Troubleshooting - Metasys - LIT-12012115 - Server - Metasys UI - 11.0

Metasys UI Technical Bulletin
Product
Building Automation Systems > Graphics and Interfaces > Metasys UI
Document type
Technical Bulletin
Document number
LIT-12012115
Version
11.0
Revision date
2020-10-30
Product status
Active
Table 1. Troubleshooting

Error or error message

Description with resolution

After installing Metasys UI or Metasys UI Offline, you receive the following error when browsing to the site:

HTTP Error 500.21 – Internal Server Error.

Handler “ExtensionlessUrlHandler-Integrated-4.0″ has a bad module “ManagedPipelineHandler” in its module list.

The ASP.NET component experiences a registration issue. This issue occurs when the ASP.NET component installs before the Internet Information Services (IIS) component is installed and configured appropriately.

To resolve this issue:
  • Windows 10, Windows 8.1:
    1. Right-click Windows PowerShell and select Run as Administrator.
    2. Enter the following line: Install-WindowsFeature Web-Asp-Net45.
    3. Press Enter.
  • Windows 7 (64-bit):
    1. Right-click Command Prompt and select Run as Administrator.
    2. Enter the following line: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -i.
      Note: Ensure you include the -i at the end of the command line.
    3. Press Enter.

For more information about this solution, go to https://msdn.microsoft.com/en-us/library/k6h9cz8h%28v=vs.140%29.aspx.

If this solution does not resolve the error, see the following solution.

After installing Metasys UI or Metasys UI Offline, you receive the following error when browsing to the site:

HTTP Error 500.21 – Internal Server Error.

Handler “ExtensionlessUrlHandler-Integrated-4.0″ has a bad module “ManagedPipelineHandler” in its module list.

The UI_AppPool or the UIOffline_AppPool's Managed Pipeline Mode is set to Classic instead of Integrated.

To change the Managed Pipeline Mode setting:
  1. On the ADS/ADX or ADS-Lite where Metasys UI is installed, go to Start > Control Panel > Administrative Tools and double-click Internet Information Services (IIS).
  2. In the Connections pane, expand Default Web Site and select UI or UIOffline.
  3. In the Actions pane, click Basic Settings.
  4. The Edit Applications window appears. Verify that the Application pool field is set to UI_AppPool. Click OK.
  5. In the Connections pane, select Application Pools.
  6. In the Application Pools, select UI_AppPool or UIOffline_AppPool.
  7. In the Actions pane under Edit Application Pool, click Basic Settings.
  8. The Basic Settings window appears. In the Managed pipeline mode field, change the mode from Classic to Integrated.
  9. Click OK.

For more information about managing Request-Processing for Application Pools, go to https://technet.microsoft.com/en-us/library/cc725564(v=ws.10).aspx.

An issue requires an application pool recycle.

Please refresh your browser to check if Metasys is available.

The following are examples of issues that may require an application pool recycle:
  • When a user is logged into SCT or Metasys UI Offline for long periods of time with no session expiration, the Metasys UI Offline becomes unresponsive and displays an Unexpected Error message. To resolve this issue, recycle the UIOffline_AppPool and the MSEA_SCT_AppPool.
  • When you work with Custom Symbols, after you import the Custom Symbols pack, refresh the browser (Ctrl + F5) and refresh the Internet Information Services (IIS) Manager to resolve potential dictionary issues, and to ensure that animation and Custom Behavior work properly.
  • Recycle the UI_AppPool to see new schedules added in SMP, schedules deleted from SMP, or new schedules from recently added engines on SMP.
  • Recycle the UI_AppPool when a Trend report is missing the Trend chart image.
Important: When you recycle a Metasys UI or Metasys UI Offline application pool, all users logged into the site are logged out. When you recycle the Metasys UI application pool, users may lose work, such as adding exceptions or editing schedules in the Schedules widget. Use caution when recycling the application pool.

An issue requires a Metasys UI application pool recycle.

To recycle the Metasys UI application pool:
  1. On the server where the Metasys UI software is installed, go to Control Panel > Administrative Tools.
  2. Double-click Internet Information Services (IIS) Manager.
  3. In the Connection pane, select the server and click Application Pools.
  4. On the Application Pools page, select the UI_AppPool.
  5. In the Actions pane, click Recycle and click Yes.

An issue requires a Metasys UI Offline application pool recycle.
To recycle the Metasys UI Offline application pool:
  1. On the server or SCT computer where the Metasys UI Offline software is installed, go to Control Panel > Administrative Tools.
  2. Double-click Internet Information Services (IIS) Manager.
  3. In the Connection pane, select the server and click Application Pools.
  4. On the Application Pools page, select the UIOffline_AppPool.
  5. In the Actions pane, click Recycle and click Yes.

An issue requires an SCT application pool recycle.
To recycle the SCT application pool:
  1. On the server or SCT computer where the Metasys UI Offline software is installed, go to Control Panel > Administrative Tools.
  2. Double-click Internet Information Services (IIS) Manager.
  3. In the Connection pane, select the server and click Application Pools.
  4. On the Application Pools page, select the MSEA_SCT_AppPool.
  5. In the Actions pane, click Recycle and click Yes.
When attempting to view an Aliased graphic, which is a graphic associated with an Equipment Definition, in the Metasys UI Graphics Manager, the Graphics List displays a Device Offline error and the preview of the graphic does not load. This issue occurs when an offline device has points in the associated Equipment Definition.

To resolve this issue, ensure all devices associated with the Equipment Definition are online.

To work around this issue, create and edit Aliased graphics in the Metasys UI Offline.
In the Graphics widget, Graphics+ graphics do not display the default bindings in the Room Control Module (RCM).

This issue occurs because the Site Management Portal (SMP) handles the RCM data differently than the Metasys UI.

To resolve this issue:
  1. Open the Graphics+ graphics on the Graphic Generation Tool (GGT).
  2. Edit the bindings of the RCM. When you edit the bindings, you can simply delete and reenter the same binding data.
  3. Save the Graphics+ graphics to the Metasys host.

When you subsequently view the Graphics+ graphic in the Graphics widget, the RCM data should populate appropriately.

If adding data to the historian database using Metasys Database Manager while the Metasys UI is running, the averaged data is not calculated accurately. The reporting database used by the Metasys UI does not sync for data injected in this manner, therefore, the averaged data calculations may be inaccurate.

Do not add data to the historian database using Metasys Database Manager while the Metasys UI is running.

If you have already added data to the historian database in this manner, follow the solution below:
  1. Contact your Johnson Controls® field support representative to obtain scripts that resolve this issue.
  2. Uninstall the ADS/ADX/OAS.
  3. Clear the JCIReporting database using the scripts from Step 1.
  4. Reinstall the ADS/ADX/OAS.

The Trend widget and the Custom Trend Viewer do not display data for time periods longer than 7 days.

The ads-user is not mapped to the JCIReportingDB.

On an OAS, this issue may also occur if the Historical Data Add-On feature is unlicensed.

To resolve this issue, follow these steps on the database computer:
  1. In SQL Server Management Studio, connect to the database computer.
  2. In the Object Explorer, expand Databases > JCIReportingDB.
  3. Expand Security > Users.
  4. Right-click the ads-user and select Delete.
  5. In the Object Explorer, expand Security > Logins.
  6. Right-click the ads-user and select Properties.
  7. In Properties, select the User Mapping page.
  8. Select the JCIReportingDB and select the db_owner and public database role membership options.
  9. Restart the UI_AppPool or restart the ADS/ADX/OAS.

At installation time, the JCIHistorianDB synchronizes with the JCIReportingDB. This initial synchronization can take several hours. The average synchronization takes an hour per 5–10 GB. While the synchronization takes place, the Metasys UI Trend widget is available but the historical trend data may not appear until the synchronization is complete.
On large sites, the following issues may be observed in Metasys UI:
  • You may see disconnect and reconnect messages.
  • You may receive error when commanding, commands may fail, or commands may take longer than 10 seconds to send.
  • You may see a Network Error message in the widgets.
  • You may see slow load times for dashboards.

This issue may be related to the Site object's Offline Detection Poll Rate attribute being set to Fast.

On large sites where offline and online alarms are not critical, set the Site object's Offline Detection Poll Rate attribute to Slow to resolve the issues.

When you upgrade a site without downloading an archive to the ADS, there are no relationships available when viewing the Equipment Relationships widget for a piece of equipment in the Building Networks tree.

To view the relationships for a piece of equipment, you must download an archive to the ADS you are viewing prior to logging in to the Metasys UI.

Note: If you do not download an archive an error message appears when viewing the Equipment Relationships widget.

No CSV Trend Report is created.

The CSV builder has limited memory and cannot handle generating a report for the size of data for the selected data points.

To generate a report, select fewer data points.

The Detail widget, Commanding dialog, or other widgets do not load completely, display partial data, or display Null as a value after installing the Metasys Server software and during initial start-up of the Metasys UI.

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 start-up and sync. Furthermore, do not issue Bulk Commands through the Advanced Search feature in the Metasys UI during initial start-up and sync.

One invalid point blocks other point's subscriptions.

When equipment is deleted that used to have points bound in a graphic, those point subscriptions become invalid, causing other points subscriptions to be blocked. To prevent this, delete the point that is now invalid from the binding. Equipment can only be deleted offline through a download, points can be deleted online and offline.
Command states text values displayed in Metasys UI are different from command states displayed in SMP. This issue requires a Sync Engine command.
The following scenarios may also require a Sync Engine command:
  • Data is modified directly from a network engine and not from the Site Director
  • An extension is created online with SMP
  • A point discovery is executed on a live site in SMP
  • After a download is performed on OAS

With the Sync Engine command you can synchronize the latest attributes and information available on a network engine with the online archive available on the Site Director. The Sync Engine command is not the same as an Archive command or an upload performed in SCT. You can only perform a Sync Engine command on an engine object in the Metasys UI. The command pushes object attribute changes to the live system. An upload in SCT pushes object attributes (and other data) to the archive database. You can view the progress of an upload in the ActionQ in SCT. Once you issue a Sync Engine command, it takes place in the background, and is not monitored by ActionQ. However, a flag appears on the Site object in the SMP and Metasys UI when an engine sync executed by a Sync Engine command is in progress.

To issue a Sync Engine command, follow these steps:
  1. In the Metasys UI, select the engine object from the Building Network tree.
  2. Tap or click on the status or value in the Detail widget. The Command dialog appears.
  3. From the Command drop-down menu, select Sync Engine.
  4. Tap or click Save.
Online points, controllers, or engines show a Remote Device Offline , Value Inaccessible, or Value Cannot be Read status in the Building Network, Priority Array, or Potential Problem Areas widget. Metasys UI 4.0 and later cannot read values from engines that are at Metasys Release 3.0 or earlier. This means that online points, engines, or controllers associated with a network engine that is at Release 3.0 or earlier can have a status of Remote Device Offline , Value Inaccessible, or Value Cannot be Read .
Various upload, download, and performance issues are occurring in the Metasys UI. The system may have too many spaces and equipment defined. The software allows you to configure an unlimited number of buildings within a generic parent space object, as well as floors in a building and rooms on a floor. You can also configure spaces within rooms. However, the recommended limit is 20,000 spaces. A larger number can cause upload, download, and performance issues. The same 20,000 limit applies to equipment.
The Status Summary displays question marks (????) in the online mode. Status Summary points do not resolve when you bind a generic space with no filter. For the points to resolve in the Viewer, choose at least one filter (binding), so that the Status Summary can search for that short name in all the equipment serving the space.
A point does not resolve in a graphic and you see question marks (????) in the graphic. The following conditions may prevent points from resolving:
  • The engine is either offline or disconnected from the server.
  • Equipment definition is changed after it has been mapped with an equipment and the points are used from the same equipment in the graphic.
  • Equipment definition is deleted after it has been mapped with an equipment and the points are used from the same equipment in the graphic.
  • Metasys services have stopped.
  • Mapped points are deleted from the engine.
Email delivery of a Scheduled Report fails. To resolve this issue, implement the following functional prerequisites for report delivery:
  1. Set up your email server. Refer to the Remote Notifications section of Metasys UI Help (LIT-12011953) for details.
  2. Configure your email settings through the Remote Notifications feature in Metasys UI for ADS. Only Simple Mail Transfer Protocol (SMTP) type email settings are supported for the Scheduled Report feature. POP Before SMTP type email settings are not supported for the Scheduled Report feature.
  3. If the file size of the generated report exceeds the email server limit, which is by default 20MB, the report generation is successful, but the email delivery of the Scheduled Report may fail.
Reduced disk space due to large log file size in inetpub>Logs folder. The folder size can exceed 50 GB due to large IIS log files, which reduces the available disk space. The location of these logs is not maintained by Johnson Controls. For information about deleting old log files by script go to: https://docs.microsoft.com/en-us/iis/manage/provisioning-and-managing-iis/managing-iis-log-file-storage. On larger Metasys sites, you may want to create a scheduled task to delete log files by script. For information about creating scheduled tasks go to: https://docs.microsoft.com/en-us/iis/manage/provisioning-and-managing-iis/managing-iis-log-file-storage#run-the-script-as-a-scheduled-task.
Certain Metasys UI features display limited data or no data on an OAS.

When the Historical Data add-on feature for an OAS is unlicensed, the data is limited for any feature that references historical data. In addition to Trend, this includes Potential Problem Areas, Advanced Search & Reporting (including Scheduled Reports), Equipment Activity, and Alarm Manager/Monitor.

When the Potential Problem Areas add-on feature for an OAS is unlicensed, the Potential Problem Areas widget does not show any data. Instead, it shows a message to indicate the feature is not licensed.

When the Scheduled Reports add-on feature for an OAS is unlicensed, users can download and immediately email reports from Advanced Search & Reporting, but they cannot save, view, or edit scheduled reports and templates. Additionally, the process to generate and deliver existing scheduled reports will not run.

Commanding options are not displaying in the Metasys UI Commanding dialog

If the FQR of an object contains the & symbol, the commanding options are not displaying in the Metasys UI Commanding dialog.

To resolve this issue, delete the object that contains the & symbol in SMP and then add it in SMP with a new name. Ensure that you upload the changes to your SCT Archive. You may need to do a sync engine command in the Metasys UI if the data is out of sync.
The Fault Detection feature and the Fault Triage feature do not appear in Metasys UI after you license the features.

After you license the Fault Detection feature and the Fault Triage feature, there is a brief delay before the faults become visible. Log out of Metasys UI and back in, if you were logged in when you licensed the feature.