SMART Response Support FAQs
For additional help go to www.smartresponsevideos.com to watch application walk-through videos.
- If I delete SMART Response from my device will I lose all of my data? Show/Hide Answer
Your agency’s data resides in the cloud and not on your individual device. The only exception would be if you entered data onto your device while not connected to the Internet—that data is stored locally (on your device) until you connect to the Internet again at which point it is automatically uploaded. The best practice would be to make sure your device is connected to the Internet, confirm on another device that any data entered while offline was uploaded, and then you may delete the app from your device.
- I am getting the message “Email or password is incorrect”, but I know I have the right email/password. Show/Hide Answer
First make sure you don’t have the CAPS LOCK on. Both the email and password fields are case sensitive. Make sure you are entering the email and password in the same case as when you set up your account. If that is not the problem, make sure you have installed the correct version of the App. Use the download links at the bottom of this page. If you are a member of CSRMA use the CSRMA link, if you are not, then use the other link.
- I lost my password. Show/Hide Answer
Click “Forgot your password?” on the log in screen, enter your email address and click submit. You will receive an email prompting you to select a new password. If you change your mind, simply ignore the email and continue to use your password.
- I forgot what email address I used as my log in.? Show/Hide Answer
Contact an individual in your organization who has Administrative access to SMART Response. From their log in they can go to the USERS tab and view the email addresses that are currently registered.
- I am trying to log in but I get the message “No network”. Show/Hide Answer
It is not possible to log in to SMART Response and access your agency’s data when you are not connected to the Internet. In order to use SMART Response offline, you must log in while you are online so that SMART Response can connect you to your agency’s data. Anything you enter while offline will be automatically uploaded to your agency’s SMART Response shared data when you go back online.
- Can I use SMART Response when I am not online? Show/Hide Answer
Yes, but you need to log in while you are online. It is not possible to log in to SMART Response and access your agency’s data when you are not connected to the Internet. In order to use SMART Response offline, you must log in while you are online so that SMART Response can connect you to your agency’s data. Anything you enter while offline will be automatically uploaded to your agency’s SMART Response shared data when you go back online.
- Can more than one user view an incident at the same time? Show/Hide Answer
- Can more than one user edit an incident at the same time? Show/Hide Answer
Technically yes, but in some cases it can cause unexpected behavior. If two people are entering data into the same field at once, the database can get “confused.” With some edits, simultaneous use will work without problems, but with some changes, such as adding a new volume estimation, you may get the message “Another copy exists. Save the current document?” In that case you can choose whether or not to overwrite the other user’s data, but if you do then the changes the other user made may be lost. Best practice is to only have one user edit an incident at a time.
- What is SSO ID? Show/Hide Answer
This is a field you can use if your agency assigns an identification number to SSOs. If not, simply leave the field blank.
- Why isn’t the map on the Field Report working? Show/Hide Answer
Check your device or computer settings and make sure location services are on for SMART Response. Depending on your device you may also need to have location services on for the camera for the SMART Response map feature to work.
- How can I enable location services (mapping)? Show/Hide Answer
Follow the instructions below that correspond to your device:
- Open Settings.
- Select Privacy.
- Select Location Services.
- Move the slider next to SMART Response to the right so it is green.
- Galaxy Note:
- Drag the menu down from the top of the screen
- Click the Location icon so that it turns green.
- Chrome: If you are using the Chrome version of SMART Response on your desktop or laptop, open the Chrome browser and follow these steps:
- Click the Chrome menu on the browser toolbar. The icon is gray and has three horizontal bars.
- Select Settings.
- Click Show advanced settings.
- In the "Privacy" section, click Content settings.
- In the dialog that appears, scroll down to the "Location" section. Either select “Allow all sites to track your physical location” or select “Ask when a site tries to track your physical location” and then click “Manage Exceptions” to make sure the SMART Response app has permission to allow location tracking.
- Why am I seeing different SSO Start Times for the same incident on different computers/devices? Show/Hide Answer
Time is stored in UTC format (sometimes referred to as GMT) and will adjust to the time zone of the device you are using. For example, if you create an incident with a Start Time of 1:00pm in California, and then open that same incident on a computer in New York, the Start Time will show as 4:00pm. The time displayed will be the time the incident happened according to the clock in the computer where the incident is being viewed..
- When I click the microphone icon I am prompted to insert a file instead of make an audio recording. Show/Hide Answer
The audio recording feature only works if your device has a built in audio recorder (such as on an iPad or Galaxy tablet). If you are working on a laptop or desktop you must use a separate audio recorder such as QuickTime (Mac) or Sound Recorder (Windows). Once you have recorded the audio and saved it on your computer, you can click the audio button next to the field you want to enter it into, select the file, and click OPEN.
- Why is the Time Agency was Notified space blank on the Reporting Page? Show/Hide Answer
Go to the Field Report and make sure that there is a Date and Time indicated for each notification. SMART Response will automatically select the earliest notification date/time, so if one of those fields is blank then that is what will be selected.
- Why is the SSO Start/End Time indicated as 7:00 PM? Show/Hide Answer
Once a Start/End Date is selected, SMART Response automatically enters a default time of 7:00 PM for the reporting deadline calculations. Go to the Field Report to enter the correct times and the Reporting Page will be updated automatically.
- Our agency has reporting deadlines in addition to the notifications listed. Can I add them to the SMART App? Show/Hide Answer
While the SMART App does not allow for customization of the notifications, there is a note on the Reporting Page indicating that the user should refer to the Overflow Emergency Response Plan (OERP) for additional reporting requirements. You can add your agency's OERP and/or a page describing additional reporting requirements to the References Page. Click the Walk-through Videos link below for a video tutorial about using the References feature.
- On the XLSX output the Category is listed as Category 1a, 1b or 1c instead of just Category 1. Show/Hide Answer
The distinction indicates the different reporting requirements depending on the characteristics of the Category 1 SSO. All three are considered simply “Category 1” for CIWQS entry. The distinctions are as follows:
- Category 1 “a”: A Category 1 SSO where 50,000 gallons or more reached surface waters and was not recovered.
- Category 1 “b”: A Category 1 SSO greater than or equal to 1,000 gallons that did not reach surface water and/or a drainage channel tributary to surface water.
- Category 1 “c”: A Category 1 SSO less than 1,000 gallons that did not reach surface water and/or a drainage channel tributary to surface water.
- I am working offline and when I try to run a PDF or XLSX report I get the dialogue box that says “Preparing report, please wait...” but the report never runs. Show/Hide Answer
Because the reports access data from the cloud, you need to be online to run reports.
- When I click the link after running a PDF or XLSX report my browser opens but I do not see the report. . Show/Hide Answer
Depending on your device and the device settings, reports might either be directly downloaded or open in an application you have designated to open files of that type. For example on some Galaxy Note tablets, reports will be downloaded directly to your Downloads folder. As another example, you may have identified a PDF application to open all PDF reports.
- I uploaded a video on one device, but cannot see it on another device. Show/Hide Answer
In some cases you may need to refresh the screen. You can do this by clicking on the home icon and then selecting the incident again. Keep in mind that inconsistencies may occur if more than one user is editing an incident simultaneously.
- I uploaded a photo/video, but now I don’t see it in the incident’s photos page. Show/Hide Answer
This may happen when more than one user is editing an incident simultaneously. If it does occur, depending on your device the photo/video may have been automatically saved in your photo gallery. Close the incident on both devices and then reopen it on one. Go to the photos page and click ADD PHOTO/VIDEO and then select CHOOSE EXISTING. You may find the photo/video in your photo gallery. NOTE: this is not a feature on iPads.