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Troubleshooting opening your survey

This article is for participants who need help opening their personal survey. If you're a coordinator looking for guidance on launching a survey, try starting from here.

Occasionally, technical issues prevent a survey from loading correctly. This article explains supported browsers and devices, plus steps you can take if your personal survey link doesn’t open.

 

Supported browsers and devices

For the best experience, use one of the following updated browsers:

  • Edge, Chrome, Safari, Firefox: Latest major versions on Windows or macOS.

  • Chrome and Safari: Latest versions on iOS and Android devices.

Older versions or less common browsers might not display the survey correctly.

 

Common issues and solutions

  • Survey invitation issues: If you’re having trouble with your survey invitation, check out Troubleshooting your invitation link or code.

  • Browser won’t load the survey: Try these steps:

    1. Clear your browser’s cache and cookies.

    2. Disable browser extensions or ad blockers.

    3. Open the link in a private/incognito window.

    4. Switch to a different browser (e.g., Chrome instead of Safari).

  • Internet or device issues: Switch to another device or network if possible. Corporate firewalls or VPNs can sometimes block external links.

If you’ve tried all of the above and still can’t open the survey, contact our Helpdesk with details about your device and browser (e.g., “Windows Chrome v117”). They’ll help you troubleshoot.