3rd Party: Some Qualtrics Connectors Experiencing Sync Failures with the Error 'Unable to Connect to SAP Qualtrics'
Incident
Report for Fivetran
Resolved
This incident has been resolved. We have observed that instance rates are returning to normal levels and affected connectors are syncing successfully.
Incident Summary
Description:
We identified an issue with the Qualtrics connection, which resulted in syncs failing with a "Uh oh! We were unable to connect to SAP Qualtrics server using your Credentials. Error : HTTP 403 Forbidden" error.
Timeline:
This issue began on 6th August 2025 01:00 AM UTC.
Cause:
Fivetran's API was getting blocked by Qualtrics's CDN (Akamai).
Resolution:
We have temporarily paused syncing of DIRECTORY_CONTACT and its child tables for connections in the GCP us-east4 region.
To reduce failures caused by excessive API calls, we have also lowered the API rate limit, which may result in slower sync times.
We are actively working with Qualtrics to investigate and resolve an issue with the affected endpoint that is contributing to these failures.
We will keep on adding further information once we receive it from Qualtrics.
Incident Summary
Description:
We identified an issue with the Qualtrics connection, which resulted in syncs failing with a "Uh oh! We were unable to connect to SAP Qualtrics server using your Credentials. Error : HTTP 403 Forbidden" error.
Timeline:
This issue began on 6th August 2025 01:00 AM UTC.
Cause:
Fivetran's API was getting blocked by Qualtrics's CDN (Akamai).
Resolution:
We have temporarily paused syncing of DIRECTORY_CONTACT and its child tables for connections in the GCP us-east4 region.
To reduce failures caused by excessive API calls, we have also lowered the API rate limit, which may result in slower sync times.
We are actively working with Qualtrics to investigate and resolve an issue with the affected endpoint that is contributing to these failures.
We will keep on adding further information once we receive it from Qualtrics.
Update
We are continuing to observe improvement in sync success rates for impacted Qualtrics connectors. Over the last 3 hours, Failure rates have been reduced.
Our team remains actively engaged in monitoring all affected connectors to ensure stability.
Our team remains actively engaged in monitoring all affected connectors to ensure stability.
Monitoring
We have deployed a fix for this issue.
We will continue to monitor all affected connectors until they resume their normal sync functionality.
We will continue to monitor all affected connectors until they resume their normal sync functionality.
Update
Our IP address has been blocked by Akamai, the content delivery network used by Qualtrics. We are in active communication with the Qualtrics team to expedite a resolution to this issue.
Identified
We are observing continued issues with the directory_contacts endpoint in SAP Qualtrics affecting some connectors. Specifically, we are:
Receiving 403 Forbidden errors when calling the directories/directoryId/contacts endpoint. This appears to be a source-side issue, and we have reached out to Qualtrics support.
We are actively following up with Qualtrics and continuing our internal investigation.
Receiving 403 Forbidden errors when calling the directories/directoryId/contacts endpoint. This appears to be a source-side issue, and we have reached out to Qualtrics support.
We are actively following up with Qualtrics and continuing our internal investigation.
Investigating
We have identified an issue where some of the Qualtrics connectors are failing with a "Uh oh! We were unable to connect to SAP Qualtrics server using your Credentials.
Error : HTTP 403 Forbidden" exception. We are currently investigating in more detail and will provide additional updates accordingly.
Error : HTTP 403 Forbidden" exception. We are currently investigating in more detail and will provide additional updates accordingly.
This incident affected: Support connectors (Qualtrics).