Troubleshooting

Note: For a list of useful network and installation troubleshooting tools, see Software Tools.

“500 Internal Error” on Login Screen

  • This may appear during a system update, boot, or reboot. Allow the gateway to fully restart, which can take at least several minutes, and refresh the screen.

Add-on Is Not Available

  • If the Add-Ons (cloud) icon only shows Data Explorer, you do not have the needed extra license for Node- RED. Contact KMC Controls for additional purchase. See Add-ons (and Data Explorer).

Alarms Do Not Work

  • Check the alarm configuration. See Managing Alarms.

  • Before any new alarm will trigger for a condition, its target point must return into a normal condition for at least one minute (which resets the alarm).

Communication Problems (BACnet MS/TP)

Note: BACnet MS/TP communication requires a BACnet router (e.g., BAC-5051E) connected between the MS/TP network and the Ethernet port on the gateway.

Note: For BACnet IP communication, see also Communication Problems (Internet/Ethernet).

Note: Multiple networks may be needed to see all the desired devices.

Note: Entering a known range of device instances will speed up the discovery process, but if devices are not found as expected, try expanding the range or select Any.

  • Check that the gateway has adequate power. See Power Problems.

  • Review Configuring a BACnet Network.

  • If devices are local, do not enter a router IP address.

  • Verify that port and BACnet network numbers match what your devices and BACnet routers are expecting.

  • Verify that all desired devices are online.

  • Check that the Ethernet ports are active. See Configuring LAN/Ethernet Settings.

  • Restart the gateway. See Restarting the Gateway.

  • Restart the BACnet router connected to the gateway.

  • Check the wiring. See Connecting Ethernet [Advantech] or Connecting Ethernet [Dell], and Connecting Power [Advantech] or Connecting Power [Dell].

  • Verify that all devices are set for the same the baud rate.

  • Check the MAC address and Max Master of every connected device.

  • Systematically isolate parts of the network to track down the problem.

  • Check with the building’s IT department that they are not blocking BACnet traffic.

  • If available, use the capture and diagnostics in a BAC-5051E BACnet router to facilitate troubleshooting.

  • Use Wireshark (see Software Tools) or equivalent software to find problems in network communication.

  • Verify that the BACnet router has the latest available firmware.

  • Take steps to minimize unnecessary traffic on the network, such as verifying that Control Basic is correctly managing the interval for reading from and writing to off-panel objects with WAIT, ALIAS, or NETPOINT functions.

Communication Problems (Cellular)

Caution: Do not accidentally disable a port needed for communication! If all ports are disabled, all communication with the KMC Commander IoT gateway is lost! The gateway would then need to be reset to the factory defaults. (See Reset/Restore to Factory Defaults).

  • Check that the gateway has adequate power. See Power Problems.

  • Enable Cellular communication. See Configuring Cellular Settings.

  • Verify that the SIM card is inserted properly into the slot. See Installing Optional Cellular.

  • Go to Settings > Ethernet 1 [eth0] / Ethernet 2 [eth1]. Ensure that Isolate IPv4 to Local Subnet and/or

    Isolate IPv6 to Local Subnet is set to Yes. See Configuring LAN/Ethernet Settings.

  • Contact the cellular carrier.

    Note: Verizon may take an hour after registration to begin proper cellular communication.

Communication Problems (Internet/Ethernet)

Caution: Do not accidentally disable a port needed for communication! If all ports are disabled, all communication with the KMC Commander IoT gateway is lost! The gateway would then need to be reset to the factory defaults. (See Reset/Restore to Factory Defaults).

Note: All network and Internet communication issues in a building should be resolved before installing KMC Commander!

  • See Ethernet Connection Indicators Are Unlit.

  • Check the Ethernet wiring. See Connecting Ethernet [Advantech] or Connecting Ethernet [Dell].

  • Check the Ethernet network.

  • Check that the gateway has adequate power. See Power Problems.

  • Only one Ethernet port (e.g., 1 or 2, but not both) should have a live Internet connection. The two Ethernet ports should not have the same IP address.

  • Use the correct password. See the KMC Commander Quick Connection Guide (see Support Documents and Resources).

  • During initial setup, check that the (Internet) network connection has a DHCP server to get an address, and the PC being used is set to have a dynamic IP address rather than a static address.

  • Verify that proper ports are being used.

  • Check that necessary ports and addresses have been whitelisted. See Configuring Whitelist/Blacklist Settings.

  • Check with the IT department that outbound TCP/IP ports 80, 123, and 443 are open. See the KMC Commander Network Information Technical Bulletin. (see Support Documents and Resources).

  • Restart the gateway. See Restarting the Gateway.

  • Enter the correct IP address. Check with the building’s IT department and verify the correct Ethernet information is entered under Settings. See Configuring LAN/Ethernet Settings.

  • If the IP address of either port on the KMC Commander IoT gateway has a conflict with the IP address of another device, the gateway will typically stop communicating on that port. Resolve the conflict and restart the gateway. See Restarting the Gateway.

  • If the IP address was changed and then forgotten (and Wi-Fi is disabled), use Wireshark or other IP scanning tool on a different PC to sniff the network while restarting the gateway or contact KMC Controls for assistance. See Restarting the Gateway and Contact Information.

  • See Communication Problems (BACnet MS/TP).

  • See also “Your Connection Was Interrupted” Error.

  • Temporarily bypass a switch or router to isolate any problems.

  • Use routers and/or switches on the network that meet all the latest standards.

  • See also VPN Problems.

Communication Problems (Wi-Fi)

Caution: Do not accidentally disable a port needed for communication! If all ports are disabled, all communication with the KMC Commander IoT gateway is lost! The gateway would then need to be reset to the factory defaults and all stored data would be deleted. (See Reset/Restore to Factory Defaults).

Note: A KMC Commander IoT gateway, with an active dynamic Internet connection on Port 1, starts transmitting its SSID about three minutes after its power is connected during initial setup.

Note: A live Internet connection through Ethernet Port 1 must be present for Wi-Fi to work during setup. During initial setup, Wi-Fi is for laptop communication with the gateway. The wired Ethernet Internet connection is for Cloud communication and updates. The (Internet) network connection must have a DHCP (Dynamic Host Configuration Protocol) server to get an address, and the PC being used for setup must be set to have a dynamic IP address rather than a static address.

Note: See also Communication Problems (Internet/Ethernet).

  • Check that the gateway has adequate power. See Power Problems.

  • Verify that the gateway has been powered for at least three minutes (Power and Cloud LEDs are glowing solid green). See Restarting the Gateway.

  • Verify that an Ethernet cable with an active dynamic Internet connection is plugged into Port 1.

  • Go to the correct IP address in the browser. See Connecting Wi-Fi and Making Initial Login.

    Note: For initial setup, type 192.168.4.1 into the address field.

  • Use the correct password. See the KMC Commander Quick Connection Guide (see Support Documents and Resources).

  • Position the PC no more than about five feet away from the gateway for adequate signal strength. If the signal is weak, move the PC closer to the gateway.

  • If the gateway is mounted inside a metal enclosure, leave the enclosure’s door open during setup. If the door must remain closed, mount the antenna remotely. See (Optionally) Installing the Antennas Remotely.

  • Check that Wi-Fi is turned on in the PC and operating correctly.

  • Look for the correct CommanderBX-[service tag number on your individual KMC Commander IoT gateway] SSID (for example, CommanderBX-GG22B02). See Connecting Wi-Fi and Making Initial Login.

  • Allow the connection even though the KMC Commander’s certificate is “not trusted.” See “Your Connection Is Not Private” Error.

  • In the Windows Network and Sharing Center, check that the connection is open, and under Set Network Location, select Public network. See Connecting Wi-Fi and Making Initial Login.

  • Restart the gateway. See Restarting the Gateway.

  • Restart the PC.

  • If the gateway can be accessed through Ethernet, go to Settings and check that Wi-Fi is enabled and set to Access Point rather than Client. See Connecting Wi-Fi and Making Initial Login.

Note: An alternate method of accessing and setting up an gateway (instead of using Wi-Fi) is by connecting a laptop to Port 2 (Dell) / LAN A (Advantech) with an Ethernet patch cable and opening a browser window with address 192.168.2.1. This method still requires a live Internet connection to Port 1 / LAN A, and it may require temporarily changing the IP address on your computer. (For detailed instructions, see the KMC Commander Port 2 Ethernet Connection Application Guide.)

Controller Operation Override Problems

  • If used, writable points in cards are written to a default priority of 8, and schedules are written to a default priority of 16. Verify this is compatible with the controller programming and priority level defaults. If not, select a different priority. See Schedules (or Events) Do Not Work, Using Cards, and Configuring Protocol Settings.

  • See the Control Basic help system.

Decks (or Cards within Decks) Are Not Visible

Note: The Dashboard allows the cards to be organized into collections of “decks” (groups of cards) for easier navigation. Multiple Dashboards can be created and selected.

Device Discovery Problems

Devices Down/Offline Today Email Notification

Devices Stopped Communicating

Discovery Problems

Note: Multiple networks may be needed to see all the desired devices.

Note: Entering a known range of device instances will speed up the discovery process, but if devices are not found as expected, try expanding the range or select Any.

Discovered Devices and Points Are Not Visible

Drag-and-Drop in Site Explorer Does Not Work

Drop-Down Box Does Not Show Desired Option

  • Use the scroll bar on the right to scroll down to the desired location.

  • Verify that the desired option has been properly set up elsewhere.

Duplication of Cards or Alarms Does Not Work

  • In Alarm Manager, alarms can be duplicated only for devices with the same profiles or similar points. See Duplicating Alarms.

Errors on KMC Commander Web Pages

Ethernet Connection Indicators Are Unlit

Graphics Stop Working or Screen Freezes

  • A software update may be occurring. Try again later.

  • Check communications.

KMDigital and KMD-5551E Translator Problems

  • See Configuring a KMDigital Network.

  • Purchase a valid KMC Commander license for the KMD-5551E from KMC Controls (if not using with Niagara).

  • Check that the KMD-5551E has been added to the network first.

  • Check the KMD-5551E installation on the KMDigital and/or Niagara network.

  • Check for network communication issues. See Communication Problems (Internet/Ethernet).

Last Communication with Cloud (Yellow or Red) Triangle Appears

A triangle icon may appear on app.kmccommander.com if cloud communication with the gateway has been lost for:

  • 5 minutes to 1 hour (yellow triangle).

  • More than 1 hour (red triangle).

License and Project Problems

Note: In the Cloud, project options are shown as Project Name (license name for a gateway). Multiple KMC Commander IoT Gateways may be part of a single project, such as in; “My Big Project (IoT Box #1),” “My Big Project (IoT Box #2),” and “My Big Project (IoT Box #3).”

Note: A project license is entered by the project administrator in the Cloud account.

Note: License Information in Settings > Project shows the number of Licensed Points and Used Points. See License Information.

  • If more than one license/project appears in the drop-down box during login, be sure to select the correct one for your particular project.

  • If the correct license/project is not available in your login, contact your project administrator.

  • Contact KMC Controls for a valid KMC Commander license.

Login Problems

Note: The System Administration server address moved to central.kmccontrols.com (from the older projects.kmccontrols.com) in November 2020.

  • Verify that the correct browser address, user email and password are being used. See the KMC Commander Quick Setup guide (see Support Documents and Resources).

  • If you are logging in with different credentials than a previous session, delete your browser history or use the browser’s incognito mode.

  • If the password is forgotten, click the Forgot password link, enter your email address, and you will receive an email with a link for resetting your password.

  • See Communication Problems (Internet/Ethernet).

  • Contact KMC Controls for assistance.

Modbus TCP Network Problems

Note: Unlike BACnet, only one Modbus TCP device is added to the “network” during discovery according to the device information entered. For multiple Modbus devices, create multiple Modbus “networks.”

Node-RED Problems

Password or User Name Not Recognized

  • Select Forgot password, enter your email address, and you will receive an email with a link for resetting your password.

  • If you never received login credentials, contact your system administrator or KMC Controls for assistance.

Points Do Not Drag-and-Drop

Points or Devices Not Visible in Site Explorer

  • Under Settings > Users/Role/Groups > Users, check user permissions (Admin, etc.). See Configuring Users.

  • Check that the relevant boxes are all checked in user Topology Access in both the local box and cloud. See Editing a User's Topology Access.

  • Refresh the browser.

  • Select Networks Explorer again.

  • Wait several minutes for Site Explorer to finish populating devices and points.

Points Needed for Cards or Trends Are Missing

  • Select or create a correct device profile. See Assigning Device Profiles.

  • Edit the profile to include the points of interest.

  • Select the correct Type for each of the selected points of interest.

  • Verify that the points of interest are properly configured.

  • If other software was used to add or change the name of a point on the device itself, rediscover the points and save the profile to show the changes.

Points Stopped Communicating

(Card/Trend) Point Values Are Missing or Incorrect

Note: It may take a moment before all cards and present values are visible.

  • Check that the desired point is really configured for the particular slot or trend (for example, that it isn’t swapped with another point).

  • Check that the connections, sensor(s), and controller(s) are functioning properly and are online.

  • Check that there has not been a change in network configuration.

  • Create a new profile from scratch, and use it instead of the old profile. See Creating and Assigning an Entirely New Device Profile.

  • Delete the affected card and/or trend and recreate it or them.

  • See Points Needed for Cards or Trends Are Missing.

“Point ___ has no data in this time window” Error

  • If the error message appears for a new trend, allow time (a half hour or more) for initial point sampling and check the trend a later.

  • If the point never appears, check the point’s configuration in the profile.

  • If the point never appears in the trend but the profile seems correct, delete the profile and recreate it.

Power Problems

  • For a 12–57 VDC power supply connected to the terminal block, see Connecting with a DC Power Supply [Advantech] or Connecting Power with a DC Power Supply [Dell].

  • Verify that the Power indicator on the PoE injector is On (solid green). Ensure the Ethernet cables are connected to the correct ports on the PoE injector. See Connecting with PoE (Power over Ethernet) [Advantech] or Connecting Power with PoE (Power over Ethernet) [Dell].

    Note: Do not connect an AC transformer to either connection on the gateway!

    Note: When power is connected, the Power LEDs on both the PoE injector (if used) and the gateway should immediately glow green.

  • If the Power LED on the gateway is amber instead of green, the power supply voltage is too low and the gateway will not be able to communicate. Verify that the PoE injector or other power supply is operating properly (at least 12 VDC and not more than 57 VDC). Try a different injector or power supply.

  • If the Power LED on the PoE injector is amber and flashing slowly instead of glowing a solid green, try unplugging the power supply to it and plugging it back in. If that doesn’t help, replace the injector and its power supply.

Profiles Do Not Show

  • KMC Conquest BAC-9xxx VAV and unitary controllers, BAC-8xxx SimplyVAV controllers, BAC-4xxxxxxxxx AppStats, and some other devices have a library of default profiles. Select the most applicable profile and modify as needed. See Assigning Device Profiles.

  • For general purpose controllers and other applications not included (no drop-down profile box appears for the device in Edit Profile), select Create New and create a custom profile.

Replaced Network Device Does Not Work

Note: If a bad device (for example, a BACnet controller) on a network is replaced, communication issues with the new device may result if any significant details are different from the old device.

  • Ensure the new device’s model and name match what had been discovered with the old device.

  • Ensure the new device’s model, point list, and point names match those in the assigned profile.

  • Rediscover and reconfigure the new device and connected schedule, alarms, and trends.

Reset/Restore to Factory Defaults

Note: On rare occasions, the KMC Commander IoT gateway may need to be restored (reset) to its original factory default settings. This should only be done by the direction of KMC Controls Technical Support.

  • See the Restoring KMC Commander Factory Defaults Technical Bulletin and contact KMC Controls for assistance. (See Accessing Other Documents.)

Schedules (or Events) Do Not Work

  • Check that the schedule is configured correctly and the schedule write priority is at an appropriate level (the default priority level value is 16). See Managing Schedules and Events and Configuring Protocol Settings.

  • Check that events are configured correctly and at the desired times.

  • Delete the event or schedule and recreate it.

  • To eliminate conflict with other schedules in a device, delete, set to NULL, or set to a lower priority level any schedules internal to the device or written by another device.

  • To be able to command a point from the schedule or card, the point must be made commandable (by selecting it in the Point Type column and ensuring that Point of Interest is checked) in the device profile. See Assigning Device Profiles.

  • Inputs cannot be controlled directly. Map an input (e.g., from an STE-6020 dial setpoint on AI2 or a relay contact on B3) into an AV or BV and control the mapped value.

  • To change the current setpoint, command the active heating/cooling setpoint rather than the (scheduled) occupied or unoccupied heating/cooling setpoint.

SIM or SD Card Cannot Be Inserted

Note: On KMC Commander Dell gateways only, the SIM card holder (upper slot) is for cellular connections. The SD card holder (lower slot) is not supported for KMC Commander.

SNMP Network Problems

Note: Unlike BACnet, only one SNMP device is added to the “network” during discovery according to the information entered. For multiple SNMP devices, create multiple SNMP “networks.”

  • See Configuring an SNMP Network.

  • See the documentation for the SNMP device.

  • Ensure the correct MIB file (provided by the device manufacturer) has been loaded for the SNMP device.

  • Edit the number for the Destination Port and Trap (notifications) Port if needed. (See the device’s instructions.)

  • Check user and security information. Security settings are typically found in the SNMP device’s documentation or web management page. Use the highest security supported by the device.

Software Tools

Potentially useful network and installation troubleshooting tools include the following free software:

  • PuTTY—an open-source terminal emulator, serial console, and network file transfer application. (Double- click the downloaded EXE file, enter the IP address of the gateway, and click Open. Select Yes if asked about trusting the certificate. Connect to the gateway using its SSH credentials. (See Configuring SSH Settings.)

  • WinSCP (Windows Secure Copy)—an open-source SFTP, FTP, WebDAV, and SCP client for Microsoft Windows that is used for secure file transfer between a local and a remote computer.

  • Wireshark—an open-source packet analyzer used for network analysis and troubleshooting.

  • Simple IP Config—an IP changing utility to quickly and easily change the most common network settings in Windows temporarily and then return to the original saved configuration.

  • Advanced IP Scanner—a network scanner to analyze LANs (showing all network devices, providing access to shared folders, and providing remote control of computers).

    Note: If you contact KMC for technical support, the representative might ask you to install and start up one or more of these tools to facilitate troubleshooting.

Temperature Scale (°F or °C) Is Wrong

  • For the selection of the Fahrenheit or Celsius scale, see Measurements in Settings > Project and Temperature in Settings > Weather.

“This Site Can’t Be Reached” Error

Time is Wrong

Trends Do Not Work

Units of Measurement or Temperature Are Wrong

  • For the selection of units of measurement across the whole project, see Measurements in Settings > Project

  • For the selection of temperature units for Weather cards, see Temperature in Settings > Weather.

Virtual Point is “Undefined”

  • For some points (e.g., occupancy mode), the sum and average options might be “undefined” and invalid. See Creating a Virtual Point.

  • A valid virtual point may show as “undefined” until it has accumulated data for calculations. Refresh the screen to see the results.

VPN Problems

Note: This assumes you can access the interface locally through Ethernet, but not through a VPN connection. See also Communication Problems (Internet/Ethernet).

  • Add the VPN address to the whitelist in Settings > Whitelist/Blacklist. See Configuring Whitelist/Blacklist Settings.

  • Contact the building’s IT department for assistance with the correct VPN login information, opening of any relevant internal firewalls, and other networking issues.

Weather Card Problems

Note: In software version 2.0, the weather station location was selected on the Dashboard card. In version 2.1 and after, one or more weather stations are selected in Settings > Weather first, and then which of those stations is shown on that card is selected from a drop-down box during the card’s configuration. See Configuring Weather Settings and Creating a Weather Card.

  • If a desired weather station location is not visible in the drop-down list, use the scroll bar on the right to scroll down to the desired location.

  • Verify that the desired locations have been saved in Settings > Weather.

  • If the selection of °F or °C is wrong, change it in Settings > Weather.

Web Card Problems

  • A desired web page must be HTTPS with a public URL (no on-premise IPs), the link must be able to be embedded, and the site must allow HTML Inline Frame (iframe) elements. See Creating a Web Card.

“Your Connection Was Interrupted” Error

  • If this message with “A network change was detected” occurs in the browser screen, the Wi-Fi network may have a higher priority for Internet access than the LAN connection. Change the network priority. (See Google for possible solutions.)

“Your Connection Is Not Private” Error