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Issue 1. What is the specification (spec) for a Sigma PC? 2. Do I need to use Windows XP SP3 with Sigma? Product Line Satchwell Sigma Environment Sigma Software Cause Minimum requirements for a Sigma PC. Resolution The highest PC specification should always be sought. See the Download Center for the release note appertaining to the Sigma version in use. The release note will detail the minimum PC required and Windows version no. that can be used. For EBO transitions and Windows 10 compatibility, see the KB article Sigma and Windows 10 compatibility.

Issue A Trend chart in TAC Vista Workstation is opened and set to show values for the last 4 months, but not all values are shown in the Trend chart. Product Line TAC Vista Environment TAC Workstation Cause The Trend chart can display maximum 50 000 values. So if you log often and want to display for example the last 4 months, only the latest 50 000 values will be displayed. Resolution There is no way around the 50 000 values limit for the Trend chart. To see all values for the last 4 months you need to create several Trend charts.

Issue How can I troubleshoot a communication issue with the Modbus protocol Is there a log available within the AS or ES that shows the Modbus communication between Modbus devices Product Line EcoStruxure Building Operation Environment Building Operation Workstation Building Operation Automation Server Building Operation Enterprise Server Cause When troubleshooting Modbus issues in an AS or ES it can be helpful to see the communication between devices to help identify this issue. The trace log within both server types is available and is configured as described below in the resolution. Resolution Open Workstation and navigate to [AS/ES name]/System/Modules/Trace/Loggers/nsp/nsp.pin. Right-click "nsp.pin.modbus" and choose Properties. Under Level, change from "Information" to "Trace", then click ok. Let it run a few minutes. If there are some user input needed to recreate the Modbus issue, then perform these steps now. Retrieve the log by right-clicking [AS/ES name]/System/Modules/Trace/TraceSettings and choose Trace settings->Get trace log. Save the log file. A useful tool available on the Community, the Modbus decoder can be used to assist in viewing/debugging the Modbus trace log file information saved in the previous step. Once debugging is complete remember to change log level back to "Information" (reverse of step 3). Note: If the ES or AS is reset i.e. coldstarted or warmstarted the log level will return to 'Information', so if further increased logging is required the procedure will need to be repeated. Here is a video showing the above process.

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. Issue What are the steps for replacing a failed AC1 or AC1Plus IO module hosted under SP-AC1 controller with available module either brand new or previously used? Product Line EcoStruxure Security Expert Environment Security Expert Controller Continuum AC-1 IO Module Security Expert Server Cause Guidance needed on steps to replace a failed AC1/AC1Plus module hosted by SP-AC1 Security Expert controller Resolution While the recommended upgrade path is to replace any failed AC1 module with Security Expert IO module such as the SP-RDM2, it is possible to replace with same module type (AC1 or AC1Plus) using the steps below. Take note of the failed module address, this can be done either in the "Module addressing" window or by looking at the "Physical address" field in the Reader Expander. Using Continuum Cyberstation (or CX9900 Net Controller 1 with terminal interface) set the ID of the replacement module to the same as the ID of the failed module. Remove the failed module and put the replacement module in its place, once power is applied, the COMM LED of the replacement module should blink normally. Re-start the SP-AC1 controller, this can be done either by cycling power to the controller or by performing a re-start in the controller's web interface from a web browser. Once the controller is back online, from the client go to Sites\Controllers, right-click the appropriate controller, and select "Module addressing", in the module addressing window you should see the failed module offline and registered, the replacement module should also be present using the same ID as the failed module but offline and NOT registered. Click on "Update modules" After the system displays "Update module command sent OK" wait a minute, then bring up the "Module addressing" window once again, the failed module should now be gone and the replacement module should now be online and registered. You should also see an entry in the "Status page view" for each module indicating the module has registered successfully.

Issue Define I/A Series AX/G3/N4 software compatible with a specific version of Windows Product Line TAC IA Series Environment I/A Series (Niagara) AX/G3/N4 software Windows 32-bit and 64-bit operating systems Cause Only specific releases of the I/A Series AX/G3/N4 software have been certified compliant with specific versions of the Microsoft Windows software. Resolution The following chart details the version compatibility between the releases of the I/A Series G3/N4 software and various versions of the Microsoft Windows Operating System software. Refer to Supported Operating Systems for Niagara 3.7 and earlier (June 2016) Refer to Supported Operating Systems for Niagara 3.8 (July 2020) Refer to Supported Operating Systems for Niagara 4.1, 4.2, and 4.3 (September 2019) Refer to Supported Operating Systems for Niagara 4.4 and higher (November 2021) For the larger Schneider Electric BMS offering please refer to Software and Firmware compatibility matrix for older versions of I/NET, Vista, Andover Continuum, Satchwell Sigma, I/A Series, and StruxureWare Building Operation

Issue MP-V Air Flow is reading zero flow despite the Velocity Pressure having a positive value. Product Line EcoStruxure Building Operation Environment MP-V-7A, MP-V-9A, RP-V-4A, RP-V-5A Variable Air Volume Data Cause The Air Flow value is an internally calculated value based on the Velocity Pressure. There are a number of values involved in that calculation that could result in no flow. Resolution Validate Variable Air Volume Data > Flow Balance Data > Rated box flow. The rated box flow defaults to 0 ft³/min in a new controller and must be replaced with the rated flow at 1.0inH₂O (provided by the box manufacturer). Compare Variable Air Volume Data > Velocity Pressure > Value to the Zero flow threshold. Any Velocity Pressure below the threshold will result in no flow. This threshold defaults to 0.008inH₂O. Check Variable Air Volume Data > Properties > Balanced k-factor and Balanced flow correction factor. If either of these values are at 0, there will be no flow. These values cannot be directly written to and are only the result of a flow balance calculation. To get them to update: Go to Variable Air Volume Data > Flow Balance Data and record all balancing data (you will need to manually re-enter it later). Set all 7 balancing values to 0 - Rated box flow, Box/Hood measured maximum/intermediate/minimum Right-click on Variable Air Volume Data and Download Re-enter the valid balancing data. The balanced k-factor should now show a value close to the rated box flow and the balanced flow correction factor should show a multiplier ideally between 0.5 and 2. If the box has not been balanced and no valid balancing data is available, leave the minimum flow readings at 0 and enter the same value into both the hood and box maximums (for example, 1000 and 1000). This will result in a balanced k-factor equal to the rated box flow and a balanced flow correction factor of 1.

Issue Details on how Modbus IP Multiple Queries and Multiple Query Packets work Product Line EcoStruxure Building Operation. Environment Building Operation SmartX Servers Modbus IP Cause Understanding of how the Modbus synchronous and asynchronous transport layers differ. Resolution By default, the Multiple queries is Disabled, this is the synchronous transport layer. To enable the asynchronous transport layer the Multiple queries must be Enabled within the Modbus TCP Network properties as shown below. Setting to "Enabled" allows multiple queries (packets) to be sent to multiple Modbus devices, thus reducing wait times. It also enables further settings in the Modbus Device properties "Maximum concurrent queries" and "Multi-query packets". The maximum concurrent queries and multiple-query packets as shown below are configurations for the Modbus asynchronous transport layer. The Maximum concurrent queries setting is only enabled if the "Multiple queries" is enabled in the Network Properties. When enabled, this allows the "concurrent queries" to be sent as a single packet. Modbus Synchronous Transport Layer Each Modbus query is sent out one after the other. Before sending out the next query the transport layer waits for a specified period for the previous query. Example Poll Sequence Device No. Objects 1 2 2 1 D=Device, Q=Query, R=Reply D1 Q1 Send D1 R1 Receive D2 Q1 Send D2 R1 Receive D1 Q2 Send D1 R2 Receive If it takes 1 second for the device to reply, then this sequence would take 3 seconds. Modbus Asynchronous Transport Layer With the asynchronous transport layer enabled, the queries are transmitted to multiple devices at the same time. The maximum number of queries that are transmitted to that one device is controlled by the “Maximum concurrent queries” setting. The “Multiple-query packet” specifies whether the queries are transmitted in one TCP frame or not. Simple Example Poll Sequence Device No. Objects Multiple-query packet Maximum concurrent queries 1 2 False 1 2 1 False 1 D=Device, Q=Query, R=Reply D1 Q1 Send D2 Q1 Send D1 Q2 Send D1 R1 Receive D2 R1 Receive D1 R2 Receive If it takes 1 second for the device to reply, then this sequence would take 1 second Complex Example Poll Sequence Device No. Objects Multiple-query packet Maximum concurrent queries 1 10 True 5 2 4 False 2 D=Device, Q=Query, R=Reply D1 Q1, Q2, Q3, Q4, Q5 Send D2 Q1 Send D2 Q2 Send D1 R1, R2, R3, R4, R5 Receive D2 R1 Receive D2 R2 Receive D1 Q6, Q7, Q8, Q9, Q10 Send D2 Q3 Send D2 Q4 Send D1 R6, R7, R8, R9, R10 Receive D2 R1 Receive D2 R2 Receive If it takes 1 second for the device to reply, then this sequence would take 2 seconds NOTES The use of this feature should be avoided before EBO v3.1, there is also a defect in EBO v3.2 that means v3.2.3.5000 should be used (minimum) Some Modbus devices do not support multiple queries or multiple query packets, so the feature should be tested on an individual basis. (Some devices may even go offline until manually reset) This feature will increase the CPU usage on the EBO server. It should be avoided on EBO Servers that are already heavily loaded

Issue After successfully logging in, the controllers' web page is only partially displayed, showing broken image links and incorrectly formatted text. Resetting the controller does not resolve the problem. SP-C Configuration Web Page Product Line EcoStruxure Security Expert Environment Security Expert SP-C SP-AC1 SP-ACX Cause Incorrect controller web page files have been cached in the browser. This may occur if different controller firmware versions are viewed/commissioned on the same PC. Resolution Clear the web browser's cache and try again. Connect directly to the controllers' configuration page. For a controller with default settings, browse to 192.168.1.2/config.asp.

Issue TGML graphic uses the NAM Standards component to display a SmartX Sensor Device with a dynamic cover model. The graphic always shows a blank faceplate instead of the correct face - 3 buttons, LCD, or Touchscreen. Product Line EcoStruxure Building Operation Environment SmartX Sensor Device (Living Space Sensor/Room Unit Device) NAM Standards Team Components TGML Library TGML Graphic Thermostat - SmartX Living Space Sensor - Dynamic AppRev1.02.05 Cause A script running inside the graphic component is expecting a well-formatted string representing the cover model on the cover model input binding. If that data is not delivered properly, the component defaults to a blank cover. Resolution Verify that the proper component is being used based on Sensor Firmware. Verify the proper IP controller firmware is installed to meet compatibility with the Host Server and also contain desired features. Once a controller is upgraded and the sensor has had time to upgrade, check the Sensor - Properties - Basic Tab - Application Software version. If greater than or equal to 1.02.05, then use Thermostat - SmartX Living Space Sensor - Dynamic AppRev1.02.05 Otherwise use Thermostat - SmartX Living Space Sensor - Dynamic The TGML component should work as expected, but factors outside of the graphic can make it not work right. Click on the SmartX Sensor Device and look at Properties > Basic > Status Information > Cover model. Does that show a valid cover model (ex: SXWSCBXSELXX) or does it show ASCII gibberish? If showing nonsensical ASCII string, hotfix firmware is available to address this. Install firmware at or higher than 3.02.03.02109, which includes fix for Defect# 46054 and 47266 affecting the Cover Model SmartX IP Controller v3.02.03.02109 - Firmware Package File Release Date: 2021-Dec-19 https://ecoxpert.se.com/search?documentUUID=6b61d413-5cf8-47c0-ac4d-135391d375bf&title=SmartX%20IP%20Controller%20v3.02.03.02109%20-%20Firmware%20Package%20File Release Notes v3.02.03 - SmartX IP Controller Firmware Release Date: 2021-Dec-19 https://ecoxpert.se.com/search?documentUUID=1e29da8d-cf49-418d-92e5-e022bc4f33c7&title=Release%20Notes%20v3.02.03%20-%20SmartX%20IP%20Controller%20Firmware If the Cover Model is populated with a proper value, a previous firmware upgrade may have caused string values to stop writing properly through the TGML binding. There are two different resolutions to try in this order: Restart the AS-P Delete the SmartX Sensor Device (be sure to select "Keep references") and add it back as a new object with the same name and address. The binding controlling the dynamic display of different cover models on the graphic can be overridden. Inside the TGML component are 3 groups named "3 Button," "LCD", and "Touchscreen." All are hidden. Find the proper face and change it to default to Visible. Find the Bind named "CoverModel" and delete the binding and script beneath it. This is what is responsible for auto-changing the cover and is no longer needed.

Issue Information not available in product documentation. Product Line Satchwell Sigma Environment Windows versions Cause Documentation not updated to show additional operating systems now supported. Resolution Sigma 4.0.8.57, as a front-end user interface, is supported on the following operating systems: Windows XP Pro Service Pack 3 Windows 7 Professional Windows 7 Ultimate Windows Server 2003 Windows Server 2003 R2 Windows Server 2008 Windows Server 2008 R2 Sigma 4.0.8 (build 80 – 89), as an engineering tool for Sigma when transitioned into SBO/EBO Sigma is supported on: Windows XP Pro Service Pack 3 Windows 7 Professional Windows 7 Ultimate Windows Server 2003 Windows Server 2003 R2 Windows Server 2008 Windows Server 2008 R2 Sigma 4.0.8 (build 104 onwards), as an engineering tool for Sigma when transitioned into SBO/EBO system Sigma is supported on: Windows XP Pro Service Pack 3 Windows 7 Professional Windows 7 Ultimate Windows Server 2003 Windows Server 2003 R2 Windows Server 2008 Windows Server 2008 R2 **1 Windows 10 **1 Windows Server 2012 **1 The additional operating systems support is only applicable when Sigma is part of a SBO/EBO installation. (This confirmation was provided to PSS by R and D).

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 Services for assistance. Issue What is the correct procedure for migrating Infinet controllers from a Continuum controller fieldbus to an AS-P. Product Line EcoStruxure Building Operation Environment Continuum Building Operation Automation Server (AS-P AS-B) 1.9 onwards Cause It is critically important to follow an approved and tested procedure when migrating Infinet controllers from Continuum to EBO. Resolution Procedure for Converting / Transitioning the Infinet Bus Prior to migrating the Infinet Using the conversion tool and other engineering efforts, create the AS-P database for all Infinet devices, Infinet, Interface items, etc. in either a live AS-P or in the PCT. At the site 1. From Continuum CyberStation, the following must be completed to each Infinet controller that you are moving to an AS-P. a. Upgrade all Infinet devices that are going to be converted to the latest firmware version. Firmware upgrading capability will not be available in EBO until a future release. b. Clear the memory of all Infinet devices involved before relocated to the AS-P com port by editing the controller object and selecting Runtime > Reset. 2. If the conversion was done on the PCT, deploy the AS-P. 3. Verify that the AS-P firmware is 1.9.0.73 or higher. 4. Disconnect Infinet bus from the Continuum controller com port(s). 5. Move the Infinet bus (busses) to the corresponding RS485 port(s) on the AS-P. 6. Confirm that the Infinet devices are all showing online under the AS-P 7. Download the Infinet devices. * 8. Backup all Infinet devices to flash memory. * If the Infinet devices share data with other Infinet devices then it may be necessary to repeat this step in order to establish the complete Import/Export table. PLEASE NOTE The above steps are important! If not followed, offline and bus problems can occur. There may be a desire to skip the rest of the controllers, but the steps must be followed The likelihood is high that there will be substantial difficulties in getting the i2 controllers online and in a stable state to accept the download files. All of the Infinet controllers must be reset in Continuum before moving the bus to the AS-P. The controllers should then be backup up to flash memory to ensure that they do not revert to their Continuum configuration following a cold start. If problems occur that make it necessary to abort the migration process and return the controllers to the Continuum system, all of the Infinet controller must have their memory cleared before re-attaching the bus on the comm port of the original Continuum controller. For those controllers which have not established communications under the AS-P, this will mean performing a hard reset at the Infinet controller hardware. At no time should the Infinet bus be connected to the both the AS-P and the Continuum controller at the same time as this confuses the Infinet controllers causes communications issues that will take some time to resolve. Please also see the "Infinet under the hood" community post Continuum Conversion Tool NOTE V3.0.x and v3.1.x Conversion Tools should not be used. The Workaround is to use the 2.0 Conversion Tool then upgrade. (The Conversion tool was fixed by v3.1.2.6000 (CP5)) V3.2.x onwards the Conversion Tool operates correctly

Issue Valid reads for HID Corporate 1000 cards are showing up on two separate event lines when valid reads for 26 bit cards are showing on one event line. Card data on two event lines is not able to be added to a new or existing User through the right click menu in the status page. Corporate 1000 Cards As Two Events 26 Bit As Single Event Product Line EcoStruxure Security Expert Environment Security Expert Cause The card data is being split into two lines because of the length of the card data. The limit of facility code and card number for read raw events is 16 bits each, so the maximum value for a site code or a card number is 65535 before the data is split into two lines. Resolution A workaround for this is to streamline the process of adding cards to users. Use the New Window button on the Event Status Page, and then use the main window to navigate to Users. Position both windows so new events can be seen, and use the main window to add new cards in by typing the numbers manually. Side By Side User and Events Windows

Issue Method to show how to configure logging of reader tamper trouble inputs. Product Line EcoStruxure Security Expert Environment Security Expert Cause Reader tamper trouble inputs are not configured to log events by default. Resolution Reader tamper transitions can be logged as events by configuring the associated Reader Tamper Input. Browse to Trouble Inputs | Areas and Input Types. Assign an Area with an Input Type (suggest 24 HOUR Alarm or similar). When the reader is removed a Trouble Input <$$$$> Reader 1 Tamper / Missing (##) Opened event will occur two minutes later. When the reader is connected again the Trouble Input <$$$$> Reader 1 Tamper / Missing (##) Closed event will occur immediately.

Issue When configuring reports there is no option to select the report to be exported once a month. Product Line EcoStruxure Security Expert Environment Security Expert Cause There isn't an option to have a report run only once a month. Resolution A workaround for this would be to select a single day of the week for it to run. This would reduce the frequency of the reports to once a week, then to have the operator check the export folder once a month for that months report. Browse to the Event Report you want to export. Under File Export tab select the Enable File Export checkbox. Set the Time field to the time of day you want to run your report. Set the Export Directory to the folder you want to save your report export files to. Under Days to Export select one day of the week. Under Period select Last Month. Each time this report is run the same file will be overwritten, so when setting the report period to "Last Month" it will export the last months events from when it is run. Once a month the Operator would then select the file in the report folder which will have the last months events in it. The filename of the report is "EventReport" followed by that Event Reports Database ID number.

Issue A site is required to store Extended Trend Log historical data for an extended period of time, in order to make sure the system has enough capacity for all the data it is necessary to calculate the storage needed ahead of time Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Workstation Cause Understanding the storage requirements for long term trend storage Resolution Formula to calculate the storage capacity needed for Extended Trend Log data. Storage in bytes (S) = Number Of Records (N) x 70 bytes. EXAMPLE: Consider a trend log of 1000 records with a 10-minute interval, if the requirement is to keep 5 years of data, how much storage capacity will be required? The number of records would (N) be... 6 records per hour times 24 hours per day times 365 days per year*** times 5 years (*** leap years must be taken into account) N = 6 X 24 X 365 X 5 = 262800 bytes This equates to: S = N X 70 S = 262800 X 70 S = 18396000 bytes or approximately 18 megabytes Note - The calculations above are for the native SQLite database used by EBO. There are two alternatives to using the ES database for long-term trend storage. Report Server - See the WebReports Database Usage Calculator Knowledge base article for storage calculations External Log Storage is possible from EBO v3.0 using TimescaleDB database - The EBO External Log Storage Installer tool from the community provides a databases size estimator located under the Tools menu item

Issue PCT fails to open, presenting four 'could not connect' error messages. Product Line Project Configuration Tool Environment Windows 10 version 1909 Windows 10 version 2004 Cause The cause maybe a firewall, scripts or group policy not allowing PCT to install correctly. Resolution First: check the VirtualBox Host-Only Network has the correct IP address. This can be found under: Control Panel\Network and Internet\Network Connections\VirtualBox Host-Only Network #?\Properties\Internet Protocol Version 4 (TCP/IPv4). Raise a case with your region's IT2929 (UK = 020 7660 2747), requesting IT install the patch to correct the issue. IT2929 have a knowledge base article on the IT2929 system to help their representatives with this issue (KB0014074). IT2929 will advise you to take a backup of your PCT projects, uninstall PCT and Oracle VM VirtualBox. IT2929 will then install the patch. Re-boot the laptop. Install PCT and Oracle VM VirtualBox (run as administrator). Restore your PCT projects. Re-boot the computer. If PCT still does not work after this, update the CCC case you have or create a new case with Product Support, providing your IT2929 KSR number is you do not have a case.

Issue Troubleshooting controllers can be aided by observing the CPU light Product Line Andover Continuum Environment Continuum controllers Cause A video created to show the differences between Normal, Error and Bootloader modes Resolution This will not show specifically what mode the controller is in, but it can offered to try to help to determine the mode. The speed of the CPU light on some of the controllers may vary, but this gives a general idea. Normal Mode is on the left, Error Mode is in the middle and Bootloader Mode is on the right. Note if the CPU LED is constant on or off see the KB article - Continuum controller CPU light solid or not illuminated

Issue Controller is unresponsive and does not respond to a hard reset or power cycle with the battery disconnected.. CPU light remains on constantly. Product Line Andover Continuum Environment InfinityController, b3 Controller NetController II, CX9680 ACX57 bCX Cause Controller stopped functioning after power cycled. Resolution Test controller with a known working PS power supply and/or test the supply voltage is correct If the controller still does not respond to a hard reset then return for repair. See the appropriate manual for reset instructions

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)