Hi @Anonymous,
The problem can occur when you do not have the latest version of the software.
Here a link to the latest version: https://insight360.autodesk.com/oneenergy/Landing/Download
I hope it works for you if you have any questions please let me know.
If my post answers your question, please click the "Accept as Solution" button. This helps everyone find answers more quickly!
Best regards,
Michiel Peperkamp
Cadac Group AEC
Cadac Group
Platinum Partner