General Troubleshooting - Metasys - LIT-12012162 - MS-ADS05U-0 - MS-ADX100SQL2-0 - MS-ADX100U-0 - MS-ADX10SQL-0 - MS-ADX10U-0 - MS-ADX25SQL-0 - MS-ADX25U-0 - MS-ADX50SQL-0 - MS-ADX50SQL2-0 - MS-ADX50U-0 - Server - Metasys Server - 11.0

The error messages are located in the following folder:

C:\Users\<username>\AppData\Local

Metasys_Server_x.x_<date>.html, where x.x is replaced by the release version number.

Before you restart the computer, use the Metasys Post Install (MPI) Database tool to complete necessary data type conversion work. Refer to the Database Tools Commissioning Guide (LIT-12012254).

The computer has two instances of the RabbitMQ database. To resolve, open a Command prompt as Administrator and run the Enable_RabbitMQ_Management.bat script that is located in the following location on the ADS/ADX server:

C:\ProgramData\Johnson Controls\MetasysIII\Diagnostics\Utilities

The JCIHistorianDB upgrade script timed out during ADX installation. Ordinarily, this script completes within a few seconds, but it may take longer if the existing JCIHistorianDB is very large or the server is busy with other activities. If this timeout occurs during ADX installation, uninstall the ADX, restart, wait 5 to 10 minutes, and then reinstall ADX.

The device upgrade process lists the user names whose passwords were updated to the default password that you specified when you performed the upgrade. Each user enters this default password upon initial log in, then defines a new password when prompted.

This problem can occur if the computer has a previous release of Metasys UI software installed. Uninstall Metasys UI and try the installation or upgrade again.

This problem occurs when the frameworkproperties.properties file does not update correctly. This file contains network parameters for ADS/ADX or ADS-Lite communication.

This problem occurs because upgrades overwrite the .config files for the Metasys system.

To retain custom settings related to the serial printer DDA, Metasys Advanced Reporting System refresh rate, and other system behavior, you must restore these customizations after each upgrade. Refer to the ADS/ADX Commissioning Guide (LIT-1201645).

The event buffer of the network engine is almost full and the ADS/ADX cannot clear out the events. This issue may occur after the ADS/ADX is upgraded to new release but the network engine remains at an older release. To resolve, manually delete all the events from the network engine.

Allow one to two hours per 500 engines for the Online Archive to gather and populate the attributes and other data displayed in the Building Network tree. We recommend not accessing the Building Network tree objects and viewing the object's Detail widget during the initial startup and sync. Furthermore, do not issue Bulk Commands through the Advanced Search feature in the Metasys UI during initial startup and sync.

For the first error, the specified user credentials are incorrect or the syntax used to specify the server name in the Server Name field is incorrect. The correct syntax is: <servername> (default instance) or <servername>\<database instance> (named instance). Valid examples:

localhost

10.10.9.50

10.10.9.50\MySQLInstance

For the second error, the archive name specified in the SCT Archive field is incorrect.

As the result of FIPS 140-2 compliance at Metasys Release 11.0, existing user accounts are affected. Cancel the upgrade process. Then, for each affected user, set a new password and verify that the Never Expire property under Account Policy is not set. The FipsLockUsers.txt file lists the user accounts that you need to fix. Additionally, for all other Metasys users, set a new password for any user who has not changed their password in more than two years. Then, restart the upgrade process.

The version of SQL Server currently installed is not compatible with the ADS/ADX at Release 11.0. Exit the installer and see Prerequisite Software Checklist for Installation and Upgrade for a list of supported versions of SQL Server.

This message is simply a notification that the version of SQL Server software currently installed on the computer is at the minimum level required for that version. The message is not prompting you to upgrade the SQL Server software that is currently installed on the computer. Click OK to continue with the installation, or click Cancel if you want to stop and upgrade to a later, supported version of SQL Server.

A change from Microsoft made the Allow Updates server configuration option obsolete, adversely affecting the installation of ADX software. You need to execute a SQL Server script on the database server computer for a split ADX installation to work. Follow these steps:

1. Start SQL Server Management Studio on the database server computer.
2. Click New Query, and execute the following query:

   exec sp_configure 'show advanced options', 1;

   GO

   RECONFIGURE WITH OVERRIDE;

   GO

   sp_configure 'allow updates', 0;

   GO

   RECONFIGURE WITH OVERRIDE;

   GO

3. Run the ADX software installation again on the web/application server computer.

The ADS/ADX uninstallation program could not locate and drop user g3-user. This situation does not affect the uninstallation. You can ignore the message. The ADS/ADX uninstallation should complete normally.

When this error occurs, the uninstall program could not remove the MetasysReports folder.

Click OK to continue. After uninstalling the ADX software, manually delete the following folder and all its contents:

C:\inetpub\wwwroot\MetasysReports

When this error occurs, the uninstall program could not remove the ADS/ADX software because the Metasys FIPS component must be uninstalled from the computer. Remove the FIPS License Update first, (Uninstalling and unlicensing FIPS component), then remove the ADS/ADX software.

The computer's firewall settings may be set incorrectly. See Configuring the Windows firewall for steps on how to configure the firewall.

Windows is trying unsuccessfully to access the Internet to retrieve .NET Framework 3.5 files or other necessary updates. Select either choice and refer to the Windows support website for further instructions.

Add the site to your web browser as a trusted site or disable Enhanced Security.

To disable Enhanced Security for the server operating system, follow these steps:

1. Start Server Manager.
2. On the Server Manager window, click Local Server.
3. In the right column, set the parameter IE Enhanced Security Configuration to Off.

The Windows server computer (web/application server computer in a split configuration) must allow the Metasys III Device Manager and Metasys Action Queue services to run.

The services may need to be explicitly allowed to run. Use the Security Configuration Wizard to identify the Metasys III Device Manager service and Metasys III Action Queue service as Windows services that are allowed to run.

This error may appear when a user is denied access to the ADS/ADX computer over the network.

Anti-spyware software is installed on the computer and is not configured to allow the Metasys III Device Manager Service or Metasys III Action Queue Service to run; or, the anti-spyware software is not allowing the hosts file to be updated.

Refer to the Network and IT Guidance Technical Bulletin (LIT-12011279).

Because SQL Server software versions and configurations vary, your upgrade procedure may differ from what is documented in Johnson Controls literature. If your upgrade does not follow the steps published in our literature and you are unsure about which selections to make, go to http://technet.microsoft.com/en-us/default.aspx for information. Perform a search based on the version of SQL Server software you want to install; for example, SQL Server 2019 or Upgrading to SQL Server 2019.

Consult the error log file. The error messages file is located in the following folder:

C:\Program Files\Microsoft SQL Server\<number based on the SQL release>\Setup Bootstrap\Log\Summary.txt

Correct the problem and try the SQL Server installation or upgrade again.

The text within the Command Line Options window contains errors. Correct the errors or restart the SQL Installer so that the Command Line Options window defaults to its original content.

Log in to the database server of the split ADX. Start the Registry Editor (regedit). In the tree on the left, browse to HKEY_LOCAL_MACHINE\SOFTWARE\Johnson Controls\Metasys\ADS. The DBServer field displays the name of the SQL Server instance currently in use by the ADX.

If the computer name does not meet this criterion, change the computer name.

Refer to the ADS/ADX Commissioning Guide (LIT-1201645).

You need to install Microsoft .NET Framework 3.5 before you install Microsoft SQL Server Management Studio software. Cancel the installation and install .NET Framework 3.5 first, then install SQL Server Management Studio software.

For SNE and SNC engines upgraded to Release 11.0, you cannot change the Computer Name and JCI IP Address at the same time. If you need to change both of these attributes, change one at a time. The engine resets after each operation.

After you convert databases created with an older version of SQL Server software to a newer version of SQL Server software, you cannot go back to the older format. Two different SQL Server software formats cannot coexist on the same computer.

If you have some customers who use the older version of SQL software and some customers who use the newer version of SQL software, you must maintain the SQL software versions on separate computers. You can work around this issue by downloading from a system running a newer version of SQL Server software and then uploading the archive into a system running an older version of SQL Server software.

If this server is running at an MVE site, the Active Directory single sign-on (SSO) feature is not available for the ADX UI (per design).

Solution 1: The Internet Explorer web browser proxy setting is set to bypass the proxy server for local addresses. To resolve this problem, start the browser and select Tools > Internet Options. Click the Connections tab, then LAN Settings. On the Local Area Network Settings window, select Automatically Detect Settings and select Use automatic configuration script. Type the address of the proxy server. Then, clear both check boxes under the Proxy server section. Relaunch the browser.

Solution 2: The URL of the ADS/ADX you entered included a space. Remove the space and reload the page.

Solution 3: The Launcher is configured to use a proxy server, even though the network does not require a proxy server. Open the Launcher and click the Network Settings button. On the Network Settings window, select Use browser settings.

Solution 4: Microsoft SQL Server is not running. Start the SQL Server service with the SQL Server Configuration Manager.

Solution 6: The computer contains files from an earlier operating system or from an earlier version of Metasys software that is conflicting with the updated software. Verify that a folder with an older OS does not exist on the hard disk (for example, WINDOWS.OLD).

Solution 7: The computer is using an older version of the Internet Explorer web browser. Upgrade the browser to version 11.

You are trying to use an older version of Launcher that is not compatible with this ADS/ADX release. Uninstall the old version of Launcher, then try again. Or to have the latest Launcher pushed to your computer directly from the ADS/ADX computer, open the browser and go to http://<server computer name or IP address>/launcher.msi.