Building Automation Knowledge Base

Issue What mode must a LoyTec L-IP be configured to work with EcoStruxure Building Operation? Product Line EcoStruxure Building Operation Environment Loytec L-IP Building Operation Enterprise Server Cause The operating mode limits the capabilities of the LoyTec L-IP when used with an Enterprise Server Resolution Smart Switch Mode Ensure that the LoyTec L-IP is in Smart Switch mode. This is achieved by using the DIP switch settings for switches 1 and 2 in the ON position.     Reset Forwarding Tables Press the status button for at least 20 seconds. This will clear the forwarding group, the subnet/node forwarding, and the router domain table when used in smart switch mode. Important: If the L-IP is operated in smart switch mode and is moved from one location to another or if major changes to the configuration of the network are made, it is recommended to reset the L-IP forwarding tables Important: Wait at least 30 seconds after power-up of the L-IP before pressing the Status Button to ensure that the L-IP has booted properly!     For additional detail please reference the LoyTec L-IP user manual.

Issue When trying to add an automation server underneath an enterprise server the following error is given. Product Line EcoStruxure Building Operation Environment Workstation  Automation Server Cause Something has been left behind in the automation server that causes a conflict. Resolution Reformat the automation server by performing a New database download. Create a backup of the automation server. See Backup of StruxureWare/EcoStruxure Building Operation AS and ES. Launch Device Administrator and add the automation server. Select the automation server and click on the Upgrade Device button in the top left corner.  In the Upgrade device window, choose "New database" in the Type of upgrade field. Click OK. Once the download is complete, log into the automation server and restore the database. See How to restore a StruxureWare Building Operation server backup set. Now add the automation server underneath the enterprise server.

  Issue  A flaw was found in handling multiplexed streams in the HTTP/2 protocol. A client can repeatedly make a request for a new multiplex stream and immediately send an RST_STREAM frame to cancel it. This creates extra work for the server setting up and tearing down the streams while not hitting any server-side limit for the maximum number of active streams per connection, resulting in a denial of service due to server resource consumption(CVE-2023-44487 from Redhat). All versions 2.13 and higher with HTTP/2 enabled are affected: 2.13, 3.0, 4.0, and 5.0. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Workstation Building Operation Webstation SmartX AS-P Server SmartX AS-B Server Cause HTTP vulnerability raised security concerns for EBO Resolution EBO isn't affected by the impacted protocol since EBO doesn't utilize HTTP 2.0 and 3.0.

Issue Some attributes used within Continuum PE programs on b3/i2 controllers are no longer appropriate with EBO Script programming Product Line EcoStruxure Building Operation Environment b3 Infinet Building Operation Server Script Programming Cause Some attributes used within Continuum PE programs on b3/i2 controllers are no longer appropriate or cannot be used with EBO Resolution An example of this would be the ElecValue attribute for an input or output. This can be used within the Conversion field of an input but cannot be used within a Script Program or Script Function. The Continuum example PE program for an STR502 or STR504 includes the line "If STR5xx ElecValue <= 0 then Return Upper" The correct result can be obtained within SmartStruxure by dropping the "ElecValue", so "If STR5xx <= 0 then Return Upper" Then ensure the STR5xx analog input is a Voltage type with no conversion configured. Note: The ElecValue keyword can still be used in the Conversion line of an Analog Inputs (e.g. for Counter input scaling). Some other Attributes not supported in Script Programming are: Size LogType

Issue How to upgrade remote MPMs with a Canbus, Zigbee network. Product Line EcoStruxure Building Expert Environment SmartStruxure Lite Multi-Purpose Manager MPM Cause Cannot connect to an MPM directly to perform a firmware upgrade Resolution This procedure explains how to perform a firmware upgrade on multiple remote devices at once, in order to save time and standardize the firmware versions across your deployment. This process will induce traffic on the network, therefore it is recommended that this procedure be performed after-hours or when it is less likely to disrupt normal operations. Step 1: Verify your monitor Manager's firmware version Ensure monitor MPM has the same or higher firmware version than the the version intended to be installed on the remote MPMs. Highlight the MPM in the Network Panel on the left side of your screen and either click on the "About" button or navigate to CFG1 object to verify firmware version. Step 2: Download and rename the firmware file The firmware can be downloaded from the Exchange then firmware file must be renamed "upgrade.bp" Step 3: Upload the firmware file to your Manager Choose the File Manager tab and click on the “Upload File” icon. A dialog box will open to select the firmware file on your local PC. Browse to the correct file and select it. Click the “Upload” button to send the file from your computer to the controller. When the file upload is completed, the file will be shown in the Upload Manager list.   Step 4: Initiating the remote upgrade Inside the File Manager panel, either right-click on the firmware file that was just uploaded and select “Add to all” to copy the same file to all the remote nodes, or drag and drop the file from the left panel onto the desired Manager on the right panel. The file will be displayed under each of the remote nodes (or a single node if the file was copied using drag and drop) under the Network panel, on the right side of the window.   In order to initiate the file transfer to the remote nodes, click the Start button. The status will change to “In Progress” and you will be able to follow the progress of each node in the Network panel. Once the file transfer is complete, the remote nodes will reset and perform the firmware upgrade. Step 5: Verify the firmware version of the remote nodes You can verify that the upgrade process completed successfully by highlighting the remote node in the left panel and then select the “Controller Configuration” (CFG1) object. The version # will be displayed in the bottom section.

Issue Can Value Transfer Settings be used to control the frequency at which a value is transferred over the Infinet bus? Product Line EcoStruxure Building Operation, Andover Continuum Environment Continuum i2 Controller Cause There is a need to control the frequency at which a value is transferred from one Infinet controller to another. Resolution Whether or not the Value Transfer Settings determine the value transfer rate depends on the type of reference used. When the Continuum to EBO transition process was developed, features and functionality were added to the Automation Server so that it would accommodate an existing controller protocol. Neither the Infinet controllers nor the Infinet protocol was substantially redesigned in order to work with Automation Servers. Infinet controllers have never had a Value Transfer Setting capability and it was not added when the Continuum Transition process was developed. The primary method of value transfer in Infinet controllers is the Import/Export tables. In order to enter a point into the Import Export table of a controller, the point has to be bound to an Infinet Script program or to an Infinity Alarm notification. You can find more information on the I/E functionality in the following Knowledge base article. Details on Continuum Import/Export (IE) System The Import/Export system is a highly efficient means of value transfer that is base value change. If you chose to bypass the Import/Export capability, the only method available to you to control the frequency at which values are transferred over the Infinet bus is to read these values via a program that incorporates some form of throttling to slow down the polling rate.

Issue Audible alarms not sounding when there are active alarms. Workspace has multiple tabs for graphics navigation and a tab for Alarm View. If a user is not on the alarm tab when an alarm is activated, the audible alarm is not heard, and the user does not know that an alarm has been activated. The audible alarm works when the user navigates to the alarm tab.  Product Line EcoStruxure Building Operation Environment Building Operation WorkStation Building Operation WebStation Cause The Workspace content does not have an Alarm Pane added.  Resolution Edit the Workspace to add an Alarm Pane to the Workspace content. If the user does not wish to display the Alarm View due to screen space etc., configure the Alarm Pane Default visibility to Hidden.  Note: Audible alarms are available in WebStation from 3.2 onward.

Issue When you select a trend chart from a Automation Server or a Enterprise Server the Internet Explorer Hangs and finally crashes. Product Line EcoStruxure Building Operation Environment WebStation 1.1 and 1.2 Internet Explorer 8 Cause The wrong version of Java is installed. StruxureWare 1.1 and 1.2 requires Java version 1.6 update 26 to function correctly. This error is the result of Java version 7 installed on the WebStation computer.  Resolution Note:  Java is no longer required from SBO/EBO version 1.7 and above.  Uninstall Java 7 and install the correct version of Java (Java version 1.6 update 26) stated on the WebStation data sheet. Refer to the Online Help Topic WebStation Specification Sheet and select the version of WebStation in use to determine the version of Java required.   

Issue Site has a personnel database with about 10K records, the site is switching to dual credentials and has configured the Personnel Manager to use HIDCorp1000 as the default for card type 2 and xxx as the default for Site Code 2. Problem is when going to change the personnel the Card Type 2 field still comes up with Infinity37 and Site Code 2 of 0 instead of the configured defaults. Environment CyberStation Cause Any existing personnel in the database will come up with Infinity37 for the card number 2 and 0 for the site code 2 as those were the values populated in the SQL database for those fields when the system was configured for only one credential. When creating NEW personnel objects the fields show the configured default values. Resolution When creating NEW personnel objects the fields show the configured default values.

Issue Need to use the Automation Server port log to view BACnet MS/TP communication Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Premium Building Operation Automation Server Bundled Cause Need to capture BACnet MS/TP traffic for troubleshooting. Resolution In EBO 2024 (V6.0) and higher, there is an integrated packet capture feature available in EBO Servers with BACnet Interfaces. This feature allows users to create packet captures that record the BACnet messages that are visible to the EBO Server’s BACnet/IP and BACnet MS/TP networks. Refer to: Packet Captures in EcoStruxure Building Operation

Issue Personnel Manager displays "Error getting root folder name" when launching. Product Line Andover Continuum Environment CyberStation Personnel Manager (PIM) Cause At boot time, Personnel Manager queries the ContinuumDB to find the Root container by ID using the following SQL query: SELECT uiname FROM Dictionary WHERE objectidhi = 0 AND objectidlo = 536870913  "Error getting root folder name" will be generated if PIM is unable to access the ContinuumDB or can not find the root object for any other reason. Resolution The User account control slider on a Windows 7 PC will need to be moved all the way to the bottom. Check/resolve for database connectivity errors. Make sure Firewall settings are not preventing the PIM from getting to the SQL server. If the problem persists try the following:   Check to see if Badgemanager.exe is starting. If not then a perform clean uninstall of EpiBuilder with the following steps: From Add/Remove programs (Programs and Features in Windows 7) Uninstall Run Regedit (Start > Run > regedit) Get a registry back by Right clicking on HKey_Local_Machine\Software\ImageWare Systems\EpiBuilder  and select Export and save the selected branch to a file location. This can be used to restore the registry key if necessary. Windows 7: HKey_Local_Machine\Software\WoW6432Mode\ImageWare Systems\EpiBuilder Right Click the same registry branch from step c and select Delete Reboot the PC Reinstall EpiBuilder by going to My Computer or Windows explorer, double click on C:\Program Files\Continuum\EpiBuilder\SDK\InstallEpiBuilder.bat Note: This runs very quickly Start Cyber and open a badge in Personnel Manager If using a VBScript File to redirect communication between principal DB server to mirror DB server, coding may need to be updated. Example: x32 vs x64 bit coding differences For x32: strRegName = "HKLM\Software\Andover Controls\Continuum\Primary Database\Server" strRegData = WshShell.RegRead(strRegName) For x64: strRegName = "HKLM\Software\Wow6432Node\Andover Controls\Continuum\Primary Database\Server" strRegData = WshShell.RegRead(strRegName)

Issue IDWorks 6.x (on a Remote Client) does not connect to the SQL with Windows 7 64 Bit. Product Line TAC INET Environment Datacard IDWorks 6.x Windows 7 64-bit I/NET 2.43 and above Cause You have to manually install a 32 Bit ODBC connection for this to work correctly. Resolution To resolve this issue, start the EXE file located at: C:\Windows\SYSWOW64\odbcad32.Exe. NOTE: This is NOT the ODBC that is in the Control Panel on the PC. Once you start the EXE file, set this new ODBC Connection up by following the steps that are listed in Setting up ID Works on a Remote Client PC.

Issue In the TAC Vista System Plug-In, a programmable controller is configured through the Xenta Device Plug-In. Browsing to a Menta file on the hard drive should associate that application with the controller to be uploaded to the database later. Instead, an error message is displayed:   TAC Xenta Device Plug-In Could not generate MTA application Environment TAC Vista System Plug-In TAC Xenta Device Plug-In Xenta programmable controller Xenta 280, 281, 282, 283, 300, 301, 302, 401, 401:B Menta Cause An error in the Menta file is keeping it from generating the necessary background files for the download to occur. Resolution Open the Menta file Go to Options > Simulate If no error occurs, choose Commands > Generate Either at simulation or at generation, an error should be highlighted in the Menta file that is responsible for the failure to generate. Fix this error and save the Menta file back to the hard drive. Attempt to browse in the Menta file again.

Issue Controllers Comm port has previously been used for Infinet and it is now required to change its operation to Modbus or another X Driver. Environment All CX controllers that support X Drivers CX9200, CX9400, CX9900, CX9940, bCX1, NC2 Cause When connected to a controller whose comm port is in infinet mode the mode can not be changed. Resolution Delete any Infinet controllers under that comm port in the database Go to offline editing, change the mode from Infinet to Autoset or Printer, apply the change. Go online. Reload the controller. You can now select X Driver mode and select the required X Driver file.  

Issue Xenta 700 System Report shows "Menta: IO error (Error#:62464) Environment Xenta 700, 701, 711, 721, 731 Cause Some of the causes could be following: Might be configured to use wrong I/O Modules Wrong Neuron ID configured Menta program issues Resolution To resolve this error, check the following: Upgrade Xenta Firmware with Latest Version from the Exchange Extranet. Ensure correct I/O modules are configured. Ensure all the controllers and I/O modules are online.

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 Need to protect Continuum Workstations from Virus and Malware threats. Product Line Andover Continuum Environment Continuum Workstation Cause There are many Anti Virus applications on the market, how to choose which one to use on a Continuum Workstation machine. Resolution We do not qualify any specific Anti Virus applications or definitions for use with Continuum software. You can use whatever Anti Virus you want on the machine Continuum is installed on as long as Continuum was installed when that Anti Virus was disabled as this can hinder files from being copied, dll's from being registered, and registry entries from being created / modified. If there are conflicts with Continuum and the specific Anti Virus application being used, you may need to add the Continuum folder and / or the Continuum processes to the exclusion lists. For details on specific environments that have been qualified with Continuum see Software and Firmware compatibility matrix for older versions of the traditional product lines.

Issue What third party Card Printers are supported for use with Security Expert? Product Line EcoStruxure Security Expert Environment Security Expert Client Third-party Card Printers Cause There is no list of supported printers as there are too many devices to test.  Some testing has been done as listed in the resolution below.  If an issue should come up with a card printer then raise a support case and they will assist where possible and offer suggestions regarding the update of printer drivers, windows and printer preferences, etc. If necessary and the customer cannot resolve an issue then they may wish to supply the particular printer for testing and validation. Resolution There is currently no list of supported Card Printers, the following two printers have been tested by Engineering  with Security Expert: Datacard SD260 Datacard CD800 Indications that the HID Fargo HDP8500 and Fargo DTC4500e also work with Security Expert. In general, if the card printer presents itself in Windows as an XPS printer, then the printer should work with the Security Expert Client. This may require a printer driver to be downloaded and installed from the printer manufacturer for the printer to show up in the "Printers and Scanners" list in Windows.   Note: R&D has indicated that currently (12/19/2024) there is no list of printers or documentation as to what specific features or configurations are supported by each printer above.   Some functionality in Security Expert and within printer drivers allows the selection of landscape or portrait orientation. However, hopper selections are not currently supported. Printer testing was done with standard iso card printing using landscape and portrait using a single hopper. Any other requirements outside the above will rest fully with the partner/branch/customer to test and confirm it works as needed.    In unsupported printers it has been observed that some printer functions, such as badge orientation and hopper choice, may not work for all printers using the pop-up printer configuration window within Security Expert client. In those cases a workaround may be to manually change the default printer options in Windows to the required setting before printing badges. If specific functions or badge printers are required then a feature request can be submitted to potentially implement that in a future version of Security Expert. This will need to be raised with your local solution category management.

Issue Performing a firmware upgrade on a reader expander module via the SP-C's web page will fail with the message: "Error - The module failed to restart in boot mode" Firmware update failure Product Line EcoStruxure Security Expert Environment SP-C, SP-RDM2, SP-MRDM2. Cause Cause 1 There was an intermittent communications fault hindering the update process. Cause 2 There are Smart Card Readers connected to the reader expander module, which are set to RS485 communication. This appears to be causing RS485 communication issues between the SP-C and the reader expander which is hindering the firmware upgrade process. Resolution For Cause 1 Run the module upgrade process again. For Cause 2 Physically remove all connected RS485 Smart Card Readers from the reader expander module being upgraded. Run the module upgrade process again. Once the reader expander firmware has been successfully upgraded, reconnect all Readers.

Issue TGML Graphic Alert: ReferenceError: "test" is not defined. (cmd#16) Product Line TAC Vista Environment Vista 5 TGML Graphic Cause A Javascript tag in the TGML has used a variable that has not been defined. Resolution Determine which script tag is generating the error. When did the error occur? When the page loaded?  When a value changed?  When the user clicked?  Did it happen once or multiple times?  These questions can help you narrow down which script has thrown the error. Save the graphic under a different name.  Delete portions of the graphic until the error clears.  The component that was removed holds the offending script. The cmd# syntax is indicating which line of the script has the error.  Launch the script editor by clicking the "..." button next to the script Content attribute.  In this example, go to line 16 of the code. The variable name is in quotes.  In this example, find where a variable named "test" was used. Verify that the variable has been declared and defined prior to being used. Also check out the JavaScript Essentials - Programs and Statements Quick-Help video on the Exchange.