Troubleshooting guide - Metasys - LIT-12013352 - M4-SNE10500-0 - M4-SNE10501-0 - M4-SNE11000-0 - M4-SNE11001-0 - M4-SNE110L0-0 - M4-SNE110L1-0 - M4-SNE22000-0 - M4-SNE22001-0 - Supervisory Device - SNE10 Network Engine - SNE11 Network Engine - SNE22 Network Engine - SNE Supervisory Network Engine - 12.0

SNE Commissioning Guide

Brand
Metasys
Product name
SNE10 Network Engine
SNE11 Network Engine
SNE22 Network Engine
SNE Supervisory Network Engine
Document type
Commissioning Guide
Document number
LIT-12013352
Version
12.0
Revision date
2022-12-12
Product status
Active
Language
English

Table 1 provides information for troubleshooting an SNE, hereafter referred to generically as the network engine.

Table 1. Troubleshooting the Network Engine

Problem

Solution

The network engine does not operate when powered on (and the POWER LED is on).

Corrupted flash memory or data loss are the most common causes of this problem. To resolve this problem:
  1. Ensure that the database does not exceed the network engine flash memory capacity.
  2. Reload the disk image and download the archive database to the network engine while the network engine is disconnected from the network.

The network engine does not operate after updating the disk image, downloading an archive database, or installing a patch.

Corrupted flash memory and data loss are the most common causes of this problem. To resolve this problem:
  1. Ensure that the database does not exceed the network engine flash memory capacity.
  2. Reload the disk image and download the archive database to the network engine while the network engine is disconnected from the network.

Only the host name or the IP address of the network engine changes, even though you changed both attributes.

In some instances, you need to make each change in separate steps. To resolve, change the host name first, reboot, then change the IP address. This scenario can occur if the network engine is placed online to a network that does not have an active DHCP server.

The network engine does not come online or populate in the navigation tree of the Metasys Server or the network engine Site Director.

Specify the domain of the Site Director in the completion domain list of the network engine. Locate this attribute in the SMP UI under the engine's Network tab.

If a network engine is either offline in the Site Director navigation tree, or did not populate in the tree, try to pair the engine manually with the Pair Device with Site Director command at the engine. Or, try SCT to manually pair the engine. Then, save the configuration by uploading the affected network engine and the Site Director.

Use the IP address of the Site Director in the Local Site Director attribute instead of the host name. This attribute is located under the engine’s Focus tab.

If a network engine is not paired as indicated by the blue icon next to its name on the navigation tree of the Site Director, use the Pair Device with Site Director command at the Site Director to manually pair the engine. Then, upload the impacted network engine and the Site Director to the SCT archive to save the configuration.

From the Metasys server, try to ping the network engine by its IP address or host name. If the ping request does not return a response, check the building network and verify all network connections.

The network engine does not communicate with any other device.

Check to make sure that 24 VAC power is connected correctly and that the 24 VAC and POWER LEDs are on.

Check to make sure that communication terminal blocks and other communication connectors are firmly in place.

Check that the wiring is the correct size (18 AWG minimum for power, 18 AWG for N2 Bus, 26 AWG for Ethernet communication).

Check that you have set the correct baud rate on each connected device.

Check the integrity of the wires and cables.

On SNE22 engines, check that the FC-EOL-1 or FC-EOL-2 switches, which you can use for N2, are correct. For SNE11 engines check that the FC-EOL-1 switch, which you can for N2, is correct. Refer to the Setting Terminations section of the N2 Communications Bus Technical Bulletin (LIT-636018) for details on N2 EOL terminations.

The network engine is showing no Ethernet communication.

Verify that you are using a patch cable for a hub or switch and a crossover cable for a single computer connection.

Check the port and cable integrity. Make sure that the ETH ACTIVITY LED is illuminated and check the color of the ETH LINK SPEED. For more information, see LED status indicators. Check that the hub or switch into which the LAN connector is plugged works and is connected correctly.

The network engine loses data.

Do not unnecessarily press the system RESET or RECOVERY recessed buttons.

The network engine runs slowly.

The amount of data you are trying to process is too much for the network engine to handle. A value of 50% or less for the CPU Usage attribute of the network engine is considered acceptable, although other performance indicators should also be assessed. Refer to the SCT: System Configuration Tool Help (LIT-12011964) or Metasys Site Management Portal Help (LIT-1201793) system for more information. Reduce the size of the database.

All network and bus communication is disrupted.

Check for possible external interference. To reduce RF interference, do not use cell phones or handheld transceivers within 3 meters (10 feet) of the network engine.

Check that the power transformer secondary is not shared with another load.

The network engine overheats.

When the internal temperature reaches the high limit, the network engine issues an alarm and lights the HEARTBEAT or FAULT LED, allowing you a chance to intervene before heat-related damage results.

Check that the unit has been installed according to the installation instructions and that the mounting orientation is correct.

Make sure cables are not blocking the ventilation of the unit.

Clean out the dust in the unit with canned air (pressurized air used to clean computers and other sensitive devices).

The unit has been damaged or all external causes of failure have been checked.

Replace the network engine.

The following message appears in the Focus window for a network engine:

Item Not Found

The network engine has become unpaired with the Site Director. This issue may occur after you set the Advanced Security Enabled option under the Site Director's Site object to True. To resolve, use the Tools > Pair NxE with Site Director option to force network engine pairing. If this action does not restore communication, either restart the Metasys Server or the network engine that has not paired.

During the process of replacing an NAE with an SNE, you successfully downloaded the SNE with SCT, but an NAE pairing error occurs with the status of:

Unable to Login

Or, you try to manually pair the engine to the Site Director, but you get the error:

Unable to communicate with site director.

When you migrate an NAE to an SNE, the SNE can get stuck into a bad pairing state. This happens when you turn power off from the NAE, but you do not remove that engine from the site's archive database. If you leave the device object in the site's database, and you add a new engine with the same name or IP address, the pairing process with the Site Director fails.

To resolve, promote the SNE to Site Director status, allow the engine to reset, then demote the SNE as a child device to the Site Director. The pairing process between the Site Director and its child SNE engine should now work.