How to fix a Johnson Controls NAE that’s offline with Metasys ADX Server

A Johnson Controls NAE needs to communicate with the Metasys ADX server in order to populate on the network tree. If the device isn’t communicating properly you will not be able to control your system from the Metasys user interface. A Johnson Controls NAE that’s offline with the server will usually display a red X beside the device in the Network tree.

There are several possible causes for the loss of communication that we need to explore in order to isolate the problem and resolve the issue. The more familiar you are with how your system is configured the easier it will make the process of troubleshooting the device.

Johnson Controls NAE must have power

It may seem obvious that the device must have power in order to communicate but overlooking the obvious can cause you to waste time. It’s a good idea to verify the NAE has adequate power being supplied. Make sue the voltage provided by the power supply is within range of the device’s operating requirements.

A voltage that is out of range can cause communication issues as well as a lot of other problems within your system. If the voltage is not consistent you may need to find the source of the problem or even replace the power supply.

Check network connectivity

We all struggle with IT related issues which highlight why it’s a good idea to have a good working relationship with your IT department. Networking equipment, just like any other type of devices, can have failures that keep them from working properly.

One of the steps we take is to turn off the WIFI connection on our laptop, unplug the network cable from the NAE and plug it into the laptop to check the network connection. This test usually identifies if the problem is in the network itself. If there are any network issues we usually contact our IT department and let them resolve those issues.

Once proper network connections are restored, the device usually returns to normal operation.

Try to browse directly to the device using the Launcher Tool

If the device has a good network connection you should try browsing directly to it using the launcher tool and the IP address that is assigned to it.

If you are unsure of the IP address for the device you should be able to locate it in your SCT backup under the Network tab for the device.

You may try to discover the device in the event that the IP address has changed for one reason or another. An NAE that is set to DHCP enable may have the IP address changed by your IT department for one reason or another.

Use the NAE information tool or in SCT, the “Device Discovery” option to help identify the IP address for the NAE that is offline. Usually opening the tool, connecting directly to the device using a network switch and cycling the power can help identify the device IP address.

If you are able to browse directly into a device using the Launcher took, try browsing to it directly from your Metasys ADX/ADS server. It is possible that firewall settings may have been changed on your network that may be causing the issue. If you are able to browse directly from your server into the device then the problem may be with the Metasys Host File.

Metasys Hosts File Corruption may cause a Johnson Controls NAE to be offline

The Hosts File within Metasys contains a list of device names and their IP addresses within the system. If a device has an updated device name or IP address that doesn’t get updated in the Host file on the server then the device will not populate on the network tree within Metasys.

You may be able to browse from the server directly into the NAE or SNE but it will display a red X indicating that it is not communicating properly with the server.

The Hosts File is located on the Local C:Drive in the Windows System 32 folder. It will be in the Drivers folder in another folder called ETC. Your system search will probably not be able to find the file and you will need to browse to it directly.

Once you locate the file, open it using Notepad. BE CAREFUL BECAUSE YOU CAN MESS UP YOUR SYSTEM EDITING THIS FILE! If you are able to browse to the device from the server but it doesn’t populate in the network tree of Metasys then verify the IP address and the name of the device match on the device and in the host file.

The device may have failed

If you are unable to browse to the device or discover it using any of the available tools the problem could be the device itself. An NAE that has failed will either need to be replaced or repaired by a repair center.

In the event of a device failure of a Johnson Controls NAE that’s offline you may want to consider upgrading the NAE to the new Johnson Controls SNE to help keep your system relevant with newer technologies.