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What do I do if I can't find an answer in Home?

Check what to do if an answer doesn't show up in the Home section of DataScope's Web Platform.

Written by Jessica Franco

If an answer doesn't show up in the Home section of the Web Platform, check the following points.

📅 1. Widen the date range

Answers show up in Home based on the sync date and time.

If you can't find an answer using a specific date, try a wider range and then apply the other filters.

For example:

  1. Select a wider date range.

  2. Search for the corresponding form.

  3. Apply other filters, such as user, status, place, or question.

  4. Check the results.

💡 Tip: if you're not sure when the answer synced, start with a wide date range and narrow it down progressively.

🔄 2. Check that the answer has synced

If the answer was submitted from the app, it needs to sync with the Web Platform before it shows up with all its information in Home.

When an answer is still pending sync, it may not appear in Home, or some of its data may not be available yet.

Syncing normally happens automatically when the device regains an internet connection.

See: How do answers sync in DataScope?

📱 3. If the answer is pending sync

If the answer remains pending in the app, check that:

  • The device has an internet connection.

  • The DataScope app is open and working correctly.

  • The answer appears under My History.

  • The sync can complete correctly.

If the answer remains pending, you can try a manual sync.

See: How do I sync pending answers?

🔎 4. Check the filters applied in Home

A filter can prevent an answer from showing up in the results.

If you can't find the answer, try temporarily removing some filters and running a new search.

Check especially:

  • Date

  • Form

  • User

  • Place

  • Status

  • Question name

  • Result

See: How do I search and filter answers from the Web Platform?

🌐 5. Make sure you're searching in the correct account

If you have access to more than one DataScope account, check that you've logged in to the account where the answer was submitted.

Also check that your user has the necessary permissions to access the answers.

❓ Still can't find the answer?

If after checking these points you still can't find the answer, contact DataScope's Support team through the Web Platform's chat.

To help us assist you faster, provide:

  • The form's name.

  • The approximate date the answer was submitted.

  • The user who submitted it.

  • The device used.

  • The answer's code, if you have it.

  • A screenshot, if possible.

📌 Remember

An answer submitted from the app needs to sync with DataScope before it can be correctly displayed on the Web Platform.

If it doesn't show up, first check the sync status, the date range, and the applied filters.

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