Basic Troubleshooting Information

Here are some methods for gathering information to troubleshoot Events2HVAC errors and problems.

Events2HVAC Client Errors

If the error occurs while you are interacting with the Events2HVAC client, make note of the exact error message and what you were doing when the error occurred.  Anytime you get an "Unhandled Exception," you should immediately report this type error to technical support.  You can use the built-in issue form in the Help --> Create Issue menu.

Additional client error details can be found in the Event Log and the log file located in the application root directory.  Click on the link below for examples of specific client errors:

Events2HVAC Error Emails

If the error was emailed to you, it will be categorized by severity: fatal error, error, or warning.

Fatal Error

This indicates a severe error at the server that has caused the command queue server to stop unexpectedly.  This error requires immediate attention because all room scheduling of equipment will not be handled until the service is restarted and the source of the error is corrected.The contents of the error message will reveal the root error and the stack trace. (See Overriding Existing Schedules.)


This occurs when something goes wrong during the normal execution of events and actions.  Typically, these messages come in when there  are communication problems with the event provider data or in executing commands to control equipment.  In the later case, this typically means that a command to start/stop equipment didn't occur, and you might need to override the equipment command to the correct state in your HVAC system. (See Overriding Existing Schedules.)

After correcting an error of this type, you should follow through to determine the source of the error to see if there is a larger problem.

The error message example below shows typical details included in this type of message. (E2H v1.1 and higher)

The following error was detected in Events2HVAC and emailed to all error subscribers...Date = 2/9/2012 4:30:58 PM

Severity = Error
Source = CMDEntry::Execute
Message =
*** Command queue entry failed to execute a device command ***
Please take the manual steps necessary to send the appropriate command(s) to the equipment below:

*** Command Information ***
Event Name: Bldg Maintenance
Scheduled Time: 2/9/2012 4:30:00 PM
Equipment Item: Class 1A - HVAC
Object Reference: Device692.NIE1/NC1 Migration.NC1.AHU-4.OCC-CMD
Action: StartStop
Trigger: EventSetupTeardown [STOP]
Job: Class 1A - HVAC:EventSetupTeardown:Bldg Maintenance:2/9/2012 4:30:00 PM:92f5e2ca-332a-435e-bfcb-2333c740373c
Worker Object: CMDJobRequest: StartStopAction,Devices.Streamside.BACnetS
ThreadID: 4

******* Begin Error Details *******
Streamside.Events2HVAC.CoreServices.Devices.DeviceMethodException: Failed to execute the StartStop Action.
ActionState: 0
DeviceID: 692
ObjectType: Binary_Output
ObjectID: 6
Property: Present_Value
ArrayIndex: -1
Priority: 16
Value: 0
---> Streamside.Events2HVAC.CoreServices.Devices.DeviceMethodException: Failed to execute the StartStop Action, returned error.
Error: BACnet error class="Services", Error Code=Timeout
at StartStopAction.ExecuteWithRetry(Object State)
--- End of inner exception stack trace ---
at StartStopAction.Execute(Object State)
at Streamside.Events2HVAC.CMDQueue.CMDJobRequest.Execute(Object State)
at Streamside.Events2HVAC.CMDQueue.Server.CMDEntry.Execute(Object State)
******* End Error Details *******

BaseException = Streamside.Events2HVAC.CoreServices.Devices.DeviceMethodException: Failed to execute the StartStop Action, returned error.
Error: BACnet error class="Services", Error Code=Timeout
at StartStopAction.ExecuteWithRetry(Object State)


Warning messages let you know that something occurred out of the ordinary, but it may or may not be of any concern.  A warning message will be sent if you shut down the Events2HVAC server, for example.  If you shut it down yourself, you probably know what you are doing.  However, if someone else shuts it down and forgets to restart it, you will have a problem soon. 


The following warning was detected in Events2HVAC and emailed to all warning subscribers...

Date = 1/13/2012 8:45:20 AM
Severity = Warning
Source =
Message = *** CMDQueueService Stopped ***


Events2HVAC Troubleshooting Files

The Events2HVAC client and server components each have a separate log file that catches any errors and warnings along with other useful information.  The log file settings can be found in the Admin --> Events2HVAC options menu.

By default, both the command queue and client are enabled to send output to both the event log and the file log.  The default severity level is "Info."

Events2HVAC Log Files

The log file names can be found in the root application directories with the following filenames:

Client Log File

<<application root>>events2HVAC-YYYY-MM-DD.log

Server Log File

<<application root>>events2HVAC_Service-YYYY-MM-DD.log

You may be asked to send these log files to technical support for some issues.

Events2HVAC Event Log

If you have the Enable Event Log checked in the options, you will see log messages in the Events2HVAC event log.

In Windows XP, go to Control Panel --> Administrative Tools --> Event Viewer to open the event log.

Select Events2HVAC and you'll see all of the entries on the right.

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