My Form Folders: Sub-folders missing

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    newschool
    Asked on April 12, 2018 at 10:15 AM

    Something has occurred to folders that had sub-folders, they all seem to be gone from the folder listing in the "My Forms" area.

    We used folders and sub-folders for sharing, and now that no longer works because the folders are gone.

    What happened, this was not done on our end.

    Can this be restored?

    chris b

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    Richie_P
    Answered on April 12, 2018 at 11:33 AM

    I checked your folders and I can't seem to find any sub-folders.

    May we know the name of the folder that has the missing sub-folders, so that we can check it out?

    Thank you.


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    newschool
    Answered on April 12, 2018 at 11:39 AM

    There was a folder called "Schools"

    Within it was multiple subfolders, one was called "Parsons", another was "NSSR", "Drama", "Jazz"

    Some folder now appear at the root, but some are empty, some have random forms in them.

    cb

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    Richie_P
    Answered on April 12, 2018 at 12:55 PM

    As I check your "My forms" and I can't seem to find the "schools" folder.

    May we know the form Id's of the forms inside the school folder so that we can trace it?


    Thank you.


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    newschool
    Answered on April 12, 2018 at 01:04 PM

    The issue is that ALL the folders that had sub-folder no longer exist, so I cannot get you that information.

    So my folder called "Schools" is gone as are all of its child folders.

    All of the forms that were nested within those folders can now be found at the root of "My Forms"

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    Richie_P
    Answered on April 12, 2018 at 01:53 PM

    We are sorry for the inconvenience this may have caused.

    I have tried to replicate the issue at my end, but it seems if you delete a folder we cannot trace it in your activity logs.

    Can you confirm you're the only user of the account?

    Thank you.

  • Profile Image
    newschool
    Answered on April 12, 2018 at 02:00 PM

    Yes, I am the only user that can effect folder changes, other users were shared forms via folders, which now no longer exist. This is how it was brought to my attention. Access was lost when the folder ceased to exist.

    But the crux of the issue is that the folders were not deleted on my side, they are just no longer there.

    I need to know if they can be restored or do I need to re-create them and also what caused this and what can prevent it from happening again.

    cb

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    Richie_P
    Answered on April 12, 2018 at 02:13 PM

    Unfortunately, we cannot restore the folder at our end. You need to re-create them. We are unsure what may have caused this but if the issue returns let us know, so that we can forward them to our back-end.

    Again, we are sorry for the inconvenience this may have caused.


    Please let us know if we can be of further assistance

    Thank you.