Building Automation Knowledge Base

Issue Clicking a graphic page link fails to open any graphic page, but when opening the path using the System Tree of the server that contains the graphic page, successfully allows the link to open the graphic page. When opening the same page using WebStation, the graphic pages all open successfully. Product Line EcoStruxure Building Operation Environment Building Operation WorkStation 1.9.x or below. Cause Typically having 'dead links' or unresolved binds in any graphic page is the reason for the issue. WorkStation pre-loads all objects of the references to the graphics. This call (CSP GetObjects) fails since (at least) one path of the objects points to a server that does not exist. Unfortunately the protocol can't return the objects that do exist and WorkStation then marks all these objects as non-existent and fails to open the respective binding. This operation cannot be corrected in this version of WorkStation and requires an upgrade to 2.x or above to correct this. Resolution Two options are available Correct/remove all link bindings that are shown with unresolved references to invalid server paths. Example showing an Unresolved Binding Upgrading to Building Operation 2.0 or higher will also resolve this issue.

Issue Experiencing issues with I/O modules that may include: Backplane failure causing modules to assume wrong module ID Input filtering problems on RTD modules Stability due to electrical noise Product Line EcoStruxure Building Operation Environment EcoStruxure Building Operation StruxureWare Building Operation Automation Server I/O Modules Cause The latest I/O module firmware version will correct known issues while also ensuring that the system is up to date and compliant. Resolution The latest I/O module firmware can be located on the Exchange by searching for I/O Module firmware. Each firmware download zip file will contain a ReadMe file that explains what was corrected in that version.  Refer to Upgrading SmartStruxure IO Module Firmware for the procedure to upgrade the I/O module firmware. 

Issue Seeing 0x00001427 Bad RTC chip errors in controller error log along with controller warm start errors. Controller error log contains entries similar to below.    01/01/1989 00:01:10.33 0x00001427       0x04070400       0x02028922       0x00000001       0x0000000                 HardwareErr__ Bad RTC chip 04/16/2011 09:47:24.93 0x00030000       0x00216500       0x00105c62       0x00000000       0x00000000                Warm start 01/01/1989 00:00:00.94 0x00001427       0x00201900       0x0011edba      0x00000001       0x00000000                 HardwareErr__ Bad RTC chip Environment Continuum Controllers Cause The error is a time related error but may not indicate that there is a physical problem with the controllers Real Time Clock (RTC). This can be due to an issue occuring on startup of a controller where there may be requests for time from COV updates. If that request comes in prior to the RTC clock coming up, it can post this error. The COV code will post this error and then try again later.  Resolution If this error occurs after a restart of the controller then this is more than likely a benign error and can be ignored. However, if it occurs when the controller hasn’t just restarted then it could be an actual fault with the RTC chip and may need to be returned for repair.

Issue Browsing between different records in the Security Expert Client is slow. It takes a longer than normal amount of time to see records update. Product Line EcoStruxure Security Expert Environment Security Expert Client Cause There are a large number of unacknowledged alarms being stored in the SecurityExpertEvents database. When the Security Expert Client starts up it will process all of these unacknowledged alarms which can impact browsing the database. Resolution To resolve the immediate problem: 1. Reduce the size of the SecurityExpertEvents database by reducing the overall number of events that will be stored. Setting up automatic event purging and backup helps keep this in check. Under Global | Global Settings | General change the Purge Events older than from the default setting of "Never" to another value from the drop down menu. To backup these events before being purged, ensure the Generate Differential Events Backup option is checked. This is the default setting. 2. If there are more alarms to be acknowledged than can be done manually then contact Product Support mentioning this Knowledge Base Article. Remote access to the site and SQL Server will be required.   To minimize this from happening again: 1. Reduce the amount of events that are setup as alarms. Remove any alarms that are setup for All Events and review any configured alarms to ensure those events are required to be generating alarms. Double check all Inputs and Trouble Inputs to see if they have the Log to Event Buffer option enabled. Not all inputs will require this for normal operation and in some cases having this enabled can result in a large number of unwanted events being logged. This, in addition to an alarm setup to monitor the All Events event filter, is a recipe for disaster resulting in a large number of alarms being generated in a short amount of time. 2. Ensure that a large number of unacknowledged alarms are not allowed to build up over time. Alarms are not able to automatically acknowledged and will stay in the active alarms list until an operator acknowledges them. Operators need to acknowledge alarms on a regular basis. Note that it is possible to batch acknowledge blocks of alarms at one time in the Security Expert Client by doing a multiple selection then right-click acknowledge alarm. Note: If your system has already built up a large number of unacknowledged alarms and you want to quickly acknowledge them all at once to get back to a manageable starting point, then please raise a Support Case with your local Customer Care Centre and Product Support can assist in doing this with a 'one time' SQL Query direct to the Security Expert Database.

Issue I/A Series Micronet LON controllers (MNL) SNVTs list Product Line TAC IA Series Environment I/A Series Micronet LON (MNL) controllers Cause The SNVTs available in an I/A Series MNL controller are not listed on the datasheets.  Resolution The SNVTs list for various MNL controllers' LonMark profiles can be found in the WorkPlace Tech 4.0 Engineering Guide appendix B. 

Issue An "Internal Server Error 500" message appears when attempting to access a Niagara G3 ENC station via a web browser. Environment Niagara G3 ENC station Web browser Cause Typically, this issue is caused by the Module Content Filter Level in the ENC being set to "RUNTIME". In order for an ENC to host Web Services, the ENC needs to have the Module Content Filter Level set to "UI+RUNTIME". Resolution Use the Commissioning Wizard in the Platform Administration section of the ENC's Platform to set the Module Content Filter Level to "UI+RUNTIME". In some cases, the error message persists even after re-commissioning per the above instructions. To correct this problem, go to the Software Manager in the ENC's Platform, highlight all the modules that are marked "Up To Date", and re-install them.

Issue This video details some of the troubleshooting and diagnostics tools available in the Macrovision/Flexnet License Server LMTools. Product Line TAC Vista Environment LMTools Cause See below for a video tutorial of LMtools diagnostic utility overview.   Resolution

Issue How to find out the Continuum serial number if it cannot be seen on the key or software licensing is used? Environment Cyberstation Security Key, Dongle Software licensing Cause When upgrading features or version on a Continuum system the Serial Number is required by Order Entry / the factory to process the upgrade and generate the upgrade file. If using software licensing or the number is not on the workstation key, it can still be found using a separate application. Resolution Run the application "CyberKeyWriter2.exe" that can be found in the Program files \ Continuum directory on the workstation (or WebClient Server). The following screen will appear showing the serial number:

Issue Needing to monitor a controller's online or offline status. I/NET AMT will generate a station lost alarm when a controller is offline, however it is sometimes desired to have a point that can be monitored to alarm as well. Product Line TAC INET Environment subLAN Controller Lan; C-LAN Xenta 527 Cause I/NET AMT will generate a Station lost alarm when a controller is offline, however it is sometime desired to have a point that can be monitored to alarm as well. Resolution Monitoring SubLAN Controllers Connect to the Sub Lan Interface Controller (7798, 7793) Create an internal DA point called LLSSPP_Offline, with LLSSPP being the address of the subLAN device Add a Calculation to the point LLSSPP_Offline Enter this Calculation: OLD(P0) Set P0 to equal any External input point the subLAN device LLSSPP Click okay The result of this calculation is that the point will equal 1 whenever the referenced point goes old Monitoring Controller LAN or C-LAN devices Connect the Controller you wish to monitor Change an external point's Global Level to "Link" (If a point already is set to system, use it.) Connect to a second Controller on the same physical C-LAN (for best results use one physically closer to the NPR or Tap) Create an indirect point referencing the point created in step 2 Create an internal DA point called LLSS_Offline, with LLSS being the address of the controller Add a Calculation to the LLSS_Offline point Enter this Calculation: OLD(P0) Set P0 to equal the indirect point created in step 4 Click OK The result of this calculation is that the point will equal 1 whenever the indirect point goes old, which should only occur when the controller is offline.  Monitoring NPR or Xenta 527 devices Connect to a Controller under the device you wish to monitor Change an external point's Global Level to "system" (Use an existing global point if available) Connect to a second Controller under the device you wish to monitor Change an external point's Global Level to "system" (Use an existing global point if available) Connect to a controller underneath a different NPR or 527  Create an internal DA point called Link _LL_Offline, with LL being the Link address of the 527 or NPR being monitored Create 2 indirect points referencing the global points created in steps 2 and 4 Add a Calculation to the Link _LL_Offline point Enter this Calculation: OLD(P0)&OLD(P1) Set P0 and P1 to equal the indirect points created in step 7 Click okay The result of this calculation is that the DA point will equal 1 whenever both of the referenced indirect points go old.  This should only happen when communication is interrupted to both controllers indicating the most likely cause is the NPR being offline. Please be aware of other potential causes of 2 controllers on the same link going offline. Examples include power circuit failure or cut wire when selecting which controllers to monitor. 

Issue Getting a “500: Internal Server Error” when clicking on hyperlink in G3 station. The following error is also displayed in the Application Director window: javax.baja.naming.SyntaxException: Illegal char '?' in body: /ord?file:^gfx_Lib/www/nav.htm javax.baja.naming.SyntaxException: Illegal char '?' in body: /ord?file:^gfx_Lib/www/Top.htm Note:  The last part of the file path after "file:" will be different based on your station's file structure.   Environment Niagara G3, version 3.8.37 Cause A second “/” mark was being added to the hyperlinks’ paths in the htm file.  In this case, hyperlinks in the Top.htm file are the culprit. The Hyperlinks read: To date, Tridium has not determined how the second slash gets added.   Resolution The solution is to find out which htm file contains the error and correct it. Use WorkBench’s Text File Editor to examine the htm file to find the error.  - Open the station’s Files folder  - Right-click on the htm file and select “Text File Editor” - Once the htm file is found that contain the error, remove all second slashes.      Change <a href="/ord/?...     To          <a href="/ord?... (removed the second “/”) - Save changes and reopen page in new browser Note: There may be a need to clear all caches.   

Issue Unable to bring interfaces(downstream devices) online, showing as unknown Product Line EcoStruxure Access Expert Environment Access Expert in Cloud or On-Premise SSC (Security System Controller) Downstream controllers Cause Offline interfaces can occur under a number of circumstances, below are the most common reasons. The controller is not yet active. Once all interfaces, readers, and I/O have been added, it’s important to remember set the device as active. Interfaces were added to the controller after it was made active. The controller requires a reboot to download the correct configuration. Dipswitches and addressing on the board may be incorrect Check Wiring  Resolution Go through the following steps to get interfaces online Set the device as active (Go go back to the controller page ) Reboot the controller (containing the interface) Check that the DIP switch settings are correct on the controller (see the Mercury hardware manual) Switches 1-5 on an interface module set the address in binary, this means 32 addresses are available (0-31). Users must set the correct address inside Access Expert that matches the DIP switch value. Switches 6 & 7 set the Baud rate, both on for default 38400. Switch 8 should be off to disable AES key encryption. (Communication is instead encrypted over TLS 1.2) Note: The orientation of the DIP switches may be upside down compared to some labels on other connectors, so it's easy to have everything inverted. On this MR52 board, the On label on the connector is DOWN. These dip switches are configured for address 0, baud rate 38400, and no encryption. Check wiring Ensure that the panels are wired correctly. Verify your RS485 communication and refer to the hardware installation guides Verify End of Line Termination Verify End of line termination jumpers are set, refer to hardware installation guides

Issue Unable to connect Remote Client to Standalone Server ASTDIR error when attempting to configure I/NET is sometimes caused by not being logged in as an administrator. Product Line TAC INET Environment I/NET Seven Remote Client Workstation type Cause In most cases, the issue that blocks the remote client connection is port 50069. This must be opened between the two workstations, and use an admin-level I/NET password must be used to initiate communication as well as having to be logged in as an administrator on the local machine. Resolution Log in to Windows as an administrator-level user Make sure that the I/O server is not running Open I/NET Configuration Modify the active profile or create a new one Set TCP/IP settings as well as required reference hosts For Workstation type, select Remote Client or Remote Client (w/IO) When the authentication screen comes up, enter an I/NET operator name with full access. Enter the Host name of the standalone machine functioning as the server. (IP address can be used instead) Leave Authentication Type as default. Press OK Press OK and start I/NET For more information, see Remote Client Configuration Issues I/Net 2.31 and prior and Remote Client with I/O in the Workstation Type of the I/O Server 2.4 and later.

Issue Sample Plain English program to set up a door to allow for either keypad OR card validation. Environment Continuum Plain English Infinity NetController Cause Allowing the NetController to respond to a keypad as well as a card reader allows for flexibility in the security solution. Resolution How do I setup a door for keypad OR card validation Create the following InfinityProgram in the NetController for each door. Change each program to the correct door name. NOTE: If using this program, make sure that you do not have validate pin mode selected on the entry reader tab of the door editor. -------------------------------------------------------------------------------------------------- 'Looping, AutoStart Program 'Change officedoor to the name of your door Watching: IF officedoor\doorfault IS 2 THEN '0 for normal operation 2 if Fault (Tamper) detected officedoor\entrynormmode = 8 'PINMode officedoor\entrynocommmode = 8 'PINMode GOTO Counting ENDIF Counting: IF TS > 5 THEN 'Wait 5 seconds before switching back to SiteMode + CardMode officedoor\entrynormmode = 3 'SiteMode + CardMode officedoor\entrynocommmode = 3 'SiteMode + CardMode GOTO Watching ENDIF --------------------------------------------------------------------- Press the # key once, it will place the door in PINMode (8) for the 5 seconds then back to SiteMode+CardMode (3). -------------------------------------------------------------------------------------------------------- Here are the available EntryNormMode and ExitNormMode values SiteMode = 1 CardMode = 2 GeneralMode = 4 PINMode = 8 If you plan to use more than one add the two numbers together (Example: SiteMode + CardMode + PinMode = 11) ------------------------------------------------------------------------------------------------------ Here are the available DoorFault values 1 = Database of doors, areas, and personnel is not functioning normally 2 = Entry Keypad is being tampered with 4 = Exit Keypad is being tampered with 8 = Entry Card Reader is being tampered with or has failed 16 = Exit Card Reader is being tampered with or has failed --------------------------------------------------------------------------------------------------------- My Test case: I created a person with a valid card and a valid PIN. When I used the card the door would open, after relock I pressed the # and immediately entered the PIN plus the #, the door unlocked. If you have a door switch you could probably use it instead of the 5 second timer this would give you a little more control over the door so that the next person in line (with a card) would not have to wait. CyberStation (v1.52.0.20021120) NetController (v1.520010) AC1 (v22) HID ProxPro with Keypad Note: this works on an ACX(5740/5720) also IMPORTANT: The sample PE program above only sets the EntryNormMode of the door. The program needs to set also the EntryNoCommMode and possibly the EntryNodataMode. If the door is a dual reader door then the corresponding attributes on the exit side of the door must also be set.

Issue Alarms show up in Active Alarm View but do not show up in any Alarms listviews and do not seem to be logging to the Database. Environment Continuum Cyberstation Cause Enhanced alarm logging does not automatically log intrinsic alarms (Controller Offline alarms). Improper time synchronization between Workstations and field Controllers. Due to this, Listviews were not showing most recent entries as they were being sorted on "TimeStamp" (controller time of the alarm) attribute. Resolution Intrinsic alarms (controller offline alarms) need to have a Workstation setup in the delivery tab of the EventNotification (in the Templates folder). The Workstation needs to have the "Log" box ticked so this alarm to be logged in the database. Normally when using enhanced alarm logging, ticking this box is not required as the enhanced alarm logging takes care of the logging. These intrinsic alarms in the Templates folder are the exceptions to that rule. Confirm the times on your controller and WS are configured properly and showing the same time. Add the TimeOfLog attribute to the AllAlarms listview and change so it sorts on this to see if your alarms have been logged but at a different time. If there are no new entries, then try removing the alarm links to your points (on the alarms tab) and then re-add them and save. Reload the controllers as well.

Issue Procedure to replace Satchwell MicroNet MN300, MN440, MN500 or MN620 controller with Satchwell MicroNet 50 series controllers MN350, MN450, MN550 or MN650 Environment Satchwell MicroNet series controllers: MN300, MN440, MN500, MN620 MN350, MN450, MN550, MN620 Satchwell VisiSat version 2.1 and above. Cause Satchwell MicroNet series MN300, MN440, MN500 and MN620 are no longer available for sale and they are replaced by the MN350, MN450, MN550 and MN650 controllers respectively. See Product Announcement for details. MN300, MN440, MN500 and MN620 controllers installed on existing installations that are required to be replaced would have to be replaced with the new range of controllers. Resolution To replace Satchwell MicroNet MN300, MN440, MN500 or MN620 controller with Satchwell MicroNet 50 series controllers MN350, MN450, MN550 or MN650 follow the procedure below. Pre-VisiSat 2.1 projects (VisiSat 1.2 and VisiSat 2.0) should be upgraded to VisiSat 2.1 using the Project Upgrade Utility. Download VisiSat 2.1 Engineering Guide here. Refer to pages 47 - 50 for using the Project Upgrade Utility Open the VisiSat project Right-click on the existing controller and select "Upgrade Controller." There is a prompt to save the controller configuration (.CLC file). Select 'Yes'. The controller object in VisiSat will now be converted to a MN50 Series controller. Replace the controller hardware. Make sure the jumpers are set correctly and that communications card, if existing should  be taken out and installed into the new controller. Right-click on the controller object in VisiSat and select 'Configuration Library'. Select 'Download Configuration' (2nd button from the left in the Configuration Library). This will download the configuration to the new controller. Refer to pages 135 - 140 in the VisiSat 2.1 Engineering Guide for using the Configuration Library. NOTE: In the Configuration Library, the first button from the right is the "Upgrade Controller" option. This performs the same function as the "Upgrade Controller" mentioned in step 3 above.

Issue Error "Invalid Server Type" when attempting to log into the Project Configuration Server (PCS) Product Line EcoStruxure Building Operation Environment StruxureWare Building Operation 1.5 and newer Cause Attempting to log into the Enterprise Server IP and Port address with Workstation for Projects Resolution Ensure that the Project Configuration Server is installed. Open Software Administrator and check that the Project Configuration Server tab is shown. If not then the server has not been installed. Install this first When using Workstation for Projects, make sure you use the correct port setting (HTTP or HTTPS) as defined in the Software Administrator

Issue Cameras have learned in successfully but live video shows as black or the Video Administrator shows the preview as black. Product Line Andover Continuum, Pelco Environment Continuum Endura Windows XP Windows Vista Windows Server 2003 Windows Server 2008 Cause Live video is showing black because of a configuration issue. Resolution There can be a number of reasons why live video is showing as black in Continuum. Here are some steps to correct or troubleshoot this: Time between devices is not synced. Verify that the controller(InfinintySystemVariable Date), Cyberstation(DateTime Date), and the Endura system(SM) time are all synced. Video Driver or Card. To allow for Sarix cameras in 1.92 changes were made that could cause a standard VGA driver to not display video. Update the standard driver or change the video card. (Test with a different PC which uses a different card) Multicast traffic. Check that the switches on the LAN are broadcasting traffic using multicast. Run the Sherlock utility which is a free codec utility to determine the codec on the Cyberstation and send the results to Product Support. It can be found at the following web site: http://www.free-codecs.com/Sherlock_The_Codec_Detective_download.htm Ensure that the cameras were renamed from the default name in Endura (defaults to camera, but it's actually a null). Ensure that each camera has its own unique non-zero input/channel number. Both of these two items can cause the Continuum camera learn to not be successful and cause issue when trying to access video. Video.log files. Configure the video.log files per How to create a log file for troubleshooting video integration issues in Continuum. Send these files to Product Support for analysis.

Issue The BACnet object goes into fault when writing a NaN to an MNB controller. Product Line TAC IA Series Environment I/A Series MNB VAV I/A Series MNB 70 I/A Series MNB 300 Cause Firmware 1.424 and higher responds to receiving a NaN with an Error: "value out of range".  In firmware 1.420 it would accept the NaN and respond with a normal acknowledge message.  This is a result of a change required for BTL compliance. Resolution A slight setup change can accomplish the same result without causing the object to go into fault.  In the ENC edit the properties of the AVSPP object and set the fallback to "null".  Go to the slot sheet of the object being overridden to hide the "Set" option.  This will prevent the operator from attempting to send a NaN that causes the fault.  When a right-click override is performed only the emergency (priority1) and Override (priority8) choices are displayed.  When the override expires or the object is manually put back into “auto” the “fallback” value is output which is “null” and that is accepted at the controller and serves the same function as sending a NaN.

Issue Lookup table for the AIC Analogue Input Configuration for different sensors. What types of sensors can be used with the MPM controller? Product Line EcoStruxure Building Expert Environment Multi Purpose Manager AIC Cause A lookup table is required for a sensor that is not listed in the AICs. What sensors can be used? Resolution For the Satchwell range (new generation or T range) STP660, STC600, STR600 series. Note the engineering output is Celsius.   For the TAC range STP100 series, STC100, STR100 series, STD100 series. Note the engineering units is Celsius.   For the Andover range STP500 series, STC500, STR500 series, STD500 series. Note the engineering units is Celsius.   AIC 1 to AIC 10 are empty Analogue Input Configurations, the remainder are pre-configured as below. For 10K Type II in Celsius use AIC 11 For 10K Type II in Fahrenheit use AIC 12 For 10K Type III in Celsius use AIC 13 For 10K Type III in Fahrenheit use AIC 14 For 1K PT1000 RTD Platinum in Celsius use AIC 15 For 1K PT1000 RTD Platinum in Fahrenheit use AIC 16 For 1K PT100 RTD Platinum in Celsius use AIC 17 For 1K PT100 RTD Platinum in Fahrenheit use AIC 18 For 1K NI1000 RTD Nickel in Celsius use AIC 19 For 1K NI1000 RTD Nickel in Fahrenheit use AIC 20

Issue Failed to create or configure database on SQL Server! ([17] SQL Server does not exist or access denied.) Windows Event log reveals the following error:   Product: Microsoft SQL Server 2005 Express Edition -- Error 28001. The sa password must meet SQL Server password policy requirements. For strong password guidelines, see Authentication Mode, in SQL Server Books Online. Product Line TAC Vista Environment Vista Server Microsoft SQL Server 2005 Express Edition Windows Server 2003 Cause When installing TAC Vista 5 on a 2003 Server you can get an error if the group policy require a certain complexity on the sa password. Resolution One possibility is to edit the group policy Go to Start > Run and type gpedit.msc In the Local Group Policy Editor, navigate to Local Computer Policy > Computer Configuration > Windows Settings > Security Settings > Account Policies > Password Policy Set Password must meet complexity requirements to Disabled.     The other option is to install the SQL 2005 Express SP3 yourself. It is downloadable from Microsoft. Remove the checkmark in "Hide Advanced Configuration" Set the instance to TACVISTA. Use the "custom" option in TAC Vista Server setup, and select the local SQL server.