Troubleshooting the NAE/NIE

Technical Bulletin Issue Date March 31, 2003 Troubleshooting the NAE/NIE Troubleshooting the NAE/NIE...2 Introduction... 2 Key Concepts... 3 NAE... 3 Power-Up LED Sequence... 4 System RE-BOOT Switch... 5 Troubleshooting Table... 6 Detailed Procedures... 8 Testing the Batteries... 8 Replacing the Data Protection Battery... 10 Replacing the NAE Unit... 11 2003 Johnson Controls, Inc. www.johnsoncontrols.com Code No. LIT-1201417 Software Release 1.0

2 Troubleshooting the NAE/NIE Technical Bulletin Troubleshooting the NAE/NIE Introduction This document contains information on troubleshooting the Network Automation Engine (NAE)/Network Integration Engine (NIE). The NAE/NIE has no user-serviceable parts inside the unit, so it is never necessary to open the unit. Use this document to troubleshoot communication and power problems and to do the following: test the batteries replace the data protection battery replace the NAE/NIE unit For information on how to install the NAE/NIE, refer to the Installing the NAE/NIE Technical Bulletin (LIT-1201161). Notes: Unless otherwise noted, the information in this document applies to the NAE and the NIE. (For the United States of America only.) This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the United States Federal Commerce Commission (FCC) rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy, and if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the users must correct the interference at their own expense. For other countries and regions, refer to Agency Listings in Specifications in the Installing the NAE/NIE Technical Bulletin (LIT-1201161).

- - R Troubleshooting the NAE/NIE Technical Bulletin 3 Key Concepts NAE Figure 1 shows the front of the NAE. RE-BOOT SYSTEM BATT FAULT GENL FAULT 24 VAC PEER COM RUN N2A N2B 100/LINK ETHERNET 10/LINK USB B SERIAL A SERIAL B USB A ETHERNET MODEM RE-BOOT SYST EM 24 VAC BATT FAULT GENL FAULT REF S N2A N2B PEER COM RUN N2 N2-B REF S ETHERNET 10/LINK 100/LINK ET SY N2 N2-A NC - NAE NAEfront Figure 1: Front of NAE Table 1: NAE LEDs/RE-BOOT Switch LED Normal Descriptions/Other Conditions On Steady On Steady = Unit is getting power from either the battery or 24 VAC power. Also see the 24 VAC LED. ETHERNET 10/LINK 100/LINK N2 A (NAE Only) N2 B (NAE Only) PEER COMM Flicker On Steady On Steady Flicker Flicker Varies (see next column) Off Steady = Unit is shut down. Flicker = Data is transferring on the Ethernet connection. Ethernet traffic is general traffic (may not be for the NAE). Off Steady = No Ethernet traffic, probably indicates a dead Ethernet network or bad Ethernet connection. On Steady = Ethernet connection is established at 10 MB/sec. On Steady = Ethernet connection is established at 100 MB/sec. Flicker = N2 A port is transmitting or receiving data. Flickers are generally in synch with data transmission, but should not be used to indicate specific transmission times. Off Steady = No traffic Flicker = N2 B port is transmitting or receiving data. Flickers are generally in synch with data transmission, but should not be used to indicate specific transmission times. Off Steady = No traffic Flicker = Data traffic between NAE devices. For an NAE that is not a Site Director, this LED indicates regular heartbeat communications with the Site Director. For a Site Director NAE, flashes are more frequent and indicate heartbeat communications from all other NAE devices on the site. RUN On Steady On Steady = NAE software is running. On 1 second, Off 1 second = NAE software is in startup mode. On 0.5 seconds, Off 0.5 seconds = NAE software is shutting down. Off Steady = Operating system is shutting down or software is not running. 24 VAC BATT FAULT (RED) GENL FAULT (RED) SYSTEM RE-BOOT On Steady Off Steady On Steady = 24 VAC power present Off Steady = Loss of 24 VAC power. In the Off Steady condition, the NAE can be running on battery power. Also see the LED. On Steady = Battery fault. Replace the battery. Off Steady On Steady = General Fault. Fault conditions include excessive Central Processing Unit (CPU) flash or memory use, or excessive CPU or Printed Wire Board (PWB) temperature. In normal operation, the GENL FAULT LED stays on steady for the first half of the startup sequence. - Resets the system and clears the volatile memory. Do not use this switch until you have read the System RE-BOOT Switch section.

4 Troubleshooting the NAE/NIE Technical Bulletin Power-Up Light-Emitting Diode (LED) Sequence The NAE uses 11 LEDs to indicate the unit s power and communication status. During startup, the NAE automatically runs an LED test to verify the operational status of the LEDs. Immediately after a start, the LED lighting sequence occurs as follows: 1. The PEER COM, RUN, and GENL FAULT LEDs turn on, indicating that the Operating System (OS) is booting up. For the NAE, the N2A and N2B LEDs also turn on. 2. The N2A, N2B, PEER COM, RUN, and GENL FAULT LEDs shut off. The RUN LED flashes to indicate that the NAE software is loading. 3. The operational status of the NAE displays (see Table 1). When the RUN LED goes On Steady, the application is running and the unit is ready. The total time to power up the NAE is several minutes, depending on the size of the database. Figure 1 shows the locations of the LEDs and the RE-BOOT switch. See the System RE-BOOT Switch section for details.

Troubleshooting the NAE/NIE Technical Bulletin 5 System RE-BOOT Switch IMPORTANT: Do not press the system RE-BOOT switch unless you have tried other reasonable means to fix the problem. When you press the system RE-BOOT switch, you lose all changes made to system data in the NAE since the last save, including audit data. A RE-BOOT switch located next to the LEDs restarts the processor (Figure 1). Use the reset switch only if the NAE fails to respond completely and cannot be accessed by any user device. This condition may also be indicated if the RUN LED is off when the 24 VAC LED is on. Using the RE-BOOT switch is comparable to using the Ctrl Alt Delete manual reset when a PC stops responding. In normal operation, system data accumulates in the volatile memory before it transfers to the non-volatile memory during the automatic save routine in the NAE. When you use the system RE-BOOT switch, a controlled shutdown under battery backup does not occur, and you lose all volatile data in the NAE (all values and changes since the last time the NAE made an automatic save), including alarm, trend, and audit trail data. Data contained in the non-volatile memory is not cleared when you use the switch. See Table 2 for a representation of the NAE volatile and non-volatile memory components. Table 2: NAE Memory Components Memory Component Contents Volatile Memory: Main System Memory Small Outline Dual In-line Memory Modules (SODIMM) with 256 MB Synchronous Dynamic Random Access Memory (DRAM) Non-Volatile Memory: 256 MB Flash Erasable Programmable Read Only Memory Operating System Virtual System Architecture Programs Virtual System Architecture When the NAE restarts, it uses data from the latest save. Any changes made to the database since the last save need to be redone. If the system does not reboot, call your Johnson Controls service representative. Even if the system reboots successfully, keep in mind that having to reboot may indicate a system problem that might require service in the future. To reboot the system, press the System RE-BOOT switch with a paper clip or small screwdriver.

6 Troubleshooting the NAE/NIE Technical Bulletin Troubleshooting Table Table 3 contains error conditions and ways to fix them. Table 3: Troubleshooting Matrix Problem Solution NAE will not communicate with any other device No N2 communication No Ethernet communication No modem communication NAE will not dial in or dial out Check to make sure that 24 VAC power is connected correctly and that the 24 VAC and 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. Check that N2 EOL switches are correct. Refer to the Setting Terminations section of the N2 Communications Bus Technical Bulletin (LIT-636018) for details on N2 EOL terminations. Check that the N2 wires are connected properly and are not loose in the termination block. Check that the N2 LEDs indicate communication. Check that the N2 EOL switches are correctly set. Refer to the Setting Terminations section of the N2 Communications Bus Technical Bulletin (LIT-636018) for detail on N2 terminations. Check the entire N2 Bus. Refer to the N2 Communications Bus Technical Bulletin (LIT-636018). Verify that you are using patch cable for a hub or switch and a crossover cable for a single PC connection. Check the port and cable integrity. Make sure either the 10/Link or 100/Link LED is green (indicating an established Ethernet connection). Check that the hub or switch into which the Local Area Network (LAN) connector is plugged is working and connected correctly. Check the port connector and cable for integrity and make sure you have the right driver installed and configured if you are using an external modem. Two modem drivers are pre-installed on the NAE: the Zoom Telephonics 2985 modem and Multi-Tech MT5634ZBA-USB modem. See the Configuring the Network Automation Engine (NAE) Technical Bulletin (LIT-1201519) or the N1 Migration with the NIE Technical Bulletin (LIT-1201535). Check that you have the right modem configuration string and dialing parameters. See the Configuring the Network Automation Engine (NAE) Technical Bulletin (LIT-1201519), the N1 Migration with the NIE Technical Bulletin (LIT-1201535), or the Direct Connect and Dial-Up Connection on Windows 2000 or Windows XP Operating Systems Application Note (LIT-1201639). Check that the modem is set to the correct baud rate. See the Configuring the Network Automation Engine (NAE) Technical Bulletin (LIT-1201519) or the N1 Migration with the NIE Technical Bulletin (LIT-1201535). Check that the phone line is plugged into the modem port, and the phone line is active. To check the phone line, disconnect the NAE modem and use an analog phone to check that the line is active. Continued on the next page...

Troubleshooting the NAE/NIE Technical Bulletin 7 Problem (Cont.) NAE loses data NAE runs slowly All communication is disrupted NAE overheats Internal modem no longer functions due to lightning or some other damage Unit has been damaged or all external causes of failure have been checked Solution Check to make sure the battery is installed and that the BATT FAULT LED is not lit. Replace, if necessary, with MS-BAT1010-0. See Testing the Batteries. Do not unnecessarily press the system RE-BOOT switch. See the System RE-BOOT Switch section. The amount of data you are trying to process is too much for the NAE to handle. A value of 50% or less for the CPU Usage attribute of the NAE is considered OK, although other performance indicators should also be assessed. (Refer to the NAE Object and the Diagnostics topics in the NAE help system for more information.) Reduce the size of the database. Check for possible external interference. To reduce Radio Frequency (RF) interference, do not use cell phones or walkie-talkies within 3 meters (10 feet) of the NAE. Check that the power transformer secondary is not shared with another load. Note: When the internal temperature reaches a high limit, the NAE issues an alarm and lights the GENL 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. See Installing the NAE/NIE Technical Bulletin (LIT-1201161). 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). Use the USB port and connect an external modem or replace unit. (See the modem literature for more information on using external modems with the NAE.) Replace the unit.

8 Troubleshooting the NAE/NIE Technical Bulletin Detailed Procedures Testing the Batteries Clock Battery Note: Even if your network uses Simple Network Time Protocol (SNTP) to synchronize time, the clock battery is required to maintain time and date in an NAE. The clock battery has a typical life of 10 years at room temperature (21º [70ºF]). To test the clock battery: 1. Remove line power from the NAE. Wait until the LED goes off. 2. Wait a few more minutes, restore power, and wait for the NAE to start up. Check the time in the NAE from a Web browser user interface. If the NAE loses the correct time, the battery has lost its charge. 3. Replace the NAE unit with a new or recently shipped repair part of the same model type. See Replacing the NAE Unit in this document for the procedure. Note: To avoid disruption of the operation of your system and building, plan a shutdown of the system to check the clock battery at a time when the building is not occupied. Contact your local Johnson Controls service representative for a scheduled maintenance visit to your site if you require all NAE units to be serviced, and have the clock batteries replaced. This kind of service visit is recommended about 8 years after the first installation of your system or after the last time the clock batteries were replaced. Data Protection Battery (LED Indication) To test the data protection battery, check if the BATT FAULT LED is on (see Figure 1). If the BATT FAULT LED is on, the battery is either defective or missing, or the battery cable may not be connected. Data Detection Battery (Resistor Test) Notes: The NAE battery or replacement battery may be tested externally by using a power resistor, jumper wire test leads, a DC voltmeter, and a time source such as a wristwatch. The power resistor required is a 7.5-ohm 25-watt resistor Ohmite Part Number D25K7R5 or equivalent. The test leads are required to connect the 7.5-ohm resistor to the battery. Alternatively, you can purchase and use the ACT IBT Intelligent Battery Tester (for general purpose 12 V Sealed Lead Acid [SLA] batteries) available from www.actmeters.com and other sources.

Troubleshooting the NAE/NIE Technical Bulletin 9 To check the data protection battery with a resistor: 1. Remove the battery from the NAE. See Steps 1-3 in Replacing the Data Protection Battery. 2. Connect the 7.5 load across the battery. 3. Wait 1 minute and record the voltage across the battery terminals (not across the load resistor). 4. Wait 1more minute and again record the voltage across the battery terminals. 5. Remove the load from the battery. 6. Subtract the voltage reading taken in Step 4 from the voltage reading taken in Step 3. The difference in the two readings should be less than 0.25 VDC for a good battery. If the reading is greater than 0.25 volts, the battery is bad and should be replaced. See Replacing the Data Protection Battery.

- - R 10 Troubleshooting the NAE/NIE Technical Bulletin Replacing the Data Protection Battery Note: You can replace the data protection battery with 24 VAC power attached to the NAE. However, if the 24 VAC power fails while the battery is disconnected, the most recent trend and audit data may be lost. To avoid this possibility, power down the NAE at a time when building operations will not be disrupted to back up the recent data in the NAE flash memory before replacing the battery. To replace the data protection battery: 1. Remove the cover of the battery compartment (Figure 1). 2. Disconnect the hook and loop strap and disconnect the wiring by pulling apart the inline connectors (Figure 2). N2-A NC - N2 N2-B REF S N2 REF S SERIAL A SERIAL B USB A USB B ETHERNET MODEM RE-BOOT SYSTEM 24 VAC BATT FAULT GENL FAULT N2A N2B PEER COM RUN ETHERNET 10/LINK 100/LINK ET SY NAE NAE Battery Figure 2: NAE with Battery Compartment Open, Wiring and Strap Disconnected 3. Pull out the battery. 4. Place the new battery in the compartment. 5. Tighten the hook and loop strap around the battery and reconnect the wiring connectors. 6. Replace the cover of the battery compartment. 7. The BATT FAULT LED should now be off. Note: The NAE does not immediately recognize a new battery unless the battery is changed with the NAE powered and running with 24 VAC power. If the new battery is faulty, the BATT FAULT LED will come on again as soon as the NAE determines that the battery cannot hold the correct charge. If the battery is changed when the NAE has been powered down and 24 VAC is not connected, the BATT FAULT LED will stay on for a period of up to 12 hours and only go off when the NAE is satisfied that the battery is correctly charged.

Troubleshooting the NAE/NIE Technical Bulletin 11 Replacing the NAE Unit Note: For details on installing and wiring an NAE, see the Installing the NAE/NIE Technical Bulletin (LIT-1201161). For information on uploading and downloading, see the Load Options section of the online help. See the Configuring the Network Automation Engine (NAE) Technical Bulletin (LIT-1201519) or the N1 Migration with the NIE Technical Bulletin (LIT-1201535) for configuration details. See the System Configuration Tool Technical Bulletin (LIT-1201534) for details on backup and restore features in the SCT. To replace the NAE unit: 1. Upload the archive from the NAE you plan to replace to the System Configuration Tool (SCT). Note: If you cannot access the unit because of a communication or other failure, you will have to use the latest working database stored in the SCT or use the latest backup archive. 2 Remove line power from the NAE and wait for the LEDs to go out (may take up to 6 minutes). Note: Disconnect the network wiring connections and uninstall the NAE. If your NAE has DIN clips, snap the DIN clips on the bottom of the unit to the outboard load position and lift the unit off the DIN rails. If your unit is screwed to a mounting surface, remove the screws. 3 Install the new NAE. 4 Download the archive to the new NAE. Controls Group 507 E. Michigan Street P.O. Box 423 Milwaukee, WI 53201 www.johnsoncontrols.com Published in U.S.A.