Building Automation Knowledge Base

Issue Attempting to update the System Identifier to align with the newly created ID in the EBO system, is causing a 'Duplicate BMS System Data Source' error. Product Line EcoStruxure Building Advisor Environment Building Advisor Cause A duplicate ID has been identified in Building Advisor. This may correspond to an older system ID or one from a different site.   Resolution The error indicates the site where the duplicate ID is found, which usually corresponds to the site you are attempting to update. - Go to the admin menu, select the site, then choose 'Clear' on the BMS System and click 'Save'. - Click the pencil icon to add or edit the BMS System. Enter the new ID and then click 'Save'.    

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 Validation of SSL Certificate does not work Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Space-Logic Server (AS-X) Cause Cloud Connectivity makes use of the Baltimore CyberTrust Root Certificate for communication to the cloud, and often this certificate is not updated due to lack of maintenance routines on the Windows Server. Resolution Run Windows Update: On the server running the ES/EC, run Windows Update and make sure the Operating System is updated to the latest maintenance version available. Manually update certificate:  On the server running the ES/EC, go to https://curl.se/docs/caextract.html using a web browser and follow the instructions to download a collection of the most commonly used certificates on the web that are up to date. Click on the start-menu, type in ”certmgr” and press enter. Navigate to Trusted Root Certification Authorities/Certificates Under Trusted Root Certification Authorities, right-click the Certificates folder and select ”All Tasks > Import…” Follow the guide, click ”Next” and then locate the file you downloaded in Step 2a (make sure you filter to All Files). Click ”Next” on all steps and then click ”Finish”.

Issue Why do the Architectural Guidelines specify a maximum of 1500 Extended Trend Logs in Automation Servers, whereas such a limitation did not exist with the Continuum Net Controllers, like the NetController II.   Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Premium Building Operation Automation Server Bundled Cause EcoStruxure Building Operation's architectural guidelines specify a limit of 1500 Extended Trend Logs for the Automation Servers (AS-P/AS-B). Sites transitioning from Andover Continuum to EcoStruxure Building Operation need to understand the architectural differences that necessitate this limit. Resolution The architectural differences between Continuum and EcoStruxure Building Operation means that it is crucial that Extended Trend Logs are managed effectively to ensure ensuring optimal system performance.   In Continuum: Controller Role: Controllers do not participate in Extended Trend Log functionality beyond sending data from intrinsic logs upon request from Cyberstations. Log Management: Extended Trend Logs reside at and are managed by Cyberstations. Load Distribution: Multiple Cyberstations, configured to collaborate, maintain the Extended Trend Logs, minimizing the load on controllers.     This design puts very little load on the controllers when it comes to Extended Trend Log functionality.   In EcoStruxure Building Operation: Distributed Database Architecture: Extended Trend Logs are managed by the AS-P/AS-B servers. Server Load: The server performs tasks typically handled by multiple Cyberstations in Continuum, which often run on more powerful PC hardware. Performance Management: To prevent Extended Trend Log servicing from overwhelming the Automation Server's resources (CPU, memory), a limit of 1500 logs is enforced. Exceeding this limit can degrade server performance and potentially cause reboots due to critical memory usage.  This can be seen in the following example trace log entry: Nov 30 15:39:58 PSS-AS02 memcritsv[1011]: Memory usage critical!    

  Issue EcoStruxure Building Activate Flex Server doesn't pass the GSM Signal Strength test.   Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause The Flex Server must achieve a GSM Signal Strength greater than 14 to pass the test. If the signal strength is less than 14, the test will fail.   Resolution Below are the troubleshooting steps which should be checked/followed: Ensure the Gateway is located in an area with good network coverage. If possible, reposition the Gateway to improve signal strength. Verify that the APN settings for the SIM card in the Device Management Dashboard are correct. Change the network carrier and reconfigure the APN again

Issue There is a need to identify the Ports, URLs and Static IPs which must be open through customer's firewall for EcoStruxure Building Activate Flex Server and Partner Portal Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause Ports, URLs and Static IPs list needed to create firewall exceptions for EcoStruxure Building Activate Flex Server and Partner Portal in order to keep them functioning correctly. Resolution Below are the list of ports, URLs and static IPs that must be open through a site's firewall/network: URL Port Protocol Usage https://sentry.zenatix.com 443 TCP Allows the gateway to upload error logs and diagnostics. https://router.zenatix.com 443 TCP Allows the gateway to download Linux & Python updates from the Zenatix Server. Regularly polls the Zenatix Server to check internet connectivity. https://timesync.zenatix.com 9090 TCP Time server allows the gateway system & gateway clock to remain synchronized with Zenatix Server. https://gitlab.zenatix.com 443 TCP Used for troubleshooting to update the gateway codebase from the Zenatix Server. https://telemetry.zenatix.com 443 TCP Used for sending IoT device data and gateway health data to the Zenatix Server. https://emgx.zenatix.com 8883 TCP Used for communication between gateways and Zenatix cloud services for getting configuration or alarms from Zenatix Server to gateway and vice versa. 54.169.200.193 1194 UDP Allows Zenatix to remotely access and do API calls to the gateway through OpenVPN. https://mender.zenatix.com 443 TCP Used to download firmware updates to gateway from Zenatix Server.  

Issue EcoStruxure Building Activate Flex Server fails the Wi-Fi Signal Strength test.   Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause If the Flex Server Gateway is configured on Wi-Fi, it must achieve a RSSI value greater than -75 or value does not go below -80 more than 3 times. If these conditions are not met, Gateway will fail the test.   Resolution Below steps should be checked/followed to check the issue: Check Network Type: Ignore this issue if gateway is using a GSM network Verify Wi-Fi Receiver: Ensure the Wi-fi receiver is properly inserted into the USB port of the gateway Optimize Placement: Make sure the Gateway is near or in line of sight with the router to improve signal strength. Restart Router: Restart the router and check with your network provider for any issues.

Issue Are stainless steel pockets suitable for use in seawater/saltwater applications? Product Line Field Devices. Environment STR Sensor. Cause Customer asking if stainless steel pockets are suitable for use in seawater/saltwater applications. Please note that the answer would need to cover both static (stationary) water and flowing water in the pipe, because seawater/saltwater has different effects on metals depending on whether it is moving or not. Resolution Highest corrosion class is Class III for stainless steel, which seems not suitable for intended application.   ISO 12944 Impact Interior Exterior C1 Very low Heated buildings with clean air, such as offices, shops, schools, hotels, etc. None C2 Low Buildings not heated, where condensation may occur, such as warehouses and sports halls. Atmosphere with low pollution. For example in the country. C3 Middle Buildings for production with high atmospheric humidity and some air pollution such as food manufacturers, breweries, dairies and laundries. Urban and industrial areas, moderate sulphur dioxide pollution. Coastal areas with low salt content. C4 High Chemical manufacturers, swimming baths and ship- and boatyards by the sea. Industrial areas and coastal areas with moderate salt impact. C5-I Very high - Industry Buildings or areas with almost permanent condensation and with high pollution. Industrial areas with high humidity and aggressive atmosphere. C5-M Very high Buildings or areas with almost permanent condensation and with high pollution. Industrial areas with high humidity and aggressive atmosphere.  

Issue Building Commission (EBC) self closes at Login screen in Windows. It seems to be after application is unused for an extended period of time. Product Line EcoStruxure Building Operation Environment Building Commission Tool Cause There is a fault in Microsoft.ui.xaml.dll as observed in the Windows Event Viewer. Resolution Uninstall the application via Windows Add or Remove Programs Reinstall the application via the Microsoft Store Open this link in a browser Building Commission - Free download and install on Windows | Microsoft Store Click Open in Store App button in upper right by sign-in

  Issue There are issues for Flex Server to synchronize time with the Real Time Clock (RTC). Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause The RTC parameter fails the synchronization test.  Resolution Check the voltage of the coin cell using a multimeter. If the voltage is less than 3.3V, replace the coin cell. If the voltage is equal to or greater than 3.3V and the test still fails, report the issue to technical support.

  Issue How to program the function buttons in Esmi Fire Panel Product Line ESMI Fire Detection Environment FFSULH1001. FFSULH1002. FFSULH1003. FFSULH1005. Cause Customer wants the specific buttons for specific actions. Resolution Up to 24 customer specific, on-screen function buttons may be configured to provide control, disablement and engineering functions. The function buttons can be configured to be either available or hidden for each log-in profile. The following procedure describes how to: Set function button attributes/properties. Allocate function buttons to user groups.  Create password specific user accounts for inclusion within a nominated user group. Setting attributes Function buttons (inputs) may be set to operate by association to output devices with the same properties e.g. a security input will activate any device that has security ticked as part its output properties, or as part of a cause-and-effect rule where the function button is the “Cause”.   With Loop Explorer open, select the Configure menu button and select System Manager to open the function button configuration page. Select the 'Details' button to open the properties section of the function button that you wish to configure. Note: Input Properties The properties page allows the user to configure the input action and associated messages, to set individual colours and either to work as a latched (cleared on user interface reset) or toggled action (press function button to operate and again to turn off). Mapping to zones is optional, and the location text is the name given to the function button when completed. Feature Groups There are 4 default user groups that can be configured with specific permissions for different users.     When configured, the function buttons will be included as selectable options in each of the feature groups. It should be noted that if a function button is allocated to the Logged-out group, then it will be present alongside the User Options button when all other user groups have been logged out. Note that at this level then the user options are limited to system information and basic panel tests such as display colour and LED function. Function buttons allocated to User level 2 and 3 may be accessed using the default login codes. If users are to be allocated unique numerical codes, then it would be advisable to change the panel default level 2 and/or 3 codes where required.

Warning Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. 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 Data cannot be seen on Partner Portal for RS485 devices. Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause Data for the Modbus devices can be seen on third-party tools like Modscan but not on the Partner Portal. Resolution Follow the steps below if the Flex Server RS485 port is not sending any data: Ensure connections are made according to the installation instructions. Verify the correct port is configured. Double-check that the connections are not reversed. Inspect for any loose wires. Confirm the Modbus/BACnet ID is correct. Verify the baud rate configured for the end device. Check for any loose wire strands shorting on the bus or to the ground. Ensure no Modbus device is connected to the BACnet bus, or vice-versa. Confirm the number of devices in the loop matches the specifications in the installation instructions. Check if the loading of devices causes significant changes in resistance. Do not connect more than two resistors on a single bus. Ensure cables used are as per the specifications in the installation instructions.

Issue How are user profiles (accounts) configured in Esmi Ultima Fire Panels? Product Line ESMI Fire Detection. Environment FFSULH1001. FFSULH1002. FFSULH1003. FFSULH1005. Cause Access levels allow permissions to be assigned to different user types. Resolution User Accounts Maximum Accounts: Up to 63 user accounts can be created. Permissions: Access group or singular permissions as set out within each user group. Profile Configuration User Levels: The example above shows User Level 2 in Group 1. Group numbers increase as more groups are added. Session Timeout: Range from 1 to 255 seconds for the function button availability after login. Function Buttons: Selected according to users who need access to the group. Panel Permissions: Additional permissions can be set in the User Menu Options section. Event Log: Records individual user activity. User Profile Example Username: Up to 20 characters. Passcode: Should contain 5 or 6 numerical characters. User Level: Mike Allerton is the 4th user, placed in User Level 3. User options Panel Control Interface: User activates the interface and enters their passcode to unlock screen and panel permissions. Function Option Button: Provides access to the buttons as described earlier.

  Issue While performing the verification tests, an error is displayed: 'error: There is no change in the configurations' as shown below:   Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Partner Portal Cause This error occurs under the following conditions: The user made changes in the Partner Portal but later reverted to the original settings/configuration, assuming there should be some changes, and then started the verification tests again. The user chose to perform the test and verification process once post-submission, resulting in this error message. Resolution When the verification process is initiated, it goes through four checkpoints. The user can safely ignore this error message and proceed with the tests directly. Clicking on the 'Load Mapping' button will remove this error message.

Issue Cannot activate a license on an Automation Server although the entitlement works on other Automation Servers. The Device Administrator output is similar to the following:   Activate failed: ASEmbeddedAPI internal error: Binary response does not contain feature information Error status information: FNO server response: =V(BACK_OFFICE%DEBACK_OFFICE+]\fK%MDEVICEID|0}~;DEVICEID/jlSk\}K qq7!vi%DCH'~A%05pQWN]G|3^Jk+yaz_Kx/:Dy&w F7BWWN#`Ex|6S.d<Y^nV~@?*C.D0])"KO?[pS#GH|aMe+i|@4's9kNE\7gfocfVbRf$1VuH>sdp_JN6%4B.n|Zm$]wi9M|F8#Hrw~/L4%XU<?8o="P1S$uW6Fu5vAsAz|l>8.@XA|.'[v_ekh_P}c7 Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Premium (AS-P) Building Operation Automation Server Bundled (AS-B) Building Operation Automation Server (AS) Cause When an Automation Server fails in the field an RMA (Return Material Authorization) request is made, and the license is returned for re-use in the replacement Automation Server. Once this occurs the serial number of the faulty Automation Server is blacklisted to ensure that it cannot be licensed and reused. Resolution If the device was mistakenly added to the blacklist please supply the Automation Server serial number to Support. If an RMA number does not exist in the licensing system for this Automation Server, the support team can make a request to have the server removed from the blacklist.

Issue How to collect log files from the Project Configuration tool 2.0. Product Line EcoStruxure Building Operation Environment Project Configuration Tool Cause When contacting Product Support about issues with the PCT, log files should be provided. Resolution Collect log files through the Web interface on both Windows and Ubuntu installations: Logon to PCT server, Click Diagnostic  Click Collect logs Log starts collecting. After the log collection process is complete, the file will either be saved to the browser's default download location or a window will pop up asking where to save the ZIP file. Select the desired location then click Save   Log collector tool for PCT for Ubuntu: If the PCT web interface is unavailable, you can use the Log Collector tool to gather log files. This tool is included with the PCT installation on Ubuntu, eg. pct-2.1.1.8-log-collector-ubuntu. Give the file proper permission to be able to run as an executable either using chmod command:  chmod +x pct-2.1.1.8-log-collector-ubuntu​ or via file properties, as shown in below screenshot: Run the log collector tool. ./pct-2.1.1.8-log-collector-ubuntu​ A zip file containing the required log files will be saved in the same folder where the log collector tool is located.

  Issue How can I troubleshoot communication issues between SEAL app and EBO server? Does the SEAL app provide a detailed log for troubleshooting communication issues between the app and the EBO server? Product Line EcoStruxure Building Operation Environment Building Operation Automation Server Building Operation Enterprise Server Ecostruxure SEAL Cause When troubleshooting SEAL communications issues to an EBO server, it may be helpful to get deeper information about the communication between the server and the SEAL application. To do this the following lines can be added to the appsettings.json application settings file as described below in the resolution Resolution Browse to C:\Program Files\Schneider Electric\SEAL Open the file appsettings.json. Depending on your user rights, you may need to copy and edit this file in another folder Go to line 26. After the closing brace }, enter a comma ,  Paste the following: "Serilog": { "Using": [ "Serilog.Sinks.File" ], "MinimumLevel": { "Default": "Information", "Override": { "Microsoft": "Warning", "Microsoft.Hosting.Lifetime": "Information", "SE.SEAL": "Debug", "SE.SEAL.Web.Auth": "Verbose" } }, "WriteTo": [ { "Name": "File", "Args": { "path": "%LOCALAPPDATA%/SEAL/logs/SEAL.txt", "rollingInterval": "Day", "shared": true } } ], "Enrich": [ "FromLogContext" ] }   Save the file. Try logging into the SEAL app and connecting to the EBO server Save the log found under: %LOCALAPPDATA%/SEAL/logs/SEAL.txt Restore the appsettings.json file to its original state.   Attached to this article is a ready-made file for use. Move the original file to another folder Place the attached file in C:\Program Files\Schneider Electric\SEAL After saving the logs, delete the attached file Move the original file back to its original location   In addition to this, it is always recommended to take an event view - Application log

Issue Removal of the Mobile Profile in N4.15 Product Line TAC IA Series. Environment I/A Series N4.15 Jace I/A Series N4.15 Enterprise Server Cause The Niagara Mobile Profile has been removed from Niagara 4.15 Resolution Since the Niagara Mobile APIs were deprecated and replacements provided in N4.6,  Niagara Mobile has been removed in N4.15. The standard HTML5 Hx Profile is mobile friendly and users configured with the BDefaultMobileWebProfile will automatically be switched to the HTML5 Hx Profile. When you start up a N4.14 station in a N4.15 environment for the first time and it was configured for using the mobile profile, you should see this warning:   "WARNING [14:06:11 22-May-24 EDT] [web] Support for the "Default Mobile Web Profile" has been removed. Users with this profile have been switched to the "Html5 Hx Profile".

  Issue Identifying a potential power supply/source failure to the Flex Server for a specific time period.  Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause The Flex Server went offline for some time and then came back online again. There is a need to identify if this happened due to a power source failure to Gateway.  Resolution Login to the Partner Portal and select the customer from the settings icon in the top right corner. Navigate to the Controller section in the left pane and select the particular Gateway from the dropdown. Navigate to 'Plots' tab and select 'PowerSource' Gateway stream under 'MSP430'. The 'PowerSource' stream value should always be equal to '1' as shown above. If this indicates '0' at any time, this suggests a potential loss of power supply to the Gateway.

Warning Hazard of Electric Shock: Remove all power from all devices before removing any covers or doors of the system. Disconnect power at the device and at the power source. Electrostatic Discharge Required: Always discharge static electricity from your person by touching metal prior to handling any hardware. Failure to do so may result in damage to devices. Caution While removing gateway cover: Open the gateway screws and delicately remove the top cover. Take extra care during this step, as the top cover is connected to the antenna cable via a thin wire. After opening the top cover, you will be able to see the top view of the board, please insert the active SIM card in the designated slot. Once the Sim Card is properly inserted, fix the screws back and ensure that the 4G&Wi-Fi Antenna is attached properly. If the antenna cable remains disconnected from the board, then the GSM will not work. Issue SIM card not being detected and internet is not connecting automatically when SIM card is inserted inside the Gateway.   Product Line EcoStruxure Building Activate Environment EcoStruxure Building Activate Flex Server EcoStruxure Building Activate Partner Portal Cause Some network service providers have a username, password and SIM PIN set by default when they issue the SIM to the customer. If the Gateway is using the SIM for internet, it requires any username, password and SIM PIN to be disabled before inserting the SIM inside the Gateway.  Resolution Contact the Network service provider directly to disable the username and password. The Network service provider can disable the username and password from the backend. For disabling the SIM PIN follow the below procedure: Steps to follow to unlock SIM PIN An example YouTube video on the steps detailed below can be seen at: How to unlock your SIM Card Upon receiving the SIM kit (note down the PUK number and also note down the SIM PIN if available) Insert the SIM card to a Mobile device/cellular device Type in the SIM PIN from the Step 1 and Unlock the SIM Navigate to the settings page – Network section - SIM settings - SIM PIN - Disable the SIM PIN option SIM CARD SETTINGS           SIM PIN DISABLED Reconfirm if the SIM PIN is disabled by reinserting the SIM from the SIM tray and check if it asks for PIN. If the SIM PIN is successfully disabled, it will not ask for SIM PIN at startup. If it still asks, repeat Step 4. Insert the SIM inside the Gateway SIM Slot and check for network connectivity and that the gateway goes online. After inserting the SIM card properly, power up the gateway and allow the gateway to boot up. This process may take up to 5 minutes. Once completed, the device should come online and can be provisioned through a partner portal   In case the SIM PIN is unavailable An example YouTube video on the steps detailed below can be seen at: How to Unlock Sim Card / Sim locked by Pin Code or PUK Code  Insert the SIM card into a Mobile device/cellular device Type in incorrect PIN more than 4 times till it asks to enter PUK code. Contact the Network Service Provider and perform the verification and obtain the PUK Code for the SIM from the Network provider directly Type the PUK code into the mobile device in the PUK code page Navigate to the Network settings - SIM PIN - Set a SIM PIN inside the settings Use this SIM PIN to Disable the SIM PIN lock. Reconfirm that the SIM PIN is disabled by reinserting the SIM from the SIM tray and check that it does not request a PIN.

Issue This issue is described in Tridium's internal case NCCB-71360. Users will notice that the default Nrio Device Manager view (Ux/web media) of the NrioNetwork driver in N4.14 looks identical to the previously existing workbench AX view; however, due to this defect, devices discovered and added through the web view will not function as expected.  Product Line TAC IA Series Environment I/A Series N4 Jace 9000 I/A Series N4.14 Framework Version Cause With the release of the Jace 9000, users may notice that the IO-R-16 and IO-R-34 devices will not function properly when discovery and configuration are performed through the web views. Resolution To tell if the device was added through the correct view, there are a few indicators. Malfunctioning devices will not show up with an Installed Version or a Sec version in either view: Working devices will display these values with no issue in either view: The malfunctioning devices' health section will read 'fail' even with a status of ok: Users in N4.14 should only use the Workbench AX Nrio Device Manager view to discover and add devices to a station. This use case is currently not supported in the browser for N4.14. All other use cases function in the UX Web Views, such as viewing devices, adding points, and commanding points.