In order for your customer to use PAVE Inspect, you must rely on the assumption that their hardware (mobile phone) is in good working condition. Sometimes, people have unique settings or other hardware issues which make capturing a vehicle difficult. In this section, we provide you with some guidelines to help troubleshoot with any customers who are having difficulty completing the inspection.

Please use the left navigation pane to identify which issue you are having. (NOTE: If you are on a mobile device, turn your screen sideways to landscape mode to reveal the navigation panel).

Some devices do not work with PAVE:

1) Mobile phones made by Huawei.

2) iPads and Tablets

Solution

Use any other iPhone or Android based mobile device.

Problem

The phone indicates that it can't access the built-in camera for capturing images.

Cause

You may not be using the correct web browser: Apple iPhones must open the PAVE link in Safari.

Solution

Only Safari has permission to use the camera. Other web browser's such as Firefox, Chrome, or Edge will not have permission to access the phone's camera. Make sure that when you click the link to begin the inspection that the inspection opens in Safari.

Problem

You receive an error message indicating that you don't have permission to access the built-in camera for capturing images.

Cause

You may not have your camera permission enabled.

Solution

Checking if Your Camera Permission is enabled on an iPhone:

1) Click on the “Settings” App from your Home Screen

2) Scroll down and select “Safari”

3) Scroll down and select “Camera”

4) Confirm that "Ask" or "Allow" is checked

Problem

PAVE Inspect requires that the Portrait Orientation Lock feature on your iPhone be turned off, such that when turning the device sideways, the screen changes to landscape mode. You will not be able to capture images if the phone is in portrait mode.

Cause

The Portrait Orientation Lock feature is on causing the screen to stay in portrait mode.

Solution

1) Swipe down from the top-right side of your iPhone screen to open the Control Center.

NOTE: If you have an iPhone with Touch ID instead of Face ID (iPhone 8 or prior), instead of swiping down from the top-right, swipe up from the bottom-center.

2) Click on the Portrait Orientation Lock icon so that it is no longer highlighted and it says "Portrait Orientation Lock: Off".

Problem

Capture won't advance or I get a black screen after each picture and have to start over.

Cause

It's possible that your website browser history (cache) needs to be cleared.

Solution

1) Click on the "Settings" link from your Home Screen

2) Click on "Safari"

3) Scroll down and click on “Clear History and Website Data”

Problem

You may be having a problem accessing the internet.

Cause

Your phone may not have an adequate Wi-Fi or cellular signal.

Solution

1) Make sure that your mobile phone has a strong signal (Wi-Fi or cellular) before beginning capture.

2) At the completion of capture, make sure that you have or have returned to a strong signal and wait for the inspection processing to complete.

3) Some Wi-Fi connections have a firewall that prevents PAVE from functioning properly. Try disabling your Wi-Fi connection and use cellular instead.

Problem

I exited the inspection during the capture and I don't know how to get back to where I was?

Cause

You were interrupted during the inspection capture by a phone call, text, email, or some other disruption that caused you to close the inspection.

Solution

1) Click on the link again in the SMS text message that you used to begin the inspection.

2) Click on Get Started. The system will take you back to where you were in the inspection and ask for the next image in the sequence.

Problem

During the inspection capture, I keep getting asked to retake the same picture multiple times.

Cause

If the image of the car isn’t clear or a piece is cut off or obstructed, PAVE will ask you to take the picture again.

Solution

1) Ensure you have sufficient space (minimum of 2 meters or 6 feet) to walk around and capture the vehicle from all angles safely.

2) Try aligning the vehicle with the "cage" lines as closely as possible. It doesn't have to be exact.

3) Be conscious of the sun: the glare from the angle and reflection might make capture difficult. You may need to move the car or try to complete the capture at a different time when there is less sun interference.

Please use the left navigation pane to identify which issue you are having. (NOTE: If you are on a mobile device, turn your screen sideways to landscape mode to reveal the navigation panel).

Some devices do not work with PAVE:

1) Mobile phones made by Huawei.

2) iPads and Tablets

Solution

Use any other iPhone or Android based mobile device.

Problem

The phone indicates that it can't access the built-in camera for capturing images.

Cause

You may not be using the correct web browser: Android phones must open the PAVE link in Google Chrome.

Solution

Only Google Chrome has permission to use the camera. Other web browser's such as Firefox or Edge will not have permission to access the phone's camera. Make sure that when you click the link to begin the inspection that the inspection opens in Google Chrome.

Problem

You receive an error message indicating that you don't have permission to access the built-in camera for capturing images.

Cause

You may not have your camera permission enabled.

Solution

Checking if Your Camera Permission is enabled on an Android phone:

1) Click on the “Settings” Icon from your Home Screen

2) Click on "Apps"

3) Click on "Chrome"

4) Click on "Permissions"

5) Click on "Camera"

6) Make sure that “Allow only while using the app” is selected

Problem

PAVE Inspect requires that the Portrait Orientation Lock feature on your Android phone be turned off so that when you turn the phone sideways, the screen changes to landscape mode. You will not be able to capture images if the phone is in portrait mode.

Cause

The Portrait Orientation Lock feature is on causing the screen to stay in portrait mode.

Solution

1) Click on the “Settings” Icon from your Home Screen

2) Scroll down and select "Home Screen"

3) Locate the "Rotate to Landscape Mode" button and ensure that it is in the "ON" position, which is to the right.

Problem

Capture won't advance or I get a black screen after each picture and have to start over.

Cause

It's possible that your website browser history (cache) needs to be cleared.

Solution

1) Click on the Chrome Icon from your Home Screen

2) Tap the vertical three-dot icon at the top right, to open a dropdown menu.

3) Tap History, then Clear browsing data.

4) Select the Advanced Tab. Select Cached images and files. Click “CLEAR DATA”

Problem

You may be having a problem accessing the internet.

Cause

Your phone may not have an adequate Wi-Fi or cellular signal.

Solution

Your phone may not have an adequate Wi-Fi or cellular signal.

1) Make sure that your mobile phone has a strong signal (Wi-Fi or cellular) before beginning capture.

2) At the completion of capture, make sure that you have or have returned to a strong signal and wait for the inspection processing to complete.

3) Some Wi-Fi connections have a firewall that prevents PAVE from functioning properly. Try disabling your Wi-Fi connection and use cellular instead.

Problem

I exited the inspection during the capture and I don't know how to get back to where I was?

Cause

You were interrupted during the inspection capture by a phone call, text, email, or some other disruption that caused you to close the inspection.

Solution

1) Click on the link again in the SMS text message that you used to begin the inspection.

2) Click on Get Started. The system will take you back to where you were in the inspection and ask for the next image in the sequence.

Problem

During the inspection capture, I keep getting asked to retake the same picture multiple times.

Cause

If the image of the car isn’t clear or a piece is cut off or obstructed, PAVE will ask you to take the picture again.

Solution

1) Ensure you have sufficient space (minimum of 2 meters or 6 feet) to walk around and capture the vehicle from all angles safely.

2) Try aligning the vehicle with the "cage" lines as closely as possible. It doesn't have to be exact.

3) Be conscious of the sun: the glare from the angle and reflection might make capture difficult. You may need to move the car or try to complete the capture at a different time when there is less sun interference.