Troubleshooting Note - Results are not uploaded from the device


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


  • Credits Balance - when there is a credit balance issue an error will be prompt that there is not enough credits. 
    • Check with your org admin that your organization has enough credits in the balance.
    • If credits exist but issue is still occurring move to next step.
  • Manual Sync -
    • Click on sync results under on the App menu - do you get an error while syncing?error.PNG
      • No - Check if results were synced and uploaded
      • Yes - move to next step
  • Test Connection -
    • Navigate to Options 
    • Click on Test Connection - Is connection properly verified?
      • Yes but sync issue is still occurring- Move to next step
      • No - Move to Check Connection Parameters
  • HTTPS Connection Error - 
    • Are you prompt with this error 
    • Navigate to the Options menu, scroll down and follow below:
      - Override HTTPS - Check this option 
      - Use HTTPS - un-check this option (if it still doesn't work than try to check this option as well).
      • Yes - but sync issue still persists - Move to next step
      • No - Move to Check Connection Parameters
  • Reduce Results in Batch -
  • Check Connection Parameters -
    • Make sure server/url are as required (consult with your org admin)
    • You have a valid internet connection
  • Send Logs and Review Interview Log - Once you send the logs from the device you can review these logs in the studio, click here to learn how.
    • Open the Log and review the data - Is the option 'Use NoCOMP' set to On?
      • Yes - Navigate to the options and un-check the option 'Do Not Use Network Compression' option.
      • No - Open ticket with the support

If you still can't get the collected results sync properly please open a ticket to our support that will include the following information:

  • Survey ID - click here to learn how to get the survey ID.
  • User name (surveyor) that is affected
  • Device Logs - click on each platform to learn how to reduce results in batch:
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