Use symptoms, timestamps and data requirements to investigate a problem.
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Begin with the selected account, site, device and period. These four choices explain many apparently missing or inconsistent values without changing any data.
| Symptom | First checks | Next step |
|---|---|---|
| Site missing | Account, search and status filters | Check membership and site links |
| Device missing from tree | Selected parent and supplied hierarchy | Review the device structure with an administrator |
| Specific production is blank | DC capacity, today's energy, beginning-of-day reading | Read the indicator's missing-data explanation |
| PR blank or implausible | Capacity, irradiation, paired interval coverage, counter quality | Compare energy with measured power |
| Battery SoC missing | Selected device, SoC source, measurement time | Check telemetry and device properties |
| Battery value unchanged after changing month | Latest-reading panel versus historical totals | Inspect historical charts for the chosen period |
| Short chart in a long range | Displayed dates, zoom and actual source history | Reset zoom and retry the failed section |
| No rights to manage | Account membership and operation-specific permission | Ask an account administrator to correct access |
| Report chart empty | Component source selection, period and readings | Configure the series and preview again |
| Users fail to load | Directory error and account permissions | Retry; do not recreate the whole user list |
A dash means no usable value is available. A measured zero is a value. Partial-data messages, timestamps and coverage tell you whether a displayed sum represents a complete interval. Old values retained after a failed refresh keep their original timestamps.
When investigating a value, check the selected device, its unit and its measurement timestamp. Fictional demonstration data.
Check units and source type first: interval energy and cumulative meter readings need different treatment. Compare a suspicious jump against the measured power over the same interval. Do not change capacity or theoretical production to hide a counter error. Preserve the period and the affected device for investigation.
Include the site URL, selected child device, exact period, time zone, time of the problem and the displayed error reference. A screenshot of the affected section helps. State whether retrying changed the result and whether other sites in the same account work. Avoid sending passwords or session tokens.
Use the configured support details in the portal's help center. This keeps the request connected to the organization responsible for your account.