SmartConnector extension - alarm discovery processor finds 0 alarms

[mike_meirovitz]

Hi,

We have a customer (Schneider Electric in USA) that is using our product (UCME-SmartConnector).

The product contains a SmartConnector extension with 2 processors.

One processor works fine with no problems.

The second processor is an Alarm Discovery processor. According to the SmartConnector log file, the discovery processor starts and ends successfully, however, it discovers 0 alarms instead of ~200 alarms that are defined in the EBO and in one ASP. See the log below.

2022-03-28 17:10:25.2794,Info,Processor,<no principal>,EBO Alarm Item Discovery Processor,Execute_Subclass starting...,
2022-03-28 17:10:25.2794,Info,Processor,<no principal>,EBO Alarm Item Discovery Processor,Ucme.Extension.dll version: ,1.0.0.28,
2022-03-28 17:10:25.2794,Info,Processor,<no principal>,EBO Alarm Item Discovery Processor,ExtractAlarmItems, UCME Folder = ,C:\Program Files (x86)\Control-See\UCME-SmartConnector,
2022-03-28 17:10:25.3154,Trace,Service,<no principal>,Validating framework license,
2022-03-28 17:10:25.3723,Debug,Processor,<no principal>,EBO Alarm Item Discovery Processor,Getting alarm messages for 0 alarms..,
2022-03-28 17:10:25.3723,Info,Processor,<no principal>,EBO Alarm Item Discovery Processor,ExtractAlarmItems, alarmItems count = ,0,
2022-03-28 17:10:25.3723,Info,Processor,<no principal>,EBO Alarm Item Discovery Processor,ExtractAlarmItems, augmentedAlarm count = ,0,
2022-03-28 17:10:25.3723,Debug,Processor,<no principal>,Processor EBO Alarm Item Discovery Processor Execute completed,
2022-03-28 17:10:25.3723,Debug,WorkerThread,<no principal>,EBO Alarm Item Discovery Processor,Execute (end),2022-03-28T21:10:25,ET=317 mSec,
2022-03-28 17:10:25.3723,Info,WorkerThread,<no principal>,EBO Alarm Item Discovery Processor,Ended successfully,

Any idea what may cause this problem?

Note: This processor worked as expected before(in February). The only change in the system is that the customer started using HTTPS connection rather than HTTP that was used before.

Thank you.

Mike

[ardak]

Hi,

Please turn on EWS consume logging and try to run it, it should give you an insight into the requests that are sent by your processor.

BR

Armend

[mike_meirovitz]

Hi Armend,

Thank you for your answer. See the attached log file and also below.

2022-03-29 08:39:20.7493,Debug,EwsConsume,<no principal>,GetUpdatedAlarmEvents,f5c9ba94-733f-4264-a9bd-7644b4ad4533,Request,{"GetUpdatedAlarmEventsParameter":{"LastUpdate":"e0c5b5a9-0bf0-4215-8f88-dff1bdc2afbd|6866","MoreDataRef":""},"GetUpdatedAlarmEventsFilter":{"PriorityFrom":"1","PriorityTo":"1000","Types":[]},"version":"1.2"},
2022-03-29 08:39:20.7493,Debug,EwsConsume,<no principal>,GetUpdatedAlarmEvents,f5c9ba94-733f-4264-a9bd-7644b4ad4533,Response,{"GetUpdatedAlarmEventsResponseStatus":{"MoreDataAvailable":false,"MoreDataRef":"","LastUpdate":"e0c5b5a9-0bf0-4215-8f88-dff1bdc2afbd|6866","NeedsRefresh":false},"GetUpdatedAlarmEventsAlarmEvents":{"AlarmEvent":null,"Metadata":null},"version":"1.2"},
2022-03-29 08:39:20.7493,Info,EwsConsume,<no principal>,GetUpdatedAlarmEvents,ET=2 mSec,

As far as I understand the returned data is null.

I appreciate your advise.

Thank you.

Mike

[ardak]

Hi,

It looks like you are doing a GetUpdatedAlarmEvents call with a LastUpdate already in memory

2022-03-29 08:39:20.7493,Debug,Processor,<no principal>,UCME Alarm Push Processor,Reading alarms from https://172.16.20.13:443/EcoStruxure/DataExchange with last update: e0c5b5a9-0bf0-4215-8f88-dff1bdc2afbd|6866

This will only get alarms since that last update. If no alarms have gone active since, the response will be empty. 

I don't know how your code works, but you might need to clear the LastUpdate or do a "GetAlarmEvents" to "refresh" the old alarm data if it has been "lost" in your processor.

BR

Armend

[mike_meirovitz]

Hi Armend,

Thank you for your answer. Note: the discovery processor scans the EBO tree for defined alarms - Not active alarms. 

Note that there is another processor running in parallel - the Push Processor.(which is running with no problems). It is possible that this processor is responsible for the "GetUpdatedAlarmEventsResponseStatus" lines in the SmartConnector log file.

I assume you can't tell from the log file which processor is causing the "EwsConsume" line in the log file. Correct?

Any other idea?

Thanks.

Mike

[ardak]

Ok!

2022-03-29 08:39:48.9487,Debug,EwsConsume,<no principal>,GetContainerItems,1c5f28e5-4284-44e4-8c08-907150ea66cb,Request,{"GetContainerItemsIds":[""],"GetContainerItemsParameter":null,"version":"1.2"},

2022-03-29 08:39:48.9673,Debug,EwsConsume,<no principal>,GetContainerItems,1c5f28e5-4284-44e4-8c08-907150ea66cb,Response,{"GetContainerItemsItems":[],"GetContainerItemsErrorResults":[{"Id":"00/Server 1","Message":"INVALID_ID"}],"GetContainerItemsStatus":null,"version":"1.2"},

For some reason the EBO server is not accepting the GetContainerItems request with no id(GET root). What version of EBO is this?

[mike_meirovitz]

Hi Armend,

The EBO version is 3.2.3.59.

Thank you.

Mike

[ardak]

Ok!

It looks to me like Smartconnector is sending the request correctly but isn't getting a proper response. Feel free to create an issue with PSS and provide the logging I highlighted. 

BR

Armend

[mike_meirovitz]

Hi Armend,

Thank you. Can you please explain what PSS means? How can I create an issue?

Mike

[CraigEl]

@mike_meirovitz PSS is an old acronym for our Expert Support team. You should contact you local SE customer care organization to start a case. https://www.se.com/il/he/work/support/customer-care/contact-support.jsp

[mike_meirovitz]

Hi Craig,

Thanks. We are SE Technology partners. I assume we can open a case. Can you send me a link for this PSS system so I can try log in?

Thanks.

Mike 

[mike_meirovitz]

Hi Armend,

The customer sent us the WireShark log while starting the SmartConnector Discovery processor. See attached.

Can you please have a look? Maybe you can see what is causing the processor to fail getting the alarms?

 Thank you.

Mike

[ardak]

I have taken a look and this seems to be an issue in EBO. The request from Smartconnector looks fine.

I recommend you to contact EBO support so they can take a look.

BR

Armend

[mike_meirovitz]

Hi Armend,

Thank you for your answer. Can you please explain the EBO issue? We need to explain what is the exact EBO issue.

We are not authorized to create an EBO case.

Can you please elaborate?

Thank you.

Mike  

[ardak]

You can contact support through the link @CraigEl supplied a couple of answers above this:

https://www.se.com/il/he/work/support/customer-care/contact-support.jsp