Troubleshooting

Articles

Devices Won't Connect to iCapture Back Office to Upload Captures
If you are unable to get your device to connect to the iCapture servers and upload your captures do the following: Launch iCapture and enter Install Code 2DEB23 Begin to capture using the Questionnaire name "Quick Remote Fix" ...
Captured Images Not Available in the Back Office After Uploading
If after uploading captures to your Back Office and the link in the downloaded spreadsheet doesn't have an image try the following: Ensure that your device is not going to sleep or being locked while uploading.  ...
Data is missing from my Constant Contact list
Be sure to add a List Assignment to your questionnaire. List assignments must be made BEFORE data is captured in order for us to push your captured data directly to Constant Contact. Log in to your Back Office Click Manag...
Data is missing from iCapture Back Office
If your recent captures are not showing up in your Back Office, 99% of the time, the data is still being held on your device due to a lack of internet connection. Follow the steps below to quickly troubleshoot and access your captures...
Downloaded data is not formatted correctly in Excel
When opening your data file in Excel and all the data is in the first cell, Excel did not open it using the "," as the delimiter. To have Excel open the file using the "," as the delimiter try the following. Solution 1 ...
How Do I Delete My Test Captures
Nothing is ever truly deleted from iCapture, just archived. In order to get a clean copy of your questionnaire to use at your event first create a copy of the questionnaire and then archive the original. To complete this do the following: Step...
 Captures Waiting to Upload on the iCapture App
How to Get Your Device to Send your Captures to iCapture Make sure your device has an active internet connection.   Launch the iCapture app Look at the top right next to 'Captures Waiting to Upload' on the iCapture Main...
How to exit Kiosk Mode on an iPad
In order to exit Kiosk mode on your iPad do the following: Touch the top RIGHT of the capture screen Touch the top LEFT of the capture screen Enter the Admin password you used when you setup Kiosk Mode. If you did not change the pa...
iCapture won't launch on a 1st generation iPad
Issue:  iCapture won't launch on a 1st generation iPad Solutions:   Continue trying to launch the application, eventually iCapture will launch and behave as expected. OR: Use a supported device. See related artic...
iPad's Screen Locks after 15 Minutes In Kiosk Mode With Microsoft Exchange Installed
Issue: The screen locks after 15 minutes on an iPad in Kiosk mode when set to Never Lock in the Settings>General>Auto-L ock Detail: You have a corporate profile installed (Email setup through corporate Exchange server) Solution...
Screensaver Background Image Shifts When Viewed On Tablet
Issue: The background image for the screen saver appears correctly in the Back Office, but shifts when viewed on a tablet Details: The background image is larger than 1024x768 pixels and/or has a long filename (background_image_2-3-15_2-19-...
 Server and Capture date are incorrectly formatted when opening downloaded data
If you download your .csv file the dates under ServerDate and CaptureDate are incorrect do the following. Note: the data is correct, it just had the incorrect formatting applied in Excel Open the .csv file in Microsoft Excel ...
Share your Internet connection with Personal Hotspot on Android
If you're not in range of a Wi-Fi network, you may still be able to get on the Internet with an Android device by setting up a Personal Hotspot. A Personal Hotspot lets you share the cellular data connection of your Android phone. No...
Share your Internet connection with Personal Hotspot on iPhone
If you're not in range of a Wi-Fi network, you can still get on the Internet with an iPad, iPod touch, or a computer by setting up a Personal Hotspot. A Personal Hotspot lets you share the cellular data connection of your iPhone or iPad ...
Submit button does not work on Phone
Issue : Submit button does not work on phone Details: The first question in your questionnaire is a Image Slideshow. Solution: Create a copy of the questionnaire and remove the slide show from the first question then re-install the qu...
Troubleshooting the iCapture App on Apple Devices
If the iCapture application won't launch, crashes or has unexpected behavior try the following to resolve the issue. 1. Ensure that your device is connected to the internet for it's first launch  2. Put your device ...
Where do I get my install code?
An Install Code is used to load your Questionnaire from the iCapture server to your device. Install codes are emailed to the email on file. To get an Install Code:      1.  Log in to your iCapture Back Office   &...
2 Leads Created When Sending Data to Salesforce
We are currently tracking an issue where if you use the following in your list assignment there are 2 leads created in your lead object.  -- ALL CAPTURES    »     List: Add lead     De-Duplication...
How to side load iCapture on a Android device
If you get an error message that iCapture is not compatible with your device, you can try to side load iCapture. To side load iCapture do the following: On your device that you want to install iCapture on do the following: Go to Set...
Windows iCapture app crashes while capturing
The iCapture Windows app does not support the following Power & Enterprise features and will cause the app to crash.  Append Notes Using Free-Form mode under Settings of the questionnaire. Replace the Append Notes question type with a ...