Survey Link Is Not Working

Overview

When someone receives an invitation to answer a survey on the web and the link does not work, that can be frustrating. This article contains some ideas on what can be done in order to get it working.

Solution

Most of the time, the issue is not related to unavailability on ResponseTek's side. This is good because you will probably be able to sort this out without having to wait for an investigation. Here are some things that can be tried:

• Open the link on a different browser.
• Use an incognito or private window.
• Clear the browser cache and cookies.

If none of these solves the issue, please create a support ticket and include:

• The URL that is not working
• What you have tried so far
• If you know about anyone else with the same issue

The support team will investigate and get back to you.

<supportagent>

Customers may report that they are unable to fill out, complete, or access surveys from the link sent. In all scenarios reported so far, the problem was related to a local issue such as browser problems (local cache) since support agents have not been able to reproduce it.

Follow these steps to investigate what is happening:

1. Access the survey link that the customer is having problems with.
   1. If the survey link is not provided on the ticket, you will need to build it based on the general format: https://ecol-[environment].responsetek.com/collection/Greeting.aspx?iguid=GUID
   2. If you do not know the customer environment, check it here.
   3. The GUID is a unique identifier for each invitation that is sent to the customer and can be found with the following steps:
      1.  Login to the CSS tool, select the Search Tables page and click on Consumer under Table to Search.
         
         
         
      2. The client needs to provide some information so you can find the affected customer. They usually share the email address which you can enter in the Email field to search. Copy the ID shown in your search results.
         
         
         
      3. Click on Invitation under Table to Search, paste the ID on the Consumer ID field, and click Search.
         
         
         
      4. This is the GUID that you will use to build the link used by the customer to access the survey:
         
         
         
2. Once you are able to access the survey, you need to make sure that every section and option works correctly. Please keep in mind that you must never click on the submit button at the end of the survey as this will create false data for the client.
3. If the survey is working fine then you need to advise the customer to troubleshoot their local environment. If you can reproduce the problem, add all the details related to the issue and escalate it to an L2.

</supportagent>

Testing

The survey can be completely answered using the link.