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 item | example |
|---|---|---|
| 1 | Full server name. Please, do not write 'my server', 'our server', 'one of our servers'. | https://demo.mysurvey.solutions |
| 2 | Exact date and time when you tried to access the server, specify your time zone. | Aug 7, 2019 at 16:34 UTC+2:00 or Aug 1, 2019 at 06:59 Pacific Standard Time |
| 3 | Include your IP address from which you tried to access the server. To determine it, type my ip in the Google search box. | 127.0.0.1 |
| 4 | A screenshot with the report of the tools listed here | |
| 5 | A screenshot with the server response (what you are seeing when you are trying to access the server). | |
Red list | ||
| # | information item | example |
| 1 | Full server name. Please, do not write 'my server', 'our server', 'one of our servers'. | https://demo.mysurvey.solutions |
| 2 | User name (login) of the user(s) experiencing the problem | IntJohn |
| 3 | Date and time when the problem was last experienced, (if known, also when the problem was first experienced) | Aug 7, 2019 at 16:34 Pacific Standard Time. |
Blue list | ||
| # | information item | example |
| 1 | Full server name. Please, do not write 'my server', 'our server', 'one of our servers'. | https://demo.mysurvey.solutions |
| 2 | User name (login) of the user(s) experiencing the problem | IntJohn |
| 3 | Date and time when the problem was last experienced, (if known, also when the problem was first experienced) | Aug 7, 2019 at 16:34 Pacific Standard Time. |
| 4 | Version of the Android operating system on the tablet of the affected interviewer | Android 6.0.1. |
| 5 | Survey Solutions Interviewer App version on the tablet of the affected interviewer | 19.07.5 (build 25531). |
| 6 | Send tablet information: on the tablet of the affected interviewer go to the MENU --> Diagnostics --> 'Collect and send to HQ all tablet information'. | |
| 7 | Date and time when the support package was sent by that interviewer to the HQ (step #6) | Aug 7, 2019 18:39 Pacific Standard Time. |
Green list | ||
| # | information item | example |
| 1 | Full server name. Please, do not write 'my server', 'our server', 'one of our servers'. | https://demo.mysurvey.solutions |
| 2 | User name (login) of the user(s) experiencing the problem | IntJohn |
| 3 | Date and time when the problem was last experienced, (if known, also when the problem was first experienced) | Aug 7, 2019 at 16:34 Pacific Standard Time. |
| 4 | Version of the Android operating system on the tablet of the affected interviewer | Android 6.0.1. |
| 5 | Survey Solutions Interviewer App version on the tablet of the affected interviewer | 19.07.5 (build 25531). |
| 6 | Send tablet information: on the tablet of the affected interviewer go to the MENU --> Diagnostics --> 'Collect and send to HQ all tablet information'. | |
| 7 | Date and time when the support package was sent by that interviewer to the HQ (step #6) | Aug 7, 2019 18:39 Pacific Standard Time. |
| 8 | Assignment number and/or the interview key and status with which the user is experiencing the problem | interview 32-64-12-90 from assignment nr. 2317. |