Issue A customer cannot upgrade or apply an existing EcoStruxure Building Operation (EBO) 6.x license to a system that has already been created and is running on EBO 7.x using Software Companion. The system is currently operating with an engineering license, and the customer wants to convert or reuse the existing EBO 6.x license for permanent use. Product Line EcoStruxure Building Operation, Software Companion Environment System created directly in EBO 7.x using Software Companion EBO 7 engineering license assigned to the system Existing, unused, or previously purchased EBO 6.x license Cause An EBO 6.x upgrade license cannot be applied to a system that already has an EBO 7 engineering license assigned. Creating a system directly in EBO 7 using Software Companion prevents the use of the EBO 6 upgrade paths, which are required for license reuse or upgrade. Resolution To use an existing EBO 6.x license for upgrading to EBO 7, the current system configuration must be reset and reconfigured. Follow these steps: If the engineering license has been activated on-site, return or deactivate it before proceeding. In Software Companion, navigate to the system and delete the assigned EBO 7 engineering license. Contact support to have the original project and system removed from Software Companion. Once the system is removed, perform the upgrade using the existing EBO 6.x license through the official upgrade workflow as described here Create or configure the system following the proper upgrade path to ensure license compatibility. Note: Direct upgrade or reassignment of an EBO 6.x license to an already configured EBO 7 system is not supported. The system must follow the correct upgrade process from the beginning.

Issue When attempting to edit or modify a subscription license in a project, the following message appears I Do Not Have Permission to Modify a Subscription License This error typically occurs when the person attempting to change the license is not the original creator of that subscription license. Product Line EcoStruxure Building Operation, Software Companion Environment Software Companion  MySchneider Cause Subscription licenses in Software Companion are permission‑restricted. Only the user who originally generated the subscription license has modification rights. If you did not create the license, your access to modify it is limited. Resolution 1. Identify the License Creator To determine who created the subscription license: Open System History (refer to Search History in Software Companion help). Go to the General tab. Under User, locate the name and email address of the original license creator. This allows you to contact the appropriate person. 2. Request a License Transfer Once the creator is identified: Ask the original creator to transfer ownership of the subscription license. Reference documentation for the transfer process: Software Companion FAQ mySchneider – Welcome to Software Management Experience How can a subscription be transferred?

Issue How to transfer a software license subscription in mySchneider from one user to another. Product Line EcoStruxure Building Operation, Software Companion Environment Software Companion mySchneider Cause When roles or responsibilities change, the software license subscription may need to be reassigned. Users often need clarification on how to correctly transfer subscription ownership within mySchneider. Resolution To transfer a software license subscription, the current subscription owner must perform the following steps: 1. Log into mySchneider The original license creator must: Sign in to mySchneider Go to My Subscriptions Select the software license subscription to transfer 2. Start the Transfer Process Inside the subscription details: Open the hamburger menu (☰) Choose Transfer Subscription 3. Enter New Owner Information Provide the email address of the intended new owner of the software license subscription 4. New Owner Confirms Transfer The recipient will receive an email notification After logging into mySchneider, they will see the pending subscription transfer The recipient must accept the transfer request 5. Activation Delay After acceptance, it may take up to 24 hours for the new owner to gain full control of the subscription and make changes in Software Companion.

Issue When creating an Upgrade Project in Software Companion, users may encounter the following error message: "Activation ID already Used"   This prevents the reuse of the specified ACT-ID for generating upgrade licenses. Product Line EcoStruxure Building Operation, Software Companion Environment Software Companion Cause The error occurs when the selected Activation ID (ACT-ID) contains multiple Seats. In such cases, the ACT-ID cannot be reused multiple times until it has first been adjusted by the Software Companion support team to allow reuse on a per‑seat basis. Once the Software Companion support team performs this adjustment, the site receives a 90‑day window to complete all planned upgrades associated with the modified ACT-ID. Resolution Careful planning is essential before requesting an ACT-ID adjustment via the support team. Best Practice Only request adjustment for the number of seats that will actually be upgraded within the next 90 days. Example: If an ACT-ID includes 30 x ES upgrade licenses, but only 3 upgrades are scheduled within the next 90 days: Submit an adjustment request for 3 seats only. The remaining seats can be requested later when additional upgrades are planned. This approach reduces risk, prevents unnecessary time constraints, and ensures smoother upgrade management for the customer. More guidance on generating upgrade licenses can be found in the Software Companion documentation: Generate a Version Upgrade License

Issue Users need clarification on what happens when a Software Companion subscription is expired or approaching expiration. Key questions: What messages appear in EcoStruxure Building Operation (EBO)? Are email notifications sent to customers? Can expiration notices be silenced at the EBO front end? Product Line EcoStruxure Building Operation, Software Companion Environment EcoStruxure Building Operation subscription licenses Cause The License Enforcement and Information page in Webhelp provides limited details regarding Software Companion subscription expiration behavior. Resolution 1. What messages appear at the EBO level? 30 days before expiration: A banner appears in EBO stating: “System license renewal date is approaching. Please renew.” After expiration: The banner changes to: “System license renewal date has passed. Renewal required.” 2. Are email notifications sent? EBO does NOT send email notifications. Software Companion notifications: Up to two designated Renewers per system receive email reminders at: 6 months 3 months 1 month prior to renewal date Within Software Companion: System status color changes as renewal date approaches Red indicates the renewal date has passed 3. Can the expiration notice be silenced in EBO? Users can temporarily hide the banner using the Hide button. Permanent removal requires applying a valid license (subscription renewal).

Issue Users are unable to log in to the Software Companion Portal and receive the message: "Your user profile does not include the correct permissions to access..." Product Line Software Companion EcoStruxture Building Operation Environment Software Companion Portal Cause Recent updates to Software Companion introduced stricter identity and permission validation. The portal now correctly checks for required Access/Identity Level values associated with EcoXpert permissions. If users continue to experience access issues, this indicates a misconfiguration in their Partner360 profile, typically due to one of two conditions: User status set to "Not reviewed" The user is assigned to the correct partner account, but the Primary User has not approved the association. User linked to the wrong partner account The user's profile is associated with an incorrect partner company in Partner360. Resolution 1. User Status: Not Reviewed The user’s association must be approved. Actions The Primary User for the partner account should review and approve the user association in mySchneider. Alternatively, if you have sufficient permissions, the approval can also be completed directly in Partner360. 2. User Registered Under the Wrong Account The user must be reassigned to the correct partner organization. Action Contact your Schneider Electric Representative and request that the user be moved to the correct partner account. Additional Guidance Share the following link with EcoXpert partners for detailed instructions: https://www.se.com/myschneider/content/ww/en/gc/general/ecoxpert-help-center.jsp The page includes: For Individual Users – Steps to verify correct account configuration For Primary Users – Procedures for managing and approving user associations