Issue Site backups, application files, etc need to be shared with Product Support to speed resolution. These files can be uploaded to the Box server. Environment Schneider Electric PSS-Rockford and PSS-Dallas Box server folder Cause Many email services have a limit on the size of attachments. In many cases, large files must be sent to Product Support so that the support engineer can investigate a reported issue. Resolution Use the following form to upload the files associated with your support ticket.  Please note that you must have an open support ticket with PSS- Rockford or PSS-Dallas before uploading a file.  Files uploaded without a reference to a support ticket will be deleted. You may upload additional files by clicking the appropriate link at the end of the "Success" message. Note: You might receive an error message despite your file still being sent

Issue Support is required for Merten switches and Merten KNX products Environment Schneider Electric Merten products Cause Merten products are not supported by Buildings PSS Resolution Information on Merten Products can be found on their website: http://www.merten.com/ Contact details are at: http://www.merten.com/Customer-service.100.0.html For Technical Support email: tsc-wiehl@schneider-electric.com (Old email: infoline.merten@schneider-electric.com) For pricing information and ordering Merten products please contact your local Customer Care Centre (CCC).

Issue What is the "meter factor", what does it mean? Environment Kamstrup Heating meter cooling meter flow meter Multical 601 602 Cause The "meter factor" is mentioned in the documentation, but what does it mean? Resolution The "meter factor" is the number of impulses/Liter, and differs between the different sizes of meters. This value is described in the data sheet. The meter factor can also be seen on the label on the side of the meter.

Issue Need a link to provide an easy way of uploading one or more files the Box server. Environment Schneider Electric "PSS-Maidenhead" Box server folder Cause Many email services have a limit on the size of attachments. In many cases, large files must be sent to Product Support so that the support engineer can investigate a reported issue. Resolution Use the following form to upload the files associated with your support ticket. (If you do not see the form and are using IE, check your Compatibility View Settings). Please note that you must have an open support ticket with PSS- Maidenhead before uploading a file. Files uploaded without a reference to a support ticket will be deleted. You may upload additional files by clicking the appropriate link at the end of the "Success" message. Note: You might receive an error message despite your file still being uploaded.

Issue Need a link to provide an easy way of uploading one or more files to PSS - Asia Pacific via the Schneider Electric Box server. Environment Schneider Electric "PSS - Asia Pacific" Box server folder Cause Many email services have a limit on the size of attachments. In many cases, large files must be sent to Product Support so that the support engineer can investigate a reported issue. Resolution Use the following form to upload the files associated with your support ticket. Please note that you must have an open support ticket with PSS - Asia Pacific before uploading a file. Files uploaded without a reference to a support ticket will be deleted. You may upload additional files by clicking the appropriate link at the end of the "Success" message. Note: You might receive an error message despite your file still being uploaded

Issue Both BACnet MS/TP and Modbus typically provide a robust and reliable communications channel allowing the Automation Server to effectively manage a large collection of equipment over extended distances. When the system does not come up operating as expected due to the communications integrity, considerable effort can be consumed troubleshooting or working-around the fault observations. Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Other, TAC IA Series Environment Automation Server with BACnet MS/TP or Modbus RS485 networks connected to Port A or Port B. Cause The configuration of the RS485 network can create conditions that reduce the tolerance for EMI noise on the bus, electrical ground differences, transmission signal loss through the cable and/or component performance. Resolution A collection of application notes and Quick Start Best Practices Guides are available on the subject of BACnet MS/TP and Modbus RS485 network connections to the StruxureWare Automation Server.  These application notes and quick start guides provide recommendations in the areas of – BACnet MS/TP & Modbus RS485 Network Termination Network Biasing Options and Techniques Unit Load and associated Maximum Node Count Recommendations Isolated RS485 Interfaces and related Expanded Unit Load Cable Specifications and Suggested Cable Selections Cable Routing and Recommended Lengths The documents describe configurations of cable, network length, node counts and bias arrangements providing compliance with the EIA/TIA-485 Standard and TSB-89-A Guidelines with the objective of optimizing system tolerance for noise, grounding and transceiver component variations.  Most of the application notes and quick start guides target specific product families which include the Andover Continuum b3 Family, TAC I/A Series MNB Family, Legrand Power Meters and the Viconics VT7000 series sensors. There is also an application note and quick guide directed toward other “Generic” RS485 MS/TP and Modbus devices where the user is guided through a sequence of information collection steps to determine the appropriate recommendations.  The collection of application notes and guides are available on the Schneider Electric download center. The list of links below will take you to the applicable download page. AN01-RS485-Generic Application Note – General MS/TP & Modbus I/F to Automation Server Quick Guide-RS485-Generic Best Practices Guide - General MS/TP & Modbus AN02-RS485-B3 Application Note – Continuum B3 I/F to Automation Server Quick Guide-RS485-B3 Best Practices Guide - Continuum B3 I/F AN03-RS485-MNB Application Note – I/A Series MNB I/F to Automation Server Quick Guide-RS485-MNB Best Practices Guide – I/A Series MNB I/F AN04-RS485-Legrand Application Note – Legrand Meter I/F to Automation Server Quick Guide-RS485-Legrand Best Practices Guide – Legrand Meter I/F AN05-RS485-VT7000 Application Note – VT7000 Series I/F to Automation Server Quick Guide-RS485-VT7000 Best Practices Guide – VT7000 Series I/F Note:    If using the download center for the first time, you will need to register. See Register for The Exchange Download Center for more information. The Download Center requires the use of Internet Explorer (version 8 or higher), Google Chrome or Firefox browsers. Additional information is available in the Hardware Reference Guide Access the StruxureWare Building Operation Web Help. Also check out the SmartStruxure-RS485-Controller Unit Load Quick-Help video on the Exchange.

Issue Is there a modulating output available in the SC3000 relay pack?  Environment SC3000 Cause In some applications, a modulating output is requested. Resolution Unfortunately, no such output is currently available in the existing version of the SC3000.

Issue How many LON Bus Coupling Unit MTN880451 and LON Multi-Sensor LA-21 MTN880541 could be supplied by the Power Supply MTN884019? Environment Schneider Electric Lighting Cause Both MTN880451 as well as MTN880541 has a power consumption about 285 mW, that gives about 7 mA. The power supply MTN884019 could give 1.3 A used with 230 Volt or 1 A used by 115 Volt, so it is more than the number of devices you could have on a segment that are important.   Resolution Both MTN880451 as well as MTN880541 has a power consumption about 285 mW, that gives about 7 mA. The power supply MTN884019 could give 1.3 A used with 230 Volt or 1 A used by 115 Volt, so it is more than the number of devices you could have on a segment that are important. If you use LinkPower, you theoretical have up to 128 devices, but if you also have FTT devices, these should be counted twice, so 20 LPT and 15 FTT devices should be counted as 50. It is a recommendation to stay below 64 devices on one segment.  

Issue The next generation extranet for Schneider Electric's Buildings Business is almost here: The Exchange. As a first phase deliverable, we are very excited to present The Exchange Download Center. All of the assets you once accessed through the Buildings Extranet are now available on a brand new platform. It's easy to search and fast to download. Stay tuned for more great features as we roll this into the all new extranet solution for Buildings. But first, we ask that you register for a new account on The Exchange.   Product Line Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Field Devices, Other, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment The Exchange Download Center Cause In the near future we will be rolling out a brand new Buildings web experience from the ground up. The first phase of this renovation is the Download Center, where you can find all the files you need to use Schneider Electric's Buildings products quickly and easily. Resolution Navigate to https://ecobuilding.schneider-electric.com * Use a modern browser for the best experience: Google Chrome, Mozilla Firefox, Microsoft Internet Explorer version 8 or later. If you receive the following error in Internet Explorer despite using version 8 or later, the browser is displaying the page in Compatibility View. Click here for more information on Compatibility View and how to disable it. The Download Center will not function properly in Compatibility View.   On the header bar, you will see the option in the top right corner for “Login / Register.” Click it.   If you are already registered, enter your email address and password. If this is your first time registering, click the link for “New to the Download Center? Register here!”   Answer whether or not you are a Schneider Electric employee using the radio buttons. If you are a Schneider Electric employee, enter your SESA ID and your desired password for The Exchange. Click to accept Schneider Electric’s Terms and Conditions and hit “Create Account” * The first time you register you must be connected to the Schneider Electric network, or connected via VPN. This is only required at registration. All future logins can be done externally. If you are not a Schneider Electric employee, enter your first name, last name, company name, location, business email address, and desired password for The Exchange. * It is important to use your business email address if you are a licensed partner. Your email address is used to validate your Partner status and assign the correct permissions to your user profile automatically.   An email is sent to your designated inbox with a link to click through and validate your email address. Once this is done, your login is created and you are ready to start using the Download Center. * If an error is displayed when trying to validate your authentication code, please try to log in. This happens when an email address has already been verified and oftentimes does not indicate an error with the registration.   Once logged in, you can search and download assets available to your user profile. If you attempt to download a file that you do not have access to, you will be given a chance to report if this is in error. Your username, email, and the asset you are trying to access are recorded. Please enter a message if any further description is required and hit “Submit.” A member of our team will get back to you promptly with a resolution. Web Site Support For any issue regarding The Exchange Download Center, please contact us at exchangesupport@schneider-electric.com.

Issue Some controllers in the SE7000 range and all of the current SE8000 range cannot be supplied with a LON interface. Environment SE7xxx SE8xxx LON  network Cause Some controllers in the SE7000 range (e.g SE7600E) are not shown with a part number for a factory-fitted LON interface in the Schneider Electric documentation.  Although they can be supplied in a 'network ready' version and there is a part number for a separate LON interface listed, the two are not compatible.  There is no LON network interface for the SE8000 range. Resolution Only the controllers currently available with a LON interface as per the Schneider Electric documentation are available to communicate with a LON system. There are no plans to add a LON card option to the other SE7000 series controllers or any of the SE8000 range and they cannot be fitted separately.   The only communication options for these controllers is BACnet or Zigbee.

Issue Windows has become corrupt and will not run Schneider applications Environment Windows 7 8 Continuum Inet Vista StruxureWare StruxureWare Lite Workstation Cause Windows has been damaged by installing a program or Virus and will not run Schneider applications Resolution Be sure that the DVD you are using is for the same edition of Windows 7 that you are trying to repair – for example, Windows 7 Home Premium, 64-bit or whatever specific version that you have. A full installation disc can be used for repair even if you have an OEM system. No product key is required in this process. Put the disc in your optical drive and restart to boot from the DVD. You may have to change the boot settings in your BIOS if booting from a CD/DVD is not enabled. Watch for the  “Press any key to boot from CD or DVD” message. On the "Install Windows" screen, make the appropriate selections for language, time, and keyboard, and then click “Next”. On the next screen, click “Repair Your Computer”. Do not click "Install now" In “System Recovery Options”, select which operating system you want to restore if any are listed. It will be blank in many systems with only one operating system. Click “Next”. The “System Recovery Options” screen shown below will open. Select “Startup Repair” or whichever option you wish to apply. System restore will give you the option to go back to a point before the faulty software was installed. (Fixes most windows update issues) Command Prompt is a more in depth fix which you can replace faulty .dll and registers by using this prompt, make sure you have the correct system drive in the command prompt i.e C:\ then type chkdsk/ r this will then run a scan of the system files and replace any damaged files with default windows files from the disk Once you have repaired your Windows OS you will most likely have to reinstall your Schneider application before normal operation is restored

Issue When installing SE7000/SE8000 Room Controllers to connect them to a BACnet MS/TP network, multiple issues can arise: Leaving the Room Controller's COM address at 254 (default value out of the box) will make the room controller undiscoverable by the front end. Choosing a Com address value between 128 to 253 will cause the front end system to convert the com address to 127, causing duplicates when working with multiple Room Controllers. Room controllers with COM address set to 0 will prevent the front end from discovering any devices Product Line EcoStruxure Building Expert, EcoStruxure Building Operation, Other Environment SE8xxx Room controller SE8000 Series SER8300, SE8300, SE8350, SE8600 Viconics branding VT8000 Series SE7000 Series Controllers, VT7000 Series Controllers, 7600, 7300, 7200 Cause Master devices, those who participate in the token-passing protocol, must be addressed from 1 to 127. Addresses from 128 to 253 are reserved for slaves who do not participate in the token passing; however, they can occupy lower addresses as well. Resolution COM address must be changed to a value in the range of 1-127.

Issue Windows installer fails to install an application Environment Microsoft Windows Server 2003 Microsoft Windows Server 2003 R2 Microsoft Windows XP Windows 7 Windows Server 2008 Windows Server 2008 R2 Windows Vista Windows 8 Windows 8.1 Windows Server 2012 editions Windows Server 2012 R2 Cause Errors with the Windows Operating system are preventing the installation from completing. Resolution Run the file at the link below on the affected PC:   https://support.microsoft.com/en-us/mats/program_install_and_uninstall

Issue Need a link to provide an easy way of uploading one or more files to PSS - Boston via the Schneider Electric Box server. Environment Schneider Electric "PSS - Boston" Box server folder Cause Many email services have a limit on the size of attachments. In many cases, large files must be sent to Product Support so that the support engineer can investigate a reported issue. Resolution Use the following form to upload the files associated with your support ticket. Please note that you must have an open support ticket with PSS - Boston before uploading a file. Files uploaded without a reference to a support ticket will be deleted. You may upload additional files by clicking the appropriate link at the end of the "Success" message.     Note: You might receive an error message despite your file still being uploaded

Issue After re-installing Open Minds HAS causes, the license no longer appears in License Administrator. Environment License Open Minds HAS 8.6   Cause Re-installing LifeKeeper may have affected License Administrator installation due to the Open Minds volume monitor. Resolution Re-install License Administrator. Licese will show and operate after re-installation.

Issue Unable to activate the AD-Link on a SmartX Advanced Display Environment SmartX Advanced Display AD-Link Android Cause Changes to license server made current AD-Link software inoperable Refer TPA-SBO-17-0009.00 for details about the issue Resolution The issue is solved in a new version of AD-Link To install a new version of AD-Link, there is a need to first uninstall the old version of AD-Link Go to the settings page on the SmartX Advanced Display Tap on "General" Tap on "Security" tab Tap on "Device administrators" Un-tick the AD-Link Uninstall the old AD-Link app   You will first need to uninstall the old version of AD-Link. To uninstall the old AD-Link you will need to un-tick the AD-Link in the device administrators tab,   In the settings page you will be able to go to the "General" tab and then "Security" tab, then "Device administrators"  In there you will see the AD-Link, untick it.  You should now be able to uninstall the old AD-Link app You will first need to uninstall the old version of AD-Link. To uninstall the old AD-Link you will need to un-tick the AD-Link in the device administrators tab,   In the settings page you will be able to go to the "General" tab and then "Security" tab, then "Device administrators"  In there you will see the AD-Link, untick it.  You should now be able to uninstall the old AD-Link app