Support checklists

August 7, 2019

When reporting a technical problem in Survey Solutions, you may be requested by the support agent to collect the information based on one of the following lists.


Red list

#information itemexample
1Full server name 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 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. 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.