Not every computer,
mobile or tablet is created equal. Not everyone’s internet connection is the
same. Here are a few suggestions that may help if you’re having problems taking
If you can’t find the help you need here, email us at
firstname.lastname@example.org or in Australia call 1300 55 34 54 between 9am-5pm
AEST Monday to Friday.
What software do I
need if taking the survey on my computer?
How much bandwidth will
How much of my data allowance
will a survey use?
I’m failing the
Connection speed test in System Check
The Survey has
stopped or freezes on my computer
I’m using the App and
the Survey has stopped. What should I do?
I get a message on my iOS App saying, “Retrieving
Questions” but nothing happens. What should I do?
I’m having trouble on an early version of
Do I have to start
the survey when it launches?
I was told I would
receive an incentive but nothing has arrived. What should I do?
I’m receiving a
System Error message on my computer
What software do I need if taking the
survey on my computer?
Before taking on one of our surveys, we recommend you make
sure your software is up to date. We’re talking about free software that you’ll
Web Browser. We recommend Internet Explorer
(http://www.microsoft.com/windows/internet-explorer/default.aspx) or Mozilla
Flash Player It’s used to display the features you use. You
can get it here www.adobe.com
How much bandwidth will I need?
The streaming nature of our surveys does require decent and
more consistent bandwidth (connection speed). Bandwidth speeds can fluctuate
depending on the time of day and the number of people who are online or using a
3G or wifi connection, as well as the distance between you and the closest
telephone exchange. This is often a
problem even if you are running the fastest possible broadband connection.
If your survey does slow perhaps “leave it and try again
later”….when the neighbourhood is not downloading the latest episode of their favourite
TV show. Often we find people can complete the survey at another time.
How much of my data allowance will a survey use?
That depends on what the survey involves and the duration.
For instance, if the survey contains audio and video content then the data requirements
will be higher. As a guide only, for a typical 10 minute music survey you will use
about 3 meg of your data download.
I’m failing the Connection speed test in
These Checks only apply to some of our surveys. Similarly if
you are failing the connection speed test that was setup before a survey then
it means your current internet speed is not sufficient for the survey to run
successfully. The minimum requirements are 64kpbs upload speed and 256kpbs
You could try running the system check again, at a different
time, to see if it was heavy traffic causing your speed to slow. If that fails,
then it would appear your internet speed is not currently sufficient for the
survey to run successfully.
The Survey has stopped or freezes on my
There are various reasons that can cause a survey to freeze
(think of it like when you’re watching something on You Tube and it just hangs
there) If that happens, close your browser, go back to the email we sent you
and click on the survey link. If your connection has returned to normal you
should start back at the beginning of the last question you were answering.
I’m using the App and the Survey has stopped.
What should I do?
The likely cause is a loss of connection to our servers. The most common reason is a loss of your wifi
or 3G connection. Even if it’s a brief
drop out it can have an effect. Perhaps leave the survey for a while and when
you’re in better range of a better connection launch the App and try again.
I get a message on my iOS App
saying, “Retrieving Questions” but nothing happens. What should I do?
many App glitches or lock ups can be fixed by completely closing and then
relaunching the App. This link explains the process.... http://imacify.com/2011/10/how-to-close-iphone-apps-running-in-the-background/
I’m having trouble
on an early version of the iPhone
Apple is now only supporting iOS version 4.3 and up. In other words, if you are
running an iOS version below 4.3 you won't be receiving our latest updates or
Do I have to start the survey when it launches?
You can complete the survey anytime between the start and
close time. You are not required to
complete the survey in one sitting. You
can close the survey at anytime and come back later, starting where you left
I was told I would receive an incentive but
nothing has arrived. What should I do?
Send an email to us at email@example.com. Supply
your name, phone number and the date of the survey you participated in. A
representative from the Airtime team will contact you directly.
I’m receiving a System Error message on my
Are you able to provide us with a screen shot of the error
message you receive? If not can you copy and paste the text in the error
message and send it to us.
How to take a Screen
1. Press the Print
Screen key on your keyboard. It may be
2. Open an image
editing program, such as Microsoft Paint.
3. Go to the Edit
menu and choose Paste. Alternatively,
you can click into the white space and, while holding down the Ctrl key, tap
the V key.
4. If prompted to
enlarge the image, choose Yes.
5. Optional: Use
your image editor’s crop tool to crop out unnecessary portions of the screen
6. Go to the File
menu and choose Save As.
7. Navigate to
the folder where you want to save the image.
8. Type a file
name for the image.
9. Select the
file type. Usually JPEG or BMP is best.
10. Click the Save button.
· On a Mac,
hold down the Apple, Shift and 3 keys.
systems usually come with a free screen capture utility. For example, you can find one under the KDE
You have now successfully taken a screen shot. If you want to send your image to us, simply
attach the image file that you just saved to an email.