Issue In Access Expert's 'View All Hardware' window, the status of controllers does not update. For example, controllers say 'Online' even though they are actually 'Offline' and vice versa. Live Monitoring window does not show disconnect/online events. Seq log shows error: Failed to Publish event.Moniker:MonikerItem {"Namespace":"MercuryServiceEvents","Nickname":"mercury:15-12-1"} Product Line Access Expert Environment Access Expert Premise Software Cause Enterprise Administrator group, under root, is missing permissions for Mercury service. Resolution Log into the Root instance, edit the Enterprise Administrator group, in the "Event Types" tab, make sure permission is granted to the Mercury Service and Mercury Commands

Warning 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 Introducing a previously commissioned Continuum IOU module such as an AC-1 to an Access Expert or Security Expert site can cause communication issues in the LON bus due to duplicated node id. Product Line Andover Continuum, Security Expert, Access Expert Environment Continuum AC-1 Continuum Net Controller Continuum Net Controller II Access Expert Controller Security Expert Controller Cause When IOU modules are commissioned in a Continuum system, the Net Controller assigns each module a Node ID, this is in addition to the LON Module ID that is unique to each module hardware, the purpose of the Node ID, is to decouple the identifier used by Continuum for communication from the specific piece of hardware, this in order to facilitate the replacement of a failed module without the need to change its Continuum identifier. The module stores the Node ID in nonvolatile memory so that it persists across power loss. If a Continuum IOU module is introduced to a LON network (Security Expert SP-AC1 or Access Expert AX-SSC) without clearing its Node ID, there is a risk of creating a duplicate Node ID condition that will prevent the LON network from operating properly. IMPORTANT This should not be an issue during the normal transition of Continuum site to Security Expert or Access Expert, as all the modules on the running LON bus should have unique Node IDs, this is only a problem when adding a module, or replacing a module with one that has been used before. Resolution In order to signal its presence on the LON network, each module will transmit on resetting its status network variable. If upon receiving this message, the Net Controller determines that the module is NOT in its local database, the controller will decommission the module by setting its Node ID to zero. Before introducing a Continuum IOU module that has been previously commissioned to the LON network of an SP-AC1 or SX-SSC controller, decommission the IOU module using the steps below: Attach the module to an empty Net Controller that is powered down with its battery removed. For a Net Controller II, in order to be absolutely sure that the Net Controller has an empty database, you may need to clear its backup in flash from a browser or by the use of the reset IP switch. See LL on how to use the controller's reset IP switch to clear its flash backup https://community.exchange.se.com/t5/Building-Automation-Knowledge/How-to-clear-the-controller-flash-backup-from-the-hardware-using/ta-p/5877 Power up the Net Controller Once the CPU led on the Net Controller starts blinking, press the 'Reset' button on the IOU module. Wait 30 seconds to make sure the decommissioning process has completed. Power down the Net Controller Remove the IOU module

Issue Need to upgrade V3 Access Expert On Premise software to the most current version in order to gain additional functionality. Product Line Access Expert Environment Access Expert Premise Software V3  Cause It is unclear how to upgrade the Premise V3 software to the most current version of V3. Resolution Access Expert Premise Upgrades now require an SLA to obtain the actual software. Please contact your Sales and/or Security Contact for more details. Both the Access Expert (AX) Premise Server and Client Software need to be upgraded in order for additional features to work. Please note that you will experience issues if your AX clients do not match the AX server version. Take a backup of Mongo database (See MongoDB Backup section located here: https://community.exchange.se.com/t5/Building-Automation-Knowledge/Backup-and-Restore-MongoDB-for-Windows-for-Access-Expert-On/ta-p/583) Ensure ALL Windows Updates are completed. Capture screenshots of software installed on server. This can be done by navigating to Control Panel > Add/Remove Programs. It is imperative that you capture the following software and their versions: Access Expert Keep MongoDB SEQ At the writing of this, AX 20.3.1 is the latest. Please check this link to see if there is a new release. Once you have the software downloaded, there will be seven (7) files in the folder: Right-click on “Feenics.Keep.Installer.exe” From there, follow the steps from the Keep by Feenics On Premise Deployment Walkthrough starting from page 8 through page 18.  Note: You must be logged into the Feenics website to access the link in this step.  Navigate to https://www.feenics.com/training/ to login and then click the link above in this step. After a successful installation, click on the “Setup_AX.msi” or “Setup_AX.exe” file to install the latest On Premise client for customer machines. If you run into any issues, please contact Product Support and Services by submitting a case here: https://www.nampss.com/ If you require assistance or would like Schneider Electric to perform this upgrade for you, you can submit a request for that here: https://www.nampss.com/apps_request.php

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 When transitioning Continuum access control to Security Expert or Access Expert the Continuum power supply may need to be configured for auxiliary IO power mode.  Product Line Security Expert Access Expert Environment Continuum AC-1 IO Module Security Expert Controller Access Expert Controller Cause The UPS versions of the 120/240 AC Continuum power supply include two status signals that are meant for use by a CPU module. When connecting directly to an I/O module you must disable these signals. If signals are left enabled they will cause communication issues between the AC-1 IO modules and the Security Expert or Access Expert controller. Resolution This applies  ONLY to the UPS models of the Continuum power supplies (PS 120/240 AC 50-U, AC 65-U and AC 85-U)   Remove power from the unit. On the Continuum power supply, press both cover removal tabs inward simultaneously and pull up. Locate the Mode switch using the diagram below. *** With the tip of a small screwdriver, carefully slide the switch to the AUX position. Replace the cover.   NOTE: On older versions of the power supply, instead of a switch, two jumper components must be removed from the printed circuit board.  

Issue Running Feenics applications on a Windows PC that is not server-based. Product Line Access Expert Environment Access Expert Premise Software Server 2016 Server 2019 Cause If running a Hosted Instance or on a Premise then a Windows 7 Client Workstation may be used but is not recommended nor supported.  We ask that you use Windows 10 for Hosted clients. However, if your solution is a Premise install, then the Windows Server must be a Server operating system.  If you have set up a Premise install on a Windows 7 PC and it works, please note that this is not a supported application and will not be supported.  You must upgrade your machine to Windows 10, Server 2016, or Server 2019. Resolution Only use supported Windows Operation Systems such as Server 2016 or Server 2019.

Issue How to setup OSDP Readers on Access Expert Product Line Access Expert Environment Access Expert Hosted Software Access Expert Premise Software Cause Clear recommendations and instructions needed for the process Resolution OSDP Readers with Access Expert Overview OSDP stands for Open Supervised Device Protocol. It is the replacement of the older clock and data style and Weigand protocols that have been used across the industry for many years.OSDP is based upon an industry-standard from SIA (Security Industry Association) and has various levels.  The original version was called OSDPv1 which was followed by OSDPv2 then Secured Channel Communications was added to OSDPv2. This document will address how to add an OSDPv2 and/or OSDPv2 Secured Channel reader to an Access Expert system. As we move more into a data secured and encrypted environment, it is recommended that all deployments be installed based upon OSDPv2 at a minimum.  More information on OSDP can be found at https://www.securityindustry.org/industry-standards/open-supervised-device-protocol/. When compared to Weigand, OSDP offers various technological advancements with the increased level of security being one of the key benefits associated with OSDPv2 Secured Channel. More Security: OSDP v2 with Secure Channel protects readers against hacking using AES-128 encryption and OSDP constantly monitors wiring to protect against tampering. OSDP helps overcome the growing threat of “man in the middle” attack. More Functionality: OSDP uses fewer wires, allows for multi-drop installation, supervises connections to indicate reader malfunctions, and can disable the reader automatically when removed from the wall. Bidirectional communication: OSDP supports bidirectional communication. This means that the reader configuration can be set at the software and then sent to the reader via the intelligent controller More Interoperability: Using OSDP enables communication among different manufacturers' devices. More Consistency:  Not only does OSDP provide a concise set of commonly used commands and responses, but it also eliminates guesswork since encryption and authentication are predefined. Ease of Use: Low cost of implementation on an embedded device and simplification of the encryption and authentication process. Most readers come with both Weigand and OSDP support already available. Reader Wiring & Prerequisites Prerequisites: Readers wired for OSDP Readers that support OSDP HID Mobile Reader Manager App (iTunes or Google Play) HID Reader configured for OSDP and addressed It is possible to deploy OSDP readers on Access Expert without using the HID Reader Manager App provided you are not “stacking” readers on the same controller port.Stacking is a process of putting multiple readers on the same controller and the same port. If stacking is being used, the HID Reader Manager App will be required to set the 2 nd readers' address. As an example: Application Need Reader Port 1 Reader Port 2 Parking Garage The project will have 2 Parking gates where each will have dual readers Reader 1 on Port 1 is set to address 0 Reader 2 on Port 1 is set to address 1 Reader 1 on Port 1 is set to address 0 Reader 2 on Port 1 is set to address 1 When deploying OSDP, the reader and port address designation for each reader port will default to address 0. This means you can deploy a system without using the HID Reader Manager App provide only a single reader is being used per controller port. Note that the AX-MR62e supports a total of 4 OSDP readers but only has a single reader port. This means the HID Reader Manager App is needed to set the addresses accordingly for readers 2 through 4.   OSDP wiring is different from what most installers are accustom to. Rather than Weigand which takes 6 wires to the reader, OSDP is an RS-485 connection where 2 wires are used for data, and 2 are used for power as noted in the images below. These pictures show an HID R900 reader is connected to an AX-MR52-S3 controller for OSDP. The same wiring method is used when deploying OSDPv2 Secured Channel.  No additional wiring is needed for the reader to pick up additional signals such as Reader Tamper alarms.   Adding OSDP Readers to Access Expert To Add an OSDP Reader to your Access Expert system: Open the desired downstream controller or right-click the downstream and select Add OSDP Reader. Click “Add OSDP Reader”. Enter the Reader Display Name. Select the Address.  This field will default to 0 or 1and represents the controller port. Complete the Reader Information for the other fields similar to how a traditional Weigand Reader is configured. Click "Save & Close".   Take note of the Addressing being used on your system. The address is the Controllers Port address while OSDP Address is the Readers address and will vary when Stacking is being used. At this point, the OSDP reader is added to the Access Expert system without Secured Channel being enabled. Leaving the Assurance Profile to None and using the Default Baud Rate settings will leave the reader connected to the system without using the Secured Channel. It is recommended to set up as default first then enable Secured Channel.  OSDP readers have many of the same fields as a Weigand reader so the setup processes will be similar. Assurance Profile: This is used only by PIV class cards for FIPS deployments. Use Default: Using the default sets the Baud Rate to 9600, the address to 0, and does not use a secure channel. Use Secure Channel: To leverage the extra security that comes from OSDP readers, it is best practice to turn on a secure channel. Baud Rate: Because OSDP readers have bi-directional communication, the downstream and the reader need to be using the same rate of the communication (baud rate). Make sure this is set according to the reader's needs. It is recommended that 9600 be used for OSDPv2 and that Auto Negotiate be used for OSDPv2 Secured Channel. OSDP Address: Multiple OSDP readers can be connected to the same reader port on a controller. As an example, the MR-62E supports a total of 4 Readers on the controller but nly has one reader port.  When this is done, each reader on that port needs a unique address and is set in the HID Reader Manager App. Setting up OSDPv2 Secure Channel The reader must first be configured as an OSDP reader in Access Expert to be successfully configured for Secure Channel communications. Right Click the Reader and select View Live Monitoring. This will allow you to monitor the reader communications as you enable Secured Channel.   Check the "Use Secure Channel" option. Set baud rate to auto-negotiate. Click "Save" The reader will show as offline in the hardware tree. From the Reader setup page, Click Actions then Select Start Linking mode. The linking mode is automatic, and the process can be monitored from the Live Monitoring page. The reader will negotiate the secure communication with the controller and come online. With Secure Mode, if the Reader Tamper is in alarm, the reader will not process any card reads by design. How to - Remove Secure Channel on an OSDP reader At some point, you may need to remove an OSDP reader which has been connected to a system via Secured Channel. Uncheck Secure Channel. Click "Save". From the "Actions" drop-down menu, select "Send OSDP Command". Select the Manufacturer. Choose "Set Install Mode". Click "Execute". The LED on the reader should blink green once completed Note: The 'Send OSDP Command' modal has several OSDP Command options so make sure you are selecting the correct manufacturer and command. How to - Know if a reader is in Secure Channel There will be an event indicating the reader mode changed to card only after the start linking mode command. As the reader comes on/offline, you will notice an event/message that says “OSDP Secured Channel for, Reader Name, is Enabled but not Online or Encrypted” and “OSDP Secure Channel for, Reader Name, is Online and Encrypted.”

Issue Getting error 'One or more errors occurred' when transitioning Continuum access control related objects into AX sub instance.   In the screenshot above, the tool is attempting to transition objects into the PSS sub-instance under the root instance.   Product Line Access Expert Environment Access Expert Premise Software Access Expert Hosted Software Cause The transition tool GUI is misleading in terms of where specific information should be entered.  Resolution Due to an issue in the tool, only the instance field should be populated, in the case of a sub-instance specify the name of the sub-instance in the 'Instance' field.  

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 for assistance. Issue Sometimes as an administrator, you may need to kill a service which is stuck at starting or stopping in order to avoid having to reboot a server in the middle of the day. Or even after the reboot, the service will not start. Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Licensing Server Security Expert Windows Services Access Expert Windows Services (on-premise only) Cause Sometimes the service times out and gets stuck in a loop due to fallback protocols within the service Resolution Find out the name of the service To do this, go into services and double click on the service which has stuck.   Make a note of the “Service Name”. Find out the PID of the service Open an elevated command prompt and type in: "sc queryex servicename" (where servicename is the name of the service you obtained from Step 1). Make note of the PID Kill the PID From the same command prompt type in: "taskkill /f /pid [PID]" ( Where [PID] is the service number).   If it is successful you should receive the following message: "SUCCESS: The process with PID XXXX has been terminated."     Be careful of what you are killing though. If you kill a critical windows service you may end up forcing the machine to reboot on it own.   If the service returns back into this state you may need to increase the time allotment for the service to start.   Global (entire system): Open Windows Registry: Start -> Run -> regedit.exe File --> Export --> make a backup of the current registry Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\ Right click on the right page ---> New ---> DWORD call the new DWORD "AutoStartDelay" Set AutoStartDelay in milliseconds (decimal). E.G. 240000 is 240 seconds. Per-service: Open Windows Registry: Start -> Run -> regedit.exe File --> Export --> make a backup of the current registry Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\<servicename> To increase the default delay of 120 seconds, right click the registry key and add new key AutoStartDelay (DWORD (32-bit)) Set AutoStartDelay in milliseconds (decimal). E.G. 240000 is 240 seconds.

Access Expert Bosch Appliance

Issue Unable to connect to Access Expert as the Feenics Mercury Service stops and will not restart after a system reboot. Product Line Access Expert Environment Access Expert Premise Software (AX) v3 Cause If the Mercury service is failing to start the most common issues are: Service Administrator password was changed Feenics API is not running The OS (Windows) may still be performing some background activity that might slow down essential system functionalities Resolution Service Administrator password was changed: Update the password within these configuration files to match the new admin password c:\program  files (x86)\feenics\web api\settings.conf c:\program files (x86)\feenics\mercury service\settings.conf Feenics API not running: Check the API by opening the Internet Information Services and checking to make sure the Feenics website is running. Make sure the default site is not running. You can also check the bindings on the website Port 80 and binding of '*' The OS (Windows) may still be performing some background activity that might slow down essential system functionalities: Open Windows Registry: Start -> Run ->   regedit.exe File --> Export --> make a backup of the current registry Navigate to  HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\ Right-click on the right page ---> New --->   DWORD call the new   DWORD   " AutoStartDelay "  Set   AutoStartDelay   in milliseconds (decimal). E.G. 240000 is 240 seconds.               

Issue Need to setup communication for an on-premise setup to use HTTPS Product Line Access Expert Environment Access Expert Premise Software v3 Cause HTTPS is the secure method of communication and is not enabled by default Resolution Create a certificate request or create a self-signed certificate from IIS Manager Click on the server then click on Server Certificates If creating a request, you will need to send it to your DNS registrar to complete it. Once this is done enter the code they provide in the "complete certificate sections" Create the HTTPS binding on the website binding page and specify that certificate In the 'Host name' field in the binding, enter the fully qualified name of the computer where the On Premise server is running, you will then need to specify this host name in the 'Server Address' of the client to login to AccessXpert (see screenshot below)   Note: This is a customized setup and can vary in a multitude of ways. Should you come across issues installing the certificate or setting up HTTPS, please contact your local IT team for the instance you're working on as they will have a better understanding of your network and certificate practices.

Issue SSC or EP1501 is bouncing offline and online Product Line Access Expert Environment Access Expert Controller Cause Not configuring the DNS suffix or misconfiguring the DNS IP or DNS suffix, may cause Access Expert to lose connection to the controller. Resolution Add in the DNS IP and DNS suffix for a local DNS server DNS resolution issues can happen when using a site’s internal DNS. It is recommended to use Google's DNS of 8.8.8.8 to resolve any names to our hosted servers. Per the documentation https://support.feenics.com/hc/en-us/articles/360019852374-Mercury-Controllers See the “Configuring a Controller for IP Client” section Note: You will need your Feenics login credentials. If the 2 options above do not correct the issue, increase the retry interval to 20 seconds. (5 is the default) If needed, as a test, configure a controller with the Host IP field as connect.feenics.com This will reach the V3 US stack

Issue Using an EP1501 as a controller and unable to add reader one. Product Line Access Expert Environment Access Expert Server 2012R2 and above Cause Using an EP1501 as a controller as well as a card reader controller. Resolution To resolve the issue, please follow the steps listed: Wire the RS-485 bus to reader port 1, Clock and Data Wire the reader being used on port 2 When programming the reader on the device, it needs to be added as Reader 1 The Door Address needs to be set as 0 as well

Issue Access Expert On-Premise setup needs procedures and tools to backup and restore the database Product Line Access Expert Environment Access Expert Premise Software V3 MongoDB Cause The procedures for backing up and restoring the MongoDB is documented online at the link below. https://docs.mongodb.com/manual/tutorial/backup-and-restore-tools/ However, these instructions do not outline how to use the commands (mongodump and mongorestore) within the Windows OS environment using specific examples. Resolution The following procedures are designed to fill in the gap for Access Expert administrators who need to do manual MongoDB Backup and Restore. These procedures assume that Access Expert V3 has been installed and is functioning normally. You will need 2 separate Command Prompts, run as Administrator, open for these procedures. Mongo DOS Shell to attach to and run commands within MongoDB environment Standard DOS Shell to run the Mongo backup and restore commands MongoDB Backup Ensure MongoDB service is running (Start> Run> services.msc) Open a Command Prompt as Administrator (referred to as the Mongo DOS Shell) Type mongo (command) Type show dbs (command) - shown above, to give a list of the dbs available) If the MongoDB service is "Running," but the client cannot connect when typing mongo, it's probably because the path to the mongo bin folder hasn't been added to the PC's environment. To Add a local path locations variable to a PC environment https://docs.microsoft.com/en-us/previous-versions/office/developer/sharepoint-2010/ee537574(v%3Doffice.14) Ex. C:\Program Files\MongoDB\Server\3.6\bin (This will vary based on the version of Mongo) Open another Command Prompt as Administrator (Standard DOS Shell) Use the CD command to navigate to where you would like the backup files to be created Ex. C:\Data mongodump (command) The mongodump command creates the dump folder with admin, Keep, Signalr subfolders MongoDB Restore In the (Mongo DOS Shell) Prompt show dbs (command) use Keep (command) (Case sensitive) db.dropDatabase() (command) Use the Command Prompt as Administrator (Standard DOS Shell) mongorestore (command) The window should indicate "Finished Restoring Keep.Events," "done" and RESTORE COMPLETE If there are “E11000 duplicate key error collection” Keep.Events errors, it’s because the collection events are already in the folder and need to be deleted first.   Steps to correct the E11000 duplicate issue: (Stop the service, delete and recreate the DB folder, restart service) Right-click on the MongoDB service and Stop (you can’t delete files while the service is running) Delete C:\Data\db folder (not the Data, only DB) MANUALLY CREATE THE DB FOLDER - Right Click > New Folder and name it DB Restart the MongoDB service - this creates the necessary files in the DB folder Once these steps have been done, rerun the mongorestore command mongorestore (command) Verify that users can log into Access Expert with this database

Issue What is the procedure for moving the Access Expert DB to another hard drive on the host machine. Product Line Access Expert Environment Access Expert Premise Software v3 MongoDB Cause There is no longer enough space on C:. The database must be moved to another drive. Resolution Take a backup of the MongoDB database Ensure MongoDB Service is running Connect to MongoDB via Command Prompt run as an administrator Use the cd command to change Command Prompt to the directory where Mongo is installed Example "cd  C:\Program Files\MongoDB\Server\3.6\bin" Type Mongo and press enter Type "show dbs" and press enter to show a list of the databases Open a second Command Prompt session run as administrator Use the cd command to change the file path to where you want to store the backup Example  "cd C:\Data" Type Mongodump and press enter to start the backup process Once the backup is completed, stop both the Mongo DB and the Feenics Keep Mercury Services Cut and paste the Data directory from C:\Data to drive you are moving the database to. Example D:\ root directory Update the MongoDB config file in C:\Program Files\Mongo\Server\3.x\MongoDB.config with the new drive path to the database (this should be as simple as changing the c to d if you moved it to the d drive) for both the logs and the database lines Save the config file Start the MongoDB Service Start the Feenics Keep Mercury Service Log in to Access Expert to ensure the migration was successful

Issue Need to set up two-factor authentication in Access Expert Product Line Access Expert Environment Access Expert Premise Software Access Expert Hosted software Cause Additional cybersecurity is needed on site Resolution Log in to access expert Ensure your phone number is set up properly on your account. Needs to include country code Click the file tab and select User Settings   Click Setup Two Factor Authentication   Enter in your password   Ensure the phone number is correct. Needs to have country code  Click Verify Enter in confirmation code Check Enable Two Factor Authentication Select SMS or QR Code Click OK

Issue When replacing an EP1501 controller, do all doors and schedules have to be recreated? Product Line Access Expert Environment Microsoft Windows Server 2012 or later Microsoft SQL 2012 R2 or later Access Expert EP1501 Controller Access Expert v3 Premise Software Access Expert v3 Hosted Software Cause Recreating all the doors and schedules can cause a lot of downtime during the replacement process of an EP1501 Resolution Open up the instance that the device is configured on From the hardware tree, select the device that needs to be replaced and double-click on it to open a new window Once the replacement device is powered and configured, copy its MAC address and paste it where the old devices MAC address is showing Click save and close at the bottom right of the screen Right-click the controller in the system tree and select Push Controller Database Once the controller comes online again it will start communicating with the sub devices Open up a Live Monitoring Window and verify that events are being properly reported

Issue Unable to change the password of the Administrator account. The Access Expert application will not start following a change to the Administrator user account. Product Line Access Expert Environment Access Expert Software Cause The administrator account is a special account used by the services associated with Access Expert. Any attempt to change the password of the Administrator account will render the application unable to start. Attempting to open the properties of the Administrator accounts results in Access Expert trying to create a new administrator user account. Resolution Under no circumstances should the Administrator account password be changed.

Issue Documentation on how to add and remove controllers in Version 3. Product Line Access Expert Environment Access Expert Version 3 Win10 and above Server 2012 R2 Premise Install Cause There is no documentation on how to add or remove controllers in Access Expert. Resolution This video shows how to add and remove controllers from one instance to another in Access Expert.

Issue General use of the Wireshark program. Product Line Access Expert, Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Ethernet Networks Cause General Information on using WireShark. Resolution Wireshark is an Ethernet packet analysis programme, Which can be downloaded from: Latest version available from Wireshark Locally stored version 1.0.9 Installing Wireshark If necessary, unzip the WireShark executable file to a suitable location on the PC/Laptop you wish the programme to be installed on. Run the executable file and follow the on-screen instructions. Rules for capturing LAN traffic using Wireshark: Do not use a switch or router to connect the LAN capture PC to the network as these will filter important network activity that you will need to see. You will want to capture everything that is passing over the network at the point of concern. Usually, this means tapping into the ethernet at the Controller or controllers, that is having an issue. midBit-Technologies-LLC-10-100 is an example of a device that can be used to easily tap into the network to take the capture. The monitoring PC must see all traffic from the controller's point of view. The monitoring PC can be connected in either two ways: Connected to the network at the controller The customers IT department can mirror all the network traffic from the controllers port to another port the PC can be connected to. If connected to the network at the controllers, the connection must be made through a true ethernet hub. A hub will not selectively filter important network traffic as a switch or a router will do. More information on what a "true ethernet hub" can be found at http://wiki.wireshark.org/HubReference There are however some switches that feature port mirroring, please see How to Configure a NETGEAR Prosafe Plus Switch for Mirroring. If connected to a mirrored port, the port must mirror 100% of the network traffic to and from the controller. No filtering should be done. Once a complete capture file has been obtained it can be filtered after the fact using WireShark or EtherReal. Using Wireshark Run WireShark Start a trace by choosing the "Capture" menu and then select "Interfaces" Choose the appropriate interface. Generally, this can be identified by its IP Address, but if not, then the packets increasing are an indication. Press the "Start" button. The trace will start and will be similar to the following screenshot. After an appropriate time, the trace can be stopped by selecting "Capture" menu and "Stop" To save the capture file, choose "File" menu and "Save As".