Troubleshooting Note - Export fails

Overview

In this troubleshooting guide you can find different reasons and initial steps to take to solve export issues. 

Reason

• Timeout & Out Of Memory Exceptions - When exporting a large amount of interviews and attachments we sometime prompt with timeout exceptions.
  • Export only 1 interview - were you able to export?
    • Yes - try to export in batches and use the dates to filter.
    • No - Move to the next step
• Export to Excel - if exporting to another provider fails (not excel)
  • were you able to export to excel ?
    • Yes - Move to next step
    • No - Open Ticket with support
• Previous Export Settings - when we have previously exported the data we are prompt with a refresh question 
  • When prompt if to use previous settings - Click on 'No' - were you able to export successfully?
    • Yes - issue solved
    • No - Open ticket for the support

If you still can't export results please open a ticket to our support that will include the following information:

• Survey ID - click here to learn how to get the survey ID.
• Provider you are exporting to (Excel/Dimensions/SPSS etc.)
• Screenshot of the error message
• if using a settings file - please provide us the settings file