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Ask if they’re using EverBright’s EagleView credentials or using their own.
If they’re using their own, their credentials with EagleView might have expired. We can offer to switch them to our EV credentials where they’ll have unlimited use of images at no charge.
How to add EagleView to partner accounts (using our EverBright’s credentials - internal article)
How to authenticate your organization for EagleView Imagery? (to update their own credentials - external article)
If using their own EV, they might have run out of images based on the plan they’ve selected
The image they are trying to view is outside of Eagleview’s EagleView’s coverage
EagleView Coverage Map (note, the map is outdated)
If the image is partially loading, but getting stuck - or there are quality issues (lines, borders, etc.)
Try to render the image in the job yourself
If that doesn’t work, then include dolphus.newson@eagleview.com as a request participant on a Jira ticket and ask him for help troubleshooting (provide him the street address of the home)
EverBright also provides some other, high-quality imagery in our project phase. In the same dropdown menu used to select EagleView, they could select Project Sunroof. This isn’t available on all addresses in the US. Here’s where you can read more on that: How can I design a project using HD imagery?
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