Overview
In this troubleshooting guide you can find different reasons and initial steps to take to solve results sync issues.
Reason
- 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?
- No - Check if results were synced and uploaded
- Yes - move to next step
- Click on sync results under on the App menu - do you get an error while syncing?
- 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
- Are you prompt with this error
- Reduce Results in Batch -
- Please click on each platform to learn how to 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
- Open the Log and review the data - Is the option 'Use NoCOMP' set to On?
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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