We recently started our second wave of data collection using Ethica, but have been experiencing quite a few issues with the triggering of surveys (which we did not during the first wave in the Fall of 2019).
For instance, our background questionnaire, which should be triggered minutes after registering to the study, is not automatically delivered in about 10% of the cases (which means that we have to trigger it ourselves).
Another issue that we have been experiencing is that sometimes across the period of data collection, the surveys stop triggering. This issue does not seem to be limited to a specific type of phone (Huawei).
Could you perhaps take a look at what’s going wrong for our study? It concerns study #1043. Most recently, we got a message from user #15548 that they did not receive our evening questionnaire (#5839) yesterday and the day before, and also not the day questionnaire this morning (#5359).
I hope you can help me figure out what’s going wrong as, as you can imagine, the issues have had quite an effect no our data collection.