Survey User Errors

GretchenH7
Participant

Survey User Errors

 We have had several complaints about an error code: [cid:ii_kea6b52s0] coming up when users try to submit one of our surveys.  Responses are logged, but the user cannot tell it has been submitted - causing them to repeatedly attempt to complete the survey and resulting in us have duplicate responses.

Anyone else have this issue or know why?

8 REPLIES 8
Timothy_G
Employee

Hello @GretchenH7 ,

 

I would like to help you find out why this error message is occuring. I do need some more information to look into this issue. Can you tell me which surveys this error message is connected to and is there any message on the error other than the code?


Timothy_G
Community & Social Media Support

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The error is coming up on our Volunteer Enrollment Form survey.  And as far as it was reported to me by our volunteers - it is just the error code, nothing else.

Hi GretchenH7!

 

Thank you for providing your survey name. You currently have your closing page set to redirect to your website, and there is a dynamic element in the URL that is causing the error.  Luckily this is an easy fix! 

 

  • Click the name of your survey
  • Click the closing page link 
  • Either put in a different URL or remove the following dynamic content from your URL:  ?SEC={4A98EC4E-7D5F-4D38-AB91-4F3C7E470348}

Please let us know if this resolves your issue.


Kara.D
Community & Social Media Support

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AnneV80
Occasional Participant

I've had several users say a recent survey link works but the submit button will not work. Users have tried submitting via direct email and anonymously. Please help.

Hi @AnneV80 ,

 

Are you aware of any common elements between the users having issues submitting? Are they all on the same work network, or using a particular browser? If so, does accessing the survey on a different network or browser, or in Incognito/Private browsing get around the submission issue?

 

Was the survey page copied from a previous one or made from scratch? Are all anonymous submissions going through without issue?


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William D
Community & Social Media Support
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AnneV80
Occasional Participant

Yes, they're all on the same work network. I am unsure of the browsers used.

- The survey page was copied and modified from a previous one.

- Yesterday, all submissions were anonymous and I know of two that didn't complete.

If they're all on the same network and getting the same error, it would generally indicate that something on that network is explicitly causing disruptions with the survey page's functionality. Try having them submit their responses as normal outside of the network - either using their mobile network on their phones, or a home wifi, or another wifi network.

 

If they're able to get the full functionality of the survey pages from outside their work network, then their IT will want to look into safelisting our domains.


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William D
Community & Social Media Support
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Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.
AnneV80
Occasional Participant

Hi @William_D

There were at least 20 other submissions from the same network that did work. (20 worked; at least 2 didn't). My audience won't have or take the time to resubmit and troubleshoot at a later time. Unfortunately, I'll lose the trust and responses of these users if they don't contact me directly through another method.