Jotform Mobile Form app : iPad sending multiple emails

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    iwb
    Asked on November 07, 2019 at 07:12 AM

    Hello

    I have a user who using her iPad to complete a form where she does not have internet access.  She clicks on submit while offline and when she returns to the office she opens her ipad to wake it up so the jotform app can connect and finish her submissions.  Yesterday she completed two reports offline, when she returned the jotform app submitted her form to the server and it sent the email 11 times for each submission (22 emails in all) .  this happened approximately 4:10pm  local time.  This is the second time this happened to her, the first time each email was sent 4 times per form submitted. 

    Is there a way to fix this issue?  Is there a specific instruction set  my users should be following when completing forms offline and when they again have internet access?

    this was an iPad.

    Thanks 

    Kay K

     

  • Profile Image
    Richie_P
    Answered on November 07, 2019 at 08:56 AM

    We do apologize for the inconvenience.

    I have tested the mobile form app on my iPhone and  I can't seem to replicate the issue at my end .

    May we know the form in question?

    May we know also the iPad and IOS version?

    Looking forward for your response.

  • Profile Image
    iwb
    Answered on November 12, 2019 at 07:41 AM

    Hi

    the form is off--campus site visitation report   https://form.jotform.com/iwb/offsitevisit

    ipad is 5th generation  iOS v.  12.3.1


    thanks

    Kay


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    gerardw
    Answered on November 12, 2019 at 08:02 AM

    Thanks for providing the details.

    To test whether this issue is related to the form, I cloned and tested  your form on my iPhone since I didn't have an iPad, but I was not able to replicate this issue.

    Let me review this with our support team on an iPad and we'll revert via this thread.

  • Profile Image
    iwb
    Answered on November 12, 2019 at 12:10 PM

    thank you.   let me elaborate a bit more about my users workflow behavior.  using the app on her ipad with no internet access.  the form is checked for offline use.  she completes the form offsite and clicks submit and gets the message that it will be submitted/uploaded to the server when back online (i cannot remember the exact language in the message).

    she leaves the jotform app open and closes the ipad cover putting it to sleep.

    she returns to the office and opens the ipad cover, enters her PIN to unlock the iPad and the jotform app is showing on her screen just as she left it. 


    she does nothing else except wake up and unlock the iPad.   


    I don't know if these extra details will help or not, just in case...


    thanks


    kay


  • Profile Image
    Richie_P
    Answered on November 12, 2019 at 01:02 PM

    Unfortunately, I don't have an Ipad to test the steps you have shared. I did test with my iPhone  and I can't seem to replicate the issue.

    May we know if the user experiencing this issue was recently added as an assignee? 

    I have cleared the form cache.

    Let us know if the issue still remains.

  • Profile Image
    iwb
    Answered on November 13, 2019 at 09:20 AM

    she is not a recent assignee, she was the first form assignee I added when your app went live in June.  Thanks for clearing the cache.  I will let you know if it happens again.  ~ Kay

  • Profile Image
    gerardw
    Answered on November 13, 2019 at 09:25 AM

    Thanks for letting us know the update. Do reach out to us when this issue occurs again.

  • Profile Image
    iwb
    Answered on November 14, 2019 at 01:11 PM

    The issue just occurred again for a different user.  This time the form was emailed three times. username jbeard@towson.edu    

    email datestamp  is 11/14/2019  12:32 eastern standard time


    thank you

  • Profile Image
    Richie_P
    Answered on November 14, 2019 at 01:58 PM

    We do apologize for the inconvenience.

    I have escalated the issue to our back-end team for further investigation.

    They will contact you once updates are available.

    Can you please share the email address of other reports regarding multiple submissions/emails?

    May we know if this is the only form that is having an issue https://form.jotform.com/iwb/offsitevisit?


  • Profile Image
    iwb
    Answered on November 15, 2019 at 10:28 AM

    this the the only form that is being used at this time where there is no internet connection at the time the submit button is clicked.  it does not happen with any other app form that always has internet connection.  


    thanks  

     kay

  • Profile Image
    Richie_P
    Answered on November 15, 2019 at 10:51 AM

    Thank you for the added information.

    The ticket has been assigned to our developers and once updates are available, you will be notified via this thread.

  • Profile Image
    iwb
    Answered on February 21, 2020 at 11:23 AM

    Hello

    the user experienced this issue this morning.  She received 11 emails of her submission at 10:04 am (eastern time).  on the backend there are  5 separate submissions of the one form submission with identical data, all with different ID's  but the same timestamp within 1 minute of each other. 

    ID's 

    4581066140814624101

    4581066140812453503

    4581066130817082210

    4581066130813485898

    4581066130812907670


    The user uses an iPad that is not connected to the internet during the form completion. She returns to the office, unlocks the iPad and opens Jotform app.  From what she can tell the form submits once and within a minute or two she receives multiple emails , this time 11. 


    When I look at the form submission on an ipad in the app I also see the 5 submissions from today that was only one on her part.  She used the form last week the exact same way and did not have this issue 


    thanks  ~  Kay

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    Richie_P
    Answered on February 21, 2020 at 12:37 PM

    We do apologize for the inconvenience.

    Our developers are still investigating the issue .

    Can you please share the email address of the notification being sent?

    Also, if possible a screenshot?

    Guide:How-to-add-screenshots-images-to-questions-to-the-support-forum

    Looking forward for your response.



  • Profile Image
    iwb
    Answered on February 24, 2020 at 09:48 AM

    email address used to send the emails is noreply@jotform.com  

    the user is off site where there is no internet access using the jotform app on her iPad. the user returns to the office, opens her iPad and the submission is sent.  

    she receive 5 submission emails to kpottash@towson.edu

    there are also 5 submissions for the one form completion on the backend as indicated below.

    thanks

    kay


    1582555178816 Feb. 24 09.38.jpg

  • Profile Image
    Richie_P
    Answered on February 24, 2020 at 11:06 AM

    Thank you for the added information.

    I have asked the assigned developer for any updates regarding the ticket.

    They will contact you via this thread once updates are available.