Troubleshooting - Metasys - LIT-12011530 - Supervisory Device - NAE85 Network Automation Engine - 11.0

NAE85 Installation and Upgrade Guide

Product name
NAE85 Network Automation Engine
Document type
Installation Guide
Document number
Revision date
Table 1. Troubleshooting



You receive the following error message when installing an NAE85:

The following requirements are not satisfied: Metasys NAE85 can not be installed if Metasys SCT is already installed. Run setup again when the above problems are resolved.

Metasys SCT is installed on the computer. Click OK, and uninstall SCT on the computer. When the SCT is uninstalled, follow Installing or upgrading an NAE85 steps to install the NAE85.

The following message appears when you are logged in to an NAE85:

This product exceeds the licensed object count limit.

Action Required: Delete objects or obtain a license that supports more objects.

Complete one of the following steps:

  • Delete objects until you are within your licensed limit. The number of objects is listed in the Object Count field on the Diagnostic tab of the NAE85 in the SMP UI.
  • If you have a license for 10,000 objects, activate the 15,000 upgrade license on the NAE85 machine.

You experience installation problems and would like to consult the error log.

Error messages for installation problems are located here:


It is called Metasys_Network_Engine_11.0_x.html, where x is a time/date stamp in the format YYYYMMDDHHMMSS.

For example: Metasys_Network_Engine_11.0_20180831113343.html

You experience problems when upgrading your NAE85.

If the system is using the 9.0 iterations of the software, you must uninstall the software before you can upgrade an NAE85 to a more recent release. Follow these steps to resolve the issue:

  1. Manually, generate a backup of your SQL databases.
  2. Uninstall existing NAE85 software.
  3. Depending on the installed release, delete one of the following folder paths, including all of its contents: C:\inetpub\wwwroot\MetasysIII or C:\Program Files (x86)\Johnson Controls\MetasysIII
  4. Delete the following folder, including all of its contents: C:\Users\All Users\Johnson Controls\MetasysIII
  5. Restart the computer.
  6. Install the new NAE85 software.
  7. License the software.

During the upgrade procedure, the following error message appears and the progress bar does not advance:

Service could not be deleted.

The device manager service could not be deleted during the installation. Click OK to proceed with the installation. If you click OK and the upgrade does not progress, continue with these steps:

  1. Click Windows Task Manager.
  2. On the Applications tab, click NAE installation and then click End Task.
  3. Uninstall the NAE software.
  4. Install the NAE software.