Technical Bulletin

Issue Date March 31, 2003

Troubleshooting the NAE/NIE

Troubleshooting the NAE/NIE ..............................................................2

Introduction......................................................................................................... 2

Key Concepts...................................................................................................... 3
NAE................................................................................................................................... 3
Power-Up LED Sequence ................................................................................................. 4
System RE-BOOT Switch ................................................................................................. 5
Troubleshooting Table ...................................................................................................... 6

Detailed Procedures........................................................................................... 8
Testing the Batteries ......................................................................................................... 8
Replacing the Data Protection Battery ............................................................................ 10
Replacing the NAE Unit .................................................................................................. 11

© 2003 Johnson Controls, Inc. www.johnsoncontrols.com

Code No. LIT-1201417 Software Release 1.0
2 Troubleshooting the NAE/NIE Technical Bulletin

Troubleshooting the NAE/NIE

Introduction
This document contains information on troubleshooting the Network
Automation Engine (NAE)/Network Integration Engine (NIE). The
NAE/NIE has no user-serviceable parts inside the unit, so it is never
necessary to open the unit.
Use this document to troubleshoot communication and power
problems and to do the following:
• test the batteries
• replace the data protection battery
• replace the NAE/NIE unit
For information on how to install the NAE/NIE, refer to the Installing
the NAE/NIE Technical Bulletin (LIT-1201161).
Notes: Unless otherwise noted, the information in this document
applies to the NAE and the NIE.
(For the United States of America only.) This equipment has been
tested and found to comply with the limits for a Class A digital device,
pursuant to Part 15 of the United States Federal Commerce
Commission (FCC) rules. These limits are designed to provide
reasonable protection against harmful interference when the equipment
is operated in a commercial environment. This equipment generates,
uses, and can radiate radio frequency energy, and if not installed and
used in accordance with the instructions, may cause harmful
interference to radio communications. Operation of this equipment in a
residential area is likely to cause harmful interference, in which case
the users must correct the interference at their own expense.
For other countries and regions, refer to Agency Listings in
Specifications in the Installing the NAE/NIE Technical Bulletin
(LIT-1201161).
 Troubleshooting the NAE/NIE Technical Bulletin 3

Key Concepts
NAE
Figure 1 shows the front of the NAE.

RE-BOOT

SYSTEM

N2-B

N2-A

POWER
SERIAL B

SERIAL A
USB B

USB A

S
R EF
-
N2
+

S
R EF
-
N2
+

-
NC
+
GENL FAULT
BATT FAULT
24 VAC

RUN
PEER COM
N2B
N2A

100/LINK
10/LINK
ETHERNET
POWER

RE-BO O T

SYST EM

GENL FAULT
BATT FAULT
24 VAC

RUN
PEER COM
N2B
N2A

100/LINK
10/LINK
ETHERNET
POWER
ETHERNET MODEM

ET SY R NAE

NAEfront

Figure 1: Front of NAE

Table 1: NAE LEDs/RE-BOOT Switch

LED Normal Descriptions/Other Conditions
POWER On Steady On Steady = Unit is getting power from either the battery or 24 VAC power. Also
(GREEN) see the 24 VAC LED.
Off Steady = Unit is shut down.
ETHERNET Flicker Flicker = Data is transferring on the Ethernet connection. Ethernet traffic is
(GREEN) general traffic (may not be for the NAE).
Off Steady = No Ethernet traffic, probably indicates a dead Ethernet network or
bad Ethernet connection.
10/LINK On Steady On Steady = Ethernet connection is established at 10 MB/sec.
(GREEN)
100/LINK On Steady On Steady = Ethernet connection is established at 100 MB/sec.
(GREEN)
N2 A Flicker
Flicker = N2 A port is transmitting or receiving data. Flickers are generally in
(GREEN) synch with data transmission, but should not be used to indicate specific
(NAE Only) transmission times.
Off Steady = No traffic
N2 B Flicker Flicker = N2 B port is transmitting or receiving data. Flickers are generally in
(GREEN) synch with data transmission, but should not be used to indicate specific
(NAE Only) transmission times.
Off Steady = No traffic
PEER COMM Varies (see Flicker = Data traffic between NAE devices. For an NAE that is not a Site
(GREEN) next Director, this LED indicates regular heartbeat communications with the Site
column) Director. For a Site Director NAE, flashes are more frequent and indicate
heartbeat communications from all other NAE devices on the site.
RUN (GREEN) On Steady On Steady = NAE software is running.
On 1 second, Off 1 second = NAE software is in startup mode.
On 0.5 seconds, Off 0.5 seconds = NAE software is shutting down.
Off Steady = Operating system is shutting down or software is not running.
24 VAC On Steady On Steady = 24 VAC power present
(GREEN) Off Steady = Loss of 24 VAC power. In the Off Steady condition, the NAE can be
running on battery power. Also see the POWER LED.
BATT FAULT Off Steady On Steady = Battery fault. Replace the battery.
(RED)
GENL FAULT Off Steady On Steady = General Fault. Fault conditions include excessive Central
(RED) Processing Unit (CPU) flash or memory use, or excessive CPU or Printed Wire
Board (PWB) temperature. In normal operation, the GENL FAULT LED stays on
steady for the first half of the startup sequence.
SYSTEM - Resets the system and clears the volatile memory. Do not use this switch until
RE-BOOT you have read the System RE-BOOT Switch section.
4 Troubleshooting the NAE/NIE Technical Bulletin

Power-Up Light-Emitting Diode (LED) Sequence

The NAE uses 11 LEDs to indicate the unit’s power and
communication status. During startup, the NAE automatically runs an
LED test to verify the operational status of the LEDs. Immediately
after a start, the LED lighting sequence occurs as follows:
1. The PEER COM, RUN, and GENL FAULT LEDs turn on,
indicating that the Operating System (OS) is booting up. For the
NAE, the N2A and N2B LEDs also turn on.
2. The N2A, N2B, PEER COM, RUN, and GENL FAULT LEDs
shut off. The RUN LED flashes to indicate that the NAE software
is loading.
3. The operational status of the NAE displays (see Table 1). When
the RUN LED goes On Steady, the application is running and the
unit is ready.
The total time to power up the NAE is several minutes, depending on
the size of the database. Figure 1 shows the locations of the LEDs and
the RE-BOOT switch. See the System RE-BOOT Switch section for
details.
 Troubleshooting the NAE/NIE Technical Bulletin 5

System RE-BOOT Switch

IMPORTANT: Do not press the system RE-BOOT switch unless you have
tried other reasonable means to fix the problem. When you press the system
RE-BOOT switch, you lose all changes made to system data in the NAE
since the last save, including audit data.

A RE-BOOT switch located next to the LEDs restarts the processor

(Figure 1). Use the reset switch only if the NAE fails to respond
completely and cannot be accessed by any user device. This condition
may also be indicated if the RUN LED is off when the 24 VAC LED
is on. Using the RE-BOOT switch is comparable to using the Ctrl +
Alt + Delete manual reset when a PC stops responding.
In normal operation, system data accumulates in the volatile memory
before it transfers to the non-volatile memory during the automatic
save routine in the NAE. When you use the system RE-BOOT switch,
a controlled shutdown under battery backup does not occur, and you
lose all volatile data in the NAE (all values and changes since the last
time the NAE made an automatic save), including alarm, trend, and
audit trail data. Data contained in the non-volatile memory is not
cleared when you use the switch. See Table 2 for a representation of
the NAE volatile and non-volatile memory components.

Table 2: NAE Memory Components

Memory Component Contents
Volatile Memory: • Main System Memory
Small Outline Dual In-line
Memory Modules
(SODIMM) with 256 MB
Synchronous Dynamic
Random Access Memory
(DRAM)
Non-Volatile Memory: • Operating System
256 MB Flash Erasable • Virtual System Architecture
Programmable Read Only
• Programs
Memory
• Virtual System Architecture

When the NAE restarts, it uses data from the latest save. Any changes
made to the database since the last save need to be redone. If the
system does not reboot, call your Johnson Controls service
representative. Even if the system reboots successfully, keep in mind
that having to reboot may indicate a system problem that might require
service in the future.
To reboot the system, press the System RE-BOOT switch with a paper
clip or small screwdriver.
6 Troubleshooting the NAE/NIE Technical Bulletin

Troubleshooting Table
Table 3 contains error conditions and ways to fix them.

Table 3: Troubleshooting Matrix

Problem Solution
NAE will not Check to make sure that 24 VAC power is connected correctly and that the
communicate with any 24 VAC and POWER LEDs are on.
other device Check to make sure that communication terminal blocks and other
communication connectors are firmly in place.
Check that the wiring is the correct size (18 AWG minimum for power, 18 AWG
for N2 Bus, 26 AWG for Ethernet communication).
Check that you have set the correct baud rate on each connected device.
Check the integrity of the wires and cables.
Check that N2 EOL switches are correct. Refer to the Setting Terminations
section of the N2 Communications Bus Technical Bulletin (LIT-636018) for
details on N2 EOL terminations.
No N2 communication Check that the N2 wires are connected properly and are not loose in the
termination block.
Check that the N2 LEDs indicate communication.
Check that the N2 EOL switches are correctly set. Refer to the Setting
Terminations section of the N2 Communications Bus Technical Bulletin
(LIT-636018) for detail on N2 terminations.
Check the entire N2 Bus. Refer to the N2 Communications Bus Technical
Bulletin (LIT-636018).
No Ethernet Verify that you are using patch cable for a hub or switch and a crossover cable
communication for a single PC connection.
Check the port and cable integrity. Make sure either the 10/Link or 100/Link LED
is green (indicating an established Ethernet connection). Check that the hub or
switch into which the Local Area Network (LAN) connector is plugged is working
and connected correctly.
No modem Check the port connector and cable for integrity and make sure you have the
communication right driver installed and configured if you are using an external modem. Two
modem drivers are pre-installed on the NAE: the Zoom® Telephonics 2985
modem and Multi-Tech MT5634ZBA-USB modem. See the Configuring the
Network Automation Engine (NAE) Technical Bulletin (LIT-1201519) or the
N1 Migration with the NIE Technical Bulletin (LIT-1201535).
NAE will not dial in or Check that you have the right modem configuration string and dialing
dial out parameters. See the Configuring the Network Automation Engine (NAE)
Technical Bulletin (LIT-1201519), the N1 Migration with the NIE Technical
Bulletin (LIT-1201535), or the Direct Connect and Dial-Up Connection on
Windows® 2000 or Windows XP Operating Systems Application Note
(LIT-1201639).
Check that the modem is set to the correct baud rate. See the Configuring the
Network Automation Engine (NAE) Technical Bulletin (LIT-1201519) or the
N1 Migration with the NIE Technical Bulletin (LIT-1201535).
Check that the phone line is plugged into the modem port, and the phone line is
active. To check the phone line, disconnect the NAE modem and use an analog
phone to check that the line is active.
Continued on the next page . . .
 Troubleshooting the NAE/NIE Technical Bulletin 7

Problem (Cont.) Solution

NAE loses data Check to make sure the battery is installed and that the BATT FAULT LED is not
lit. Replace, if necessary, with MS-BAT1010-0. See Testing the Batteries.
Do not unnecessarily press the system RE-BOOT switch. See the System
RE-BOOT Switch section.
NAE runs slowly The amount of data you are trying to process is too much for the NAE to handle.
A value of 50% or less for the CPU Usage attribute of the NAE is considered OK,
although other performance indicators should also be assessed. (Refer to the
NAE Object and the Diagnostics topics in the NAE help system for more
information.) Reduce the size of the database.
All communication is Check for possible external interference. To reduce Radio Frequency (RF)
disrupted interference, do not use cell phones or walkie-talkies within 3 meters (10 feet) of
the NAE.
Check that the power transformer secondary is not shared with another load.
NAE overheats Note: When the internal temperature reaches a high limit, the NAE issues an
alarm and lights the GENL FAULT LED, allowing you a chance to intervene
before heat-related damage results.
Check that the unit has been installed according to the installation instructions
and that the mounting orientation is correct. See Installing the NAE/NIE
Technical Bulletin (LIT-1201161).
Make sure cables are not blocking the ventilation of the unit.
Clean out the dust in the unit with canned air (pressurized air used to clean
computers and other sensitive devices).
Internal modem no Use the USB port and connect an external modem or replace unit. (See the
longer functions due to modem literature for more information on using external modems with the NAE.)
lightning or some other
damage
Unit has been damaged Replace the unit.
or all external causes of
failure have been
checked
8 Troubleshooting the NAE/NIE Technical Bulletin

Detailed Procedures
Testing the Batteries
Clock Battery
Note: Even if your network uses Simple Network Time Protocol
(SNTP) to synchronize time, the clock battery is required to maintain
time and date in an NAE. The clock battery has a typical life of
10 years at room temperature (21º [70ºF]).
To test the clock battery:
1. Remove line power from the NAE. Wait until the POWER LED
goes off.
2. Wait a few more minutes, restore power, and wait for the NAE to
start up. Check the time in the NAE from a Web browser user
interface. If the NAE loses the correct time, the battery has lost its
charge.
3. Replace the NAE unit with a new or recently shipped repair part
of the same model type. See Replacing the NAE Unit in this
document for the procedure.
Note: To avoid disruption of the operation of your system and
building, plan a shutdown of the system to check the clock battery at a
time when the building is not occupied. Contact your local Johnson
Controls service representative for a scheduled maintenance visit to
your site if you require all NAE units to be serviced, and have the
clock batteries replaced. This kind of service visit is recommended
about 8 years after the first installation of your system or after the last
time the clock batteries were replaced.

Data Protection Battery (LED Indication)

To test the data protection battery, check if the BATT FAULT LED is
on (see Figure 1). If the BATT FAULT LED is on, the battery is either
defective or missing, or the battery cable may not be connected.

Data Detection Battery (Resistor Test)

Notes: The NAE battery or replacement battery may be tested
externally by using a power resistor, jumper wire test leads, a DC
voltmeter, and a time source such as a wristwatch. The power resistor
required is a 7.5-ohm 25-watt resistor Ohmite® Part Number
D25K7R5 or equivalent. The test leads are required to connect the
7.5-ohm resistor to the battery.
Alternatively, you can purchase and use the ACT IBT Intelligent
Battery Tester (for general purpose 12 V Sealed Lead Acid [SLA]
batteries) available from www.actmeters.com and other sources.
 Troubleshooting the NAE/NIE Technical Bulletin 9

To check the data protection battery with a resistor:

1. Remove the battery from the NAE. See Steps 1-3 in Replacing the
Data Protection Battery.
2. Connect the 7.5 load across the battery.
3. Wait 1 minute and record the voltage across the battery terminals
(not across the load resistor).
4. Wait 1more minute and again record the voltage across the battery
terminals.
5. Remove the load from the battery.
6. Subtract the voltage reading taken in Step 4 from the voltage
reading taken in Step 3. The difference in the two readings should
be less than 0.25 VDC for a good battery. If the reading is greater
than 0.25 volts, the battery is bad and should be replaced. See
Replacing the Data Protection Battery.
10 Troubleshooting the NAE/NIE Technical Bulletin

Replacing the Data Protection Battery

Note: You can replace the data protection battery with 24 VAC
power attached to the NAE. However, if the 24 VAC power fails while
the battery is disconnected, the most recent trend and audit data may
be lost. To avoid this possibility, power down the NAE at a time when
building operations will not be disrupted to back up the recent data in
the NAE flash memory before replacing the battery.
To replace the data protection battery:
1. Remove the cover of the battery compartment (Figure 1).
2. Disconnect the hook and loop strap and disconnect the wiring by
pulling apart the inline connectors (Figure 2).

N2-B

N2-A

POWER
SERIAL B

SERIAL A
USB B

USB A

S
REF
-
N2
+

S
REF
-
N2
+

-
NC
+
RE-BOOT

SYSTEM
GENL FAULT
BATT FAU LT
24 VAC

RU N
PEER C OM
N2B
N2A

100/LINK
10/LIN K
ETH ERN ET
POW ER
ETHERNET MODEM

ET SY R NAE

NAE Battery

Figure 2: NAE with Battery Compartment Open,

Wiring and Strap Disconnected
3. Pull out the battery.
4. Place the new battery in the compartment.
5. Tighten the hook and loop strap around the battery and reconnect
the wiring connectors.
6. Replace the cover of the battery compartment.
7. The BATT FAULT LED should now be off.
Note: The NAE does not immediately recognize a new battery
unless the battery is changed with the NAE powered and running with
24 VAC power. If the new battery is faulty, the BATT FAULT LED
will come on again as soon as the NAE determines that the battery
cannot hold the correct charge. If the battery is changed when the NAE
has been powered down and 24 VAC is not connected, the BATT
FAULT LED will stay on for a period of up to 12 hours and only go
off when the NAE is satisfied that the battery is correctly charged.
 Troubleshooting the NAE/NIE Technical Bulletin 11

Replacing the NAE Unit

Note: For details on installing and wiring an NAE, see the
Installing the NAE/NIE Technical Bulletin (LIT-1201161). For
information on uploading and downloading, see the Load Options
section of the online help. See the Configuring the Network
Automation Engine (NAE) Technical Bulletin (LIT-1201519) or the
N1 Migration with the NIE Technical Bulletin (LIT-1201535) for
configuration details. See the System Configuration Tool Technical
Bulletin (LIT-1201534) for details on backup and restore features in
the SCT.
To replace the NAE unit:
1. Upload the archive from the NAE you plan to replace to the
System Configuration Tool (SCT).
Note: If you cannot access the unit because of a communication or
other failure, you will have to use the latest working database stored in
the SCT or use the latest backup archive.
2 Remove line power from the NAE and wait for the LEDs to go out
(may take up to 6 minutes).
Note: Disconnect the network wiring connections and uninstall the
NAE. If your NAE has DIN clips, snap the DIN clips on the
bottom of the unit to the outboard load position and lift the unit off
the DIN rails. If your unit is screwed to a mounting surface,
remove the screws.
3 Install the new NAE.
4 Download the archive to the new NAE.

Controls Group
507 E. Michigan Street
P.O. Box 423 www.johnsoncontrols.com
Milwaukee, WI 53201 Published in U.S.A.