Troubleshooting - Results are not uploaded from the device

Overview

In this troubleshooting guide you can find different reasons and initial steps to take to solve results sync issues. 

 

Troubleshooting Steps

1. Check the Credit Balance

If there is a credit balance issue, the application displays an error indicating that there are not enough credits.

• Verify with your organization administrator that your organization has sufficient interview credits.
• If credits are available but the issue persists, continue to the next step.

• • 

If credits exist but issue is still occurring move to next step.

 

2. Perform a Manual Sync

From the application menu, select Sync Results.

Did the synchronization complete successfully?

• Yes: Verify that the interview results were uploaded successfully.
• No: Continue to the next step.
• 

 

3. Test the Connection

1. Open Options.
2. Select Test Connection.

Is the connection verified successfully?

• Yes, but syncing still fails: Continue to the next step.
• 
• No: Proceed to step 6. Check the Connection Parameters.

4. Check for HTTPS Connection Errors

If you receive an HTTPS connection error:

1. Open Options.
2. Scroll down to the connection settings.
3. Enable Override HTTPS.
4. Clear Use HTTPS. If the issue persists, try enabling Use HTTPS again.

Did this resolve the issue?

• No: Continue to the next step.
• No HTTPS error: Proceed to Check the Connection Parameters.

 

 

5. Reduce the Number of Results per Batch

If you are syncing a large number of interviews, reduce the number of results uploaded in each batch.

6. Check the Connection Parameters

Verify the following:

• The Server and URL settings are correct. If necessary, confirm them with your organization administrator.
• The device has a working internet connection.

7. Send and Review the Logs

Send the device logs and review the Interview Log in SurveyToGo Studio. (See How to Send and Review Device Logs.)

Open the log and check whether Use NoCOMP is enabled.

• Yes: Open Options and clear the Do Not Use Network Compression option.
• No: If you still can't get the collected results to sync properly please open a ticket to our support team from the Lumivero Support Hub.   

Please include the following information:

• Survey ID
• User name (surveyor) that is affected
• Device Logs