What do I do if I see "Connection timed out" or "Page not available"?
Here are some suggestions for 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 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: 1-833-314-3652.
For the Census of Population, respondents with access to TTY (for persons who have a hearing or speech impairment) should call 1-833-830-3109. Video relay services (VRS) (opens in a new window) can also be used.
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: 1-833-314-3652.
For the Census of Population, respondents with access to TTY (for persons who have a hearing or speech impairment) should call 1-833-830-3109. Video relay services (VRS) (opens in a new window) can also be used.
Why isn't the questionnaire being displayed properly?
The screen resolution on your computer or laptop should not be lower than 800 x 600.
When I entered my secure access code, the questionnaire didn't appear. What if my secure access code isn't working?
Your browser may not be configured to accept session cookies. If your computer does not meet the minimum requirements to access the online questionnaire, a page with instructions will be displayed.
Other possible reasons the system did not accept your secure access code include the following:
- Your secure access code was not entered correctly.
- A completed questionnaire for your household or agricultural operation has already been received by Statistics Canada.
If you have questions, please contact:
- Census of Population Help Line: 1-833-314-3652.
For the Census of Population, respondents with access to TTY (for persons who have a hearing or speech impairment) should call 1-833-830-3109. Video relay services (VRS) (opens in a new window) can also be used.