> For the complete documentation index, see [llms.txt](https://docs.myrspoven.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.myrspoven.com/troubleshooting/overview.md).

# 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**](/faq.md) — 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**](/troubleshooting/common-issues.md) — 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

{% stepper %}
{% step %}

## 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.
{% endstep %}

{% step %}

## 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](/integrations/overview/energy-data.md) if values look stale.
{% endstep %}

{% step %}

## 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.
{% endstep %}

{% step %}

## 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.
{% endstep %}
{% endstepper %}

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 <support@myrspoven.com>.

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.


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