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](https://www.timeanddate.com/time/map/) | *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](https://www.google.com/search?q=my+ip) | *127.0.0.1* |
| 4 | A screenshot with the report of the tools listed [here](/faq/server-not-working/) | |
| 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*. |