Trouble
Shooting Respondent Problems
This section provides some guidelines on how to deal with
problems that you might encounter.
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: selectSurvey,
queryString: module=response32&action=selectSurvey&selection=206*
...
The cause is usually that what are
referred to as "session cookies" have been disabled
within your browser. Survey Manager makes use of these to
keep track of your progess 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. If using Internet Explorer version 6.0,
then to enable session cookies you should open Internet
Explorer (note: not Windows Explorer) and select the
Tools -> Internet Options menu entry. In the
resultant window, click on the Privacy tab (i.e. the
"privacy" label along the top of the page). Any
privacy setting except for "high" can be used.
If you wish to use the “high” privacy setting, then
you can press the Advanced button. On the advanced
settings screen, ensure that the option "Always allow
session cookies" is enabled.
If you are using the Mozilla Firefox browser, then to enable
session cookies you should open the Firefox browser and select
the Tools -> Options menu entry. Now click on
the Privacy padlock on the left and set appropriate
session settings (for example, simply check the “Allow
sites to set cookies” option.
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 won't progress to the next page –
instead it simply redisplays the first page. This is usually
because some sort of caching software (e.g. a proxy server) is
operating at your site to improve the efficiency of your accesses 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 (or to us, so that we can contact 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!
|