Troubleshooting and FAQs

Find answers to common problems encountered.

Johannes Kresling avatar Mary Francis avatar Nathan Connors avatar
16 articles in this collection
Written by Johannes Kresling, Mary Francis, and Nathan Connors

Why do I get an error when I am trying to download a docx file from participants?

Word documents uploaded with the .docx extension by participants through the survey file upload might through an XML error. Here is why
Johannes Kresling avatar
Written by Johannes Kresling
Updated over a week ago

Want to preview a draft project ?

How can I give permission for someone to review or have a sneak peak at my draft project before I publish ?
Mary Francis avatar
Written by Mary Francis
Updated over a week ago

Glossary of all transactional emails sent by EHQ

The full list of email notifications that are generated by EHQ
Mary Francis avatar
Written by Mary Francis
Updated over a week ago

Can I change the words on my survey or form submit button?

Looking to change the wording on the button that submits a survey? While you can't do that, understanding how the button works will help!
Johannes Kresling avatar
Written by Johannes Kresling
Updated over a week ago

My Campaign Monitor List is showing less than my EHQ Participant List

If you are using our Campaign Monitor Integration, you might notice there is a difference in numbers between the two lists. Here is why.
Johannes Kresling avatar
Written by Johannes Kresling
Updated over a week ago

Troubleshoot: EHQ tells me my filename is invalid

Get an error message that your filename (file name) for images, videos or documents is invalid? See this for help.
Johannes Kresling avatar
Written by Johannes Kresling
Updated over a week ago

What are the file types and sizes supported on EHQ?

Understand which files and what size is supported on our platform.
Mary Francis avatar
Written by Mary Francis
Updated over a week ago

Why are my photos/images appearing upside down?

Find out why your images aren't appearing correctly and how to fix it.
Nathan Connors avatar
Written by Nathan Connors
Updated over a week ago

My file isn't uploading to the platform

Use these tips to help rectify commonly seen errors while uploading a document or image.
Mary Francis avatar
Written by Mary Francis
Updated over a week ago

Vimeo files aren't working in the video gallery

Find alternative to using Vimeo videos in EngagementHQ.
Nathan Connors avatar
Written by Nathan Connors
Updated over a week ago

Quick checklist to use prior to the decommission of your site

Understand the activities to complete prior to closing down your site.
Mary Francis avatar
Written by Mary Francis
Updated over a week ago

SSL certificates with EHQ

FAQs on SSL and EV SSL certificates with EHQ.
Mary Francis avatar
Written by Mary Francis
Updated over a week ago

Where to get the costing information for EHQ products ?

Understand how to get in touch to purchase a license or renew your EHQ price plans.
Mary Francis avatar
Written by Mary Francis
Updated over a week ago

What data is used when my project is shared on Facebook ?

Know what information is used from your project when shared on Facebook.
Mary Francis avatar
Written by Mary Francis
Updated over a week ago

When can participants upload files?

Use tools like Places, Stories and Surveys to enable participants to upload files.
Mary Francis avatar
Written by Mary Francis
Updated over a week ago

Our Support Phone Numbers

Our phone numbers in case you need to reach us urgently.
Nathan Connors avatar
Written by Nathan Connors
Updated over a week ago