Frequently asked questions

Please contact us and let us know what is missing.

For technical issues, please contact:

The configuration of your set on the Gemius site is not yet complete. Once you turn on your router and check in the device, the setup will be completed within a few days. Please be patient.

After connecting the cTV kit, we need a few days to configure the devices in the system and update the software to the latest versions. Please be patient.

If the connection problem occurs during the study, please contact us.

Please contact us. You will need to confirm the router ID (visible on the casing) and the IMEI number of the device registered with Gemius. To check the hardware ID, click on the settings (gear icon) on the right side of your device -> Account -> HardwareID.

Your TV may have integrated internet access or can connect to the internet using external devices like Google Chromecast. If you have such a device, you can still participate in the study. However, if your TV cannot connect to the internet in any way, please contact us at medienpanel@gemius.com to return the device.

If the router blinks green, it means it is functioning correctly.

A Gemius employee will contact you to restart the router.

1. Please disconnect the router and the check-in device from the power supply.
2. Please connect the cable from the router to a different port on the main router.
3. Please connect the power supply to the router from the test set.
4. Please plug the Ethernet cable into a different port (e.g., if it was previously connected to port 2, please plug it into port 3).
5. Please turn the check-in device back on.
6. After completing the steps above, the router should reset and return to normal operation. Let us know about the restart.

To ensure continuous measurement, both the router and the check-in device must be permanently connected to power.

Check if the batteries in the remote are working. If not, replace them with new ones.

If the remote still doesn’t work after replacing the batteries, it likely lost connection with the CheckIn device. To fix this, you need to pair the two devices again. To do this, press the OK and Return buttons on the remote simultaneously for 10 seconds.

The remote works within a range of up to 10 meters. Always point it toward the CheckIn device. Due to factors beyond our control, the remote's range may be shorter. In that case, check from what distance it connects to the display.

If none of the above tips help, please contact us.

Connect the router and the TV to the same network.

Please do not use such a solution. The router should be connected directly to the main router provided by your internet service provider. The TV should also be connected directly to the same network.

You need to purchase new batteries yourself.

We offer participation in the study to randomly selected households. For the purpose of the study, we build a research sample. The research sample, i.e. the panel, is a permanent group of households among which we continuously measure media usage. We want the structure of this group to reflect that of all households.

Recruitment for the study is conducted randomly. This means we contact randomly selected households from across the country. If they match the desired demographic group, we invite them to participate in the project. This is the only way to join the study.

Yes, you can withdraw from participating in the study at any time. Please contact us.

The only costs you may incur are related to the current use of the measurement set, such as internet connection, chargers, or purchasing batteries for the remote control.

Please contact us to inform about your resignation. Returning the devices is the responsibility of the panelist and must be done by courier to the following address: Gemius, ul. Domaniewska 48, 02-672 Warsaw, Poland.

It’s important that the kit is well secured. This will help avoid damage during transport. However, we recommend keeping the original packaging.

Nie odbieramy przesyłek z automatów ani punktów odbioru. Paczki ze sprzętem należy odesłać kurierem na adres firmy: Gemius, ul. Domaniewska 48, 02-672 Warszawa.

Yes. In that case, please contact us via email or phone.