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

Overview

In this troubleshooting guide you can find different reasons and initial steps to take when surveyor can't see the survey on the device.

Reason

• Survey Assigned  - when the survey is not assigned to a surveyor he will not be able to see it on the device to conduct it.
  • Is the surveyor assigned to the survey?
    • No - Click here to learn how to assign 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 - when survey is set to use Non Default Assignments before adding a surveyor he might not be added. 
  • 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 are configured to order the surveyors by Test/Production,t this is configured to differentiate between the surveyors that should test the survey and should run it in the field. This means that under each survey you will see 2 folders: Test and Production which will include the different surveyors. 
  • Is the surveyor shown in the correct folder under the specific Survey?
    
    • Yes - Open ticket for support
    • No - Add the surveyor and sync surveys again.

If you still can't see the survey 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 that is affected
• Device Logs - click on each platform to learn how to reduce results in batch:
  • Android
  • PC Surveyor