Authenticator error "Unable to log in with the information provided" | XM Community
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Authenticator error "Unable to log in with the information provided"

  • August 19, 2021
  • 9 replies
  • 1822 views
A
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Hi,
I am trying to pull some data from Survey 1 into Survey 2. I followed the instructions provided by Qualtrics support carefully (https://www.qualtrics.com/support/survey-platform/common-use-cases-rc/pulling-data-into-a-second-survey-longitudinal-surveys/). The "key" I'm using is also Login ID. I can see that the correct login ID values are being pulled, but I somehow can't enter the second survey. The error that I see says "Unable to log in with the information provided". (but the Login ID that is shown is a match with the one from Survey 1). I've tried everything, re-checked my set-up, re-shuffled the order, but I can't get it to work.
Anyone knows how to solve this? Thanks!

Best answer by TSAcc

It looks like you have RandID as an embedded field in your contacts. I think you should be adding the RandID from your pre-survey to the panel's Reference ID. Authenticator is trying to match RandID in the survey with External Data Reference in the panel.

9 replies

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Level 2 ●●
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  • TSAcc
  • Level 2 ●●
  • August 20, 2021

Post images of your survey flow of both surveys.

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  • ngc1997
  • September 28, 2021

I am having the same problem and needs help!
Here is the survey flow of the pre and post surveys.
Pre-survey
pre.jpgPost-Survey
post.jpgError:
Error.jpg
Many thanks for help in advance!

A
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  • aldb
  • Author
  • September 28, 2021

Have you double-checked whether you have data in your contact list? Often this causes the error!

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  • ngc1997
  • September 28, 2021

Hi aldb,
Thanks for your help.
The contact list seems to have corresponding data.
Please see the screen capture.
Contactlist.jpgI don't know what is going wrong....

T
Level 2 ●●
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  • TSAcc
  • Level 2 ●●
  • Answer
  • September 28, 2021

It looks like you have RandID as an embedded field in your contacts. I think you should be adding the RandID from your pre-survey to the panel's Reference ID. Authenticator is trying to match RandID in the survey with External Data Reference in the panel.

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  • ngc1997
  • September 29, 2021

Thanks it works beautifully now! Thanks for the reminder to use the referenceID!

AmaraW
E

Hi TSAcc, could you provide some clarification on your last comment? I am running into the same problem as the other user but I can't figure out what you mean in your explanation. Thank you in advance :)

K
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  • ksato2
  • February 22, 2022

I resolved this issue by adding a "Set Embedded Data" block right before End of Survey at the bottom... (My solution: https://youtu.be/9toGrhz_M2o)
screenshot_qualtrics01.jpg... and by making sure to add a respondent ID (LoginID in my case) to the contact list trigger.
screenshot_qualtrics02.jpg

D
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Hi All,
I'm also trying to implement the above but am getting the error message
'Unable to log in with information provided'
because of the delay between the contact being created after the authenticator has run. The second survey runs via a end of survey URL from the first survey. I'd like to keep this set-up rather than sending an email etc. Just wondering if anyone else has had this problem and found a work around?
thanks

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