Articles in this section

See more

Troubleshooting: HG Companion

Avatar
HomeGauge Product Team
  • Updated
Follow

Topics in this Article

Failed to send report to cloud Write error: ssl=0x81e51ac0: I/O error during system all, Broken pipe

If you receive the above message while trying to upload your report to the cloud it means your report is too large to be transferred via cloud.

Note: The transfer limit is set to 300 MB. This is to prevent timeouts during the cloud transfer process. There is currently no way to increase this limit. To be able to take more pictures we recommend changing your camera settings to adjust the picture resolution to around 1280x720 (16:9, .92MP).

You can check the size of your report on companion by going to Menu > More > Report Size. 

To transfer the report follow the article instructions for manually transferring a report based on your device: Android or iOS.

Companion Trial is About to Expire

If you receive a message that your Companion trial is about to expire, chances are the device just needs to be activated. This can happen if you've changed devices or have not activated the device on all of your computers. Follow the steps in this article to activate.

HG Companion is Crashing When I Edit a Comment (version 5.1.9.2)

You can find the Companion version in Menu > About.

There is a known issue with Samsung, Motorola, LG and other Android devices running the newest version of Android (version 7.0 / Nougat) experiencing a crash when editing a comment using the default keyboard while spell check is enabled.

The easiest solution is to update your HG Companion to the latest version which fixes this bug. Simply navigate to the Play Store and search for HomeGauge Companion and choose update. If you've manually installed the old version, you may need to first uninstall that version and then download it from the Play Store.

Alternatively (not recommended, these steps only work for some users) to prevent the Companion Application from crashing when editing a comment or performing spell check, follow the steps below.

Disable your Default Keyboard's Spell-Check

  1. To disable the spell check, first go to your device Settings.
  2. Scroll down to Language and input.
  3. Tap Virtual keyboard.
  4. Tap the name of your device's keyboard.
  5. Under the "Smart Typing" options, toggle the Auto check spelling off.

Install a Different Keyboard Application 

  1. Go to the Google Play Store.
  2. Search for a third party keyboard application. We recommend SwiftKey but other Third Party keyboard apps may work as well. The instructions below are specifically for SwiftKey and may vary between apps.
  3. Install SwiftKey. When it is finished installing, click Open.
  4. On Step 1, click Enable SwiftKey. On this screen activate SwiftKey by clicking the toggle next to it in your list of keyboards.
  5. On Step 2, tap Select SwiftKey. Choose the option titled SwiftKey Keyboard.
  6. On Step 3, tap Get Better Permissions. This is optional, you can complete this step or tap "Not now" in the bottom left corner.
  7. SwiftKey will also prompt you for permission to view and send SMS. This is also optional, but helps improve prediction if you like.

Note: For other keyboard apps, once installed go to Settings -> Language and input -> Virtual keyboard -> Manage keyboards to enable or disable the keyboard.

Fully Disable the Samsung Keyboard

  1. Go to your device Settings.
  2. Go to Language and Input.
  3. Select Virtual Keyboards.
  4. Select Manage Keyboards.
  5. Tap the toggle to turn Samsung Keyboard off.

Note: If you cannot tap the Samsung Keyboard's toggle, you may need to first disable then re-enable SwiftKey from this menu to get the Samsung Keyboard's toggle to become clickable. Certain tablets do not allow for the Samsung Keyboard to be disabled. In this case, you will need to update your HG Companion version.

Related articles

Comments

0 comments

Please sign in to leave a comment.