Troubleshooting: Print, Upload, or Share the Report

 Topics in this Article

Pictures/Text Running off Edge of Page

 There are 2 reasons this may happen:

  • There is a very large picture in the report that is affecting the entire printout. Track downand re-size the photo.
    1. Follow the instructions for Using the Edit All Photos Tool at this link (click here).
    2. When you find the very large picture, then reduce the size using the sizing buttons in the upper left.
    3. Continue to look through the pictures and reduce the size as needed.
    4. Preview the report to check the issue is resolved.
  • There is a comment with many spaces at the end. Track down the comment and remove the spaces.
    1. In the toolbar near the top of the window, click Print.
    2. Scroll through the report to find the comment with extra spaces at the end.
    3. Click Cancel at the bottom of the Print Preview window to close it.
    4. Navigate to that comment in the report and remove the extra spaces.
    5. Preview the report to check the issue is resolved.

The Report/Main Body Missing from Report

  • Check that your Print Document Setting includes the Report section. Follow the instructions for Edit an Existing Document Setting at this link (click here).
  • If the problem continues, this is most likely caused by the location of the HomeGauge Data Folder.
    • Apple Mac Users: follow this link (click here).
    • Windows Users: Sometimes this issue is caused by a special character (such as apostrophe) in your Windows User Account name. Move your HomeGauge folder to your C: drive by following the directions at this link (click here). 

Summary Missing from Report

  • Check that your Print Document Setting includes the Summary section. Follow the instructions for Edit an Existing Document Setting at this link (click here).
  • If the problem continues, it's typically caused by an old template imported into a later version of HomeGauge. Try running the HomeGauge 5 installer again. Click this link (click here) and follow the directions for Download and Install HomeGauge Software.

White Space or Blank/Empty Pages Between Inspection Items

  • Remove the page breaks between each section of your report.
    1. Click File > Printing Options.
    2. Click the Misc tab near the top of the window.
    3. Uncheck the box labeled Insert Page Breaks Between Each Section of the Report.
    4. Click OK.
  • Troubleshooting PDF Reports
    • Problem: A blank page after the cover page
      • Solution: reduce the length of your cover page. Re-size the cover page picture, your logo (click here), or edit the cover page in general (click here)
    • Problem: Blank spaces after pictures
      • Itemize your comments and pictures (click here).
      • Re-size all your pictures to be smaller (read Using the Edit All Photos Tool by clicking here)
      • Suggestion: take landscape rather than portrait pictures in the future. If you're using the HomeGauge Companion, this means rotating your mobile device for pictures instead of holding it normally.
      • Suggestion: Don't use more than 2 medium or 3 small sized picture all on one comment. Itemize your comments and pictures (click here).

Uploading: Creating Zip Error or Missing File Error

There are several potential causes for this error.

  • Backup Program Interference
    • Carbonite, Dropbox, OneDrive, or any other cloud backup program can interfere with HomeGauge reading files during upload. Disable the backup program and attempt to upload again.
    • Suggestion: Schedule the backup software to run during your non-working hours.
  • Corrupt or Missing Photo File
    1. Follow the instructions for Using the Edit All Photos Tool at this link (click here).
    2. When a picture fails to show (blank/gray box), click Remove.
    3. Continue to remove any other blank pictures from the report.
    4. Preview the report to check the issue is resolved.
  • PDF Form Issue
    • Cause: on a previous report, the Set Defaults From Current button has been pressed when an image had already been added. Now, the form thinks an image should be included on this report when it has not.
    • Solution
      1. Add a new form to the report (click here for instructions).
      2. Click Remove Picture next to each picture placeholder.
      3. Click Set Defaults from Current.
      4. Continue to fill out this form until it is complete.
      5. Remove any other copies of this form from the report.
  • Report Contains Special Characters
    1. Check the Report ID field for any special characters (the 1/2 symbol, any brackets, any other symbol that is not a regular number, letter, or general punctuation). If you find and remove a special character, try to upload. If not, continue.
    2. Check the Address for the any special characters. If you find and remove a special character, try to upload. If not, continue.
    3. Check each comment, picture label, extra info field, and any other field you can type into for special characters. If no special characters are found, contact HomeGauge Support.

Printing: Colors Do Not Show and Pictures Are All on Left

Warning! This is an advanced operation for experienced computer users. Please feel free to call HomeGauge Support at 828-254-2030 if you feel this step is necessary.

  1. On your computer, search for regedit.exe (on Windows 7, 8, and 10, click the Start button to find a search bar).
  2. Once regedit opens up, on the left column click HKEY_CLASSES_ROOT and then on .css
  3. On the right column double-click Content Type.
  4. In the dialog box change value data to text/css.
  5. Click OK and exit the Registry Editor.

Uploading or Accessing Dashboard: Nothing Happens

This issue has two possible causes.

  • The computer is not connected to the internet. Troubleshoot the internet connection and retry.
  • Internet Explorer's security settings need to be adjusted.
    1. Open Internet Explorer.
    2. Click Tools > Internet Options.
    3. Click the Advanced tab.
    4. Scroll down until you reach the Security heading.
    5. Uncheck the box next to Check for server certificate revocation.
    6. Restart your computer, then try to upload again.

Customer Can't Log In

Customers failing to sign in can have several causes.

  • Problem: Customer entering username and password incorrectly.
    • To eliminate any inconsistencies, have the customer sign in at https://www.homegauge.com/login.html.
    • Have the customer copy and paste the username and password from the notification email or password reset email.
  • Problem: Customer email was entered incorrectly.
    • Solution: Change the customer's email on your Dashboard. Follow the directions at this link (click here). 

Customer Did Not Receive Notification

This problem has many possible causes, only some of which are listed here.

  • Problem: Customer email was entered incorrectly.
    • Solution: Change the customer's email on your Dashboard. Follow the directions at this link (click here). 
  • Problem: The email was marked as spam.
    • Solution: Have the customer look in their spam or junk folders.
  • Problem: Customer's inbox is full.
    • Solution: Have the customer delete some old emails.
  • Problem: Customer deleted notification (it does happen).
    • Solution: Re-send the report notification.
  • If all else fails, you can email them a PDF report (click here for instructions).
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  • 30-Aug-2017
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