In the majority of scenarios, respondent issues are related to user error. A highly recommended strategy is to ask the user to forward an actual screenshot of their issue.
Typical issues and suggested resolutions are as follows:
Administrator unable to log in
When a survey administrator reports an issue with their login, the most likely cause is an incorrect entry of their email or password details. Please ask them to check:
- Is both the email and password accurate?
- Any additional characters included? e.g. spaces
- Has the administrator changed their original password but trying to enter their original password?
If they have forgotten their password, go to ARM and click ‘Send login’. This will forward an email outlining their current login details. Alternatively, they can click ‘Forgot login password?’ online and they will receive an automated new password via email. They can update this new password in the ‘School/centre details’ section on their home page.
Respondent unable to log in
When a survey respondent reports an issue with their login, please ask them:
- What message do you receive when you click on the survey link?
- What message do you receive when you cut and paste the survey link into the address field of your internet browser? Be sure to include the entire link but not any additional characters.
- There may be high security on a work email account or computer. Do you have an alternative email account or computer you could forward the survey to?
Respondent continues to receive survey reminders
If a respondent states they have completed the survey but are still receiving survey reminders, the likely issue will be based around one of the following three reasons:
- The reminder they say they have received was actually received prior to their completing the survey – check date of reminder email and date of survey completion
- They think they completed the survey but did not click ‘Submit’ – they need to go back in and complete it
- They have been registered by the school for two surveys via two different email addresses i.e. work and home – ‘Unsubscribe’ their second email address