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Troubleshooting Exports

If you're having trouble with your export or spreadsheet, click a topic below for more information:

Unicode displaying incorrectly

Try opening the file as a CSV. When you download the XLS format, the download also includes a CSV folder. Use the Text Import Wizard to help you with the process.

When using the Text Import Wizard, select Delimited, Comma, and Text in the prompts.

Data all in one column

Try opening the file as a CSV. When you download the XLS format, the download also includes a CSV folder. Use the Text Import Wizard to help you with the process.

When using the Text Import Wizard, select Delimited, Comma, and Text in the prompts.

Time stamp or Date/Time question data doesn't show

The info is there, but it's hidden. Edit the cells in Excel:

  1. Right-click on the affected cells and select Format Cells.
  2. Go to the Number tab.
  3. From the Time category, choose the desired format, then click Ok.
Incorrect time zone

When browsing responses on SurveyMonkey, the date and time is determined by the time zone of the computer or device you're using. When you export survey data, most time stamps are recorded in UTC (Universal Coordinated Time), also known as GMT (Greenwich Mean Time). Only PDF and PPT summary data exports are based on the time zone of the computer or device you're using.

File too large

There is a limit of 3000 answers for PDF exports. An answer is the total number of survey responses multiplied by the number of questions in the survey.

No data for rating scale question

If you used a Rating Scale question, you need to add column choices or labels in the survey design in order for the data to export to the spreadsheet.

  1. Go to the Design Survey section of your survey.
  2. Find the Rating Scale question you used.
  3. Add column choices or labels and save.
  4. Go the Analyze Results section of your survey and export again.
Export won't open

If your export won't open, you might need to decompress the file or enable pop-ups in your browser.

Text analysis categories

You can’t export responses by a particular category. In other words, if you filtered the responses by category and then export the question, all responses and categories will export. If you have a Summary Data export in XLS or CSV, you can filter and delete responses in your spreadsheet software.

To filter your categories in a spreadsheet:

  1. Right-click on the cell labeled Categories and select Sort.
  2. Select Sort A to Z.
  3. All your categories will be grouped together and you can edit your spreadsheet to show the filtered categories you want to display.
Many formatting issues are resolved by using the Text Import Wizard to open a CSV. Format cells to change the date or number format.

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