Overview

When something looks wrong — a sensor reads cold, energy data stops flowing, or myCoreAI seems inactive — start here. This chapter collects the questions we encounter most often, the symptom-driven fixes that resolve the majority of cases, and the right way to escalate when they don't.

Where to start

• FAQ — short answers to the questions customers and partners ask most often: how quickly savings appear, what happens if myCoreAI goes offline, who can write setpoints, what data is needed.
• Common issues — symptom-based troubleshooting for the things that go wrong in day-to-day operation. Each entry covers what you see, the likely cause, what to try, and when to escalate.

Before you raise a case

1

Check the sensor and signal level first

Open the sensor map in myPortal and look for sensors flagged outside their recommended range. A single misplaced sensor (direct sun, draft, broken hardware) can impact the whole building's behavior. Go ahead and adjust the sensor's Min/Max-range to match physical reality, extend the range if you wish to enhance savings potential, or disable it if it isn't representative.

2

Confirm data is still flowing

If a sensor, system signal or meter has gone silent, myCoreAI can't act on it. Energy data in particular has its own integration path — see Energy data if values look stale.

3

Confirm myCoreAI is active for the building

myCoreAI can be deactivated for a specific building (intentionally, while a case is open) and the optimizer can deactivate automatically if sensor deviation crosses the building's RMSE threshold. Both are recoverable, but the recovery steps differ — common issues walks through both.

4

Check the BMS connection

If your BMS integration drops, myCoreAI can't read current values or write setpoints. The building keeps running on its own BMS logic in the meantime.

If you've worked through these and the problem persists, raise a support case.

How to raise a support case

Contact your Myrspoven representative through the channel agreed at onboarding or send an email to [e-mail].

In your ticket, please include:

• The building (or buildings) affected.
• A short description of what you're seeing.
• The time window when the issue started — date and approximate time.
• Screenshots or links to the affected myPortal view, if relevant.

If indoor comfort is significantly affected, please say so when you raise the case so we can prioritize accordingly.

What happens next

1. We acknowledge the case and confirm we're investigating.
2. We diagnose the cause — usually a mix of checking the BMS connection, recent setpoint writes, and sensor data quality.
3. We agree on a fix or workaround with you. If the fix needs work on your side (for example, a BMS change), we explain what's required.
4. We close the case once you've confirmed it's resolved.

A note on scope

The pages in this chapter are platform-wide — they apply regardless of which BMS you run. BMS-specific diagnostic procedures (for example, reading process status inside Schneider EBO) live with the integration documentation for that platform.