Troubleshooting

Common issues and how to resolve them.

Login & Authentication

I can’t sign in

Check your credentials. Ensure you’re using the correct email and password. Passwords are case-sensitive.

Reset your password. Click Forgot password on the login page and follow the email instructions.

Account not found. If you’ve never logged in before, ask your admin to confirm your invitation was sent. Check your spam folder for the registration email.

Session expired. If you were logged in and got redirected to the login page, your session has expired. Sign in again. This is normal after periods of inactivity.

I didn’t receive the password reset email

• Check your spam/junk folder.
• Confirm you’re using the email address associated with your account.
• Ask your admin to verify your email is correct in the system.
• If your organization uses email filtering, ask IT to allowlist emails from your Ridgeline instance.

I’m signed in but can’t edit anything

You likely have the Viewer role, which is read-only. Ask your admin to upgrade your role to Analyst or Admin if you need edit access.

See also — FAQ: What are the user roles?

Sites

I can’t advance a site’s status to “Integrated”

The system validates that required data is present before allowing status changes. Check that:

• All turbines have been added with physical specs
• GPS coordinates are set for each turbine
• At least one service agreement is linked
• Major components are registered for each turbine

Open the site detail page and review any validation messages shown below the status control.

My site is stuck in “Pending”

Change the status to In Progress first. The workflow is: Pending → In Progress → Integrated. You cannot skip directly from Pending to Integrated.

See also — User Manual: Creating a Site

GPS coordinates aren’t showing correctly

Ridgeline stores coordinates as geographic points (latitude/longitude in WGS84). Ensure you’re entering:

• Latitude: -90 to 90 (positive = North)
• Longitude: -180 to 180 (positive = East)

Common mistake: swapping latitude and longitude. For US wind sites, latitude is typically 25–50 and longitude is typically -70 to -125 (negative for Western Hemisphere).

Turbines & Components

I added a turbine but it doesn’t appear in the list

• Refresh the page.
• Confirm you added the turbine to the correct site.
• Check that the turbine creation form didn’t show any validation errors that prevented saving.

Component serial numbers are showing as duplicates

Each component serial number must be unique within a turbine. If you’re registering replacement components, use the replacement tracking feature rather than adding a new component with the same type.

DD Campaigns

The “Promote to Master Data” button is grayed out

Promotion requires:

• Campaign status must be Closed – Acquired.
• All component assessments must be complete (no incomplete scores).

Check the campaign detail page for any incomplete assessments.

See also — How-To: Promote DD Findings

Data Quality Scorecard shows low scores

The scorecard evaluates completeness across several dimensions. To improve scores:

1. Ensure all turbines in the campaign have component assessments.
2. Fill in all scoring fields (condition, RUL, replacement probability, risk rating).
3. Add notes and evidence references where available.

Low scores don’t block you from proceeding, but they flag areas where your assessment may be incomplete.

I can’t create assessments for a closed campaign

Closed campaigns are locked for editing to maintain audit integrity. If additional assessment work is needed, create a new campaign.

Risk Register

Risks from DD promotion are missing

• Confirm the campaign was promoted successfully (check the campaign detail page for a promotion confirmation).
• Only assessments with Medium or higher risk ratings generate risk entries. Low-risk assessments are intentionally excluded.
• Refresh the Risk Register page and check your filters. You may have a filter active that hides the new entries.

The Heat Map is empty

The Heat Map only displays risks that have both probability and impact values set. Check that your risk entries have these fields filled in. Risks without scores won’t appear on the matrix.

See also — User Manual: Risk Register

O&M Projections

Auto-generated line items have $0 values

Industry baselines provide default cost estimates. If you see $0 values:

• The projection may not be linked to a site (some baselines scale by turbine count or MW).
• Check that the site has turbine count and capacity data entered.

NPV seems too high or too low

Double-check these inputs:

• Discount rate: The default is 8%. A lower rate increases NPV; a higher rate decreases it.
• Projection years: More years means higher total NPV.
• Escalation rates: High escalation rates on line items compound over the projection period.
• Cost basis: Ensure per-turbine and per-MW items are using the correct site metrics.

Excel export isn’t working

• Make sure you’re on the projection detail page (not the list page).
• Try a different browser if the download doesn’t start.
• Check that your browser isn’t blocking downloads from the Ridgeline domain.

Performance & Display

The page is loading slowly

• Large datasets: Sites with many turbines or campaigns with many assessments may take longer to load. This is normal for large portfolios.
• Browser cache: Clear your browser cache and reload.
• Network: Check your internet connection, especially if Ridgeline is hosted remotely.

Data isn’t updating after I save changes

• Hard-refresh the page (Ctrl+Shift+R / Cmd+Shift+R).
• Check that the save action completed without errors (look for confirmation messages or error banners).
• If changes still don’t appear, try signing out and back in.

Charts or numbers look wrong

• Verify the source data. Projections and risk scores are calculated from the data you’ve entered.
• Check for data entry errors (misplaced decimal points, wrong units).
• If a calculated field seems off, review the inputs that feed into it.

Still Stuck?

If your issue isn’t listed here:

1. Check the FAQ for general questions.
2. Consult the User Manual for detailed feature documentation.
3. Contact your system administrator with:
   • What you were trying to do
   • What happened instead
   • Any error messages you saw
   • Your browser and operating system