Troubleshooting - GPS not captured by the SurveyToGo App

 

Overview

In this troubleshooting guide you can find different reasons and initial steps to take to understand why GPS is not captured on the SurveyToGo data collection App. 

 

Troubleshooting Steps

1. Review the Observation GPS Additional Information

1. Open the Map tab of the observation and review the Additional Information section. This section summarizes the device's GPS configuration and status at the time of the interview, along with relevant GPS-related entries from the interview log to help identify potential issues.
2. GPS App Settings at Interview Start
   • Review the device's GPS-related settings at the time the interview started, including whether GPS was enabled.
3. GPS Status at Interview Start
   • Review the GPS status when the interview began. This section includes information such as:
     • Available location providers
     • Captured latitude and longitude (if available)
     • Other GPS status details
4. GPS-Related Entries from the Interview Log
   • Review the GPS-related log entries, such as GPS Updated and GPS Set. Up to five relevant log entries are displayed.
   • Did you identify the reason why the location was not captured?
     • No: Continue to the next step.
     • Yes, but the application is still not capturing the location: Continue to the next step.
     • 
5. GPS Status At Interview Start
   • This section includes the status of the GPS when the interview started, you will be able to find here details as the providers, the Lat/Long captured (if at all) etc.
   • 
6. GPS related changes from the interview log
   • This section includes the different log lines that are related to GPS such as: GPS updated, GPS Set etc. (this section will include up to 5 lines).
   • 
   • Did you find a reason in the details why the location was not captured?
     • No - move to the next step
     • Yes - but the app is still not capturing location information move to next step

2. Verify Location Services

1. Confirm that Location Services are enabled on the device.
2. Disabled: Enable Location Services and try capturing the location again.
3. Enabled, but the issue persists: Continue to the next step.
4. 
   
   • 
     
     • No - Turn on the location services 
     • Yes - but the app is still not capturing location information move to next step

3. Verify GPS Is Enabled in the Application

1. Open Options.
2. Verify that Use GPS is enabled.
3. Disabled: Enable Use GPS and try capturing the location again.
4. Enabled, but the issue persists: Continue to the next step.
5. 
   
   • 
     
     • Not enabled - Enable the option and try to capture GPS location.
     • Enabled - If the location information is still not captured move to next step

4. Check GPS Status

1. Open Options.
2. Select GPS Status.
3. Was a GPS location obtained?
4. Yes: Verify that the application now displays the captured location.
5. No: Continue to the next step.
6. 

5. Send GPS Logs to Support

• Select Send to Support to send the device's GPS logs for further analysis.

6. Move to an Open Area

1. If the device is using only the GPS hardware for location, it may not be able to obtain a GPS fix while indoors.
2. Move outside to an open area with a clear view of the sky and try capturing the location again.
3. Was the GPS location captured successfully?
4. Yes: The issue has been resolved.
5. No: If you still can't capture GPS please open a ticket to our support team from the Lumivero Support Hub.

Please include the following information:

• Survey ID
• User name that is affected
• Device Logs