Issue Is a certain version of Technician Tool Mobile Application compatible with all versions of StruxureWare Building Operation? Product Line EcoStruxure Building Operation Environment Building Operation Technician Tool Automation Server Enterprise Server Cause The Technician Tool will always be backwards compatible, meaning that the latest version of the tool will work with any version of SBO. Older versions of the Technician Tool may not work with a newer version of SBO. Resolution Please note: Mobile experience to be replaced with EcoStruxure™ Building Operation v2.0 WebStation. For further information, please refer to Notice of Withdrawal of the Building Operation Technician Tool Always use the latest version of Technician Tool Mobile Application when possible, as that will work with all SBO versions.

Issue Webclient currently unavailable Error 80070005 Check your DCOM permissions when launching webclient or webclient is currently unavailable. Product Line Andover Continuum Environment Webclient Windows XP Windows 7 Windows Server 2003 Windows Server 2008 Cause A remote reboot will not write DCOM permissions the same way a local reboot does. Other Server configurations can cause this. Resolution A webClient installation was performed using Windows Remote Desktop or some other remote access software and the reboot after the webclient install was executed using the remote software. To fix this, reboot the Webclient server directly from the server itself. There are security permissions that do not get written properly when rebooting remotely and a direct reboot corrects this problem. Start Continuum on the Webclient PC locally, not remotely. Be sure Continuum has been started on the webclient PC. Also see, Webclient unavailable error when attempting to logon which mentions making sure the Network Service is selected for the default app pool. 64-bit OS will cause this error as well. Webclient versions pre 1.94 are not supported on any 64 bit platform. If that doesn't work then a complete reinstall and reboot on the server will be required. Remote installs are typically problematic. If changes were made to .net try the following steps: Start> Run> cmd (Enter)  To get to a DOS prompt cd\Windows\microsoft.net\framework\v2.0.50727 (change directory to this folder) run the command aspnet_regiis.exe -i (It will say installing .net, this re-registers .net with IIS) Restart Windows on the webclient PC and restart Continuum

Issue When attempting to access the dashboard URL via the web browser or in SBO Workstation, the following message is displayed. Product Line EcoStruxure Building Operation, EcoStruxure Energy Expert Environment Power Manager 1.2 and newer Power Manager Expert 8.1 and newer Building Operation Workstation Cause A Power Manager 1.2 or newer system running a permanent license allows the user to a log into the Management Console, manual authentication URL, and through the EWS interface in SmartStruxure Workstation. After upgrading to the latest version of Power Manager this access no longer works. The Ports match in License Manager and FlexNet and this site has previously worked. The cause to this issue is that the URL being used has changed starting in PME 8.1. Resolution This issue is due to a change made in the dashboards URL starting in Power Manager 1.2 / Power Manager Expert 8.1. The URL needs to be changed by replacing "Web" with "Dashboards" in the URL found in the EWS link settings or when logging in directly with a web browser.    Example: http://XXXX/SystemDataService/Auth/LogOnWithMultiuseAuthToken?RedirectUrl=http%3a%2f%2fFS2%2fWeb%2f%3fDisplayEmbedded%3dTrue&multiuseAuthToken=11324... http://XXXX/SystemDataService/Auth/LogOnWithMultiuseAuthToken?RedirectUrl=http%3a%2f%2fFS2%2fDashboards%2f%3fDisplayEmbedded%3dTrue&multiuseAuthToken=11324...   Also in the newer versions of Power Manager, there is a limit regarding what can be accessed in PME when using a Power Manager license. In Power Manager 1.2 and on you can access: /Reporter /Dashboards /Trends /HierarchyManager /RateEditor and use the integration toolkit to get into SBO if necessary. Power Manager is now known as EcoStruxure Energy Expert.

Issue Error during SQL Configuration step for 1.8 Reports Server Environment WebReports Installer Cause This can happen for various reasons: Possible cause 1 The Microsoft .NET Framework installation is damaged after installing Microsoft SQL Server. Possible cause 2 In one of the steps during SQL installation, we have to configure NT AUTHORITY\SYSTEM. If user fails to change this and move ahead with default user then create database step would fail. Possible cause 3 The operating system is not using English as its selected language. Resolution Solution 1 Quit the WebReports Installer Package Remove/reinstall or repair .NET Framework 4.5 (Available from Microsoft .NET download site or direct download - WebInstaller - OfflineInstaller) Repeat the installation of WebReports   Solution 2 Set the SQL server service log on properties to "Local System" (NT AUTHORITY\SYSTEM) Restart the SQL server service Repeat the installation of WebReports   Solution 3 Replace the WebReports OS with an English version of Windows. 

Issue Changing BACnet Port for Continuum Cyberstation Environment Continuum Cyberstation BACnet controllers Cause Changing the BACnet Port number that Continuum Cyberstation communicates on Resolution By default Continuum Cyberstation communicates on port 47808 in hexadecimal that is BAC0. The BACnet controllers BCX & B4920 have the ability to have their default ports changed. If you change the BACnet port of a BACnet master and want to communicate with the Continuum workstation, you'll need to make a registry change in each workstation. Changing the Continuum Workstation BACnet port This key location is different in 32-bit and 64-bit systems. In 32-bit; the key to change is located in the registry at the path "HKEY_LOCAL_MACHINE\SOFTWARE\Andover Controls\Continuum\Settings". In 64-bit; the key location is now under the "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Andover Controls\Continuum\Settings\" key. Once you're at that path you'll notice a key named "Cyberstation Port" .The value is stored in hexadecimal, so to change it make sure that you enter your new value in hexadecimal. After changing the value in the registry, the Continuum Cyberstation will need to be restarted. Changing the BCX or B4920 BACnet port To change the port on the BACnet controllers either BCX or B4920, open the configuration page in Internet Explorer by putting in the IP address and edit the port settings to the port number that you are changing to. This number will be in regular decimal format. Once changed make sure you save your change and commit the changes to the controller which will restart the controller. Changing the Continuum Workstation BACnet port example. Open the registry editor from Start\Run and enter regedit from the workstation. and explore down to the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Andover Controls\Continuum\Settings and open the Cyberstation Port key and enter BAC1 which is hex for 47809. If you have the Continuum Cyberstation running you'll need to restart the Cyberstation Once restarted, open the continuum explorer and select the Root and right click and select find new BACnet devices. The controller you have changed will appear as will all of its MSTP devices. Changing the port on a BACnet master controller example. To change the BCX/B4920 BACnet port to 47809 which is BAC1 in hexadecimal. Then log onto the configuration page of the BCX and change the BACnet Port Number -UDP, notice it is displayed in hex but on the controller configuration page you'll change the number using regular decimal. We'll change this to 47809, apply our changes and then on the left hand side select commit and apply on the commit page, which will restart the controller and the new port changes will be in effect. NOTE: If you already have BACnet network established, first delete my whole BACnet side, since after making port changes you don't want other controllers making an attempt to communicate with the previous port number in its known routing table.  IMPORTANT: Anytime you edit a registry, make sure you have backed up the registry and have a contingency plan in case you edit or delete some that that you should not have.  

Issue Unable to compile a b3 Script program if there is a bind to the priority array of a commandable property. How to command an object at a particular priority in b3 Script program. Product Line EcoStruxure Building Operation Environment b3 WorkStation Automation Server Cause Because of historical reasons (that are outside the scope of this article) in the evolution of the b3 firmware, binding to the priority array of an object within a Script program in the b3 is NOT supported. Resolution To command an object from a Script program in the b3 at a specific priority the WriteProperty command MUST be used.

Issue There is an error message on the LCD display of the old style Infinet controllers. What do these errors mean? Product Line Andover Continuum Environment Infinet Controller Cause Information on the error code received on the LCD display. Resolution Infinet controller is displaying error 1 on its LCD display. This message indicates that the controller received a bad packet of data on the Infinet. If the problem persists follow troubleshooting instructions. Verify Infinet cable connections, approved twisted shielded pair cable, less than 4000 feet of network cable between Infilink repeaters, no more than 31 controllers between Infilink repeaters. Verify proper grounding at the Infinet controller on the AC power terminals, poor grounding can cause erratic operation and communication problems. Easiest method to verify ground is to connect a digital voltmeter between the earth ground terminal on the power strip of the controller and the shield of the Infinet. this method will only work if you have connected your shields all through the network back to the Infilink and CX controller. Check the baud rate switch on the Infilink repeater module, although the Infinet controllers auto baud, the Infilink baud rate must be manually switched. Break down the network in segments to identify the bad controller or network segment. A binary search is recommended. (i.e. break the network in half, if this resolves the problem add half of the deleted back on, if it does not resolve the problem cut the remaining network in half, etc.). Once the offending segment has been identified, troubleshoot to the cable segment or controller level Infinet controller is displaying error 2 on its LCD display. This message means that it could not pass a token to another controller on the Infinet. If the problem persists follow troubleshooting instructions. (No response to the Infinet token pass) Verify Infinet cable connections, approved twisted shielded pair cable, less than 4000 feet of network cable between Infilink repeaters, no more than 31 controllers between Infilink repeaters. Verify proper grounding at the Infinet controller on the AC power terminals, poor grounding can cause erratic operation and communication problems. Easiest method to verify ground is to connect a digital voltmeter between the earth ground terminal on the power strip of the controller and the shield of the Infinet. this method will only work if you have connected your shields all through the network back to the Infilink and CX controller. Check the baud rate switch on the Infilink repeater module, although the Infinet controllers auto baud, the Infilink baud rate must be manually switched. Break down the network in segments to identify the bad controller or network segment. A binary search is recommended. (i.e. break the network in half, if this resolves the problem add half of the deleted back on, if it does not resolve the problem cut the remaining network in half, etc.). Once the offending segment has been identified, troubleshoot to the cable segment or controller level Infinet controller is displaying an error 3 on its LCD display. This means that the input reference voltage is out of range on the analog inputs. Verify that inputs coming from external transducers are not exceeding the voltage input range, either 5 or 10 volts depending on model, if so use a voltage divider on the input. Verify that any input wiring is not run in the same conduit as high voltage cable, or is properly shielded and grounded. If there is voltage getting coupled into the input wiring, separate the input wiring from the interference, or shield the cables. If the interference is being caused by the end device such as an auxiliary contact form an high voltage device, a cap between .01 and 1 microfarads across the input terminal to earth ground may alleviate the problem. Remove field I/O wiring from the controller and recheck operation. If the problem goes away determine which I/O wire is the culprit and correct it. Power down the Infinet controller and restart while connected to network. This will eliminate this unit having a duplicate ID on the network and it will also run the power up diags. Verify proper grounding at the Infinet controller on the AC power terminals, poor grounding can cause erratic operation and communication problems. Easiest method to verify ground is to connect a digital voltmeter between the earth ground terminal on the power strip of the controller and the shield of the Infinet. this method will only work if you have connected your shields all through the network back to the Infilink and CX controller. Remove field I/O wiring from the controller and recheck operation. If the problem goes away determine which I/O wire is the culprit and correct it. Infinet controller is displaying an error 4 on its LCD display. This means that the analog output reference voltage is out of range. Verify that inputs coming from external transducers are not exceeding the voltage input range, either 5 or 10 volts depending on model, if so use a voltage divider on the input. Verify that any input wiring is not run in the same conduit as high voltage cable, or is properly shielded and grounded. If there is voltage getting coupled into the input wiring, separate the input wiring from the interference, or shield the cables. If the interference is being caused by the end device such as an auxiliary contact form an high voltage device, a cap between .01 and 1 microfarads across the input terminal to earth ground may alleviate the problem. Remove field I/O wiring from the controller and recheck operation. If the problem goes away determine which I/O wire is the culprit and correct it. Power down the Infinet controller and restart while connected to network. This will eliminate this unit having a duplicate ID on the network and it will also run the power up diags. Verify proper grounding at the Infinet controller on the AC power terminals, poor grounding can cause erratic operation and communication problems. Easiest method to verify ground is to connect a digital voltmeter between the earth ground terminal on the power strip of the controller and the shield of the Infinet. this method will only work if you have connected your shields all through the network back to the Infilink and CX controller. Remove field I/O wiring from the controller and recheck operation. If the problem goes away determine which I/O wire is the culprit and correct it. Infinet controller is displaying an error 5 on its LCD display. This indicates the controller underwent a reset of power down and retained memory ( warm start). If there is not reason for this to occur power outages etc., then troubleshoot the problem. Verify proper grounding at the Infinet controller on the AC power terminals, poor grounding can cause erratic operation and communication problems. Easiest method to verify ground is to connect a digital voltmeter between the earth ground terminal on the power strip of the controller and the shield of the Infinet. this method will only work if you have connected your shields all through the network back to the Infilink and CX controller. Measure the AC power at the controller, Verify it is within specification (nominal +/- 20%). Typically 24 VAC power that is daisy chained will drop the voltage along the connections leaving the power below the acceptable level even if the transformer is sized correctly. Verify that any outputs that are driving inductive loads such as relays, actuators, or valves, have a varistor across the coil n the field device. Verify that any input wiring is not run in the same conduit as high voltage cable, or is properly shielded and grounded. If there is voltage getting coupled into the input wiring, separate the input wiring from the interference, or shield the cables. If the interference is being caused by the end device such as an auxiliary contact form an high voltage device, a cap between .01 and 1 microfarads across the input terminal to earth ground may alleviate the problem. Remove field I/O wiring from the controller and recheck operation. If the problem goes away determine which I/O wire is the culprit and correct it.

Issue All inputs on an Infinet controller read 999.99 when viewing the electrical value (elecvalue). Environment Infinet Controller Cause This indicates that the internal voltage reference is out of range. Resolution Verify that inputs coming from external transducers are not exceeding the voltage input range, either 5 or 10 volts depending on model, if so use a voltage divider on the input.  Verify that any input wiring is not run in the same conduit as high voltage cable, or is properly shielded and grounded. If there is voltage getting coupled into the input wiring, separate the input wiring from the interference, or shield the cables. If the interference is being caused by the end device such as an auxiliary contact from a high voltage device, a cap between .01 and 1 microfarads across the input terminal to earth ground may alleviate the problem. Remove field I/O wiring from the controller and recheck operation. If the problem goes away determine which I/O wire is the culprit and correct it. Power down the Infinet controller and restart while connected to network. This will eliminate this unit having a duplicate ID on the network and it will also run the power up diagnostics.  Verify proper grounding at the Infinet controller on the AC power terminals, poor grounding can cause erratic operation and communication problems. Easiest method to verify ground is to connect a digital voltmeter between the earth ground terminal on the power strip of the controller and the shield of the Infinet. This method will only work if you have connected your shields all through the network back to the Infilink and CX controller. Lastly, a board or controller replacement may be necessary

Issue LED on card reader on ACX57xx (ACX2) flickers when it supposed to be solid green Environment ACX57XX Some reader types from HID (such as I-class reader). Cause ACX57XX has new system variables added to get the status of reader connection to controller.(Rdr1Connected ~ Rdr8Connected). In order to check the Status, ACX57xx checks the voltage presence on the LED channel of each reader port. This function causes the LED of some reader types to flicker at a high frequency. Resolution Set the Rdr1Connected ~ Rdr8Connected system variables to Disabled to keep the LED from flickering.

Issue Start up of Continuum Workstation sees the below error. The Continuum Workstation may continue to start up if the OK button is pressed or may crash.   ContinuumServer.exe error An error occurred during initialization of Continuum Shared Memory by "ContinuumServer.exe". Please restart your system. If this problem persists, please contact technical support. Product Line Andover Continuum Environment Continuum v2.0 SP1 A Windows 32-bit Operating System Cause Beginning with the Andover Continuum 2.0 SP1 Release, Continuum applications now take advantage of the upper memory address space that is available natively on 64-bit Operating Systems (OSs). In order to access these memory addresses on 32-bit OSs, you must reconfigure your 32-bit OS to support applications that are Large Address Aware (LAA).  Resolution Enabled Large Address Aware (LAA). A Windows batch file is included as part of the Continuum 2.0 SP1 release that allows you to reconfigure your 32-bit OS to support applications that are LAA. You will need to ensure that Windows Firewall and Windows Defender are turned off and then run the "laa_update.bat" batch file as an administrator from the installation CD or zip folder.  See page 19 of the Cyberstation v2.0 SP1 Installation Guide for further details.

Issue Do 3rd party BACnet MSTP devices count as nodes on a BCX controller that is node limited? Environment BCX controller Third-party BACnet MSTP devices Cause Knowing the information will ensure there is not more node than the   BCX  controller specifies. Resolution Yes they do count as nodes. If you do go over the node count you will see operational problems with the BCX BACnet controller. The BCX controller will scan lock when it tries to perform a time sync to the MSTP network. Modbus nodes communicating via xDriver are not part of the node count.

Issue What address to use to email/SMS alarms from a SmartStruxure Server, Xenta controller, or Vista to a cell phone Product Line Andover Continuum, EcoStruxure Building Operation, TAC INET, TAC Vista Environment Xenta Servers Xenta 511, 527, 701, 711, 721, 731, 913 Vista Server Automation Server Enterprise Server Email, SMS, Text Alarms Cause Vista and SmartStruxure are only capable of sending out SMTP email alarms; however, it can accomplish a "paging" or SMS functionality by sending emails to mobile providers' default email addresses. Resolution For the following services use: T-Mobile 0123456789@tmomail.net Virgin Mobile 0123456789@vmobl.com Cingular 0123456789@cingularme.com Sprint 0123456789@messaging.sprintpcs.com Verizon 0123456789@vtext.com Nextel 0123456789@messaging.nextel.com AT&T 0123456789@txt.att.net 0123456789 = the 10 digit cell phone number When setting up the "From" email address in the Server Setup, it needs to have an @xyz.com for example, at the end of the from address to allow the text message to go through. Note that these addresses could change and you should consult your service provider for details.

Issue While Continuum controllers and EcoStruxure controllers do not utilize Power over Ethernet (POE), can plugging in a Continuum or EcoStruxure controller into a POE switch damage either the POE port or the controller? Product Line Andover Continuum, EcoStruxure Building Operation Environment PoE Ethernet Cause Controllers must be installed on a subnet served by a POE switch. Resolution According to the IEEE standard, a POE switch shall determine if the connected device is POE capable before turning on the power. The detection if a connected unit is POE capable is done by measuring the resistance between the pair #2 - #3 and pairs #1 - #4. On a POE capable unit the resistance is 25kohm, with some tolerance. If it is lower or higher it is not considered to be POE capable. As there are no Continuum or EcoStruxure ethernet controllers that apply a 25K ohm load, a properly functioning switch port will not enable PoE power and the device will not be damaged. Information on the PoE standard can be found in the following document. The Fundamentals of Power Over Ethernet (PoE)

Issue Where can I find Cyberkeywriter2.exe to upgrade my CyberStation key. Environment Cyberkeywriter2.exe CyberStation Cause There are 3 locations from which you can obtain the Cyberkeywriter2 executable file. Resolution Download Cyberkeywriter2 on The Exchange Download Center Cyberstation CD Do a search of the CD for "Cyberkeywriter2.exe" Cyberstation Workstation From Windows Explorer, search for "Cyberkeywriter2.exe"

Issue Adding a BCX1-CR-32-INF controller into Cyberstation and the drop down list does not show this as an option Environment BCX1-CR-32-INF CyberStation Cause In CyberStation when adding a controller to the system the drop down list will only show Model numbers and will not show the part number. Resolution See below for examples: BCX1 Router Only Model Number = 4000 BCX1 Bacnet Version Model Number = 4040 BCX1 Onsite Version Model Number = 4020 BCX1 Infinet Version Model Number = 9640  8Meg Netcontroller Model Number = 9900 4Meg Netcontroller Model Number = 9940 2nd Gen Netcontroller Model Number = 9680 ACX2 (8 Door) Model Number = 5740 ACX2 (4 Door) Model Number = 5720

Issue How to find out the Continuum serial number if it cannot be seen on the key or software licensing is used? Environment Cyberstation Security Key, Dongle Software licensing Cause When upgrading features or version on a Continuum system the Serial Number is required by Order Entry / the factory to process the upgrade and generate the upgrade file. If using software licensing or the number is not on the workstation key, it can still be found using a separate application. Resolution Run the application "CyberKeyWriter2.exe" that can be found in the Program files \ Continuum directory on the workstation (or WebClient Server). The following screen will appear showing the serial number:

Issue Why the Netcontroller 9680 can't be connected via Hyperterminal. How to commission the NC2 and ACX2 (5720/5740) Environment Netcontroller 9680 Hyperterminal NC2 ACX2 5720 5740 Cause The Netcontroller 9680, usually called the NC2, does not have a Hyperterminal interface in which to commission the controller. Resolution To commission the NC2 and the ACX2 please follow the directions below. Note: Check with your system administrator for assistance. Disable the DHCP Services on your PC. Disconnect your computer from the network and set your IP address to 169.254.1.2 and your subnet mask to 255.255.0.0. Using a CAT5 cable (straight-through or crossover), connect the PC Ethernet port to the ACX 57xx Ethernet port.  Run your web browser, then go to URL: http://169.254.1.1 to display the Andover Continuum Embedded WebServer page in the ACX 57xx Series controller. Select Controller Configuration from the WebServer page. Log on using the default Andover Continuum user name and password. Enter relevant configuration parameters on the WebServer Configuration web pages. After entering the parameters, click the Commit Changes/Restart Controller button on the WebServer page. (Restore the PC, and connect the controller to the network when it reboots.)

Issue Cannot delete personnel. A personnel object will not be deleted due to distribution failures. Product Line Andover Continuum Environment Cyberstation Cause If a person has an area assigned and the controller or door has been deleted, the distribution to remove that person from that controller cannot be accomplished successfully. Resolution First, remove all areas from the personnel object before deleting the object. This is by design. The reasoning behind this is to allow a person to be removed from the network before disabling access. Other things to check if distributions are failing: If running MSDE or SQL2000: Check to make sure the Agent is running. Check for duplicate tables and make sure they're all DBO Check Security Continuum DB make sure there is only one DBO linked to Andover97. If using SQL 2005: Look at the jobs under the Agent. They trigger every 5 minutes and are responsible for the task of deleting the personnel objects marked for deletion. At times there are errors for why the jobs are not running properly. If the above steps do not correct the issue then it could be an issue with the database. The PSS engineer may request the database to perform analysis to reproduce what is happening and offer suggestions to correct the problem.

Issue Is the new PSI / XPSI rev 4.1 compatible with Windows XP and Vista? Environment PSI / XPSI rev 4.1 Windows XP and Vista Cause Install PSI / XPSI rev 4.1 in a Windows XP or Vista Operating System (OS) Resolution The new PSI / XPSI rev 4.1 is compatible with Windows XP and Vista. Download PSI rev 4.1 from The Exchange. The zip file includes an installer and a READ.ME file that includes Release Notes and Installation Instructions. Note that the Patton Electronics RS-232 / RS-485 converter that has been widely used with the earlier versions of PSI (3.13) will not work with the new PSI / XPSI rev 4.1.  The B&B Electronics model USOPTL4 USB converter has been successfully tested with PSI / XPSI rev 4.1. Other recommended converters are listed in the Release Notes.

Issue After installing SigmaX version 5.0 or later, when running the software an error message reports a missing DLL. Environment SigmaX version 5.0, 5.2, 6.01, and 6.02 Cause System Path variable is missing C:\Sigma\Bin Resolution Make the following modification to the PC's System Properties. Note: This addition is only required on machines running SigmaX. Right click the My Computer icon on the desktop and select Properties Choose the Advanced tab and select the Environment Variables button From the System Variables section, highlight Path and select Edit The statement ‘;C:\Sigma\Bin’ must be added to the end of the Variable value line