Skip to main content

Frequently asked questions

Short answers to common questions about Aida Platform and Controllers. For deeper topics, follow the linked guides.

Platform and controller​

Do I install Aida Platform on my own servers?​

No. Aida Platform is a hosted web app you use in a browser. On-site hardware runs the Aida Controller, which you provision and license from the platform.

See Welcome and Architecture.

What does the platform do vs the controller?​

LayerOwns
PlatformSites, buildings (scope), controllers inventory, licenses, remote access, facility snapshots, Assistant, Agents
ControllerLive facility model, commissioning, schedules, device control, local modules

The platform is not a second facility editor. Edit floors, zones, and devices on the controller (locally or via Remote from the platform).

Why is Facility empty or out of date?​

Facility in the platform is a synced snapshot from the controller. Open Facility, select the site and controller, then Refresh facility. Confirm the controller is online and licensed.

See Facility.

Account and sign-in​

I signed up but cannot see any sites​

Someone with account manager, sales manager, or admin access must create a site or invite you. Regular users join by invite.

See Create an account and Quick start.

What are the password requirements?​

New and changed passwords must be at least 12 characters. Use Settings to change your password after sign-in.

How does MFA work?​

Optional multi-factor authentication (email one-time code) may be required by role or policy. When challenged at sign-in, enter the code from email. You can manage MFA from Settings when your account allows it.

Can I use SSO?​

Yes, if your organization has enterprise SSO configured. On the login page choose Sign in with your organization and enter your work email.

Licensing​

Is there a free tier?​

No. Controllers are licensed as Trial, Basic, or Pro. When a term ends, gated features stop until you renew.

See Licensing.

Who can apply or renew a license?​

Typically account managers, sales managers, and admins. Site operators see status chips but do not apply packages.

The controller is offline — does the license still work?​

Yes through the current term. Connectivity is needed to deliver or refresh the license blob. Air-gapped sites can paste or upload the blob on the controller’s License Expired page.

Support​

How do I get help in the product?​

  1. Search this documentation (site search or ask the Assistant).
  2. Open Support in the platform to create a ticket for your account team.
  3. For commercial renewals, contact sales@aida-platform.com or visit aida-platform.com.

Critical outages should be filed as Critical severity so your account manager is notified promptly.

Will I get email when my ticket changes?​

Only if you turn on Support & development email under Settings → Preferences (off by default). Critical (SEV-1) tickets always notify the portfolio account manager.

Controllers and install​

How do I add a new controller to a site?​

Use Provision install on the site’s Controllers tab, then run the install command on the appliance. Or assign an already-discovered controller from inventory when your role allows it.

See Quick start and Controller install.

How do I open remote access to a controller?​

From the platform, open the controller and use Remote (role-dependent). That session talks to the on-site controller UI; it does not move facility editing into the platform itself.

Assistant and agents​

Why don’t I see the Assistant or Agents?​

Those capabilities are part of Pro (and Trial-as-Pro). Basic focuses on core control. Confirm the controller license tier and your role permissions.

See AI Assistant, AI Agents, and Licensing.

Can the Assistant change my building for me?​

The Assistant can answer questions and request allowed actions. Live facility edits and device control still go through the controller and your role’s permissions. Confirm sensitive actions before applying.

Still stuck?​