Issue  To convert a 0 - 20 mA signal into an acceptable form to be used into a variety of controller types. Environment Sigma BAS Micronet X96 controllers X32 controllers IAC controllers Micronet controllers Cause Some controllers will not accept a 0 - 20 mA signals and therefore the signal must be converted. Resolution To achieve this conversion, please follow the instructions below. Install a 500 ohm 0.1% resistor in series with the 0 - 20mA signal. From across the resistor, take the signal to the controller . The Universal Input or Analogue Input should be set as a standard voltage input.

Issue The Remote Alarm Manager shuts down during use, or cannot be restarted. Environment Sigma BAS 2800+ Vista Micronet Remote Alarm Manager RAM Cause The Log.mdb file becomes too large, and uses excessive memory, this can cause the RAM Engine to shut down. Resolution The Log.mdb can record all system alarms, user actions and the actions that RAM is taking. This file will increase in size and has no restrictions on how big it can get. How fast it increases in size will depend on the logging requirements set in the configuration. This file needs to be managed, and this is achieved as follows: 1 - If the system is running without any problems, then this file should be deleted or renamed on a regular basis. To do this stop the RAM services and locate the Log.mdb record (For Sigma it is most likely located in Sigma\Data\Remote Alarm Manager), and delete / rename it. Restarting the RAM services will recreate a new file. 2 - Ensure that all logging is set to its most infrequent setting. The above screen shot shows the "Debugging" screen for the "GSM Modem" interface. In this instance, logging has been set to "Nothing", but there are four other options. 1 - Errors - Only errors are logged. 2 - Normal - Only low level information is recorded,. 3 - Detailed - More in depth information is stored. 4 - Verbose - All information is logged. If RAM is operating correctly, then choosing either Nothing or Errors, would be appropriate.

Issue Receive “Timeout while waiting for server to get ready” error when starting PCT Environment Project Configuration Tool, PCT Cause PCT can't reach DHCP-server from the virtual machine. Resolution To configure a portgroup or virtual switch to allow promiscuous mode: 1.Log into the ESXi/ESX host or vCenter Server using the vSphere Client. 2.Select the ESXi/ESX host in the inventory. 3.Click the Configuration tab. 4.In the Hardware section, click Networking. 5.Click Properties of the virtual switch for which you want to enable promiscuous mode. 6.Select the virtual switch or portgroup you wish to modify and click Edit. 7.Click the Security tab. 8.From the Promiscuous Mode dropdown menu, click Accept. Note: The setting on the portgroup overrides the virtual switch setting. For more information, see How promiscuous mode works at the virtual switch and portgroup levels (1002934).  

Issue Understanding and Troubleshooting Modbus Product Line EcoStruxure Building Operation, TAC IA Series, Other  Environment All Modbus environments. Cause Modicon first introduced Modbus in 1979. Modbus is an open standard,and it is the most widely used in the industrial environment. Modbus is publicly available and,due to its simplicity, many manufacturers use Modbus as a solution for integration in their own products. Many commercial products and systems support the Modbus RTU and Modbus TCP protocols. For further information, visit the Modbus website at http://www.modbus.org. Resolution For a brief understanding on Modbus and how to troubleshoot Modbus: Modbus Troubleshooting.pdf

Issue Users or engineers may be unsure of how to access the best support for issues with Smart Connectors, especially where site specific Smart Connectors have been developed, or believe the issue is with the underlying framework. Product Line EcoStruxure Building Operation Environment SBO/EBO and general integration projects Cause Unlike SBO/EBO, which is a standard EcoBuilding product that falls under normal technical support, the Smart Connector (formerly known as Mongoose) was developed by Schneider Electric Buildings Labs. As such the necessary level of specific Smart Connector expertise is not found within the technical support teams Resolution If using a Smart Connector developed specifically for a project created by a separate Integration Team within Schneider EcoBuilding, then it is always best to go back to that team with your technical issues. In all other cases, the best place to raise any questions would be on the SmartConnector Developer Forum: Here, questions can be raised and speak directly to the Software Developers who originally created the Smart Connector Framework.

Issue After removing software from a PC you leave behind unused / old registry's and also folders from the removed software, this in some cases will prevent you from reinstalling the software Environment Windows XP Windows Vista Windows 7 Windows 8 8.1 and 10 Windows Server 2003 Windows Server 2008 Windows Server 2012 Cause This is due to the windows uninstall program not fully removing all elements for the software you are removing, some of this is due to windows thinking you may have removed the software unintentionally and there for when you reinstall the software all your previous settings will still be saved, SQL is a good example of this as when you uninstall SQL the program folders that contain your database will remain intact. In some cases this can also be a bad thing as usually we remove the software and reinstall again as there was a problem with the installation, this is when a complete removal off all components and registry's is needed Resolution The best solution for removing all the unused registry's is to use a program designed to remove obsolete registry's and temporary files. Install the following program from the link provided, this program will allow you to clean up your PC by removing past installation components https://filehippo.com/download_ccleaner/ Also remove the relevant folders from within the windows explorer, Example: C:\Program Files (x86)\Continuum Once done you should then be able to install a fresh clean copy of your software. This solution is current in all versions of Windows including windows 10 Additional Information. Another engineer has commented as follows; Whilst I am a long-time user of CCleaner, I find that a program called "Revo Uninstaller"  www.revouninstaller.com really does a better job in removing redundant folders / files / Registry entries. I always use the 'Advanced' mode, and have never had any problems.  As I repair computers in my spare time, this is a tool which I often use:  Revo Uninstaller to remove unused software; CCleaner to get rid of all the Temp files etc and finally Defraggler to defragment the drives.

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 Technical support contact information for Design 360 and Studio 360 Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Other, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Design 360 Studio 360 Cause Design 360 or Studio 360 has issues requiring technical support assistance which is not provided by PSS. Resolution Schneider Electric Employees should contact PSS who will provide you with your Branch Administrator and Technical Expert contact information. Partners may contact Smartware directly for any support of the tool at: Email: techsupport@smartwaretech.com Phone: (716) 213-2222

Issue Faulty operation of BMS equipment due to electrical interference from other equipment can be difficult and costly to identify and fix.  Guidance is required for the best installation practices to minimize the source of the interference and to protect against it when it occurs. Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, OTHER, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC Vista Environment All electrical equipment Cause Poor installation can cause equipment to generate high and low-frequency electromagnetic interference that can disrupt the operation of other systems. Resolution Schneider Electric has produced a document Practical Installation Guidelines which discusses the theory and offers practical guidelines to protect against and minimize the generation of, electromagnetic interference.

Issue Remote Alarm Manager - What TCP ports are used? Environment RAM TCP Ports Cause Customers RAM Console is unable to communicate with the RAM Engine. Customer cannot communicate with RAM webserver. Resolution Remote Alarm Manager uses TCP ports 8090 and 8091 between the RAM Console and RAM Engine. Remote Alarm Manager uses TCP port 80, but also recommends this to be changed to 781 - 785 as defined in the settings page.  

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 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 After upgrading from Energy Expert (Power Manager) version 1.0 to 1.1 or newer, the licensing does not work anymore. Needing detailed information about Energy Expert licensing and how it works. Product Line EcoStruxure Building Operation, Other Environment Energy Expert (Power Manager) License Administrator SmartStruxure Power Monitoring Expert Cause There can be some confusion on what licenses are required to run Energy Expert. There are also differences between version 1.0 and 1.1 or newer licensing.  Resolution Energy Expert License In order to use Energy Expert you need to purchase an Energy Expert license before the Power Monitoring Expert (PME) 90-day trail license expires. It is important to remember that you will also need your normal SmartStruxure licenses to work along side Energy Expert (Workstation, Enterprise Server, etc) which need to be activated in the StruxureWare Building Operation License Administrator (How to activate, release and/or transfer a license in SmartStruxure). Note: The SmartStruxure temporary license (demo) is only for SmartStruxure software and does not include Power Manager. Energy Expert Version 2.0 Licensing and Upgrading If upgrading from a previous Power Manager 1.X site to Energy Expert 2.X, a new license(s) will be required. In order to obtain your new license(s), please follow the procedure found in TPA-EBO-19-0001.00 - EcoStruxure Energy Expert v2.0 License Upgrade.  Version 1.1 to 1.3 Licensing The part numbers for version 1.1 or newer are listed below. PSWPMNCZZSPEZZ - Base Power Manager license. PSWDENCZZNPEZZ - Power Manager entry range device license (to add devices to PME). PSWDMNCZZNPEZZ - Power Manager mid range device license (to add devices to PME). PSWSANPAZSPEZZ - Upgrade from Power Manager to full Power Monitoring Expert. Upgrading from version 1.0 up to 1.3 Acquire a new 1.X license by filling out the Power Manager 1.1 Upgrade Request form (same form used for a 1.0 upgrade to any version 1.1 or newer). This is a free upgrade.   After submitting the upgrade request, you will receive an email with your new activation ID(s) within a couple of days.  Once the new activation ID(s) have been received, the software upgrade can take place. Simply follow the "Upgrading..." section of the Power Manager Integration Manual. Version 1.0 Licensing The part number for this license was SXWSWSPMUL0001. This license will allow you to use all of the Power Manager features and no additional EWS licenses need to be purchased. Activating a License Once you receive your Activation ID for a Power Manager license, it can be activated in Floating License Manager. For more detail on license activation see the Power Manager Integration Manual. Go to the Start menu, Schneider Electric > Floating License Manager Click Activate to open the Activation Method dialog. Select By web and click Next. Enter the Activation ID value, select Specify from the dropdown list for Seats, and then enter 1 for Count, and click Next. Specify your email address, choose a location where the request file can be saved, and then click Next. Click Yes if none of the software products are controlling your production systems. Click Finish.

Issue With the offering of EcoStruxure Energy Expert (formerly Power Manager) for SmartStruxure there can be confusion on the difference between it and Power Monitoring Expert also referred to as PME. Product Line EcoStruxure Building Operation, Other Environment SmartStruxure EcoStruxure Energy Expert (formerly Power Manager) Power Monitoring Expert (PME) Cause Since EcoStruxure Energy Expert (formerly Power Manager) is an offering that combines EcoStruxure Building Operation with Power Monitoring Expert, there tends to be some confusion on what exactly EcoStruxure Energy Expert is and how it is supported. It also seems that the similarities of the names causes confusion. Resolution Definitions EcoStruxure Energy Expert (formerly Power Manager) for SmartStruxure - This solution is an engineered solution that combines two Schneider Electric software systems: Ecostruxure Building Operation (EBO) and StruxureWare Power Monitoring Expert (PME). Energy Expert utilizes EcoStruxure Web Services (EWS) to be able to share data between the the two different SmartStruxure software platforms. The tools that Energy Expert uses to complete the connection between EBO and PME include the ETL Tool and the Integration Utility. EcoStruxure Building Operation (EBO) - Schneider Electric's premier next generation building management system (BMS) software that powers SmartStruxure solution. Providing integrated monitoring, control, and management of energy, lighting, HVAC, and fire safety, it turns system data at the automation level into valuable business information at the management level. StruxureWare Power Monitoring Expert (PME) - This is a complete, interoperable, and scalable supervisory software dedicated to power monitoring that enables you to maximize operational efficiency, optimize your power distribution system, and improve your bottom-line performance. Real-time monitoring and alarming helps you to avoid critical conditions that can cause equipment failures and downtime. It also helps you to track consumption and the cost of power, gas, and other resources, and allocate costs by building. EcoStruxure Web Services (EWS) - This is the Schneider Electric standard for sharing data among various SmartStruxure software platforms to facilitate the creation of EcoStruxure solutions. EWS is based on conventional Web Services technology (SOAP, WSDL) and provides a way for solution architects and solution development teams to build solutions that require data to be shared among different SmartStruxure software platforms. ETL Tool - The function of the ETL is to connect to the EcoStruxure Building Operation EWS Enterprise Server or Application Server, extract select historical data (Trend logs), and insert that data into the Power Monitoring Expert database. Integration Utility - This tool shortens days of manual integration work into minutes. It brings the Power Monitoring Expert (PME) dashboards and reports into EcoStruxure Building Operation (SBO) via an EcoStruxure Web Services (EWS) connection.  For more information see the Energy Expert - Design Guide which can be downloaded off of the The Exchange.  EcoStruxure Energy Expert (formerly Power Manager) System Flow and Support Teams Corresponding Product Support Groups EcoStruxure Building Operation (EBO): EcoBuilding Product Support EcoStruxure Energy Expert (formerly Power Manager) for SmartStruxure: EcoBuilding Product Support or PMO Support (depends on where the issue resides; either in PME or in EBO) StruxureWare Power Monitoring Expert (PME): PMO Support

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 Where can we find the LON xif files for SE72xx, SE73xx, SE76xx controllers? Environment SE7200 / SE7300 / SE76000 Cause xif files are needed for LON applications. Resolution All LON related files for these controllers are available for download on The Exchange Download Center:   XIF files and plug-ins Resource files (DRF kit)

Issue Printer Use with Emergin Software Emergin Software worked fine until I/NET 2000 was upgraded to I/NET Seven. Now the printer starts to print the Events and Alarms vertically instead of horizontally. Environment Emergin Software I/NET Seven upgraded from I/NET 2000 Cause Upgrade process requires that the COM port be added back again following the upgrade. Resolution Remove the COM Port from the Device Manager Reboot the PC so that it rediscovers it or re-adds it back again Restart I/NET Generate an Alarm and verify that it works correctly. If for some reason this does not work: Verify that you have the latest Emergin Build that is compatible with I/NET Seven, then try it again. You would have to go to the Emergin Website to get this information at www.emergin.com.

Issue I/NET to DVR interface communications port Environment TCP/IP Cause A firewall may prevent communication between a PC and the DVR Resolution Integral DVR communicates on port 18772.

Issue Some helpful basic IP commands. Product Line Other Environment Computer with IP NIC or Network Cause Need for basic IP configuration or IP address Resolution Go to start, click run and type in "cmd". This takes you to the command prompt. Type in: "ping xxx.xxx.xxx.xxx" to see if your device is online and its response time. Make sure you put the space between "ping" and "xxx". "ipconfig" and hit enter to get the info of the computer you are currently using. You'll get the IP address, subnet mask and the gateway. "ipconfig/all" and hit enter to get more info on the machine your using. It will give you all the above and then some including the DNS server addresses. "tracert xxx.xxx.xxx.xxx" and hit enter and you can see the servers that you are going through to get to your destination. This can be used when connecting to a Loytec or a iLon and the IP address is being presented to the L-IP or iLon is unknown. Connecting through a firewall/gateway/NAT server, you are not presenting the PC's address - when you do the tracert you will go through your gateway and the next address will be the IP you are presenting- Use this in the iLon as the LNS server address.

Issue What is the proper way to enter data in ID Works and print a badge? Product Line OTHER, TAC INET Environment ID Works I/NET Seven Cause Enter data properly to avoid losing data or having to redo personnel entry. Resolution Log into the ID Works Program Default user name is lowercase admin Default password is lowercase admin Choose the badge project for the card you are going to print. If you do not see the Project in the window area, select the "More Projects" button to see the complete list of projects. Once you choose the project, a window will pop up for you to log into the ID Works Project. You have a choice on how to log in. You can either choose to check the box next to "Use Trusted Connection" or under the "INetThirdParty" Login ID the password is lower case passinetdb3p. Typically, select the “Trusted Connection” option. This is a view of the Sample project that is on the I/NET Seven CD under the "Support" file folder on the CD. Next fill in all the information listed on the Production Form including taking the photo. Now that you have filled in all the info and took the picture, it is time to print the badge. On the Bottom ICON Task Bar, the second ICON in going from left to right is the "Print ICON." Before you actually print the badge, make sure the Blank cards that are in the printer magazine are the correct ones. Once you verify that the correct blanks are in the printer, and then depress the Printer ICON with the mouse. Printing the badge will also save the information in the I/NET Seven system and the ID Works system. There is NO need to save the info first, and then print the badge. Now that you still have the information in the Production Form on the Screen, DO NOT choose the RED X on the Top ICON Task Bar to clear the page. If by accident you do choose the RED X, you will get the following pop up window. DO NOT CHOOSE the YES BUTTON, if you do, you WILL DELETE ALL THE INFORMATION AND PHOTO you just entered in the I/NET Seven System and the ID Works system. If you find yourself in this situation, you NEED TO CHOOSE the NO BUTTON, doing this choice WILL NOT DESTROY ANY DATA. In order to refresh the project, go to the Top Task Bar and choose the "FILE" option. In the drop down list choose the "Close Project" option. Then select a new Project for the next badge, this process will open a new clean Production Form to fill out.