Troubleshooting Note - Can't see a survey on the device

 

Overview

This troubleshooting guide outlines common reasons why a survey may not be visible on the interviewer's device and provides the initial steps to help identify and resolve the issue.

Troubleshooting Steps

• Survey Assigned
  
  • Is the surveyor assigned to the survey?
    • No -  assign a surveyor.
    • Yes - Move to next step.
• Manual Sync
  • Click on manual sync the surveys - Do you see the survey in the list ?
    • Yes - Issue solved
    • No - move to next step
• Survey in Test/Production
  • Make sure survey mode was changed to test/production. 
  • Are you able to see survey on Device?
    • Yes - Issue solved
    • No - Move to next step
• Survey Visible in List
  • Navigate to the survey Properties and make sure that the option 'Invisible in List' is not checked
  • Are you able to see survey on Device?
    • Yes - Issue solved
    • No - Move to next step
• Non Default Assignments
  
  • Is the surveyor shown in the list under the specific Survey?
    • No - Add the surveyor and sync surveys again.
    • Yes - move to next step
• Organize Surveyors

  • Some organizations separate interviewers into Test and Production groups. This configuration allows organizations to distinguish between interviewers who are testing a survey and those who are collecting production data.

    When this option is enabled, each survey contains two folders:

    • Test

    • Production

    Verify that the interviewer is assigned to the correct folder for the survey.

    • Yes: If the interviewer is already in the correct folder, open a support ticket.

    • No: Add the interviewer to the appropriate folder and synchronize the surveys again.

If you still can't see the survey 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