Blank PDF Form and also not showing on submissions

  • Profile Image
    Chamberdunn
    Asked on January 12, 2017 at 10:28 AM

    We have had a number of form entries come through that attach a blank pdf version and also doesn't come up in the submission section of the form - it comes up blank and doesn't show up when you download the submissions as an excel format.

    But on the confirmation email I get when the form is completed you can see all of the answers. 

    Can someone help fix the problem? 


    Many thanks, 

  • Profile Image
    Boris
    Answered on January 12, 2017 at 12:18 PM

    I have checked submissions on all of your forms, and I can see the data correctly on the submissions page of each of your forms:

    https://www.jotform.com/help/269-How-to-View-Form-Submissions

    I also noticed that you are from Europe - please keep in mind that due to legal reasons, all form submissions you collect are stored in our European datacenter in Germany, which means that you must login over our EU site in order to access your submission data:

    https://eu.jotform.com/myforms

    Please try it out, and should you experience any issues when using our EU site, please let us know which form it is about and we'll gladly log into the account and check it out for you. Thank you!

  • Profile Image
    Chamberdunn
    Answered on January 12, 2017 at 12:24 PM

    When i look on the submission for: Guardian Award 

     

    https://eu.jotform.com/submissions/62454302452347

     

    There are 2 submissions received at 2.53pm and 3.15pm both of which have no data - i know the submission from 3.15pm has been completely successfully as in the email confirmation the submission was there. 

     

    Many thanks, 

     

  • Profile Image
    Kevin_G
    Answered on January 12, 2017 at 03:03 PM

    I have checked the submissions through our non-EU website and found them: 

    Somehow those submissions were stored on our non-EU server so what I would suggest you is to go to the data section in your account https://eu.jotform.com/myaccount/data and un-check the EU option, then once you have moved your data to our US server you could check the EU option again so all the data is transferred and you can see the missing submissions on your end too. 

    If the problem still persists, please let us know.