Issue Information is not clear on what the available intercom parts are and what each looks like. Product Line Security Expert Environment SX-IPI SX-IPI-C SX-IPI-C-ES SX-IPI-C-EF Cause Old product announcements contain misleading information. Details are missing from current documentation. Resolution There are only three possible intercom part numbers that can be ordered. SX-IPI: This is the part code for the regular intercom with no camera SX-IPI SX-IPI-C: This is the part code for the regular intercom with camera SX-IPI-C SX-IPI-C-EF: This is the part code for the Flush Mount Kit for the SX-IPI-C intercom SX-IPI-C-EF front SX-IPI-C-EF back Note: There is no surface-mount kit (SX-IPI-C-ES) for either intercom, and the non-camera intercom (SX-IPI) does not have the option of a flush mount kit. ... View more

Issue Unable to find details on all commands that have been added to Security Expert objects to implement new functionality. Having this information available would help determine feature set possibilities. Product Line Security Expert Environment Security Expert Client, SP-C Cause Commands used in objects such as Controllers, Doors, and Access Levels may not be documented in the online help, installation, or operation manuals as they are being used to implement new functionality that has not been added to the Security Expert yet. There is no stand-alone list of all available Commands. Resolution Commands are listed in the firmware Release Notes and defined further in Application Notes. ... View more

Issue Performing a firmware upgrade on a reader expander module via the SP_Cs web page will fail with the message:            "Error - The module failed to restart in boot mode" Firmware update failure Product Line Security Expert Environment SP-C, SP-RDM2, SP-MRDM2. Cause Cause 1 There was an intermittent communications fault hindering the update process. Cause 2 There are Smart Card Readers connected to the reader expander module, which are set to RS485 communication. This appears to be causing RS485 communication issues between the SP-C and the reader expander which is hindering the firmware upgrade process. Resolution For Cause 1 Run the module upgrade process again. For Cause 2 Physically remove all connected RS485 Smart Card Readers from the reader expander module being upgraded. Run the module upgrade process again. Once the reader expander firmware has been successfully upgraded, reconnect all Readers. ... View more

Issue Using valid credentials at the Web Client log in screen results in a log in attempt that fails without an error being shown then being dumped back to the log in screen. "Operator Logon Failed. Too many connections" error messages are seen when reviewing the Security Expert event logs. These login failure events are shown in the Applications and Services Logs > Schneider Electric Security Expert event log by looking at the Security Expert Soap Service events. SOAPService Log in Failure The specific operators that are consuming the licenses can be seen by reviewing the Windows Logs > Windows Application event log​ for Security Expert Data Service events showing New Operator Logins. Operator Log in The Remove Operator by Disconnect events will show when the operators were logged off. Operator Log off Product Line Security Expert Environment Security Expert Server Security Expert Web Client Security Expert SOAP Service Cause There are no available client connections. When the SOAP service attempts to connect to Security Expert it performs an Operator login to the Data Service, pulls/pushes the information it needs, and then closes the connection. This means that if you are using all your concurrent operator logins at any given time with Thick Client connections, SOAP will not be allowed to log in, and any services requiring the SOAP connection will also not work. SOAP will only use one concurrent connection even if it has multiple services connected to it, so you would not need multiple connection licenses if you had Web Client, Data Sync, and EWS, for example. Resolution If all the connections are being consumed with Thick Client logins, then reduce the number of people that are logged in at any given time or purchase an additional concurrent client license so there is one free for SOAP to use. ... View more

Issue Security Expert Evaluation License is no longer working. New Evaluation License is not working. Product Line Security Expert Environment Security Expert Licensing Cause From July 2020 the policy for Security Expert Evaluation Licenses has changed. There is now a restriction where only one Evaluation License can be tied to a specific email address. If there have been more than one Evaluation License assigned to an email address, all but one of those licenses have been deleted and will no longer be usable.  Resolution Contact your local support channel with your known Evaluation License SSN's and email address to have the valid license identified. If the license period needs to be extended or transferred to a new machine this can also be accomplished, see Transferring Security Expert licenses from one PC to another Please note: Support cannot alter the registered email address.  A new Evaluation License Request will have to be made for each required license.    ... View more

Issue Controller Health Status shows, "Controller (ID **) has too many Remote Controllers assigned." What does this message mean, and is it a cause for concern? Product Line Security Expert Environment Security Expert Client SP-C Controller Cause This error message is related to cross controller communication. When using cross controller communications, the maximum number of controllers that can be linked together is 64. For additional details on cross controller communications, see page 4 of AN 180 Security Expert - Cross Controller Operations - Integration Guide. Resolution The controllers that are not taking part in cross controller linking are the ones that are showing the "Controller (ID **) has too many Remote Controllers assigned." message. Evaluate what values/controllers are being shared to ensure your programming is performing as expected. See AN 180 Security Expert - Cross Controller Operations - Integration Guide for further details on cross controller communications and which values use this. Limit the number of sharing controllers to 64 or split the controllers up into two systems. ... View more

Issue How to properly share background images across multiple Security Expert Client machines. Product Line Security Expert Environment Security Expert Cause It may, in some instances, be required or best practice to have a single location to store Floor Plan background images, this provides easier management of where these files are kept when using multiple clients.  Below is an example of how to set up a network share of background images. Resolution There are two methods for using Floor Plan background images across multiple client machines. Method 1 - Copy the images to each PC Set the background image to the local image file. Copy that image file to each client PC and save it in the same local network folder. Method 2 - Share the images folder on a network share that all client PC's can view. Ensure all PC's are in the same Domain or Workgroup. In each client PC, have configured an Admin user or the same user with access to the network location on the server. On the server, share the image folder with the user in step 2. Floor Plan Properties In the Floor Plan map, use the network path to the shared folder/file. Background File On the client PC's ensure the same user in step 2 is created and can see the network share by browsing to it. Network Share ... View more

Issue Require a method of providing an Executive Privilege function to a Door to allow tailored credential requirements for specific Users. Product Line Security Expert Environment Security Expert Cause Doors are currently set up for two credentials (CARD + BIOMETRIC) but there is a need to allow certain Users access through those Doors without having to present the second credential. Resolution The Access Level Door Type feature allows for this functionality. The option overrides the Doors Door Type with the one set in the Access Level (e.g. to allow a VIP to override CARD + BIOMETRIC to just CARD at a door). Required Objects Door Type Access Level User Configuration In the Door Type set the Access Level Door Type to the Door Type you want to fall back to - in this example it would be "Card". Fig.1 - Door Type In the Access Level set the Use Access Level Door Type option. Fig. 2 - Access Level Assign the Access Level in step 2 to your User. Fig. 3 - User ... View more

Issue The SX-IPI-C documentation does not show how to stream video from the IP Intercom. Product Line Security Expert Environment Security Expert SX-IPI-C Cause The currently available documentation does not adequately describe how the video stream can be viewed and that RTSP is the only streaming protocol that is supported. Resolution 1. Locate the video stream URL From the Intercoms web interface go to Intercom Settings > Video. The stream URL's can be viewed under the RTSP Information heading. 2. Configure Security Expert to use the video stream URL To view the Intercoms camera feed within Security Expert, follow the instructions on how to set up a direct camera outlined in the Security Expert Operator Reference Manual under the Direct Camera heading. The direct camera URL for the Intercom to be input here is the one found in Step 1 above. ... View more

Issue Events are not showing up with configured text and background colors after configuring the specific Event Types. Product Line Security Expert Environment Security Expert Cause The Security Expert Data Service needs to be restarted after making changes to the Event Types. Resolution Navigate to Global | Event Types and change the display colors (background and /or text) for your required events. In the example below the operator login/logout events have been changed from the default colors to now be blue text on a yellow background. Note that you can click the column header to sort by name as well as use the search magnifying glass to filter the event list down to make it easier to find specific events. Figure 1 - Event Types After saving your Event Type changes either restart the PC or restart the Security Expert Data Service for your changes to take effect. Start up and log in to Security Expert Client to see the new event colors. Figure 2 - Example Status Page Events Figure 3 - Example Event Report Events ... View more