Issue When we display the SNVTs in Vista, NL220 or Lonmaker the name of the SNVTS are very generic. Environment NL220 Lonmaker Vista Cause The XIF file was uploaded from the device. On some devices the function specific names are not supplied from the controller. Here is a sample of non specific names when uploaded from the controller     Here is a sample of the same controller with the XIF download from the manufacturers website. Resolution Go to the controllers manufacturers website or contact them and get the functioned named XIF file for that device. Use this instead of the uploaded XIF from the device.

Issue When attempting to start the programme an error indicating that the communications port is already open, is generated. Environment BAS 2800+ BAS2800+ Sigma Visisat Comms port open Comm 1 Cause The communications port is already being used by another programme. Resolution One of the most common programmes to cause this issue is Microsoft Active Sync, if this is found to be installed, either disable it or remove it if the programme is no longer required. The screen shot below shows the Active Sync connection settings window.   Ether change the Serial port number or de-select it. If Active Sync is not the problem, then disabling communications port 1 in the system Bios, may cause the programme to generate an error when it starts up. Once the programme is identified it can be disabled. The System Bios is accessed during start-up by pressing the F2 function key. You should then follow the on-screen instructions.

Issue Access Environment CMC 1803 Access Password Pin Number Cause Access required Resolution

Issue My computer has USB ports, but it does not have serial or com ports. Can I use USB ports? Environment For I/NET, Host computer that either Direct Connects (cable 072) or you need to connect to a controller such as a 7798C (cable 082) Continuum, Vista, Sigma, I/A Series, Pelco, DVR, DS, Com Port, Com, PTZ Control, Serial Port, Comm, Comm Port Cause USB to Com has issues downloading or communicating with system. Resolution The generic drivers which came with your USB to Com adapter do not allow two-way communication.  Prolific driver often helps resolve this issue. Download driver HERE or for the latest driver use link below: http://www.prolific.com.tw/US/CustomerLogin.aspx    you will need to logon as GUEST  

Issue No link LED on a Desktop's and Laptop's Network Interface Card (NIC). Environment Windows OS Cause Network interface card has power management feature enabled.  This will shutdown the network interface card if no activity is present, battery is low on power, or battery is intermittent. Resolution Disable power management features under Device Manager Network Adapters. 

Issue Instructions for finding the version of LonMaker and LNS Server on a machine. Environment Echelon LonMaker Cause Knowing the version of LonMaker and LNS are necessary for many troubleshooting techniques. Support representatives may ask you to have this information available in order to assist you better. Resolution Please follow these steps to find the version of LonMaker and LNS server on the machine: Open LonMaker, then pick and completely open a network. Choose the LonMaker menu in the menu bar, then about LonMaker: This is the about LonMaker window that should be shown. As you can see in this screen capture, LonMaker 3.1 is being run with the LNS server version 3.27.

Issue Controlling a Forta actuator from PLC system using 0-10V output. Environment TAC Forta actuator  PLC controller Cause The PLC system is using a 0-10V control output to control the TAC Forta (MX and X1 input), powering the TAC Forta (G and G0 input)using a separate transformer. Resolution As long as the PLC system and TAC forta units are fed from separate transformers, this should cause no problem, and galvanic isolators on the control signal should not be required. Make sure to not mix up G and G0 in case several TAC Forta actuators are fed through the same transformer.

Issue The difference between VWG-APP-1045 and   VWG-EPP-1045 option cards. Environment I/A Tridium SE7000 VWG-EPP-1045 VWG-APP-1045 Cause Different cards available. Resolution VWG-APP-1045:   option card  that fits directly into a Tridium JACE controller to provide communications between controllers and the gateway device. VWG-EPP-1045: option card that fits directly into the American IA range of controllers with an RS232 interface

Issue What to do and who to contact when a controller needs to be repaired or upgraded. Environment All Product Repairs Cause Require information on what to do and who to contact to arrange repairs of defective product, order Controller option upgrades, order Cyberstation option or software version upgrades. Resolution   PROCESS FOR CONTINUUM REPAIRS   NOTE: Repaired items are set-up in Pronto with the part number prefixed by “4-“. This is done to allow visibility for follow-up if required and costing.   Engineer completes “Andover Continuum Hardware Return Authorisation Form”; one for each controller requiring repair. Email completed form/s to TAC AP – Logistics Replenishment ( NOT the US Repair Centre). Do nothing with the controller/s at this stage. Logistics email the completed forms to US Repair Centre requesting cost to repair and turn-around time. Repair Centre replies with cost, turn-around time and RA number/s Logistics pass this information to the requesting engineer who will decide Y or N. If yes, the engineer enters a Sales Order in Pronto, informs Logistics and forwards the goods to Melbourne DC. Logistics raise a Purchase Order on Repair Centre and instruct Melbourne DC to despatch goods. After the goods are repaired they are returned to Melbourne DC where they are receipted and despatched to requestor.   Repair Forms Fill out one of the forms below (whichever applies) and send to local Logistics. Andover Continuum Return Authorization Forms - Americas & APAC OR Andover Continuum Controller Upgrade Forms - Americas & APAC

Issue Analogue input channels do not display the correct value. Environment Sigma Analogue Input AI Channel Cause Analogue Input values do not display the correct value. This issue is not confined to one card, or even one controller. Resolution The fact that the problem is spread across several analogue input channels, cards and controllers, suggests that the problem is not due to the specific objects themselves, and that some external influence is having an affect. Carry out the following checks; The issue is only seen on one controller. Disconnect all inputs to the card except for one. This should be a resistive input. If this has helped, then investigate the other inputs. Disconnect the wiring to the connected analogue input and replace it with a fixed resistor. The reading should be stable. If this input still reads incorrectly then change the object lookup table entry to 2000, measure the voltage across the resistor and compare it with the maximum input voltage of 2 volts. Example measured voltage of 1.5 volts. - 1.5/2.0 = 0,75 * 100 = 75. AI object should display 75 Confirm that the controller earth bar is connected to a good earth. Consider replacing the AI card. Consider replacing the CPU card. The issue is only seen on one controller, but with multiple analogue input cards. On all of the cards disconnect all of the analogue inputs, except for one input on one card. This should be a resistive input. If this has helped, then investigate the other inputs. Confirm that the controller earth bar is connected to a good earth. Consider replacing the AI card. Consider replacing the CPU card. The issue is seen on multiple controllers. It is very likely that there is an earth issue, confirm that the controller earth bar is connected to a good earth on all controllers. Older type Power Supply boards (Bas-to-Sigma upgrades) can also cause many different (seemingly unrelated) problems, especially when the voltage regulator IC's start to overheat due to the bolt securing the tab of the regulator to the heatsink becoming slightly loose: the regulator IC's go into 'current limit' mode. Re-tightening these (and also the bolts securing the TO3 type regulator) and allowing the heatsink to cool-down will often cure problems.  

Issue Is SysManSMS Server and VISTA 5.1.7 tested on Windows 2008 R2 running in a Marathon EverRun Level 3 Solution? Environment TAC Vista 5.1.7 SysManSMS Server Cause  The Server software is running on any Windows platform and release, including Embedded Windows.. Resolution The SysManSMS Server is written is C and has no special requirements for the Windows platform. The Server software is running on any Windows platform and release, including Embedded Windows. The software has been certified by Microsoft for Windows 7, and tested for Windows 2008 R2.It will run in both 32-bits and 64-bits (compatibility mode) environments. The compatibility with TAC/Vista is no issue at all. The clean interface between Vista (writing Alert Files) and SysMan picking up the files to process will always work, We have more than 500 TAC/Schneider installations used with Vista. No reported problems. Marathon EverRun Level 3 we do not know at all. As long as this software does not alter the above environments, it will for sure run.

Issue How to find the correct SE7000 series controller Environment SE7000 SE7200 SE7300 SE7600 Cause There are several different SE7000 series controllers to choose from and it is important to select the correct one for the application Resolution The online selection tool is available SE7000 Room Controller Selection

Issue What are the differences between the IAC 400 and the IAC 420 controllers? Product Line Field Devices, Other, Satchwell MicroNet, Satchwell Sigma   Environment IAC 400 IAC 420 Cause The IAC 400 controller is obsolete and its replacement is the IAC420. Resolution Hardware differences; The IAC 400 has 3 Temperature, 2 Analogue and 1 Digital input, where as the IAC 420 has 6 Universal inputs. Communications differences; The IAC 400 controller uses terminal 3 to earth the communications cable screening, on the IAC 420 the screening must be connected to a good earth and not terminal 3. Tables and offsets; Because the IAC 420 has different inputs that tables and offsets are changed, please review IAC Controllers - Tables and Offsets. IAC 400 Wiring details. For the full data sheet please click HERE.   IAC 420 Wiring details. For the full data sheet please click HERE.

Issue Can I add the group bindings manually as the option to create group binding in the System Plug-in takes time and controllers are taken offline for the period of the process Environment Lonmaker Vista Cause This is  possible to do and works very well and effectively if you understand the process  Resolution Follow these steps to add TAG 0 system bindings and TAG 1 Xenta bindings to your new Xenta controller. In Lonmaker find the source of the TAG 0 binding buy finding any TAG 0 existing binding. Then right mouse click on the tag number and select Go to reference. This will take you to the source of the TAG 0 bindings. If a list of controllers appear then you are already at the source controller. Then Carry out a connection as normal in Lonmaker on that function block. Right click on the Virtual function block with the TAG 0 source and select the connect option. Select the TAG 0 option under the Hub tab then select the target tab and add the new Xenta controller to the system with the Add FB/SNs button. Then select the TAG 0 in the virtual function block of the new Xenta and click on the Add button. The select the OK button. This will add the TAG0 binding to the new Xenta device with the correct binding type. The next step is similar to the TAG 0 but for the TAG 1. You need to locate the TAG 1 Xenta group that you are adding the new Xenta controller into. Once you have located the TAG1 source use the same connection method as TAG0 but use the TAG1 in the virtual blocks. The final step is to download the added controller and the group master.

Issue No Logging Databases Have Been Specified Environment Windows Cause No Logging Databases Have Been Specified. Resolution Log on to the Bas2800+ system Open Dataview From the menu select File then New From the menu select Data then Logging database. If there is a registered database in the Registered database Window you can select this. If the Registered database window is empty, press the Add button. Select the logging database you wish to use. (Default database "BAS2800.DBS" is installed with the software.) Press the OK button to select the database. On the Logging database Window press the OK button to assign the logging database. The error message should disappear.

Issue Integration of the Schneider electric PM710 with the Xenta 5xx \ Xenta 7xx \ Xenta 913 and Modbus RTU Environment Xenta 511, 527, 555, 701, 711, 721 (5.1.5 up) Xenta 731, 913 (all versions) XBuilder Schneider Electric PM710 Power Meter Cause Disclaimer:  This device template is intended to provide a starting point for an integrator and is not meant to be a mandatory points list for your integration project. Product Support Services has written this device template in an effort to give our customers a solid example of how to develop a device template for the above product.  The integrator will be responsible for any additions or modifications to this device template. Please report any problems with this template to PSS at product.support@schneider-electric .com Resolution Please use the following dev file as a starting point and a guide to the integration.  This .dev file contains a subset of the registers in the device that PSS considers will be of most use to the integration process.  If any other data is required please see this supported document to make the necessary changes.   To use these files in XBuilder please follow these steps: 1.  Extract the .dev file from the .zip file in the link above and place it in a convenient location on your harddrive. 2.  In XBuilder, right-click on the Modbus Master device and choose 'Add Device' 3.  Browse to the extracted dev file and choose 'Open' 4.  Rename the newly added device to a unique name within the Modbus Master network.

Issue Telnet does not come enabled on Windows 7 PCs Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Other, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Windows 7 OS Cause This feature does not come enabled in Windows 7. Resolution Click on the Start Icon and type Programs in the Search Window Click on Programs and Features Click on Turn Windows features on or off When the window becomes populated, check the box for Telnet Client   Click on Ok to apply change, exit Programs and Features window Type Telnet at the prompt and start your session

Issue Internet Explorer 9 not supported Environment Internet Explorer 9 IE9 IE 9 webClient Continuum webClient Cause Internet Explorer 9 ( IE 9) is not supported in webClient 1.94 Resolution Please click HERE to see attachment for details on uninstalling Internet Explorer 9 This procedure will remove IE 9 and IE 8 will be available on the machine.

Issue Stopping Internet Explorer 9 Delivery through Automatic Updates Environment Internet Explorer 9 webClient Continuum webClient Cause Workstation automatically updating Internet Explorer 8 to Internet Explorer 9. Some sites will have automatic updates enabled which is some cases can update the workstation that is outside of the supported compatibility matrix. Most validated sites will not have automatic updates turned on and as a policy most technicians have experienced issues with automatic updates turned on and will turn automatic updates off. Resolution The link below is a Microsoft Technet article that will describe the Automatic Update of IE9 and also offers options for blocking automatic IE9 upgrades. http://technet.microsoft.com/en-us/ie/gg615599

Issue How to find the MAC address / Physical Address of a computer. Product Line Andover Continuum, EcoStruxure Building Operation, Other, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment All computers Cause The MAC address of a computer may be required when working on licensing issues. MAC stands for Media Access Control and is a unique identifier assigned to network interfaces for communications on the physical network segment. Resolution Go to the Start > Run.   Type "cmd" into the Open field. In the CMD window, type the command "ipconfig /all". Locate the connection that the computer is currently using (For this example it is the Ethernet adapter Local Area Connection). You will find the Physical Address (MAC address).