Support checklists

February 9, 2021

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](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*
3Include 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*
4A screenshot with the report of the tools listed [here](/faq/server-not-working/)
5A screenshot with the server response (what you are seeing when you are trying to access the server).

Red list

#information itemexample
1Full server name. Please, do not write '*my server*', '*our server*', '*one of our servers*'.*https://demo.mysurvey.solutions*
2User name (login) of the user(s) experiencing the problem*IntJohn*
3Date 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 itemexample
1Full server name. Please, do not write '*my server*', '*our server*', '*one of our servers*'.*https://demo.mysurvey.solutions*
2User name (login) of the user(s) experiencing the problem*IntJohn*
3Date 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*.
4Version of the Android operating system on the tablet of the affected interviewer*Android 6.0.1*.
5Survey Solutions Interviewer App version on the tablet of the affected interviewer*19.07.5 (build 25531)*.
6Send tablet information: on the tablet of the affected interviewer go to the
*MENU* --> *Diagnostics* --> '*Collect and send to HQ all tablet information*'.
7Date 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 itemexample
1Full server name. Please, do not write '*my server*', '*our server*', '*one of our servers*'.*https://demo.mysurvey.solutions*
2User name (login) of the user(s) experiencing the problem*IntJohn*
3Date 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*.
4Version of the Android operating system on the tablet of the affected interviewer*Android 6.0.1*.
5Survey Solutions Interviewer App version on the tablet of the affected interviewer*19.07.5 (build 25531)*.
6Send tablet information: on the tablet of the affected interviewer go to the
*MENU* --> *Diagnostics* --> '*Collect and send to HQ all tablet information*'.
7Date and time when the support package was sent by that interviewer to the HQ (step #6)*Aug 7, 2019 18:39 Pacific Standard Time*.
8Assignment 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*.