Here are the most common reasons why you may not see any responses in HappyOrNot Analytics. For information on why an email report might be empty, see Why is my email report empty?
The Smileys product is not connected to the network
The Smileys product relies on a local network connection to upload its results to HappyOrNot Analytics. If the connection fails, the results will not appear in Analytics.
→ Manually restarting the device will usually fix the issue. For more information, read Restart Smiley Terminal or Manually restart Smiley Touch.
The survey was not active during the selected time period.
If the survey was not active during the time period you have selected, the widgets will not show any results. This can happen when:
- The survey was not active during the time period at all. For example, you are looking at the last month view for a survey that started only this month.
- You have applied filters that select time of day or weekday when the survey is not active.
→ Make sure that the selected time period contains an active survey question and that that the survey settings (time zone, opening hours, active weekdays) are correct. For more information, read Filter results in Analytics and Change opening times.
The Smileys product has been associated with the wrong experience point
A survey report will only show feedback collected in the experience points associated with it. If the Smileys product is not associated with the correct experience point, the feedback it collects will not be visible in the surveys.
→ Go to Admin > Experience Points and make sure that the serial number for the default smileys product associated with the experience point is correct. For more information, read How to find the serial number and model of Smiley Touch and How to find the serial number of Smiley Terminal
No feedback was given during the selected time period
If no buttons were pressed during the selected time period, the reports will not show any data.
→ Make sure that your Smileys are located so that they catch your customers' attention. For more information, read Get more feedback.
The Smiley Terminal has not yet uploaded the results
Smiley Terminals usually send the responses to HappyOrNot Analytics once a day. Depending on the location's opening hours, the reports for a given day will typically be available in Analytics the next morning at the latest. Sometimes, however, the delivery may be delayed. For example, mobile network issues may prevent sending the collected feedback to Analytics in time. In such a case, the feedback data is sent once the network connection is established again.
→ Try again later. If the issue persists for over 24 hours, please contact HappyOrNot Support.
The Smiley Terminal or Smiley Touch has run out of power
Smiley Terminal cannot collect or send responses if the batteries are drained or damaged. It is also possible that the batteries have lost contact if the terminal was pushed or moved.
Smiley Touch will turn off if it's been unplugged for 6-10 hours or if it's not receiving enough power.
→ Smiley Terminal: When pressing a smiley, you should hear a sound and see a flashing light. If there is no sound or light, ensure that the batteries are properly inserted into the battery holder and that they are not damaged. If the batteries seem to be drained, please replace them. If the issue persists, please contact HappyOrNot Support. Formore information, read Replace Smiley Terminal batteries.
→ Smiley Touch: Check that the power cord for the Smiley Touch is plugged in and the power outlet is working. Ensure that you are using the original HappyOrNot cables and charger provided with your Smiley Touch, and that the cables are tightly connected. If the original cable is not long enough to reach the wall socket, please do not replace it with a longer USB cable. Instead, use an actual extension cord to provide power. For more information, read What to do when your Smiley Touch does not start / turn on properly .