Hi all,
We're running a guided Feedback Button creative (Web display: Overlay) deployed via Tealium iQ, and we're hitting a reproducible issue. Hoping someone has seen this before — a support ticket is already open, but I'd like to hear from the community as well.
**Symptom**
First click on the Feedback button works perfectly — overlay opens, survey loads, can be submitted. But second click onwards (after closing via the X, with or without submitting), the overlay opens as an empty white dialog with only the close button. No survey content. A full page refresh fixes it — until the next reopen.
**Environment**
- Guided/Normal Feedback Button creative, Web display = Overlay, "Automatically resize dialog" tested both on and off
- Deployed via Tealium iQ (custom container with the standard deployment snippet)
- Reproduces across browsers, incognito included
**Settings we've verified are NOT the cause (all off/correct, republished after every change)**
- Survey options → Security: Prevent multiple submissions (both in-survey and post-survey duplicate detection) = Off
- Survey options → Responses: Allow respondents to finish later = Off
- Intercept settings: Sampling 100%, "Prevent repeated intercept display using browser cookie" = unchecked
- Tried Slider/New window - works fine.
**What debugging showed**
1. The overlay iframe is the injected type (no src attribute — data-name="survey-iframe-SI_xxxx"). On second open, the iframe body is empty.
2. Network tab: the second click fires ZERO new requests to siteintercept.qualtrics.com. The creative seems to believe the content is already delivered and never re-injects it.
3. Clearing ALL Qualtrics cookies and localStorage (including QSI_ActionSetHistory and the qualtrics.com subdomain cookies) does not fix it — so the stuck state is in memory, not persisted.
4. Critically: running the official reset — QSI.API.unload(); QSI.API.load().then(QSI.API.run); — rebuilds the button but the overlay is STILL blank on next click.
5. However, this DOES fix it: calling QSI.API.unload(), then manually removing the orphaned DOM nodes it leaves behind (elements matching [class*="QSIWebResponsive"] and anything carrying the intercept ID), then QSI.API.load() + run(). After that, the next click loads a fresh survey.
So it looks like QSI.API.unload() is not cleaning up the responsive dialog's DOM, and the reloaded engine binds to those orphaned nodes instead of injecting fresh content.
**Questions**
1. Has anyone else seen this with the current guided Overlay creative? Did it start recently for you too?
2. Is there a supported setting or creative option that forces the overlay to rebuild its iframe on every open?
3. Is the unload() DOM cleanup gap a known issue with a fix timeline?
Thanks!
