Survey Platform Consistently Fails with 500 Internal Sever Error HTTP Response

Is this survey part of a site intercept or iFame into another web page?

Radam It is not. It's delivered directly from Qualtrics. Thanks for asking.

Would it be helpful if we pasted the HTTP message payload here?

More than 3 months have passed and our intake is still compromised by failures in the survey platform. Does anyone at Qualtrics monitor these messages? If these messages are read by Qualtrics engineers - we need this fixed. These failures cause harm to both our operations and the customers who we serve.

Hello adpatter -- I'm very sorry to read about the frustrations you've been experiencing with our platform. This is definitely not the experience we want you to have.

I just escalated this thread internally to see if we can find some resolution for you. I'll keep you posted on what I hear back, and you may be contacted directly by Qualtrics staff.

Question: Did you submit a support ticket for this issue? If so, please DM me with the existing ticket info, or email me: mcooksey@qualtrics.com

While I can't solve the issue for you myself, I'll do what I'm able to make sure this issue gets attention.

Please let me know if you have any questions or concerns!

Michael_Cooksey The Ticket ID is: SE_18b201e23fdfe91e77
"Question: Did you submit a support ticket for this issue? If so, please DM me with the existing ticket info, or email me: mcooksey@qualtrics.com"
It is my understanding that our clinic has been in communication with Qualtrics regarding these errors since September. I was brought on in November in an effort to try to bring the issue to a resolution.
The issue persists. I have provided all of the relevant information that is needed in order to address this class of failure.

Hello adpatter -- I heard this morning that one of our Product Experts is investigating this issue; hopefully they will be able to provide guidance that will help!

We have been struggling with this issue since September 2022.  Just recently two subjects have been able to complete the survey without it failing pat way through.  Does anyone know if engineering isolated and fixed the problem that was causing the application to fail?

Hello @adpatter -- thanks for reviving this thread and thank you for your DM as well. 

I followed up with Jamie, our Product Expert who investigated the issue, and he tells me he replied to you today with the following:

“Thank you for reaching out, I hope you are doing well! I'm glad to hear that your recent participants have been getting through the survey without error, I am hopeful that is a sign that the backend improvements I previously mentioned have resolved the issue you were running into before. 

I cannot give 100% certainty that you will not run into the same issue as before, because there is always some amount of risk when maxing out the platform limitations when it comes to the number of questions and the amount of in-page display logic being used. The issue ultimately came down to the respondents' devices, browsers, etc. causing the survey sessions to timeout at random times, as opposed to Qualtrics failing the survey. 

Again, if your respondents are getting through the survey just fine now, and you have tested on different devices with different people, I am hopeful that means the previous backend improvements have resolved your issue going forward. However if this issue comes up again, we will ultimately need to work on reducing the survey size and amount of in-page display logic being used. Please let me know if you have any questions or need clarification on any of this.”

TICKET NUMBER: SE_2E0BA541AC494244 

I have a same issue. The survey has 9 questions and just one simple java script on No.1 question. According your guidence, I cannot reduce the amount of questions, and eliminate the java script.

How can I solve this issue?