Problem w/ Submissions

  • Profile Image
    SvRoyalty821
    Asked on August 03, 2017 at 02:22 PM

    Hey again Jotform,

    I sent a ticket earlier about a related issue.

    I think that there is a problem with the submissions to the survey I created.  Several people have let me know that they have completed the survey but I haven't seen any new submissions, anywhere in the JotForm reporting. 

    Also, it seems as though the form is submitting via desktop but on mobile, the response hangs.  

    Is there a way to know if we are having a problem collecting responses?  I'd love to catch this asap, before we miss out on the valuable data.  

    Let me know if you need anything from me.

    Thanks! 

    - Mark 

  • Profile Image
    aubreybourke
    Answered on August 03, 2017 at 02:49 PM

    We are experiencing a problem with payment integrations. But the development team have given us the signal that it should be fixed now.

    Can you please try it again, and get back to us?

  • Profile Image
    SvRoyalty821
    Answered on August 03, 2017 at 02:53 PM

    Hey Aubrey, 

    Our survey doesn't have any payment options attached.  

    Either way, submissions via desktop are working but we are still experiencing issues with submissions via mobile.  The form just hangs on Please Wait.  

  • Profile Image
    aubreybourke
    Answered on August 03, 2017 at 03:24 PM

    I tested it on an iphone 6:

     

    With Samsung Galaxy S5

     

    And on the desktop it submitted aswell.

    So it looks like your form is doing just fine.

    If it does happen again, please tell us what phone model was it? And what browser did they use?

  • Profile Image
    SvRoyalty821
    Answered on August 03, 2017 at 03:52 PM

    Thank you so much!! 

    Yes, we just tried testing on our end with various browsers and phones and it seems like everything is working fine.  Occasionally, our respondents reported an issue on iPhone submissions but if we asked them to reload the survey, it looks like they could submit fine.  I will let you know if it happens again, along with more information about their model and browser.  

    Last question - for the folks who tried to submit via mobile earlier but just got hung up on the "Please Wait" issue, would their responses be collected by JotForm? Or do we need to try and track them down and ask them to resubmit?  

    Really appreciate all of your help.  Seems like you guys were inundated with tickets this morning related to that payment issue and I appreciate your responses! 

  • Profile Image
    aubreybourke
    Answered on August 03, 2017 at 04:07 PM

    Very welcome. 

    I doubt that the information was submitted. If you have their names you can search your submission data (My Forms > Submissions > Scroll down to the grid listing > search for their name)