Support checklists

When reporting a technical problem in Survey Solutions, you may be requested by our team member to collect the information based on one of the following lists. Orange list #information itemexample 1Full server name. Please, do not write 'my server', 'our server', 'one of our servers'. https://demo.mysurvey.solutions 2Exact date and time when you tried to access the server, specify your time zone. Aug 7, 2019 at 16:34 UTC+2:00 orAug 1, 2019 at 06:59 Pacific Standard Time 3Include your IP address from which you tried to access the server.

April 2, 2021

Slow Tablets

Use the instructions below to diagnose tablets' performance issues, which can manifest themselves as: slowness (occasional or permanent) while working with the Interviewer App; freezes for a considerable period of time; crashes and restarts of the application; or a combination of the above. NB: For troubleshooting the synchronization errors, refer to the synchronization problems article. Check that the tablet is not in the low-power mode.

February 8, 2021

Scalability of Survey Solutions

Overview The Survey Solutions supports horizontal scaling and may be deployed as a web-farm for servicing a large number of client connections. This is especially important for operations like population censuses and large national surveys. A web-farm installation is implemented on multiple systems (called nodes) working in concert to service the received requests. Increasing the number of nodes in the farm allows to improve the overall performance: the responsiveness of the system and number of users working simultaneously.

February 5, 2021


The Survey Solutions questionnaire can be designed in any language supported in Unicode. See details in this article. A questionnaire may be multilingual. See details in multilingual questionnaires For the langauges applicable to Survey Solutions software components refer to the following table: LanguageInterviewer (App)HeadquartersDesigner English+++ Russian+++ French+++ Spanish+++ Chinese+++ Arabic++- Portuguese++- Georgian++- Romanian++- Indonesian+-- Khmer+-- Thai+-- Vietnamese+-- Ukrainian+-- How to switch the language? readme readme readme

November 30, 2020

Deleting a survey

Survey deletion is possible, but as a dangerous operation is made available only to server administrators. When a survey is deleted all data collected as part of that survey is irretrievably and irreversibly lost. Hence the same steps should be applied as described in actions after the end of the survey. Make sure you backup your data before deleting a survey! Even if this was training, pre-test, or a field test.

September 10, 2020

Cloud server request

⚠️ The article located on this page used to describe the process of requesting cloud servers that was in effect until April 09, 2020.⚠️ We no longer have a possibility to satisfy new requests for hosting in our infrastructure. Starting from April 09, 2020: for studying Survey Solutions application use a PDS (personal demonstration servers).Do not use PDS for any real data collection. for new surveys setup a server as described here Survey Solutions Server using any of the following hosting options(any service providers below are mentioned as examples and should not be interpreted as a recommendation):

August 31, 2020

FAQ for email support

Before writing your request, study the documentation online, read the FAQ, and browse our users' forum. Don’t neglect Google or other search engines. This is usually the fastest way to get your issue resolved. It will also help you to use the right terminology when asking a question. All of the questions of the kind “Is it possible to do X in Survey Solutions?" or “How do I do X in Survey Solutions?

April 21, 2020

Is the Designer tool online now?

The Survey Solutions Designer tool is a web-based tool and is accessible over the Internet. As with any website, when you can’t use the site, it could be: a problem with the site, a problem with connection, or a problem with your own device. In order to identify if the problem is with the site or related specifically to you, other devices can be used to try accessing the same site.

September 30, 2019

Server Not Working

Occasionally our users receive messages from their interviewers that a certain server “…is not working”. In most cases this is a problem with the user’s equipment used to access the server, rather than the server itself. The following tools may be helpful in determining whether it is indeed a problem with the server or with a specific user’s device trying to access that server: http://downforeveryoneorjustme.com/demo.mysurvey.solutions http://currentlydown.com/demo.mysurvey.solutions https://isitdownorjust.me/demo-mysurvey-solutions/ https://www.site24x7.com/check-website-availability.html http://www.freesitestatus.com/en/quicktest.php https://down.

September 30, 2019

Which languages can be used in Survey Solutions questionnaires?

This article discusses the appearance (fonts / scripts) of a Survey Solutions questionnaire. You may also be interested in: changing the interface language of Survey Solutions. composing multilingual questionnaires. The questionnaire instrument (questions, options, section names, error and warning messages, etc) can be designed in any language supported in Unicode. Survey Solutions allows text entry in Unicode and the entered values will be preserved in the exported data (UTF-8).

September 18, 2019