Qualtrics Survey Platform Frequently Asked Questions


Summary

This document provides an overview of the most frequently asked questions in Qualtrics.

Common Issues

Solutions

I cannot login to Qualtrics.

  1. Does the user have a UCF Qualtrics account?
    1. Go to https://ucf.qualtrics.com/ > Home > Admin > Users.
    2. Search by the NID in the username field.
    3. If the user is NOT found, send the user the Creating a Qualtrics Account KB article.  
  2. Has the user left UCF and returned? They may run into a similar error:

    1. Login to Active Directory > Search for the user by their NID
    2. Verify the user is a member of one of three groups:
      1. UCF CF_AFFILIATE
      2. UCF FX_RI_EMPLOYEE
      3. UCF CF_ACTIVE
    3. If NOT, the user will need to request a sponsored account.
  3. If the user is an HRD user, are they enrolled in MFA?
    1. Login to the Microsoft Security page: https://mysignins.microsoft.com/security-info  
    2. Verify that the Microsoft Authenticator Passwordless sign-in is enabled. 

    1. If not, the user will need to add this sign-in method to their Microsoft account.

I cannot upgrade my account.

  1. Are they having trouble locating the upgrade code?
    1. Click the account settings icon (blue circle with your initial) in the top right corner.
    2. Select “switch to older version”
    3. Click on the “upgrade account” tab and enter the upgrade code in the field.
  2. Are they trying to enter the upgrade code from a free Qualtrics account?
    1. Click the account settings icon (blue circle with your initial) in the top right corner.

      The randomized Qualtrics text below the name is an indicator of a free account.
    2. Notice how the account settings page also does not have an upgrade account tab.
    3. If the user is using a UCF email for a free account and needs to upgrade:
      1. Verify if they already have a UCF Qualtrics account.
        1. Go to https://ucf.qualtrics.com/ > Home > Admin > Users.
        2. Search by the NID in the username field.
      2. If the user is NOT found, send the user the Creating a Qualtrics Account KB.  
      3. If the user has surveys in this free account and needs to migrate them into UCF, refer to the instructions in the Account Transfer section.

I cannot publish a survey.

Typically, this is due to a user having limited access in Qualtrics. Verify their permissions:

  1. Go to https://ucf.qualtrics.com/ > Home > Admin > Users.
  2. Search by the NID in the username field.
  3. Very if the user has a limited access account.
  4. If the user has a limited access account, send them the Qualtrics Upgrade Ticket Request.

I cannot collaborate on a survey.

  1. Is the user limited access?
    1. Like the issue regarding publishing a survey, the user may have limited access and not have the required permission to collaborate on a survey.
    2. Follow the steps in I cannot publish a survey to verify if the user is limited access.
    3. If the user is limited access, send them the Qualtrics Upgrade Ticket Request.
  2. Is the user a Highly Restricted Data (HRD) user and trying to collaborate externally?
    1. Per UCF Policy 4-008.2, sharing of highly restricted data is limited to the university to avoid security breaches.
    2. Verify with the user if they are collecting any restricted data. If not, remove them from the HRD security group in Active Directory and change their Qualtrics permissions to standard access.

How do I transfer a survey to a new owner?

  1. Verify the owner of the current survey.
    1. If requestor does not know, ask for the survey link.  
      https://ucf.qualtrics.com/jfe/form/SV_1GnvJlER65yxFhs (survey ID is in green).
    2. In the Qualtrics portal, go to Admin > Users > and enter the Survey ID.
    3. Select “Search” and the survey owner will appear.
  2. Is this owner of the survey no longer at UCF?
    1. If unsure, verify the user’s security groups in Active Directory. Active users are part of at least one of the following groups:
      1. UCF CF_AFFILIATE
      2. UCF FX_RI_EMPLOYEE
      3. UCF CF_ACTIVE
  3. Verify approval for transfer.
    1. If the owner is no longer at UCF, close the first part of the ticket and proceed.
    2. If the owner is still at UCF, reach out via email and ask for approval.
      1. Once approval is confirmed, close the first part of the ticket and proceed.
    3. If the owner is requesting the transfer, close the first part of the ticket and proceed.
  4. Transfer the survey.
    1. From the actions section, you can select “Transfer Surveys”
    2. Select the new owner and survey to transfer
    3. Alternatively, you can click on the username (NID@ucf.edu#ucf).
    4. Select “View account use info.”
    5. Select “Change Owner” next to the survey you need to transfer.
    6. Search for the new owner’s first and last name, highlight their user and click Transfer.

Account Transfers (User Moves).

    1. Is the user working in a free Qualtrics account?  
      1. Users sometimes visit https://www.qualtrics.com/ select “Login” and create a free Qualtrics account using their UCF email.

        Free Qualtrics accounts typically have a URL that looks like this:

        UCF Qualtrics accounts typically have a URL that looks like this:


        Free Qualtrics accounts do not have the same permissions as an account with foll access. Thus, users may run into similar issues as a limited access account when using a free account.

      2. Prior to initiating a user move, verify that the user has a UCF Qualtrics account:
        1. Go to https://ucf.qualtrics.com/ > Home > Admin > Users.
        2. Search by the NID in the username field.
        3. If the user is NOT found, send the user the Creating a Qualtrics Account KB.  
      3. To merge the free account into a UCF Qualtrics account:
        1. The user will submit a Service Now ticket for Qualtrics assistance.
        2. Select the option “transfer my non-UCF account surveys and data to my UCF branded account.”
        3. To migrate into the UCF brand from a free account, a brand administrator must provide permission. Users can opt-into having the brand admin contact Qualtrics on their behalf.
        4. Within Qualtrics, click the help icon and select “Contact Support”
        5. Select “Survey Platform & XM Directory” and click on email.
        6. Set the subject line to “User Move – User’s name” and CC their email.
        7. Enter a brief description of the request.

    1. Scroll down and submit. Qualtrics support will send an update via email regarding the account transfer. The process can take up to 30 days.
  2. For requests that require user moves between another brand (e.g. another university) and UCF involves the same process as above in addition to approval from both brand administrators.

How do I create and share my contact list?

  1. Go to the menu on the left corner and select “Directories.”
  2. Click on “Segments & lists” > “Lists” > “Create a list.”
  3. Name the list and select confirm.
  4. You can add contacts to this list by uploading a file or entering manually.
  5. For this example, we are going to add the contacts manually.
  6. The contact list is created. However, notice how the ability to share the list is disabled. Users must be part of a group to share a contact list with one another.
  7. Go to the Admin menu and select “Groups”
  8. Add the user and group members to the appropriate group or create a new group.
  9. Notice how the group appears under “Shared folders” and the list now has the “Share” option enabled.
  10. Share the list with the members of the group.
  11. You will see the message that the list has been shared with the team.

How do I send an email distribution to a contact list?

  1. Open the Qualtrics survey and go to the “Distributions” tab > “Emails” > “Compose Email.”
  2. Click on “Select Contacts.”
  3. Select “Lists” > “Group Library” > Contact List name > “Select Entire Contact List.”
     
  4. Notice how the “To” field now has the contact list name and the number of contacts.
  5. After sending, you will see the status.

Why are my Qualtrics email distributions bouncing?

  1. The user might receive a message like this
    Email Hard Bounce smtp; 550 5.4.1 recipient address rejected: access denied. as(201806281) [dm3nam02ft020.eop-nam02.prod.protection.outlook.com] --74449c97b1.1673446546/smtp7.fra1.qemailserver.com
  2. Qualtrics most likely added the emails to their block list.
  3. Click on the help icon the select “Contact support”

  4. Select “Survey Platform & XM Directory > Live Chat.
     
  5. Ask support to remove the email from the block list.

I am running into an error saying the survey link expired.

Users may receive a message that a survey link has expired, even though the survey itself is open.

  1. Go to Survey Options > Responses > View the Survey expiration date.
  2. Select “Edit Survey availability” to change the survey expiration date.