Troubleshooting - BCPro - LIT-12011905 - Server - BCPro Data Server - 4.0

BCPro Data Server

Brand
BCPro
Product name
BCPro Data Server
Document type
User Guide
Document number
LIT-12011905
Version
4.0
Revision date
2020-03-27
Language
English

Table 1. Troubleshooting
Problem Solution

Logon responds with:

Unable to Login. Unexpected Error.

A user might be denied access to the BCPro Workstation or BCT computer over the network. From the Control Panel > Administrative Tools. check the Local Security Policy properties on the BCPro Workstation or BCT computer and make sure that the user’s name is not listed under the User Rights Assignment called Deny access to this computer from the network.

OR

An Active Directory user is denied access to the BCT because their user name has not been added to the MSEA-SSO user group on the BCT computer. For details, refer to the Security Administrator System Technical Bulletin (LIT-1201528).

OR

Verify the JRE proxy settings are disabled. To verify proxy settings are disabled:

  1. From the Start menu, select Settings > Control Panel.
  2. Select the Java icon. The Java Control Panel appears.
  3. Select the Proxies Tab.
  4. Clear the Use browser settings check box.
  5. Click OK.

OR

BCT must be completely uninstalled. You may also have to uninstall IIS and the .NET Framework. Reinstalling BCT should fix this problem. If there are error messages from the Installer, there may also be an issue at runtime.

BCT installer responds with:

XPPKInitConsole,exe crash

Error typically occurs if IIS is installed after the .NET Framework. Uninstall .NET, IIS, and BCT. Reinstall in the following order: IIS, .NET, BCT.

Downloading and uploading the database of a device in BCT causes a Communication Error (521).

The BCT is case sensitive for the names of the Router and Gateway devices. Create a new Router and Gateway device in BCT and give it the exact same name of the device. For example, the name router1 is different from ROUTER1 in BCT.

Downloading/Uploading the database of a device in BCT causes a Communication Error (521) or error (522).

This error occurs when the Routers and Gateways have domain names defined for them, but the domain names are not defined in BCT. When you define a new Site or a new Supervisory device in BCT, you must include the domain name as part of the name (for example, router.cg.jci.com instead of just router). It is also possible to use the IP address of the device that the archive is being taken from.

BCT upgrade tool fails with the following archive upgrade log error for a restored database:

In ConvertArchives: Error in reading archive data for fixbuild1, Empty Archive

Verify the name of the backup matches the name of the archive. To verify the backup and archive names match, log onto the Site Director. The name at the top of the tree is the archive name. Rename the BCT backup database to match the archive name, restore the database, and execute the archive upgrade again.

The BCT installed without error, but the BCT UI window freezes or stalls while Java software is loading.

A connection manager may be installed on the computer. If present, uninstall the connection manager.

As a reference, refer to Microsoft Knowledge Base Article KB910435 (http://support.microsoft.com/kb/910435).

BCT responds with:

You do not have permission to use the Building Configuration Tool

This error occurs when you attempt to log onto the BCT and you do not have proper permissions assigned. If you are an Active Directory user, this occurs when attempting to start the BCT.

Verify that Building Configuration Tool is an assigned privilege for the user in the System Access Permissions of the Security Administrator System.

The BCT download freezes with the load status of establishing communications. No error message appears.

If this problem occurs while performing downloads in the BCT, wait a few minutes to allow the download to complete. Then, refresh the BCT display. The updated status message appears when the download completes.

Note: The amount of time it takes to download depends on the size of the database, but is usually a few minutes.
Note: In addition, you can determine that the database downloaded properly by waiting for the device to come online after the download completes.

When downloading a device or server, one of the following messages appears:

Communication Lost after Reset Communication error (521)

This error may occur due to problems with network connectivity, or the unavailability of the target devices.

Check if the device to which you are downloading is powered, operational, and has network connectivity to the computer running BCT.

In BCT, device names start with sync_copy after synchronizing databases.

The synchronization failed. This problem may occur when the BCT computer disconnects from the network before the synchronization completes.

Under normal synchronization behavior, the BCT creates a copy of your device database. For example, a database named RouterName has a copy called sync_copy_RouterName. Then the BCT creates a fresh copy of the database RouterName with which to work. If a problem occurs with the synchronization while BCT has control, the BCT deletes the fresh copy RouterName database and renames the sync_copy_RouterName database to RouterName. No data is lost.

When problems such as the BCT computer disconnecting from the network before the synchronization completes, both copies of the database appear in the BCT.

To resolve sync_copy device databases:

  1. Delete both the device and its copy (for example, RouterName and sync_copy_RouterName) from the BCT database.
  2. Upload the device (RouterName) if you have only made changes in the online BCPro UI; otherwise, restore the backup of the BCT database and download the device.
Note: Make sure the BCT computer remains running and online until the synchronization process completes to prevent future failures.

In BCT, when trying to save a standard user graphic from a restored database, the following error appears:

Failed to communicate to the server or device.

This problem occurs when the user graphic size is over 4 MB, which is the default maximum allowed size for a IIS message as defined by Microsoft Corporation.

The workaround is to increase the default size using the <httpRuntime> element in the system.web section of the web.config file. Change the values of the maxRequestLength and executionTimeout attributes.

Note: maxRequestLength is defined as the number of KB allowed, so the default is 4096 KB (4 MB); executionTimeout is the number of seconds until the request is killed.

For example, a maxRequestLength of 40 MB and executionTimeout of 10 minutes appears as follows (see the bold text in this sample web.config file snippet):

... 
<configuration>
<appSettings>
<!-- The following settings are used by the GenericItem Capability. -->
<add key="GenericItemDb.AssemblyName" value="C:\inetpub\wwwroot\BCMIII\Tool \bin\Subsystems.Database.dll"/>
<add key="GenericItemDb.ClassName" value="JohnsonControls.BCMIII.Database. GenericItemDbFactory"/> 
...
</appSettings> 
<system.web>
<httpRuntime executionTimeout="600" maxRequestLength="40960"/>
</system.web>
</configuration>

On the Windows 7 operating system (OS), applications (including Windows Tools such as IIS Manager, Windows Event Viewer, and so on) do not run with Administrative privileges even though you are logged into the computer as an Administrator.

Manually run the application as an Administrator:

Right-click the application and select Properties > Run As Administrator.

On Windows 7 when using Windows Authentication to access a SQL database with SQL Server Express Management Studio (or other user driven application), you do not obtain sysadmin permissions in the SQL database even though you are logged into the computer as Built-in/ Administrators have sysadmin permissions in the SQL database.

Manually run the application as an Administrator:

Right-click the application and select Run As Administrator.

On Windows 7, you cannot view log files.

Due to changes in Administrator viewing behavior, log files may not be visible. Manually run Windows Explorer as an Administrator:

Right-click the Windows Explorer icon and select Run As Administrator.

On Windows 7, you cannot access protected folders (such as Program Data) even though you are logged into the computer as an Administrator.

Manually run Windows Explorer as an Administrator:

Right-click the Windows Explorer icon and select Run As Administrator.

On Windows 7, you cannot find the Add/Remove programs option in Control Panel.

Add/Remove Programs is now called Programs and Features. From Control Panel, select Control Panel Home on the left pane. Then in the right pane, select Programs > Programs and Features.

On Windows 7, you cannot locate where to change the folder settings, such as showing file extensions and showing system files.

From Control Panel, select Appearance and Personalization > Folder Options.

Note: This task is done on an individual user basis.

Windows 7 does not prompt for Consent or Credentials.

This situation happens when you are logged in as the built-in Administrator account. The built-in Administrator account provides a full administrator access token, unlike other administrative users who are logged in with only standard access tokens that require elevation to perform administrative tasks. In Windows 7, the built-in Administrator account is disabled.

An object appears with no name in the navigation tree or the Focus/Configuration tab.

This problem occurs when an object is created through third-party BACnet network and neither the Object Name (BACnet property) nor the User Name (Johnson Controls proprietary property) is initialized. As a result, the object appears with no name in the navigation tree (that is, only the icon appears) or the Focus/Configuration tab. The object functions properly. An BCT download works and the BCPro UI displays the information as it was before the upload.

The UI forces you to enter a user name when you attempt to edit any other fields of the object.

This problem does not occur if you specify an Object Name either during the BACnet create or through a BACnet write after object creation.

The BCPro system cannot discover BACnet Trend Logs on a Siemens® device.

You cannot discover BACnet Trend Logs on a Siemens device. Add the Trend Log manually to show the trend log attributes in the views and log data graph properly. The Siemens third-party Trend Log object does not support the Logging Type attribute, which is used in the BACnet discovery process.

The download seems to progress correctly, but the BCT UI reports that the load still is establishing communications. No errors appear.

This issue can occur at any BCPro release and is a result of a problem with the ActionQ. With this issue, the load executes successfully, but the UI does not show the status of the download correctly. If you suspect the download is complete, refresh the screen and verify that the status of the download is complete.

Nodes in the navigation tree are slow to open.

This behavior may occur if the NavTreeCache database requires maintenance. A stored procedure in the NavTreeCache database called spu_DoDBMaintenance performs the required maintenance. You can run this stored procedure manually or on a schedule using either the SQL Server Agent or Windows OS Task Scheduler. Refer to microsoft.com for details on stored procedures and how to run them.

When entering the IP address in the Internet Explorer address bar to launch BCPro software, multiple UI windows open.

If you are using a private network, we recommend you turn off the Internet Explorer SmartScreen Filter feature.

Failure to do so does not prevent BCPro software from running, but may launch multiple UI windows unnecessarily.

After a VND Integration is defined and a resource file extension is added, the file associated with the resource is not downloaded into the device (\N40 folder) and therefore cannot be found or used for point auto-discovery.

Problem occurs when the User Access Control (UAC) default setting is set higher than Never Notify. Lower the UAC to Never Notify and the resource file can then be downloaded into the Router.

Note: Windows 7 operating systems may require changing the User Account Control (UAC) settings to allow resource files (LON and Vendor Integrations) to be added to the NxE/LCS engines. The BCPro Site Portal does not inform the user when a resource file fails to download.

After adding a field device using the Insert Field Device Wizard and using Auto Discovery, the navigation tree does not automatically update for defined points (+ sign appears next to device in tree).

If the navigation tree does not automatically update for defined points after adding a field device using Auto Discovery (+ sign appears next to device in tree) select Refresh All Tabs on the Action Menu to update.

The Alarms window does not appear.

The Alarms window is disabled for the BCPro Workstation, Router, and Gateway. All alarm management occurs in the BCPro user interface.