- ophoslyonAsked on January 11, 2017 at 12:15 PM
I have a problem: since a few days some of the columns of my submissions appear empty as if the answer on these questions had been cleaned for all submissions, but they still appear in my Google Sheets export.
Can you help get the answers back?
I am currently using this to update my members info by sending them the edit link so it is a bit urgent.
Thank you very much!
- JotForm SupportKevin_GAnswered on January 11, 2017 at 02:25 PM
I have checked your account and found what you're referring to, I have checked the email log for one of the submissions that shows empty fields and found there were indeed filled fields.
I will report this to our second level so our developers will investigate and resolve the problem, we will let you know as soon as we get updates regarding this.
- ophoslyonAnswered on January 16, 2017 at 09:40 AM
Thank you for your help. I am sorry to "urge" you but it is very inconvenient to be in this situation, do you have any update?
- BorisAnswered on January 16, 2017 at 11:06 AM
I'm afraid we do not have any updates from our developers yet, Ophelie, but I do see that the issue is assigned to one of the developers with important priority.
For now, we can recommend checking the missing data in your email history logs, or in your Google Spreadsheet. We will update you here when there are any news about the status of this issue. Thank you.
- ophoslyonAnswered on January 23, 2017 at 04:43 AM
Thanks for you answer, unfortunately this is really a problem for me and as I am a paying customer I hope you can make a goodwill gesture for this month.
I hope the problem can be fixed soon.
- JotForm DeveloperhasanAnswered on January 23, 2017 at 06:05 AM
I'm sorry for the late answer. There was an issue about keeping your data at our EU data centre.
We had to reset this preference to fix the problem. Your data is now in EU as before.
Could you please try to view your submissions and let us know if there are any missing ones?
- ophoslyonAnswered on January 23, 2017 at 06:26 AM
Thanks for your reply.
Apparently the data is still missing but maybe I need to wait for a bit ?
- JotForm SupportJim_RAnswered on January 23, 2017 at 07:34 AM
Hello Ophelie, I saw the same when I checked your Submissions.
Your latest reply has reached Hasan. You may be right with the assumption that you may have to wait but as a safety precaution, I still updated him about this so please keep an eye out for an update.
- JotForm DeveloperuygarAnswered on January 23, 2017 at 08:08 AM
We recovered your data through our old backups but we couldn't recover below three submissions. Sorry for inconvenience.
345536563842965807, 350185958441122201, 350369706771813069
- ophoslyonAnswered on January 23, 2017 at 09:05 AM
Thanks I can see them now!
When is this backup from? If people have made updates since then is it possible that they have to do it again?
- JotForm SupportWelvinAnswered on January 23, 2017 at 11:08 AM
As mentioned by our developer, it's coming from our old backups. As for the updates, you should get a notification about it unless you have disabled this option in your form email settings. Please check, it should be like this:
Edit Links won't expire so users will be able to edit submission again if they want to. Would you like them to stop editing submission? Let us know.
- ophoslyonAnswered on January 23, 2017 at 11:14 AM
YES BUT IF I ASK WHEN, IT IS BECAUSE I KNOW THERE MUST HAVE BEEN SOME EDITS AND WE NEED TO DO THEM ALL OVER AGAIN ! THIS IS WHY I NEED THE EXACT DATE OF THE BACKUP :(
- JotForm SupportWelvinAnswered on January 23, 2017 at 12:21 PM
I'm sorry for misunderstanding the question. I have relayed this to our developers. They should be able to answer this question for you.