How to Troubleshoot Data Uploads?

There are two ways to get data into a Digital Twin: uploading a CSV file, or using Direct import (copy-pasting values into a table). Most upload issues fall into a handful of predictable categories — this guide walks through them by method, so you can fix things yourself before contacting support.

1. Quick checks (apply to both methods)

Before diving into the details below, confirm the basics:

You've selected the correct environment / Digital Twin for this upload.
The datastream name doesn't already exist in this environment (duplicate names can cause conflicts).
You have permission to upload datastreams here. If you're not sure, your workspace admin can confirm your access level.

If all of that checks out, move to the method you're using below.

2. Method 1: CSV file upload

File requirements

Requirement	Detail
File type	`.csv` only — `.xlsx` files are not accepted. Export to CSV first.
Columns	Exactly two: `timestamp` and `value`. Both headers must be present exactly as written — they can't be renamed, reordered, or omitted.
Empty fields	Not allowed. Every row must have both a timestamp and a value.
Delimiter	Semicolon (`;`) — not comma or tab.
Decimal separator	Dot (`.`) — not comma.
Timestamp format	Zulu/UTC format: `YYYY-MM-DDTHH:MM:SS.sssZ` — e.g. `2023-01-31T10:30:22.330Z`.

Common CSV mistakes

Wrong file type — an .xlsx file was uploaded directly instead of exporting to CSV first.
Wrong delimiter — commas or tabs instead of semicolons cause the columns to be misread or the file to fail parsing entirely.
Wrong decimal separator — a comma decimal (e.g. 1,5) gets read as text instead of a number, or misinterpreted as a thousands separator.
Header mismatches — Timestamp instead of timestamp, extra spaces, or a third/renamed column.
Structural issues — merged cells, an extra title row above the headers, or a summary/totals row at the bottom of the file.
Timestamp format issues — timestamps not in Zulu format, or mixed formats within the same column.
Missing or duplicate hour around daylight saving time transitions.
Gaps in the 15-minute sequence — any missing interval within the date range can cause the upload to fail or produce gaps.

3. Method 2: Direct import (copy-paste)

This is the most commonly used method, so it's worth understanding exactly how it works.

How it works

Set the date range — e.g. 1/1/2025 to 31/12/2025.
Choose the time interval — e.g. 15 minutes.
The platform calculates the exact number of expected datapoints for that range and interval (e.g. a full year at 15-minute intervals generates 35,040 rows) and builds a table with timestamp and value columns.
You copy the value column from your own spreadsheet and paste it into the value column of that table.

Why the Upload button stays greyed out

The button only activates once every generated row has a value. This usually comes down to one thing:

The number of values you pasted doesn't match the number of rows the platform generated from your selected date range and interval.

If you paste too few values, rows at the end stay empty. If you paste too many, the extra values either get cut off or shift out of alignment. Either way, the button won't activate until the counts line up exactly.

Fix: Before pasting, count how many datapoints your source data covers, and make sure your selected start date, end date, and interval produce that same number of rows. Adjust one or the other until they match.

Common Direct import mistakes

Pasting too much or too little data relative to the selected timeframe — the most frequent cause of the greyed-out button (see above).
Unit mismatches — e.g. pasting kW values into a field that expects kWh, or kWh into a field expecting MWh. This doesn't just produce slightly wrong numbers — it can shift every value by a factor like 1000, making results dramatically off. Always check which unit the datastream expects before pasting.
Spreadsheet auto-conversion — Excel (or similar tools) can silently reformat numbers before you copy them — for example, converting values into scientific notation or applying an unexpected unit/format change. Check your source cells' raw values before copying, not just how they display.
Blank cells within the pasted range — nulls or gaps interrupt the upload.
Thousand separators in numbers — 1,000 is read as text rather than the number 1000.
Inconsistent decimal separators — mixing . and , within the same paste.

4. Data value checks (applies to both methods)

No blank/empty cells within the data range.
No thousand separators in numeric values (1000, not 1,000).
Decimal separator is consistent throughout — and matches what the method requires (dot for CSV).
Values are in the unit the datastream expects — double-check kW vs. kWh vs. MWh before uploading.

5. Still stuck? Ask support to upload it for you

If you've worked through the checks above and it's still not working, the Tibo Energy support team can upload the datastream on your behalf. This is especially useful if a platform bug is blocking uploads on your end.

To get this resolved as quickly as possible, include the following in your request:

The dataset(s) you want uploaded — attach the CSV file(s) or paste the data directly into the message.
A clear name for each datastream, exactly as you want it to appear in the platform.
The intended time period — start and end date for the data.
The environment/Digital Twin URL where the datastreams should be placed.

Once uploaded, the datastreams will be available in your Digital Twin and ready to link to the relevant assets — typically within one business day, sooner if flagged as urgent.

6. Suspect a platform bug?

If you believe the failure isn't caused by your data or settings, let support know directly. They can confirm whether a known issue is currently affecting uploads and give you an expected resolution timeline.