Issue The Bluetooth adapter fails to power on when connected to the SmartX Sensor. Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Building Operation Enterprise Server Cause The “Commissioning Tool Enable” property is set to Off, which prevents the Bluetooth adapter from receiving power. Resolution To resolve this issue: Open WorkStation. Navigate to the Sensor Bus Settings. Locate the “Commissioning Tool Enable” property. Set the property to On. Save the changes and verify that the Bluetooth adapter powers on.    

Issue After installing and configuring the LP4502 (online) and downstream devices per the Installation instructions, KGC devices remain offline. (See highlighted snapshot below) Link to Kone Integration Instructions: Access Expert Kone Elevator Integration  Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Kone Elevator Integration LP4502 Comm2 with Micro-B USB adapter (Pluggable USB2-OTGE100) Cause Using the LP4502 comm2 port with a Micro-B USB adapter for elevator communication on a separate subnet is NOT supported. Note: Other Elevator integrations (Thyssen Krupp, Otis) support this setup, which can cause confusion. Resolution 1. Use Comm1 for LP4502 to connect to the internet and site instance. 2. Ensure LP4502 and Kone elevator equipment are on the same subnet. 3. Configure site IT switch: Block internet-to-Kone communication. Allow local traffic on port 2005. KGC downstream IPs must communicate with the LP4502 primary NIC IP. Once completed, the LP4502 and the KGC downstreams will come online and will communicate with the Kone Elevator equipment. Summary KGC downstream devices fail to come online when LP4502 is configured using Comm2 with a Micro-B USB adapter. This setup is not supported for Kone Elevator integration.  

Issue Customer is unable to install the Security Expert Mobile app on newer Android devices. The app does not appear in the Google Play Store. Reported devices and OS versions: Samsung A15/A16 running Android 16, OneUI 7 Samsung S22 Ultra running Android 15, OneUI 7 Product Line EcoStruxure Security Expert Environment  Application: Security Expert Mobile App Platform: Android devices Store: Google Play Store Affected OS: Android 15 and Android 16 UI Version: OneUI 7 Cause The updated version of the Security Expert Mobile app has not yet been released on the Android Play Store. It is undergoing Cyber Security penetration testing and review, which is expected to complete by end of Q1 2026. Resolution Currently, the Security Expert Mobile app is not available for download on Android. Follow these steps for a workaround: Use the Protege Mobile app as an alternative: Go to the Google Play Store link. Download and install Protege Mobile. Log in using existing Security Expert credentials: Open the Protege Mobile app. Enter your Security Expert username and password. Confirm connectivity to your Security Expert system. Plan for future availability: The official Security Expert Mobile app for Android will be released after the Cyber Security review process (ETA: end of Q1 2026).

Issue During the offline license activation process for EcoStruxure Building Operation, the process fails at Step 3 with the following error: FlexNet Embedded Error: FLXERR_RESPONSE_EXPIRED – The allowed time to process the response has expired. (Public Code: 1879048218 | Location: 4522804)  Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation Offline License Activation Cause This error occurs because the response file has exceeded its valid processing window. According to FlexNet documentation, the default expiration period for response files is 7 days from the time of generation. Additional contributing factors: System clocks on involved servers may be misaligned. The response file was not activated within the allowed time frame. Resolution Response file expiration is fixed and cannot be extended. Ensure that: All EBO servers involved in the activation process have accurate date/time settings. The response file is activated within 7 days of its creation. Best Practice: Always verify system time settings on all EBO servers before generating request files and activating response files.

Issue Automation Servers in an EcoStruxure Building Operation (EBO) system are unexpectedly changing their time. Investigation shows that a third-party BACnet IP device is sending BACnet Time Sync messages, causing the time drift. Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation BACnet IP Cause A third-party BACnet device is broadcasting BACnet Time Synchronization messages on the IP network. By default, older EBO versions honor these messages, resulting in unintended time changes. Resolution Option 1: Modify Third-Party Device Configuration If possible, disable BACnet Time Sync on the third-party device. This is the most direct solution but depends on vendor capabilities. Option 2: Upgrade EBO From EBO 5.0.3.16010 (CP15) onward, AS-P controllers ignore BACnet Time Sync by default. This behavior is first included in: EBO 5.0.3.16010 (CP15) EBO 6.0.4.6003 (CP4) EBO 7.0.2 release To re-enable honoring BACnet Time Sync (if required): Configure a service_blacklist Add the following to the file to enable the time sync: <blacklist> <global> <enable-execute-time-sync/> </global> </blacklist>

Issue SAFR Face Scan successfully detects faces but does not authenticate users or grant access.        Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 SAFR Scan Reader using OSDP Cause The default SAFR Scanner Access Feedback Timeout is set to 300 ms, which is too short for proper authentication. In some cases, physical impact during transit may also require light sensor recalibration. Resolution   Access the SAFR Scanner configuration web page and log in. Navigate to System > OSDP settings. Change the Access Feedback Timeout from 300 ms to 1000 ms and click Apply. Test authentication. If issues persist: Perform light sensor calibration (refer to SAFR documentation). SAFR portal: https://safr.com/safr-portal/ (login required)

Issue Guidance is needed to enable reading of PIV (FIPS-201) cards using the AX-SSC controller and AC1 downstream devices within EcoStruxure Access Expert. Product Line EcoStruxure Access Expert Environment AX-SSC Cause Sites migrating from Continuum systems require a clear, step-by-step process to ensure PIV cards are properly enrolled and recognized in Access Expert. Resolution What is FASC-N? FASC-N stands for Federal Agency Smart Credential Number. It is a 25-byte (200-bit) identifier embedded in PIV cards, used to uniquely identify the cardholder across federal systems. It is composed of multiple fields, including: Agency Code System Code Credential Number Credential Series Credential Issue Person Identifier Organizational Category Organizational ID Person Org Association These fields are encoded using Packed Binary Coded Decimal (BCD) with odd parity, and together form a unique string used by access control systems to authenticate users. Understanding the FASC-N Structure In the Continuum Personnel object below, the fields highlighted are those that make up the FASC-N The PIV enrollment tool generates a character string when a card is presented. For example: 32013733334894141152472674132011 This string is composed of the following FASC-N fields: Field Value Agency Code 3201 System Code 3733 Credential Number 334894 Credential Series 1 Credential Issue 4 Person Identifier 1152472674 Organizational Category 1 Organizational ID 3201 Person Org Association 1 Note: If no enrollment tool is available, manually concatenate these fields in the order shown to create the FASC-N string. Configuration Steps 1. Card Format Setup Configure the card format in Access Expert as follows: Card Format Type: Standard Bit Length: 128 Large Encoded Card Number: ✅ Checked Convert 200 FASCN Bit to 128 Bit: ✅ Checked Card Number Starting Bit: 0 Card Number Bit Length: 128 2. AX-SSC Controller Configuration Ensure Enable Large Encoded Card Number is checked. Assign the card format created in Step 1 to the controller. 3. Person Object Configuration Navigate to Add Card Assignments. Paste the full FASC-N string into the Display Card Number field. This will auto-populate the Encoded Card Number field. Since the Encoded Card Number field is limited to 16 characters, truncate the string from the end until only 16 characters remain. Paste the full FASC-N string into the Hex Value field. ⚠️ Although labeled "Hex Value", enter the string as decimal digits. Save the Person object. Additional Notes Only the editors mentioned above require configuration for PIV card support. Editors such as Reader, Access Level, etc., do not need special configuration for PIV cards.

Issue A user wants to deploy the RTD-DI-16 module with a 3-wire PT100 sensor in an environment where temperatures drop below -50°C. The concern is whether the module can accurately read such low temperatures. Product Line Field Devices. EcoStruxure Building Operation, Environment Building Operation I/O Module 16 Ch RTD Cause The RTD-DI-16 module is designed to operate within a temperature measurement range of -50°C to +150°C. This limitation is defined in the product datasheet and reflects the module’s internal resolution and calibration capabilities. Temperatures below -50°C fall outside the supported range, which means: Resolution and accuracy are guaranteed only within this specified range. Values below -50°C will not be read and may result in inaccurate or undefined behavior. Resolution Do not use RTD-DI-16 for applications requiring measurements below -50°C. Consider alternative modules or solutions that support extended temperature ranges, such as those designed for cryogenic or ultra-low temperature environments. While the PT100 sensor itself may be capable of measuring lower temperatures, the RTD-DI-16 module cannot process those values accurately.

Issue Can the SHO2XA2A humidity sensor be safely exposed to hydrogen peroxide (H₂O₂) during decontamination procedures? Product Line Field Devices. Environment SHO2XA2A. Cause The SHO2XA2A, along with SHD2 and CP series humidity sensors, are not resistant to hydrogen peroxide. Exposure to H₂O₂ can degrade sensor components, leading to inaccurate readings or device failure. Resolution For environments requiring decontamination with hydrogen peroxide, use the SH5 or ST5 series instead. These models feature probes specifically designed to withstand H₂O₂ exposure.

Issue The IP rating for the ETD200-6 is not specified in the product documentation. Product Line Field Devices Environment ETD200-6. Cause Documentation does not include the enclosure's IP rating, leading to uncertainty during specification or installation. Resolution The enclosure of the ETD200-6 has an IP10 rating. Note: IP10 indicates limited protection against solid objects greater than 50 mm and no protection against liquids. This rating may affect installation environments where higher protection is required.

Issue The official documentation lacks clarity on how the EPU305LCD behaves in bi-directional mode, especially compared to unidirectional mode, and how reverse flow is interpreted. Product Line Field Devices. Environment EPU305LCD. Cause The confusion arises due to: Limited explanation in datasheets regarding how pressure differentials are calculated and displayed in bi-directional mode. Misinterpretation of analog output scaling, especially when switching between modes. Assumption that reverse flow is directly measured, whereas the sensor only calculates differential pressure between its ports. BMS misconfiguration, where systems expect unidirectional scaling and misinterpret negative values. Resolution Key Differences Between Modes Mode Display Range Behavior Unidirectional 0 to 50 Pa Only positive pressure differences are displayed. Bi-directional -50 to +50 Pa Displays both positive and negative pressure differences.   Note: The EPU305LCD does not directly measure reverse flow. It calculates the pressure differential between the positive and negative ports. Example Calculation Positive Port: 10 Pa Negative Port: 15 Pa Bi-directional Mode Result: -5 Pa Unidirectional Mode Result: 0 Pa (negative values are suppressed) Display Behavior When DIP switch 3 is enabled for bi-directional mode: Display shows “SEL -50” to indicate the selected range. Briefly shows “SET” when a new range is selected. Analog Output Ranges Configuration Analog Output Unidirectional Range Bi-directional Range 3-Wire 0–10 V / 0–5 V 0 to 50 Pa -50 to +50 Pa 2-Wire 4–20 mA 0 to 50 Pa -50 to +50 Pa   All ranges are configurable for either mode. Lower ranges are ideal for detecting small pressure differences. Higher ranges suit larger pressure measurements. Application Notes   Use bi-directional mode when monitoring both positive and negative pressure differentials is required. When switching modes, SCADA systems may show different readings due to scale changes—this is expected and normal.

Issue Confusion exists around which MicroNet controllers are supported in EcoStruxure Building Operation (EBO), especially during upgrades to EBO 7. The term “MicroNet” covers multiple product families with different protocols and support timelines. Product Line EcoStruxure Building Operation, TAC IA Series, Satchwell MicroNet Environment EcoStruxure Building Operation (EBO) MicroNet 2000 (NW8000) I/A MicroNet (MNL and MNB) Satchwell MicroNet Cause The term “MicroNet” can refer to multiple unique product ranges. In EBO documentation, MicroNet typically refers to Satchwell MicroNet, the European range of controllers using NCP, ARCnet, or LON protocol, which are not supported from EBO v4.0 onward. Other MicroNet families (MicroNet 2000 and I/A MicroNet) have different support histories. Resolution Refer to the table below for family types, lifecycle dates, and EBO support history: Family Protocol Introduced Withdrawn EBO Support History MicroNet 2000 (Barber Colman) MNet under ASD Late 1980s 2011 Supported up to EBO v3.2 Not supported in EBO 4.x–6.x Reintroduced in v7.0 I/A MicroNet – MNL Series LonWorks ~1998 2023 Supported in all SBO/EBO versions I/A MicroNet – MNB Series BACnet ~2003 2023 Supported in all SBO/EBO versions Satchwell MicroNet NCP / ARCnet / LON ~1998 2013 Supported up to EBO v3.2 Not supported from EBO v4.0 onward Additional Notes: MicroNet 2000 support was reintroduced in EBO 7 after being dropped in EBO 4–6. I/A MicroNet (MNL and MNB) support has never been removed from EBO. Satchwell MicroNet is unsupported from EBO v4 onward.

Issue When adjusting the Elevator Relay Time in the elevator reader, the option to save appears, but the setting does not persist. Product Line EcoStruxure Access Expert Environment Access Expert Hosted V3 Mercury MP1502 controller (version 08-2.4.0.653) OSDP Reader Cause The Access Expert Client has an issue with saving individual elevator relay time settings. Resolution Workaround: Navigate to Instance Settings and set the relay time globally. This applies the same relay time to all readers; individual reader settings cannot be saved until the underlying issue is resolved. Additional Notes: Client version: 25.9.26 Controller version: 08-2.4.0.653 A permanent fix will be provided in a future release.

Issue The NW8000 Optimal Start-Stop (OSS) block in EcoStruxure Building Operation (EBO) shows “Abnormal Input” status even when configuration appears correct. Bound parameters display valid values, but the object status remains abnormal. Product Line EcoStruxure Building Operation Environment Building Operation Server NW8000 OSS objects available for use outside NW8000 interface from EBO 2022 onward. Cause Incorrect Input Configuration: Both Heat Enable and Cool Enable inputs are set to ON (true) simultaneously, forcing conflicting modes. Missing Bindings: Required bindings to the Value and TimeToNextTransition properties of the digital schedule are not configured. Parameter Mismatch: Heat/Cool changeover temperatures and PreStart/PreStop tables must use correct values for the measurement system used (Fahrenheit/Celcius). Digital Schedule Misconfiguration: OSS relies on the TimeToNextTransition value from the referenced Digital Schedule. If the schedule has no events within the next 8 days, the schedule outputs a “maximum” value (millions of minutes until year 2106), causing OSS to enter Abnormal Input. Resolution Correct OSS Inputs: Set Heat Enable and Cool Enable to Null for normal operation. If forcing mode is required, only one input should be ON at a time. Both ON = Abnormal Input. Verify Bindings: Bind OSS block to: Digital Schedule → Value Digital Schedule → TimeToNextTransition Ensure schedule outputs correct ON/OFF states. Configure Digital Schedule Properly: Include an accurate weekly schedule and exceptions. Ensure at least one event exists within the next 8 days. Refer to: Adding a Weekly Event Adding a Date Exception Event Adding a Date Range Exception Event Adding a Calculated Exception Event Check Parameters: Heat/Cool changeover temps (OA values) must use correct values for the measurement system used (Fahrenheit/Celcius). PreStart/PreStop table range must match the measurement system used. Heat and Cool Enable Truth Table Heat Enable Cool Enable Actions EMPTY / NOT ACTIVE EMPTY / NOT ACTIVE Use Heat/Cool Changeover Temperatures OFF OFF No Heating or Cooling Pre-start or Pre-stop EMPTY / NOT ACTIVE OFF No Heating or Cooling Pre-start or Pre-stop OFF EMPTY / NOT ACTIVE No Heating or Cooling Pre-start or Pre-stop ON OFF / EMPTY / NOT ACTIVE Enable Heating for Start. Use Heat Start/Stop Tables OFF / EMPTY / NOT ACTIVE ON Enable Cooling for Start. Use Cool Start/Stop Tables ON ON Outputs set to ABNORMAL INPUT

Issue The following issues have been seen when attempting to add and generate SSL Certificates via Device Administrator. Servers appeared as "unknown” in the Device Administrator server list, even though the certificate state is shown as "OK”. (green tick) The Server Certificates option is greyed out. Selecting Server Certificates in Device Administrator (when available) displays an error: Unable to get certificates from the device. Reason: Failed to read property ~/System/Security Manager/Certificates/ActiveCertificate.  AttributeError: 'ConnectionRefusedError' object has no attribute 'library.' Product Line EcoStruxure Building Operation. Environment EcoStruxure Building Operation server  Building Operation Device Administrator  Certificates enabled; HTTPS required end-to-end Cause The issue occurs due to an HTTPS port mismatch: Servers were added in Device Administrator using port 443, but were actually communicating on a different HTTPS port (e.g., 445). This port change is typically made via the Communications tab in WorkStation and does not automatically update in Device Administrator. Device Administrator does not validate the HTTPS port during server addition because it uses SSH and admin credentials for initial connection. However, certain features (such as certificate management) require the correct HTTPS port to be configured.   Resolution From WorkStation check the Communication tab for all servers: Ensure HTTPS is enabled between all EBO servers when using certificates. Confirm the active HTTPS communications port configured on each server (e.g., 445) In Device Administrator On affected servers, remove and re-add them in Device Administrator using the correct HTTPS port. After re-adding, manage Server Certificates in Device Administrator as usual. See:  Certificates Managed using Device Administrator Certificates Managed Using WorkStation    Additional Note:  Changing communication ports impacts connectivity and certificate bindings. Before modifying ports, confirm firewall rules, service bindings, and any reverse proxies. Always perform changes during a maintenance window and ensure full backups are available.

Issue The command string referenced in AN-355 for Avigilon PTZ integration with Security Expert is unclear, leading to confusion about which command should be entered. Product Line EcoStruxure Security Expert Environment EcoStruxure Security Expert Avigilon VMS Cause AN-355 documentation states that a command string must be entered into Security Expert but does not specify the exact format or value, causing ambiguity during configuration. Resolution To configure PTZ commands for Avigilon integration in Security Expert: Navigate to Monitoring > Setup > PTZ Commands. Create a New PTZ Command. Under Configuration, select the target Camera. In the Command String field, enter the Preset number programmed in Avigilon. This number corresponds to the desired preset position that will be sent to the DVR. Example: If Avigilon has presets labeled 0, 1, 2, and 3, entering 0 in the Command String will move the camera to Preset 0.

Issue Clarification is needed on whether the IP address must be included in the SSL certificate for a SmartX server using self-signed certificates managed with Device Administrator, and what happens if the server’s IP address changes after certificate issuance. Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation server Building Operation Device Administrator  Cause When using self-signed SSL/TLS certificates managed with Device Administrator, client validation checks the Subject Alternative Name (SAN) entries in the server certificate. If clients connect by IP address, the SAN must include that IP. If clients connect by DNS hostname, the SAN must include the hostname. Certificates missing the identifier used by clients will fail validation. Additionally, self-signed certificates require clients to trust the issuing root certificate. Resolution Is the IP address mandatory in the SSL Certificate? No. It is not strictly required. Recommended: Include the DNS hostname (e.g., My_Server ) in the SAN. SSL Certificate dialog box Optional: Include the IP address if clients are known to connect using IP rather than hostname. Certificates with (left) and without (right)DNS set Why hostname is preferred: Hostname-based SAN entries are resilient to IP changes. As long as DNS resolves the hostname to the current IP, the certificate remains valid. What happens if the SmartX server’s IP address changes? If SAN only contains the old IP and clients connect via IP, TLS validation fails, and clients cannot connect. If SAN contains the DNS hostname and clients connect via hostname, the certificate remains valid after IP changes, provided DNS is updated. Self-signed consideration: Ensure all clients trust the self-signed root certificate. This requirement is independent of SAN content.

Issue Customer wants to configure external log storage using Microsoft SQL Server and use an alias instead of an IP address for the connection. Is alias supported? Product Line EcoStruxure Building Operation (EBO) Environment EcoStruxure Building Operation External Log Storage Cause The customer prefers using an alias for the SQL Server connection instead of an IP address or hostname. Alias configuration is typically managed in SQL Server Client Network Utility or SQL Server Configuration Manager. However, EBO does not have built-in support for SQL Server alias resolution. Resolution SQL Alias What it is: An alias is a client-side configuration in SQL Server Configuration Manager that maps a custom name to a specific SQL Server instance and port. How it works: Applications that support SQL Native Client can use the alias instead of the actual server name. EBO limitation: EBO does not use SQL Native Client for alias resolution. It expects a direct hostname or IP. Using an alias to connect to the MSSQL server is not supported in EcoStruxure Building Operation. To ensure proper connectivity: Use the server hostname or IP address in the external log storage configuration. Verify that the SQL Server instance is accessible via the chosen hostname/IP. Ensure firewall and network settings allow communication on the required SQL ports (default: TCP 1433).