Troubleshooting
The following table is designed to help you resolve issues while configuring and running the Building X Connector extension.
Problem | Cause | Resolution |
The Agent Status in SMC for Building X Connector displays Stopped. | The Building Connect Agent is not running. | In SMC, select System, and then select the Building X Connector tab. From the Toolbar, click Start. |
The Agent Status in SMC for Building X Connector displays Running, Disconnected | The Building Connect Agent is unable to communicate with Building X. | Check the network connection. Make sure that you can log into the Building X organization. |
The Agent Status in SMC for Building X Connector displays Running, Disconnected | The site is using URL whitelisting and did not include the URL endpoints required to communicate to Building X. | Add the URL endpoints to the whitelist. For more information, see the Desigo CC Cybersecurity Guidelines (A6V11646120). |
In Desigo CC, the Operational State property displays Not Ready. | The Building Connect Agent is not running. | In the SMC Building X Connector tab, click Start. |
In Desigo CC, the Operational State property displays Not Ready. | The Building Connect Agent ports are misconfigured. | Make sure configured ports are not conflicting with ports used by other applications on the Desigo CC server. |
In Desigo CC, the Operational State property displays Not Ready. | No Building X Connector user is defined.
| In Desigo CC, verify that a user account of the type Software account is defined and then configured in Building X Connector tab, Building X Connector Configuration expander, Software User drop-down. |
In Desigo CC, the Operational State property displays Not Ready. | No Building X Connector view defined.
| Configure the discovery view in Desigo CC , Building X Connector tab, Building X Connector Configuration expander, Discovery View drop-down. |
In Desigo CC, the Operational State property displays Not Ready. | Unable to register Building X application
| Make sure that the Building X site device and application is properly defined in the Building X Devices application. |
In Desigo CC, the Operational State property displays Not Ready. | The application is not installed. | Make sure you complete all steps in Onboard the Management Station to Building X. |
In Desigo CC, the Operational State property displays Not Ready. | The Desigo CC system account has been changed to use a specific account, and now the system does not have access to Building Connect agent configuration files. | Give the specific account used as the system account read privilege to the secrets folder, located here: |
In Desigo CC, the Building X Data State property displays Data Not Aligned. | The Desigo CC configuration differs from the current Building X configuration. | Discover and Upload may be required in Desigo CC from the Building X Connector tab, Building X Preview Selection expander. Click Discover, and then click the Upload button. |
In SMC, a previously configured Flex Client URL is not displaying. | There is a connectivity issue between the Building Connect Agent and Building X. | Resolve the connectivity issue, and then restart SMC to display the URL. If the URL still does not display, see Accessing Information in The Flex Client. |
Alarms and COVs are not being sent to Building X. | In Desigo CC, the Indications State property is disabled. | In Extended Operation, locate the Indications State property, and then click Enable. |
You do not see alarms in Building X. | Show is not selected for alarm categories in Event Rights. | Enable Show for alarm categories you want to view. See Configuring the Building X Connector > Add a Security Group. |
