Troubleshooting
The Surveys tab is not there
- Is the module enabled in Settings → Manage Modules?
- Do you hold the Surveys permission?
- Are you on the main database? Inside a tenant workspace the tab is hidden by design.
I published a survey and nobody is being prompted
- Is its status Published rather than Draft?
- Is today inside its start/end window?
- Do the user-type and tenant filters actually match the people you have in mind? Blank means everyone; a filter that matches nobody means nobody.
- Have they already answered this version? Check Responses.
- Are they viewing through a support-access session? Prompts are suppressed there.
- Are they — or are you, while testing — signed in on the main platform database? Those users are deliberately never prompted. Sign in to a tenant workspace to see it.
- Give it a moment — pending prompts are cached briefly, so a brand-new survey can take a few minutes to reach someone already signed in.
The prompt keeps coming back
An optional survey returns after the snooze window and again after the cooldown, until the user answers it, opts out, or the impression ceiling is reached. A required survey returns only if the version was bumped.
“I Agree” is greyed out
The message has not been scrolled to the end. This is deliberate — people should have had the chance to read what they are agreeing to. I Disagree is never gated.
A user cannot dismiss a required prompt
That is the intended behaviour. They can answer either way and it will stop. If a required survey was published by mistake, archive it — prompting stops immediately.
Mobile rating submissions started returning 404
The module has been switched off. It owns POST /v1/api/me/app-rating, so disabling
it hides that endpoint from mobile clients.
Names are missing on older response rows
The responder snapshot is written at the moment of answering. Rows created before an upgrade, or by a user whose profile carried no name, show the user id instead.
Frequently asked
Can a tenant admin create surveys for their own staff?
Yes, and it is switched on out of the box. A tenant administrator authors in their own workspace, and those surveys reach only their own people. The platform operator can withdraw the capability at Survey Settings → Tenant Policy → Let tenants create their own surveys. Publishing required (blocking) surveys is a separate switch, and it is also on out of the box — so a tenant administrator can publish a consent wall to their own staff without asking. The two are cumulative: required does nothing while authoring is off. If you would rather approve blocking prompts yourself, switch Let tenants publish REQUIRED (blocking) surveys off and it stays off.
Will a survey reach the mobile app?
Yes. The prompt queue is served over the End-User API, so the Syntry app shows the same pending surveys as the web. Enable Send survey prompts to the mobile app in Survey Settings → Tenant Policy — that one ships off, so the operator opts in.
What happens to responses if I delete a survey?
Deleting is a soft delete and the ledger rows remain. Consent evidence is not something a UI action should be able to erase.
Can I export the responses?
Yes — the Responses and Rating Details lists both have the standard Excel export button. One caveat worth knowing before you rely on it: these listings page on the server, so the browser only ever holds the page you are looking at, and that is all the export contains. Raise the page-length selector before exporting if you need more rows.
Does declining lock the user out?
No. Declining is recorded and the prompt stops. If a decline should have consequences, that is a policy decision for your organisation to act on using the ledger.
Do I need to bump the version for a typo?
No. Bump only when the obligation genuinely changes, or when you want a fresh annual acknowledgement — it re-asks everyone.
Glossary
| Term | Meaning |
|---|---|
| Enforcement | Optional or Required — the setting that decides how the prompt behaves. |
| Version | Bumping it invalidates prior answers and re-asks everyone. |
| Content hash | A fingerprint of the message as published, stored on every response. |
| Ledger | The append-only response record. |
| Snooze | Server-side “ask me later” deadline. |
| Opt out | The user’s permanent “don’t ask again” for that survey. |
Still stuck?
Contact the ERPat Team. Useful details: the survey title and version, the affected user’s tenant, and whether they are on the web app or mobile.