Publishing Errors

Publishing Errors

If you are not seeing the report in the Impirica Portal, or the Impirica App has a red dot on the pending button, you need to take action to ensure the assessment can sync.
Notes
The most common reason the Impirica App has a pending assessment issue is due to Wi-Fi connectivity.
Warning
NEVER delete the Impirica app without the express consent of Impirica. Deleting the Impirica app could result in the loss of assessment data!

Troubleshooting steps:

Wi-Fi Connectivity:

  1. Confirm your tablet is connected to Wi-Fi. This can be checked by:
    1. Ensure the Wi-Fi icon at the top right corner does not have a slash through it.
    2. Your tablet's settings showing the name of the Wi-Fi network or notification panel showing the appropriate connectivity icon.
      1. Your settings and notification panel will depend on your device type.
  2. If your tablet is connected to Wi-Fi, turn off Wi-Fi and reconnect it, then attempt to submit the assessment again from the pending screen.
  3. If you suspect there are issues with your current Wi-Fi connection, try connecting to a different Wi-Fi network or use a hotspot from your phone.

Merging:

  1. If there is a merge button on the pending screen, this means there is a duplicate participant with an open session detected. Please follow the in-app merge instructions to resolve the issue. 

Publishing errors occurred when tapping on the submit button:

If you have already completed the above steps to check for Wi-Fi and merge issues, please follow these instructions.
  1. Close the Impirica App. If the app reopens on a screen that is not the main loading screen, followed by the dataset screen, the app did not shut down.
  2. Reopen the Impirica App.
  3. Navigate to the pending screen and tap on "Submit".
If the assessment still fails to submit, please continue with the following instructions:
  1. Close the Impirica app. If the app reopens on a screen that is not the main loading screen, followed by the dataset screen, the app did not shut down.
  2. Power down the tablet and wait 10 seconds.
  3. Power the tablet back on and reopen the Impirica app.
  4. Navigate to the dataset and participant.
  5. Tap on edit for the assessment that is not submitting.
  6. Save the assessment.
  7. Navigate to the pending screen and tap on "Submit".
If none of the above steps work, contact Impirica Support and provide the following information for further troubleshooting:
  1. Web ID if available.
  2. Screenshot of the pending screen with any personal information redacted.
  3. From the support screen, select "Diagnostics".
    1. Note down the Impirica app version number.
    2. Send the app storage and the logs using the buttons and note down the time it was submitted.
Notes
If sending the app storage or logs is failing, this means there is likely an issue with the Wi-Fi or firewall settings. Please try a different Wi-Fi connection and attempt to submit the pending assessment again.
If you have any questions or require additional assistance, please contact us! 
  1. Submit a ticket by clicking "Add Ticket" at the top right of the page.
  2. Use our chatbot by clicking “Need Help” at the bottom right of the page.
  3. Send us an email at [email protected]
  4. Call us at 1-855-365-3748 ext. 1.

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