Building Automation Knowledge Base

Issue How to Mass Create Trend Logs and Extended Trend Logs Product Line EcoStruxure Building Operation Environment Building Operation Workstation Cause If you did not create Trend Logs at the same time as you created the points or values, it is possible to create several trend logs or extended trend logs at the same time. Resolution For this example, we assume all of the values are in the same folder. You can hold down SHIFT to select multiple adjacent objects, or CTRL+click to select non-adjacent values Mass Creation of Interval Trend Logs Select all of the Values you wish to add the same type of Log to Right Click and select New connected object>Trend Select the Log type and the settings you wish to use.  Note that the log name will be the values name with either a prefix or suffix defined by the user Be sure to Select a useful folder location, either same folder as each selected object, a different folder, relative to the selected object or a single folder for all created objects. Click Edit in wizard. Set the Interval Settings, if iterval log type is selected. Click Next, configure initial meter settings if required, click next tehn click create Mass Creation of Extended Trend Logs if required Select the group of Logs you wish to create Extended Trend Logs for Right Click and select New connected object>Extended Trend Log Enter the desired settings. Just as above, the Extended log will use the Log' name plus either a prefix or suffix Be sure to Enter an appropriate Location. Use a folder on the ES if you wish these logs to show up on the Reports Server (Report server is not supported in EBO 2022 and higher). Click Edit in Wizard, Configure the Extended Log as desired, then click create. Fore more information, refer to: Mass Creating Trend Logs and Mass Creating Extended Trend Logs

Issue The License server cannot be seen by either the Workstation or Enterprise Server Product Line EcoStruxure Building Operation Environment Building Operation License Administrator Building Operation Workstation Building Operation Enterprise Server Cause When attempting to log onto a system using Workstation, or start an Enterprise Server, the license is not seen on a remote License Server. Resolution Make sure your firewall setting is not blocking the license system. For more information read SmartStruxure Workstation or editors can't get license when using firewall (errors -15 or -96) The system consisted of a PC running the Building Operation License Server. The license on the PC had been generated from an entitlement for an Enterprise Server, Workstation and program editing tools. A second PC was running the Workstation and Enterprise Server programs. Confirming that the correct licenses are available on the License server. On the License Server, select Internet Explorer and enter http://localhost:8888 in the address bar. Select the "Concurrent View" Below shows the page displayed, confirm that the expected licenses are shown. Check that the License administrator has the correct address of the license server. Open the license administrator and select the "License Server Address" tab. NOTE: the @ symbol before the IP Address must be used.

Issue Is there a replacement for the EM52L actuator? Environment EM52L actuator 8522221010 Cause The EM52L actuator is obsolete. Resolution Both the EM52L actuator and the V354/V355 valves that are associated with it are obsolete, so both will need replacing. The replacements would be the MZ20A (Selectable control signal) or the MZ20A-R (Fixed 0-10v control) actuator, with the VZ*19 range of valves. For a data sheet for the MZ20A actuator, please click HERE. For a data sheet for the VZ*19 valve range, please click HERE.  

Issue The CyberStation installation guide states that the Continuum DB Server can be run on a Windows 7 PC while the Continuum Compatibility Matrix does not. Which document is correct? Product Line Andover Continuum Environment CyberStation WebClient ContinuumDB Server Cause There are a variety of documents that describe system requirements for various Continuum products, it is unfeasible to update system requirement information in each document every time a change occurs. For this reason the Continuum Compatibility Matrix should be used as the ultimate word on Continuum products and controllers and the software and firmware that support them. Resolution The Continuum Compatibility Matrix is the ultimate authority when it comes to hardware/software/firmware compatibility.

Issue What Techniques can be used to troubleshoot Modbus TCP/IP X Driver? Product Line Andover Continuum Environment Continuum Modbus TCP/IP X Driver Cause Advice/ tips required to help isolate & determine Modbus IP communications problems. Resolution The first thing to check is that you are using the latest release of the driver and manual, also that it is the correct one for the controller model you are using, currently V2.00002 for the 1st Generation controllers (e.g. Netcontroller CX9900 etc) and V2.00018 for the 2nd Generation controllers (e.g. Netcontroller II and bCX1). Download Modbus TCP/IP xDriver. Ensure you are using only 1 XDriver for all your Modbus IP comms, if say you are using Comm1 as your X Driver enabled port then all of the Modbus IP points must be under Comm1, you cannot have 2 X Driver ports loaded with this X Driver (See Can multiple Modbus TCP/IP XDrivers be installed on a single 2nd Generation NetController?). The following points should be checked with reference to the Modbus TCP/IP X Driver Manual downloaded with the software: Set the X Driver accordingly for Client or Server mode (Client mode and will be polling the 3rd party devices, server mode responds to requests for data). Check that your Configuration point has been setup correctly as a Infinity String and the parameters are correct for the mode you are using. For Client mode check that Param 1 is set to a polling rate that the 3rd party devices can cope with also that Param 3 is long enough for the devices to respond between 20 and 60 seconds. Use Parameter 4 to enable the error logging in an appropriate date format, this will then put the errors into the String array behind this point, ensure you have set the log size to say 50, automatic log and the interval to be 0 (a semi automatic log See How to log data only when a point changes). This will then log the error in the string each time they occur, you can view these errors with a function that loops for the log size printing out each line to the Message Window, or put a number of lines of the error log array lines on a graphic as lines of text. Create a Remote Device Status point to monitor the state of the remotely connected Modbus IP servers, again this can be put on a graphic to show which devices are on/offline. By selectively disabling or removing some of the X Driver points you can limit the polling to certain devices, that way each device can be tested in turn. Another tool that can help debugging Modbus IP comms is Wireshark as it allows you to monitor the IP comms between the Client and the Servers. Check the correct addressing and function codes are used in the polls and that the servers are responding correctly. As per the Compatibility Matrix check that your NCII has a compatible firmware loaded for the Cyberstation software used (2.0x or 2.1x) In Client Mode, ensure the 3rd party system does not poll the driver too fast, see Typical data throughput rates for Modbus XDrivers. Ensure the Xdriver Objects (usually Numerics) have correct details within the Parameter Fields. An incorrectly formatted IP address can cause the Controller to Cold Start following a download. The quickest way to check the Parameters is to load the Controllers with all the objects apart from the Xdriver Configuration String, then create a listview with parameters 1 to 6.  

Issue These LED light sequences are not found in the documentation Solid White Flashing White Alternating Blue and Amber Product Line EcoStruxure Building Operation Environment Building Operation Room Controller (RPC) 24 V Cause Not yet added to current documentation Resolution Solid white forever is either no firmware in the controller or the controller is running UBoot and not launching the firmware. Solid white, transient, and followed by yellow/amber, is UBoot running. Perform a factory reset and attempt to upgrade the firmware to the latest revision allowed based on the version of EBO used on site Flashing white would indicate a defective board requiring RMA or a power supply problem (It was seen on one site the 24Vdc power supply had been damaged and was only supplying 12 to 14Vdc. Thus replacing the power supply solved the problem) Alternating Red/Blue happens during an up rev of the firmware. It specifically happens when the EFR32 (the Bluetooth chip) is being upgraded. Generally, power supply problems can cause various issues with RPx and MPx controllers, including partial corruption of the firmware/application. A recent case had transformer secondary circuits linked that cause Red/Blue flashing and 'untranslated BACnet errors’ following a site wide power cycle. Always ensure the RPx power supplies are within tolerance and fully compliant to Grounding and Power for Systems WebHelp has been updated to include more information see RP Controller Status LED

Issue Need to prevent passback in a Continuum access control system. Product Line Andover Continuum Environment Continuum Access Control Cause Access control users may try to "passback" their card in order to have another user enter an area. Resolution The way that anti-passback works in Continuum is that all the Door's entering into an Area that require the feature need to be setup for anti-passback. This then means that any one granted access at any of the Door's is then denied access at the other Door's into that same Area until they have badged out. There are two variations on the anti-passback implementation: Strict anti-passback. This restricts the same card from being used to enter the same Area until that Personnel badges out into an exit Area. It also ensures that the person's current area is adjacent to the area he/she is trying to access so if the system has the person's current area as OUTSIDE and the person tailgates into the premises and then badges at an internal door she will be denied access due to anti-passback violation. Relaxed anti-passback. This also restricts the same card from being used to enter the same Area but will allow access if the Personnel is in any different Area. As long as the Personnel is not currently in the Area they want to enter then they will be allowed in. (See Anti-passback enforcement on area re-entry only)   How to setup To setup anti-passback you will need to have at least two Areas created. One you want to restrict access to and another where they will be coming from. Next, you will need to configure the Door objects entering these Areas for both Entry and Exit. Make sure to define both of these Areas otherwise the anti-passback options will not be selectable. (See Anti-Passback Protection option is not available) Then go to the Entry Options and/or Exit Options tabs and tick "Anti-Passback Protection". This will provide strict anti-passback unless relaxed is enable by the next step. You can enable relaxed anti-passback by ticking the "Allow Entry on an Anti-Passback Violation" option. There is also an option for timed anti-passback, which if ticked, allows access on anti-passback after the "Timed Anti-Passback" time has lapsed.   Possible Solutions When Exit Readers Not Available You do need to have exit readers as well as entry readers to be able to configure and use anti-passback. To restrict access to an Area we need to know the current Area that each Personnel is in, we can only do this with Exit readers. This may not mean having to install exit readers at every entry reader though, there a couple of possibilities. First though, you will need to setup dummy exit readers in the Door objects you want to have anti-passback enabled. This will allow you to access the anti-passback function. The main problem will be that after entering the Area successfully, that same user will not be able to enter again unless they are shown to have exited that Area. There a number of possibilities on how to provide this: Install a single "badge out" reader at the exits for Personnel to badge out before exiting through free egress doors. This reader will be tied to a Door object with an exit area attached. Timed anti-passback could be used with a large enough window to deter tail-gating but still allow the cardholder to exit then enter again normally throughout the day. Could use the "allow access on anti-passback violation" option to monitor (and potentially trigger an alarm at the entry point) to note the violation for latter analysis but still allow the Personnel through.

Issue Users are finding it difficult to locate the settings for Password Expiry on EBO Accounts Product Line EcoStruxure Building Operation Environment EcoStruxure 1.7.1 and later Cause When the standard Administrators User Group is examined (of which the admin account is a member), the Password Expiry, Change Password and Auto Logoff settings cannot be altered.  Everything is greyed out.   Even if a new User Group is created,  while Passwords Change permissions and Automatic Logoff settings can now be adjusted, the Password Expiry is still not available. Resolution For Password Expiry settings select: Control Panel / Security Settings / Password Policy.    All Password options including Password Expiry can be adjusted here and will apply to all users rather than a single User or Group

Issue Identify between the various dongles used by Vista 2k, Vista 4 and Vista 5 License systems. Product Line TAC Vista Environment Vista 3.3x (Vista 2000) Vista 4.x.x Vista 5.x.x Cause Licensing and dongle technology used by Schneider Electric Vista has changed as new revisions were released. The manufacturer of Vista dongles is Aladdin which causes the designs and colors to lead to confusion over which dongle works with which version of Vista. Resolution Visual inspection and some software tools can be used to differentiate between the various Vista dongles. The Dongle Reset Utility for Vista 4 can be used to determine whether the dongle is for End User or In House use. The getTACHLInfo.exe program which is installed with Vista 5 and the License Server can be used to determine whether a Vista 5 dongle is End User or In House. Vista 4 End User Dongle A Vista 4 End User dongle is only functional when an associated license file (PLF) is installed on a computer that was generated for the PSU ID of the dongle. This dongle can either be USB or LPT in size. If the dongle is LPT it is typically white in color. If the dongle is USB the color is typically blue. When viewing the dongle through the Dongle Reset Utility it will report the type of dongle as Enduser PSU and show the PSU ID. Vista 4 In House Dongle A Vista 4 In House dongle, commonly referred to as an Engineering Dongle, activates the Engineering license files which grants a branch or partner access to the majority of Vista licenses. This type of dongle is not intended for use on customer sites outside of commissioning and maintenance work. Custom licenses can be generated for In House dongles, but it is not common. This dongle can either be USB or LPT in size. If the dongle is LPT it is typically white in color. If the dongle is USB the color is typically blue. When viewing the dongle through the Dongle Reset Utility it will report the type of dongle as TAC Vista IV Inhouse PSU and show the PSU ID. Vista 5 End User Dongle part number 000857510 A Vista 5 End User dongle is only functional when an associated license file (LIC) is installed on a License Server that was generated for the Host ID of the dongle. Vista 5 End User dongles only come as USB dongles and are typically purple in color. When using the getTACHLInfo.exe command the dongle will indicate that it is Enduser and provide the dongle ID. Instructions can be found in Find a Vista 5 dongle ID. Vista 5 In House Dongle - Part Number - 000885000 A Vista 5 In House dongle, commonly referred to as Engineering or Maintenance dongle, grants a branch or partner access to the majority of Vista licenses. This type of dongle is not intended for use on customer sites outside of commissioning and maintenance work. Custom licenses can be generated for In House dongles, but it is not common. Vista 5 In House dongles only come as USB dongles and are typically black in color. When using the getTACHLInfo.exe command the dongle will indicate that it is Engineer and provide the dongle ID. Side by Side Comparison Dongles side by side for size comparison:

Issue Unable to send alarm generated emails via the Yahoo’s SMTP server in I/A Series G3. The following error messages are displayed in the console output window when attempting to send a mail via Yahoo’s SMTP server. javax.mail.MessagingException: Could not connect to SMTP host: smtp.mail.yahoo.com, port: 465; Caused by: java.net.ConnectException: Connection refused: connect Product Line TAC I/A Series Environment Niagara G3 ENS ENC-520 ENC-410 Cause An incorrect STMP hostname was used in the “Hostname” of the OutgoingAccount. The correct Yahoo outgoing mail address, “smtp.mail.yahoo.com”, must be entered for in the OutgoingAccount “Hostname”. Resolution Procedure and properties settings required when using the Yahoo SMTP Server: Add the EmailService and CryptoService to the station's Services folder. If emails are to be sent from an ENC, ensure that the email and crypto modules (and their dependencies) are installed into the ENC. Add the OutgoingAccount to the EmailService. In the OutgoingAccount properties, configure the properties indicated below. Leave other properties as their default settings. Hostname: smtp.mail.yahoo.com Port: 465 (this is the TCP port SMTP over SSL uses) Account: example@yahoo.com (works without the “@yahoo.com” as well) Password: Your Yahoo account password Enabled: true Use SSL: true (Yahoo requires SSL) Transport: Smtp Use Authentication: true (Yahoo requires authentication when sending out emails) Reply to: example@yahoo.com (“The Reply To” must contain a valid Yahoo account) You can test the functionality by right-clicking on the EmailService and selecting 'Actions' > 'Send' to send out an email. Notes: CryptoService enables the SSL feature in the G3 station. The crypto module is included in the installation of I/A Series G3 version 3.6 but it was not included in earlier versions. You can download the crypto modules for earlier versions of G3 from The Exchange Download Center. Ensure that the station is licensed for crypto. You can look into your license file to check. Below is an example taken from a demo license. feature expiration="2012-03-31" name="crypto" parts="ENS-DEMO" ssl="true"

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 Importing certificates into EBO may require OpenSSL to perform the tasks. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Device Administrator Building Operation Automation Server Cause OpenSSL needs to be used to manipulate certificates so they are in the correct format for importing into EBO Servers. Resolution OpenSSL is installed with Enterprise Server, Enterprise Central, and Device Administrator, so use the following path to resolve your installation. In this example, EBO 2022 is installed on the C Drive, so a change in the path may be necessary for your installation. In EBO 2023, OpenSSL was upgraded to 3.x version (3.0.8 dated 7 Feb 2023). Enterprise Server Location: C:\Program Files (x86)\Schneider Electric EcoStruxure\Building Operation 4.0\Enterprise Server\bin\openssl.exe Device Administrator Location: C:\Program Files (x86)\Schneider Electric EcoStruxure\Building Operation 4.0\Device Administrator\OpenSSL\openssl.exe One can use the command openssl version to see the version installed. In this example with EBO 2022 OpenSSL version 1.1.1l (Letter L) dated 24 Aug 2021 is installed.   Enterprise Server  Device Administrator  Use Copy Path to use openssl.exe in the current directory In Windows Explorer, find openssl.exe Hold SHIFT, Right-Click on openssl.exe, and select Copy Path Paste into the command prompt, and you will see double quotes since the path can contain spaces. Continue to type your command and reference files by name in the current directory. 

Issue How to manage the trend files stored on the SmartStruxure™ Lite Manager flash memory. Examples and guidelines for the FTP transfer of trend files. Product Line EcoStruxure Building Expert Environment SmartStruxure Lite Multi-Purpose Manager (MPM) 2.4.3 and above Lua program Cause All data points collected by a TL object are saved in a text file stored on the SmartStruxure™ Lite Manager SD memory card (which has a storage capacity of 2 GB). This file is accessible at [ipaddress]/root/data/trend.csv. The trend.csv file contains the log of all TL objects on a SmartStruxure™ Lite Manager. It logs new data until it reaches a size of ~10 MB, when it will be renamed trend_date.csv for backup. A new trend.csv file will be created to record the new data.  In the context of your application, it may be of interest to retrieve the trend.csv file from the SmartStruxure™ Lite Manager for analysis.   It is also important to remove these excess trend files since there is a risk of filling the SD card on the Manager. An example of storage requirements are listed below: A Manager with 10 trend logs recording data every 10 minutes will record ~50 kB of data each day, for a total of ~350 kB per week. A Manager with 20 trend logs recording data every 30 seconds will record ~2 MB of data each day, for a total of ~14 MB per week. Resolution The simplest way to automate this process is to use a Lua script to initiate a FTP file transfer to an FTP server on an event of your choice. The example shown in the application note below, the file transfer is initiated by a SmartStruxure™ Lite scheduler. Once the file is transferred to the FTP server, you can rename the file to create a backup. Data collection will then continue in a new and empty trend.csv file. This way, any new transfer of the trend.csv file to the FTP server will be a complement of the preceding file. This application note discusses the management of the trend files stored on the SmartStruxure™ Lite Manager flash memory, and provides examples and guidelines for the FTP transfer of these files. Lua script examples can be found here

Issue Check Windows Add/Remove programs and see if MSXML 6 SP2 is installed.  Installation of MSXML 6 Service Pack 2 (KB954459) failed because a higher version already exists on the machine. To proceed, uninstall the higher version and then run MSXML 6 Service Pack 2 (KB954459) Setup again. Product Line Andover Continuum Environment XP SP3 SQL Express 2005 XML Cause When SQL Server Setup tries to install MSXML 6.0 SP2, it detects that the version of MSXML 6.0 that is described in Knowledge Base article 954459 is already installed on the computer. Therefore, the validation process indicates that the current version of MSXML 6.0 should not be replaced. This stops the installation of both MSXML 6.0 and SQL Server 2005. Resolution See Microsoft's Support KB article for more information. MS offers a work around to this issue in their KB article as follows: Download MSMXL fix from the following Microsoft website: http://download.microsoft.com/download/E/3/F/E3F51FFB-505D-480E-9F67-0DD3A9680DEE/MSXMLFix.EXE Extract the fix, and then copy the MSXML6.MSP file and the MSXML_FIX.VBS file to the same folder. Run cscript MSXML_FIX.VBS. Once the fix is run, try installing SQL Express again. For alternative solutions see Failed to create or configure database on SQL Server! ([17] SQL Server does not exist or access denied.) and Error when installing SQL 2005 Express on a machine that had previously had MSDE installed

  Issue Unable to convert DMP file to SmartX servers with EBO 3.x, 4.x and 5.x using Continuum Conversion Tool(CCT) with PCT 2.0 Example: CCT3.2 is unable to connect to an AS-P in v3.2 created in PCT 2.0 It shows the "The user session is lost, no specific reason has been set" error when trying to connect. Product Line EcoStruxure Building Operation Environment Continuum Conversion Tool Project Configuration Tool Cause PCT 2.0 is not compatible with earlier versions of CCT Resolution In PCT 2.0, create a version 6.0 ES. In PCT 2.0, create an older version of AS-P. In PCT 2.0, make the older version AS-P a child of version 6.0 ES. In WorkStation 6.0, log on to the ES, navigate to the AS-P, and create the desired MS/TP or Infinet networks. In CCT 6.0, log on to the ES and import and analyze the desired Continuum dump file. In CCT 6.0, click to select the target MS/TP or Infinet networks. When doing so, navigate into the older version of AS-P to select the desired networks. Convert the dump file.

Issue I/A Series R2 station installed on a JACE-645 retrofit board (TRD-RB-645) fails to run with the following errors Product Line TAC IA Series Environment JACE-645 Retrofit Board (TRD-RB-645) I/A Series R2 version 2.301.535.v1 I/A Series G3 version 3.6.406 Cause The R2 station has not been upgraded to R2 version 2.301.535 using the dbadmin command in the Niagara console. There are errors when converting the upgraded XML version of the station to SNS.  Resolution Ensure that the R2 station is upgraded as per step 3 on page 4 of the Retrofit Board Niagara R2 Install & Startup Guide before copying the station into the JACE-645 retrofit board. 

Issue Troubleshooting sending email alarms from a Xenta Server. Product Line TAC INET, TAC Vista Environment Xenta Server Xenta 511, 511:B, 527, 701, 711, 721 and 731 XBuilder SMTP Server Cause There are many reasons why an emailed alarm from a Xenta Server wouldn't reach the desired destination inbox. This document walks through the most common settings and networking issues and how to overcome them. Resolution Some Xenta Servers can be configured to send out alarms via email – 511, 511:B, 527, 701, 711, 721 and 731. Typically, following the instructions found in the TAC Vista Xenta Server – Web Server Technical Manual will result in successful delivery of email alarms. However, there are some factors that can hinder these email messages. This document is intended to address a few of the most common troubleshooting techniques to resolve these problems. The Basics The first step to getting Xenta alarms to email out is to properly configure the XBuilder project. Reference Chapter 5.2 Configuring the TAC Xenta Server for Email Forwarding in the TAC Vista Xenta Server – Web Server Technical Manual. Enter the address of the Simple Mail Transfer Protocol (SMTP) server as well as the authentication information (if any). If no SMTP server or login information has been provided, contact an IT professional at the customer's site to obtain this information. Alternately, for testing and demo purposes, Schneider Electric's SMTP server can be used – smtpservice.buildings.schneider-electric.com (port 25 or port 2525). If using Schneider Electric's SMTP server, set the Authentication to "TAC." Once the Xenta Server is correctly configured, set up Alarm Receivers in the XBuilder project. The steps for this can be found in Chapter 4.3 Configuring Receiver Groups in the TAC Vista Xenta Server – Web Server Technical Manual. Consider configuring the Alarm Receiver to email a distribution list as opposed to individual email addresses. Then the distribution list can be edited and maintained by the IT staff without ever having to access XBuilder projects or Xenta Servers. If everything is set up correctly, test the email capability by logging into the web interface of the Xenta Server and navigating to Utilities > Tools > Communication Tests. Enter a test email destination and hit "Test" as shown in Figure 1.  Figure 1. Test Send E-mail Message If the email arrives as expected, then the SMTP settings are all correct. A final test of the alarm receivers and alarm properties can be accomplished by forcing an alarm condition. If the email does not arrive as expected, check the following possible errors, or proceed directly to the next section of this document titled "Check SMTP Connectivity." Could not send the e-mail, error in mail configuration If this error results from sending a test email, then the settings in XBuilder need to be revisited and verified. Failed deliver e-mail, connection couldn't be established, check e-mail address If the test results in this error, proceed to the next section of this document titled "Check SMTP Server Connectivity." Check SMTP Server Connectivity In order to use an SMTP server, a connection must be established. In this example, the provided SMTP server is "smtp.ACME.com." Xenta Servers have a built in test function for determining the status of some of the defined devices. Log into the web interface and navigate to Utilities > Tools > Communication Tests.  Figure 2. Communication Tests From this screen, the connection between the Xenta Server and any of the defined gateways and servers can be verified. Select the radio button for Mail server 1 (SMTP) and hit test. Some possible results of the test are: ‘Mail server 1 (SMTP)’ is on-line If the mail server is online, but the test email still is not delivered, then the cause is most likely the authentication credentials of the Xenta Server. Check with an IT professional to verify the login account name and password that have been provided. Check that it has been correctly entered as described in the section of this document titled "Check SMTP Server Settings." If all of this is set up correctly and verified, proceed to the section of the document titled "Xenta Server Indicates No Errors." ‘Mail server 1 (SMTP)’ is off-line If the mail server is offline, then no communication exists. Make sure the SMTP server settings are correct. Refer to the section of this document titled "Check SMTP Server Settings." Also check the TCP/IP settings as described in the section of this document titled "Check TCP/IP Settings." If the SMTP server is outside the network, ensure that the default gateway is defined and test its availability with a communication test as shown in Figure 2. Lastly, connect to the network using a laptop and attempt to ping the SMTP server. If it is unavailable, contact an IT professional for assistance. C:\>ping smtp.ACME.com Pinging smtp.ACME.com [10.10.10.10] with 32 bytes of data: Request timed out. Request timed out. Request timed out. Request timed out. Ping statistics for 10.10.10.10: Packets: Sent = 4, Received = 0, Lost = 4 (100% loss), Figure 3. Failed Ping Example C:\>ping smtp.ACME.com Pinging smtp.ACME.com [10.10.10.10] with 32 bytes of data: Reply from 10.10.10.10: bytes=32 time=1ms TTL=64 Reply from 10.10.10.10: bytes=32 time=1ms TTL=64 Reply from 10.10.10.10: bytes=32 time=1ms TTL=64 Reply from 10.10.10.10: bytes=32 time=1ms TTL=64 Ping statistics for 10.10.10.10: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 1ms, Maximum = 1ms, Average = 1ms Figure 4. Successful Ping Example In Figure 4, the ping has returned four successful results. This will confirm that cables are connected properly, IP addresses are set, and any necessary gateway routers are communicating. It does not indicate ultimate success in connecting to the SMTP server. To check connectivity with the SMTP server, use a simple telnet command on port 25 (or the specified port) from a command prompt. C:\>telnet smtp.ACME.com 25 Connecting To smtp.ACME.com... Figure 5. Telnet command. If there is an error connecting, you will see this: C:\>telnet smtp.ACME.com 25 Connecting To smtp.ACME.com...Could not open connection to the host, on port 25: Connect failed Figure 6. Failed Telnet Command. If the connection succeeds, the command prompt will clear and show a new line beginning with 220. Type the word "helo" and press enter. The SMTP server should again respond but this time with a line starting with 250. Exit the telnet session by typing "quit" and pressing enter. 220 smtp.ACME.com ESMTP helo 250 smtp.ACME.com quit 221 smtp.ACME.com Connection to the host lost. C:\> Figure 7. Successful Telnet Session. If a connection can successfully be established through telnet, then the ports are open and SMTP messages should be successfully received from the Xenta Server. That does not guarantee they will be relayed by the SMTP server, so if emails are still not being delivered, continue troubleshooting with the next section titled "Xenta Server Indicates No Errors." Command not found If a telnet attempt results in the command prompt error "command not found" it is most likely because telnet is not enabled. In newer operating systems (Windows Vista/Windows 7) this feature is not enabled by default. To enable telnet: Go to Start > Control Panel > Programs and Features On the left side, select Turn Windows features on or off Scroll down to Telnet Client and check the box (see Figure 8 below)  Figure 8. Enable Telnet Client. Failed convert dns-name into ip-number If using DNS names for the SMTP server instead of IP addresses, a DNS server must be defined. A DNS server is responsible for resolving DNS names to IP addresses. Make sure the DNS server is online with a communication test as shown in Figure 2. To bypass any problems with DNS, enter the SMTP server IP address instead. This can be obtained by pinging the server as shown in Figure 3. Check SMTP Server Settings The SMTP settings can be viewed and changed either in the XBuilder project, or live via the server's web interface. If you are troubleshooting live on a site, it is probably faster and easier to use the web interface. If settings are changed live, be sure to update the XBuilder project at some point to avoid the settings being erased by a download. Navigate in the web interface to Configuration > Network > SMTP.  Figure 9. SMTP Settings The fields shown in Figure 9 for "Outgoing mail server port" are not available in XBuilder/System Program versions prior to 5.1.3. In versions 5.1.2 and below, it is not possible to alter the default SMTP port. It is hard-coded at 25. The Primary SMTP will be provided by the site's IT staff. If authentication is required, then an account name and password must be provided by the IT staff. If the SMTP server is available, but no emails are being sent out, the authentication parameters need to be checked. Any further investigation at that point will require contacting an IT professional for assistance. Refer to the section of this document titled "Xenta Server Indicates No Errors" for some troubleshooting questions to pose. Also refer to "Contacting an IT Professional" for documents to use to facilitate these conversations. If no SMTP server has been provided, then Schneider Electric's SMTP server can be used. To use Schneider Electric's SMTP server for testing or temporary purposes, enter "smtpservice.buildings.schneider-electric.com" into the outgoing mail server. Mail server ports 25 and 2525 are available. Authentication is set to "TAC." This does not require an account name or password. This method is only recommended for testing purposes. Schneider Electric makes no guarantees as to the availability of the SMTP server. To ensure the email alarms are being delivered as promised, use an SMTP server with some guarantee of up time. Even if an SMTP server has been provided, consider defining Schneider Electric's SMTP server as a secondary server. It is not always a viable solution due to some network security settings and availability, but may increase the overall success rate of your email delivery by providing some redundancy. Check TCP/IP Settings The TCP/IP settings can be viewed and changed either in the XBuilder project, or live via the server's web interface. If you are troubleshooting live on a site, it is probably faster and easier to use the web interface. If settings are changed live, be sure to update the XBuilder project at some point to avoid the settings being erased by a download. Navigate in the web interface to Configuration > Network > TCP/IP.  Figure 10. TCP/IP Settings The most important items to check on this screen are Default gateway and DNS server. If the default gateway is not properly defined, then external SMTP servers will be unavailable. If the DNS server is not properly defined, then SMTP servers defined by DNS names will be unresolved. Either enter a valid DNS server, or manually resolve the IP address by pinging the server as shown in Figure 3. If using Schneider Electric's SMTP server, DNS must be defined. Xenta Server Indicates No Errors If the test email was sent, but not received, and no errors were recorded, the focus should now shift to troubleshooting the SMTP server itself. Assistance from an IT professional will be helpful at this stage. Things to check include: Check the incoming/outgoing messages from the SMTP server. See if the messages from the Xenta Server are arriving but not being sent out. Many companies will set up an "allowed" list that will only pass emails from recognized IP addresses, and all else is filtered as spam. Make sure the Xenta Server's IP address is listed on the acceptable list. Ask what port the SMTP communication is using. Port 25 is typically used for SMTP communication, but some companies will change this for security purposes. Request that port 25 be opened for SMTP communication from the Vista Server. If this is not an option, the port can be changed in XBuilder/System Program versions 5.1.3 and later. See the section of this document titled "Changing the default SMTP Port" for instructions. Xenta Servers are hard-coded to use UTF-7 encoding. They require this encoding to support Swedish characters. UTF-8 is the most common encoding in America and Europe. Some networks may filter UTF-7 messages as spam. While this is not readily configurable, it can be manually changed by editing some files. Use an FTP program (Internet Explorer) to connect to the Xenta you are trying to change and download the \sys\langstring.cfg file. Edit the file and modify the following lines to replace all instances of 7 with an 8: ALARM_CODE_1= =?utf-7?Q? ALARM_CODE_3=charset=UNICODE-1-1-UTF-7 Upload the edited file back to the Xenta device and then cycle the power. The device will now use UTF-8 character encoding which is more commonly used in the United States. Remember that reloading the system program will erase these changes. Some companies will block all POP messages on the network. This will disable the ability to use external SMTP servers. Make sure POP messages are allowed or that the SMTP server is internal to the network. If you are trying to use an SMTP server of a different ISP than the one Vista Server is connected to, this will most likely be blocked by the SMTP server. This is known as mail relaying – something spammers can and will abuse. Changing the default SMTP Port Changing the default SMTP port is not available in XBuilder/System Program versions prior to 5.1.3. In versions 5.1.2 and before, the only options are to request for the IT department to allow use of port 25, or upgrade to version 5.1.3 or later. If you are using XBuilder/System Program version 5.1.3 or later, adjusting the default SMTP Port can be done through the web interface as shown in Figure 9. It can also be adjusted in XBuilder as shown in Figure 6.  Figure 11. Changing the SMTP Port in XBuilder Contacting an IT Professional If you need help contacting the customer's IT department to gather and share the correct data, use the document attached in Appendix A: IT Request for Information. A completed example is shown in Appendix B: Sample IT Request for Information. Disclaimer The information contained in this document is subject to change without notice. It is also subject to change with versions of TAC Xenta Servers. If further assistance is required, please Call or email Schneider Electric Product Support Appendix A: IT Request for Information The TAC building automation system installed on your site has the capability to email facilities personnel in certain situations. Typically, this is used to alert the proper channels of equipment failure or security breaches detected by the automation system. TAC Xenta Servers use standard Simple Mail Transfer Protocol (SMTP) for these messages. An SMTP server must be provided in order for these messages to be delivered. The following document was created to facilitate the sharing/gathering of necessary information between IT and the installation contractor. Information for the Installation Contractor from IT SMTP messages must be sent with the following details: SMTP server address (DNS or IP):   Authentication required (choose one): Yes No Account name (if applicable):   Password (if applicable):   To distribution list (if any):   Required UDP Port:   Information for IT from the Installation Contractor SMTP messages will be sent with the following details: To distribution list (or email addresses):   Unit e-mail address:   From IP address:   Desired UDP port:   Appendix B: Sample IT Request for Information The TAC building automation system installed on your site has the capability to email facilities personnel in certain situations. Typically, this is used to alert the proper channels of equipment failure or security breaches detected by the automation system. TAC Xenta Servers use standard Simple Mail Transfer Protocol (SMTP) for these messages. An SMTP server must be provided in order for these messages to be delivered. The following document was created to facilitate the sharing/gathering of necessary information between IT and the installation contractor. Information for the Installation Contractor from IT SMTP messages must be sent with the following details: SMTP server address (DNS or IP): smtp.ACME.com Authentication required (choose one): Yes No Account name (if applicable): emailuser Password (if applicable): password123 To distribution list (if any): facilities_staff@thebuilding.com Required UDP Port: 25 Information for IT from the Installation Contractor SMTP messages will be sent with the following details: To distribution list (or email addresses): facilities_staff@thebuilding.com Unit e-mail address: xenta@server.com From IP address: 10.10.10.20 Desired UDP port: 25

Issue At times the firmware and software on the Roam IO2 requires updating and instructions are needed Product Line Andover Continuum, EcoStruxure Building Operation Environment Roam IO2 Windows XP Windows 7 Windows Server 2003 Windows Server 2008 Windows Mobile Cause Instructions for upgrading the software and firmware are provided in the User's guide, but this article places them in an easy to find location Resolution The full instructions for installing and using the RoamIO2 software and hardware are in the User Guides: BACnet Service Tool User Guide + Software Infinet Service Tool User Guide + Software NOTE: The RoamIO2Appl2.000002.upd firmware firmware can only be updated from the BACnet service tool, the Infinet service tool does not have the update OS option.     Please see instructions for installing firmware and hardware for the RoamIO2 for an overview.  

Issue The new program interface does not match the previously defined program interface. (Subsystem: NS, #59) Product Line TAC Vista Environment LonMaker 3.1 LNS Version <3.2 Xenta Programmable Controllers Xenta 280, 281, 282, 283, 300, 301, 302, 401, 401:B Xenta 104-A Square D Altivar 61 Xenta 102-AX Cause The steps defined in this article only relate to the NS #59 error when it is received on an attempt to commission a controller in an LNS environment. It does not cover when this error is shown as a result of a download attempt in the TAC Vista System Plug-in. For information on the download error, see NS Errors #59, #64, #51 in a row on download attempt through System Plug-In. The new program interface does not match the previously defined program interface; i.e., the number of network variables, message tags, or the structure of self identification data is inconsistent even though the Program IDs match. This generally happens when a newer firmware of a controller is introduced that uses the same SNVT inputs and outputs as the old controller, and therefore shares a device template even though something below the surface may be different. Resolution The appropriate resolution to the NS, #59 error depends on the LNS version and type of controller that is failing to commission. Select from the categories below which best describes the situation. LNS Version <3.2 Check the existing Version of LNS. Open the Echelon® LonMaker™ Design Manager Right-click on the title bar of the Design Manager and select "About Echelon LonMaker..." In the About Echelon® LonMaker™ Design Manager Professional Edition window, look under Additional Information.   If the LNS Version is below 3.2, then upgrading the LNS to 3.2 or later (also referred to as LNS Turbo, not to be confused with LonMaker Turbo) may fix the error. The later LNS versions are less sensitive to program interfaces not matching. Navigate to Echelon Downloads. You will need an Echelon ID and password. It is free to create a New User Account if you do not already have one. In the drop-down menu, select Search for software in the Network Tools category. Before you install LonMaker Integration Tool 3.1 Service Pack 3 Update 3, you must have already installed LonMaker Integration Tool 3.2 Service Pack 3 Update 1. Download both Update 1 and Update 3, or just Update 3 depending on the situation. Note: If you upgrade to LNS Turbo, you will no longer be able to restore databases from a non-Turbo LNS PC. There is backwards compatibility with old databases, but no "forward" compatibility for older PCs to open newer networks. If you cannot install the LNS update, proceed to the following solutions organized by controller type. Xenta Programmables (follow steps below) Xenta 28X, 30X, 401(:B) You get this error when two controllers share a device template (XIF file) if one has a system program version (.MOT) below 3.5 and the other has a system program version above 3.5. Typically you will get this when you are replacing an older controller or adding a new controller to an older network. To fix the problem you have to make sure that the new controller you are adding (replacing) gets a new XIF file and its own template. Open the application from the System Plug-in by right clicking on the controller and selecting Configure>Edit. To give the application a new XIF, either add a dummy SNVT or go to Device Configuration and uncheck the box for "XIF header generated according to LonMark standard." Go to Options>Simulate (F12), select Commands>Generate. Options>Edit (F12) and save the application to the hard drive by selecting File>Save as. In the System Plug-in, browse in the application that you just saved on the hard drive. Update TAC Network and Vista Database. If you are asked to resynchronize, do so. Download Applications and Parameters. Commission in LonMaker. Another cause of the error for a Xenta programmable is if the system program version (.MOT) is newer than the version of Vista System Plug-In being used. For example, if visiting a 4.2.5 Vista site and attempting to add a much newer 3.8 firmware Xenta programmable. It will fail on attempts to commission. The firmware must be downgraded to a version that is compatible with the older Vista system. See Download an .MOT file into a Xenta Programmable controller for information on loading a different .MOT file. Xenta 104-A (follow steps below) If there are TAC Xenta 104-A v1.10 (or older) commissioned in an LNS database, it is not possible to add a TAC Xenta 104-A v1.20 or newer in the same database. Nor is it possible to do a replace. This is due to a change of size of the SNVT declaration area residing in the device memory. For the same Program ID, LNS requires this size to be identical as previously commissioned devices. Download NXE v1.20A from The Exchange Download Center. This is an NXE file which should be used to upgrade v1.20 to be able to coexist with v1.10. (It is not possible to upgrade 1.10 to 1.20/1.2A, due to memory configuration.) The download of v1.2A to the device is selected in the “New device wizard” in LonMaker. Check the “Load application image” and browse in the NXE as the image file. Note : The same process must be performed while dealing with the 104-A v1.21. In addition to the same issues above, v1.20A will not be compatible with v1.21. For more information on the Xenta 104-A firmware versions see Xenta 104-A firmware version compatibility. Square D Altivar 61 (choose an option below) Square D Altivar 61 drives have undergone a similar update of the firmware. Newer LON drives cannot reside concurrently on a network with older drives. A new NXE must be loaded into the newer drives so they can coexist with the older drives. This NXE file is on the Product Support SharePoint, or can be obtained by contacting Square D drive support directly at drive.products.support@schneider-electric.com. Xenta 102-AX Two Xenta 102-AXs, one that is hardware version 1, and one that is hardware version 2, cannot co-exist on the same LNS network. Whichever one is commissioned first will work fine, the second will result in an NS, #59 error.

Issue When using the Modbus RTU and Modbus IP XDrivers it is important to determine which controller and port can support the electrical standards used by the 3rd party device. Product Line Andover Continuum Environment Continuum Netcontroller II and bCX1 controllers that have been XDriver enabled. XDriver, Modbus RTU, IP, Infilink, Infilink200, B-Link. RS-232, RS-485 JBUS Cause Controller ports and 3rd party devices come in various electrical standards (RS-232, RS-485, RS-422), which ports support the various standards? Resolution There are two Continuum Modbus XDrivers: Modbus RTU: This allows the connection of 3rd party Modbus RTU slaves via the serial data RS-232, RS-485 or RS-422 electrical standards. RS-232 is a point to point connection to 1 device, RS-485 & RS-422 support a bus topology for connection of multiple 3rd party devices. The Continuum controller will be the Modbus RTU Master and will poll the 3rd party device that must be a slave. The bCX1-CR controllers have 2 ports that can be configured for Modbus: Comm1 RS-232 Comm2 RS-232 or RS-485 port The Netcontroller II controllers support: Comm1 - RS-232 or RS-485 Comm2 - RS-485 Comm3 - RS-232 Comm4 - RS-422 The ACX57xx controllers support: Comm1 - RS-485 Notes An Infilink200 or B-Link may be used to convert RS-232 to RS-485 if required. The J Bus protocol is a subset of the Modbus protocol and so the Modbus XDriver is used for J Bus Systems. Modbus IP: The bCX1, ACX57xx and the Netcontroller II all support the Modbus IP protocol that connect via the Ethernet IP connection. This XDriver can be configured to support either Client or Server modes. Although the communication is physically via the Ethernet port, one of the Serial ports is required to be X Driver enabled to load the software, this serial port is then no longer available for other purposes. This XDriver requires Ethernet X Driver support to be enabled on the port. NOTE Netcontroller II and bCX1 can have an XDriver ENABLED on more than a one Comms port, however only one IP XDriver should be INSTALLED on each controller, also only one Modbus RTU XDriver should be INSTALLED on each controller. It is possible to INSTALL a Modbus RTU and a Modbus TCP/IP XDriver on a single controller, but it would be very easy to overload the controller, so this setup is only suitable for smaller networks. (note the difference between enabling XDriver support and Installing an XDriver) See Articles Can multiple Modbus TCP/IP XDrivers be installed on a single 2nd Generation NetController? and BCX Controller can use Comm 1, Comm2, or both ports for Modbus RTU X-Driver  

Issue Enterprise Server ES crash Product Line EcoStruxure Building Operation Environment Enterprise Server ES Enterprise Central EC Cause The ES/EC runs on a Windows platform and there are circumstances that can lead to a single crash or multiple crashes leaving the ES/EC not running Background - The ES service is usually running. The service can be seen below under the Windows services and via "Building Operation Software Administrator"  The ES v4.0 has crashed and will not restart. The "Building Operation x.x Connect Agent" collects any core dumps and packages them, so they can be quickly analyzed. It also checks if an ES is registered and online, then uploads the core dump files for automatic analysis. If the site is not registered or is offline, then these files are stored locally at %ProgramData%\Schneider Electric [EcoStruxure|StruxureWare]\Building Operation [n.n]\Enterprise [Server|Central]\db\Crash information (default for v4.0 "C:\ProgramData\Schneider Electric EcoStruxure\Building Operation 4.0\Enterprise Server\db\Crash information") The "Building Operation x.x Connect Agent" is a Windows Service and installed with the ES, the service should be left to run continually. If it is not running during an ES crash, the core dump may still get created, but does not get packaged up in a way that can be easily analyzed. Each packed crash dump file may look like "ES_ES_MYCOMPUTER_20221104T121314Z.zip" and likely be between 40MB and 200MB in size. The individual core dump will look like "server_20230314_132853__r4.0.3.176.dmp", but is very time consuming to analyze, without the other associated files Resolution Following a crash,the EC/ES will usually restart and operate correctly, however in some cases the EBO database or install file structure may be damaged and the EC/ES may fail to restart correctly EC/ES has crashed and is now running correctly Send the following information to Support - All core dumps from the "\db\Crash information" folder - All data from the "\db\logs" folder - Ideally a full backup of the ES (with history), always zip before sending to Support If the "Crash information" folder is empty, then check the "Building Operation x.x Connect Agent" is running. It is possible the core dumps have already been uploaded and analyzed automatically EC/ES has crashed, tried to restart but just stops again. (as seen in the first screen shot, "The server has made too many unsuccessful attempts to start..." is seen It is important to gather all the data as stated above, but also collected the EC/ES and AS backups from "\db_backup" It can be useful to get full copy of the files in "/db" Ideally the EC/ES is not critical to the operation of a site, but it can still cause a big problem. Checking the Trace and System logs may give a clue to the problem, e.g. a lack of disk space, but often there are only a few options   Collect the files above, then wait for a reply from support. Please state if the EC/ES is stopped and a resolution is being sort. Reinstall the EC/ES at the same version and choose repair current version, or upgrade to a newer CP Fix version or maintenance version. Uninstall the EC/ES, then re-install the same version with an empty database, then restore the last good backup to the ES. If option 2 or 3 is used, it is still important to log a case with support, so the crash can be investigated. The backup can be checked for errors using the XBK Analyzer.