| Condition | Cause | Solution |
|---|---|---|
| Wired equipment does not appear on the Device List. | Wiring is incorrect. | Check wiring and power supply. |
| Device addresses on the network conflict. | Set unique addresses for each device. Refer to the Verasys BACnet MS/TP Communications Technical Bulletin (LIT-12012362). | |
| The equipment board does not support the BACnet MS/TP protocol. | Verify that the equipment board supports the BACnet MS/TP protocol. | |
| The baud rate is incorrect. | Check that the equipment board has the correct baud rate set. The default is 38400. | |
| Check that the SBH300 has the correct baud rate set. The default is 38400. Refer to the Verasys BACnet MS/TP Communications Technical Bulletin (LIT-12012362). | ||
| The BACnet settings are incorrect. | Check the BACnet settings page on the SBH300 local UI. Refer to the Verasys BACnet MS/TP Communications Technical Bulletin (LIT-12012362). | |
| The System Bus cable shield is connected to the +15V or SHLD terminal on the System Bus. | Remove the shield from the +15V or SHLD terminal on System Bus plug and connect it to ground. Do not connect the +15V or SHLD to earth ground. Refer to the Grounding the Bus Cable Shield section of the Verasys BACnet MS/TP Communications Technical Bulletin (LIT-12012362). | |
| Wireless equipment does not appear on the Device List. | The TMR and TMC PAN IDs are incorrect. | Set the TMR and TMC PAN IDs to the same value. |
| The device addresses on the network are conflicting. | Set individual addresses for each device. | |
| Weak wireless signal. | Remove any obstacles that impede wireless signal. Refer to the Verasys TMR Series Wireless Best Practices (LIT-12014163). | |
| The equipment board connected to the TMR does not support the BACnet MS/TP protocol. | Verify that the equipment board supports the BACnet MS/TP protocol. | |
| Incorrect BACnet settings. | Check the BACnet settings page on the SBH300 local UI. Refer to the BACnet MS/TP settings section of the Verasys System User Guide (LIT-12012371) for the details about how and when to change these values. | |
| SBH300 device does not connect to the cloud. | Incorrect Ethernet configuration. | Check the Ethernet is configured correctly on the Ethernet settings page on the SBH300 local UI. See Configuring the Internet connection with Ethernet. |
| The router or modem does not work. | Verify that the router or modem is connected to the Internet. If you are using a cellular modem, check that the SIM card is activated. | |
| Switch the SIM cards in a cellular modem using dual SIM cards. | ||
| Weak wireless signal strength. | Remove any obstacles that impede wireless signal. See Location considerations. | |
| When using Wi-Fi Client, make sure that you use a supported Wi-Fi adapter. See USB adapters | ||
| Network firewall rules preventing access to zero trust services in the cloud. | Make sure outbound TCP 8096 , TCP 443 and UDP 10500 are allowed on the local network firewall. | |
| Use a cellular modem based internet provider. | ||
| Device error. | Review the Device Diagnostic Info page on the SBH300 local UI. Refer to the Diagnostics section of the Verasys System User Guide (LIT-12012371) | |
| Contact technical support. | ||
| When you launch a web browser, it does not direct you to the SBH login page. | Device operation varies based on the device and Internet browser you use. For example, some devices cache browser information and do not automatically redirect you to the SBH login page when you launch the browser. | Direct your browser to 192.168.142.1 |
| Clear your browser cache and temporary Internet files. | ||
| When using the Wi-Fi access point, make sure that port 443 and 80 are open on the device trying to access the SBH. | ||
| Make sure that you are connected to the Wi-Fi access point SSID for the SBH. When connecting remotely through Ethernet, make sure that the Airwall Agent is installed on the device trying to access the SBH. | ||
| When you upgrade a controller or HVAC device that an SBH connects to, the SBH does not display active or current data. |
Disconnect the SBH from the field controller system bus, and then reconnect it. Navigate to and reboot the SBH. Disconnect the device. When the device reports offline, click Remove Offline Device. Navigate to and reboot the SBH. After the SBH starts, reconnect the device. |
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| When you install the SSL certificate on your device, it asks you to re-install it. |
Verify that the time on your client device is correct. If the device time is not current, for example, after a hard reset, close the browser, set the time, and then try to install the certificate. Check your web browser settings and verify that cookies are enabled. |
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| When you install the SSL key or certificate, the message Error Saving SSL Settings appears. | When an SSL key or certificate is corrupted, the SSL page detects it and alerts you to the corrupted key or certificate. However, if the corruption is minor, for example, if you copied an extra space while installing the certificate, or you missed a character, the UI does not detect the problem and saves the corrupted key or certificate. The server detects the error and returns the Error Saving SSL Settings message. This correctly prevents the bad key or certificate from being used, but it does not inform you about the source of the problem. | Reinstall the SSL key or certificate as described in the Verasys Smart Building Hub Network and IT Guidance Technical Bulletin (LIT-12012324). |
| Cannot log on to SBH300 Local UI. | The USB Wi-Fi adapter is not connected. | Plug the USB Wi-Fi adapter into one of the free USB ports. |
| Your phone's cellular network is interfering with your phone's Wi-Fi connection to the SBH300. | Disable the cellular network on your phone. | |
| Your laptop's firewall application is preventing connection. | Disable your firewall application until the connection is established. | |
| Your laptop's VPN is preventing connection. | Disable your VPN application, such as Zscaler or Cisco AnyConnect, until the connection is established. | |
| Incorrect username or password. | Ensure that you enter the correct username and password. You are required to change the Wi-Fi AP SSID, Wi-Fi AP password, and UI password the first time you log on to the SBH. |