How do I get support for error conditions with Qualtrics?

DHaynesDHaynes LondonCommunity Member Qubie ✭

How do I get support for error conditions with Qualtrics?

Currently getting an unexpected error with Qualtrics when I try and preview draft surveys. Similar error is occurring when I try a live survey that previously worked.
Tried to get support from the Qualtrics team, but so far no success. The chatline told me to go to Support (which is was the route I had used to get to the Chatline) and then dropped the conversation. Telephone support put me on hold for a long time and then passed my call around. Was unable to log on for support by e-mail.
I am now trying this forum.
I am sure that there is a way of getting through to Support - any guidance or advice welcomed.

Best Answers

Answers

  • DHaynesDHaynes LondonCommunity Member Qubie ✭

    Still want support.
    However my immediate problem does have a workaround. Using Internet Explorer rather than Mozilla Firefox does allow me to do a preview of my survey.

  • NiCNiC MumbaiCommunity Member, Product Ideas Superuser ✭✭✭✭

    Hi @DHaynes
    Can you tell us what the Error(Some error reference number) is ? when you say you get error trying Preview or Live Survey , does it load , does it not load or it dies in mid survey ?

  • DHaynesDHaynes LondonCommunity Member Qubie ✭

    Thanks for getting in touch. When I try and preview a survey this is the error message I get:
    "Sorry, an unexpected error occurred. #B.8hssa33.jl6cfdy6". I get a slightly different error message when I do the activated survey with Mozilla Firefox.
    I am in the process of developing the survey, so it is not complete - this is the address:
    https://cityunilondon.eu.qualtrics.com/jfe/form/SV_3n0FJ3OqzZ0VcG1

    I found a workaround by using Internet Explorer instead. IE does not give the error condition when I preview the survey and I can do the activated survey as well.

  • bansalpeeyush29bansalpeeyush29 IndiaCommunity Member Wizard ✭✭✭✭✭

    Link is working on my chrome browser.

    Can You clear cookies and try taking preview link again.

  • DHaynesDHaynes LondonCommunity Member Qubie ✭

    Thanks - Still have a problem with Preview using Firefox protected mode with minimum cookies.

  • DHaynesDHaynes LondonCommunity Member Qubie ✭

    My survey is now live (for testing), but does not work with Firefox at all. Is this a general problem with Qualtrics? I am concerned as it may prevent respondents from completing the questionnaire: https://cityunilondon.eu.qualtrics.com/jfe/form/SV_3n0FJ3OqzZ0VcG1

  • TomGTomG Raleigh, NCCommunity Member, Product Ideas Wizard ✭✭✭✭✭

    @DHaynes said:
    My survey is now live (for testing), but does not work with Firefox at all. Is this a general problem with Qualtrics? I am concerned as it may prevent respondents from completing the questionnaire: https://cityunilondon.eu.qualtrics.com/jfe/form/SV_3n0FJ3OqzZ0VcG1

    No, it is not a general problem. I just tried it in Firefox (61.0.2 (64-bit)) and it works fine.

  • rveigarveiga Lisbon, PortugalCommunity Member Qubie ✭

    I am experiencing the same problem with firefox too. The error message appears even after I cleaned all cookies and restarted the browser. I am using Firefox 63.0 64-bit

  • DigitalGuruDigitalGuru SwedenCommunity Member Qubie ✭

    Hi, I too have this issue with Firefox, Unexpected errors in preview mode and also when published. There is no way I can reach support... this is the worst support contact ever, just sends me around to different pages.

    ERROR MESSAGE:
    Sorry, an unexpected error occurred. B.18fvdkfg.jp9kya8k

    If FF users can't use the survey then its worthless and we will cancel licenses. Very unhappy with how the "support" works. even the email contact gives me the Unexpected error.

  • LaurenKLaurenK Seattle, WACommunity Administrator Administrator

    Hi @DigitalGuru! Please visit our Support Center so you can properly be routed to our Support Team, and a Product Specialist will be more than happy to assist!

  • DigitalGuruDigitalGuru SwedenCommunity Member Qubie ✭

    Hi @LaurenK, As I wrote, the support center is not working for me (read why)

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