time synchronization is required for accurate alarming and reporting Resolution Here is a web site referencing several US based Time Sync NTP Servers. http://tf.nist.gov/tf-cgi/servers.cgi

Issue Cannot login with Admin level Continuum user.  Password either lost or restricted by Object Level Security. Environment Continuum CyberStation WebClient Cause Admin level user password has been changed and/or forgotten. Object Level Security is inhibiting access to Continuum Users. Resolution Contact Schneider Continuum Product Support Services to arrange to have database sent in for repair.  The cost of this repair varies depending on the nature of the problem.

Issue Unable to commission an I/A Series JACE-6 or JACE-7. The commissioning wizard cannot locate the sun-jre-qnx-ppc distribution file required for the installation process. Environment I/A Series G3, JACE-6, JACE-7 Cause The sun-jre-qnx-ppc distribution file was not included in the initial TAC release of build 3.6.31.6.  in addition, the Sun Hotspot Virtual Machine (JVM) for the QNX operating system included with the 3.6.31.6 build was found to have timing issues. Review TPA-IA-11-0005.00 for more details. Resolution The initial TAC release of build 3.6.31.6 was removed for download within a few days of original release.  The software was replaced by TAC build 3.6.31.7 (dated 09/29/2011). For those using I/A Series G3 Release 3.6 you must take the following actions: Discontinue using G3 release build 3.6.31.6.   Download and install the latest build, G3 release 3.6.31.7 from The Exchange Download Center.   For those instances where deployment has already occurred in the following JACE platforms JACE-6 or JACE-7, an upgrade to G3 3.6.31.7 is required. Note: The version of the Sun Hotspot JVM can be verified using the Workbench Platform tool – Platform Administration. The Java Virtual Machine (sun-jre-qnx-ppc) should indicate Sun Microsystems Inc 1.5.0.16.21 or higher.   The Enterprise Network Server, ENC-410, ENC-520, and JACE-2 platforms do not utilize the Sun Hotspot Java Virtual Machine (JVM) for QNX.  These platforms are not affected by the issue. However, it is strongly recommended to upgrade to G3 3.6.31.7 to maintain compatibility with the same version of Workbench and associated files.

Issue Reconditioning  a Satchwell MB/MBX valve using the 617-9-4xx kit. Environment Satchwell MB MBX Reconditioning Valve Cause Drawings of the valve internal assembly were not available. Resolution The reconditioning of an MB / MBX value is not easily undertaken, and it is recommended that the valve is removed from the pipework to carry out this process. If removal from the pipework is not possible, then it is essential that the system water is completely isolated from the valve, and that any remaining water in the valve is drained away. Please note; that if the valve is not isolated correctly, then when the valve front is removed, it will be virtually impossible to reassemble it, and should the water be hot, then serious injury might occur. To refer to the valve internal assembly, please click HERE. It should be noted that the illustration relates to those MB Valve Bodies having 2 shoes (1.1/2”&2” only), the smaller valves only have one shoe. To refer to the "Recondition Kit Drawing", please click HERE. To refer to the "O ring Assembly", please click HERE.

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 Cannot order the VZ*9 valves, its no longer available.  Environment VZ*9 VZ*19E VZ*19* VZ*19C MZ20 Cause A new line of VZ valves is now available. Resolution The old VZ series valves have been replaced with a new. The old (VZ*9) is replaced by the VZ*19* (Either to VZ*19E (Flat face) or VZ*19C (Compression). The MZ20 actuator range can still be used with the new valve range. For more information and details, please see  the related data sheets. VZ*9 Valves, MZ20A Actuators and MZ20B Actuators.

Issue Receiving message that KB2919355 must be installed when installing SQL Server 2016 on Windows Server 2012R2 Product Line Andover Continuum, EcoStruxure Building Operation, TAC Vista Environment Microsoft SQL Server 2016 Windows Server 2012R2 Cause To Install SQL 2016 on Windows Server 2012R2 you must have KB2919355 installed. Resolution To install KB2919355 you must first install KB2919442.  Once this patch is installed then you will need to install KB2919355.  After this patch is installed you will need to restart the server.  After the reboot you should be able to restart the SQL server install and complete it. Links for the required patches Download Windows update KB2919442 Download Windows update KB2919355

Issue Verification of BBMD broadcast table list Product Line Andover Continuum Environment bCX CyberStation Cause Where is the location of BBMD broadcast table list. Resolution Using a web browser connect to the bCX using the IP address and login. Select the "BBMD Configuration" option to the left.  (If this in not available then BBMD is not enabled). The BBMD Configuration page lists the IP address, broadcast mask, and network port for each BBMD that the bCX knows of. After a successful "Save All To Flash" has been executed from the BBMD Configuration webpage the "Saved" buttons will be checked off. After a "Teach" has been executed from the BBMD Configuration webpage, the Teach Results webpage will be displayed. If there is an entry in the BBMD Configuration webpage that has a "rejected" status on the Teach Results webpage, either continue to troubleshoot until the teach is successful or remove that entry from the BBMD Configuration webpage.

Issue Valid card swipes sometimes successfully unlock the door and other times result in invalid attempts with the message "Bit count not supported by system" Environment CyberStation ACX7xx CX9900 CX9702 CX9680 ACX5740 ACX5720 Cause Random bit count not supported by system events typically indicate that the signal from the card swipe at the reader got corrupted on its way to the panel, this happens on very long runs (reader is too far from panel) or due to wiring issues and/or electrical noise interfering with the signal. Resolution Make sure the max distance from reader to panel has not been exceeded. (A Wiegand signal repeater may be used) Make sure the reader wire conforms to the specs in the controller's installation guide. Eliminate any source of electrical noise that may be interfering with the card swipe signal on its way to the panel.

Issue Useful listview dump files for checking and monitoring systems, including BACnet find and offline problems Product Line Andover Continuum Environment Listviews BACnet check Alarm Events, Access Events Error Events COV increment check Cause Useful listviews for monitoring and debugging a Continuum site Resolution Useful Listview dump files Once the .dmp file is imported in to Continuum, the listviews will be found at the top of the Listview files on the root. Run the listview and the go to "Object/Export to a .CSV file if a copy of the results is required. The BACnet Check devices listview is helpful if "find New BACnet" device fails to find the device. The device may have been previously discovered on a different network and not deleted correctly. Also, duplicated BACnet devices can be checked, this can cause majors problems with controllers going offline and flooding various networks with data.

Issue The delay on and delay off functions do not work correctly inside of the 700 Menta alarm block. Instead of delaying the signal for the configured amount of time, the signal is delayed for a random amount of time before being passed on or turned off. Environment Vista XBuilder Menta Xenta Server 701, 711, 721 and 731 Cause Documented defect in 700 Menta alarm block. This defect has been confirmed in XBuilder 5.1.5 through 5.1.7. Resolution This 700 Menta issue has been corrected in XBuilder 5.1.8. If using a version of XBuilder 5.1.5 through 5.1.7 the following workaround can be used. Leave the delay on and delay off settings in the alarm block at zero. Add a delay block in front of the alarm block. Set the desired delay on and delay off values in the delay block.

Issue ES is connected to a remote server via EWS; when loading a graphic in a web browser or workstation, the values take a long time to read. (a few minutes.) It makes no difference what the settings for polling are configured for. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Cause Every time the graphic is brought up, the ES needs to subscribe to all values from the external EWS server, this is the cause of the delay. Resolution Workaround Solution: Maintaining Active Subscriptions The recommended workaround solution involves maintaining active subscriptions. This can be achieved through the following methods: Persistent Graphic Display: Always keep the graphic displayed on a client. This is crucial as the subscriptions are terminated when the graphic object is closed. By keeping the graphic open, the subscriptions remain active. Watch View Creation: Create a watch view that includes the values displayed in the graphic. This ensures that the values are constantly monitored and updated. As long as a client subscribes to these values, the update process will be expedited when the graphic is launched. This is because the subscriptions remain active, and the values do not need to be re-initialized. However, if there are no active subscriptions to the values, all values must be set up each time the graphic is opened. This can potentially slow down the process. Therefore, maintaining active subscriptions is highly recommended for efficient operation.

Issue An error message is displayed when trying to download all objects to a SpaceLogic controller. The error message says:   Offline '/SiteServer' Communication   Product Line EcoStruxure Building Operation Environment Enterprise Server Automation Server Premium (AS-P) Automation Server Bundled (AS-B) Multi-purpose or Room-purpose (MP/RP) controller Cause This error can occur when the controller is an instance of a Custom Type (CT), but the CT only exists in the type library of the Enterprise Server, and not in the Automation Server hosting the controller. A BMS Server can only access it's own type library. See WebHelp article Custom Types for more information. Resolution Log in to the Automation Server where the MP/RP controller is hosted, and import the custom type to type library.

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 Continuum cardholders with PINs that start with "0" (zero) are not importing into Security Expert using Data Sync Tool Product Line EcoStruxure Security Expert Environment Security Expert Continuum Transition Cause Due to the database's configuration, Any PIN in Continuum starting with a "0" (zero) will be truncated. When DSS runs, the personnel (cardholders) with truncated PINs will be rejected by the PIN length restriction and sent to the error folder. Example: If you have a Continuum site with four-digit PINs and a PIN is entered into Continuum as 0123, will be truncated to 123 in Continuum (Continuum ignores the zero at the reader keypad as well). If you have SX configured for a 4-digit PIN length. This cardholder will not import. Resolution Option 1: Identify the truncated PINs in the Continuum database by running a query and have those users' PINs updated before running CTT and DSS. This should be done as part of your system cleanup before transitioning. Option 2: If you have a minimum PIN length configured in Security Expert, Stop DSS if running. Go to Global|Sites|Site Defaults tab and scroll to Site security enhancements. Set minimum PIN length to "0". Save changes. Start DSS. You will still have to correct any PIN that are less than the site minimum before enabling this feature again.       Note: This option should only be chosen for a one-time sync. If you are running a continuous/lengthy transition, you should use Option 1. Otherwise, you will run into this problem again.