Troubleshooting - Script won’t run on the device

 

Overview

A common indication of a scripting problem is an error message displayed on the device. The error message typically identifies the question where the problem occurred and may also indicate the type of script or expression that caused the error.

In the example below, the error indicates that the issue is in the Validation Rule of the specified question.

Troubleshooting Steps

1. Verify the SurveyToGo Version

Confirm that the device is running the same SurveyToGo version that was used during testing.

• No: Upgrade the device to the correct version and test the survey again.

• Yes: Continue to the next step.

2. Send and Review the Logs

Send the device logs and review them in SurveyToGo Studio.

1. Open the Interview Log.

2. Search the log for the word "error".

• No errors found: Open a support ticket and include all relevant details, including the device logs.

• Errors found: Review the error message and continue with the following checks.

3. Identify the Problematic Question

Locate the question referenced in the error message (for example, QuestionStart_45 or QuestionRule_66).

Navigate to the corresponding question in the survey and review its script.

Look for:

• Large if/else chains.

• Long or complex AND/OR conditions.

If necessary, simplify the logic by moving it into reusable functions in the Advanced Script instead of placing all the logic directly in the question script.

If you are still unable to sync results, please open a ticket to our support team from the Lumivero Support Hub.  Include the following information:

• Survey ID
• Question Index if known.
• Device Logs