Member support — FAQ
If you can't find the information you’re looking in these FAQs, then please find our support form here.
To help you complete the installation process we have videos and pdf guides that will take you step by step through the installation stage of joining the Screenwise Trends Panel.
These should be your first point of call and you can find them below where they are listed by internet browser:
Chrome™ Firefox® Internet Explorer® ™ ® ® Written guide PDF guide PDF guide PDF guide Audio Guide Video guide Video guide Video guide
"Installation Error"It is likely that you connect to the internet via a proxy-server. If you cannot change the proxy-settings, you will probably not be able to install the software and therefore participate in this research. WARNING: If you want to change the proxy configuration, please be sure that you know what you are doing since any mis-configuration may lead to your internet-connection being cut off!
"An unexpected error occurred during installation"The software is probably being blocked by a security tool running on your PC. Please consult your security software provider’s website for information on how to add a trusted exception to the programme’s white-list. Also, please try to deactivate additional security-tools during the installation of the software.
"Download Error", "An unexpected error occurred during downloading", "Cannot retrieve file size from server"These errors are temporary. Please try again later.
"Some components could not be removed. Do you wish to delete them anyway (not recommended)?"Please click “Yes”.
By selecting your name each time you use the browser, we ensure that ONLY your usage data is collected but no data of other persons with whom you might share your computer, such as other members of your household or guests. This ensures that their privacy is maintained, as they have not agreed become part of the Screenwise Trends Panel – yet!
This is very rare.
As a first step we recommend uninstalling the software and then installing it again. Do not worry; this will not affect your reward as long as you immediately install the software again. To request a new download link please contact us at firstname.lastname@example.org.
If you feel that the nurago Web Meter is responsible for the crashes or for making the browser/computer much slower, we would recommend that you uninstall the Browser Add-on.
Please follow the instructions below to uninstall the nurago Web Meter.
If your computer uses Windows® XPOnce you’ve finished reading this FAQ close your internet browser.
Click on the ‘Start’ button in the bottom left corner of your screen and select ‘Control Panel’ > ‘Add or Remove Programs’. Find the nurago Web Meter program and click on uninstall to remove the program.
(If you have not already closed all applications, you will be prompted to do so.)
If your computer uses Windows® Vista® or Windows® 7Close all browser windows and any running applications. Click on the ‘Windows’ button in the bottom left corner of your screen and select ‘Programs’. Find the nurago Web Meter program, and click on uninstall to remove the program. Uninstall will commence. If you have not already closed all applications, you will receive a message asking you to do so.
We would be grateful if you could send a short email to email@example.com giving a brief description of the problem. For us to understand the problem, it is important that you also tell us which operating system (eg Windows® XP) and browser (eg Internet Explorer® 7) you are using and whether you have installed any other Add-ons. The more information we have, the easier it is for us to identify the potential cause of the problem and help us solve this issue.
GfK nurago is constantly updating its software to ensure it remains compatible with new versions of Internet Explorer, Chrome and Firefox as they are provided. The updater ensures these new updates are provided to you.
Uninstalling on Windows® XPClick on the ‘Start’ button in the bottom left corner of your screen and select ‘Control Panel’ > ‘Add or Remove Programs’. Find the nurago Web Meter program and click on uninstall to remove the program. If you have not already closed all applications, you will receive a message asking you to do so.
Uninstalling on Windows® Vista® or Windows® 7Click on the ‘Windows’ button in the bottom left corner of your screen and select ‘Programs’. Find the nurago Web Meter program, and click on uninstall to remove the program. Uninstall will commence. If you have not already closed all applications, you will receive a message asking you to do so.
Very occasionally an error message occurs while uninstalling the software. Please check if the folder ‘nurago Web Meter’ is still in C:\Program Files (or the folder where your program files are stored). If there is no folder with that name among your program files then the nurago Web Meter has been uninstalled correctly even though the error message occurred. Otherwise we will provide you with a tool to uninstall the nurago Web Meter. Please find our support form here.