Troubleshooting
Find the problem you see, then follow the link to the fix.
Meter data
- My interval data file won’t import - Check the format, coverage and missing hours.
- The annual electricity use looks doubled or halved - The kW and kWh units are mixed up.
- Some readings don’t represent actual energy use - Exclude them as missing data.
Baseline data
- My building isn’t on the map - Use a nearby footprint and edit it.
- My building is in Canada - Draw the footprint yourself.
- My utility rate isn’t listed - Use an average rate, and ask us to add yours.
- My baseline went back to “Baseline in Preparation” - A saved change to its inputs needs a new calibration. Check inputs and run it again.
Calibration
- The Check inputs button is grayed out
- I need to stop a calibration
- CV(RMSE) or NMBE is outside ASHRAE Guideline 14
- “Calibration failed”
- An “Outdated Baseline” label is shown - Rerun the calibration.
Benchmark
- My baseline isn’t in the list - Only pinned, calibrated baselines are listed. Pin it on the Baselines tab.
- No ENERGY STAR score is shown - Some building types aren’t covered by ENERGY STAR.
- I can’t change the energy code - Only the baseline’s analyzer can.
- “The AI analysis didn’t finish”
Energy audit
- My baseline isn’t in the list - Only pinned, calibrated baselines are listed.
- “Not subscribed” or “Complete Your Energy Audit” - Subscribe the baseline.
- “The report is outdated”
- Calculate shows an error
- Calculate is grayed out
- Update or Post is grayed out - Calculate and Update first.
Sharing
Costs and incentives
- There’s no Save changes button on Retrofit Costs - The standard dataset can’t be edited. Create your own table.
- Incentives can’t be applied - Incentives need a utility rate, not an average rate.
- My utility’s incentives are missing - Contact us from the Utility Incentives page.
- A newly posted building isn’t in the Dashboard totals - Turn on its switch.
Account and billing
- My total is over $2,400 - Subscribe the baselines in two payments.
- Cancel subscription is grayed out - Only the subscriber (the baseline’s owner) can cancel.
- I forgot my password
- I can’t see the audits shared with me - Sign in as a client with the invited email.
Still stuck? Contact support.