Issue with Authenticator - "You are Not Authorized to Resume this Session" | XM Community
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Issue with Authenticator - "You are Not Authorized to Resume this Session"

  • April 20, 2021
  • 2 replies
  • 571 views
K

Hi everyone,
I'm hoping someone out there can help me with this issue I haven't been able to crack. My team and I are hosting an embedded Qualtrics survey on our website. This survey uses an authenticator, and while in Preview mode, I'm able to log in without a problem. However, even after I've published my changes and made sure to direct the Authenticator to the correct contact list, I get the error message "You are Not Authorized to Resume this Session". Any ideas what the problem might be?
Thanks!

Best answer by AmaraW

Hi kimracmy - it looks like you were able to reach out to our Support team about this one and they helped provide some additional troubleshooting steps. One thing they mentioned was that an anonymous link will not update to the current version if a session has already been started with an authenticator, until that session is finished and they authenticate again, creating a new session!

2 replies

AmaraW
Former XM Community Team Member
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  • AmaraW
  • Former XM Community Team Member
  • Answer
  • May 21, 2021

Hi kimracmy - it looks like you were able to reach out to our Support team about this one and they helped provide some additional troubleshooting steps. One thing they mentioned was that an anonymous link will not update to the current version if a session has already been started with an authenticator, until that session is finished and they authenticate again, creating a new session!

W
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  • wesm
  • July 20, 2024

I am having a similar issue. My participants first complete a screener to add their prolific ids to an contact list, then they log into the main survey. Half-way through the main survey, they are directed to our tool, then they are redirected to log back into the survey. So far, about 20% of our participants have reported getting an error saying, "You are not authorized to resume this session."

The error does not happen every time, and we have not been able to replicate it. Could someone please clarify @AmaraW’s response?

Thanks!!

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