FREQUENTLY ASKED QUESTIONS (FAQ)

You can! This feature is only available on the desktop though. To change or add a new layout for your site visit, please complete the following steps.

• First, navigate to the site visit that you are working in
• Click the gear icon to the right of the GENERATE REPORT button
• Select Add Layout to add a layout to the site visit, or select Change Layout to change the existing layout for the site visit
• Select the layout you are looking for
• This should automatically update the site visit

The best way to change what is included in your report or deliverable is to set up a report customization template.

The Report Customization feature allows users to have different report templates for different clients. While this article covers our primary forms of report customizations, please note that we also offer complete branding (white label) customization for enterprise users or as an added one-time fee.

Let’s go over how to set up a customized template.

• First, navigate to the REPORTS tab.
• Then select the Report Customizations gear icon.
  • Similar to your TEMPLATES tab, this is where all your report customizations are organized. There is a HelioVolta customization as an example.
• To add a new customization, select ADD CUSTOMIZATION.
• Complete the form to customize your report:
  • Name the customization
  • Upload the logo associated with that customization
  • Opt in/out of footer information
  • Edit footer information
  • Opt in/out to displaying the client name
  • Opt in/out to displaying the client company
  • Opt in/out to displaying the inspectors name
  • Opt in/out to displaying Issues marked as Pass
  • Opt in/out to displaying Issues marked as Fail
    • Opt in/out to filtering issues by Issue Status (Open, Closed, Observation)
    • Opt in/out to filtering issues by Severity Level
  • Opt in/out to displaying the percentage of issues marked as Fail and Pass out of the total number of issues in a report
  • Opt in/out to filtering the report to include only certain sections of the site visit report
  • Opt in/out to including informational items
  • Opt in/out to displaying the site visit date
  • Opt in/out to displaying the timestamp on photos
  • Opt in/out to displaying the issue summary count
  • Opt in/out to displaying the map view of the site
  • Opt in/out to displaying the project details
  • Opt in/out to displaying the executive summary
  • Opt in/out to displaying the issue summary table
  • Opt in/out to displaying the severity definition table
  • Opt in/out of a cover page for PDF reports
    • Edit the cover page for PDF reports
    • Choose a logo for the cover page
    • Opt in/out to displaying the client name
    • Opt in/out to displaying the project name
    • Opt in/out to displaying the project power
    • Opt in/out to displaying the site visit name
    • Opt in/out to displaying the site visit scope
    • Opt in/out to displaying the site visit date
    • Opt in/out to displaying additional text
    • Edit additional text to be displayed on all reports using this customization
    • Opt in/out to a customizable blank text page (typically a disclaimer or document information page)
  • Change the photo display size
    • Options include 4×1 (smaller, standard sized photo) and 2×2 (larger photo; can only be applied to interactive and high resolution PDF reports)
• Select SAVE.

When you return to the Report Customizations page, you can find that particular customization and set it as the default for your space by selecting the double checkmark in between the edit and delete icons. 

If you have multiple customizations and need them for specific types of reports or for certain clients, you can select the customization when you generate a report.  

To do this:

• • • First select the gear icon to the right of the “Generate Report” button within a site visit.

    • Select “Choose Report Customization”

    • Select your customization

    • Click the “Generate Customization” button

If a site visit is read-only, that means one of two things are occurring.

1. You are a user with an inspector role. This means that you can only see projects and site visits that you are assigned to. If you can see the project and the site visit, but cannot edit, it means that you are not assigned to the site visit. Talk to your manager and ask to be added to the site visit. 
2. You are a user in an account that uses project sharing. In project sharing, two accounts can create site visits in the same project. If a site visit is read-only, then that site visit is owned by the other account that shares that project. Talk to your collaborating account to determine your process and workflows.

1. You have the personal dashboard toggle on. To find the project, click the personal dashboard toggle to turn it off. Then your project should appear in the list of projects.
2. You only have manager permissions. If you are a manager, you can create projects, but can only view the projects you've been assigned to. So, if you created a project and didn't assign yourself, then you can no longer see that project. Please reach out to an admin in your account to add you to that project.

If you cannot see a project that you're looking for, it is most likely that you are a user with a manager or inspector user role and are not assigned to the project in question. 

In order to resolve this, have an admin user (or manager user if you're an inspector) add you to the project that you wish to work on. If you are an inspector, you will also need to be added to the site visit that you are working on too.

If you are an admin or account owner and unable to locate a project, please email us at solargrade@heliovolta.com.

If you are adding locations to an issue, and they are appearing outside the parameters of a project site, it is due to a connectivity issue.

The solution here is to disable the feature that scrubs the location from your photo's location while you are in an area where service is poor. 

You will still be able to accurately use your device's GPS to add locations. It will be more accurate because it's pulling straight from the device and not the photo. 

• Open to Google Photos 
• Open "Collections" tab
• In this tab you should see a collection with name "Picture" or similar, and inside you should see all photos taken from SolarGrade app

• Open Google Photos
• Click on your profile
• Click on photos settings
• Click on preferences
• Click on Photos view
• Click Activity based personalization
• Make sure "show content from other apps" is enabled
• Click customized by app and then select SolarGrade

• App is too large due to stored data

• • This occurs when users do not offload past site visits, which leads to excessive local data and app instability
  • This amplifies all of the following issues
  • SOLUTION
    • Offload past site visits
      • The most efficient way to do this now if you have many site visits downloaded is to SYNC EVERYTHING on your device, delete, and reinstall
      • Going forward, we recommend offloading completed site visits to avoid performance issues. To do this:
        • Open the SolarGrade app
        • Go to the project
        • Find the site visit you want to offload
        • Swipe to the left
        • Select offload

• Low CPU power

• • This occurs if:
  • • The device is older
    • Power saving mode is enabled
    • Device is overheating and experiencing thermal throttling
  • SOLUTION
    • Please use a battery back instead of power save mode.
    • In summer, our team uses a cooling battery pack that attaches to the device to help with thermal throttling in hot weather

• Outdated software

• • Older versions do not function as intended. It is critical that you are using the most recent version of SolarGrade. 
  • It is also important to be using the most recent operating software for that device. 
  • SOLUTION
    • Ensure that your device operating system is up to date
    • Ensure that the mobile app is up to date

• Low RAM availability

• • May occur if there are other heavy apps running in the background
  • SOLUTION
    • Limit the other apps running in the background while using SolarGrade. Obviously, we've planned for some multitasking, but some apps use a large amount of RAM and limit the amount of available space for SolarGrade.

• Poor connectivity

• • Not the main issue, but can exacerbate
  • SOLUTION
    • If connectivity is poor, please go into offline mode, complete your work, and then sync later. 

1. The admin or manager who invited you needs to log into their SolarGrade account.
2. They should go to the Teams section, find your name, and click the blue bar that says "Invitation Pending".
3. This will resend the activation link to your email.
4. Ensure your email address is correct (check for spelling errors). If possible, use all lowercase letters, as the system can be case-sensitive.
5. Once resent, check your inbox and Junk/Spam folder for the activation email.

A. Desktop

1. Go to the SolarGrade login page.
2. Click "Forgot Password?". 
3. Enter your correct email address (check spelling and, if possible, use all lowercase letters). 

B. Mobile App

1. Open the SolarGrade app.
2. Tap "Forgot Password?" on the login screen. 
3. Enter your correct email address (check spelling and, if possible, use all lowercase letters).

Before you start the password reset (for both Desktop & Mobile):

• Make sure you have a stable Wi-Fi connection and good reception in your area so the reset request can go through successfully. 
• For the Mobile App, it’s recommended to update to the latest version before attempting the reset. 
• Add hello@solargrade.io to your whitelist/safe sender list to ensure you receive the reset password link in your inbox.

• Connect to a stable Wi-Fi network (some mobile data settings restrict large downloads). 
• Check your device settings for download restrictions — some devices allow downloads only over Wi-Fi. 
• Restart your device and try again.
• If you’re using a company-managed device, check with your IT team in case there are restrictions on installing apps. 
• Make sure your device’s operating system is up to date and compatible with the latest SolarGrade app version.

• Clear your browser’s cache and cookies. 
• Try logging in via Incognito/Private mode. 
• Use a supported browser like Google Chrome, Microsoft Edge, or Mozilla Firefox. 
• Disable any browser extensions that might interfere with page loading (e.g., ad blockers or script blockers).
• Check your internet connection to ensure it’s stable.

Each device should have at least 300 MB of free space in order to use SolarGrade. Less than 300 MB causes the app to unexpectedly close, problems with sync, and photo distortions (a result of sync issues).