If you are unable to upload a report to ISN, confirm the following items below to address different issues that may be preventing your report from being uploaded.
1. Client Data Imported
Make sure that you have imported the ISN order information into the inspection. On the Client Info page, check to make sure that an order number is present either in or below the "Other" field at the bottom of the page.
2. Inspection Order Assigned
Be sure the inspection was assigned to you in ISN. If it wasn't, the inspection will need to be assigned to you, or the other inspector who was assigned to the inspection will need to upload the report.
3. ISN Credentials
Go to the ISN website and sign in with your username and password. Click on Settings-->My Access Keys. Take note of the company key listed there. Then, go back to HIP Desktop and click on Internet-->ISN Login Information. Check the company key and make sure that is formatted exactly as it is shown in the ISN dashboard. Confirm that the username and password used to sign in to ISN are also entered into HIP. Then, re-upload the report.
Your ISN credentials in HIP should be checked particularly if you are on a new computer, have installed a new license recently, or your ISN login information has changed recently.
4. Order Open
Check to make sure that the order is open in ISN. If the order is closed, re-open it in ISN and then try to upload the report.
5. Footprint Enabled
Check that the footprint for the inspection order is enabled in ISN. Log in to the ISN website and go to Inspections-->My Footprints. Find the inspection order in the list and make sure that the footprint is enabled for that order. If the order is not listed, follow this guide to create the footprint: http://help.inspectionsupport.net/en/articles/109710-creating-troubleshooting-a-footprint
6. Firewall and/or Antivirus Disabled
If you have a firewall and/or antivirus enabled, try to disable the firewall/antivirus temporarily and test the upload. If the report uploads when the firewall is off, you will need to add HIP to the approved programs in your security software when you turn the firewall/antivirus back on.
7. Allowed by Network Connection
If you have a slower internet connection, or are using public WiFi, the report may take a long time to upload, or it may be blocked from uploading by the network connection, particularly on public WiFi. You can test the speed of your network connection here: https://www.speedtest.net/ If your network is slow, or you are on a public WiFi connection, try to connect to a different network and then upload the report.
If you are unable to upload the report after checking and confirming these items, please contact support at firstname.lastname@example.org.
As a last resort, if you are unable to upload your report and do not have time for the issue to be diagnosed by HIP technical support, you can manually upload the report to ISN by following this guide: