Issue How to estimate the thermal load (BTU/hr) that your controllers and equipment will produce. Environment All electrical equipment. Cause Need to know what the thermal load of our equipment will be for calculating air conditioning capacity. Not all of our equipment has this information provided in data sheets. Resolution It is possible to calculate the thermal load based on the power consumption of each device. See here for an online calculator. You can calculate the BTU/hr using the following formula. BTU/hr = Power (W) * 3.1412141633 As an example, looking at the Continuum AC-1 I/O module's datasheet, we see that it consumes 2.6W without the attached reader (you would need to add the power from the reader as well if it is being powered by the AC-1). Which gives us; AC-1 = 2.6W * 3.412141633 = 8.87 BTU/hr Use this same calculation for any other devices that you require the thermal load for.

Issue User has a backup of my files that they have restored onto a new workstation PC but now they are unable to edit the files.  For example: A Continuum graphic needs to be edited and cannot save changes but can save as a new graphic. Environment Window OS Windows XP Windows 7 8 8.1 10 Windows Vista Cause This is caused by Microsoft Windows OS. Windows will automatically make a file "Read only" if it has been moved from another PC  Resolution The solution is to change the files back to read / write. Example: Open Windows Explorer and find the folder you want to change, for this example it is "Continuum graphics." Right click on the folder and select properties, which shows a tab that will be ticked next to "read only" deselect this tab and then select apply. Once windows has finished changing the folder and its contents to read/write the user will be able to go into continuum and edit graphics.

Issue Are there any bi-directional flowmeters available in our meters offer? Environment Kamstrup Flow meter Cause Product application request Resolution Unfortunately there is currently no such meter available in our portfolio. 

Issue Where can the Zelio relay family be ordered? Environment Zelio relay Cause Unable to order through Schneider Electric Buildings organisation. Resolution The Zelio relays are available through the Schneider Electric Power business organisation. Please contact the regional Schneider Electric front office for more information.

Issue Upgrading a UNC 196 outstation. Environment UNC 196 296 Upgrade Cause Customer wishes to upgrade his BAS outstation to a Sigma controller. Resolution To upgrade the outstation the following cards will need to be replaced. Comms/CPU Card Power Supply Card. These can be purchased together as an S-x96-UPKIT If the outstation also contains a Maximum Demand card, this is replaced by a Digital Input card (S-UNC-DI).

Issue Cannot find manual service pin location Environment Schneider Electric SE76xx, SE73xx and SE72xx Viconics VT76xx, VT73xx, VT72xx Ready7 Commissioning Neuron ID Lonworks ID Service Pin message Cause The Service PIN is used to identify the device at commissioning. There is not a visible service pin button located on the Viconics device. Resolution A Service Pin will transmit the program ID and the Neuron ID (LonWorks Unique ID) contained in the device to the commissioning or service tool. The Status LED will blink when the device accepts the Service PIN command. VT7600 device - Press simultaneously the “Yes” button and the “No” button located on the keypad interface VT7300 and 7200 device - Pressing simultaneously the “Up” button and the “Down” button located on the keypad interface.       Additional Information on Viconics VT7600 series can me found in this Viconics Lon Integration Manual. Additional Information on Viconics VT7300 and VT7200 series can me found in this Viconics Lon Integration Manual.

Issue What is SiteStat and where can I find documentation on this product? Is the SiteStat hardware supported by the Schneider Electric repair department? Environment SiteStat Cause SS-SCI controller has failed and a repair or replacement is needed. Resolution While the SiteStat product line is no longer sold or supported by Schneider Electric, a compatible replacement for the SS-SCI controller is the SS-NT-SSA16/CLK which is available on iPortal. https://ecobuilding.schneider-electric.com/search#keyword/SiteStat/tab/documents

Issue Where can information on programming and configuring the AC256 line of controllers be found.  Environment AC256 AC8 AC4+4 Cause Although the AC256 line of controllers has been discontinued, there are many live systems still in existence which need to be supported. Resolution The AC256/AC8 Configuration and Programming Student Guide can be found here.

Issue DUI-5N Digital Input Expander Module Environment I/A Series Micronet LON and BACnet controllers Cause Third party product which Schneider Electric Asia Pacific ( Invensys Building Systems) used to carry.  Resolution Schneider Electric no longer supplies this third party product. This product is manufactured by Barcol Industries in Taiwan. Anyone requiring this part should contact Barcol Industries directly. Contact Mr. Alex Lung at alex_lung@barcol.com.tw.    * Schneider Electric does not provide support or warranty for this product, all support requests should be directed to the  manufacturer. An equivalent product which expands an universal input on an I/A Series MNL or MNB controller to 5 digital inputs is the BCS-DUIC-5P. This is also a third party product and is available from Schneider Electric Rockford. 

Issue Is it possible to configure a SE7200F5545E to be used with an external CO2 sensor input? Environment SE7200F5545E SCD110 Cause Customer requesting a CO2 input and read out of CO2 value. Resolution Unfortunately this is not an option on the SE7200F5545E controller. See SE7600 series where this might be possible in some applications.

Issue When swiping a card in front of the reader, there should be a beep indicating that the reader has read the card. There is no beep. Environment HID Reader Cause There are 2 reasons for this issue: The beeper is disabled thought a default configuration when the card is shipped The beeper has failed Resolution Short the beeper wire (yellow) and the GND wire (Black) when the reader power on If there is a beep, that indicates that the beeper can work but is disabled. Ask the manufacturer to send a configuration card to enable the beeper 3 seconds after reader power is on If shorting the beeper produces no sound, the beeper has failed. Send the reader to repair and replace it with a new one.

Issue Error message displayed when booting the Network 8000 HOST computer indicating that the DOS file system cannot be initialized or a message displayed indicating that QDOS file is busy.  If these type of messages are displayed while the HOST system is booting, the DOS applications including PSI will not be available from within the HOST system. Product Line Other, TAC IA Series Environment Network 8000 HOST Software versions 6.x or 7.x Cause During bootup, the HOST software initialization checks for the presence of a PC-DOS partition on the computer's hard drive. If this PC-DOS partition is found, the command files needed to access PC-DOS are created or modified based on the partition number containing the PC-DOS operating system.  If the system is physically rebooted by power cycling or a power fail occurs, one or both of the PC-DOS control files may be left in an unusable state. Resolution The following steps can be used to correct this issue. Exit the Host by entering a q at the Host Login. At the QNX Login enter superman for both user and password. At the $ prompt enter the following four commands, pressing the Enter key at the end of each command: chattr /cmds/start_dfs s=-b chattr /net_8000_cmds/mount_xdos s=-b frel / cmds/start_dfs frel /net_8000_cmds/mount_xdo Re-boot the HOST

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 MultiTech MT5656 serial modem codes. Environment BAS2800+ MultiTech Modem Control codes 5656 Cause The MultiTech MT5600 is no longer available and is replace by the MT5656. Resolution The Multitech MT5600 modem has been made obsolete and has been replaced by the MT5656. We have experienced communication problems when mixing these two models of modem. It has been found that the most consistent and reliable AT codes for the Multitech MT5656 modem when communicating with an MT5600 modem connected at the BAS 2800+ front end are:- AT&F0 ATS0=1 ATE1 AT\N5 AT%C0 AT+MS=V34,1,300,9600,300,9600 AT&K0 ATQ0 AT%E2 ATX4 AT&D3 ATM0 AT&W0 AT&W1 Note: If any of the remote sites are using an MT5600 modem then the BAS 2800+ front end modem should always be an MT5600. If a replacement modem is required at the front end then it is recommended that one of the remote sites MT5600 modem is replaced with an MT5656 modem. This will release the MT5600 modem for front end duty. If the whole installation consists of MT5656 modems only, there are no known communications issues. When manually connecting from either front end or remote site a connection was established successfully every time.

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.