Frequently asked questions and messages

Manual — Assets · chapter 13 of 13

The table explains the messages that may appear when working with assets. The most common questions come right after.

Message	Where	Why	What to do
Name is required	New asset (web)	the Name field is empty	fill in the Name
The asset name is required.	New asset (app)	the Name field is empty	fill in the Name
No permission to create this asset type.	New asset (web)	the profile does not have Create on the type’s right	ask the administrator to adjust the profile
This asset belongs to another site. Read-only view.	record	the site selected in the header is not the asset’s site	select the asset’s site in the header
Error loading asset	record	the asset was deleted or belongs to a site you do not reach (address opened directly)	check the address; ask for access to the site, if applicable
Photo must be 4MB max	asset photo (web)	image too large	reduce the image and upload it again
Calibration date and next date are required	calibration	one of the dates is missing	fill in both
The next calibration field must be a date after calibration date.	new calibration	the Next Calibration is not after the Calibration Date	correct the Next Calibration
The calibration was saved, but the certificate upload failed. Try attaching it from the list.	calibration	the certificate did not upload (PDF only, up to 20 MB)	use Attach PDF in the history row
Cannot link asset to itself	linked component	the asset chosen is the asset itself	choose another asset
For a replacement, enter the new component’s name.	component replacement (app)	replacement without the new one’s name (on the web the Record button stays disabled)	fill in the new one’s name
Enter a value	new reading (web)	reading without a value	type the value
⚠ Anomaly detected: … — Ticket #N created	new reading	the reading left the range; the metric has Open ticket on anomaly	it is not an error: the reading was saved; handle the ticket
Minimum 2 readings for chart	Metering › Charts	the metric has fewer than 2 readings	record more readings
Nothing new: this pack’s metrics are already on the asset.	Apply pack (app)	all the pack’s metrics already exist on the asset	nothing to do
No metric pack on the device. Sync from the home screen.	Apply pack (app)	the packs have not come down yet	sync and try again
Fill in start and end dates / End must be after start	new reservation	dates missing or reversed	correct the period
Já existe uma reserva para este item no período.	new reservation (message in Portuguese)	another reservation of the same asset overlaps	choose another period
O novo período conflita com outra reserva.	edit reservation (message in Portuguese)	same, when changing	choose another period
This item already has an asset management record.	Asset Management	the record was created by someone else or in another tab	reload the record and use Edit
Enter at least one e-mail.	label batch	Send to is empty	enter one or more e-mails
The filter has N assets and the label batch accepts 200 at a time. …	label batch	more than 200 assets in the filter	generate in parts, refining the filter
Assets not found or outside your access: …	label batch	some asset was deleted or is not in your site	redo the selection
Asset not found	public QR page	the asset was deleted, or the address is wrong	check the label; reprint it if the asset changed
Connection error. Check your internet connection and try again.	public QR page	the phone has no internet	try again with signal
Asset not synced	QR Code (app)	the asset is not on the device	Open anyway or sync and scan again
This is not an asset label.	QR Code (app)	the QR scanned is not an H2O asset	scan the asset label
Choose a printer or type the IP.	label (app)	no printer chosen	Find printer or type the IP
No printer answered on the network. Turn the printer on or type the IP.	label (app)	the search found no printer	turn the printer on in the same network or type the IP
This device can’t print labels — use the tablet or the iPhone.	label (desktop)	the desktop does not print on Brother	use Save PNG or print from the tablet/iPhone
No criticality matrix applies to this asset company.	Criticality assessment card	the asset’s company has no matrix of its own and inherits none from the root	create the matrix under Configuration › Criticality matrix (chapter 3)
N criterion(s) unanswered: applies anyway and stays as “Re-evaluate”.	Criticality assessment card	an option of a criterion was not chosen	answer every criterion and apply again
Ranges do not cover 0 to 100%: a result outside them writes no Criticality.	Criticality matrix	there is a % interval without a range	adjust From % and To % of the ranges
Matrix saved. If you changed weights, points or ranges, use “Recalculate assets”.	Criticality matrix	it is not an error: the matrix was saved	click Recalculate assets to reapply it to the evaluated assets
Insufficient data	Statistics, reliability report and app	fewer than 2 failures (MTBF/MTTF), no resolved failure (MTTR) or fewer than 30 days / no ticket (availability)	it is not an error: hover to see the reason; the number appears when there is a base
Name is required. / Site is required.	import review	the row has no Name or no Site (and there is no active site)	fill in the cell on screen
Site “…” was not found. / Location (path) “…” was not found.	import review	the name does not exist in your scope (or the location does not exist and “create what does not exist” is off)	click the cell and choose a value from the list
Installation date must be a date dd/mm/yyyy or yyyy-mm-dd (got “…”).	import review	invalid date (31/02/2025, for example)	fix the cell
TAG / Inventory number repeats row N of this spreadsheet.	import review	the same TAG appears twice in the file	leave one row per TAG
TAG / Inventory number “…” is already in use in a site outside your scope.	import review	the TAG belongs to an asset of a site you do not reach	change the TAG or ask for access to the site
“All or nothing” is on: fix the errors or turn the option off under Advanced.	import review	there are rows with errors and the option prevents a partial import	fix the rows or turn All or nothing off
This import has already been committed.	import review	the import opened from the history has already been saved	nothing to do; to import again, upload another spreadsheet
A location with linked assets cannot be deleted (N): Family (n)…	Locations › Delete	there are assets pointing to the location	move or delete the assets first (Locations and calendars manual)
You do not have permission for this action	any screen	the profile does not have the required level (chapter 1)	ask the administrator to adjust the profile

Frequently asked questions

• I do not see a type in the Assets section of the menu. Each type appears for whoever has Read on its right. Ask the administrator to switch on Read on the type’s right in your profile (chapter 1).
• Why can I not edit this asset? Either the profile does not have Edit on the type’s right, or the site selected in the header is not the asset’s site (yellow “read-only” bar). Select the asset’s site.
• Are Status and Usage status the same thing? No. Status is the registration status of any asset (company list). Usage status is the use of the PPE (Available, In use, Maintenance, Discarded), updated by the delivery and return in SST.
• What is the difference between an asset and a component? An asset has a record, list, label and QR. A component is the part tracked inside an asset, only to forecast and record its replacement (chapter 5).
• The calibration is “Expiring” and nobody received an e-mail. These are separate things: the Expiring status starts at the days of the asset’s Alert (days before) field; the e-mail is sent on fixed days — 30, 15, 7, 1 day before and on the day — to the asset’s technician and technical group and to the administrators. Check that the asset has a technician or group and that the rule “Ativo: vencimento próximo (validade, inspeção, calibração, seguro, CA)” is active in System › Notifications.
• Which asset expiry dates generate an e-mail? The next calibration (Tools and Metering), the Warranty Expiry of Tools, the Expiry date and the Next inspection of Fire Protection, the Next Inspection of Elevators, the Insurance expiry of Vehicles and the CA Expiry of PPE — all through the “Ativo: vencimento próximo” rule, at 30, 15, 7, 1 day before and on the day.
• Does the Asset Management warranty warn when it is about to expire? No. It appears in blue or red on the tab and in the Active warranty filter of Finance › Asset Management, but it does not send an e-mail.
• I do not receive component replacement alerts. The rules “Componente: troca a vencer” and “Componente: troca vencida” come switched off and without recipients. Switch them on and add recipients in System › Notifications (step by step in chapter 5). Components that were already due soon or overdue are alerted at the next run of the daily routine.
• How do I generate labels for several assets at once? In the type’s list, tick the assets (or Select the N in this filter, up to 200), click Generate labels, configure and send by e-mail: a link to the A4 PDF arrives, valid for 30 days.
• I printed the GG label and it did not come out at A4 size. From the record (Print or Download PNG), the GG comes out at 15.7 × 22.3 cm. For the full A4 sheet, generate the GG in a batch, from the list.
• Can a visitor open a ticket from the QR? Yes, without logging in: just an e-mail and a description (photos optional). The ticket is corrective, is linked to the asset, goes to the asset’s technician and technical group (if any) and the e-mail typed receives the updates.
• The ticket opened from the QR has no technician. The asset has neither Technician nor Technical Group in its registration (and no ticket rule assigned it). Fill in these fields on the asset; the next tickets will be assigned from the start.
• Does the QR work without internet? In the app, yes: the scan looks for the asset on the device. The public page (phone camera, without the app) needs internet.
• The PPE lifespan is counting from the wrong date. It counts from Manufacturing, which starts out equal to the registration date. Open the record, click Edit and enter the real date in Manufacturing (General Data card); without Lifespan (months), the column shows “—”.
• Where do I record the calibration of a meter (Metering type)? Metering has no Calibrations tab: the dates (Last Calibration, Next Calibration, Calibration Interval (months)) are registration fields. The Next Calibration generates the e-mail alert.
• I deleted an asset by mistake. Deletion sends the asset to the trash — the record is kept —, but no H2O screen restores it. Ask support to restore it, through the Support button in the user menu.
• Can I export the asset list? Yes: the list’s own Export icon generates Excel or PDF of the current page or of everything the filter found — with the Installation column, if it is turned on.
• Where does the Installation date of the old assets come from? When the field was created (October 2026), the existing assets received the registration day as installation. Open the record, click Edit and enter the real date in the General Data card — it is the base date of the indicators (chapters 3 and 9).
• Why does the MTBF (or the availability) show “Insufficient data”? Because the base cannot support the number yet: MTBF and MTTF need at least 2 failures (corrective tickets) since installation; MTTR needs one resolved failure; availability needs 30 days since installation and at least one ticket. Hover the badge to see the reason and the calculated value. A freshly installed asset with 100% availability is not “excellent” — it is too early to tell.
• The MTBF changed by itself after the update. The rule of the indicators became a single one (chapter 9): a failure is only a corrective ticket (Corrective, Scheduled Corrective or Emergency Corrective), everything counts from the Installation date, the downtimes recorded in the ticket replace the ticket window and cancelled tickets stay out. The same numbers appear in the Statistics tab, in the reliability report and in the app.
• Where do I fill in the capacity (TR, kVA, flow rate) of the equipment? On the record, in the Capacity and Refrigeration sections of the additional fields — web only (HVAC, Generator Sets, Electrical and Hydraulics; UPS, Elevators and Fire Fighting already had them). Decimals accept a comma.
• The asset criticality changed without anyone editing it. Someone applied (or recalculated) the Criticality matrix: the Criticality assessment card of the record shows who and when. If you prefer another value, choose it by hand — the card becomes Edited by hand and the bulk recalculation no longer touches that asset.
• How do I register hundreds of assets at once? By spreadsheet, under System › Import (chapter 12): download the family template, fill it in from row 3, upload and fix the errors on screen before importing. The TAG prevents duplicates: a row that matches an existing asset updates only the filled columns.
• I cannot delete a location that has assets. It is on purpose: since October 2026 H2O refuses to delete a location with linked assets and says how many there are, per family. Move the assets to another location (or delete them) and try again.