Technical issues
What do I do if I see “Connection timed out” or “Page not available”?
Here are some suggestions of what to do if you get one of the above messages:
- Ensure that your browser is set to accept cookies.
- Clear your cache.
- Ensure that all firewalls, external or other, allow for file uploads.
- If you have a router, ensure that it allows file uploads and that the maximum transmission unit is set to 1452 (note: this number may need to be adjusted depending on the operating system).
- Try another browser.
- Ensure that you do not have a virus that is preventing you from connecting.
- If all else fails, try another computer or mobile device.
If you are using a computer connected to a local area network (LAN), such as a computer at work, the security settings on that computer could be preventing you from accessing the online questionnaire. Try a computer or mobile device at home or a computer not connected to a LAN.
What do I do if I can’t access the online questionnaire?
If you receive a message indicating that your computer, mobile device or browser does not meet the minimum requirements, you will be instructed to upgrade or modify your browser so you can successfully access the secure site.
If your computer, mobile device or browser settings meet the minimum requirements, but the site is not accessible because of technical difficulties or too much traffic, please wait a few hours and try again.
If you require further assistance, please contact:
- Census of Population Help Line: 1-833-852-2026
- Census of Agriculture Help Line: 1-855-859-6273.
Why isn’t the questionnaire being displayed properly?
The screen resolution on your computer or laptop should not be lower than 800 x 600.
Why didn’t my questionnaire appear when I entered my password?
There could be several reasons why the system may not accept your password:
- Your password was entered incorrectly.
- The CAPS LOCK function is activated on your keyboard.
- Cookies are not enabled in your web browser.
If you forgot your password, return to the login page, enter your 16-digit secure access code located at the top of your invitation letter and select the Start questionnaire button. From there, select the link to reset your password. Answer the security question to validate your identity, then follow the instructions to reset your password.
If you require further assistance, please contact:
- Census of Population Help Line: 1-833-852-2026
- Census of Agriculture Help Line: 1-855-859-6273.
Respondents with access to TTY (for persons who have a hearing or speech impairment) should call 1-833-830-3109. Video relay services (VRS) can also be used.
What if the questionnaire freezes in the middle of my session?
If you cannot complete your questionnaire because the application is frozen, please close your browser and try again.
If you require further assistance, please contact:
- Census of Population Help Line: 1-833-852-2026
- Census of Agriculture Help Line: 1-855-859-6273.