SCT Troubleshooting - Metasys - LIT-12011964 - Software Application - System Configuration Tool - 13.2

Metasys SCT: System Configuration Tool Help

Brand
Metasys
Product name
System Configuration Tool
Document type
User Guide
Document number
LIT-12011964
Version
13.2
Revision date
2020-01-21
Language
English
Table 1. Troubleshooting

Error or Error Message

Description

SCT installer responds with:

PPKInitConsole.exe crash

Error typically occurs if IIS 5.0 is installed after the .NET Framework. Uninstall .NET, IIS, and SCT. Reinstall in the following order: IIS, .NET, SCT.

SCT 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 in to the Site Director. The name at the top of the tree is the archive name. Rename the SCT backup database to match the archive name, restore the database, and execute the archive upgrade again.

An SCT install fails to install on a virtual machine and the SCT Install Log references a timeout error for the 999_MetasysTranslationDictionary.sql script.

Dynamic RAM of virtual environments can be problematic with some SQL Server instances. You can increase the MemToLeave on the SQL server to 384mb. For more information on memory errors refer to the Microsoft Knowledge Base Article ID: 969962.

https://support.microsoft.com/en-us/kb/969962?wa=wsignin1.0

If your issue persists after changing the MemToLeave value see Microsoft Knowledge Base Article ID: 956893 for Microsoft SQL Server virtual environment support.

https://support.microsoft.com/en-us/kb/956893

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

A connection manager may be installed on the computer. If present, uninstall the connection manager. Refer to Microsoft Knowledge Base Article ID: KB910435 (http://support.microsoft.com/kb/910435).

SCT responds with:

You do not have permission to use the System Configuration Tool

This error occurs when you attempt to log in to the SCT without proper permissions assigned. If you are an Active Directory user, then this error occurs when attempting to start the SCT.

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

The Software Manager Notice dialog box appears when you launch SCT.

To resolve this problem, complete the following steps:

  1. Open the Software Manager software installed with SCT.
  2. Validate SCT and your field controller package files are listed with a Licensed status.
  3. If SCT or the field controller packages are listed as Unlicensed, select Activate New in the Choose Action drop-down list or click the Add License button.
  4. Follow the on-screen prompts through the License Portal or upload an offline License Activation File. When your software is licensed, open the SCT software.

Login responds with:

Unable to Login. Unexpected Error.

A user may be denied access to the ADS/ADX/OAS/ODS/SCT computer over the network. From Control Panel > Administrative Tools, check the Local Security Policy properties on the ADS/ADX/OAS/ODS/SCT 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.

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

Verify the JRE proxy settings are disabled. To verify proxy settings are disabled:
  1. On the Start menu, select Settings > Control Panel.
  2. Select the Java icon. The Java Control Panel appears.
  3. Select the Proxies tab.
  4. Click to clear the Use browser settings check box.
  5. Click OK.

SCT must be completely uninstalled. You may also have to uninstall IIS 5.0 and the .NET Framework. Reinstalling SCT should fix this problem. If error messages output from the Installer, then you may encounter issues at runtime.

If you change the ADS/ODS password, then you must reboot your computer for the password change in SCT to take effect.

SCT does not log in to allow HVAC PRO to load despite already being logged in to the engine.

SCT (offline) allows you to log in and run HVAC PRO, but you receive a ZSWHPRO crash when you try to do anything over Passthru.

The Site Director is offline. Log in and verify it is online.

HVAC PRO gives the item reference of the engine, but fails to get any controllers and causes ZSWHPRO.EXE to crash.

Only the second N2 Trunk is integrated. Integrate the first N2 Trunk, even if it has no controllers on it. You must integrate the first N2 Trunk if N2 Trunk 2 is being used in HVAC PRO, even if there are no devices on the first N2 trunk.

After patching SCT, the following window appears when you attempt to open an archive:

This Archive needs to be upgraded to the current version before it can be opened. The upgrade can be monitored through the Action Queue.

Click Upgrade Archive to upgrade the archive to the current version.

The upgrade of an archive database fails.

If an archive database upgrade fails, then the database is in an unknown state. To recover, open the database again. SCT detects the failed upgrade and runs the restore process, which overwrites the failed database with a copy of the original database. After the restore process is complete, open the archive database and initiate the upgrade process again.

Downloading and uploading the database of an NxE in SCT causes a Communication Error (521).

Check that the engine is online.

Downloading and uploading the database of an engine in SCT causes a Communication Error (521).

SCT is case sensitive for the names of the engines. Create a new Supervisory device in SCT and give it the exact same name of the engine. For example, the name nae is different from NAE in SCT.

Downloading/Uploading the database of an engine in SCT causes a Communication Error (521) or error (522).

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

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 the following:

  • The device (engine, ADS, ADX, or ODS) to which you are downloading is powered, operational, and has network connectivity to the computer running SCT.
  • In an ADX split configuration, both the ADX web/application server and the ADX database server are powered and operational, and the ADX web/application server has network connectivity to the computer running SCT and to the ADX database server.

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

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

Notes:

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

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

This issue can occur at any Metasys 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, then refresh the screen and verify that the status of the download is complete.

You inadvertently download an ADS/ADX database to an ODS, and receive the following text within a View Status window message:

Version mismatch

Do not download an ADS/ADX database to an ODS.

You perform a code download for SCT, the download fails, and you receive the following generic error text:

Communication Error (521)

This problem occurs when necessary communication ports are not open to complete proper software functionalities.

SCT functionality requires only port 80 needs to be open; however, for increased efficiency, an open port 9911 allows updates to complete faster for devices on the same subnet.

The Device Debug Files retrieval and the Device Discovery functionalities of SCT require the opening of ports: 67, 68, 69, 80, 162, 9910, and 9911.

You perform a download to an OAS and receive a Device Internal Error. Check the Trunk Number attribute for any MS/TP integrations on the OAS. Although you can enter trunk number values of 1 and 2 in the SCT, on an OAS these values are reserved for the USB ports. Change all MS/TP trunk number values on the OAS to 3 or above.

Download Code error. (12061)

This error code response occurs in a variety of scenarios. Go to the Archive Log for additional information, or contact the nearest Johnson Controls representative.

Download Code error. (34645)

This error code response is displayed in the ActionQ Completion Actions table when a variety of error scenarios occur. See the download code error scenarios in the following table for some potential causes and solutions:

Potential Cause

Solution

Unable to read MAC address from device

Aborting code load because no valid disk image file found for release

This error occurs because the NAEs images were not extracted and placed in their proper hard disk location.

Needed socket is used by another process.

Close the NAE Update Tool if it is running to open the socket.

Unexpected exception, code download aborted prematurely

Code download aborted because corresponding disk image file is not found

See the solution for aborting code load above.

Please select an Ethernet adapter from the tools menu

On the Tools menu, select the Select Ethernet Adapter option and select the adapter through which the Engine, ADS, or ADX can be communicated with.

Code download aborted because the NAE Update Tool is not installed

Install the NAE Update Tool before performing code download.

Engine has not made a response to start an update

Diagnose with the NCT tool and reattempt.

Load Authorization failed because unable to login to load destination for user: MetasysSysAgent

After you perform a download to an engine at Metasys Release 10.0, the engine reports as offline to the Site Director.

Add the domain of the Site Director to the Completion Domains attribute of the engine, then perform the download again. See Engine Attributes.

During the Upload process, an Upload Aborted Error (512) occurs.

For SCT to upload a device such as an NCE with an associated .caf file, CCT must be installed.

You use the Upload from Device option with SCT for an NIE29, and receive the following error:

File transfer error (524). LoadApplication failed for MS-NIE29.

All the points and controller information are represented in the UI, but the .caf file failed to upload.

The NIE29 device is not available as a supported supervisory device in the CCT.

As a workaround, configure the NIE29 as an NCE25 in CCT. Preserve the CAF file of the NIE29 by first uploading the device files with a site upload to the SCT. Using the site upload within SCT prevents generating an error within the process.

You use the Upload From Device option within SCT and receive the following error:

Error uploading files for ADX01//ADX01:ADX01: Upgrade the Site Director before any devices. at JohnsonControls. MetasysIII. ActionQ. N50Upload. Upload()

Starting at Release 10.0, a Site Director's archive defined software version must match the physical version, or the upload fails. Uploads no longer replace the defined archive device version with the version of the physical device.
You perform an upload from a network engine, the Action Queue reports that the process completes successfully, but the site object and engine are removed from the archive database.

The Site Director settings on a network engine are different to the settings stored in the SCT archive database for that engine. For example, the network engine is configured as the Site Director, but the network engine's Local Site Director attribute references a different device.

To resolve this issue, complete the process to demote the network engine. If the network engine is a Release 10.0 or later then pair the network engine with the new Site Director. For more information, refer to the appropriate section in the relevant commissioning guide. For example, the Designating an NAE as a child of a Site Director section of the NAE Commissioning Guide (LIT-1201519).

Alternatively, to configure the network engine as the Site Director, update the network engine's Local Site Director attribute to reference the network engine.

When you attempt to use one of the N2 Passthru tools, the following error message appears:

Supervisory Device Offline

M-Tools may have been installed while running the N2 Passthru. Shut down all active N2 Tools and SCT. Reinstall SCT.

A DX9100 device may remain offline after exiting the GX9100 Commissioning tool. This occurs when the tool is run in passthru mode from an ADS. In the engine, the DX9100 N2 Device tab shows: Offline = True and Enabled = True

The GX9100 device is disabled at the GX9100. To enable the GX9100 device, you must first command the DX9100 N2 Device to Disable, then command the DX9100 device to Enable.

N2 applications respond with no information, or lock up.

Two N2 Passthru Applications may not run at the same time when used in Passthru mode. Close all of the N2 Passthru applications and restart. Run one N2 Passthru application at a time.

When you attempt to execute any N2 Passthru tool (for example, HVAC PRO) from the ADS, ADX, ODS, or engine user interface, the following error appears:

The Supervisory Controller does not contain any supported devices.

Date or time may be incorrect. Verify that all dates and times are correct. For more information, refer to Appendix: Time Zone, Date, and Time Management in the ADS/ADX Commissioning Guide (LIT-1201645) or ODS Commissioning Guide (LIT-12011944).

Item name may be too long. See the HVAC PRO Name Restrictions in Passthru Mode.

The N2DeviceLoader/LoaderUI (LoaderUIG3.exe) crashes when you try to connect to the site.

The error typically occurs when you have a child engine listed above the Site Director. When the child engine appears offline (with a red or blue X), the N2DeviceLoader/LoaderUI crashes. Right-click the offline engine and choose Remove from Site.

Problems launching cTools from a passthrough session using Windows 8 or Windows 7.

If the User Access Account is turned on, you cannot launch any of the cTools from the NxE, ADS, ODS, or SCT Field Device menu. The applications do not launch.

If the User Access Account is turned off, then the Field Device menu works correctly in SCT, NxE, ADS, and ODS.

You need to create a Run as Administrator function on the cTool applications that are launched. You also should add a Run As Administrator function to all the applications in the Start Menu > Configuration Tools folder.

After trying to update the disk image on a supervisory device, the following message appears in the ActionQ View Status window:

Unexpected exception, code download aborted prematurely. The update is cancelled since all communication failed.

The code download feature does not work if the SCT computer is behind a Network Address Translation (NAT) server, or you are running a virtual machine with a network configured for NAT access.

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

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

Under normal synchronization behavior, the SCT creates a copy of your device database. For example, a database named NAEname has a copy called sync_copy_NAEname. Then, the SCT creates a fresh copy of the database NAEname. If a problem occurs with the synchronization while SCT has control, then the SCT deletes the fresh copy NAEname database and renames the sync_copy_NAEname database to NAEname. No data is lost.

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

To resolve sync_copy device databases:

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

In SCT, 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.websection 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 4,096 KB (4 MB); executionTimeout is the number of seconds until the request is killed.
For example, a maxRequestLength of 100 MB and executionTimeout of 60 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\MetasysIII\Tool\bin\Subsystems.Database.dll"/>  
<add key="GenericItemDb.ClassName" value="JohnsonControls.MetasysIII.Database.GenericItemDbFactory"/>  
...  
</appSettings>  
<system.web>  
<httpRuntime executionTimeout="3600" maxRequestLength="102400"/>   
</system.web>  
</configuration> 

Applications (including Windows tools such as IIS Manager and Windows Event Viewer) do not run with Administrative privileges even though you are logged in to the computer as an administrator.

Manually run the application as an administrator:

Right-click the application and select Run As Administrator.

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

Manually run the application as an administrator:

Right-click the application and select Run As Administrator.

You cannot view log files.

To view the log files, manually run Windows Explorer as an administrator:

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

You cannot access protected folders (such as Program Data) even though you are logged in to the computer as an administrator.

Manually run Windows Explorer as an Administrator:

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

You cannot find the Add/Remove programs option in Control Panel.

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

You cannot locate where to change the folder settings, such as showing file extensions and showing system files.

In Control Panel, select Appearance and Personalization > Folder Options .
Note: This task is done on an individual user basis.

The operating system does not prompt for your 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 8 and Windows 7, the built-in Administrator account is disabled.

You try to update the disk image on an NxE55 supervisory device, and receive the following message in the View Status window:

Code update failed for <Site Director Name:NxE55 Name>. Needed Socket is used by another process. Close the NUT if it is running.

The Code Download option requires that the NAE/NIE Update Tool is not running at the same time and on the same computer as the SCT. Close the NAE/NIE Update Tool and try the download again.

You use the Manage Archive wizard, attempt to log in to a network engine, and then see the following error:

Could not retrieve the classid for the online device. ClassID is NO_CLASS.

If you use the NAE Update Tool to update a Release 9.0 or earlier NIE55 to Release 10.0, you must first use the ChangeModel tool to convert the NIE55 to an NAE55. Otherwise the engine is not assigned a valid ClassID.

To resolve this problem, complete the following steps:

  1. Use the NAE Update Tool to install a Release 9.0 or earlier image on the NIE55. For more information, refer to the NAE Update Tool Help (LIT-12011524).
  2. Use the ChangeModel tool to convert the NIE55 to an NAE55. For more information, refer to the ToggleTunnel and ChangeModel Technical Bulletin (LIT-12011531).
  3. Use the NAE Update Tool to install a Release 10.0 or later image on the converted network engine.