Install Issues

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4 weeks ago
ReydeCastro
New Contributor II

I downloaded version Survey123Connect_x64_3_12_232 this morning.  I successfully installed it but running the app is a different issue. The software starts with a blank splash screen and stays that way.  I reinstalled it a couple of times without any luck.  Any ideas?

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Philip-Wilson
Esri Frequent Contributor

Hi @ReydeCastro,

Please note that Windows 7 is no longer supported with Survey123 3.12 or above. Refer to https://doc.arcgis.com/en/survey123/faq/systemrequirements.htm#ESRI_SECTION1_5C924E609FBC4F6683B5FB9... for system requirements.

I believe the problem you are seeing is the related to the rendering engine in use via remote desktop access via Citrix. Note that Connect and field app may continue to still work on Windows 7 for most features, but as it is not supported now, as Microsoft no longer supports Windows 7 also, no further bug fixes or enhancements for Windows 7 will be made.

You can try launch the app using a different rendering engine to switch between using the OpenGL and Angle rendering engines used by the graphics card if supported. This can help test which rendering engine is working with the current graphics card and drivers installed. Please refer to the details here: https://doc.arcgis.com/en/survey123/faq/faqgeneral.htm#anchor13

Regards,

Phil.

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6 Replies
Philip-Wilson
Esri Frequent Contributor

Hi @ReydeCastro,

Can you confirm the OS version you are using? Is it Windows 10, if so what exact version from About screen in Settings?

Is it a physical laptop/desktop, or a VM? Do you know what graphics card and driver version is installed?

Can you check all Windows Updates are up to date and all drivers. Usually the white/blank splash screen on start-up is related to out of date graphics drivers or using unsupported graphics card.

Regards,

Phil.

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ReydeCastro
New Contributor II

Physical desktop is running Windows7 SP1 with NVIDIA GeForce GT 610/620.  I am accessing my desktop remotely via Citrix.  The drivers are up to date. I was upgrading from Survey123 3.11.123.  

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Philip-Wilson
Esri Frequent Contributor

Hi @ReydeCastro,

Please note that Windows 7 is no longer supported with Survey123 3.12 or above. Refer to https://doc.arcgis.com/en/survey123/faq/systemrequirements.htm#ESRI_SECTION1_5C924E609FBC4F6683B5FB9... for system requirements.

I believe the problem you are seeing is the related to the rendering engine in use via remote desktop access via Citrix. Note that Connect and field app may continue to still work on Windows 7 for most features, but as it is not supported now, as Microsoft no longer supports Windows 7 also, no further bug fixes or enhancements for Windows 7 will be made.

You can try launch the app using a different rendering engine to switch between using the OpenGL and Angle rendering engines used by the graphics card if supported. This can help test which rendering engine is working with the current graphics card and drivers installed. Please refer to the details here: https://doc.arcgis.com/en/survey123/faq/faqgeneral.htm#anchor13

Regards,

Phil.

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ReydeCastro
New Contributor II

Where can I dowload an older version of Survey123 Connect?

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Philip-Wilson
Esri Frequent Contributor

Hi @ReydeCastro,

We do not make older versions publicly available for downoad. Please contact Esri Support.

Did you try the command line option above?

Phil.

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ReydeCastro
New Contributor II
I was able to update my OS. Survey123 is functional once again. Thanks.