Wildnote works hard to deliver software that works smoothly. But sometimes we run into snags. The best way to help us help you and your team is to be prepared with the information we need to get to the solution as quickly as possible. In this article we outline the initial steps to perform and information our support team will ask you when you contact us.

Gather information

Describe the problem the user encountered. Include as many details as possible leading up to the problem including error messages and any other indication of the problem.

First Steps

  1. Supply the user ID (email in Wildnote system), project, and company. 
  2. Identify the level of severity:
    Critical - Data Loss or Work in the field has come to a stop and there is no know work around
    Severe - Work is hampered but there is a workaround
    Annoyance - Work is moving forward, but user is not happy with the interface
  3. Supply platform details
       Mobile or Web
       If mobile
          iOS or Android?
          what version of the app? (see section below on "Device Information")
          If not current version, sync all surveys then upgrade to current version
            {see section below on "Upgrading the Wildnote Version..."}
          If Android clear the cache
      If Web
          Which browser?
  4. If the problem is not solved in step 2, report all of the information to Wildnote Customer Support

Device information

We can look up the device type and so can you. On the web app navigate to the survey list in your project. Look at the data in the "Platform" column. It will read something like "Wildnote v2.2.9(5) | iOS 12.3.1 | iPad Mini 2." See image below.

You can also see the Wildnote version number on your mobile device from the main screen on the Settings menu.

4. Online vs offline status. Was the user connected to the internet? If so, did they have a solid connection?
5. Environment. Was the user outside in the elements such as heat, cold, or wetness?
Updating

Upgrading the Wildnote Version on your Mobile Device

One of the first step the Wildnote support staff will ask you to do is to upgrade the Wildnote version on your mobile device. The reason is that we want the most recent fixes and features installed. Here are the steps

  1. Make sure you have a solid internet connection.
  2. Sync all of the surveys and projects on your device. If you have a weak internet connection you may need to go to each project and sync the surveys one at a time. 
  3. Install the latest version from either the App Store for Apple devices or the Google Play store for Android devices.

Enable Wildnote Survey Data Access

Sometimes it is helpful if the Wildnote support staff can view the data collected in your surveys. Wildnote customer service may ask you to temporarily enable data access in order to explore the problem more deeply. From the company settings check the box labeled "Enable Wildnote Survey Data Access."

Note, Your data is yours and you should only share the data if you are comfortable. Wildnote will not use the data for their own purposes nor share the data with anyone else.

Did this answer your question?