Error creating the zip file for upload.
Occurs when: while trying to upload a report
Why it happens: Either an attachment is missing (the Desktop software cannot find the file to attach it properly), or there is a missing photo (HomeGauge knows a photo should be present for one or more inspection items, but it cannot find the file.) This can happen if you create a report, assign photos or drawings to your items, and then manually remove the images from the Report folder in Windows Explorer. We suspect it can also happen if you have backup software such as Dropbox or Microsoft OneDrive monitoring your data folder.
Solutions: Though this error is most commonly seen with missing photos, you'll want to rule out missing attachments first.
ZIP Error Missing Attachments
Click Template > All Attachments.
Look for any attachments highlighted in red.
Note them and close this screen
Go to Misc > Attachments
Click the paperclip symbol
Click any missing attachments, then click the red X to remove them.
To replace the attachment, click the orange plus (+) and find the file
Click Save T
Missing Photo/Video
Click Preview and scroll through the report
Look for any empty boxes (missing media)
Note the inspection item number and close the preview
Locate that inspection item, and look for an empty gray box where a photo/video should be.
Left-click inside of the gray area, and select Delete Picture.
Retry the upload
If recovering a lost photo
From the toolbar go to Report > View Photo Locker
Check if the image is still stored there, if so you can drag it directly from the photo locker folder into the report.
If the report was created on Companion, check that version and re-transfer
Error creating PDF file (file location)
Occurs when: generating a PDF preview of a report
Why it happens: An antivirus program has blocked a component of the Desktop software called PrinceXML from generating the PDF.
Solution: Open your antivirus software and navigate to the location where you can add exclusions. You will need to exclude this file: C:\Program Files (x86)\HomeGauge5\appdata\Engine\bin\prince.exe
Every antivirus program is different, and they update frequently making it difficult for us to maintain a comprehensive list of instructions for excluding files. You will want to seek out support from your antivirus software provider directly if you are unable to exclude files.
If your antivirus software allows you to exclude entire folders, we always recommend excluding both your HomeGauge data folder as well as HomeGauge program files located at C:\Program Files (x86)\HomeGauge5.
Error retrieving HG Cloud report data. Error: posted content length of # exceeds limit of #
Occurs when: uploading a report to the cloud
Why it happens: The report exceeds the 200MB Cloud Transfer limit
Solutions:
First, find out what's causing the report to be so large as a full report is usually well under this limit. Click Report > Display Report Data Sizes. A window will appear that lists the size of everything in the report with a total at the bottom. Look at Total Video File Size, Total Photo Size, Total Attachment Size, and Total Photo Locker Size. If any one of these has an unusually large number next to it (such as several hundred MB), that's the culprit.
If Total Video File Size is unusually high, trim or remove videos in your report to lower this total.
If Total Photo Size is unusually high, you may need to remove some photos.
If Total Attachment Size is unusually high, go to Misc > Attachments and remove any unneeded attachments.
If Total Photo Locker Size is very high, you may need to tell HomeGauge not to upload the photo locker. To do this:
Click File > Printing Options
Click the Misc tab.
Uncheck the Upload Photo Locker option at the bottom of this page.
If this does not solve the issue, we have seen rare instances where HomeGauge includes the photo locker even when being instructed not to. To work around this, go to Documents\HomeGauge\Reports and look for the folder matching the report you're uploading. Open it, and look for the folder called photolocker. Move this folder to your desktop (right click it and click cut, then right click a blank area of your desktop and click paste.) Then try uploading again. Move the photolocker folder back to its report folder when done.
Error retrieving HG Services tier data. Error: Username and password must be provided.
Occurs when: uploading a report.
Why it happens: HomeGauge does not have your correct username/password or has the wrong version cached.
Solution: Go to HG Services > Enter HG Inspector Username and re-enter your login information.
Error while attempting to do a network operation. (...)
Full error message: "There was an error while attempting to do a network operation. Please make sure to connect to the Internet first. If you are connected then please also check any possible firewall settings like Norton Internet Security that you may have installed on your computer. Error: The connection with the server was reset."
Occurs when: uploading a report.
Why it happens: There is an issue connecting to the HomeGauge servers
Solution: Make sure that your internet is active and functioning correctly (if you reached this page successfully from the same computer that has the error, it should be.) Next, exclude HomeGauge from any antivirus software you have running.
Every antivirus program is different, and they update frequently making it difficult for us to maintain a comprehensive list of instructions for excluding files. You will want to seek out support from your antivirus software provider directly if you are unable to exclude files.
If your antivirus software allows you to exclude entire folders, we always recommend excluding both your Documents\HomeGauge folder as well as C:\Program Files (x86)\HomeGauge5.
HouseMaster Users:
Why it happens: There is an issue connecting to Housemaster's servers
Solution: HomeGauge is typically unable to address this, and HouseMaster would need to be contacted directly. You may also try excluding HouseMaster from your antivirus.
jwplayer is undefined
Occurs when: uploading or previewing the report.
Why it happens: HomeGauge 5.2 or later is installed, and you are using restored templates and settings from an older version such (5.1 or older.)
Solution: Download and run the HomeGauge installer. You can find this on your Dashboard by clicking Install HG5 on the left-hand menu.
Note: Running this installer will not remove or alter your reports, templates or other files.
Unable to find Format #
When it can happen: When previewing the report
Why it happens: HomeGauge is missing stylesheets needed to generate the report preview correctly. This can happen if the files were manually deleted.
Solution: Download and run the HomeGauge installer from your HomeGauge Dashboard using the Install HG5 link on the left hand menu. Note: None of your existing reports, templates or files will be removed.
Zip error in opening/closing "filepath\\photolocker.zip"
When it can happen: When doing a print preview
Why it happens: The software is looking in the wrong location for the report file and needs to be manually corrected.
Solution: HomeGauge Support will need to modify the print directory of the software in the Windows registry. As this is an advanced troubleshooting step we recommend calling us at 828-254-2030 between 9-5PM EST so that we can connect to your computer with you to resolve the issue.
FAQs
What do I do if the error I'm receiving is not listed here?
If you are seeing an error message that is not listed in this article, reach out to HomeGauge Support using the help widget located at the bottom right of the page.