Failed to Send Report to Cloud - Broken pipe
If you encounter the error message "Failed to send report to cloud Write error: ssl=0x81e51ac0: I/O error during system call, Broken pipe" while attempting to upload your report to the cloud, it indicates that the report you are trying to transfer is too large for cloud-based uploading.
Please take note of the following details to help resolve this issue:
Transfer Limit and Resolution Setting: The transfer limit for reports via the cloud is set to 600 MB. This restriction is in place to prevent timeouts during the transfer process. It's essential to ensure that your report's size is within this limit. To accommodate more pictures for future reports and avoid the error, we would recommend that you adjust your camera settings. To learn how to change photo size, you can visit iOS Companion: Setup
Checking Report Size: To determine the size of your report:
Navigate to the left three-dot Menu
Select More
Click Report Size. This will provide you with information about the size of your report.
Manual Transfer Instructions: If your report size exceeds the cloud transfer limit, you must transfer the report manually. To learn how to transfer a report, visit this article IOS Companion: Transferring a Report.
Pictures are black
We have received reports from inspectors using iPhone 15 when they take a photo in the app, and it is black. We are currently investigating this issue.
Solution: Enabling the companion to use the default iOS camera without compression. Note this can increase the Report Size, making it difficult to send the report through the cloud if you tend to take a lot of pictures.
Click Menu > General Information
Check Use Larger Photo Size
Updating Apps
Ensuring that HG apps are fully up-to-date rules out many previously addressed issues and bugs.
How to Update Apps on iOS:
Open the App Store.
Tap your profile icon in the top-right corner.
Scroll down to the "Available Updates" section.
Tap "Update All" or update apps individually.
Official Guide: Update apps or use automatic downloads
Managing Password Autofill
Password autofill has been known to cause issues with sign-ins as it can keep an out-of-date password. If you are consistently having issues with logging in on Companion, try turning off the password autofill.
How to Enable or Disable Password Autofill on iPhone:
Open Settings.
Scroll down and tap Passwords.
Tap "Password Options".
Toggle "Autofill Passwords" ON or OFF.
Official Guide: Set up iCloud Keychain
Managing Photo Formats (HEIC)
The IOS Camera defaults to taking photos in HEIC Format. This format is not compatible with the HomeGauge Software. Follow these instructions to configure your IOS device to take compatible photos.
How to Turn Off HEIC on iPhone or iPad
Open the Settings app on your iPhone or iPad.
Scroll down and tap "Camera."
Tap "Formats."
Under the Camera Capture section, select "Most Compatible" instead of "High Efficiency."
Deleting or Uninstalling Apps
Sometimes it may be necessary to remove the Companion app in it's entirety and start over with a fresh install.
How to Delete Apps on iPhone & iPad:
Locate the app on your home screen.
Press and hold the app icon until a menu appears.
Tap "Remove App", then "Delete App" to confirm.
Official Guide: Delete apps on iPhone
To Reinstall:
Open the Apple App Store
Search for HomeGauge Companion
Click Install
Enter your username and password under Menu -> HG Services to be able to retrieve templates or reports from the cloud.