EL Survey Support Request Form

App and Portal FAQs

Below is a list of FAQs for the app and portal.  We will add more to this moving forward and will start the process of a knowledge base for EL based on support requests.

A modern 4G or 5G connection or a minimum of 10 MB download/10MB upload is recommended

You can check your speed through the Ookla app or website – https://www.speedtest.net/

You should be using an iPad Air or larger device.  iPad mini devices will work but will have both visual as well as processing errors based on their processing power

NO.  However three years is the recommended life cycle for an iPad device being used for enterprise applications.

The bare minimum memory usage for this applcation is 512 GB of RAM.  If this is a personal device that has a lot of apps and personal items like images and songs, etc then 1TB is the recommended base device size.

It is not advised that any enterprise application be deployed to a personal device shared with family. Games, photo applications, email and messaging tools – especially social media applications are all MEMORY HOGS.

The application will automatically go into offline mode when working on machine details.  While in the main view and display screens offline is optional.  IT IS RECOMMENDED TO ALWAYS USE OFFLINE MODE except when downloading or uploading data.

YES.  Facility network speeds are unknown and it is best to use Offline mode at all times while in a facility performing surveys.

YOU CAN NEVER SAVE ENOUGH.  Although the application has built in autosave tools it is NEVER a good idea to rely on that.  Always save your work often to avoid data loss.

It is recommended that the timeout settings for your devices be set and no less than 15 minutes and 30 minutes is recommended.

To change the screen timeout on an iPad, you can do the following: 

  1. Open the Settings app, which looks like a gray gear icon
  2. Tap Display & Brightness
  3. Tap Auto-Lock
  4. Select a time interval from the options, which range from 30 seconds to 15 minutes

Not all changes save to the server because of the nature of the amount of data processed.  It is CRUCIAL TO GO TO THE MAIN SCREEN AND choose to UPLOAD TO SERVER option to send data from your device to the server.  DO THIS BEFORE EVERY APP UPDATE AND AS OFTEN AS YOU CAN TO AVOID DATA GETTING STUCK ON YOUR DEVICE DATABASE.

YES.  The new application has a command on the main screen to download all data for a particular client.  This will override and delete all data for that client from your local device with data from the server.  DO THIS ONLY TO CLEAN UP YOUR LOCAL DATA. THIS WILL DELETE AND REMOVE LOCAL DATA.  A warning is provided on this command.

YES.  Fill out the support form on this page to submit a ticket related to an issue being experienced.

Phone and text-based support is not financially cost-effective for EL.  Additionally this application is not one that can be fixed real-time or even within hours due to the nature of the amount of data and process of reviewing logs.

The nature of this application is not real-time nor is support.  Changes can not be made real-time to impact your on-site visit to a client.  If you experience an issue that does not allow you to survey, please perform any manual note taking and image captures and the new portal allows for the entry of surveys via a web interface and/or you can use the application once your specific issue is addressed.

This is not done to frustrate but rather to provide as much detail to the support staff as possible to effect a good resolution.

YES.  The new portal allows every piece of survey functionality with the exception of image annotation.  At present the image annotation is being worked on and is the last piece of the new portal functionality.  But a full survey including save and copy functions can be done on the portal via the existing portal web interface.