There are several ways to reset your two-factor authentication (2FA), including a self-service option. Note: The self-service option is not available for Partners at this time.   Self-service to reset two-factor authentication   You can reset two-factor authentication yourself using the email address and mobile phone number you used to create your account. Self-service is available in English only at this time.    Go to https://app.ecostruxureit.com/mfa-reset/ Enter your email address and password. Follow the on-screen instructions. You will receive an email with a reset code. When you get the code, click the next arrow. The system will call you on the phone number you provided.  Enter the code from the email, and proceed to log in once your code has been validated.   Other ways to reset two-factor authentication   You can use your recovery code or ask an Administrator in your organization to reset your authentication.   Use your recovery code   Log in to EcoStruxure IT using the recovery code that you saved and stored when you first signed up.    Ask your EcoStruxure IT Administrator   Ask an Administrator in your organization to reset your 2-factor authentication. The administrator will: Log into the EcoStruxure IT web site. Click Administration > Users tab. Find and click the user requesting the authentication reset. Click Reset 2FA... and then Yes to confirm.   After the administrator resets your 2-factor authentication method, you can log in to set up authentication again.   2FA reset for EcoStruxure IT Administrators only   EcoStruxure IT Administrators in an organization can reset 2FA (two factor authentication) for users who can't log in.   In ITE, go to Settings. Find the user and click Reset 2FA. Click Yes to confirm.

Smartphone   iPhone 6S and newer iOS 15.6 and newer Android 10 and newer   In Android 13 and newer, all apps must ask users for permission before sending notification prompts. Go to Settings > Notifications > App notifications on your mobile device to enable notifications for the EcoStruxure IT app.   Developer mode not supported To maintain security, reliability, and compliance with industry standards, the EcoStruxure IT mobile app does not function on devices with Developer Mode/ Developer options enabled. Developer Mode is a feature designed for advanced users who want to test, modify, or debug apps. While it offers greater control over a device, it can also:   Bypass security protections, making the device more vulnerable to threats. Interfere with app functionality, leading to crashes, unexpected behavior, or performance issues. Compromise sensitive data, increasing the risk of fraud or unauthorized access.   How to Disable Developer Mode If you see a message indicating that the EcoStruxure IT app cannot run due to Developer Mode, you can disable it.   Android Devices   Go to Settings > System > Developer Options / Settings. Search for Developer Options and toggle it Off. Restart your device.   iOS Devices   Go to Settings > Privacy & Security. Scroll to Developer Mode and toggle it Off. Restart your device  

Delayed clearing for frequently repeating device alarms April 2025   Device alarms that reoccur multiple times within a limited timeframe are now bundled into a single alarm. The number times the alarm has occured is displayed.   Delayed clearing for device alarms in IT Expert     Alarm details - Floor preview with alarm overlay March 2025   Get a clear and immediate understanding of where devices with alarms are located in your facility.   Tap Alarms and select an alarm to see the floor preview with the location of the alarm.   Note: Available only for devices that are placed in the floor view in IT Expert. See Modeling in IT Expert       Additional language support March 2025   Turkish language is now supported in the mobile app.     Notification enhancements Oct 2024   Notifications now include the device name and location.   PUE averages and trends July 2024   You can now view yearly averages or monthly trends for PUE for deeper insights into energy efficiency over time.   Historical data: View yearly averages or monthly trends for PUE for deeper insights into energy efficiency over time. Yearly averages: Gain insights into the average PUE for the past three calendar years for trend analysis. Monthly trends: Access up to the past 36 months of data to compare monthly energy trends, accounting for environmental variations. Enhanced energy load information: Breakdown of energy load for cooling, IT, power equipment, and total energy in the selected room. Improved PUE estimation: Uses geographical location for enhanced PUE accuracy. For invalid energy systems or to imprpve your estimate, log in to IT Expert and go to Reports > Assessments > Sustainability assessment to update configurations for more accurate sustainability metrics.   Learn more about the Sustainability assessment in IT Expert     Android support July 2024   The EcoStruxure IT app now supports Android 10 and newer. You will be prompted to update to the latest version to continue to use the app.   Service visits May 2024   Swipe up to see service visit information for devices in your organization. Viewer permission or higher is required. Administrators and Operators can schedule and reschedule service visits for devices with an active service contract.     Android support March 2024   The EcoStruxure IT app now supports Android 8 and newer. You will be prompted to update to the latest version to continue to use the app.   UPS score February 2024   The UPS score is now available in device Properties.   The UPS score represents the overall health of monitored UPS devices. Keeping the score high optimizes maintenance and extends the life of the device.     New filter options December 2023   You can now filter alarms on: Category (Power, Environment, Security, etc.) Alarm severity Device type Model Manufacturer Muted alarms Alarm assigned status In the device overview, you can now filter on the device warranty status.   Asset Advisor customer feedback September 2023   Asset Advisor customers can now provide feedback on completed incidents about the service they received.   Service line information for devices August 2023   Information about your active, future, and past service lines for a device is now available on a new Services tab on the device details page.   Go to Devices, select a device on the Inventory tab and tap Services. Tap the > to see the services included, and the contract name, start date, and end date.   Data is updated weekly from the Schneider Electric database. Contact your partner to manage your services if needed.   There is a new Services tab in IT Expert on the device details page. More...      Home view and Dashboard improvements June 2023   Interactive alarm and incident count tiles replaced text-only data. You can now view alarms assigned to you. Latest Notifications moved to a dedicated view, with a counter for unread notifications on the dashboard. Quick overview of how many devices have critical alarms. Error messages no longer take up the whole screen.   Alarm thresholds included in sensor graph April 2023   Alarm details now show alarm thresholds in graphs (for devices that have thresholds configured in IT Expert). See sensor measurements and threshold zones at a glance, highlighted according to severity and duration of alarms.   To modify thresholds, go to Alarms > Thresholds in the EcoStruxure IT web application.   Device warranty information April 2023   The warranty dates from the Schneider Electric database are automatically shown for Schneider Electric devices. Dates can be modified by Administrator and Editor users if they are not correct.   Introducing EcoStruxure IT mobile app access for partners December 2022   Partners can now: Get an overview of customers' alarms and devices. Spot customers' alarms that need attention and manage them. View customers’ subscription status. Customers can now: Acknowledge alarms and assign them to a partner. See Introducing EcoStruxure IT mobile app access for partners   New in IT Expert IT Expert Administrators can now grant partners Administrator access to their organization. This allows partners to manage their customers’ organizations including: firmware updates, device configuration, creating dashboards, acknowledging alarms, and more. See What's new in IT Expert   Alarm recommendations November 2022   Recommended actions are now included in alarm details for APC NMC devices and some Gutor devices. Available in IT Expert and the EcoStruxure IT mobile app. 1.17.0.6 or newer is required.   Outlet control for switched rack PDU Sept 2022   IT Expert Administrator users can control outlets on monitored APC switched rack PDUs in the EcoStruxure IT mobile app, and in ITE from the Control option of the device details page. An IT Expert subscription is required.  For details, see Outlet control in IT Expert   In the mobile app, select an APC switched rack PDU. Scroll down to view and control the outlets.   7753145303965_360006748957.jpg   Language preference for Asset Advisor reports Aug 2022   You can now select the language used for EcoStruxure Asset Advisor reports. Log in to the mobile app, and go to Settings > Asset Advisor settings > Monthly reports.   Available languages: English Chinese Danish French German Italian Japanese Korean Portuguese Russian Spanish   Custom properties May 2022   IT Expert Administrator or Editor users can define custom properties and add notes in the device details for all monitored devices in the mobile app and on the web. An IT Expert subscription is required.   Tap Devices and select a device. Swipe left on Device details to edit Custom Properties: Warranty Expiration Date Service Due Date Last Service Date Device Note: Enter information important for the device, 255 characters maximum   5092080658717_360006748957.png   Updated device details view March 2022   You can now tap a specific device widget or sensor in the device details view to open a sensor plot in full screen. Active critical and warning alarms and device details are available for devices subscribed to EAA. A new view shows all active critical and warning alarms for rPDUs with outlets, with information about the outlet state and total active outlet output power.    Location filter January 2022   It is now easier to see an overview of your locations throughout the app. You can use the filter to focus on a specific location.   4416292543249_360006748957.gif   Subscription required for full access to the EcoStruxure IT app August 2021   As of this release, push notifications and full access to incidents, alarms, and sensor data in the EcoStruxure IT app are no longer available without an IT Expert or Asset Advisor subscription.   You can contact Schneider Electric to get started with an IT Expert or Asset Advisor subscription from the app.   Incidents are no longer visible to IT Expert subscribers. Alarms are no longer visible to Asset Advisor subscribers.   4406123610129_360006748957.png   4406123627281_360006748957.jpg     The EcoStruxure IT mobile app has a new look! May 2021   Enjoy our new look, fresh design, and new features!   New icon   360019892057_360006748957.png   Fresh design   360020668958_360006748957.png   New menu   Swipe right or tap the menu icon in the upper left to access the new menu. Settings, Help and Support, a place to Give feedback, and Log out are now in this menu.   360020659498_360006748957.png   Settings   The Settings menu now includes Authentication and a new Dark mode option.   360020581617_360006748957.png   Help and Support   This improved option contains: An easy way to contact the Schneider Electric Connected Services Hub for customers who have subscribed devices to EcoStruxure Asset Advisor. Links to the EcoStruxure IT Help Center, Policies on ecostruxureit.com, app About information, and app Licenses information.   Give feedback   Tell us how you like using the app, and what we can do to improve it. We love hearing from you!   360020669038_360006748957.png   Terms and Conditions   The EcoStrxuure IT app terms and conditions were updated in this release.   Alarm acknowledgement January 2021   You can now acknowledge an alarm in either IT Expert or the EcoStruxure IT mobile app to assign yourself or a colleague responsibility for it.   You can add notes on what is being done, and filter the alarm list to easily see who is responsible for certain alarms and alarms that are assigned to you.   See details in Acknowledge alarms in IT Expert Note: Alarm acknowledgement is not available in EcoStruxure IT for Partners at this time.   360015958118_360006748957.png 360016078418_360006748957.jpg

Note: In Android 13 and newer, all apps must ask users for permission before sending notification prompts. Go to Settings > Notifications > App notifications on your mobile device to enable notifications for the EcoStruxure IT app. Swipe left or tap the profile icon to specify whether you want to be notified of new alarms. Check the box in to disable push notifications, or leave unchecked to enable.   APP_on_duty_360016434474.png   There are two types of alarm notifications: A generic alarm notification  Alarms are bundled and sent every five minutes. An instant push notification on critical alarms occurring on devices subscribed to IT Expert When a critical alarm occurs on a device subscribed to Asset Advisor, an incident is automatically created. You can access the incident from the notification or from the Incidents tab in the app.   Status The Alarms tab in the app displays active and cleared alarms, and provides a quick overview of date created, type of alarm, status, and which device the alarm is coming from. Select an alarm to see the device information and active incidents.   Severity Alarms that occur on monitored devices are of critical or warning severity, and are shown in the EcoStruxure IT . Only critical alarms on devices subscribed to IT Expert generate push notifications.   The alarm severity level is defined either: In EcoStruxure IT Expert  Configure alarm thresholds for notifications On the device itself, for example, the Network management Card of a UPS You can change the severity of alarms that occur on devices in IT Expert to have more control over the push notifications you receive. See how

In the EcoStruxure IT app you can see an overview of active and cleared alarms. For devices subscribed to Asset Advisor, you can also see incident status, chat, and history. Alarms that occur on monitored devices are of severity level: critical or warning.   Alarms with both levels will be shown in the EcoStruxure IT app, but only critical alarms on devices subscribed to Asset Advisor will generate push notifications.   The alarm severity level is defined either: On the device itself (e.g. UPS) In the EcoStruxure IT Gateway Status The Alarms tab in the app displays active and cleared alarms and provides a quick overview of creation date, type of alarm, status and which device the alarm is coming from. Select an alarm to access the device information. Tap Incidents to view active and solved incidents for devices subscribed to Asset Advisor. Alarm notification You can select to enable or disable alarm notifications to define if you want to be notified of new alarms.   There are two types of alarm notifications: A generic alarm notification Alarms are bundled and sent every five minutes. An instant push notification for critical alarms on devices subscribed to Asset Advisor When a critical alarm occurs on a subscribed device, it will automatically create an incident. You can access the incident from the notification or tap Incidents in the app.

Icons in the EcoStruxure IT app for critical and warning alarms; favorite sensors; and new incidents and incidents in progress for Asset Advisor subscribers.   app_critical_icon_360016005094.png  Critical alarms app_warning_icon_360016005094.png  Warning alarms app_normal_operation_icon_360016005094.png  Normal operation app_new_incidents_icon_360016005094.png  New incidents for assets subscribed to Asset Advisor app_in_progress_incidents_icon_360016005094.png  Incidents in progress for assets subscribed to Asset Advisor app_green_crown_360016005094.png  Subscribed to Asset Advisor app_white_crown_360016005094.png  Subscribing to Asset Advisor is recommended for this asset APP_green_star_360016005094.jpg Favorite sensor   Note: EcoStruxure Asset Advisor is available for all monitored assets.

Known issues In Android 13 and newer, all apps must ask users for permission before sending notification prompts. Go to Settings > Notifications > App notifications on your mobile device to enable notifications for the EcoStruxure IT app. Issues fixed Please update the app to the latest version. You can now log in to the EcoStruxure IT mobile app as expected after configuring SSO in IT Expert. The EcoStruxure IT app for iOS version 1.4.43 fixes an issue in a previous version where the app does not function properly if your phone is in a language other than English.  

The on/off duty system helps make sure that notifications and incidents are handled by the right people at the right time. All users should understand the importance of reporting on/off duty status in the app. Administrators can build a contact list for your organization on the EcoStruxure IT website. Log in to your EcoStruxure IT account, and go to the Administration  > Users tab to invite users. Then in the EcoStruxure IT mobile app, users can specify their on/off duty status. Set on duty/off duty status When you're using the app and are on duty, remember to report on duty in your profile in the app so your colleagues and Schneider Electric Service Bureau know you're available. Tap the profile icon on the Home tab, or swipe left to toggle your status. Note: This feature requires that you give location permission to the EcoStruxure IT app, set to Always (iOS) or Allow all the time (Android). Your location is visible only when you are on duty and physically present at one of the sites configured for your organization. APP_on_duty_360016436334.png   When you're working on an incident, you can contact colleagues on duty or a Schneider Electric Service Bureau agent in the built-in team chat. You can share relevant details immediately, and work with the right people to solve any incidents quickly. Equally important, remember to report off duty when you sign out for the day to avoid being disturbed at an inconvenient time. Asset Advisor calls If there is a critical incident on devices subscribed to Asset Advisor, the Schneider Electric Service Bureau will initiate the appropriate action. When necessary, a Schneider Electric Service Bureau agent will call the first available person on duty near the site, based on the call priority settings.  If no one is on duty, the Schneider Electric Service Bureau will call the first person on your prioritized availability list. 

When critical alarms occur on devices subscribed to Asset Advisor, incidents are automatically created. An agent from the Schneider Electric Service Bureau will either call you or chat with you to help you solve the incidents.   You get notified immediately on the EcoStruxure IT app when there is a new incident, or when there is a change to the status of an incident. You can chat with agents from the Schneider Electric Service Bureau on open incidents, follow the progress on incidents pending a solution, and see solved incidents. Incident status The incident life cycle includes these states: new, open, pending, and solved. You can initiate some of these states; you can create a new incident or reopen a solved incident. Once the Service Bureau takes ownership of an incident, its status changes from new to in progress in the EcoStruxure IT app. A solved incident is closed after 4 days. You can reopen the incident in the app within those 4 days. Creating an incident An incident is automatically created on critical alarms on devices subscribed to Asset Advisor. Sometimes you might want to create an incident yourself on a device. You can do this directly from the app at any time on subscribed devices, but this may incur additional cost if a Field Service Rep is required on site.   Devices tab. Tap to select a device; tap the elipsis icon (three dots) in the upper right corner, then tap New incident. In the New Incident view, type a subject and description and save your new incident. Chatting on an incident You can use the built-in team chat on an incident to share relevant details instantly and work with agents from the Schneider Electric Service Bureau and your colleagues on duty to prevent or solve any incidents quickly.   Log in to the EcoStruxure IT app and open the Incidents tab. Tap to select an incident, type a message at the bottom, and tap Send.

You can receive push notifications for critical alarms in the EcoStruxure IT mobile app when you subscribe to IT Expert or Asset Advisor.   Turn on push notifications on your mobile device   Push notifications must be turned on in your mobile app settings to enable push notifications.   In the EcoStruxure IT app, swipe left or tap your profile icon. Make sure the box to Disable push notifications is not checked. Swipe right to dismiss. Swipe right to access the app menu, then tap Settings > Notifications > Daily push. Make sure an option other than No notification is selected.   Otherwise, push notification might not work for several reasons:   You uninstalled and reinstalled the app. Reset your authentication. How to reset two-factor authentication (2FA) You can also ask an administrator in your EcoStruxure IT organization to reset your two factor authentication.  Push is disabled for the EcoStruxure IT app. Check in the app settings on your phone. Your phone is in "Do not disturb" mode.   Use your recovery code to log in   When you registered for EcoStruxure IT, you got a recovery code you can use to log in.   Tap Use the recovery code in the lower right corner. Type in your recovery code. Press the green bar to log in.

IT Expert users can mute a specific alarm or mute all alarms for a device in the EcoStruxure IT app. EcoStruxure IT Expert subscription feature comparison When you mute alarms, you will no longer be notified about those alarms when they occur again. Muted alarms still appear in the Alarms list. This feature is also available in the IT Expert web application. Mute all alarms for a device Tap Devices; tap to select the device, then tap the ellipsis icon (three dots). Tap Mute all alarms. Set the duration for the alarm to be muted and the reason you are muting the alarm. Tap Mute. APP_mute_all_alarms_360023511374.png Mute a specific alarm Tap Alarms; tap to select the alarm, then tap the ellipsis icon (three dots). Tap Mute alarm. Set the duration for the alarm to be muted and the reason you are muting the alarm. Tap Mute. Note: You cannot mute cleared alarms. APP_mute_alarm_360023511374.png

If you have just started using the EcoStruxure IT app, your alarm and device lists may be empty. This is normal. Your devices are being monitored – as long as everything is running smoothly, there’s nothing to show in the app.   Try this: Compare your data with a colleague's app or the Gateway, and check that your settings are correct. If you don't see the number of alarms or devices you expect in the Alarms or Devices screen, tap one or more filter icons to toggle categories. For example, tap two severity icons to enable those two filters. If you don’t see the devices you expect on the Devices screen, check your filter settings (upper left corner). You may have excluded too many device groups.

After you get a new phone, you have to enroll it in EcoStruxure IT and reset your two-factor authentication (2FA).   There are several ways to reset your 2FA, including a self-service option at https://app.ecostruxureit.com/mfa-reset/   See How to reset two-factor authentication (2FA)  

1. Make sure the time on the device is set up to be automatic.   For iOS devices: Settings > General > Date & Time. Enable Set Automatically.   For Android devices: Settings > General management > Date and time. Disable and enable Automatic date and time.   To check that the device time is in sync, open a browser on the phone and go to https://time.is   2. Reset your 2-factor authentication.   There is a self-service option to reset your two-factor authentication at https://app.ecostruxureit.com/mfa-reset/   See How to reset two-factor authentication (2FA)   - OR -   An Administrator in your organization can reset your 2-factor authentication. The administrator will:   1. Log into the EcoStruxure IT web site. 2. Click Administration > Users tab. 3. Find and click the user requesting the authentication reset. 4. Click Reset 2FA... and then Yes to confirm.   After the administrator resets your 2-factor authentication method, you can log in to set up authentication again.

Self-service to reset 2FA There is a self-service option to reset your two-factor authentication at https://app.ecostruxureit.com/mfa-reset/   See How to reset two-factor authentication (2FA)

Updates to the EcoStruxure IT app are available directly in the app.   When the update popup appears, you can select to view the release notes first or update immediately. If you do not update, the update popup will continue to appear whenever you open the app.

Log in to the EcoStruxure IT app. Swipe right or tap the menu icon, and then tap Settings. Tap Notifications. Tap a notification type and select a sound, or select No Notification to turn off the sound (not available on Android 8 and newer).   Configure_EcoStruxure_IT_app_notifications_360016333694.gif