Troubleshooting - Metasys - LIT-12012067 - Software Application - SCT System Configuration Tool - 16.0

SCT Installation and Upgrade Instructions
Product
Building Automation Systems > Configuration and Programming Tools > SCT System Configuration Tool
Document type
Installation Guide
Document number
LIT-12012067
Version
16.0
Revision date
2023-10-02

Use the following table to resolve issues that may occur during installation. Uninstall and then reinstall SCT if it ceases to function correctly and you cannot find a solution in the following table. Under normal circumstances the SCT software installer sets up all of the required components.

Table 1. Troubleshooting

Problem

Solution

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

The error messages are located in the following folder:

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

Look for the file called: \System_Configuration_Tool_(SCT)_16.0_<date/time>.html.

You receive the following error message when installing SCT:

Metasys System Configuration Tool (SCT) previous version detected. Please remove SCT and then run this setup again.

An earlier version of SCT is installed on the computer. You must uninstall any earlier version of SCT before installing. Follow the directions in the Uninstalling existing SCT release 13.0 or earlier software and Uninstalling existing NAE/NIE Update Tool software sections and try the installation again.

You receive the following error message when installing SCT:

No valid MSSQL Server instances found on the local machine.

Two instances cause this error to occur:

  • An unsupported version of SQL Server is installed on the computer.
  • You have a computer with a version of Windows that does not support the one-click install,for example, Windows Server 2016, and no version of SQL Server installed.

See SQL Server Software for supported SQL Server versions.

Cancel the installation and see SQL Server Software to review the supported versions of SQL Server. Then, upgrade to a supported version before you proceed with the SCT installation.

The SCT 14.1 installation fails and the SCT install log contains the following error if you click View all:

DISMHelper:[2019-03-21T11:12:37] ERROR - 0x800f080c

Or the following error appears when you launch SCT from the Launcher:

Check network connections. Check proxy settings in options.

Windows 10 version 1809 uses a new method to install the Simple Network Management Protocol (SNMP) feature, which has components that SCT requires.

You can install SCT Release 13.0 on Windows 10 version 1809, but you must first complete the steps described in Flash Sheet: System Configuration Tool (SCT) installation fails on Microsoft® Windows® 10 version 1809 (LIT-2019F1) or contact your local Johnson Controls representative. You cannot install SCT Release 12.0 or earlier on Windows 10 version 1809.
Note: SCT Release 14.1 does not support Windows 10 Build 1809; you must install SCT 14.1 on Windows 10 Build 1903 or later.

The SCT installation fails and the SCT install log contains the following error:

ExecuteSqlDuringInstall: ERROR - The database could not be exclusively locked to perform the operation.

Complete the following steps to stop the Action Queue service:

  1. In Control Panel, select Administrative Tools > Services.
  2. Right-click Metasys III SCT Action Queue, and then click Stop.

After the Action Queue service stops, try the installation again.

In the SQL Server Management Studio, SQL Server Agent has the following text after it:

(Agent XPs disabled)

CTOOLS is a 16-bit program and is not supported on any 64-bit operating system. Click OK to close the user message window.

While using the SQL Installer tool, you receive a user or error message during SQL Server software installation or upgrade. Possible messages include:

SQL Server Install error

Instance Name already installed

Install failed - Missing Windows Installer 4.5

Install failed - Missing .NET 3.5.1 SP1

No new features were installed during the setup execution

The OS does not meet the minimum requirements for this SQL Server install

Install failed - Bad software key

WARNING: Please install the following prerequisites: .NET 3.5.1 SP1, Windows Installer 4.5

To eliminate either of these errors, follow these steps:
  1. Exit all programs.
  2. Uninstall the SCT software.
  3. Press the &Windows key + R;. The Run dialog box appears.
  4. Type &%TEMP%; and click OK. Windows Explorer opens to display the contents of the temp folder.
  5. Delete all files and folders in this directory.
  6. Restart the computer.
  7. Reinstall the SCT software.

While using the SQL Installer tool, you experience installation problems after you edit the text in the Command Line Options window of the SQL Installer.

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.

You receive the following error message while installing SCT:

Metasys NAE/NIE Update Tool (NUT) earlier version detected. Please remove NUT and then run this setup again.

An earlier version of the NAE/NIE Update Tool is installed on the computer. You must uninstall prior versions of the NAE/NIE Update Tool before installing SCT. Follow the directions in the Uninstalling existing NAE/NIE Update Tool software section and try the installation again.
The SCT software does not function correctly after you do one of the following:
  • Attempt to reinstall SQL Server software because it appears to be damaged.
  • Upgrade from an older version of SQL Server Express software to a newer version of SQL Server Express software outside the regular upgrade process.

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.

After you upgrade to a newer version of SQL Server, SCT no longer starts.
To correctly change your SQL Server software outside the usual installation or upgrade process, follow these steps:
  1. Back up all archive databases and back up the historical databases: JCIAuditTrails, JCIEvents, JCIHistorianDB, JCIItemAnnotation, and MetasysReporting.
  2. Uninstall the SCT and ADS/ADX software using Add/Remove Programs or Uninstall a Program.
  3. Reinstall or upgrade SQL Server software as you intended.
  4. Reinstall the SCT.
  5. Restore the archive databases and the historical databases: JCIAuditTrails, JCIEvents, JCIHistorianDB, JCIItemAnnotation, and MetasysReporting.
If you have already changed SQL Server software without uninstalling the SCT, follow these steps:
  1. Back up all archive databases and back up the historical databases: JCIAuditTrails, JCIEvents, JCIHistorianDB, JCIItemAnnotation, and MetasysReporting.
  2. Uninstall the SCT software using Add/Remove Programs or Uninstall a Program.
  3. Reinstall the SCT.
  4. Restore the archive databases and the historical databases: JCIAuditTrails, JCIEvents, JCIHistorianDB, JCIItemAnnotation, and MetasysReporting.

The following error appears when you try to log on to the SCT:

Unable to Authorize Active Directory User.

To correctly change your SQL Server software outside the usual installation or upgrade process, follow these steps:
  1. Back up all archive databases and back up the historical databases: JCIAuditTrails, JCIEvents, JCIHistorianDB, JCIItemAnnotation, and MetasysReporting.
  2. Uninstall the SCT software using Add/Remove Programs or Uninstall a Program.
  3. Reinstall or upgrade SQL Server software as you intended.
  4. Reinstall SCT.
  5. Restore the archive databases and the historical databases: JCIAuditTrails, JCIEvents, JCIHistorianDB, JCIItemAnnotation, and MetasysReporting.
If you have already changed SQL Server software without uninstalling the SCT, follow these steps:
  1. Back up all archive databases and back up the historical databases: JCIAuditTrails, JCIEvents, JCIHistorianDB, JCIItemAnnotation, and MetasysReporting.
  2. Uninstall the SCT software using Add/Remove Programs or Uninstall a Program.
  3. Uninstall the SQL Server software.
  4. Using Windows Explorer, browse to C:\Inetpub\wwwroot and delete the MetasysIII folder.
  5. Browse to C:\WINDOWS\inf\009 and C:\WINDOWS\inf\inc and delete the MSSQLServer folder in each one.
  6. Install SQL Server software.
  7. Reinstall SCT.
  8. Restore the archive databases and the historical databases: JCIAuditTrails, JCIEvents, JCIHistorianDB, JCIItemAnnotation, and MetasysReporting.

The following error appears when you try to log on to the SCT:

Error: Unable to Login. Unexpected Error.

Solution 1:

Active Directory® (AD) authentication may fail for the SCT's AD service account. This can occur if the AD service account is no longer valid, is locked out, its password has changed, or the account does not have sufficient privileges. To work around this problem, follow these steps:
  1. Log on to SCT with a local SCT administrator user account and select Tools > Administrator.
  2. Select Server Configuration > Active Directory.
  3. Edit the existing AD service account to change its password or replace the AD service account with a different user (Remove/Add).
  4. Click Save.
Note: The AD service account should be a dedicated Active Directory account where the password is set to never expire. For details, refer to Security Administrator System Technical Bulletin [LIT-1201528]

Solution 2:

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 3:

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

Solution 4:

SQL Server is missing from the computer’s Path variable. To resolve this problem, follow these steps:
  1. Select Settings > Control Panel > System.
  2. Click the Advanced tab, then click Environment Variables button.
  3. Under System Variables, double-click the Path entry.
  4. In the Edit System Variable window, make sure the SQL path is present somewhere within the variable value string. If the path is not present, add it with a semicolon (;) at the start of the string as a separator.

For SQL Server software, the path is as follows:

;C:\Program Files\Microsoft SQL Server\MSSQL10_50.MSSQLSERVER\MSSQL\Binn.

For SQL Server 2012 software, the path is as follows:

;C:\Program Files\Microsoft SQL Server\MSSQL11.MSSQLSERVER\MSSQL\Binn.

Solution 5:

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

You change the default language of the SCT, but when you log on, you do not see the new default language.

SCT has become corrupted and access to the Metasys system folder is broken. To resolve this problem, uninstall SCT then reinstall it.

The following error appears when you launch SCT from the Launcher:

Missing Resource File.

To resolve this problem:
  1. In Control Panel, select Administrative Tools > Services.
  2. Right-click IIS Admin and select Stop.
  3. In Windows Explorer, browse to C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\Temporary ASP.NET Files\sct
  4. Delete the files in the sct folder.
  5. In the Services window, right-click IIS Admin and select Start.
  6. Close all windows and log on again.

The following error appears when you launch SCT from the Launcher:

HTTP Error 500.19 - Internal Server Error

The requested page cannot be accessed because the related configuration data for the page is invalid.

You are trying to use an older version of Launcher that is not compatible with this SCT release. Uninstall the old version of Launcher, then try again. Or to have the latest Launcher pushed to your computer directly from the SCT computer, open the browser and go to http://<sct computer name or IP address>/launcher.msi.
The Software Manager Notice dialog box appears when you launch SCT.
To resolve this problem:
  1. Run the Software Manager.
  2. Validate SCT and your field controller package files, supervisory devices packages and Generic SA Bus packages are listed as a Licensed.
  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.
After attempting to import or export large archives in SCT, a 520 read/write error may occur. To resolve this issue extend user timeout settings in the SCT Administration Tool before attempting to export the archive.
To configure timeout settings:
  1. Open SCT.
  2. Select the Tools tab.
  3. Select Administrator.
  4. Double-click a user to configure.
  5. Select the Account Policy tab.
  6. In Inactive Session, select Never Terminate.
  7. Click OK.
When trying to import a dbexport file it takes a long time, up to 4 hours, and when imported, it can also take a long time, up to 30 hours and several attempts. This issue occurs when SCT Pro is not able to connect to the local SQL database. To resolve this issue, you can do one of the following actions:
  • Check the client protocols in SCT Pro to determine if TCP/IP Protocol is disabled and if so, enable TCP/IP.
  • If you decide to change the default SQL Server port, you must manually update SCT and SCT Pro's connection strings to match. The default port for a system not using named instances is 1433. In C:\Program Files (x86)\Johnson Controls\MetasysIII\Tool\bin\Database.config, edit the line add name="SqlConnection to be 
    <add name="SCTDBConnectionString" connectionString="Server=tcp:localhost;Initial Catalog=SCTPro;Trusted_Connection=True;Pooling=true" providerName="System.Data.ProviderName" />
    . This replaces the localhost to be localhost,xxxx with xxxx being the desired port address. Then repeat these steps in C:\Program Files (x86)\Johnson Controls\SCTPro\Database.config.
When you attempt to upgrade an SCT archive to SCT 15.0, the upgrade appears under the Scheduled actions tab with an unidentified command action and it is not possible to run all scheduled jobs in Windows 10. The issue occurs in Windows 10 if SQL Browser service is not enabled. To resolve this issue, enable the SQL Browser service in the Services Control Panel.
Any user customizations of key values under the <appSettings> section of the ActionQueueTasks.dll.config file for adjusting upload and download performance are not persisted after an uninstall. The file is removed along with the other product resources in C:\Program Files (x86)\Johnson Controls\MetasysIII\Tool\bin. To work around this issue, save a backup of the file (ActionQueueTasks.dll.config), and after the reinstall or upgrade, compare the new file to your backup file and add your customization to the new file.