Survey Access Troubleshooting - How to?

First step for troubleshooting. Go to: Login » Surveys (Select Survey) » Edit

Try accessing the survey using the survey link or the preview button. If you can access and answer the survey, then the issue may be specific to respondents.

Please ask the respondents to check if they can access other sites. Ask the respondents for the survey link they are using. They can copy the link (URL) from their browsers address bar. Check if this link is correct and if you can access it. If not, send respondents the correct link to answer the survey.

Some email clients for security reasons disable clickable links in emails. Please ask users to copy the entire link and paste it in the browser address bar. They should then be able to respond to your survey.

When a survey is accessed from a computer a cookie is saved on the local machine. If there is a cookie on the machine already and another respondent tries to access the survey, they might get this message. Simply ask them to delete cookies and try taking the survey. You can also disable checking cookies for the surveys. For more information please visit the Enabling Users to take the Survey multiple times (without warning) help item in addtional references.

Please get in touch with our 24X7 support staff with basic troubelshooting information and we can help you further.

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