Building Automation Knowledge Base

Issue Original company sold to new company Site License needs to be updated for install/upgrade.  Computer failure and no software/license information is available. Downloaded software and during install it requests a CD Key Product Line Andover Continuum, TAC INET Environment Site Licensing for install/upgrade Cause Changes in company or computer replacement/upgrade or downloaded software and it is requesting a CD Key Resolution I/NET: 1. Original company sold to new company and Site License needs to be updated for install/upgrade: for company naming changes, contact your sales representative who in turn will contact Product Support and request a transfer of information or upgrade/purchase. Once the information has been cross referenced for validity, either a new or replacement CD Key can be generated. Please include the following when requesting transfer: User Name Site Name Site Address Serial Number Version number Build number CD Key 2. Computer failure and no software/license information is available: Send email to Product Support with the following information: User Name Site Name Site Address Serial Number version number Build number CD Key 3. CD Key for licenses on purchase of software can be ordered by contacting Contact Customer Care. Link is available on the Contact tab of this web page. Customer Care offers pricing, order placement, changes, expedites, and order status. Check Licensing of I/NET with SITE and SEAT License with License Key for issues with CD Key and Licensing information. Continuum: since Continuum only has physical security key licensing, the license is owned by the holder of the key. If you hold the key, you own the license. There is no need to contact PSS for moves, changes, restructuring. If the security key's are lost or stolen, you will need to purchase new keys to replace them. Continuum Software Licensing is available with Release 2.0. 

Issue When starting up the Continuum Workstation an error "SmartHeap library out of memory" error is displayed and Continuum does not startup. Product Line Andover Continuum Environment Continuum Cyberstation Microsoft Windows Cause The PC memory allocated for Cyberstation to use is insufficient for the application and the site's configuration. There are three known items that can require more memory to be required on Workstation startup. EventNotifications. If a very large number of them. The Workstation reads all of them and may require more memory at startup. Workstation Programs. Check in the Workstation for many or large Programs. Objects in the Root of Continuum. The startup of WS can be very long with a large number of objects in the Root. Resolution Verify that the PC being used for the workstation meets the minimum requirements as defined in the Install.pdf document for the specific Cyberstation version being used. If other applications are to be run on the PC then the RAM size should be increased accordingly. If the system StandAlone (Single User) 1.81 or before then verify the database size is below 2Gb, For Version 1.82 and above it can not exceed 4Gb. Verify that you have sufficient available memory you have when seeing the error, using task manager. If the above checks confirm that the basic PC memory is sufficient then the following changes can be made to allow the Cyberstation application further resources, this is often required when a number of Plain English programs are running in a Workstation. Shut down Continuum and set the Virtual Memory size Initial to 2048 and Maximum to 4096. Using Regedit go to the registry key HKEY_CURRENT_USER\Software\Andover Controls\Continuum\Settings and increase the setting for omscachesize to 5000 decimal. For systems where the Workstation is known to have an extremely heavy workload, this number may be increased up to 9000 in decimals. If using the Elevator Control Module add-on, it may be necessary to set the size to 5000. Note: For new Continuum or WebClient Workstations, the omscachesize registry key is not created until after the Workstation has first logged in at least once. If you are adding a Workstation to an existing LAN installation with a large ContinuumDB, then the omscachesize may need to be increased right from the start. One way to do this is to: Create  a new "test" database, see Creating a test database for troubleshooting for more information. Connect this Workstation to that test database so that the correct registry keys are created Change the omscachesize value as described above Restart the PC Reconnect to the original production database and start-up Continuum.

Issue Is it possible to run TAC Vista 5.X.X in Windows XP compatibility mode (When TAC Vista Installed on Windows Vista, Windows 7, Server 2003/2008) Product Line TAC Vista Environment TAC Vista 5.X.X Windows XP Windows Vista Windows 7 Windows Server 2003/2008 Cause If TAC Vista 5.x.x is Installed on Windows 7, Windows Vista, or Windows Server 2003/2008, is it possible to run the Vista Workstation on Windows XP using Compatibility mode. Resolution TAC Vista has several other applications that work together with Vista. These applications do not support compatibility mode. Upgrade to Vista 5.1.4 or later which support Windows 7. If the operating system is a 64-bit version, upgrade to Vista 5.1.5 or later. For the compatibility matrix see Software and Firmware compatibility matrix for older versions of the traditional product lines.

Issue After successfully logged into Xenta Server web pages, java loading icon will be displayed as shown below. However, after a while it will automatically log the user out as shown below. Product Line Satchwell MicroNet, TAC INET, TAC Vista Environment Xenta Servers 5.1.6 (Xenta 511, Xenta 515, Xenta 527, Xenta 701, Xenta 711, Xenta 721, Xenta 731, Xenta 913) Java 1.6 update 29 Note: This behavior may happen on other Xenta Server versions with different Java versions. Please refer to the Cause section for the reason. Cause Vista may not support the newest Java versions. For Vista 5.1.6, the recommended Java version is Java 1.6 update 20. Please refer to Recommended Java version for TAC Vista 5 for recommended Java version details. Resolution Go to Start > Settings > Control Panel > Add or Remove Programs. Find Java application (in this example is Java(TM) 6 Update 29), and select “Remove”. Reload the Xenta Server webpage, will find the Java icon will not be displayed this time. Instead, “Download Java” request link will be displayed. Click on the link and download the supported version of Java. The issue should be solved after the recommended version of Java is installed.

Issue Installation cable requirements Product Line Andover Continuum Environment Continuum Cause Need to specify a cable type for a site Resolution Installation cables have to be chosen taking in to account the local regulations and legislation, the installation environment and the electrical requirements. The Continuum specifications give the electrical requirements. For this reason actual cable types, makes or Belden numbers can not be stated, only as helpful guidance as a cable that may meet the electrical requirements only. BACNET MSTP - See What cable type should be used for BACnet MS/TP communications?. INFINET - See What cable type should be used for Continuum Infinet bus communications. CARD READER - See the manufacturers requirements for the cables, also Maximum Cable Length Between ACX and Card reader. ANALOGUE and DIGITAL INPUTS - See the relevant Continuum specification eg. I/O Modules. See Andover Continuum IO System Reference (especially note screening and grounding requirements) I/O MODULE (RS-485 & LON) - See the relevant Continuum specification eg. I/O Modules See Andover Continuum IO System Reference For ETHERNET, LON, MODBUS RTU, OTHER THIRD PARTY BUS/NETWORK - See the relevant external documents

Issue Can not find Controller Web Server documentation on the web sites. Product Line Andover Continuum Environment Continuum Custom Web Server pages Infinity Web Server Cause Unable to find Continuum Web Server documentation. Resolution The attached Web Server chapter is extracted from a Plain English programming guide.  The Infinity Web Server User Guide is also relevant to Continuum. Also an example program can be seen in How to create custom web pages in the CX controller using Plain English.

  Issue How are Modbus 64-bit registers calculated in the Modbus limitations on an RP-C? Can both RS485 ports be used for Modbus on an RP-C? Product Line EcoStruxure Building Operation Environment SpaceLogic RP Controller series RP-C Modbus Cause EBO version 2023 introduced 64-bit register support in RP controllers. EBO Webhelp states that an RP-C has a maximum limit of 250 Modbus registers. It is unclear if a 64-bit register is counted as four 16-bit registers or just one register on the Modbus maximum count. The RP-C controller has two RS-485 ports, and it is unclear if both ports can be utilized for Modbus simultaneously. Resolution A 64-bit Modbus register is counted as one register in the Modbus maximum register count. The RP-C controller has two configurable RS-485 ports that can be used for: Sensor bus Room bus Modbus network As per EBO webhelp, the controller can host two networks, but only one network of each network type.

Issue What purpose does Scan Interval serve on the point? Product Line TAC INET Environment All versions of I/NET software. Cause Understanding the Scan Interval on I/NET Points. Resolution The Scan Interval determines the length of time that elapses between scans. The controller scans the point based on the value set here (1-255 secs) and then updates the state/value on the screen. Common Concerns for Choosing Scan Intervals. The Scan rate determines how often the point display is updated in either the controller summary or a graphics page. The fastest the page will update is based on the Monitor refresh interval set in the Host Configuration Editor. The Scan interval determines when the calculation on a point is run. This means if the point has a 10-second scan interval, the calculation will only be run every 10 seconds. It is advisable to only use calculations that do not require running faster than that, as it can waste system resources. If you have a situation where logic requires an immediate response, use DDC or an event sequence. The Scan interval is used to determine when an indirect point goes OLD.  It will go old if the indirect point requests data from the global point and does not receive it after two scans.  Global and indirect points should typically have higher scan rate values.   The Scan Interval does not affect how often a global point broadcasts data. This is determined by the broadcast change in the counts setting or by a change of value for a discrete point. Higher values are usually better when dealing with scan intervals. This prevents hunting in DDC and the accumulation of old data. Whenever one point references another, these points should have identical scan rates. Problems have been reported on systems where the receiving point scans faster than the sending point. When dealing with points that send or receive data from outside of the physical device, consideration should be made to ensure all points on a given LAN segment are not broadcasting at the same time. The ideal solution is to use prime numbers for scan intervals on this type of point. For more information on Global and Indirect Points, see I/NET Global and Indirect Points Overview and Recommendations  

Issue Operation of the "Speed Clock" facility. Environment Drayton DC1100 DC1400 DC1100/1400 Speed Clock Cause Information on the enabling/disabling of the "Speed Clock" function. Resolution The "Speed Clock"  function on the DC1100/1400 controller allows the user to test the controllers timed functions in a short period of time. It is enabled / disabled as follows; Rotate the controller rotary switch to "SET". Navigate through the menu structure to "System Menus / Alter Settings / Enter Password, and enter a password of 0402. Choose either to "Enable" or "Disable". Return the rotary switch to "Auto" to run the test.

Issue “Invalid certificate for https communication” alarm pops up after upgrading to EBO 4.0     Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation Cause "Invalid certificate settings for Server to Server communication" is set to enabled (Generate Alarm) by default for new installations/upgrades. This function was deliberately designed to alert existing installations that their sites might be subject to security-related issues, and necessary action needs to be taken. Resolution If users want to get rid of this alarm, they need to: Suppress the alarm by unchecking the “Generate alarm” under Security Settings/ Invalid certificate settings for server to server communication   Or Replace the server certificates with one that can be validated against a CA certificate.   Note: Please refer to the following web pages for more information. CA Certificate Management Security Settings – Control Panel  SSL Certificates 

Issue SoapEwsRestProvider serves data sourced from any EWS Server using the standard EWS SOAP protocol. The architecture for the SmartConnector REST Extensions integrates Swagger to provide a rich self-documenting API. Below errors indicate configuration issues. The User Name or Password were incorrect. "Message": "Authorization has been denied for this request. " "Message": "The HTTP request was forbidden with client authentication scheme 'Digest' " Product Line EcoStruxure Building Operation. Environment Building Operation Automation Server Building Operation Automation Server Premium Building Operation Automation Server Bundled Building Operation Enterprise Server Building Operation Enterprise Central Cause Smart Connecter or EBO Incorrect configuration. Resolution Make sure that SboEwsRestProvider is started and has a correct port that is not used by any other Smart Connector data provider or other application.   Make sure that EWS server address has the following format: HTTP: http://ipAddress:port/EcoStruxure/DataExchange HTTPS: https://ipAddress:port/EcoStruxure/DataExchange For ES/EC, check software administrator to make sure there is no port conflict: Software Administrator shows red outline (box) on the Communication Ports (HTTP / HTTPS) - Communities (se.com) In EBO, make sure EWS server is enabled: Enabling the EcoStruxure Web Service Server Check if username and password used for the SOAP provide has correct permissions and can be used to login to EBO server. If the user is not located in the default domain, make sure to add the domain name in the Username string, ex. "Domain/User". If HTTP protocol is used (not recommended), check the following: In EWS server configuration, make sure that "Enforce Secure Communication" to Disabled. In Security Manager, make sure that "Enable Incoming http communication" is enabled.

Issue The UNC and Enterprise server, as well as many other Schneider-Electric Buildings products, use a TIME protocol server to provide clock synchronization. The address of that Time Protocol Server no longer works. NOTE: The nist.gov sites will no longer be providing TIME protocol services over TCP port 37 as of March 1, 2013. Product Line Andover Continuum, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Schneider Electric Buildings products that rely on the use of TCP TIME protocol servers for time synchronization. This includes the I/A Series R2 UNC & ES and the I/A Series G3 ENC & ENS as well as other IP ethernet based products. Cause Many server sites are discontinuing support for the TCP TIME protocol because it is so bandwidth intensive. NOTE: The nist.gov sites will no longer be providing TIME protocol services over TCP port 37 as of March 1, 2013. The site http://tf.nist.gov/tf-cgi/servers.cgi lists most of the currently available TIME protocol servers as well as the status of the entire TIME protocol system. Resolution If the product supports the use of the NTP time sync protocol, switch to the use of that protocol. If the device only supports the TIME protocol, consult the web site http://tf.nist.gov/tf-cgi/servers.cgi for currently available sites.

Issue Version 2.0a Error getting Key Id appears at bottom of the Hasp Key Utility when an attempt is made to activate the Continuum license using the v2c file. Update failed: KeyIdNotFound Product Line Andover Continuum Environment Continuum Keyless Soft License Hasp Key Utility Sentinel HASP License Manager Cause A defect has been identified with Sentinel's HASP Runtime executable prior to release 6.56 which can in some cases cause the Hasp key Utility's Key ID number to change each time the host machine is rebooted. To determine if this is your issue run the following test: Launch the Hasp Key Utility executable in the Continuum program folder. Select Show Key Information. Note and record the Key ID #. Shut down the Hasp Key Utility and reboot the host machine. Relaunch the Hasp Key Utility and recheck the Key ID#. Resolution If the Key ID has changed following a reboot of the host machine, download the most recent version of the Continuum Software License Upgrade Utility from the Exchange Download Center.

Issue PIN on card reader keypad is not working and no access event is created. Environment All ACX and AC-1 products with doors configured to Validate PIN or with General Code selected, i.e., PIN only or card plus PIN.  ACX5740, ACX5720, CX9900 or CX9940 with AC-1, AC-1A, AC1-PLUS, ACX700, ACX781 Cause This situation can be the result of either cardholder error or can be due to incorrect keypad configuration. Resolution If the problem is due to cardholder error it is likely that the cardholder is forgetting to press the keypad # key after entering his/her PIN. The # key is what sends the PIN to the controller for validation. If the keypad is configured incorrectly it may not be sending the PIN correctly, even if the cardholder is pressing # after the PIN. This is because the keypad data needs to be sent as an 8-bit burst in order for the NetController or ACX to correctly interpret it. Some card reader/keypads can be reconfigured with a special configuration card from the manufacturer (such as HID iClass). Check with the manufacturer if you think the keypad data output configuration is incorrect. 

Issue When executing a Find New BACnet Device a third party controller (Alerton) would not come into the system. Product Line Andover Continuum Environment CyberStation BACnet Alerton Cause The third party device did not have a name assigned to it. Duplicate device id on the network. Resolution Check with third party vendor to determine how to assign a name to the device When devices from different vendors are used it is possible to have device id duplication which will prevent one or more of the devices to be found. If device id duplication is detected, Continuum will indicate the condition in the error log. To solve the problem you must change the device id of one of the devices so that they all have unique device ids. You can determine which devices are duplicating by running acctrace and a wireshark while doing a Find New Bacnet and then looking in the database for these objects. If you cannot interpret what is found in those traces, send them to PSS for analysis.

Issue Too much LON communications traffic can cause LON communications errors. Product Line TAC IA Series, EcoStruxure Building Operation Environment I/A Series MNL 800 Building Operation Automation Server Premium LON Network  I/A Series R2, AX, N4 Jace LON Network Cause Sending output LON SNVT values too frequently or more often than reasonably needed. Resolution There are a series of NCI (configuration) objects that control the transmission and reception of these data values on the LON network. One of four NCI objects (nciSndHeartBeatA, B, C, or D) is assigned to each NVO object in the application program. This value regulates the periodic LON transmission queuing of the NVO object values for each binding. One of four NCI  objects (nciRcvHeartBeatA, B, C, or D) is assigned to each NVI object in the application program. This value regulates the fallback timeout for each NVI object value. If a value is not received via the binding in this time period, the NVI object value will revert to its application-defined default value. In an MNL-800 controller, there are two additional NCI objects that are used to regulate the flow of data onto the LON network. The nciMinOutTime object is used to throttle the transmission of all data values queued to be sent via bindings over the LON network. This NCI object sets the transmission time interval between each NVO value being sent on the network. The important fact here is that the product of the number of bound NVO values times this interval (nciMinOutTime) must be LESS than the shortest nciSndHeartBeatX (X=A, B, C or D) interval. For example, if the Send HeartBeat is set to the default of 120 seconds and there are 60 NVO SNVTs bound from this controller, the nciMinOutTime must be set to a value of fewer than 2 seconds.  The recommendation for setting this SNVT value one half the shortest nciSntHrtBr divided by the number of NVO SNVTs bound from the controller.   The nciMinPropTm object is used to regulate the transmission queuing of changing bound NVO object values. This timer acts as a time-based filter to prevent a rapidly changing NVO value, such as a constantly changing temperature, from overwhelming the communication capacity of the LON network. Typically this value is set to a value of 1 to 5 seconds. Additional information can be found in Chapter 6 of the WorkPlace Tech Tool 4.0 Engineering Guide (F-27254). BACKGROUND: This section is provided to give the reader a basic understanding of bound LON communications, as applied to LON controllers in general. Data communications across a LON network is accomplished by using a LON Network management tool to create a binding between a device with a data source (NVO object) and one or more devices with data receivers (NVI objects) in other LON controllers. The device containing the data source will send the bound data value at a periodic rate, as defined by the associated SendHeartBeat NCI object, and whenever the value of that object changes. If the NVI object does not receive a value from the sender (bound NVO object) within a specified time period, as defined by the associated ReceiveHeartBeat NCI object, the NVI object will use a local fallback value until such time as it receives a new value via the binding.

Issue "Completion event failure" and/or "Waiting for unit to restart" errors are received when attempting to download a controller which has already been commissioned and contains an existing Menta application. Product Line TAC Vista Environment LNS Network Xenta Programmable controllers Xenta 280, 281, 282, 283, 300, 301, 302, 401, 401:B System Plug-in Cause The controller is busy responding to all other requests for communication and is not able to focus solely on the download. Resolution Before downloading, right-click on the controller and select Manage Set the node status to offline Download the controller Set the node status back to online. Alternatively, Before downloading, de-commission the unit. Select “Preserve neuron ID" to allow the plug-in to communicate with the controller and to avoid having to re-enter the ID or service pin. Download the controller Re-commission the device. This will prevent the controller from performing other communication while trying to receive the download and thus being unable to keep up.

Issue During installation of the Keeps software an exception is thrown in ExtentPlaceholderCreator. Environment Keeps On Premise Cause Microsoft SQL Server issue. Problem has been seen with MS SQL SERVER EXPRESS 2012 SP3 Resolution Edit the 'c:\Websites\Feenics\'web.config' file and insert the text below at the exact location shown in the screen shot below. --INSERT THIS TEXT <dependentAssembly> <assemblyIdentity name="Microsoft.SqlServer.Types" publicKeyToken="89845dcd8080cc91" /> <bindingRedirect oldVersion="1.0.0.0-11.0.0.0" newVersion="10.0.0.0" /> </dependentAssembly> --END OF INSERT TEXT                                                    

Issue I/A Series MNL-VAV controller continues to display a small air flow value (CFM or L/S) even when airflow is not present (zero flow conditions). This condition is typically seen as small CFM readings on graphics screens when air is not present (AHU off condition). Product Line TAC IA Series Environment MNL-V1RV3-2, MNL-V2RV3-2, or MNL-V3RV3 Cause The I/A Series MNL-V1, V2, V3 and controller platforms were recently redesigned to incorporate the latest Echelon FT 5000 Neuron Smart transceiver. With no air flow, when the fan system is not running, minor fluctuations in duct pressure could result in false air flow readings from the MNL-V1RV3-2, MNL-V2RV3-2, and MNL-V3RV3. Resolution Use the MNL Firmware Updater Utility to update the MNL-V1RV3-2, MNL-V2RV3-2, or MNL-V3RV3 controller firmware to version 4.3B5. A velocity pressure reading below 0.005 in. WC (1.25 Pa) will be processed within the controller as no or zero flow. Controllers within these date code ranges should be updated with the utility detailed below. MNL-V1 and MNL-V3 starting with date codes of 1208 MNL-V2 starting with date codes of 1212 Note: The MNL VAV control range of 0.05 to 2.00 in. WC (12.5 to 498.2 Pa) is not affected. When air flow control below 0.05 in. WC is required, the I/A Series MNB VAV controllers, with a control range of 0.004 to 1.5 in. WC (1.0 to 373.6 Pa), should be used. MNL Firmware Updater Utility The MNL Firmware Updater 4_3B5.zip can be downloaded from The Exchange Download Center. The zip file contains these instructions and the “MNL Updater Setup.exe”. Executing “MNL Updater Setup.exe” will place the latest firmware into C:\Program Files\Schneider Electric\MNL Firmware Updater\bin and add the installer to the Start Menu item under Schneider Electric. MNL-V1RV3-2, MNL-V2RV3-2, and MNL-V3RV3 controller firmware version 4.3B5 MNL-5 controller firmware version 4.3A5 If the MNL Firmware Updater had previously been installed, the MNL-V1RV3.NDL, MNL-V2RV3.NDL, and MNL-V3RV3.NDL files located in "C:\Program Files\Schneider Electric\MNL Firmware Updater\bin" will be replaced.

Issue Fluctuating temperature readings where they jump up to +327 randomly. Product Line Andover Continuum Environment Continuum controllers i2866-V Cause Readings like that are usually caused by wiring or power issues. There was also a Firmware fault that caused this in an old version of the i2866-V Firmware. Resolution Confirm the following wiring considerations:   That your input and output cables shield is wired to Earth ground at one end of the run only (preferably the controller chassis). That your controllers power supply is earthed on the secondary side of the 24vac transformer to ensure a proper controller ground to Earth. Confirm that the power supply is not being shared with any field devices, especially field devices feeding inputs back into the controller. One way to troubleshoot if it is a cabling or controller problem is to replace the sensor cable with a 10K ohm resistor. See Temperature inputs not reading the correct value for details. Also, in i2866-V controllers with firmware versions less than v3.501049, temperature inputs could randomly go to +327 when Analog Outputs were changing value frequently. Uprev your controller. See TPA-BOST-09-0007.00 for details.