3rd Party: Some Qualtrics Connectors Experiencing Sync Failures with the Error 'Unable to Connect to SAP Qualtrics'

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:
As a workaround, we’ve temporarily paused syncing of DIRECTORY_CONTACT and its child tables for connections running in GCP us-east4 region. We're currently working with Qualtrics to investigate and resolve the issue with the affected endpoint, which has been contributing to these failures.
We will keep on adding further information once we receive it from Qualtrics.

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.

We have deployed a fix for this issue.

We will continue to monitor all affected connectors until they resume their normal sync functionality.

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.

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.

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.