Building Automation Knowledge Base

Issue When running a listview on the alarm log it appears there are instances where the alarm was acknowledged before the timestamp. How can this happen? Product Line Andover Continuum Environment Time Sync Cause This issue can occur if  the Continuum system is not properly time synchronized. In order to properly sync the system time, it's helpful to understand where the various alarm time attributes are set: TimeStamp comes from the controller's time TimeofLog comes from the SQL Server's time TimeofAck comes from the Acknowledging CyberStation's time Resolution Make sure all the components of the system are properly time synchronized. Methods of synchronizing server and workstation times may vary based on the workstation operating system and if your network is using active directory. Refer to the network administrator to verify if time sync is being done, and under what conditions (logon only and/or a schedule) and how often. If Continuum is on an isolated network refer to http://support.microsoft.com and search on network time synchronization to learn about the different options for the particular network configuration. As for the workstation-to-controller time sync, Time sync controllers to workstations includes a program to which will sync the workstation time to the controllers. TimeOfLog and TimeStamp columns in an Alarm or AccessEvent listview are different covers a couple of conditions where the TimeStamp and TimeofLog may vary considerably. Periodically, verify that all the components are in sync.

Issue Vista only supports EXCEL reports. Environment Vista 4 and 5 Cause Vista reports only supports EXCEL format as a standard installation. Resolution A PDF printer can be installed and set to auto save as a PDF file. Vista can then print the report to the PDF printer which will save the file as a PDF. To set this up you need to first install the PDF printer. PDFCreator is one printer option that can be set to auto save functionality. Here is a link to download this software. http://www.pdfforge.org/ Once installed you configure the auto save option Then in Vista setup the report to print to the PDFCreator The setup the Report Periodical to print the report This will then save the report as a PDF in the folder defined in the PDFCreator setup.

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 The list of visitors has become very large on the VMS front page Product Line EcoStruxure Security Expert Environment Security Expert Controller Cause By default, visitor users are not deleted automatically from the system Resolution 1. In The Security Expert client, go to Visitor | Template | General Tab. Select the template you want to edit. 2. Scroll down and expand the Configuration section. In the Checkout mode, select 'delete user'. 3. Click Save.

Issue UNC station is frequently rebooting on its own and occasionally reports "Station Watchdog Timeout" in the error log. Environment I/A Series UNC 510 or UNC-520 Cause System Monitor task is causing the UNC to reboot. Typically this is caused by incorrect information in the drivers.properties file of the UNC. Resolution This issue can be corrected by editing the drivers.properties file in the UNC. To edit this file, Log into the UNC using the Admin tool. Select the Installation tab the select [Edit drivers.properties].  The file will be displayed in the text editor. Look for a line that reads sysmon.enable=true If the line is present, edit the line changing so that it reads sysmon.enable=false If the line is NOT present, add the line sysmon.enable=false at the end of the file. Select Save from the File menu to save the changes. Select Close from the File menu to close the editor. After editing the file, the station must be restarted to allow the change to take effect.

Issue Transfer SNVT (network variables) between lon devices in a TAC Vista Classic scenario. Can't bind in classic network; how to send SNVTs from one lon device to another? Environment TAC Vista Classic scenario LonWorks devices Cause If you are using TAC Vista in a classic scenario, no real SNVT bindings can be made. Resolution Use object transfer to send the values. Note that the server have to be running for the values to be transferred. For more info on how to set up object transfer, see Chapter 14 in the TAC Vista Technical Manual.

Issue "Access Denied - Invalid Card Format" in live monitoring when the Door Relocks There is no error when the card is presented and the door unlocks normally Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause There is some type of electromagnetic interference affecting the reader Resolution There are at least 2 different situations where this has been observed: 1. When using entry and exit readers that are very close together 2. A strong LED light that was close to an entry reader. In this case, there was no exit reader   The resolutions are to move/remove the device causing the interference or in the case of the LED light to ground the shield wire of the reader to the panel. This stopped the error from happening.

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 Access Expert LDAP agent unable to connect to Instance Product Line EcoStruxure Access Expert Environment Access Expert V3 Hosted LDAP agent installed OnPrem on-site server (Not the appliance installed by Feenics) Cause LDAP agent cannot connect because the Username/PW may be stored in a registry that is no longer valid Resolution Double-check the site setup documentation records that the Username/PW combination is correct Run the SEQ Log and see if there's an entry that indicates that the 'Ldap agent is not able to connect to the instance' Note: Earlier versions of the LDAP on-site installer did not remove all registry entries including username/pw, so an older username/pw combination may be used instead of an updated combination.  If the username or password was changed at some point or if alternate combinations were used for troubleshooting then an incorrect combination could be used by the LDAP agent to connect to the instance and it cannot. Check the login to Access Expert with one of the LDAP username/password combinations and if there are 2 (Users) listed in Access Expert, delete the username/pw combination that does not work in Access Expert. Regedit Backup and old Username/PW deletion To obtain a registry backup just in case before deleting an entry: https://support.microsoft.com/en-au/topic/how-to-back-up-and-restore-the-registry-in-windows-855140ad-e318-2a13-2829-d428a2ab0692  It is suggested to back up the entire Feenics.Keep.ActiveDirectory.Service subkey Open regedit and delete the imagepath subkey Windows Start/Run> regedit Locate the following registry key: HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Services\Feenics.Keep.ActiveDirectory.Service Right-click on the ImagePath subkey and select 'Delete' Only delete this subkey, not the other Reinstall the LDAP integration using the media received directly from Feenics or SE Product Support. i.e. Feenics.Keep.Installer.ActiveDirectory.msi The most recent version of the install can be found on Feenics site: Feenics Keep Active Directory LDAP Installation Media  During the installation ensure the tested username/pw combination is used Verify that the 'Feenics Keep Active Directory Service' starts successfully Go to Start>Run>Services.msc and click Ok Locate the 'Feenics Keep Active Directory Service' Right-click and select Start Open SEQ Log and verify that the Ldap agent is able to connect to the Instance. The SEQ entry at the top of this article 'Ldap agent is not able to connect to the instance.' should no longer appear in the SEQ log. The following entry should be there instead. Verify that the Access Expert Windows User(s) can now be used login to Access Expert

Issue Reporting is a powerful tool that allows for advanced monitoring of a system. It also allows for individuals or departments to monitor the usage and patterns of access. Scheduling a report allows for the delivery of reported data at a reliable interval and allows for the meeting of process requirements. *Important Note: This is a Hosted Feature Only Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Cause Scheduled Reports not included in Access Access Reports by default Resolution When adding a New Report, the Schedulable column indicates whether a report can be scheduled or not. Scheduled Reporting Each report can be generated at the moment desired or configured to run on a schedule. *Note: Scheduled reports must be created by a user within the instance the report is to be run in. To schedule a Report Open the desired report. Click the “Schedule Report” button. Name the scheduled report. Select the Scheduled Report Tab on the Bottom Left Corner Enable the Report Set the desired timing. Apply the appropriate filters. Click “Save”. The report will now run based on the set schedule. Report Settings The Report settings configure the name of the report, the duration that the report will run, and the recipients of the report. The Display Name is the name that will show within Access Expert for that report. The ‘Starting On’ and ‘Ending On’ dates are OPTIONAL fields that allow a report to be run for a given time frame. For example, if construction is occurring in a section of the building for 3 weeks, an access request report can be run on the readers going into that area for the 3 weeks construction is taking place. The “Enabled” checkbox turns the scheduled report on or off. By unchecking this box, the report is scheduled but never runs. This box is checked by default. The recipient list shows who will receive the report. By default, the user who creates the report will receive the report via email. Additional recipients can be added by selecting the “Add Recipient” button and typing the name of the additional recipient. Setting the Timing The timing of the report is set using the generation time and pattern. Report Generation Time The Report Generation Time is the time of the day that the report will run on. The time zone drop-down allows the time to be set into the local time. By setting the time on the drop-down to 8:30 AM and the time zone to Central Time, the report will start to run at 8:30 AM central time every time it runs. Recurrence Pattern The recurrence pattern sets the frequency the report will run on. Daily: This sets the report to be run every given number of days. Weekly: This option allows for the report to be run on specified days of the week. The report can be set to run weekly or every 2/5/etc. weeks. The example below shows the report configured to run every Monday, Wednesday, and Friday each week. Monthly: This option allows for the report to be set up to run every X months, i.e. every 3 months for a quarterly report, or monthly on a specific date. It is important to note that if a date is selected that does not occur in that month, the report will not run, i.e. the 31 st . If a monthly report is desired for the end of the month, it is best practice to set the report to run on the 1 st  of the month. Context Menu To access the Context Menu, Right-Click the desired report as shown below. 

Issue The site has a program that writes to a Value where the value is bound to Priority 16. The graphic maps to that same point at Priority 16. Previously they were able to click on the point on the graphic and edit the value, and the program could still count it down or clear it out. But they cannot do that anymore. Product Line EcoStruxure Building Operation Environment • Building Operation Workstation • Building Operation Automation Server Cause Prior EBO versions allowed to modify the value property of the BACnet object bound to priority 16 and vice versa, however as of 3.1 the system now makes each property read-only. Resolution There are a couple of options : It is recommended to use Numeric Public in the script Program. It will allow the modification without having to Force the value. There is also a feature in EBO 4.0 that will allow the change of the value without having to force it

Issue With a Sigma 4.0.8 installation using a software license, when adding the entitlement ID to License administrator. The message “Unable to connect to "Server" is displayed. Product Line EcoStruxure Building Operation Environment Enterprise Server Sigma License administrator Cause When adding the Sigma entitlement ID to EBO License administrator, an internet connection is required to allow the license administrator to connect to the on-line licensing server. Resolution When a PC is not connected to the internet, and you need to activate a software license entitlement, an Offline Activation Tool is available, this can be downloaded here.

Issue JACE-6 Application Director output indicates error: "Unable to init ndio device at ioPort".  After rebooting the JACE, the I/O modules work for a few hours and then appears to drop offline again. Environment I/A Series G3, JACE-6, IO-16 and IO-34 module Cause The ndio watchdog mechanism is used to return the NDIO outputs to known default conditions if the I/O module detects an issue or fails. When a JACE is booted, the NDIO processor starts and enters a default state.  At the same time, the NDIO daemon starts and establishes communications with the NDIO processor.  The mechanism monitors communications between the modules and the JACE and triggers a watchdog if the processor doesn't receive any messages from the daemon.  By default, this timeout is 30 seconds. Depending upon the NDIO Ping Monitor configuration, multiple resets of the watchdog will eventually cause the JACE to reboot. Resolution Depending upon the overall load of the JACE (other tasks and services utilizing the engine threads) the timeout may need to be increased to prevent a false watchdog condition. The first step is to increase the Keep Alive Timeout property within the ndio Monitor from 30s to 40s. Once increased, monitor the operation to see if this corrects the issue. If this does not correct, the timeout can be increased to 45 or 50 seconds maximum.  In addition, review services and tasks that may be consuming CPU usage and adjust as required.

Issue Will the JACE-600 or JACE-700 work with any of the four I/A Series proprietary drivers (GCM, DMS, ASD, MS)? Environment Niagara G3 JACE-600 JACE-700 Cause Existing building retrofit Resolution The four proprietary drivers are not supported on the JACE-600 or JACE-700 controllers. If these drivers are required a JACE 645 (TRD-T-645) is required. Please refer to Product Announcement PA-00251 for further details.

Issue RP-C-16B-230V Transformer 24Vac output Product Line EcoStruxure Building Operation Environment SmartLogic SmartX IP Controller RPC-16B-230V Cause More details about the internal transformer power supply required. Resolution The voltage regulation of the transformer is around 15%, thus if the "230Vac supply" is towards it's upper tolerance (230Vac +10%, 253Vac) the no load voltage of the "24Vac output" can be about 30Vac. If the RPC power supply is 230Vac, then the no load voltage of the 24Vac output will be around 28Vac With the 224Vac output" half loaded, the voltage is around 26.5Vac With the "24Vac output" fully loaded the voltage is around 24Vac See SpaceLogic - Hardware Reference Guide

Issue Error reads....BACnet Device for this Infinity controller is not created, please perform a ‘Find new BACnet devices’. Site does not have any BACnet devices Environment CyberStation CX Infinity controllers Cause Some how Event Notification objects are configured under the infinity controllers in the database Resolution Delete non applicable BACnet only objects that some how got configured under the infinity controllers

Issue What are the part numbers for the IOU module terminals? Environment Netcontroller Netcontroller II IOU Modules (all) Cause Need to wire a remote or third party power supply to a Netcontroller; or to wire remote IOU modules. Not sure what parts need to be ordered for the module terminals. Resolution There are two separate terminals available, a male power supply connector  and a female IOU module connector.  Male Power Supply Connector (Left Hand Side)   01-2050-285  (Male Connector for PS NetController)            Female IOU Module Connector (Right Hand Side) 01-0010-840  (IOU Module Connector, BOX OF 20)       

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 How can duplicate Handle errors be fixed? Product Line Andover Continuum Environment All versions of Continuum CX, i2 and infinet Controllers Cause An SQL database gives every object a unique handle that is used internally to reference that object. If Continuum requests a value from an Input point that has handle 1234, but that controller has handle 1234 for example as a TimeDate point, then problems will ensue. Every object in the DB has a unique handle. This includes all classes: points, programs, graphics, reports, schedules, etc. Duplicate handles can be caused on sites where engineers use multiple databases during commissioning on new panels (maybe a Single User on their laptop), It can also be caused by importing dump files with handles created from other databases, or just from database corruption on the server from failures etc. It can also be caused by the use of an Infinity LSX280 see Handle mismatch issues. Resolution Usually reloading the controller will re-sync the controller and all of its object handles back to the site database. If the DB has become corrupted, run the analyzer and try to fixup (Clean) any issues You may even have to manually delete the offending objects, running the Import Export Fixup utility (See How to run the Import/Export Fixup Utility) Follow this with a controller reload Worst case would be to revert to a backup DB if it is found to be corrupt. To avoid issues altogether, it is best to engineer a project all from a single DB and take care when importing dump files.

Issue Investigating event with EBO Webstation and need to collect logs for Product Support to assist. Product Line EcoStruxure Building Operation Environment Building Operation Webstation Cause Product Support requests logs to investigate an event in EBO Webstation Resolution Opening Developer Tools in Google Chrome or Microsoft Edge Open browser Hit F12 or Ctrl+Shift+I to toggle open and close the Developer Tools section Note: In Microsoft Edge, one can use F12 if you check to Remember my decision and click the Open DevTools button                                                                                                      Collect Information from Developer Tools - Console Open the browser's Developer Tools Select the Console tab. NOTE: Exceptions from the server or client-side issues will be shown in the console. Select inside the console tab, hit Ctrl-A to Select All, hit CTRL-C to Copy, and in any text editor, hit CTRL-V to Paste. Save the file. NOTE: In this example, there are no exceptions to be saved.  Collecting Network Logs The communication between the server and client can be logged. This can provide essential information about the information sent from the client to the server and how the information is parsed by the client. It can be useful to: take a network log while reproducing the issue clear the application cache then take a new network log.   Preparing and saving the network log Click the Network tab. Make sure network traffic is being recorded (toggled with ctrl+E) Clear the network log by clicking the Clear symbol in the upper left Open the page or object representing the issue Carry out steps to reproduce the issue Stop the recording (toggled with ctrl+E) Click Export HAR... to save the HAR file  Clearing the application cache and type information Click the Application tab Click the Application - Storage section Ensure ALL boxes are checked Click Clear site data.  NOTE: This will log you out and you need to log back in 

Issue An increased amount of polling caused by Modbus groups with duplicate registers. Product Line EcoStruxure Building Operation Environment Modbus Building Operation Automation Server Premium (AS-P) Building Operation Automation Server Bundled (AS-B) Building Operation Automation Server (AS) Cause Modbus Register Groups cause multiple resisters to be requested in a single query. This can be a very efficient way of collecting data from a device. See this Article for details. However, if a register is repeated (duplicated) within a group it can cause an increased amount of polling.    The screenshots shows a Modbus Register Group with a Requested group poll interval set to 10,000ms, but the misconfiguration is forcing polls at 500ms. Resolution The resolution is simply to avoid such a configuration. NOTE - If a Modbus Register Group with duplicates registers becomes unstable with some registers showing offline, then disabling the Scattered Read function will usually help.

Issue It is not possible to write to any parameter in the IAC400, IAC600, MMC3601 or MMC4601; reading is not a problem. This is because VisiView is attempting to write an EEPROM value that is not supported by these devices. IAC420's are not affected. VisiSat is able to write parameters to all these devices. Environment VisiView Cause Global time update is currently being transmitted to Group 1. This has been corrected to transmit as Group 0. Resolution Install service pack 3 Click here to download service pack 3 Click here to view the release note for service pack 3 Click here to download the release note for service pack 3

Issue MTA-File update Error, code = 4038 PVR block values changed from TAC Vista not saved in MTA file Environment TAC Vista TAC Menta TAC Xenta 401, TAC Xenta 301, TAC Xenta 302, TAC Xenta 281, TAC Xenta 282, TAC Xenta 283 Cause This could be because the changes made leads to a division by 0. Resolution Open the MTA file and check if the changed value can cause a division by 0.