This section provides some guidelines on how to deal with problems that you might encounter.
Survey Manager works on most popular web browsers. Cookies need to be enabled in your browser in order for the site and surveys to work properly.
If you're experiencing technical issues, please clear your browsing history, cookies, and cache. This often solves the most common technical issues.
Inability to Login (No Session Available... )
This problem usually manifests itself as a message along the lines of:
LoginSubmodule: No session available for requested action..
The cause is usually what are referred to as "session cookies" have been disabled within your browser. Survey Manager makes use of these to keep track of your progress through the survey. Some people disable cookies in their browser for privacy reasons, because they don't like the idea of websites on the Internet keeping track of the sites that they have visited, and the queries that they have made. However, please note that the session cookies that we use are discarded when the respondent logs out of the survey, or closes their browser - nothing is retained on your computer regarding the surveys that you have answered.
The mechanism for enabling session cookies varies depending on which browser, and which browser version, you are using.
Trouble Accessing or Loading the Site
If you're having trouble accessing or loading our site, you are possibly being blocked by your firewall or a proxy server. This maybe the case if you can log in and complete the survey from home, but not from work. Adding https://www.mysurvey.com.au to your company's whitelist will help prevent this.
Unable to Progress Beyond First Page
The symptoms of this problem are that, after having answered the first page of the survey and pressed the Next Page button, your browser will not progress to the next page - instead it simply redisplays the first page. Now, this could be due to not answering one of the compulsory questions on the page. Although an error message will appear at the top of the page if this is case. It is more likely that there is some sort of caching software (e.g. a proxy server) operating at your site to improve the efficiency of your access to the Internet. However, in this case it is intercepting your requests and incorrectly responding to them itself (by regurgitating pages that have passed by it previously), rather than by passing the requests on to our server. Our software does everything imaginable to tell such cache software to never save Survey Manager pages (which are dynamic - hence always need to be referred back to our server) in its cache memory. However, some software simply doesn't listen! This problem needs to be referred to your I.T. department.
Work-around:
If you are experiencing a problem with your browser or Internet connection, but you know someone else who has been able to successfully answer the survey, then you can use that person's PC. Alternatively, you might be able to answer the survey from home. Don't forget to take your login details with you though!
For more information on answering the survey, please refer to our Survey Manager User Guide. Alternatively, contact the people identified in your invitation / reminder email.