SODA Mobile Survey Application – Survey Troubleshooting Tips

Click on any link below to jump to a tip…

1.      I have an Apple device and the survey has crashed

2.      My screen froze when I tried to submit my survey

3.      I am getting a connection error after I completed a survey

4.      I see that I have response(s) waiting to upload or I have a warning message saying: “Sync now – Responses to upload: 1”

5.      It is telling me to reduce my camera resolution /photo size

6.      I tried to take a photo or video and it won’t work

7.      I was sent a message within the SODA app, what does this mean?

8.      I have a Blackberry and see images from the survey stored in my photo library

9.      I have a Blackberry and can’t move the cursor with the trackpad

10.  I have an Android and I am having trouble entering text into the survey

 

Tip #1

Q: I have an Apple device and the survey has crashed

A: The issue you’ve encountered is possibly due to your device running out of memory. If your iPhone/iPod/iPad has the multitasking feature, please follow these steps to shut down programs on your device and clear up memory:

1.       Double-Press the physical circle button on the bottom of your phone:

2.       Tap and hold any App icon for 2 seconds until they start to shake and you see a (-) on them.

3.       Close as many apps as you can by tapping the x.

 

If this doesn’t solve the problems please can you let us know which model of iPhone you have (3G, 3GS, 4)?  Even better, if you could provide your OS version, it would help our team. Find this under the Settings App -> General -> About -> Version

Tip #2

Q: My screen froze when I tried to submit my survey.

A: The issue you’ve encountered is possibly due to your device not being connected to the Internet or you have the airplane Mode ON. In order to continue you will have to close the app and go back to SODA. If your iPhone/iPod/iPad has the multitasking feature, please follow steps in TIP #1 to shut down programs.  Don’t worry your survey is saved on the device!

Then go back to SODA app. You will see you have one survey waiting to upload, just press sync the App whenever you have Internet connection either with your Data Plan or while connected to a WiFi.

Tip #3

Q: I am getting a connection error after I completed a survey

A: It is likely that you do not have a strong internet connection.  In order for your data to be uploaded, move to a location with a strong signal and press OK to try again.  You can see if your internet is working by opening your internet browser and try typing in “www.google.com” for example.  If you have a internet connection and still experience the same problem, please contact us again with these details.

Tip #4

Q: I see that I have response(s) waiting to upload or have a warning message saying: “Sync now – Responses to upload: 1”

A:  If you see a message saying “Sync now – Responses to upload: 1” in the main SODA app menu, it means that your data was not uploaded because you were not in an area with internet connection at that time.  Please make sure you have an internet connection and click on the text “Sync now – Responses to upload: 1”.  If you responses fail to sync/upload then please contact us.

Tip #5

Q: It is telling me to reduce my camera resolution /photo size

A:  We would like for your responses to be uploaded as fast as possible.  If your photo size is too large, you may experience a long wait for your responses to upload.  If you are in the middle of a survey, you can click the ‘home’ button on your phone so you can then go to your camera’s settings. Please choose the smallest resolution available. Then simply click on the SODA app again and continue with the survey.

Tip #6

Q: I tried to take a photo or video and it won’t work

A:  Please make sure you reduce your camera resolution.  Media files can be very large and slow or even stop the uploading process.  Please follow the steps in Tip # 4 above.

Not all phones/mobile devices have are able to take video.  Please skip this question or go back and choose another option.

If you can, try taking another video.  We advise that videos should not be any longer than 1 minute in length.

Tip #7

Q: I was sent a message within the SODA app, what does this mean?

A: If you are notified that you have a message it will be from moderators or the market research organization getting in touch with you. To see if you have received any new messages, press “Sync” on the main app menu.  Click on your messages and you can reply to them all within the SODA app. 

Tip #8

Q: I have a Blackberry and see images from the survey stored in my photo library

A: Sometimes the surveys we send you have pictures, images or icons.  They need to be temporarily stored on your phone.  Please DO NOT DELETE them from your photo library before the survey period is over.  You can delete them once the survey period is over.

Tip #9

Q: I have a Blackberry and can’t move the cursor with the trackpad

A: If you have a touch screen blackberry which also has the trackpad, please use the touch screen to navigate.  If you have any other Blackberry model, please let us know the exact model and OS version you have.  You can find this by going to [“Options” à “About”] or [“Options” à “Device” à “About device versions”]

Tip #10

Q: I have an Android and I am having trouble entering text into the survey.

A: It is likely that you have the “Swype” function turned on.  Please note that you need to turn off Swype in order to enter text comments. If you don’t have Swype please contact us.