Interface desn't load

[mchambre]

Hello,

I am a PME integrator, and I am new to Energy Hub.

While following the tutorial to set up Energy Hub with my PAS600, I am trying to connect on the website Energy Hub .

Randomly, some parts of the interface load, or most of the time, nothing loads at all. Not very convenient ...

Only one time, the button to create an organization appeared, but once I clicked on it, nothing happened.

My internet connection is good.

Do you guys have any clue about this issue ?

Kind regards,

Marc - ISII-TECH

[EduardoFainblum]

Please contact technical support, and our experts will help you

[mchambre]

@EduardoFainblum,

Is there a phone number that I can call for assistance ?

[EduardoFainblum]

Hi Marc, The phone will depend on which country or region you are. Follow this link and you will find a phone and a way to submit a form requesting support.

https://www.se.com/ww/en/work/support/country-selector/contact-us.jsp

[Sam-HansenElectric]

I had the same problem, still waiting for tech support to contact me, from 26/5/25.

[YonKhoerul]

Hi @EduardoFainblum , same issue. any update until now?

[mchambre]

@YonKhoerul @Sam-HansenElectric ,

I sent a ticket to the L3 support.

I keep you updated as soon as I get a solution !

Kind regards,

Marc - ISII-TECH

[EduardoFainblum]

HI Marc,

I'm sorry for the delay in responding. I was out of the office.

Do you still see the issue?  If yes, please share the support ticket number and I'll follow up.

Thanks

[mchambre]

Hi @EduardoFainblum,

I had a call with someone from the support.

The only solution he gave me is the following :

- He invited me in a Schneider lab EEH

- As I accepted, my se account entered in EEH database

- The interface was "unlocked" and was fully functionnal

- I was finally able to create my own organizations.

→ It seems that the interface stays buggy and unstable as long as you have not belonged once to an organization..

I don't really like the fact that he bypassed the buggy interface instead of asking for fixing it...

Moreover, I'm not the only one inthis case !

If there's anything you can do to transfer the problem to EEH dev, please do 😉

@YonKhoerul, @Sam-HansenElectric,

For now, I can create a blank organization, invite you so that your interface is unlocked !

[YonKhoerul]

Dear @mchambre @EduardoFainblum 

Thanks for the update, but for now everything is back to being invisible on the page, I have logged in using Schneider SSO but it is still blank, is there an access request to open EEH access?

[Thierry_Baudard]

Hello,

This bug is known and must be fixed in a next version (I will inform in this post when solved)

The workaround solution is currently:

 -  to create support ticket (as mentioned in Eduardo post above )

 - then we will apply teh procedure mentioned  in MChambre post above 

[EduardoFainblum · Accepted solution]

FYI The fix is planned to be available by middle of next week. Thanks for your patience and understanding

[WestwoodsAutomation]

Hi guys 

Just letting you know that we have been experiencing this issue very recently. Sometimes Energy. Hub doesn't load at all. I have had to try refreshing the page a multitude of times to just get something to show. Thinking it was a cache issue, tried incognito, that worked for short period but then caused an issue again. Was the planned fix mentioned above actioned?

[mchambre]

Hello @WestwoodsAutomation,

As far as I know, the bug I was encountering should be fixed now.

You can open a case to report your issue !

Schneider assistance

Regards,

Marc - ISII-TECH