Issues with recent update and uploading data

[lhuybreg]

Hi all,

We received messages from Burkina Faso that enumerator teams are unable to upload their interviews today. There was an update today, which they said they downloaded.

1. They restarted the tablet
2. They got the message: " A new version of interviewer exists, please update the version" (sorry I translate from French)
3. They clicked on the ‘update’ button, after which a message shows “Download in progress, please wait…(100%)” but nothing changes.

So the new version seems to have been downloaded but they are unable to install. When checking the version it says 19.11.1 (previous version) instead of 19.12.1.

Can anyone provide any tips on how to get the new version installed? Maybe the tablet needs to receive authorization from the user to have the upgrade installed, but no message/request is triggered. We did not encounter this issue with previous updates.

Tablets are Samsung TAB A. I understand that no support is offered on tablet-specific questions, but we have 20 enumerator teams that are stuck and we need their data to be preoloaded for followup interviews over the coming days. So kind of desperate… Many thanks,
Lieven

[higino]

Hi all,
We are facing the same problem in Mozambique. The enumerator teams are unable to send/receive their interviews. They spent all day trying to send but without success.

Best,

Higino

[ashwinikalantri]

We have the same issue. The in-app update is broken.

A workaround is to manually downloading the interviewer app from your deployment of the my SS website and installing it. This worked for us.

Ashwini

[higino]

Hello Ashwini,

We tried it and worked. Thanks a lot.

Higino

[brendakok88]

Dear Ashwini,

Thank you for your reply. Could you give a step-way approach for this manual download? How to access the SS website? Unfortunately, I am not familiar with this.

Many thanks in advance,

Kind regards,
Brenda

[ashwinikalantri]

You need to look for the Get Interviewer App link in the footer.

And then click on Download Latest Interviewer App. Then install it. This will update the app to the latest version.

[sergiy]

See also the following post from July:

Problems with updating Survey Solutions

Some of the users have reported the inability to update the Interviewer app from within the application. The symptom that we observe in this case is that after the download of the newer version successfully completes the Android OS doesn’t ask for confirmation that the user indeed wants to update the application. Instead the application restarts and the older version opens (with or without any error message). If this happens and you need to update the Interviewer App, then: Download the Inte…

[some_henri]

Hello Sergiy,
Thank you for your solution. It worked.
Henri

[lhuybreg]

Many thanks, Ashwini, Sergiy, for the swift replies!