Troubleshooting

Troubleshooting the EcoStruxure Panel Server

DANGER
HAZARD OF ELECTRIC SHOCK, EXPLOSION, OR ARC FLASH Apply appropriate personal protective equipment (PPE) and follow safe electrical work practices. See NFPA 70E, CSA Z462, NOM 029-STPS or local equivalent. This equipment must only be installed and serviced by qualified electrical personnel. Turn off all power supplying this equipment before working on or inside equipment. Always use a properly rated voltage sensing device to confirm power is off. Re-install all devices, doors, and covers before turning on power to this equipment. Do not exceed the device ratings for maximum limits. Failure to follow these instructions will result in death or serious injury.

DANGER

HAZARD OF ELECTRIC SHOCK, EXPLOSION, OR ARC FLASH

Apply appropriate personal protective equipment (PPE) and follow safe electrical work practices. See NFPA 70E, CSA Z462, NOM 029-STPS or local equivalent.
This equipment must only be installed and serviced by qualified electrical personnel.
Turn off all power supplying this equipment before working on or inside equipment.
Always use a properly rated voltage sensing device to confirm power is off.
Re-install all devices, doors, and covers before turning on power to this equipment.
Do not exceed the device ratings for maximum limits.

Failure to follow these instructions will result in death or serious injury.

Problem	Diagnostics	Action
The Panel Server is not found by EcoStruxure Power Commission software during self-discovery.	MAC address (printed on the Panel Server front face nose) not recognized. You need to convert the hexadecimal value of the MAC address to a decimal value to get the Panel Server IP address.	Follow the procedure to convert the hexadecimal value of the MAC address to the decimal value to get the IP address.
On first connection to the Panel Server from a PC, the Panel Server is not displayed under Network.
The status LED is not lit.	Source power not applied or not stable.	Apply power or check power source.
The status LED goes off on a PoE (Power over Ethernet) Panel Server configured in switch mode.	Both Ethernet ports are connected, with ETH2 connected to a power supply. The Ethernet port was closed by the router to avoid an IP loop.	Perform one of the following actions: Configure the Ethernet ports in separated mode to continue using both ETH1 and ETH2 ports. Use ETH2 port only, connected to the power supply, to continue using switched mode. Correct the configuration of the Panel Server and apply power.
Panel Server status LED blinking orange	Panel Server in degraded health state.	See the Panel Server Diagnostics webpages. In particular, you can look at the Panel Server health state, which gives information about which internal component caused the Panel Server to start blinking orange. For example: If Modbus is identified, then a Modbus-SL device may have been powered off or removed from EcoStruxure Power Commission software, but EcoStruxure Power Commission software did not remove the device as seen from the gateway. If IEEE 802.15.4 is identified, then a device may be powered off and stopped communicating for a few cycles. If a local device is identified, then there may be an IPv4 address conflict.
Panel Server status LED steady red	Major malfunction.	Call your local Schneider Electric service representative for assistance.

Troubleshooting Webpages and Wireless Communication

Problem	Diagnostics	Action
Unable to log into webpages due to lost or forgotten password.	Password lost	Reset the Panel Server to factory settings.
Unable to browse the Panel Server webpages.	Incorrect network configuration	Verify that all IP parameters are correct.
		Verify that Panel Server receives requests (ping Panel Server in the DOS prompt. Type ping and Panel Server IP address. For example, ping `169.254.0.10`).
		Verify that all connection settings in your browser Internet options are correct.
The Panel Server has lost communication with wireless devices.	Pollution on the radio frequency channel	Change the radio frequency channel that communicates between wireless devices and Panel Server in EcoStruxure Power Commission software or Panel Server webpages.
A wireless device is not discovered by the Panel Server.	Panel Server does not recognize this type of wireless devices.	Verify that the device is in the list of supported devices. See the respective release notes: DOCA0249•• EcoStruxure Panel Server Entry - Firmware Release Notes DOCA0178•• EcoStruxure Panel Server Universal - Firmware Release Notes DOCA0248•• EcoStruxure Panel Server Advanced - Firmware Release Notes
A 16-character RF-ID wireless device does not appear in either discovery table or rejected discovery table after a selective discovery.	The RF-ID and the install code do not match.	Check and correct the RF-ID and install code in the prepared selective list, or re-enter the details in the selective discovery list and relaunch the selective discovery.
Status of wireless devices (for example, PowerLogic Easergy TH110) does not update in Panel Server webpages or EcoStruxure Power Commission software.	The wireless device is powered off or has stopped communicating with the Panel Server (for example, if the wireless device has been moved out of range) and has status Not connectedin red in the webpages .	Verify that the device is powered on. Verify that the wireless device is not installed out of range of the Panel Server.
Status of wireless device is displayed in orange, either Not connected or Connected, or with an orange icon .	The device is discovered and the status of the connection is unknown.	Wait for the status to change to Connected (green) or Not connected (red).
Alarms are not displayed in the Monitoring & Control page of the Panel Server webpages.	The device may be associated with a custom model.	Select the device in Settings > Modbus devices and check information at Custom model device information. If a custom model is indicated, proceed to step 2. In the webpage Settings > Data management, select the device and enable the alarms to be displayed in the Alarm widget.
The Panel Server cannot reach the Schneider Electric cloud. Network unreachable is displayed in Connection diagnostics.	Incorrect network or communication configuration.	Verify that the network and communication settings are correctly set (for example, proxy or DNS is required but not defined).
		Verify that the firewall allows network access and connection from the Panel Server, in particular ports and protocols are enabled and correctly configured.
		Check that time is set to Schneider Electric cloud on the Panel Server webpage (see Date & Time).
The Panel Server is not recognized by the Schneider Electric cloud services.	–	Check that port 443 has been opened to cloud services (see parameters for cloud connection and services). If a reset to factory settings was performed on the Panel Server, contact your Schneider Electric Customer Care Center to have the Panel Server re-associated to Schneider Electric cloud services.

Troubleshooting Modbus Devices

Use diagnostic information and counters available in Panel Server and SCADA client. For details of diagnostic information available through the webpages, refer to Panel Server Diagnostics.

Problem	Diagnostics	Action
A Modbus device is not discovered by the Panel Server.	Incorrect device configuration settings.	Verify that the device is in the list of supported devices. If not, create a custom model. Verify that the device settings are set according to the Panel Server (see Serial Configuration Settings).
A Modbus device does not communicate with the Panel Server.	The same server ID is set to two Modbus devices in the network.	Verify that a server ID is not used twice in the Modbus network. See the detailed topic to correct conflicts by using EcoStruxure Power Commission software.
Intermittent communication	Loose wiring, electromagnetic interference (EMI), or power issues.	Inspect connectors and/or stabilize power supply.
Connection refused (TCP)	Port 502 is blocked, or the device is busy.	Check firewall and/or ensure device is listening on port 502.
Data missing or not correctly published in webpages, SFTP server, HTTPS server, or Cloud, for device imported with custom device model.	Custom device model is not in updated format. Enumerated values do not match measurement in custom device model.	Correct (if necessary) the custom device model in EPC Web tool and import it into Panel Server webpages again.

For diagnostic information relating to connected devices, download Panel Server Autodiagnostics by performing an Export all logs. Refer to diagnostic_modbus.txt for the following diagnostic information:

Modbus device information and diagnostics for specific Modbus TCP/IP and Modbus serial devices
Downstream Modbus serial communication diagnostics for Panel Server serial port diagnostics
Downstream Modbus TCP communication diagnostics: Global diagnostics for Modbus TCP devices aggregated by Panel Server
Upstream Modbus TCP communication diagnostics: Diagnostics for Modbus TCP server side connection with SCADA
Upstream Modbus Serial communication diagnostics: Diagnostics for Modbus serial server side connection with SCADA for reverse gateway mode

Problem	Diagnostics	Action
CRC (cyclic redundancy check) error (RTU)	Electrical noise, incorrect baud rate, or unsuitable cable.	Use shielded twisted-pair cable, verify baud rate, and/or check grounding.
Timeout / No response	The device is offline, has the wrong server ID, or a low timeout setting.	Check device status, confirm server ID, and/or increase timeout.
Panel Server autodiagnostic log indicates Timeout between upstream reception and downstream availability total	Serial line bandwidth is saturated.	Delete disconnected devices and/or stop sampling on disconnected devices. Reduce sampling frequency or group registers more efficiently. Increase baud rate if the environment allows. Split the network between multiple serial ports or gateways. Distribute sampling requests over time to avoid bursts of traffic.
High transmit (Tx) count, or low receive (Rx) count	Serial line bandwidth is saturated.
Illegal function (Modbus exception code 01)	Function code not supported by server.	Check device manual for supported functions.
Illegal data address (Modbus exception code 02)	Register is out of range.	Verify register map and correct the address.
Target device failed to respond (Modbus exception code 0B)	Server not reponding through gateway.	Check server status and serial wiring, or increase timeout.

Procedure to Convert MAC Address to IP Address

The following procedure describes how to convert the last two elements of the hexadecimal value of the MAC address to their equivalent decimal values to get the last two elements of the Panel Server IPv4 address. The IP address last two elements are represented in the procedure by X and Y. The first two elements of the default IPv4 address are 169.254.

Convert the last elements of the MAC address to the correct decimal value, depending on the Panel Server Ethernet mode and MAC address:

For Panel Server MAC address starting with 54-21-44 or lower

If...	Then...	Example with MAC address `00-00-54-01-70-92`
The Panel Server is in Ethernet switched mode (default setting).	`X` is equal to the last but one element of the MAC address converted into decimal value. `Y` is equal to the last element of the Panel Server MAC address converted into decimal value + `1`.	Hexadecimal `70` converted to decimal is `112` Hexadecimal `92` converted to decimal is `146` `X` = `112` `Y` = `146` + `1` = `147` Therefore IPV4 address is `169.254.112.147`
The Panel Server is in Ethernet separated mode and the PC is connected to Panel Server ETH1 port.
The Panel Server is in Ethernet separated mode and the PC is connected to Panel Server ETH2 port.	`X` is equal to the last but one element of the MAC address converted into decimal value. `Y` is equal to the last element of the Panel Server MAC address converted into decimal value + `2`.	Hexadecimal `70` converted to decimal is `112` Hexadecimal `92` converted to decimal is `146` `X` = `112` `Y` = `146` + `2` = `148` Therefore IPV4 address is `169.254.112.148`

If...

Then...

Example with MAC address 00-00-54-01-70-92

The Panel Server is in Ethernet switched mode (default setting).

X is equal to the last but one element of the MAC address converted into decimal value.

Y is equal to the last element of the Panel Server MAC address converted into decimal value + 1.

Hexadecimal 70 converted to decimal is 112

Hexadecimal 92 converted to decimal is 146

X = 112

Y = 146 + 1 = 147

Therefore IPV4 address is 169.254.112.147

The Panel Server is in Ethernet separated mode and the PC is connected to Panel Server ETH1 port.

The Panel Server is in Ethernet separated mode and the PC is connected to Panel Server ETH2 port.

X is equal to the last but one element of the MAC address converted into decimal value.

Y is equal to the last element of the Panel Server MAC address converted into decimal value + 2.

Hexadecimal 70 converted to decimal is 112

Hexadecimal 92 converted to decimal is 146

X = 112

Y = 146 + 2 = 148

Therefore IPV4 address is 169.254.112.148

For Panel Server MAC address starting with 54-21-45 or higher

If...	Then...	Example with MAC address `00-00-54-E9-D0-10`
The Panel Server is in Ethernet switch mode (default setting).	`X` is equal to the last but one element of the MAC address converted into decimal value. `Y` is equal to the last digits of the Panel Server MAC address converted into decimal value.	Hexadecimal `D0` converted to decimal is `208` Hexadecimal `10` converted to decimal is `16` Therefore IPV4 address is `169.254.208.16`
The Panel Server is in Ethernet separated mode and the PC is connected to Panel Server ETH1 port.
The Panel Server is in Ethernet separated mode and the PC is connected to Panel Server ETH2 port.	`X` is equal to the last but one element of the MAC address converted into decimal value. `Y` is equal to the last digits of the Panel Server MAC address converted into decimal value + `1`.	Hexadecimal `D0` converted to decimal is `208` Hexadecimal `10` converted to decimal is `16` `Y` = `16` + `1` = `17` Therefore IPV4 address is `169.254.208.17`

If...

Then...

Example with MAC address 00-00-54-E9-D0-10

The Panel Server is in Ethernet switch mode (default setting).

X is equal to the last but one element of the MAC address converted into decimal value.

Y is equal to the last digits of the Panel Server MAC address converted into decimal value.

Hexadecimal D0 converted to decimal is 208

Hexadecimal 10 converted to decimal is 16

Therefore IPV4 address is 169.254.208.16

The Panel Server is in Ethernet separated mode and the PC is connected to Panel Server ETH1 port.

The Panel Server is in Ethernet separated mode and the PC is connected to Panel Server ETH2 port.

X is equal to the last but one element of the MAC address converted into decimal value.

Y is equal to the last digits of the Panel Server MAC address converted into decimal value + 1.

Hexadecimal D0 converted to decimal is 208

Hexadecimal 10 converted to decimal is 16

Y = 16 + 1 = 17

Therefore IPV4 address is 169.254.208.17

Launch one of the recommended web browsers on your PC.
In the address field, type the IPv4 address starting with https:// and using the format https://169.254.X.Y (where X and Y are the elements found by following the conversion procedure described). Press Enter to access the login page.

IMPORTANT: Start the IPv4 address with https://

NOTE: If you do not remember the IP configuration of your gateway or in case of duplicate IP detection, follow the procedure above to connect to the Panel Server webpages to recover or update the network configuration.