Troubleshooting & FAQs · Everyone
Administrator troubleshooting checklist
Diagnose common access, saving, feedback, progress, and export problems using the relevant settings.
Start with the exact context
Identify the survey, round, question or matrix cell, user role, browser, and exact error. Reproduce the issue with a test-only participant when possible. Avoid changing the live study structure while investigating.
| Symptom | Check first |
|---|---|
| Participant access denied | Open status, correct link, participant-group membership, response limit, and account allowance. |
| Email not received | Address, recipient filters, opt-out, history, junk/quarantine. |
| Feedback not visible | Saved answer, consensus method, relevant round, minimum-answer threshold, tabs, and statistic visibility. |
| Progress incomplete | Include in Progress, optional items, skipped or hidden inputs, matrix cells, and adaptive additions. |
| Counts differ | Same round and item, valid ratings, virtual non-ratings, tests, copied answers, and revisions. |
| Unexpected branching | Question checkbox, condition, rule order, first matching rule, target page or survey. |
| Missing export fields | Report type, question/round selection, empty columns, and open-text versus quantitative reports. |
| Keyboard or mobile issue | Current theme, custom CSS/scripts, matrix density, popup/focus behavior, footer overlap. |
Resolve without destroying data
Make a copy of relevant exports and settings before changes. Use a closed test project or test-only records to confirm the fix. Do not reset privacy, delete rounds, remove group members, or change question types as an exploratory troubleshooting step.
If the issue requires Calibrum, include the technical context and the smallest reproducible example. Do not include passwords, verification codes, or unrelated participant data.
Separate research and platform questions
Your study team determines eligibility, wording, consensus criteria, and the scientific meaning of results. Calibrum can help with platform behavior and configuration. Participants should normally contact the study team first, because it controls access and can see the study context.