ALERTS

Alert Action Lookup failed: output field not found in lookup

A field referenced in the named imported alert-lookup file is not in the file.

Alert processing gone wild, reached iteration <count> when processing exploding timers

When processing alert timers, there were too many attempts to process all the timers. Exploding a timer may reveal more timers that need to explode. When processing timers, Experience Cloud makes iterative passes to ensure no extra timers need to explode. This ticket indicates a possible run-away condition of timers triggering timers.

Could not find imported Alert Action Lookup file

An alert action lookup file is missing. If this happens on a production instance, contact you Medallia expert.

Exception reading Alert Action Lookup file.

Attempt to import an alert action lookup file failed. Examine the error stack to determine the actual failure.

Exception occurred in AlertAger scheduled task for company

An error occurred when processing the triggered alerts for the named company. No Alert triggers will be processed for the entire company until this problem is fixed. This can happen, for example, if there is an erroneous K-field in the trigger condition for one record.

ASK_NOW

ATHENA_THEMES_PIPELINE

AUTO_IMPORTER

Auto Importer processing failed

Auto importer failed to process a feed file. The ticket describes the file, spec, status, and error. Additionally, a detailed email will have been sent to the Email Report recipients defined for the Auto Importer Processor, and the information is detailed in the Feed Files report for the job.

MEC_CONNECTOR

CALCULATED_SURVEY_FIELD

Field <K-field> has been broken for <n> days.

The algorithm for the named K-field has been broken for <n> days, possibly causing other data errors. The broken field must be fixed. For more information, see K-fields.

Unable to calculate field <K-field>

The named K-field has a problem that must be fixed. Review the error stack for details.

call to getUnitGroupDatafield resulted in 2 leaves, which we do not handle

There are duplicate Unit Group Identifiers in the hierarchy. Remove duplicate identifiers to resolve this issue.

COMPANY_PUMP

CompanyPump had an exception for company: <company>

An unknown error occurred. Additional tickets may or may not have been opened, and which describe the problem.

drain failed: ... Could not initialize LuceneWriter for ... - org.apache.lucene.store.LockObtainFailedException ...

This should be obsolete. Used to happen when the indexer was reinitializing. The pump automatically retries the action, so this ticket can be ignored and closed. If the ticket persists, contact Medallia Support.

drain failed: ... ERROR: deadlock detected

Typically happens when E-fields or Q-fields are synched to the database. The pump automatically retries the action, so this ticket can be ignored and closed. If the ticket persists, contact Medallia Support.

drain failed: ... Trying to connect to ... Connection refused. Check that the hostname and port are correct and that the postmaster is accepting TCP/IP connections.

This should be obsolete. Database connection is lost. Contact Medallia Support.

drain failed: ... Tried to find [2224] (Object[]) for [SRecordMeta ViewStateData] -- didn't.

This should be obsolete. Happens when home pages are being created, but the reference to the page is not in the database yet. The pump will automatically retry. You can ignore and close this ticket.

drain failed: ... $WrongCompanyDrainException: Actually for <company>: ...

Indicates a problem processing a batch of surveys for <company>. The details that follow this preamble are the description of the actual issue.

Pumping is done in a pipelined fashion with batches for different companies moving through in sequence. This preamble just means that while a batch was entering the pipeline, a batch for <company> reported an issue.

The field <field> is an "auto-indexed text" field, which is limited to <n> unique values.

The limit was exceeded when a request was received to add a value for survey; the resulting field for this record is empty. The ticket names the field, values, and survey ID.

There's an invalid value in the <fieldName> field (label: <fieldLabel>).

There was an attempt by a survey to submit a value for a field that does not accept that value, possibly because of a misconfigured AltSet. In some cases, all survey processing will stop for this survey specification until this problem is resolved. Review the error stack and resolve this problem.

... Trying to connect to ... Connection attempt timed out.

This should be obsolete. Temporary network issue. Ticket can be closed, but if it is re-opened, contact Medallia Support Medallia as the network issue is still there. If it's a temporary network issue, attempt will be retried automatically. If ticket persists, contact Medallia Support.

Unable to calculate field <fieldName>, Calculated field ... referenced the field ... which does not exist, therefore could not be calculated.

The name field referenced by the calculate field does not exist. This often happens after deleting another field this R-field or K-Field depends on.

Unable to process surveys, the system is unable to calculate the calculated field: <K-Field>.

Some unexpected error occurred when processing a K-field. Review the error stack for clues.

Unable to process surveys, there's an invalid value in <field>

There was an attempt by a survey to submit a value for a field that does not accept that value, possibly because of a misconfigured AltSet. All survey processing will stop for this survey specification until this problem is resolved. Review the error stack and resolve this problem.

CONFIGURE_SOURCES

Detected multiple endpoints for unit <unit> - %s, displaying first one"

A social media configuration appears to identify more than one social media endpoint for the unit. Check the configuration and remove the duplicates.

The unit <unit> hasn't been properly configured for social media.

There is an error in the social media configuration for the named unit. Possibly due to a missing group-leader. Check the configuration.

Social Media Shared Data Service is not configured

There is an error in a data center configuration for a social media data collector. Please contact Support to get this issue resolved.

EXPRESS_BROADCASTER

Email template not found for <n> surveys

This may be the result of a missing Invitation, Reminder, Thank-you, or other type of email. Either set the survey statuses to Junked or update the emails to include missing configuration. After updating the configurations, resend the Email inviter.

• Check the rule of the survey Emails to see if there are conditions that do not include the problem surveys.
• Surveys without Reminder emails might have a Distribution setting for a Reminder email, in which case Experience Cloud will try to find that email and fail.

Warning: The failure to find a template will block emails from being passed to broadcaster for the entire company.

Error encoding primary language of email template.

The email message could not be rendered in the primary language (charset) for the template. Contact Medallia Support for assistance.

Invitation for survey (Survey XXXX) was rejected. Cause: Invalid 'Email From' domain in xxxx@xxxxx.com

The Email domain used to send the survey Invitation emails is not listed in Email domains screen. Add the domain on Email domains after configuring it for Email masking.

IOException while retrieving content from MimePart: BASE64Decoder: Error in encoded stream: ...

This should be obsolete. Usually happens when the client email agent does not properly encode attachments sent to an email feed. Safest way to resolve this is to use a different email agent to send the messages. For more information, see Email Feeds.

IOException while retrieving data from HTMLEmailResource: ... does not exist

This should be obsolete. Image file referenced in an HTML email template is missing. This usually happens when the invitation was created on the production instance, but the error occurs on a test instance. Fix this by pushing the missing files and transferring the invitations to the Survey Engine.

Surver does not know about survey <survey>, skipping

The broadcaster was asked to create an invitation for a survey that does not exist. Contact Medallia Support for further investigation.

Surveys have no inviter, check inviter configuration

Sampled records could not send invitations because there was no Email inviter to handle them. Check the Email inviter rules.

Unable to create XEmail for survey [Survey XXXX] ... problem parsing template 'anonymous'

The Invitation email is incorrectly configured. Most common mistake is a "$" sign for dollar amount. Because the "$" sign is used for pipe-in variables already like $FIRSTNAME$, it has to be a pair. Put "\" in front of the "$" in the template if it's intended to exist by itself (and not for the pipe-in variable).

Another common mistake is the variable name or the image name has the dash "-" but should be "_" instead. (e.g., $img_begin-survey$ as the incorrect format)

Unable to broadcast invites/ reminders for company <company>

Some error occurred when opening the database connection to forward the invitations and reminders. Contact Medallia Support if this continues.

Unable to parse [@express.medallia.com]

Unexpected error while creating an email. Some possible causes may be:

• The "From" email address field of the Distribution setting may have a value (such as $SURVEY_BRAND_CODE$@express.medallia.com) for which the piped-in value is empty. In this particular example, if no Unit groups have a Survey bran code value, then all "From" email address values will be evaluated as @express.medallia.com, which is invalid.
• An invalid email address was imported into Experience Cloud.

Unhandled status <e_status> for survey <survey>

An unexpected error occurred when updating the status of one or more survey records. Contact Medallia Support immediately.

EXPRESS_EMAIL_RENDERER

Failed to send e-mail to alert owner:

Unable to send an e-mail alert to the alert owner. Consult the error stack for details.

Failed to send e-mail. Assignee is null.

Unable to send an e-mail alert because there is no email for the assignee.

Could not generate email resource URL. Invite will not be sent!

Happens when the email template references a design, and images in the design are not available.

EXPRESS_SURVER

common.parse.ParseException: Alternative with value xx (type MAP_BY_SEQUENCE) not found for ...

An alternative was not found in the survey while the Survey engine was processing an Invitation email. The typically happens after adding a new AltSet since the spec was last pushed to the Survey engine.

To correct this issue (for each survey causing the error):

1. Go to Admin Suite Surveys, in the Surveys screen select the survey

2. Click the action menu of Default version on the information pane and select Sync Version to update the supporting data. Do this for each survey causing the error.

3. Resolve all related tickets at the Event Tickets screen (Click on your user profile > Admin > Tickets).

4. If the invitations came from a feed-file:
   1. Go to Feedback > Surveying > Sampling > Triggers, select the trigger, and click Transfer invites to SE to create invitations with the correct data.

Missing survey spec for <n> surveys, which have been moved to NO_INVITE status

Encountered survey records when there is no survey specification. Possibly the result of imported survey records. The e_status field for these records was set to NO_INVITE.

Can't send invite '%2$s' (%3$d) because expiration date should be at least 1 day in the future.

The expiration date could not be set for one or more surveys because the timestamp was less than 24 hours in the future. Verify the Rules configuration.

Surveys have no inviter, check inviter configuration

Invitation emails could not be created because the Email inviter did not know what to do them. Update the Email inviter rule to account to the record and then, on Feedback > Surveying > Sampling > Triggers, click Transfer invites to SE.

... while transferring surveys for company <company>, will NOT retry later

Problem while sending ballots to the Survey Engine. When the first line of the message says "will NOT retry later", you can manually trigger the transfer or wait for the next sampling event to trigger a transfer.

Unexpected error during push and/or broadcast of surveys ... Failed to contact surver

Typically a temporary network issue. You can close this ticket. If it reoccurs, contact Medallia Support to investigate a possibly network issue.

Experience Cloud automatically re-pushes the records. If records remain in the READY_FOR_SE e_status state, contact Medallia Support as it might indicate a problem with the Survey Engine. Otherwise, the records should move through Broadcaster and Survey Engine, and be put in or past a final-stage state, such as DELIVERED. Use Feedback > Surveying > Survey Batches to determine the state of the records by unit.

XML document structures must start and end within the same entity.

A feed ballot in XML format is malformed.

FEED_FILE

Can't find any email template of type <templateType>. Unable to generate feed report.

There is no email template for the Unit Group.

Check FeedFile <feedFile>.

Unexpected error when processing the feed file. Examine the file and verify it is valid. If the problem continues, contact Medallia Support.

Task <taskName> failed execution

A scheduled feed-pull failed to execute per schedule.

Unable to process incoming email attachment

Unexpected error while processing an email attachment. Review the error stack for clues.

Unable to process incoming email from <sender>

Unexpected error processing an email feed files from the named sender. Review the error stack and import report for details.

WARNING: File [Feed filename] is taking too long to process - Elapsed time: x HOURS - Progress: x

Informational warning that a feed file is taking more than 2 hours to process.

FEED_PULL

Failed attempt <try> of <maxTries> of schedule task

The feed pull failed to retrieve the file after several attempts.

Failed when pulling from <owner> FTP server <hostName> for FeedPull <feedName>

The feed pull failed to retrieve the feed file from the named FTP server. Review the error stack for details.

Failed when pulling from Amazon S3 with FeedPull <feedname> using bucket name: <bucket> and access key: <accessKey>

The feed pull failed to retrieve the feed file form the named Amazon S3 bucket. Review the error stack for details.

The remote computer does not appear to support the SSH protocol

Could be caused by too many feed-pulls being triggered at the same time against the same FTP server. Usually staggering the schedule a few minutes a part resolves the issue.

SFTP/FTP Feed(s) or Feed Pull(s) are receiving unencrypted files

The following SFTP/FTP feeds or feed pulls are receiving files that are not encrypted with a Medallia public PGP key. All imported and exported files are required to use PGP encryption no later than January 31, 2025.

Transferring unencrypted files puts your program at risk for unauthorized or uncontrolled data access. Encrypted files can only be decrypted by using the private half of a PGP key pair, ensuring that only the intended recipient can open and read the file contents.

Medallia makes several PGP key options available via Medallia public PGP keys. To make use of these keys, provide the relevant Medallia public PGP key to the IT administrator and request that they encrypt all files sent to Medallia with the key. Your Medallia feed or feed pull will automatically decrypt the file when it is received.

List of non-compliant SFTP/FTP feeds or feed pulls found:

• Feed XXX

• Feed YYY

Feed Pull(s) are using SFTP w/password authentication

The following feed pulls are using password authentication to connect to an SFTP account. All SFTP accounts are required to use SFTP keys for authentication no later than January 31, 2025.

Using password authentication only is not a sufficient level of security for data transfer and can reduce the safety of your account. SFTP accounts that only use passwords for access can be more easily compromised or be accessed by unintended parties, putting data at risk.

SFTP accounts can be updated to use a SFTP key by requesting that the IT administrator responsible for the file transfer setup creates one or more SFTP key pairs and share the public half of the desired key pair with you. Once received, file a Medallia Support request to have the public key added to the SFTP account. The IT administrator can then switch to using key-based authentication for the SFTP account.

List of non-compliant feed pulls found:

• Feed XXX

• Feed YYY

For information about PGP encryption, see Medallia public PGP keys.

INCOMING_EMAIL

Exception occurred when IncomingEmailListener A handles email from: 'X' to 'Y'

Attempt to process an incoming email failed because no handler could be identified for the message. This typically happens when the message is spam sent to the Medallia Experience Cloud email server. The 'Y' in the error message is the target address that is failing. If the address is invalid, the ticket can be closed.

No incoming email listener is found for <listenerName>

Attempt to process an incoming email failed because no email listener is defined for the company. See Auto Reply for details about setting up the listener.

LDAP

Failed to sync feed account <account> with the ldap server, probably due to lost connection with the master Ldap server (auth01).

The feed account itself is stored in the reporting application, but needs to be re-stored once the problem has been fixed in order to sync the account details with LDAP.

LOOKUP_TABLES

These events are related to Lookup tables.

Can't find lookup table <fileName> (<nameSpace>), did you spell the lookup table name correctly?

Unable to locate the named lookup table.

Error reading lookup table <fileName> (<nameSpace>)

Unexpected error reading lookup table. The file exists, but there was a problem with the file.

Number of cells <n> in Lookup Table <fileName> exceeds its hard limit of <maxCells> cells established in 'lookup_tables' property file"

There are too many cells in the lookup table.

Number of cells <n> in Lookup Table <fileName> is approaching its hard limit %d established in 'lookup_tables' property file"

This is a warning that there are ALMOST too many cells in the lookup table. Review and, if necessary, adjust the configuration.

LUCENE

Lucene I/O problem, needs attention

If this happens with a LockObtainFailedException for the pump, it can be safely ignored and the ticket can be closed. Otherwise, contact Medallia Support to verify the integrity of the Lucene disk caches.

MEDIA_STREAMER

These are events related to the Media Streamer service, which Medallia Experience Cloud communicates with to perform different operations depending on the feature (for example, create, delete, or extend a file's expiration date, generate links for users to download a file, etc.).

MULTIFACTOR_AUTHENTICATION

NEW_SURVEY_NOTIFICATION

Failed to filter on the segments in new survey email notification

Failed to apply segment filters to the account that should receive alerts for a survey. Indicates an internal problem.

Failed to get the slug filter (non-range field) for the set of segments in new survey email notification

Failed to apply in-memory segment filters to the account that should receive alerts for a survey. Indicates an internal problem.

Failed to get the slug filter (range field) for the set of segments in new survey email notification

Failed to apply in-memory segment filters to the account that should receive alerts for a survey. Indicates an internal problem.

Failed to retrieve filter groups status.

Failed to retrieve filter groups status for company <company>. Indicates an internal problem.

Failed to send new survey e-mail notifications, email sender service is not available.

Failed to send e-mail notification because the From address was not configured for the Actions.

Failed to send new survey notification e-mail

Either an unexpected error occurred when sending an email notification, or the email character encoding was not supported. Check the error stack for details.

OMNI_EXPORTER

Event Handling failed for event <eventID>.

An Omni Exporter error occurred. Go to Omni Exporter > Events screen for more information"

OUTGOING_EMAIL

Could not send alert assignment email to '<emailAddress>' for company <company>

An email alert-assignment message could not be created, or it could not be sent. Check the rest of the error message for clues as to why.

Could not send email alert to '<emailAddress>' for company <company>

The email message for the alert could not be created, or it could not be sent. Check the rest of the error message for clues as to why.

PASSWORD_POLICIES

Could not find a password suggestion

Experience Cloud was unable to suggest a new password when requested from the Users admin screen.

PUSH_NOTIFICATION

There was a problem storing notification <id>

Could not save (or send) mobile notification. Contact Medallia Support.

Disabling Apple push notification

Something is wrong with Apple (mobile) notifications, and as such, notifications to APNS have been disabled. Contact Medallia Support.

PUSH_REPORT

Errors executing (a batch of) push report '<reportName>'

Encountered errors while processing push reports. See the Reporting > Reports > Push Reports > Executed Reports for details.

Failed to send a Pushr Status Report for <reportName>

Unexpected error when sending push report. Consult the error stack for details.

Unexpected error executing (a batch of) push report '<reportName>'

Unexpected error when sending push report. Consult the error stack for details.

SALESFORCE_INTEGRATION

Error while trying to post <surveyStatus> survey to SalesForce chatter.

Consult the error stack for details about the error Salesforce reported.

SCHEDULER

The task <taskName> that was scheduled at <timestamp> has been interrupted by a node shutdown. It will be re-executed ...

A task unexpectedly failed to run per schedule. It will automatically be restarted.

SETUP

A user, <user> has attempted to use the Preview link in Ask Now, but Ask Now is not in any spec for the program <surveyProgram>. Please update the default spec to include Ask Now.

Self explanatory.

SFTP Feed(s) are receiving unencrypted files

The following SFTP feeds are receiving files that are not encrypted with a Medallia public PGP key. All imported and exported files are required to use PGP encryption no later than January 31, 2025.

Transferring unencrypted files puts your program at risk for unauthorized or uncontrolled data access. Encrypted files can only be decrypted by using the private half of a PGP key pair, ensuring that only the intended recipient can open and read the file contents.

Medallia makes several PGP key options available via Medallia public PGP keys. To make use of these keys, provide the relevant Medallia public PGP key to the IT administrator and request that they encrypt all files sent to Medallia with the key. Your Medallia SFTP feed will automatically decrypt the file when it is received.

List of non-compliant feed pulls found:

• Feed XXX

• Feed YYY

SFTP Feed(s) are using SFTP w/password authentication

The following SFTP feeds are using password authentication to connect to an SFTP account. All SFTP accounts are required to use SFTP keys for authentication no later than January 31, 2025.

Using password authentication only is not a sufficient level of security for data transfer and can reduce the safety of your account. SFTP accounts that only use passwords for access can be more easily compromised or be accessed by unintended parties, putting data at risk.

SFTP accounts can be updated to use a SFTP key by requesting that the IT administrator responsible for the file transfer setup creates one or more SFTP key pairs and shares the public half of the desired key pair. Once received, file a Medallia Support request to have the public key added to the SFTP account. The IT administrator can then switch to using key-based authentication for the SFTP account.

List of non-compliant feeds found:

• Feed XXX

• Feed YYY

For information about PGP encryption, see Medallia public PGP keys.

FTP feed in use

The following FTP feeds with password authentication are in use. FTP feeds do not support key-based authentication. All accounts are required to use SFTP keys for authentication no later than January 31, 2025.

Using password authentication only is not a sufficient level of security for data transfer and can reduce the safety of your account. SFTP accounts that only use passwords for access can be more easily compromised or be accessed by unintended parties, putting data at risk.

To resolve this security issue, switch to using an SFTP feed or feed pull. SFTP accounts can be updated to use a SFTP key by requesting that the IT administrator responsible for the file transfer setup creates one or more SFTP key pairs and shares the public half of the desired key pair. Once received, file a Medallia Support request to have the public key added to the SFTP account. The IT administrator can then switch to using key-based authentication for the SFTP account.

List of non-compliant feed pulls found:

• Feed XXX

• Feed YYY

For information about PGP encryption, see Medallia public PGP keys.

SINGLE_SIGN_ON

Please go to your Single Sign On setup and remove the old certificate when IDP fully switched to the new one.

While updating the single sign-on, the platform identified an old SSO certificate. Remove the old certificate to avoid problems during the switch and work with both certs during the transition.

<various failure messages> For detailed failure information go to: .../Failed Attempts

>Happens when a single sign-on attempt fails. See the Failed Attempts report for details.

SOCIAL_MEDIA_SURVEY_CREATION

Retry interval exceeded pull interval while retrying for temporary failures in processing social media reviews

Unable to retrieve social media reviews within the configured pull-interval. When a pull request fails, the platform automatically retries at 1,5, 25, and 30 minute intervals. This ticket happens when the intervals exceeds the time before the next regularly scheduled pull. This indicates a problem retrieving reviews and should be investigated.

STATS

Could not commit stats transaction, skipping all stats in this batch

Some statistics (login stats) were lost. Contact Medallia Support to identify the problem.

Too many user activities in one session. Please alert Engineering Reporting Team.

Over 1,000,000 activities recorded for one account during one session. This is an excessively high count and should be investigated by Medallia Engineering.

SURVER_EXPRESS

<n>/<i> ballots failed to be imported for batch id <batchID>

Ballots failed to import (<n> of <i> in the batch). Review the first exception in the stack trace for a indication of the actual problem.

<n>/<i> ballots were assigned to 'Pending Unit' for batch id '<batchID>'. Please adjust your survey to capture a unit for all surveys

Ballots imported did not have a (valid) unit. The survey record is created and visible in reporting, and a Unit record is created where the Unit ID is "*** Unit Pending" and the Name is "Unit Pending".

Failed ids[...] ... Null value for required field [Efield property] in [Survey...]

This should be obsolete since 22-Sep-2011. Happened when the Survey Engine returned a ballot that did not have a unit.

Failed ids[...] ... : Finished survey doesn't have a unit assigned

This should be obsolete. Happened when the Survey Engine returned a survey that did not have a (valid) unit. This happens in feedless surveys where the unit questions was never asked or when the unit assignment routine was erroneous.

The survey record is created and visible in reporting, and a Unit record is created where the Unit ID is "*** Unit Pending" and the Name is "Unit Pending".

SURVEY_EXPORT

Failed to run survey export <exportName>

Unexpected error during survey export. Consult the stack trace for indications of the problem.

This export is already running. Please wait until it finishes before running it again.

Happens when you t trigger an export that is already running and has not finished.

javax.mail.internet.AddressException: Missing final '@domain'

Happens during Export via Email when the Email From and To are missing the domain portion of the address.

Task <taskName> <taskIdD> failed execution

A scheduled export failed.

Export(s) are sending unencrypted files

The following exports are not using PGP encryption and are sending unencrypted files. All imported and exported files are required to use PGP encryption no later than January 31, 2025.

Transferring unencrypted files puts your program at risk for unauthorized or uncontrolled data access. Encrypted files can only be decrypted by using the private half of a PGP key pair, ensuring that only the intended recipient can open and read the file contents.

Exported files can be encrypted by requesting that the IT administrator responsible for the file transfer setup creates one or more PGP key pairs and share the public half of the desired key pair.

List of non-compliant exports found:

• Export XXX

• Export YYY

For information about PGP encryption, see Medallia public PGP keys.

Export(s) are using SFTP w/password authentication

The following exports are using password authentication to connect to an SFTP account. All SFTP accounts are required to use SFTP keys for authentication no later than January 31, 2025.

Using password authentication only is not a sufficient level of security for data transfer and can reduce the safety of your account. SFTP accounts that only use passwords for access can be more easily compromised or be accessed by unintended parties, putting data at risk.

SFTP accounts can be updated to use a SFTP key by requesting that the IT administrator responsible for the file transfer setup creates one or more SFTP key pairs and share the public half of the desired key pair. Once received, file a Medallia Support request to have the public key added to the SFTP account.

List of non-compliant exports found:

• Export XXX

• Export YYY

For information about PGP encryption, see Medallia public PGP keys.

SURVEY_SAMPLER

Sampling blocked due to total sampled records (######) gone over the company threshold (######) in the previous 24-hour window.

This happens when the sampler processed more records than permitted for the company in the last 24 hours. This threshold stops run-away processes or erroneous invitation feeds.

Important: This is a critical event that requires immediate attention. When this happens, all sampling is stopped for the company.

The Sampling Volume Threshold acts as a circuit breaker for runaway sampling. When the specified threshold is exceeded in a 24-hour period, all sample processing automatically stops and an event ticket is generated. When this happens the incident needs to be investigated to determine if the increased volume is expected and intended, in which case the threshold needs to be increased, and sampling restarted. In the event of run-away sampling, the problem needs to be resolved before restarting sampling for the company.

To resolve this issue, review the Invitations report to learn about the records that were recently sampled or waiting to be sampled. If there is a large volume waiting to be sampled, it might be indicative of a problem with the invitation feed.

Processing occurs in batches of 5,000, and all records before the threshold is reached will have been processed already. Only the records in the batch that exceeds the threshold and above will be blocked by the threshold event.

When confident Experience Cloud is not in an error condition:

1. Go to Company > Profile> Company Settings.
2. Increase the threshold, and click Unblock Sampling.
3. Manually re-trigger the file processing on Pretend-mode and verify no errors.
4. Manually re-trigger file-processing in Active-mode to resume sampling.
   • Be aware that if there is no duplicate-checker, all records on the file will be reprocessed a second time. With a duplicate-checker, previously processed records will be rejected (as duplicate) and only the previously blocked records will be processed successfully.

Important: Monitor this situation closely for the next 24 hours to verify sampling is processing a reasonable number of records.

SURVEY_SPEC_AUTO_PUSHER

Failed to auto-push survey spec <specID>

Attempt to automatically re-push the survey version files failed for the named survey. See Synchronize versions for more information.

TEXT_ANALYTICS_PARSER

Auto resume of last unfinished execution <taskID> for company <company> failed

An interrupted tagging task was not able to automatically resume.

Failure in text analysis. <n> out of <i> taggings failed.

The ratio of failed taggings to the total count of taggings exceeded 50%. If you see this message, manually re-trigger the failed processing as follows:

1. Navigate to Reporting > Text Processing > Global Text Analytics Settings > Processings.
2. Navigate to Execute Processing > Processing option and select Reprocess failed records.
3. Click Save.
4. Navigate back to Execute Processing > Processing option and check Confirm.
5. Click Reprocess all records.

   Depending on the amount of records, it may take a few minutes for this process to begin. To follow the state process, navigate to the Current executions section and Current or last job. Experience Cloud sends an email once processing is complete. For more information, see Text Analytics processing and initialization.

If the issue persists, contact Medallia Support for a resolution.

Publishing topic <label> failed for language <language>

Unexpected error when publishing the named topic.

Tagging failed for survey XXX, field YYY, survey skipped and parse_status set to PARSING_FAILED

Should be obsolete. Happened when the parser encountered very long sentences, or strings of excessive (consecutive) punctuation characters. These problems are automatically reported for further analysis. You can ignore these tickets.

Tagging failed for survey XXX, field YYY; field skipped and tag status for survey set to TAGGING_FAILED

Should be obsolete. If the survey was tagged, contact contact Medallia Support to Reset Tagging Failed Surveys.

USER_ACTIVITY

Missing sessionId when tracking UserActivity (information won't be tracked properly)

Unable to record user statistics for the account because there was no session ID.

TRANSLATIONS

WEB_FEED

IP not allowed. Remote iP: <IP address>. Please confirm the IP is allowed.

The remote IP for the Web Feed is not in the approved allow-list. Verify the address in IP allow-list property on the Web Feed screen.

No WebFeed found for username

The Web Feed is invalid for the account. On the Web Feed screen, verify the Username and Password properties.

WebFeed <feedName> generated had more than 100 errors in the last hour

This happens when a Web Feed using run concurrently mode had more than 100 issues (for example, Failure to parse a file) in the last 60 minutes. When there are less than 100 errors, each generates a Feed File with the error information. When there are more than 100, this ticket is opened and the Feed Files report stops reporting the errors.

WebFeed issue detected

The Web Feed is invalid for the Auto Importer processor. Verify that the Web Feed mode is valid for the Auto Importer plugin.

WEIGHTING

Updated segments for survey batch could not be determined for weighting scheme

An unexpected error occurred while updating the weighting scheme. Consult the stack trace for indications.

Segments for survey batch could not be determined for weighting scheme <weighting ID>

An unexpected error occurred while creating weighting scheme. Consult the stack trace for indications.