Frequently Asked Questions

SMC & FieldServer

Frequently Asked Questions

EZ Gateway KNX to BACnet

Can I perform a complete back up of my EZ gateway to download to another EZ Gateway?

There are some aspects that can be backed-up and some that cannot. Mapping profiles can be exported to another EZ Gateway. The Device Proxy screen where the profiles are enabled cannot be backed up. Please contact MSA Technical Support at smc-support@msasafety.com and our Support Engineers can assist with setting up your new EZ Gateway.

I cannot discover the Gateway on my BACnet MSTP System

a. Check that the Network Number on the Gateway is unique.
b. Verify the BAUD Rate on the Gateway
c. If using a ProtoNode Gateway, switch to the “Single-Node’ Profile

Can I change the BACnet UDP port from 47808 to another value?

Yes, this can be changed in the config.csv file. Please reference Section 5.1 in the BACnet IP driver manual to see how to set this parameter.

I can discover the points from the Gateway on the BMS, but they are all marked as “Unreliable” or there is no data associated with the points.

The field device that is configured on the Client-Side of your Gateway is probably not communicating. Please check the Connection Overview

How can I check if my field device is communicating to the Gateway?

a. Check the Graphical User Interface

  • i. Download and install the FieldServer Toolbox.
  • ii. Connect to the Gateway’s Ethernet port
  • iii. Use the toolbox to connect to the Gateway
  • iv. On the Navigation Tree, navigate to View->Connections
  • v. Check the Tx Msg and Rx Msg columns for the Protocol. If both columns are incrementing, then the Gateway is communicating to the field device.

b. Take a Diagnostic Capture and Contact Technical Support

  • i. Download and install the FieldServer Toolbox.
  • ii. Connect to the Gateway’s Ethernet port
  • iii. Hit the Diagnostic button on the FieldServer Toolbox
  • iv. Take a 5-minute, Full Diagnostic of the Gateway
  • v. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check.

EZ Gateway Modbus to BACnet

Can I perform a complete back up of my EZ gateway to download to another EZ Gateway?

There are some aspects that can be backed-up and some that cannot. Mapping profiles can be exported to another EZ Gateway. The Device Proxy screen where the profiles are enabled cannot be backed up. Please contact MSA Technical Support at smc-support@msasafety.com and our Support Engineers can assist with setting up your new EZ Gateway.

I cannot discover the Gateway on my BACnet MSTP System

Check that the Network Number on the Gateway is unique.

Verify the BAUD Rate on the Gateway configuration page.

EZ Gateway M-Bus to Modbus and BACnet

Can I perform a complete back up of my EZ gateway to download to another EZ Gateway?

There are some aspects that can be backed-up and some that cannot. Mapping profiles can be exported to another EZ Gateway. The Device Proxy screen where the profiles are enabled cannot be backed up. Please contact MSA Technical Support at smc-support@msasafety.com and our Support Engineers can assist with setting up your new EZ Gateway.

I cannot discover the Gateway on my BACnet MSTP System

  • a. Check that the Network Number on the Gateway is unique.
  • b. Verify the BAUD Rate on the Gateway
  • c. If using a ProtoNode Gateway, switch to the “Single-Node’ Profile BACnet/IP

Can I change the BACnet UDP port from 47808 to another value?

Yes, this can be changed in the config.csv file. Please reference Section 5.1 in the BACnet IP driver manual to see how to set this parameter.

I can discover the points from the Gateway on the BMS, but they are all marked as “Unreliable” or there is no data associated with the points.

The field device that is configured on the Client-Side of your Gateway is probably not communicating. Please check the Connection Overview

How can I check if my field device is communicating to the Gateway?

a. Check the Graphical User Interface

  • i. Download and install the FieldServer Toolbox.
  • ii. Connect to the Gateway’s Ethernet port
  • iii. Use the toolbox to connect to the Gateway
  • iv. On the Navigation Tree, navigate to View->Connections
  • v. Check the Tx Msg and Rx Msg columns for the Protocol. If both columns are incrementing, then the Gateway is communicating to the field device.

b. Take a Diagnostic Capture and Contact Technical Support

  • i. Download and install the FieldServer Toolbox.
  • ii. Connect to the Gateway’s Ethernet port
  • iii. Hit the Diagnostic button on the FieldServer Toolbox
  • iv. Take a 5-minute, Full Diagnostic of the Gateway
  • v. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check.

QuickServer Gateway

I cannot discover the Gateway on my BACnet MSTP System.

a. Check that the Network Number on the Gateway is unique.
b. Verify the Baud Rate on the Gateway configuration page
c. If using a ProtoNode Gateway, switch to the “Single-Node’ Profile BACnet/IP

Can I change the BACnet UDP port from 47808 to another value?

Yes, this can be changed in the config.csv file. Please reference Section 5.1 in the BACnet IP driver manual to see how to set this parameter.

I can discover the points from the Gateway on the BMS, but they are all marked as “Unreliable” or there is no data associated with the points.

The field device that is configured on the Client-Side of your Gateway is probably not communicating. Please check the Connection Overview

Does my QuickServer Gateway come pre-configured?

The QuickServer Gateway does not come pre-configured by default. The QuickServer will contain an example configuration file that will include the drivers that were ordered. This configuration will need to be expanded to match the application. MSA offers a Custom Configuration Service where our Configuration Engineers can build the config.csv which can then be emailed or pre-loaded before shipping. Please contact your Regional Sales Manager for more information.

How do I configure Protocol X to Protocol Y?

Please contact MSA Technical support at smc-support@msasafety.com and list the protocols that you are trying to convert. Our Technical Support Engineers will provide a sample config.csv file.

My QuickServer seems to work for a day or a few weeks and then suddenly stops.

Your QuickServer may have a corrupted license file or has exceeded the point count license on it. Please take a diagnostic capture of your QuickServer Gateway and send it to technical support at smc-support@msasafety.com.

My QuickServer has crashed, how can I recover it?

a. There are two different hardware models of QuickServer, please review the following Enotes to find the procedure that matches your Gateway.

  1. Enote FieldServer Recovery Instructions
  2. Enote FieldServer Next Generation Recovery Instructions

b. If the Enote does not recover the Gateway, please contact Technical Support at smc-support@msasafety.com.

How can I calculate the number of license data points my configuration file is using?

Please reference the following Enote to see how the Gateway calculates the data points.

Can I simulate my config.csv file without having to download it to the gateway?

Yes, please contact Technical Support at smc-support@msasafety.com and ask for the DSW32.exe simulation program. Please reference Section 3.4 in the FieldServer Configuration Manual for instructions on how to use this simulator.

My QuickServer is showing an error “Unit is in Recovery Mode”. How can I fix this?

Recovery Mode occurs when an internal Module of the QuickServer firmware has suffered a crash or corruption. A firmware upgrade will be required to resolve.

Take a Diagnostic Capture and Contact Technical Support.

  1. Download and install the FieldServer Toolbox.
  2. Connect to the Gateway’s Ethernet port
  3. Hit the Diagnostic button on the FieldServer Toolbox
  4. Take a 5-minute, Full Diagnostic of the Gateway
  5. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check.

How can I check if my field device is communicating to the Gateway?

a. Check the Graphical User Interface

  1. Download and install the FieldServer Toolbox.
  2. Connect to the Gateway’s Ethernet port
  3. Use the toolbox to connect to the Gateway
  4. On the Navigation Tree, navigate to View->Connections
  5. Check the Tx Msg and Rx Msg columns for the Protocol. If both columns are incrementing, then the Gateway is communicating to the field device.

b. Take a Diagnostic Capture and Contact Technical Support

  1. Download and install the FieldServer Toolbox.
  2. Connect to the Gateway’s Ethernet port
  3. Hit the Diagnostic button on the FieldServer Toolbox
  4. Take a 5-minute, Full Diagnostic of the Gateway
  5. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check.

Multiport Gateway

I cannot discover the Gateway on my BACnet MSTP System.

a. Check that the Network Number on the Gateway is unique.
b. Verify the Baud Rate on the Gateway configuration page.
c. If using a ProtoNode Gateway, switch to the “Single-Node’ Profile BACnet/IP

Can I change the BACnet UDP port from 47808 to another value?

Yes, this can be changed in the config.csv file. Please reference Section 5.1 in the BACnet IP driver manual to see how to set this parameter.

I can discover the points from the Gateway on the BMS, but they are all marked as “Unreliable” or there is no data associated with the points.

The field device that is configured on the Client-Side of your Gateway is probably not communicating. Please check the Connection Overview

Does my Multiport Gateway come pre-configured?

The Multiport Gateway does not come pre-configured by default. The Multiport will contain an example configuration file that will include the drivers that were ordered. This configuration will need to be expanded to match the application. MSA offers a Custom Configuration Service where our Configuration Engineers can build the config.csv which can then be emailed or pre-loaded before shipping. Please contact your Regional Sales Manager for more information.

How do I configure Protocol X to Protocol Y?

Please contact MSA Technical support at smc-support@msasafety.com and list the protocols that you are trying to convert. Our Technical Support Engineers will provide a sample config.csv file.

My Multiport Gateway seems to work for a day or a few weeks and then suddenly stops.

Your Multiport Gateway may have a corrupted license file or has exceeded the point count license on it. Please take a diagnostic capture of your Multiport Gateway and send it to technical support at smc-support@msasafety.com.

My Multiport Gateway has crashed, how can I recover it?

a. There are two different hardware models of Multiport Gateway, please review the following Enotes to find the procedure that matches your Gateway.

  1. Enote FieldServer Recovery Instructions
  2. Enote FieldServer Next Generation Recovery Instructions

b. If the Enote does not recover the Gateway, please contact Technical Support at smc-support@msasafety.com.

How can I calculate the number of license data points my configuration file is using?

Please reference the following Enote to see how the Gateway calculates the data points.

Can I simulate my config.csv file without having to download it to the gateway?

Yes, please contact Technical Support at smc-support@msasafety.com and ask for the DSW32.exe simulation program. Please reference Section 3.4 in the FieldServer Configuration Manual for instructions on how to use this simulator.

My Multiport Gateway is showing an error “Unit is in Recovery Mode”. How can I fix this?

Recovery Mode occurs when an internal Module of the Multiport Gateway firmware has suffered a crash or corruption. A firmware upgrade will be required to resolve.

i. Take a Diagnostic Capture and Contact Technical Support.

  1. Download and install the FieldServer Toolbox.
  2. Connect to the Gateway’s Ethernet port
  3. Hit the Diagnostic button on the FieldServer Toolbox
  4. Take a 5-minute, Full Diagnostic of the Gateway
  5. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check.

How can I check if my field device is communicating to the Gateway?

a. Check the Graphical User Interface

  1. Download and install the FieldServer Toolbox.
  2. Connect to the Gateway’s Ethernet port
  3. Use the toolbox to connect to the Gateway
  4. On the Navigation Tree, navigate to View->Connections
  5. Check the Tx Msg and Rx Msg columns for the Protocol. If both columns are incrementing, then the Gateway is communicating to the field device.

b. Take a Diagnostic Capture and Contact Technical Support

  1. Download and install the FieldServer Toolbox.
  2. Connect to the Gateway’s Ethernet port
  3. Hit the Diagnostic button on the FieldServer Toolbox
  4. Take a 5-minute, Full Diagnostic of the Gateway
  5. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check.

ProtoNode

How do I set BACnet MS/TP to output on my ProtoNode?

Please contact the OEM vendor of your ProtoNode to ask for the Start-up guide for the specific ProtoNode. The output protocol can be configured a number of different ways on the ProtoNode and the OEM Vendor will have the correct documentation on how to set it.

How can I add points to my ProtoNode configuration file?

The ProtoNode mapping has been pre-configured and approved by the OEM Vendor. MSA Technical Support is not authorized to change it. Please contact your OEM Vendor to inquire about any modifications to the mapping.

How can I change the BACnet Device Instance?

Please contact the OEM vendor of your ProtoNode to ask for the Start-up guide for the specific ProtoNode. There are several ways of changing the Device Instance on a ProtoNode Gateway and the OEM Vendor will have the correct process documented in their Start-Up guides.

My ProtoNode is showing an error “Unit is in Recovery Mode”. How can I fix this?

Recovery Mode occurs when an internal Module of the ProtoNode firmware has suffered a crash or corruption. A firmware upgrade will be required to resolve.

i. Take a Diagnostic Capture and Contact Technical Support

  1. Download and install the FieldServer Toolbox.
  2. Connect to the ProtoNode’s Ethernet port
  3. Hit the Diagnostic button on the FieldServer Toolbox
  4. Take a 5-minute, Full Diagnostic of the ProtoNode
  5. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check

ProtoAir

How do I set BACnet MS/TP to output on my ProtoAir?

Please contact the OEM vendor of your ProtoAir to ask for the Start-up guide for the specific ProtoAir. The output protocol can be configured a number of different ways on the ProtoAir and the OEM Vendor will have the correct documentation on how to set it.

How can I add points to my ProtoAir configuration file?

The ProtoAir mapping has been pre-configured and approved by the OEM Vendor. MSA Technical Support is not authorized to change it. Please contact your OEM Vendor to inquire about any modifications to the mapping.

How can I change the BACnet Device Instance?

Please contact the OEM vendor of your ProtoAir to ask for the Start-up guide for the specific ProtoAir. There are several ways of changing the Device Instance on a ProtoAir Gateway and the OEM Vendor will have the correct process documented in their Start-Up guides.

My ProtoAir is showing an error “Unit is in Recovery Mode”. How can I fix this?

Recovery Mode occurs when an internal Module of the ProtoAir firmware has suffered a crash or corruption. A firmware upgrade will be required to resolve.

i. Take a Diagnostic Capture and Contact Technical Support

  1. Download and install the FieldServer Toolbox.
  2. Connect to the ProtoAir’s Ethernet port
  3. Hit the Diagnostic button on the FieldServer Toolbox
  4. Take a 5-minute, Full Diagnostic of the ProtoAir
  5. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check

ProtoCarrier

How do I set BACnet MS/TP to output on my ProtoCarrier?

Please contact the OEM vendor of your ProtoCarrier to ask for the Start-up guide for the specific ProtoCarrier. The output protocol can be configured a number of different ways on the ProtoCarrier and the OEM Vendor will have the correct documentation on how to set it.

How can I add points to my ProtoCarrier configuration file?

The ProtoCarrier mapping has been pre-configured and approved by the OEM Vendor. MSA Technical Support is not authorized to change it. Please contact your OEM Vendor to inquire about any modifications to the mapping.

How can I change the BACnet Device Instance?

Please contact the OEM vendor of your ProtoCarrier to ask for the Start-up guide for the specific ProtoCarrier. There are several ways of changing the Device Instance on a ProtoCarrier Gateway and the OEM Vendor will have the correct process documented in their Start-Up guides.

My ProtoCarrier is showing an error “Unit is in Recovery Mode”. How can I fix this?

Recovery Mode occurs when an internal Module of the ProtoCarrier firmware has suffered a crash or corruption. A firmware upgrade will be required to resolve.

i. Take a Diagnostic Capture and Contact Technical Support

  1. Download and install the FieldServer Toolbox.
  2. Connect to the ProtoCarrier’s Ethernet port
  3. Hit the Diagnostic button on the FieldServer Toolbox
  4. Take a 5-minute, Full Diagnostic of the ProtoCarrier
  5. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check

ProtoCessor

How do I set BACnet MS/TP to output on my ProtoCessor?

Please contact the OEM vendor of your ProtoCessor to ask for the Start-up guide for the specific ProtoCessor. The output protocol can be configured a number of different ways on the ProtoCessor and the OEM Vendor will have the correct documentation on how to set it.

How can I add points to my ProtoCessor configuration file?

The ProtoCessor mapping has been pre-configured and approved by the OEM Vendor. MSA Technical Support is not authorized to change it. Please contact your OEM Vendor to inquire about any modifications to the mapping.

How can I change the BACnet Device Instance?

Please contact the OEM vendor of your ProtoCessor to ask for the Start-up guide for the specific ProtoCessor. There are several ways of changing the Device Instance on a ProtoCessor Gateway and the OEM Vendor will have the correct process documented in their Start-Up guides.

My ProtoCessor is showing an error “Unit is in Recovery Mode”. How can I fix this?

Recovery Mode occurs when an internal Module of the ProtoCessor firmware has suffered a crash or corruption. A firmware upgrade will be required to resolve.

i. Take a Diagnostic Capture and Contact Technical Support

  1. Download and install the FieldServer Toolbox.
  2. Connect to the ProtoCessor’s Ethernet port
  3. Hit the Diagnostic button on the FieldServer Toolbox
  4. Take a 5-minute, Full Diagnostic of the ProtoCessor
  5. Email the zip file to smc-support@msasafety.com. Be sure to include your observations and what you would like Technical Support to check