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Product and Version fields are blank in the Schneider Electric Software Installer when installing EcoStruxure Machine Expert
Case 1) There is no connection between the PC and the Schneider Electric file server:
The message "Updating product and version list. Please wait for the process to complete..." and a spinning green arc loading symbol won't go away.
In the top corner, there is a message "Not connected to Schneider Electric's server"
Case 2: There is a connection, but the Schneider Electric Software Installer Tool cannot write the information to the local directory.
In this case, the screen will appear almost the same, however, without the two messages:
"Not connected to Schneider Electric's server" indicator at the top-right of the window
"Updating product and version list" indicator at the bottom-left.
Case 1 is caused by no connection to the Schneider Electric software server either because of no connection to the Internet or the domain or port is blocked by the network the PC is on by IT.
Case 2 occurs if My Documents on the PC is mapped to a network folder path.
One can check this by launching the Schneider Electric Software Installer tool and clicking the "Hammer & Wrench" button at the top-right corner.
Choose "Download Full software version":
If the next screen appears with the message: "Access to the path: '\\<Network Folder Path>\Users\Downloads\OfflineMedium' is denied".
That would indicate that this is indeed Case 2.
The Schneider Electric Software Installer Tool writes to the the Windows default directories to store information (available software) from the Server, and if it cannot access the folder, you will get this message:
Case 1 - Connection to Server:
In this case, in order to have the installer in working order, follow these steps:
1) Ensure that your PC has a connection to the Internet and there is no network infrastructure blocking it from connecting to the URL: https://www.seupdate.schneider-electric.com
2) Ensure the port that needs to be open to this endpoint, port 443 for https is not blocked
3) Depending on your network, you may also check with your local IT department if they need to provide a proxy to connect to the server.
Case 2 - Default My Documents folder path in Windows:
In this case, in order to have the installer in working order, follow these steps:
1) Close the Schneider Electric Software Installer tool.
2) Configure the Windows My Documents folder path to one that is on the local disk C:\ rather than the "\\<Network Folder Path>\"
 For more information on this, refer to the Microsoft topic: "Configuration of the My Documents Folder" article or talk to your Network and IT Administrator.
3) Once the My Documents folder path is now in your local disk, launch the Schneider Electric Software Installer again.
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The message "Updating product and version list. Please wait for the process to complete..." and a spinning green arc loading symbol won't go away.
In the top corner, there is a message "Not connected to Schneider Electric's server"
Case 2: There is a connection, but the Schneider Electric Software Installer Tool cannot write the information to the local directory.
In this case, the screen will appear almost the same, however, without the two messages:
"Not connected to Schneider Electric's server" indicator at the top-right of the window
"Updating product and version list" indicator at the bottom-left.
Case 1 is caused by no connection to the Schneider Electric software server either because of no connection to the Internet or the domain or port is blocked by the network the PC is on by IT.
Case 2 occurs if My Documents on the PC is mapped to a network folder path.
One can check this by launching the Schneider Electric Software Installer tool and clicking the "Hammer & Wrench" button at the top-right corner.
Choose "Download Full software version":
If the next screen appears with the message: "Access to the path: '\\<Network Folder Path>\Users\Downloads\OfflineMedium' is denied".
That would indicate that this is indeed Case 2.
The Schneider Electric Software Installer Tool writes to the the Windows default directories to store information (available software) from the Server, and if it cannot access the folder, you will get this message:
Case 1 - Connection to Server:
In this case, in order to have the installer in working order, follow these steps:
1) Ensure that your PC has a connection to the Internet and there is no network infrastructure blocking it from connecting to the URL: https://www.seupdate.schneider-electric.com
2) Ensure the port that needs to be open to this endpoint, port 443 for https is not blocked
3) Depending on your network, you may also check with your local IT department if they need to provide a proxy to connect to the server.
Case 2 - Default My Documents folder path in Windows:
In this case, in order to have the installer in working order, follow these steps:
1) Close the Schneider Electric Software Installer tool.
2) Configure the Windows My Documents folder path to one that is on the local disk C:\ rather than the "\\<Network Folder Path>\"
 For more information on this, refer to the Microsoft topic: "Configuration of the My Documents Folder" article or talk to your Network and IT Administrator.
3) Once the My Documents folder path is now in your local disk, launch the Schneider Electric Software Installer again.
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If this FAQ did not solve your issue, you can chat with us at chat with us  or e-mail us at customer.services@se.com to create a case with our Technical Support Team.
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If you are not located in North America, please contact your local Customer Care Center for assistance:
Support | Schneider Electric Global (se.com)
If this FAQ did not solve your issue, you can chat with us at chat with us  or e-mail us at customer.services@se.com to create a case with our Technical Support Team.
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If you are not located in North America, please contact your local Customer Care Center for assistance:
Support | Schneider Electric Global (se.com)
Released for: Schneider Electric Vietnam
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