Building Automation Knowledge Base

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 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'.    

Issue Since the Cloud Plugin cannot perform search operations on EBO, Building Advisor can only estimate the number of forced points using the event log and, for EBO versions above 3.2.1, the server archive.  Product Line EcoStruxure Building Advisor Environment BMS Health Cause 1. Incomplete Event Log: The event log may be incomplete if the maximum capacity is reached in EBO (events are rolling). When a customer connects their system, some historical events may be missed. 2. High Event Production: If a customer's system generates events at a higher rate than BA can process (currently, BA can ingest 100,000 events every 6 hours), some events may be overlooked, especially if there are many noisy events. 3. Understanding of Events: BA can only recognize forced and unforced events. BA will lose track of that point if an object's absolute path is updated or deleted instead of being unforced. 4. External Tools: BA cannot track it if an external tool forces a point without creating a corresponding forced/unforced event in EBO.   Limitations with EBO Versions 3.2.1 or higher: Building Advisor can resolve issues for each server by retrieving snapshots from the server archive. This method can address the abovementioned issues, except for point number 4. Additionally, Bacnet points forced via commands are unavailable in the server archive, meaning we cannot retrieve those values through the Cloud Plugin. Resolution Check the EBO Version, and If the customer's system is older than version 3.2.1, advise them to upgrade. Verify Server Archive, ensure the issue pertains to Bacnet points, and proceed to the next step. Ensure all servers associated with the mismatched forced items have an updated server archive. This will enable the Building Advisor (BA) to obtain the correct snapshots from the system. You can check this in the building's BA connectivity tab.  If the servers are updated, proceed to the next step. If they are not, ensure that server backups are created periodically. You can check this in the BA architecture tab under the backup section.  If a newer backup is present compared to the "Last Upload" in the server archive table, attempt to send it again. Refer to the instructions on how to send a new backup at the end of the file. If there isn’t a newer backup, create one and send it. Important: Please note that it may take one to two days for the Building Advisor (BA) to reflect the updates. If the object exists in EBO, retrieve the events from the relevant branch and filter for force-type events.  If the last event is unforced and BA is showing as forced, Force it and then unforce it one time. If it was a Bacnet point, try to force it from the basic tab.  Note: If you have multiple points, you can search using the appropriate criteria and perform all the force/unforce operations simultaneously.  If the object no longer exists in the path, you can create a replica of the object in the same path and perform the force/unforce operation. Ensure that events are created for your actions (see Step 5). If the point does not exist for manual override and you cannot set a new device in the path, please open a PSS case. Send a new backup using the following process: Navigate to ~/System/Modules/CloudPlugIn/Statistics/Services Add the Service type and Server name columns in the list view Locate the Service Type of SystemDiscovery, multi-select the server(s) affected, right-click, and select Execute task now If the issue is unresolved two days after uploading the updated SystemDiscovery files, please open a PSS case.

Issue EBO system was in sync with Building Advisor Portal and is now not. Product Line EcoStruxure Building Operation, EcoStruxure Building Advisor Environment Building Operation Building Advisor Portal Building Operation Enterprise Server Building Operation Automation Server Cause System ID changed and no longer matches in Building Advisor Portal. Resolution Check EBO Server Trace Log for nsp.pin.Cloud records and there should be one that shows "SystemId". Here is an example: 2023-11-19 12:37:30.437 [320] nsp.pin.Cloud.DspInterface Sending notification {"ProtocolVersion": "1.0", "NotificationType": "TimeSeries", "IotDeviceId": "urn:dev:ops:sebms-sbo-es-fb6b2834ba4749d89cdad333c12704a3", "SystemId": "4ba3db45-0235-7146-981a-c81dc08e39bf", "GeneratedAt": "2023-11-19T12:37:30.0437Z", "GeneratedBy": "SBO 3.2.4.22","Operation": "Update","TimeSeries": [{"TimeSeriesId": "d8e6b6fc-a472-4285-a56d-2d3e4a6915e1","Samples": [{"Timestamp": "2023-11-19T12:37:30.0437Z","Value": "Unknown [null]","Unit": "0x10001","Status": 20}]}]} 2023-11-19 12:37:30.437 [320] nsp.pin.Cloud.DspInterfaceReal edgeAgent_sendMessage: {"ProtocolVersion": "1.0", "NotificationType": "TimeSeries", "IotDeviceId": "urn:dev:ops:sebms-sbo-es-fb6b2834ba4749d89cdad333c12704a3", "SystemId": "4ba3db45-0235-7146-981a-c81dc08e39bf", "GeneratedAt": "2023-11-19T12:37:30.0437Z", "GeneratedBy": "SBO 3.2.4.22","Operation": "Update","TimeSeries": [{"TimeSeriesId": "d8e6b6fc-a472-4285-a56d-2d3e4a6915e1","Samples": [{"Timestamp": "2023-11-19T12:37:30.0437Z","Value": "Unknown [null]","Unit": "0x10001","Status": 20}]}]} (retCode = 0) In Building Advisor Portal, check the BMS System Identifier to ensure it is the same and update as needed. In this case, d057cfba-9fc0-11e4-a62a-3417ebbed129 needed to be updated to 4ba3db45-0235-7146-981a-c81dc08e39bf

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 correctly. Before beginning these steps, ensure all necessary 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 MNB firmware may not match the version reported in EBO and Building Advisor Portal. Product Line EcoStruxure Building Operation, EcoStruxure Building Advisor Environment I/A Series MNB I/A Series WorkPlace Tech Building Operation Workstation Building Operation Building Advisor EBO Health Module Cause MNB firmware is upgraded via the WorkPlaceTech Commissioning Tool independent of EBO, and EBO reports firmware to Building Advisor Portal for use in BMS Health Module. Example cases where controllers are upgraded after adding to EBO are: MNB controllers added with factory default firmware version MNB controllers transitioned into EBO with existing older firmware version MNB controller that was upgraded to the latest was replaced with MNB Controller at factory default firmware version Resolution Create a Saved Search to identify all MNB controllers in the system Create New Search Enter * in Object Name Field Click ... button next to Include Types: and add all the MNB controller models Right-click on Column Header and select Add/Remove columns to select Firmware revision and Model name, and remove Description Save the search and select a location and name it Run the search to identify all the MNB controllers Sort by Firmware Revision to find older versions. MNB-1000 will end in 01.5xx and all other MNB ASC models will end in 01.4xx Update firmware version from the controller(s) Select one or more MNB controllers Right-click and select Device -> Upload Configuration. *WARNING*: Ensure you do NOT select Download Configuration  Now EBO is reporting the correct firmware in the controller and will upload this information to Building Advisor Portal, if cloud connectivity is established. Upgrade any MNB controller firmware with WorkplaceTech Commission Tool to the latest version and perform Steps 2 and 3 to keep EBO updated.

Issue Unable to connect Enterprise Server or Enterprise Central to the Building Advisor Cloud Portal  Product Line EcoStruxure Building Advisor, EcoStruxure Building Operation Environment Building Operation Building Advisor EBO Health Module Building Operation Enterprise Server Building Operation Enterprise Central Cause There are some Operating System Requirements that need to be checked and enforced. Resolution Incompatible versions lead to missing trust certificates that could hinder the connection to Azure cloud services.  The table below provides a compatibility matrix of EBO versions and supported Windows OS that is necessary for the cloud-connectivity to work reliably.   Enterprise Server Software Requirements               EBO Version v2.0 v2.1 v3.0 v3.1 v3.2 v3.3 v4.0 Microsoft Windows 7 (64-bit) Yes Yes Yes Yes No No No Microsoft Windows 8.1 (64-bit) Yes Yes Yes No No No No Microsoft Windows 10(64-bit) Yes Yes Yes Yes Yes Yes Yes Microsoft Windows Server 2008 R2 (64-bit) Yes Yes Yes No No No No Microsoft Windows Server 2012 (64-bit) Yes Yes Yes No No No No Microsoft Windows Server 2012 R2 (64-bit) Yes Yes Yes Yes Yes Yes Yes Microsoft Windows Server 2016 Yes Yes Yes Yes Yes Yes Yes Microsoft Windows Server 2019       Yes Yes Yes Yes Microsoft .NET Framework 4.5 or 4.6 Yes Yes           Microsoft .NET Framework 4.7.2 or later     Yes Yes Yes Yes Yes The SmartX servers also require TLS1.2 to be enabled to communicate with the BA cloud properly. Automation servers (AS-P/AS-B) have TLS1.2 enabled by default. Check that the Windows OS running Enterprise Server has TLS1.2 is enabled by following the steps in this link: How to Check if TLS1.2 is Enabled 

Issue Resource Advisor platform, which serves as a repository for water, gas, and electric invoices, enabling customers to focus on evaluating metered data. Assisting organizations that are committed to sustainability. Setup information. Product Line EcoStruxure Building Operation, EcoStruxure Resource Advisor Environment Building Operation Automation Server Premium Building Operation Enterprise Central Building Operation Enterprise Server Cause Information on setting up Resource Advisor is not available for download Resolution Click this link for an overview of Resource Advisor. Attached is a more detailed document including EBO Setup Guide and links for additional Resource Advisor information.

Issue Connection issues come in a variety of flavors, narrowing them down is important to help resolve the issue. One of the causes of connection issues could be general network problems. Product Line EcoStruxure Building Advisor, EcoStruxure Building Operation Environment Building Operation Building Advisor EBO Health Module Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Automation Server Premium Cause There are some steps that can be done to eliminate network issues as the cause of Building Advisor Cloud connectivity problems Resolution For the ES or EC: On the server running the ES/EC, start a WireShark capture then open up the command prompt running as admin and run the following commands. Make sure to note the responses received after each command: ping app.schneider-electric.com ping cnmiothubappstna.blob.core.windows.net ping cnm-ih-na.azure-devices.net curl -X POST https://app.schneider-electric.com/ecostruxure-building-advisor/diagnostics/Initialize -k -v --header "Content-Length: 0" Open the PuTTY application and telnet to the same 3 sites you pinged above over port 443. PuTTY is installed with Device Administrator and can be found in a folder similar to: C:\Program Files (x86)\Schneider Electric EcoStruxure\Building Operation 3.2\Device Administrator\bin If connection is successful, then you will only see PuTTY show blank black screen and it will remain without error pop-up for over 15 seconds. If unsuccessful, PuTTY will pop-up error for time out or network error, like:   PuTTY: Network Error For an AS-P/B: Connect to the server using Device Administrator and select the console option Run the following commands: ping app.schneider-electric.com ping cnmiothubappstna.blob.core.windows.net ping cnm-ih-na.azure-devices.net curl -X POST https://app.schneider-electric.com/ecostruxure-building-advisor/diagnostics/Initialize -k -v --header "Content-Length: 0" Curl response should look like the following (2 screenshots to show all): Command and Response Response (continued)

Issue Having trouble configurating EcoStruxure Building Operation to connect to the Building Advisor Portal. Product Line EcoStruxure Building Advisor Environment Building Operation Automation Server Premium Building Operation Enterprise Central Building Operation Enterprise Server Building Operation Building Advisor EBO Health Module Cause There are multiple server configurations that you can have to connect to the Building Advisor Portal Resolution The following are the most common configurations.   Stand-alone AS-P and AS-B SmartX servers  REQUIREMENTS: EBO version 3.0 or higher. Automation Servers with EBO 2.x do not support the Cloud Connectivity feature. Servers are connected directly to the EBO cloud provided these servers are running    ES/AS configuration REQUIREMENTS: EBO version 2.0 or higher. The ES is responsible for the communication and data transfer with the Building Advisor cloud on behalf of the downstream SmartX servers and requires    EC/ES/AS configuration,  REQUIREMENTS: Each server requires EBO version 2.0 or above. The EC is responsible for communication and data transfer with the Building Advisor cloud only for itself.  Cloud-connect settings only are needed on EC & get cloned to each ES.  Each ES is responsible for communication and data transfer with the Building Advisor cloud for itself and the downstream SmartX servers. 

Issue While using a demo license, the system is unable to connect to the Building Advisor Cloud Product Line EcoStruxure Building Advisor Environment Building Operation Enterprise Central 3.0 or later Building Operation Enterprise Server 3.0 or later Building Operation Automation Server Premium 3.0 or later Building Operation Building Advisor Portal Cause The Demo License of EBO does not contain the Cloud Connectivity feature. If the original system was registered in 2.0 and running on a demo license, once it is upgraded to 3.0 the Cloud connectivity will be lost. Resolution Enterprise Server and Enterprise Central Customers using an Enterprise Server or Enterprise Central must install a valid license to connect to the Building Adviser Cloud.   AS-P and AS-B Cloud Connectivity is only supported in versions 3.0.x or later. When running in a Stand-Alone configuration, the AS-P and AS-B do not require a separate license for Cloud Connectivity.

Issue EcoStruxure Building Advisor does not connect by default to the Automation Server and the request to EWS returns a HTTP 401 error Product Line EcoStruxure Building Operation Environment Building Operation SmartX Server EcoStruxure Building Advisor Cause Required configuration in EBO to enable EcoStruxure Building Advisor Resolution An EBO connection to EcoStruxure Building Advisor requires MD5 authentication to be enabled, disabling it in EBO will result in EcoStruxure Building Advisor being unable to connect. The “Allow authentication with MD5 hash” can be enabled under the EBO Security manager. During the TLS handshake process, both the EcoStruXure Building Analytics Data Transfer Service (DTS) and EBO negotiate to use Sha384 encryption regardless of whether MD5 is enabled/disabled in EBO. With MD5 enabled, the use of Sha384 encryption works as expected. With MD5 disabled, the use of Sha384 encryption does not work and the request to EWS returns a HTTP 401 error. MD5 is disabled by default in EBO v2.0 and later.