- daviddrewAsked on January 06, 2017 at 11:36 AM
So here we are a couple weeks later and again data has stopped coming through to google sheets. I really don't understand how there is so much downtime here. Don't tell me it's google, that's a long shot. Can you please explain why the frequency of this downtime is gaining? It used to be once a month now it's almost weekly. What is JotForm doing to fix this problem? Being a gold member, I would assume I am due some sort of answer to give me some comfort that I'm not wasting my money with this service. Each time this breaks, we have workflows that break. Businesses that pay and rely on other business should be held to some sort of standard and agreement of service.
- JotForm SupportdavidAnswered on January 06, 2017 at 12:38 PM
Which form are you having trouble with? We can try to sync the data back to your sheet from our end. If you are making any changes to the sheet, it can cause the integration to break.
- daviddrewAnswered on January 06, 2017 at 01:47 PM
That didn't answer my question. What is being done to fix this? Resyncing isn't going to accomplish anything other than breaking my formats. The massive delay in data feeding needs to be fixed.
- daviddrewAnswered on January 06, 2017 at 02:53 PM
Last test revealed an hour delay. Still no answer regarding a fix 2 hours later.
- JotForm SupportdavidAnswered on January 06, 2017 at 05:08 PM
If you are editing the integrated sheet it can cause the integration to break. If you need a formatted sheet, I would recommend setting up a second sheet and using the import range function to populate that sheet:
- daviddrewAnswered on January 08, 2017 at 03:59 PM
Whatever you name it, please have someone else work on the issue. Your responses make me feel like you're and automated response. You are not reading what I'm saying apparently. Please go back and read the previous 10 support forum posts I've made and countless others from other users. This is not a user caused problem. I have integrated with google and jotform for well over a yeah and know the ins and outs regarding breaking the connection. Please understand that your backend developers need to find a fix to the delay problem that happens frequently.
- JotForm SupportChriistianAnswered on January 08, 2017 at 08:48 PM
We apologize for the issues that you are having with the google sheet integration. I understand that you have been experiencing this issue frequently.
I cloned one of your recent forms and made several tests with the google sheets integration. Unfortunately I am unable to replicate the issue. I did not experience any delays with the submissions on the google sheet spreadsheet.
If possible, can you please give us the link to the spreadsheet where you are experiencing the delays so we can check it further? Please share the spreadsheet to "Anyone with the link" so the Jotform team can view it. I have set this thread to private so only you and the support team will be able to the thread.
I will be waiting for your response.
- daviddrewAnswered on January 09, 2017 at 12:41 PM
As it typically does, the problem worked itself out over the weekend. but it has now started up again and there are delays up to an hour from form submission to the time it shows up in the google sheet.
the name of the form is 'Visit Check In"
- JotForm SupportdavidAnswered on January 09, 2017 at 02:15 PM
I checked your form and it does look like there is a significant delay in submissions being forwarded to the sheet. I sent a test submission at 10:57 and it still has not come through to your sheet.
I tested with a few of my own forms and was unable to reproduce the delay. Submissions through my test forms all arrived in the integrated sheets nearly instantly.
I will forward this to our developers to see if they can provide any further information as to why there is a delay with your form.
- daviddrewAnswered on January 09, 2017 at 05:27 PM
Any movement on this? This is happening with all of our forms right now.
- JotForm SupportChriistianAnswered on January 09, 2017 at 06:30 PM
Unfortunately, there is no update from our developers yet regarding this issue. We will follow this up with our developers and inform you once we get any feedback.
- graham1370Answered on January 09, 2017 at 10:10 PM
Same here, same problem again and again and again. Plus the standard "don't immerse in water and make sure you plugged it in and switched it on" basic manual response.
It's getting really tiresome. Anyone know of a better company ?
- daviddrewAnswered on January 10, 2017 at 11:01 AM
In this case, no news is definitely bad news. We're still experiencing this problem. I have no other option but to look for JotForm alternatives. Either your developers are incompetent or you really just don't care about your customers.
- daviddrewAnswered on January 10, 2017 at 12:05 PM
Have your developers changed something since these sheets were integrated. When creating a new sheet integration, the responses show up in a tab called 'Sheet1' now instead of 'Submissions' which was used in the past. Also, renaming one of the column headings on a newly integrated sheet doesn't prevent new submissions from coming in which was the case before. If this change is what has caused this massive delay and it is a requirement for us to just reintegrate - fine, but please at least give us that much in an answer.
- daviddrewAnswered on January 10, 2017 at 12:19 PM
Another observation - you can no longer delete a column in Google Sheets to omit that data. It just offsets everything now when a new submission comes in.
Check out the last record, how it is offset after I deleted the submission data/time that was column A and then making a new submission. In the past, when deleting a column, it simply omitted the data for any new submissions.
- JotForm SupportdavidAnswered on January 10, 2017 at 01:26 PM
Tickets are addressed in the order received and by assigned priority. As soon as the developer assigned to this has a chance to get to your ticket, we will update you via this thread.
Editing the data entered into the sheet can cause issues with the integrated sheet. If you need a sheet that can be updated, I would recommend creating a second sheet and importing the data from the integrated sheet.
- daviddrewAnswered on January 10, 2017 at 01:31 PM
Ughh... did you read what I wrote? Do you have fundamental understanding of logic? That response is so canned and irreverent. I'm telling you specifically things that are broken that were once working. That screenshot is a new sheet and integration I created for testing purpose along with my findings in relation to how new submission come in currently versus in the past.
Stop giving me the "editing a sheet can cause issues" response. This isn't me first time using your forms and google integration. At this point I'm 100% certain I have a much better understanding of how it works than do you. Please stop responding unless you have verbatim information from a developer, you are of no help.
- JotForm SupportdavidAnswered on January 10, 2017 at 01:36 PM
My apologies, I am only speaking from my own experience. We will let you know when there is a response from the developer assigned.
- daviddrewAnswered on January 10, 2017 at 01:40 PM
David, my apologies for coming across as brash, but I have been dealing with this problem for months and in the past two weeks it has become debilitating due to the delays not clearing up after a few hours like they would in the past. This has put so many processes at my company on standby and all this after switching to a gold plan and having confidence that your platform would meet our needs. I don't know how escalations work at JotForm, but I think given the history with this problem, this would be pretty high on the list. I'm sure there are plenty of other businesses and customers out there that rely on the google sheet integration.
- graham1370Answered on January 10, 2017 at 05:54 PM
The funny thing is, these forum columns always read the same way. One trying to explain the problem, the other almost cut and pasting the response. Can't do this with google sheets, can't do that, why don't you try reintegration ahhhhhh. We know, we know !. Then a discovery that also this or that now does not work in google sheets which worked before. "Did your developers do something"
The biggest question is why. One day everything is fine, the next, everyone is hurled into bedlam as Jotform throws us another curve ball and truly upsets our businesses. Real businesses that rely on this stuff.
Why don't your developers just stop dicking with the system. Everytime they touch it, it crashes in one way or another.
Same question as before is there a proper alternative to jotform anyone, I'm so so tired of this.
- daviddrewAnswered on January 10, 2017 at 06:17 PM
Graham, you forgot the part where they don't like more than one user complaining about the same related issue in one forum post as if we are stronger in numbers or that it would escalate the issue beyond the knowledge of the common forum admin. I can't count the amount of times some one has jumped in an commented on my post because they had the same issue, only to be attacked by the admin and told they need to create a new post. What's that all about?! That's how support forums work! How is it that JotForm doesn't know common usage for these types of forums?
- JotForm Support ManagerJeanetteAnswered on January 10, 2017 at 06:44 PM
@daviddrew and @graham1370 : First of all, I want you both to know you've been heard. I am preparing a message to be sent to our CTO and CEO about this continuous issue with google integration. Now let me address your main concerns:
1. On regards to the comment made by graham1370
The biggest question is why. One day everything is fine, the next, everyone is hurled into bedlam as Jotform throws us another curve ball and truly upsets our businesses. Real businesses that rely on this stuff.
We switched data centers yesterday. We switched back to AWS. That probably caused this issue, yet we need to investigate and find a solution for this recent constant problem
In the past, when the problem would come up every once in a while, the root cause would usually be Google (API, server glitches, etc), as far as the devs informed to us. However, I agree with you both, so we ought to find a better and stable integration.
2. On regards to the last question and comments made by daviddrew
In general, the reason why we usually ask users to open a new thread, is that when a problem cannot be resolved by the support team, we must open and escalate tickets in the thread (this is something you do not see, but we see them internally) .
And we must do it for each user, mostly because we need to have a method of tracking all the users that are reporting the problem and when we find a solution, we ought to test individually and get back to the forum thread in order to update every single user when the problem is solved. At the same time, we ought to close the tickets and keep track of the resolved issues, keep track of recent trending problems etc.
Sometimes when a trending issue is huge and affecting lots of users, the support team would not ask to open separate threads (and should not), they simply must report the thread already opened, and open tickets in each and every thread, no matter if it has more than one user complaining.
Then they must work with developers in the back end to find a solution: Troubleshooting, testing and getting back to the threads. So it is useful to know from a user that this might not be put into practice by each member of the staff.
Anyhow. I've taken notes and we will have a discussion to find a solution for all the things pointed out regarding to the present issue.
- daviddrewAnswered on January 11, 2017 at 02:18 PM
Thank you for giving a more detailed answer other than "is it plugged in?". With that stated, have the developers put their finger on it yet? Any ETA so I can inform the involved parties impacted within my organization that rely on this every day?
- JotForm Support ManagerJeanetteAnswered on January 11, 2017 at 05:28 PM@daviddrewHere is an update from the Performance Dev Team which is in charge of this integration:"Yesterday's problems were related to servers, this is fixed now. However, we are very aware of the recent spreadsheet problems. We have updated our Google API and moved to another server in an effort to provide a better and stable integration. Nonetheless, newly created forms are working with the new Google API since last month and they seem to be fine, but Google related problems will still persists(Auth token) for a number of users whose integrated forms with Google were built with the old API"So, in order to fix this issue and get a more stable and reliable integration, please re-integrate your forms with Google.We would be eventually informing all affected users in case there is a deadline enforced by Google to switch completely over the new API. We should also inform to our users what would happen after the deadline.
- daviddrewAnswered on January 12, 2017 at 09:06 AM
The new API isn't remotely the same as the previous one and is lacking greatly.
-When connecting a sheet it now uses 'Sheet1' instead of 'Submissions' sheet to house the submission data.
-Order of columns can no longer be rearranged because all new submissions come in with the original order from the form. Displaying data for the back office in a different order in which it's presented to the form user is pretty critical to workflows. This is not how it worked in the past. See my example in an above post.
-You can no longer delete unneeded columns, it will just offset the new submission because the new submissions come in with the deleted column's data.
It's as if the data is no longer linked to the column headers like it was in the past. In the past, we'd protect row 1:1 from editing because it would break the integration if anything linked to a form field was modified. Now, it's like it doesn't matter if you override what the headers are. I imagine we can circumvent this by adding hidden empty fields on all of our jot forms, but before I even attempt this, is this API still being developed? And that still doesn't fix the rearrange/order issues. It seems like they simply got data feeding into Google Sheets and just completely ignored the previous API's functionality.
- JotForm SupportKiranAnswered on January 12, 2017 at 11:32 AM
Thanks for the explanation. Since the issue is already forwarded to our backend team, you'll be addressed with the issue as soon as we have an update.
We are sorry for the inconvenience this may have caused.
- JotForm Support ManagerJeanetteAnswered on January 12, 2017 at 11:39 AM
Thank you for reporting your findings. I have updated the ticket with your comments.
- daviddrewAnswered on January 12, 2017 at 05:21 PM
I'm at a loss for words. I spent time redoing everything with the new API and now it's stopped working after 6 hours, and no there has not been a sheet change.
- JotForm Support ManagerJeanetteAnswered on January 12, 2017 at 09:23 PM
It seems the problem is at Google side. This is the latest update from our devs:
"Currently, Google rejects to respond our requests because of daily API limits. We checked our usage, however, we aren't even close the daily quota. We are working on it."
- charitychallengeAnswered on January 12, 2017 at 10:31 PM
I am also now having the same problem. Google Spreadsheets integration does not pick up new submissions.
I use this to give my customers live access to their events registration data in a nicely formatted fashion. This is a very important function for me.
Now I am unable to provide this service to my clients which means I will have to manually provide them an update at least once every day, which is a tedious process and it does not achieve the ideal real-time information, which is not good.
I understand if the problem is out of your control, but this then causes a problem for your customers.
Perhaps Google Spreadsheets is not the ideal solution if they are not able to properly support you and maybe there is a better solution you need to consider.
- JotForm SupportChriistianAnswered on January 13, 2017 at 12:14 AM
We understand that the resolution of this issue is of the utmost importance. Our developers are working hard towards resolving the issue with the API limits from Google. With regards to other alternatives on displaying the data live, you can check out our Form Reports feature where you can display a table of the submissions. Here's our guide: How To Create Form Reports in JotForm
We will continue to provide any further news from our developers on this thread.
- nuparadygmAnswered on January 13, 2017 at 12:34 AM
We're having the same issue too. We have two similar forms and both integrated with Google sheets. One is working fine and the other just having this same issue, the submission is not reflected in my integrated Google sheet.
- JotForm SupportKiranAnswered on January 13, 2017 at 01:43 AM
Thank you for reporting the issue. Since the issue is already forwarded to our backend team, we'll wait for the response from them. You'll be also updated through this thread once we have any news in this regard.
We appreciate your patience and understanding. Thank you!
- charitychallengeAnswered on January 13, 2017 at 02:18 AM
Thanks for suggesting Form Reports. Unless there is a way I can manipulate this data using standard spreadsheet logic (e.g. only display certain info in certain cells depending upon other cell data) in order to present in certain ways, I don't think this will work for me.Please advise if can manipulate the report (spreadsheet) as suggested above beyond just choosing which fields to display. Or can I for example reference a specific report (and the cells) from say a Dropbox spreadsheet in order to then manipulate?
- JotForm SupportChriistianAnswered on January 13, 2017 at 03:45 AM
I understand that the Form Reports is not suitable to your requirements.
To better assist you with your query, I moved your question to a different thread. please see this link: https://www.jotform.com/answers/1033596
- daviddrewAnswered on January 18, 2017 at 04:14 PM
It's happening AGAIN. Can someone please look into this? It seems to be happening with one sheet integrated to the new API. And I can't afford just to reintegrate and lose all my formatting. That's not an option. In my account there is a form called 'Visit Check In 2'. The integration between that and Google Sheets is hosed up right now, data i snot flowing.
- JotForm SupportKiranAnswered on January 18, 2017 at 05:26 PM
We are sorry for the inconvenience this may have caused. Your response is received by our backend team. Let me also send a note to see if we have any update in this regard.
- daviddrewAnswered on January 19, 2017 at 08:41 AM
This is still an issue this morning - any news from the back end team?
- daviddrewAnswered on January 19, 2017 at 09:02 AM
Is there anyone I can call and talk to on the phone? I'm dumbfounded by the lack of substantial responses from this support forum. After shelling out for a gold account, paying for a year up front, having to deal with this integration issue for over 4 months, I would imagine that I'm at least owed that. Is there a technical director or director of your development team? If JotForm can't get this figured out in 4 months, I have little faith in this service going forward. You should've just pulled the google integration knowing that you weren't putting proper focus and resources on it. And if you truly did have developers working on this integration for the past 4 months, you really should look into that as well. Instead what has transpired is you left this integration out there for your customers to deal with and just waited for complaints to pop up. What a terrible way to do business.
- JotForm Support ManagerJeanetteAnswered on January 19, 2017 at 10:53 AM
We are very aware of the problem. I myself have been in communication back and forth with developers in charge of this integrations. They've been working hard to fix all reported issues.
The reason is that Google has continuously applied strict limits in their API. So, our developers have applied for a higher limit that should solve all these issue, but it may take a while until Google approves the application.
We know the most recent issue is about upload fields showing an error upon submission. At the moment it is not affecting a large number of users.
According to our developers, last week 7k submissions failed this is a small number compared to our volumes. Most likely is related to server changes which affected uploaded files to drive. However, Gdrive should be fixed for the long term now, but Spreadsheets issues may still continue.
In the meantime our devs have implemented a temporary solution and they are monitoring it.
If you still have questions, I am here to respond.
- daviddrewAnswered on January 19, 2017 at 01:40 PM
Jeanette - that still doesn't answer why this integration suddenly stopped working on this one sheet or what can be done about fixing it, shy of just reintegrating which breaks everything.
- JotForm Support ManagerJeanetteAnswered on January 19, 2017 at 01:51 PM
Let me ask devs about it. They should update this thread.
- JotForm DeveloperDenisAnswered on January 20, 2017 at 03:33 AM
Sorry for the trouble, problem should be fixed now. I've merged your missing data into your spreadsheet. But if your current sheet is edited and rows are broken, please reintegrate your form. If this issue occurs again please let us know.
- charitychallengeAnswered on January 29, 2017 at 11:47 PM
This is clearly an ongoing issue and extremely frustrating to have to manually remove and restart integration in order to access all records via a spreadsheet in real-time - I've had to do this twice today because I have a customer who is accessing this data via Google Sheets, so unless I am manually doing the above, the customer will not see all records - but I cannot be sitting here just waiting for the integration to stop.
This problem has been ongoing for a while.
You have already advised it is out of your control but your developers are trying to resolve.
Please advise where this issue stands.
- JotForm SupportChriistianAnswered on January 30, 2017 at 01:23 AM
I will forward your concern to the development team so that they can address your query. We will let you know once there are any updates.