Issue User is unable to log in to Building Advisor and receives the error message: "Account Unavailable – Permission Required. Please contact your account administrator.". The user requires access to the platform. Product Line EcoStruxure Building Advisor Environment Building Advisor (BA) portal User account  Cause The issue is typically caused by one or more of the following: The user has not been granted access to the specific Building Advisor site. Required permissions or roles have not been assigned by the site administrator. Resolution Follow these steps to resolve the issue: Inform the user to contact the Building Advisor Site Administrator: Support teams do not create or grant user access due to security policies. The Site Admin must add the user to the relevant site and assign permissions. If the Site Administrator is unknown: Ask the user to provide the Building Advisor site name. Assist in identifying the appropriate administrator. After access is granted and the account is active, the user should be able to log in successfully.

Issue Validation of SSL Certificate does not work Product Line EcoStruxure Building Operation Environment Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Space-Logic Server (AS-X) Cause Cloud Connectivity makes use of the following certificates for communication to the cloud and are missing from the system: ISRG Root X1 DigiCert Global Root G2 DigiCert Global Root CA ManagementCA Resolution Run Windows Update: On the server running the ES/EC, run Windows Update and make sure the Operating System is updated to the latest maintenance version available. Manually update certificate:  On the server running the ES/EC, go to https://curl.se/docs/caextract.html using a web browser and follow the instructions to download a collection of the most commonly used certificates on the web that are up to date. Click on the start-menu, type in ”certmgr” and press enter. Navigate to Trusted Root Certification Authorities/Certificates Under Trusted Root Certification Authorities, right-click the Certificates folder and select ”All Tasks > Import…” Follow the guide, click ”Next” and then locate the file you downloaded in Step 2a (make sure you filter to All Files). Click ”Next” on all steps and then click ”Finish”.

Issue Customers and integrators require a clear understanding of the data collected during registration, how it is used, the ownership model, communication expectations, connection requirements, site information guidelines, and available training. Product Line EcoStruxure Building Operation, EcoStruxure Building Data Platform, EcoStruxure Building Advisor Environment EBO Enterprise Server and Automation Servers WorkStation and WebStation Cloud‑connected EBO systems Cause Registration and cloud connectivity introduce questions regarding privacy, data flow, communication policies, configuration steps, and troubleshooting expectations. Resolution Data Collected EBO collects only configuration and performance data required to identify equipment, evaluate system health, and support lifecycle management. Configuration data includes installed servers, controllers, firmware versions, and configuration details. Performance data includes CPU and memory utilization, server trace logs used for error investigation, and lifecycle event logs showing upgrade and configuration history. No personal or sensitive user information is collected. Data Ownership Personally Identifiable Information (PII) is owned by the individual and handled according to applicable privacy regulations. Technical System Data (Raw Data) is owned by the end user or site owner. Technical System Metadata (Calculated Data) is owned by the party that develops the algorithms that generate it. Data Storage Location Registration data is stored in secure Microsoft Azure cloud infrastructure located in Ireland. Use of Customer Data Customer data is never sold or shared with third parties for advertising or commercial purposes. Use of Email Addresses The provided email address receives the registration confirmation. After registration, Schneider Electric contacts the customer only if there is an urgent product issue requiring immediate attention and the system integrator cannot be reached. Marketing Communications Email addresses collected during registration are not used for marketing materials or newsletters. GDPR Compliance The product follows applicable privacy, data handling, and security regulations including GDPR. The terms governing this compliance are available within the product’s login interfaces. Site Naming and Registration Contact Details Site information should accurately reflect the deployed system. Installers must use the customer’s site name and customer contact information, not their own, unless they are the actual system custodian. Registration and Cloud Connectivity Steps Enable cloud communication Open WorkStation. Navigate to Control Panel → Security and Communication → Cloud Connectivity. Set Communication setting to Enable cloud communication. Register the installation At the WorkStation login screen, choose Register. Select I am the building’s owner, facility manager, or authorized custodian. Enter the site and contact details, then select Submit. Choose Exit and return to WorkStation. Update registration details From the login screen, select Edit registration, choose the custodian option, update information, and submit. When already logged in, go to Help → Registration → Edit information, update details, and submit. Cloud Endpoints and Ports EBO communicates outbound over TCP 443 to the following hostnames: app.schneider-electric.com cnmiothubappstna.blob.core.windows.net cnm-ih-na.azure-devices.net Cloud provider IP addresses may change dynamically; allow‑listing should be performed by hostname. Copying the System ID To copy the System ID, right‑click the value in the displayed dialog and select Copy. Partial Site Architecture Display (~ Indicator) A tilde (~) symbol indicates that initial communication has completed but the full system archive has not yet been uploaded. Allow time for the archive to finish transferring while maintaining connectivity. Training Availability Training for licensing, registration, and cloud connectivity is available through the corporate learning platform. The course provides guidance on enabling cloud services, completing registration, and maintaining site information.

Issue The HVAC Optimization module in the Building Advisor (BA) portal is currently displaying data that is two months behind the current date. Snapshot: The image below illustrates the data available within the HVAC Optimization module as of October. Product Line EcoStruxure Building Operation Environment EcoStruxure Building Advisor HVAC Optimization Module Cause This does not represent a defect in data collection or in the functionality of the Building Advisor Portal Resolution The limited data display is intentional and aligns with the system’s design principles. Energy providers often apply retroactive adjustments to consumption records, and interim placeholder values can be unreliable. By excluding these, the system ensures data integrity and accuracy. Additional Notes: This behavior is expected and documented. No action is required unless data is missing beyond the expected two-month delay.

Issue Users may encounter connectivity issues when attempting to connect to the EcoStruxure Building Advisor Cloud while using a demo license. Product Line EcoStruxure Building Advisor Environment Building Operation Enterprise Central  Building Operation Enterprise Server  Building Operation Automation Server  Building Operation Building Advisor Portal Cause The EBO Demo License does not include the Cloud Connectivity feature, which is required for communication with the Building Advisor Cloud. Resolution Enterprise Server and Enterprise Central A valid production license is required to enable Cloud Connectivity. Demo licenses will not support this functionality. AS-P and AS-B Cloud Connectivity is supported only in versions 3.2.4 or later. When operating in Stand-Alone mode, AS-P and AS-B do not require a separate license for Cloud Connectivity.

Issue Encounter difficulties configuring EcoStruxure Building Operation (EBO) to connect with the Building Advisor Portal. Product Line EcoStruxure Building Advisor Environment Building Operation Automation Server  Building Operation Enterprise Central Building Operation Enterprise Server Building Operation Building Advisor  Cause Multiple server configuration options exist for connecting to the Building Advisor Portal, each with distinct requirements and roles. Resolution Below are the most common configurations and their requirements: 1. Stand-alone AS-P and AS-B SmartX Servers Requirements: EBO version 3.2.4 or higher Servers connect directly to the EBO cloud No intermediary server required 2. ES/AS Configuration Requirements: EBO version 3.2.4 or higher The Enterprise Server (ES) handles communication and data transfer with the Building Advisor cloud ES acts on behalf of downstream SmartX servers 3. EC/ES/AS Configuration Requirements: All servers must run EBO version 3.2.4 or higher The Enterprise Central (EC) communicates with the Building Advisor cloud only for itself Cloud-connect settings are configured on EC and cloned to each ES Each Enterprise Server (ES) manages communication for itself and its downstream SmartX servers

Issue Unable to connect Enterprise Server or Enterprise Central to the Building Advisor Cloud Portal  Product Line EcoStruxure Building Advisor, EcoStruxure Building Operation Environment Building Operation Building Advisor EBO Health Module Building Operation Enterprise Server Building Operation Enterprise Central Cause There are specific Operating System (OS) requirements that must be met to ensure successful connectivity to the Azure-based Building Advisor Cloud services. Incompatible OS or software versions may result in missing trust certificates, preventing proper communication. Resolution To ensure reliable cloud connectivity, verify that your system meets the following OS and software compatibility requirements: Enterprise Server Software Compatibility Matrix EBO Version Windows 10 (64-bit) Windows 11 Server 2012 R2 Server 2016 Server 2019 Server 2022 Server 2025 v3.2.4 Yes   Yes Yes Yes     v4.0 Yes v4.0.2 Yes Yes Yes Yes   v5.0 Yes Yes Yes Yes Yes Yes   v6.0 Yes Yes Yes Yes Yes Yes   v7.0 v7.0.2 Yes   Yes Yes Yes Yes Note: Always verify the official Microsoft support status for your OS version to ensure ongoing compatibility and security. Additional Requirements Microsoft .NET Framework: Required: .NET Framework 4.7.2 or later Note: Versions 4.5 or 4.6 are not supported for cloud connectivity. TLS 1.2 Support: SmartX servers require TLS 1.2 to be enabled for secure communication with the Building Advisor Cloud. Automation Servers (AS-P/AS-B) have TLS 1.2 enabled by default. For Enterprise Servers running on Windows OS, ensure TLS 1.2 is enabled. Refer to: How to Check if TLS1.2 is Enabled Summary To maintain a stable and secure connection between EBO and the Building Advisor Cloud Portal: Ensure your EBO version is compatible with your Windows OS. Use .NET Framework 4.7.2 or later. Confirm TLS 1.2 is enabled on your system. Always consult Microsoft's official documentation for the latest OS support updates.

Issue MNB firmware may not match the version reported in EBO and Building Advisor Portal. Product Line EcoStruxure Building Operation, EcoStruxure Building Advisor Environment I/A Series MNB I/A Series WorkPlace Tech Building Operation Workstation Building Operation Building Advisor EBO Health Module Warning Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed correctly. Before beginning these steps, ensure all necessary data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance. Cause MNB firmware is upgraded via the WorkPlaceTech Commissioning Tool independent of EBO, and EBO reports firmware to Building Advisor Portal for use in BMS Health Module. Example cases where controllers are upgraded after adding to EBO are: MNB controllers added with factory default firmware version MNB controllers transitioned into EBO with existing older firmware version MNB controller that was upgraded to the latest was replaced with MNB Controller at factory default firmware version Resolution Create a Saved Search to identify all MNB controllers in the system Create New Search Enter * in Object Name Field Click ... button next to Include Types: and add all the MNB controller models Right-click on Column Header and select Add/Remove columns to select Firmware revision and Model name, and remove Description Save the search and select a location and name it Run the search to identify all the MNB controllers Sort by Firmware Revision to find older versions. MNB-1000 will end in 01.5xx and all other MNB ASC models will end in 01.4xx Update firmware version from the controller(s) Select one or more MNB controllers Right-click and select Device -> Upload Configuration. *WARNING*: Ensure you do NOT select Download Configuration  Now EBO is reporting the correct firmware in the controller and will upload this information to Building Advisor Portal, if cloud connectivity is established. Upgrade any MNB controller firmware with WorkplaceTech Commission Tool to the latest version and perform Steps 2 and 3 to keep EBO updated.

Issue Resource Advisor platform, which serves as a repository for water, gas, and electric invoices, enabling customers to focus on evaluating metered data. Assisting organizations that are committed to sustainability. Setup information. Product Line EcoStruxure Building Operation, EcoStruxure Resource Advisor Environment Building Operation Automation Server Premium Building Operation Enterprise Central Building Operation Enterprise Server Cause Information on setting up Resource Advisor is not available for download Resolution Click this link for an overview of Resource Advisor. Attached is a more detailed document including EBO Setup Guide and links for additional Resource Advisor information.

Issue Attempting to update the System Identifier to align with the newly created ID in the EBO system, is causing a 'Duplicate BMS System Data Source' error. Product Line EcoStruxure Building Advisor Environment Building Advisor Cause A duplicate ID has been identified in Building Advisor. This may correspond to an older system ID or one from a different site.   Resolution The error indicates the site where the duplicate ID is found, which usually corresponds to the site you are attempting to update. - Go to the admin menu, select the site, then choose 'Clear' on the BMS System and click 'Save'. - Click the pencil icon to add or edit the BMS System. Enter the new ID and then click 'Save'.    

Issue Since the Cloud Plugin cannot perform search operations on EBO, Building Advisor can only estimate the number of forced points using the event log and, for EBO versions above 3.2.1, the server archive.  Product Line EcoStruxure Building Advisor Environment BMS Health Cause 1. Incomplete Event Log: The event log may be incomplete if the maximum capacity is reached in EBO (events are rolling). When a customer connects their system, some historical events may be missed. 2. High Event Production: If a customer's system generates events at a higher rate than BA can process (currently, BA can ingest 100,000 events every 6 hours), some events may be overlooked, especially if there are many noisy events. 3. Understanding of Events: BA can only recognize forced and unforced events. BA will lose track of that point if an object's absolute path is updated or deleted instead of being unforced. 4. External Tools: BA cannot track it if an external tool forces a point without creating a corresponding forced/unforced event in EBO.   Limitations with EBO Versions 3.2.1 or higher: Building Advisor can resolve issues for each server by retrieving snapshots from the server archive. This method can address the abovementioned issues, except for point number 4. Additionally, Bacnet points forced via commands are unavailable in the server archive, meaning we cannot retrieve those values through the Cloud Plugin. Resolution Check the EBO Version, and If the customer's system is older than version 3.2.1, advise them to upgrade. Verify Server Archive, ensure the issue pertains to Bacnet points, and proceed to the next step. Ensure all servers associated with the mismatched forced items have an updated server archive. This will enable the Building Advisor (BA) to obtain the correct snapshots from the system. You can check this in the building's BA connectivity tab.  If the servers are updated, proceed to the next step. If they are not, ensure that server backups are created periodically. You can check this in the BA architecture tab under the backup section.  If a newer backup is present compared to the "Last Upload" in the server archive table, attempt to send it again. Refer to the instructions on how to send a new backup at the end of the file. If there isn’t a newer backup, create one and send it. Important: Please note that it may take one to two days for the Building Advisor (BA) to reflect the updates. If the object exists in EBO, retrieve the events from the relevant branch and filter for force-type events.  If the last event is unforced and BA is showing as forced, Force it and then unforce it one time. If it was a Bacnet point, try to force it from the basic tab.  Note: If you have multiple points, you can search using the appropriate criteria and perform all the force/unforce operations simultaneously.  If the object no longer exists in the path, you can create a replica of the object in the same path and perform the force/unforce operation. Ensure that events are created for your actions (see Step 5). If the point does not exist for manual override and you cannot set a new device in the path, please open a PSS case. Send a new backup using the following process: Navigate to ~/System/Modules/CloudPlugIn/Statistics/Services Add the Service type and Server name columns in the list view Locate the Service Type of SystemDiscovery, multi-select the server(s) affected, right-click, and select Execute task now If the issue is unresolved two days after uploading the updated SystemDiscovery files, please open a PSS case.

Issue EBO system was in sync with Building Advisor Portal and is now not. Product Line EcoStruxure Building Operation, EcoStruxure Building Advisor Environment Building Operation Building Advisor Portal Building Operation Enterprise Server Building Operation Automation Server Cause System ID changed and no longer matches in Building Advisor Portal. Resolution Check EBO Server Trace Log for nsp.pin.Cloud records and there should be one that shows "SystemId". Here is an example: 2023-11-19 12:37:30.437 [320] nsp.pin.Cloud.DspInterface Sending notification {"ProtocolVersion": "1.0", "NotificationType": "TimeSeries", "IotDeviceId": "urn:dev:ops:sebms-sbo-es-fb6b2834ba4749d89cdad333c12704a3", "SystemId": "4ba3db45-0235-7146-981a-c81dc08e39bf", "GeneratedAt": "2023-11-19T12:37:30.0437Z", "GeneratedBy": "SBO 3.2.4.22","Operation": "Update","TimeSeries": [{"TimeSeriesId": "d8e6b6fc-a472-4285-a56d-2d3e4a6915e1","Samples": [{"Timestamp": "2023-11-19T12:37:30.0437Z","Value": "Unknown [null]","Unit": "0x10001","Status": 20}]}]} 2023-11-19 12:37:30.437 [320] nsp.pin.Cloud.DspInterfaceReal edgeAgent_sendMessage: {"ProtocolVersion": "1.0", "NotificationType": "TimeSeries", "IotDeviceId": "urn:dev:ops:sebms-sbo-es-fb6b2834ba4749d89cdad333c12704a3", "SystemId": "4ba3db45-0235-7146-981a-c81dc08e39bf", "GeneratedAt": "2023-11-19T12:37:30.0437Z", "GeneratedBy": "SBO 3.2.4.22","Operation": "Update","TimeSeries": [{"TimeSeriesId": "d8e6b6fc-a472-4285-a56d-2d3e4a6915e1","Samples": [{"Timestamp": "2023-11-19T12:37:30.0437Z","Value": "Unknown [null]","Unit": "0x10001","Status": 20}]}]} (retCode = 0) In Building Advisor Portal, check the BMS System Identifier to ensure it is the same and update as needed. In this case, d057cfba-9fc0-11e4-a62a-3417ebbed129 needed to be updated to 4ba3db45-0235-7146-981a-c81dc08e39bf

Issue Connection issues come in a variety of flavors, narrowing them down is important to help resolve the issue. One of the causes of connection issues could be general network problems. Product Line EcoStruxure Building Advisor, EcoStruxure Building Operation Environment Building Operation Building Advisor EBO Health Module Building Operation Enterprise Server Building Operation Enterprise Central Building Operation Automation Server Premium Cause There are some steps that can be done to eliminate network issues as the cause of Building Advisor Cloud connectivity problems Resolution For the ES or EC: On the server running the ES/EC, start a WireShark capture then open up the command prompt running as admin and run the following commands. Make sure to note the responses received after each command: ping app.schneider-electric.com ping cnmiothubappstna.blob.core.windows.net ping cnm-ih-na.azure-devices.net curl -X POST https://app.schneider-electric.com/ecostruxure-building-advisor/diagnostics/Initialize -k -v --header "Content-Length: 0" Open the PuTTY application and telnet to the same 3 sites you pinged above over port 443. PuTTY is installed with Device Administrator and can be found in a folder similar to: C:\Program Files (x86)\Schneider Electric EcoStruxure\Building Operation 3.2\Device Administrator\bin If connection is successful, then you will only see PuTTY show blank black screen and it will remain without error pop-up for over 15 seconds. If unsuccessful, PuTTY will pop-up error for time out or network error, like:   PuTTY: Network Error For an AS-P/B: Connect to the server using Device Administrator and select the console option Run the following commands: ping app.schneider-electric.com ping cnmiothubappstna.blob.core.windows.net ping cnm-ih-na.azure-devices.net curl -X POST https://app.schneider-electric.com/ecostruxure-building-advisor/diagnostics/Initialize -k -v --header "Content-Length: 0" Curl response should look like the following (2 screenshots to show all): Command and Response Response (continued)

Issue EcoStruxure Building Advisor does not connect by default to the Automation Server and the request to EWS returns a HTTP 401 error Product Line EcoStruxure Building Operation Environment Building Operation SmartX Server EcoStruxure Building Advisor Cause Required configuration in EBO to enable EcoStruxure Building Advisor Resolution An EBO connection to EcoStruxure Building Advisor requires MD5 authentication to be enabled, disabling it in EBO will result in EcoStruxure Building Advisor being unable to connect. The “Allow authentication with MD5 hash” can be enabled under the EBO Security manager. During the TLS handshake process, both the EcoStruXure Building Analytics Data Transfer Service (DTS) and EBO negotiate to use Sha384 encryption regardless of whether MD5 is enabled/disabled in EBO. With MD5 enabled, the use of Sha384 encryption works as expected. With MD5 disabled, the use of Sha384 encryption does not work and the request to EWS returns a HTTP 401 error. MD5 is disabled by default in EBO v2.0 and later.