Troubleshooting

Possible solutions to issues covering areas such as evaluation design, deployment, data reporting or downloading.

• Why didn’t some people receive the evaluation invitation (eg the invitation was caught in the recipient’s SPAM folder)?
• Why can’t I see the Filter Responses button when I’m creating my report?
• Why don’t responses show the contact information of the respondent?
• Why do respondents who access the evaluation link see responses already filled in?
• Why do I get an ‘Access Denied’ error when clicking on an evaluation link?
• I cannot get my response data to download. Is this a firewall issue?
• Why is the evaluation URL not an active hyperlink in the invitation email?
• Why is my response download not opening?
• Why can’t I see responses to an evaluation that respondents say they have submitted?
• Why can't I see the evaluation responses in my report / why is my report empty?
• We are having accessibility or technical issues. What should we do?
• Why can’t I see responses that I entered in Preview mode?
• How do I contact Technical Support?
• Why does my evaluation time-out or not fully load a page?
• Why does my evaluation say it is currently ‘not live’?
• Why doesn't my evaluation launch when I click the Add Data Manually button?
• Why do respondents get the message: ‘Invalid Evaluation ID’?
• Why are respondents reporting connection issues with my evaluation?
• Why can't respondents progress through the evaluation?
• Why do some questions have asterisks beside them?
• Within the Track+Remind page, why is the Response Count greater than the Sent Count?
• How do I enable JavaScript on my computer?
• How do I enable cookies on my computer?

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