Missing responses in Response Report and Excel Download | XM Community
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Hi everyone,

I'm experiencing a strange issue in Qualtrics that I’ve never encountered before, and I’m reaching out to see if anyone here might have insight or has seen something similar.

This started last Thursday. I have a form that users fill out, which includes 27 questions along with their name, title, phone number, and email. Once a user submits the form, both the user and the support team receive an email with a response report.

Since Thursday, the user and the support team are still receiving the report, but the name, title, phone number, and email fields are missing from it. As a result, the support team doesn’t know who submitted the form or who to assist. All the other fields exist - in the response report and in the excel download. 

Thankfully, I can still access this information on the backend. I've been manually clicking "View Response" and exporting individual PDFs to get the missing data. However, when I export the full Excel report from Qualtrics, the name, title, phone, and email columns are completely blank. These fields also don’t show up when I view responses in the platform.

The only place I can still see the information is in the individual PDF exports of each submission.

I’ve submitted a support ticket to Qualtrics, but I’m also wondering if anyone here has experienced something similar or might know what could be causing this.

Thanks in advance for any help!

 

Attaching 

Survey Flow (Name, Title, Email, Phone exist is in the Basics section)

Excel Download 

Qualtrics Data & Analysis Tab

Interesting. A few questions to help understand the problem.

This was working as expected before last Thursday and this behavior just started then? Who else has access to the survey? Were any changes made?

 

The excel you attached is responses from several years ago. Exports that included responses before last week used to work and now even those have the blank fields when you export?

 

Try this, navigate to the survey, click tools, and view the version history. You can click on each version that was autosaved. It will show you what types of changes were made and by whom. You can also “view in survey builder” to see the previous version. Anything interesting in the version history? Changes you don’t expect?

Thank you for your response. See below my answers.

 

This was working as expected before last Thursday and this behavior just started then? Who else has access to the survey? Were any changes made?

  1. I added Authenticator to survey workflow on Wednesday and immediately removed it. The problem started after that. 

The excel you attached is responses from several years ago. Exports that included responses before last week used to work and now even those have the blank fields when you export?

  1. Yes, until Tuesday and really until Wednesday morning, the responses were visible. 

 

Try this, navigate to the survey, click tools, and view the version history. You can click on each version that was autosaved. It will show you what types of changes were made and by whom. You can also “view in survey builder” to see the previous version. Anything interesting in the version history? Changes you don’t expect?

  1. See attached screenshot. The authenticator is part of the survey flow and it looks odd so I am certain it is the authenticator that is causing the issue.  

 

 

 

Since you added and removed the authenticator and suspect that is the culprit, would you lose any other valuable work if you restored to a day you know worked?

If so, a previous version that works as expected would let you know the authenticator is certainly the problem.

 

If you have not restored a survey before and/or have any reservations, here is the support documentation: https://www.qualtrics.com/support/survey-platform/survey-module/survey-tools/saving-and-restoring/

 

 

The restoring part should be as of 04/08/2025 or my last published version which is 2024?

I do have some questions added to the survey but have not published yet. So I guess, i will lose these questions and just have to add it manually after restoring? 

You probably do not have to go back to the published version from 2024. If you know everything behaved as expected 10 days ago, for instance, you can restore to that version. The autosave works and creates versions independent of publishing.

You will lose the questions you created since then. Also, if you deleted anything since the previous version and it was in the trash still, it will come back. 

Sounds like you will not lose any responses since your respondents are working from a published version well before this behavior started. Nobody has answered the new questions.

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