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Troubleshooting Common Issues in Builder Signal

Here are some of the most common issues you may encounter while using Builder Signal, along with solutions to help resolve them quickly.

Common Issues and Solutions:

  1. Downloading Builder Signal Mobile App
    - Issue: Unable to download the Builder Signal Mobile App.
    - Solution: After a Builder Admin sets you up, you'll receive an email with a download link for the Builder Signal and password setup instructions. If it's not in your inbox, check Spam or Junk. If it's still missing, contact your Admin to confirm you've been setup as an App User and that your email address is correct.
  2. Login Problems
    - Issue: Can’t log in to Builder Signal.
    - Solution: Make sure you're using the email address linked to your account. Then, select the “Forgot Your Password” option. You will receive an email from Builder Signal to reset your password. Just follow the instructions. If the problem continues, contact your Builder Admin to verify your App User email address is correct.
  3. Homes Not Showing Up
    - Issue: Homes you're assigned to aren’t visible in the app.
    - Solution: Contact your Builder Admin to verity the home has been assigned and is in Active status.
  4. Photo/Video Access Issues
    - Issue: Can't select media when making an update.
    - Solution: Review your device's app permissions for Builder Signal. Ensure the app has access to your photo and video library. If you're using your camera for updates, give Builder Signal permission to access your camera. 
  5. Sending Photo/Video Issues
    - Issue: Can't send your update with the selected media.
    - Solution: The file size may be too big. If you're including video, you can only include 1 video per update with a maximum length of 1 minute or 100MB. Try deselecting some of the media and distribute them over a few separate updates. 
  6. Notifications Not Sent
    - Issue: Update was not sent immediately.
    - Solution: Whenever possible, switch to a Wi-Fi connection rather than relying on cellular data. If you must use cellular, please be patient, as updates might be delayed due to weak reception. Updates will be saved as Drafts. Once reception improves or a Wi-Fi connection is established, select the update from your Drafts and then "Retry" to send the update.
  7. Notifications Not Received
    - Issue: Homeowners are not getting your updates.
    - Solution: Ask the homeowner and additional recipients to check their Spam or Junk folders. If they still cannot find their update, reach out to your Builder Admin to verify the email address is correct in the User Setup or the Additional Email Recipients field.
  8. App Crashes or Freezes
    - Issue: The app crashes or freezes while in use.
    - Solution: Make sure your app is updated to the most recent version. Click Account to see the current version that's installed. Visit the App Store or Play Store to download the most current version. If necessary, restart your device or reinstall the app.

Next Steps:

For further help, visit our Help Center or contact your Builder Admin with issues.