Where can I find product information?
Who can I contact for assistance with a Retrofit Solution?
Email firstname.lastname@example.org with photos of current product. They will give you retrofit options.
Who can I contact for troubleshooting?
Call our Tech Support Team at 800-241-9173 ext. 7003. We recommend installing AnyDesk (The Fast-Remote Desktop App) on your PC, so we are better able to assist.
Do you offer assistance for Legacy Product?
Yes. Call our Tech Support Team at 800-241-9173 ext. 7003. We recommend sending in photos of your product to email@example.com, so we are better able to assist.
Who can I purchase through?
Do you offer training?
What is a CANbus device?
A CANbus device is either an I/O Module or Station.
I have legacy product and there is not a green arrow next to these devices in Essentials. Why?
Legacy products do not have CANbus reporting capability that our current products have. When connected in Essentials, legacy product will have an orange circle displayed next to them.
How do I connect via Bluetooth with your device?
Here is our Bluetooth Module Pairing Tech Note.
I am unable to send or retrieve settings to my controller once it is connected to Essentials.
In Essentials, select the Control Module to see if the firmware version matches the version of Essentials you are using. If the firmware version does not match the version of Essentials, you will be unable to send or retrieve settings. Firmware must be upgraded in order to use the latest Essentials version. Here is our Tech Note for the Upgrade Procedure.
I am unable to connect with my Control Module via Essentials.
Ensure that the rotary dials on the Control Module match the MAC address that is selected in Essentials.
If connecting via USB, open Device Manager on your PC and check under COM Ports to see if the Controller has been connected. The Control Module will appear as a USB Serial Device by default.
If connecting via Bluetooth, open Device Settings to remove the device. Then, add back the Bluetooth Module.
How should I terminate the CAN network?
The first and last I/O Module or Station on the CANbus should be terminated. Here is a Termination Diagram.
Why does my I/O Module or Station blink 2 or 3 times?
2 Blinks mean that the I/O Module or Station is not receiving the controller broadcast.
3 Blinks mean that the I/O Module or Station is not able to send out any messages.
When connected, my I/O Module or Station has a green arrow in Essentials, but it is blinking.
Your CANbus might be intermittent. In order to determine which I/O Module or Station is not communicating, disconnect all I/O Modules or Stations from the Control Module and connect them via CANbus one at a time.
What are the starting and ending addresses for I/O Modules and Stations?
I/O Modules start at address 1 and end at the specified capacity of your Control Module.
Stations start at address 0 and end at 63. All Control Modules can support up to 64 Stations.
How do I set the baud rate and end of line termination on the CANbus, BACnet/MSTP, and DMX Networks on the Control Module?
How do I set the BACnet/MSTP MAC address on Control Modules?
Two rotary dials are located on each module that allow you to set the MAC address. The left rotary dial is 10’s and the right rotary dial is 1’s.
How do I set the CANbus address on I/O Modules?
Two rotary dials are located on each module that allow you to set the CANbus address. The left rotary dial is 10’s and the right rotary dial is 1’s.
How do I set the CANbus address on Stations?
DIP switches are located on the back of the Station. Here is our CTS Quick Reference guide.
I retrieved settings, but my devices are not reporting in with a green arrow. Why?
If you have added I/O Modules or Stations to your CANbus, check that the first and last device are terminated.