Troubleshooting

Problem	Possible cause	Solution
The sites are not displayed on the web portal.	You did not accept the invitation to join the team.	Find the invitation email and accept the invitation.
The energy consumption of my site is not visible.	You did not validate the Data Agreement email. In that case, EcoStruxure Facility Expert does not process the energy data information.	A message indicates that the site can be operated only after the Company Data Agreement signature. Validate the Company Data Agreement email.
	You did not receive the company data agreement email from the building owner because there is a mistake in the email address you entered.	The email field of the Building owner is non editable after creating the site. Contact your Schneider Electric Customer Care Center.
	You may not have a valid EcoStruxure Facility Expert - Energy license.	A message indicates that your subscription has expired and you must renew it or assign another subscription. Contact your Service provider or your Schneider Electric sales representative to subscribe a new license.
There is no Total Energy Consumption value for my site.	At least one meter must be tagged as Main meter in the My Customers and Sites settings.	Check your settings and ensure that at least one meter is tagged as main.
The total energy consumption of my site is not equal to the sum of usages or zones.	If the submeters are not metering 100% of the load, the total energy consumption is lower than the sum of submeters.	Add submeters on the site.
	If there are sub-submeters in your electrical installation hierarchy, make sure you do not double count the load by assigning the same usage twice to several meters.	You should not define a usage at submeters level if you have paired sub-submeters. See Meters configuration: main meter, usages, and zone.
The Energy Efficiency widget is not displayed on my dashboard.	One year of data must be completed to display a meaningful Energy Efficiency widget or the NABERS (National Australian Built Environment Rating System) report of your site.	Check the activation date. If the system has been running data for more than a year, contact your Schneider Electric Customer Care Center.
No alerts notifications received in my mailbox.	Some Events settings may be inappropriate.	Check through the Events entry that: The event alert is enabled. The notification check box is selected. Threshold values are properly set. The recipients are identified and selected, and their email addresses are correct. See Events and alerts settings.
No access to the site reports and no notifications received when a new report is available.	Some Reports settings may be inappropriate.	Check the monthly reports section of the My Customers and Sites entry to ensure that user access and notifications are properly defined. See Monthly reports and KPIs.