Troubleshooting: Dashboard

Topics in this Article

Error in HomeGauge Dashboard: Email is Already in Use

If the Dashboard says the new/corrected email is already in use, that means the customer already has a HomeGauge account with that email address.

  1. Open the report in your HomeGauge software.
  2. Change the customer email, then click Create HG Username.
  3. Leave the box blank and click OK. HomeGauge will match the email with the correct account.
  4. Do one of the following:
    • Re-upload the corrected report and send out the email notification.

OR

    • Add the correct username to the report on your dashboard and remove the old one (click here).

Uploaded Report Goes to Wrong Address or Section in Dashboard

If you are trying to create a Sample Report, follow the troubleshooting steps in this article (click here). Otherwise, continue.

This issue is caused by downloading an appointment into the software, then opening that appointment and writing a report for a different address. HomeGauge is putting the correct and incorrect reports together because they both started from the same appointment.

Warning!
This problem has different solutions depending on which version of HomeGauge you are using. Find your version by opening HomeGauge software and clicking Help > About HomeGauge.

For Version 5.2

  1. Remove the bad report from your Dashboard.
    1. Log into your HomeGauge Dashboard.
    2. Find the report or document and click Manage > Delete.
  2. Download the original appointment in your software by clicking HG Services > Download Online Appointments.
  3. Click Open and open the downloaded appointment.
  4. Follow the instructions for merging two reports in this article to merge the downloaded appointment with the (click here).
  5. When done, upload the new report and it should go to the correct online Appointment.

For Version 5.1 and Lower

Please call HomeGauge Support for support with this issue at 828-254-2030 option 1.

CRL Numbering Doesn't Match Report Numbering

Description

Inspection item numbering in the CRL list doesn't match the numbers for the report. For example, Item 2.2 Windows on the report shows as item 1.2 in the CRL.

Solution

This solution works for all reports going forward, not the current report.

  1. In the HomeGauge software, from the top-level menu click Template > Options.
  2. Check the box labeled "Renumber Sections/Items when Excluding".
  3. Click OK.

Explanation

The problem happens because having the option off causes HomeGauge software and the CRL system to each count the items differently. The CRL system ignores the numbering from the report and does it's numbering on its own - ignoring excluded items.

In this example, the 3rd item, Garage, has been excluded from the report.

 ComponentReport NumberingCRL Numbering
Roofing 1 1
Exteriors 2 2

Garage

Excluded

X

Not shown on CRL

Interiors

4

3

With the option turned on, the problem is corrected, because the report numbering changes to match the CRL numbering.

 ComponentReport NumberingCRL Numbering
Roofing 1 1
Exteriors 2 2

Garage

Excluded

X

Not shown on CRL

Interiors

3

3

Appointment Services Price Total is Wrong

Description

Services have been added to an appointment, but the total is showing $0.00 or an incorrect price.

Solution

Add any inspection service to the appointment, then immediately remove it. This forces the system to recalculate the total, which should now be correct.

Company Logo Uploads Black or Blank

Solution

If the file being uploaded is a JPG, change it to a GIF format and try uploading again.

  1. Open the file in MS Paint. Click File > Save As.
  2. Change the file type to .gif and click Save.
  3. Upload the file again.

If these steps fail, call HomeGauge Support at 828-254-2030.

Company Logo Uploads Fuzzy or Pixelated

Solution

Check the file being uploaded. Open it and see if it's fuzzy. If it's already fuzzy, try to upload a sharper image.

If the image being uploaded is clear, but the result is still fuzzy, call HomeGauge Support at 828-254-2030.

  • 164
  • 14-Nov-2017
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