Jotform mobile forms: form submissions was deleted after phone reset

  • Profile Image
    pawgero
    Asked on June 23, 2019 at 07:27 AM

    Hi, just looking at one of my forms and all my submissions have been deleted? How has this happened i did not delete them can they be restored? And will this happen again?

    Looking to convince my company to continue the subscription, but without reliable data for analytics this will not be possible.    

    Thanks in advance for the speedy response 😂 only been waiting a few days now. 

  • Profile Image
    jherwin
    Answered on June 23, 2019 at 09:06 AM

    Hello @pawgero - I checked your account activity logs and see that you deleted submissions in one of your forms, kindly check the screenshot below.1561295028deleted.png
    Related Guide: How-to-View-Your-Account-Activity-Logs

    Can you please check if that is the submissions you're referring to?

  • Profile Image
    pawgero
    Answered on June 23, 2019 at 05:32 PM

    Hi Jherwin, I had already looked at the activity log and at that time of day I was driving. So,  as I said before "I"did not delete them.

    So is there a glitch somewhere?

  • Profile Image
    Nik_C
    Answered on June 24, 2019 at 02:14 AM

    Do you have anyone else using your account?

    Since submissions were deleted from your account.

    Also, please be mindful that deleted submissions cannot be recovered.

    We'll wait for your response.

    Thank you!

  • Profile Image
    pawgero
    Answered on June 24, 2019 at 11:09 PM

    Hi, nobody else has access to my account. The day they went missing I was using your app without any mobile data.  I had entered 5 submissions offline, then when I was back in a mobile reception area. I had an issue where my phone was not connecting to mobile data, so I power cycled the phone. 

    I then had mobile data again, but all but one of the submissions I had completed where gone. Meaning that all the submissions in the app where deleted and only one of the submissions I did offline was emailed through. 


    So is there an issue somewhere in your app, I would have thought it should be pretty hard to delete 20 submissions in one go. I would have thought it should require a 2 part authentication, ie are you sure you wish to delete 20 submissions. 

    What are your thoughts? 

  • Profile Image
    Richie_P
    Answered on June 25, 2019 at 01:26 AM

    To clarify, you have used the Jotform APP with your form http://www.jotform.co/form/91582113839865 and tested a submission offline but it had deleted all the submissions in the form?

    May we know if you were in the Kioskmode when you entered your submission offline?

    May we know the mobile device you're using when this issue occurred?

    Looking forward for your response.

  • Profile Image
    pawgero
    Answered on June 26, 2019 at 03:26 AM

    Yeah, had filled out the form several times throughout the day through your app. Was just selecting fill out form in the drop down menu. Not in kiosk mode, I'm unfamiliar with how this is different.  I was in a region without mobile service, so I figured this would be a good real life test for it. 

    As I said previously phone failed to reconnect to mobile data so did a power cycle on my pixel 3 phone. And when it had rebooted I noticed only one of the 5 forms I fill out had been emailed. And it had deleted all my past entries. 

    Thanks for your help

  • Profile Image
    jherwin
    Answered on June 26, 2019 at 04:44 AM

    Well, that's strange. Submissions will not be deleted automatically and your activity logs show that someone has deleted the submissions. Also, if you use the app as offline mode there is no way that you can access submissions and delete it.

    Unfortunately, the deleted submissions can't be restored. Sorry for the trouble caused to you.

  • Profile Image
    pawgero
    Answered on June 26, 2019 at 08:28 AM

    So out of curiosity, how hard would it be to delete 20 submissions via my phone all at once?

    Thanks 

  • Profile Image
    Richie_P
    Answered on June 26, 2019 at 09:34 AM

    We do apologize for the inconvenience.

    Do note that the form will not open when there is no mobile data.

    I have tested the Jotform APP but I can't seem to replicate the issue.

    Let me try to escalate this issue to our back-end team for further investigation.

    Our developers will notify you via this thread when updates are available.


  • Profile Image
    cem
    Answered on June 27, 2019 at 11:41 AM

    Hello pawgero,

    Sorry for the inconvenience we have caused so far. There was a problem with submission synchronization while switching application from offline mode to online mode. The exact case was related to creating a new submission and removing it without switching from offline mode.

    Your submissions should be recovered at the moment. Can you check and verify whether there is anything missing?

    Thank you.