PME/Site Server to Power Advisor /Energy Hub Connected Services Troubleshooting Guide

To begin troubleshooting, first log into the Power Monitoring Expert (PME) or Site server machine

1. Ensure that ‘Connected Services’ is enabled and running in the PME Cloud Manager

1. Navigate to Schneider Electric\Power Monitoring Expert\system\bin.
2. Locate CloudAgentManager, right-click, and select Run as administrator.
3. Log in using the PME/Site Server supervisor password.
4. Ensure ‘Enable ConnectedServices’is checked, and service is running.
5. If help is needed, take a screenshot of the Cloud Agent Manager and copy the SiteKey into a text format. Send both to support.

B. If the issue persists, review the Verbose Logs for more detailed error messages:

1. Stop the service.
2. Enable verbose logging.
3. Restart the service and wait for 10-15 minutes.
4. In the System Log tab, locate the timestamps for when you stopped and started the service.
5. Check for errors.
6. If help is needed, export the logs to a CSV or Excel file and send them to support.

Note: after troubleshooting, please disable verbose log as it is for troubleshooting purpose only and will increase PME/Site Server syslog database size.

C. If the error message is related to activation or licensing, check the PME/Site Server License Configuration Tool:

1. In Windows Search, input License Configuration Tool.
2. Ensure PME/Site Server is properly licensed.
3. If help is needed, take a screenshot of the License Configuration Tool, and record the Activation ID in text format. Send both to support.

D. To set the Cloud Agent Service to automatically recover, open Windows Services by pressing Win + R, typing services.msc, and pressing Enter. Find 'ION Cloud Agent Service', right-click it, and select Properties. In the Recovery tab, set all failure options to Restart the Service, set Reset fail count after to 1 day, and Restart service after to 5 minutes. Click Apply, then OK to save the settings.

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