Then provide the following information:
2. Identify the problem
Are icons missing?
Is the participant able to access the surveys?
Are notifications alerting correctly?
3. Identify Users
mEMA Account Holder and Admin Email Address
Screen Name and Mobile Code of all participants experiencing the problem
The device model and operating system (OSX) each participant is using
The survey or surveys with the problem
The date and time the problem began
Troubleshooting steps you have taken
4. Step by step details
Explain each step the participant has taken during the attempt to respond to the survey
Include screenshots of the step by step process, particularly of the point at which the issue comes up
5. Submit your ticket
Complete the message and press submit
Note: If a problem is inconsistent (for example if some participants are experiencing the issue and some not, or if the issue comes and goes) it is likely not a bug, or problem with the software, but with the way it is setup. When a bug shows up it is consistent across all participants using the same device and operating system, even if they are assigned different surveys.