SCT Troubleshooting - Metasys - LIT-12011964 - Software Application - SCT System Configuration Tool - 16.0

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.

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.

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

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

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).

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.

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.

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).

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.

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

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.

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

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.

Check that the engine is online.

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.

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.

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.

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.

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.

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

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.

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.

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:

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

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

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.

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.

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

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.

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.

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 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.

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.

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.

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.

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.

... 
<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> 

Manually run the application as an administrator:

Right-click the application and select Run As Administrator.

Manually run the application as an administrator:

Right-click the application and select Run As Administrator.

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

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

Manually run Windows Explorer as an Administrator:

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

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.

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.

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.

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.