"Invalid Survey" Pop-up Error Message

Problem

When attempting to import a Qualtrics survey, the import temporarily says Success but a pop-up window indicates "Invalid Survey".

Investigation

Check if someone has regenerated the API Token in Qualtrics. Compare the current value to the one stored in Fuel Cycle's internal admin console (you will need to contact Fuel Cycle support for this).

Action Needed

• Fuel Cycle support team will ensure that the current API token matches the one currently generated by Qualtrics to ensure proper communications between the two systems.
• Make sure your internal customer teams know that Qualtrics only uses one API token for the entire software and that any changes may affect other teams using Qualtrics.

Directory/Contact List Issue

Problem

Select community members are receiving an error message when clicking the survey:

• The URL is incorrect. Please double check the URL and try again.

Investigation

In Qualtrics XM, the contact directory can be split into Contact Lists. These lists are very similar to the concept of static groups in Fuel Cycle. You may have your general directory, and then segment your directory into Contact Lists. These lists are then associated with specific surveys.

If the Contact Lists are deleted or otherwise touched within Qualtrics, any external links that rely on them may become broken. Here are all the reasons contact lists need to be reset:

• Directory Contact List is Deleted—Someone with access to the full directory in Qualtrics accidentally deletes the entire contact list used in the integration.
• Edit/Delete Contacts—Someone with access to the directory in Qualtrics edits or deletes contacts and doesn't realize that is making that change across the entire directory. When this happens, the member tries to enter Qualtrics, but Qualtrics doesn't have a match for them to track them properly, so they receive an error.
• Transition from Qualtrics Core to XM—Qualtrics has been migrating from its old platform to XM, which requires Fuel Cycle to reset the contact list. At this point, most Qualtrics licenses have made this transition, but not all.
• API key and Token within Qualtrics get Updated—This breaks the integration completely but it also requires us to set up a new contact list. This may have happened in the past if the Qualtrics integration was using an employee's credentials who left or if your IT team required you to update the API key and token for the tool.

It is important to understand the sensitivity around editing and deleting contacts in the XM directory to prevent this from happening again. Some integrations rely on this data to remain the same so be careful when making, editing, and deleting lists in the directory. It is helpful to confirm if there is any other integration with Qualtrics that would automatically edit or remove contacts.

Action Needed

Typically, customers come to us with their own Qualtrics licenses, and Fuel Cycle representatives do not have access to the XM Directory to investigate. Customers would need to have Qualtrics identify who touched the list.

Fuel Cycle can restore a Contact List through our partner connection. To do so, Fuel Cycle removes all the current contacts from the list, which allows the list to be rebuilt or repaired through the integration process. Each member gets added back to the list when they complete a survey, which refreshes the entire contact list..

How often does a Contact List need to be reset?

In general, there is no need to reset the contact list as our integration system keeps it up-to-date as required. We have clients who have been using the same contact list for over a decade without any issues.

However, things can get a bit complicated when the Qualtrics license is used widely across an organization. When many users have access to the contacts in the license, there is a chance of accidental deletion or editing of information, which can cause problems.