Frequently Asked Questions

Frequently Asked Questions

This article will cover frequently asked about EyeQuestion. It's worth noting that certain topics mentioned in the following article will be discussed in more detail in other articles within our knowledge base.

1. How to create a e-learning account?

To get started with EyeQuestion we offer a free e-learning site for the users of our software. This site gives you entrance to an interactive learning environment where you can find courses to help you get familiar with the EyeQuestion. On this site you can also subscribe to webinars and onsite training days, where you can expand your knowledge about EyeQuestion and sensory research in general. To have acces to this e-learning you need to have an account.  If you would like to create an account, you need to go to the e-learning site and fill in a request form: https://elearn.eyequestion.nl/




Here you will be greeted by a welcome screen where you need to fill in the following details: your name, your email, and your company name. After clicking sent you will receive a conformation message at the bottom of the page. 

You have now successfully requested an e-learning account and you will receive the details to log-in from one of our support colleagues. The credentials will be sent via mail.

2. I cannot log-in into EyeQuestion (blocked user/account)

There might be some situations where a user or panelist account cannot get access to EyeQuestion. This could be due to the account being blocked. As a User Manager or Panel Manager, you can verify this by going to the User Management or Panelist Management tab in the EyeQuestion and check if whether there is a lock icon next to the account experiencing the problem.

 
 
To unlock a user or a panellist, click on the edit button and toggle the locked button from one to off.




Now the user/panellist can log-in again with their original credentials. But be aware if the user/panellist uses a wrong password after trying to login, their account will get locked again (normally the account is locked after 3 wrong attempts). 
If the passoword is forgotten, the user/panellist can request a new password by clicking the forgot password option.




If you are still having problems with your account, you can contact us at our support mail (support@eyequestion.nl). 

3. How to send a question/report an issue to the EyeQuestion support team

There are multiple ways to contact our support team. 
  1. You can visit our support page at https://eyequestion.nl/support/  


Here you can find our contact information and other support related tickets. If you have a specific question you can submit a request using the submit button and fill out the details in the screen. 




Complete the necessary information to submit your request. If your question is related to a specific project, please include either the name of your project or attach the project ZIP file to your request. You can download the zip file of your project by going to export and choose the zipped project file and click download.



  1. Another way to contact our support team is via email at support@eyequestion.nl. 
When encountering specific issues with our software, we need as many details as possible to quickly investigate this issue. The following details are  particularly very important when troubleshooting an issue:
  1. The project name;
  2. Time and date of the issue;
  3. Screenshot(s);
  4. The system logs (on-premise only).

4. How to set up the 'other' option in your question?

You can add the 'other' option for multiple answer question types, where respondents can add their own answer option. Below we will explain how to set this up within your question answer options:
1. First click on the lock icon when you have added the question. 

2. Then the numbers behind the items options of your question will be turning blue:



3. Now you can adjust the number behind the other option and add 'other' (make sure that you do not use capital letters and write it like below). 


5. Where does the 'enter code' message  comes from?

When starting/previewing a questionnaire you can be asked by an enter code message at the start of your questionnaire. 


This message is linked with the runtime options in the design tab. Runtime options are settings that specify how the design is used throughout the project. In most cases the project template contains the correct runtime options for the project you selected. Runtime options can be found in the design of your project.

6. How to change a questionnaire that is already deployed? 

There might be situations in where you want to make changes in an already deployed questionnaire (when a project is deployed you cannot make any more changes to the project). You can check the status of your project in the deploy tab in your project tab.





You can notice when the project is deployed there are 3 links available and there is also an undeploy button at the button of the page. By clicking this button you can undeploy the project again and are able to make changes in the project again.  

If you have already collected data, then you can not undeploy the project directly, however, there are two methods you can still modify your project:
  1. If data is already collected, and this data can be deleted
 Remove all sessions, undeploy the project and make the desired changes to your questionnaire. Deploy again and you are able to collect new data.

  1. If data is already collect, but cannot be removed:
In this situation you need make a request to our support team  to enable the 'redeploy' functionality in your system. This functionality makes it possible to redeploy a project after it has been deployed and data has been collected.

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