Here are some troubleshooting steps that can help you to solve this issue:

1. Make sure that you have the latest Security Expert software "SX-SRV" installed and the "SP-C" has the latest firmware.

2. SX-SRV and SP-C firmware can be downloaded from the Exchange Extranet:

• https://ecobuilding.schneider-electric.com/ecostruxure-building-operation/software-and-firmware

1. Make sure that Event, Download, and Status ports are configured correctly at Security Expert software and SP-C web interface. Make sure also that these ports are not used by other software. The following are default ports:

• Event Port: 22000

• Download Port: 21000

• Status Port: 21001

1. Make sure that your firewall is not blocking Security Expert services, temporarily disable and telnet status port, default 21001. Add the following Security Expert executables to you firewall allowed apps:

SecurityExpertSV.exe
SecurityExpertSV2.exe
SecurityExpertSV3.exe
SecurityExpertEvtSvr.exe
SecurityExpertDVR1 .exe
SecurityExpertDVR2.exe

These executables can be found in the Security Expert installation directory. By default, this is "C:\Program Files\Schneider Electric\Security Expert".

1. If you have a restored database from a different version of Security Expert that it is restoring to, this can cause controllers to be offline.

2. Check that MSMQ Windows feature is installed on the Security Expert Server.

3. Check Download and Event Server PC name, Security Expert will only be able to support a PC name of up to 15 characters in length. Windows will accept PC names larger than this but Security Expert does not support it and controllers will appear offline.

4. The controller may be encrypted. If you are not sure, default your "SP-C" controller to remove encryption. Default steps can be found on "SP-C" installation manual.

5. If the problem is not resolved after the above steps, please contact your local support and provide the download server and event server diagnostics data.

Released for: Schneider Electric South Africa