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 ... View more

Issue How can the IP address of an MPX controller that is configured for DHCP be determined when there is no attached display Product Line EcoStruxure Building Operation Environment Building Operation Multi-purpose Controller Cause It is necessary to know the IP address of an MPX that does not have a display for troubleshooting and commissioning multiple MPXs,  Resolution ... View more

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 Security Expert Installation steps for separate SQL, SX application Server, and Client for use with Windows Authentication and Active Directory Product Line Security Expert Environment Microsoft SQL Server Microsoft Windows10 Security Expert Server and Client  Cause Access Denied error appears when attempting to log into Security Expert with Windows Authentication with a multiple PC Security Expert Installation Resolution Important considerations when connecting Security Expert to an external SQL Server: Machines should be on the same network and Domain. When you install Security Expert, reference the SQL database in this form:  Machine Name\SQL Instance Name The Windows user account doing the installation must have admin rights on both machines. The windows login you're using to install on the Security Expert machine has to have admin privileges to alter the SQL Database on the remote machine. The easiest way to do this is to use the same account to set up all machines. Different accounts can be used, but the accounts have to have privileges added to the SQL Database manually. (Not covered in this document)   Assumptions: Active Directory server has a domain user that can be used to install the applications on all machines. Licenses cover all machines Security Expert users are set up to use Windows Authentication (snapshots at the end of the document) If the SQL server ever had Security Expert Installed on it, uninstall Security Expert and reboot. If the Security Expert application server had SQL on it, uninstall SQL, reboot and reinstall Security Expert without local SQL. If the Client PC had Server components installed, uninstall Security Expert, reboot and install the client only.   Perform the SQL Server Installation onto a separate Server per the Security Expert Installation Instructions Security Expert Application Server/Client installation (No SQL) If this box is selected, the install may fail because the service has not been installed yet. With this option selected, the install will finish and then the service can be configured later. 3. Change the database server to NOT be localhost\SecurityExpert Use machinenameofSQLServer\SecurityExpert (Ex. SECEXPERTVM\SecurityExpert) 4. Select Windows Authentication Complete the installation.   5. Open Windows Services on the Security Expert Application Server (Run> services.msc) Right-click on Security Expert Data Service> Properties Select the Log On tab Deselect Login As Local System Account Select This account and then click browse to search for the domain admin user   Start the service. Security Expert Data Service, Security Expert Event Service, and Security Expert Update should all start   Client only setup - Ensure the Server option is deselected In the following dialog select Custom   7. Select the drop-down next to Server> then select “This feature will not be available” Complete the installation   A successful login with the domain admin account using Windows Authentication from the Security Expert machine and also the client PC should work.   From the Client PC – Security Expert application server = 10.169.90.170 From the Security Expert Server/Client SecurityExpertSV.exe.config (Server) – This file did not have to be changed    SecurityExpert.exe.config (Client) - This file did not have to be changed   Note: There may be circumstances where these files do need to be configured. See LL https://community.exchange.se.com/t5/Knowledge-Base/Security-Expert-Error-Server-Has-Rejected-Client-Credentials/ta-p/698   Domain Tab example set up in Security Expert for Active Directory Windows Authentication   Operator Example setup in Security Expert for Windows Authentication   Global Support Lab Testing SX Application Server (Windows10 1803) SQL Server – Server 2012 R2 with SQL 2016 SP1 (VM) SX Client – Window 8.1 Pro ... View more

Issue WebClient Pre-Installation Requirements for Server 2016 are not included in the 2.03 webClient installation guide Product Line Andover Continuum Environment Windows Server 2016 Continuum webClient Server 2.03 Cause The Pre-Installation requirement steps provided in the webClient planning and installation guide do not show all the steps needed to install webClient successfully Resolution This material is intended as a supplement to the webClient Planning and Installation Guide   Installing IIS on Windows Server 2016 For Windows Server 2016, install IIS on the designated web.Client application server (LAN systems) or the standalone CyberStation/web.Client workstation (standalone system). 1. Start the Server Manager by clicking on the Administrative Tools menu. 2. In the Server Manager, click Add Roles and Features. 3. In the Add Roles and Features Wizard, Before You Begin tab, click Next. 4. In Installation Type, select Role-based or feature-based installation. 5. Click Next and then select a server or virtual hard disk on which to install roles and features. 6. In Server Selection, click Select a server from the server pool. 7. Click Next and select one or more roles to install on the selected server. 8. In Select Server Roles, please select the items from the following snapshots carefully Note: In previous Windows Server instructions from the webClient pre-installation guide, a reference was made to select Application Server. This option is selected and installed by default in Windows Server 2016. No selection for Application Server is offered.   Once these Pre-Installation steps have been performed the webClient Server is ready for Chapter 4 - Installing web.client on the IIS PC (Found in the webClient planning and installation guide.pdf) ... View more