Issue Cannot connect to, and send reports to a monitoring station through a reporting service Product Line Security Expert Environment Security Expert Server Cause Trouble connecting to a central station Resolution All the necessary information for a reporting service should be provided by the monitoring station. These can include the following: Client Code Reporting Protocol Any necessary encryption information IP Address Port Number Phone Number Steps: Ensure all of the information provided by the monitoring station has been entered correctly. Ensure the Service is running. Has the controller downloaded the change? Ensure the Service has been assigned to the appropriate area. This is done in the Programming > Areas > Configuration menu. Ensure the Area's main portion / 24hr portion is armed. Ensure the Inputs that are being monitored have an input type assigned and are in the area. Ensure the Input Type has the correct options selected (e.g. generate alarms) Under Programming > Services > Options, ensure you have selected the checkboxes are selected for what you'd like to report to the monitoring station. Has the IP Port been opened on the  controller's network   to allow outbound and inbound traffic? Report IP   services have some checkboxes in the Options tab that can help diagnose where the issue is. If the message is failing to reach the station, enable these options for troubleshooting. Log Acknowledge Response Log Polling Message Log Message Retries Log Reporting Failure ContactID   also has a checkbox that will produce events for each step in the communication process and will indicate where the problem is. If the message is failing to reach the station, enable this option for troubleshooting. Log Modem Events to Event Buffer Important Note Always disable these troubleshooting options when the site is running without service issues as they will fill up the event database very quickly. ... View more

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. 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 Are there restrictions on the location of the SP-C on the RS-485 bus? Product Line Security Expert Environment Security Expert Controller (SP-C, SP-AC1, SP-ACX, SP-C-WEB) Security Expert Expander Modules Cause The SP-C Installation Manual shows the SP-C as the first device in a standard network communication connection.  Locating the Security Expert controller in the middle of the RS-485 bus will reduce the amount of cable required. Resolution You can put the controller in any position on the RS-485 chain. Ensure you use the correct cable type, the overall length does not exceed 900 meters (3000 feet) and the two ends are correctly terminated with EOL resistors. Refer to the Encrypted Module Network section in the SP-C Installation Manual - System Controller for more details. ... View more

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 A Security Expert reader that supports Wiegand and RS-485 is wired for Wiegand. It is not working. It only works on RS-485. Product Line Security Expert Environment Security Expert Smart Card Readers which support both 125Khz and 13.56Mhz . Cause Tried to use a Smart Card Reader wired for Wiegand after it had been connected by RS-485 to the controller. Resolution Once a Security Expert Smart Reader is used in an RS-485 configuration it can only be used in a Wiegand configuration after being re-programmed with a configuration card designed for that purpose. The configuration card must be purchased through Schneider Electric. This is because RS-485 is a two-way communication, intelligent wiring protocol. Once the reader is set in this two-way communication mode there is currently no way, without the configuration card, to go back to a less intelligent one-way mode like Wiegand. Note: Readers manufactured in 2017 or before may have a firmware version that uses a configuration mode that will not respond to a configuration card. If you contact Schneider Electric for a configuration card, supply the serial number (SN) from the back of the reader on your request. ... View more

Issue Security Expert controller has Online Status, can be downloaded, can be pinged and the web configuration page can be opened but Health Status and Module Addressing both timeout. Product Line Security Expert Environment SP-C SP-AC1 SP-ACX Cause The controller serial number is missing or has been incorrectly entered in Security Expert. The IP address is used to verify online status and direct downloads but the serial number must also be correct to get health status and module addressing. Resolution Correct the Serial Number field on the General tab of the controller. Controller Serial Number ... View more

Issue An SP-C-WEB needs to be upgraded.  Can this be done without removing the controller? Product Line Security Expert Environment Security Expert Controller Security Expert WEB Controller Cause Due to site expansion, it is necessary to upgrade an SP-C-WEB to an SP-C.  Resolution It is not possible to upgrade an SP-C-WEB to an SP-C in the field. The SP-C-WEB will need to be replaced and re-programmed via Security Expert Server. ... 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 Download Service fails to start after an upgrade to v.4.2.251 Product Line Security Expert Environment Security Expert Server v4.2.251 Cause Microsoft Visual C++ 2013 Redistributable; (VC++ 2013 Redist v120) is not installed. This package is a pre-requisite to installing Security Expert v4.2.251. It was needed for extending the Suprem integration but did not get added to the installer for that version. This is now packed with the Security Expert installer. Resolution There are two options to resolve this; 1. [Preferred Option] Install the current release of Security Expert. This required package is now included in all new versions of the Security Expert installation file. 2. Install the package from Microsoft before installing Security Expert 4.2.251. Locate the file on the Microsoft site https://www.microsoft.com/en-nz/download/details.aspx?id=40784. Download and install the 32 bit version (because Security Expert is a 32 bit application) before performing the upgrade. ... View more