Kiosk mode lost submissions?

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    Megan Veliz
    Asked on January 11, 2020 at 07:29 PM

    I was using a tablet to let leads complete a form while in offline mode, yet only 2 of the submissions were recorded?! I saw with my own eyes the thank you confirmation page. Please help. Is there a way to get them? 

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    Answered on January 11, 2020 at 08:16 PM

    Please note that the submissions received in offline mode shall be displaying a message 'Not Synced' in the submissions view.

    1578791493Screenshot (12-Jan-2020 6_38_4

    Once the device is connected to the internet, the submissions shall be synced with your account. If the app storage is cleared before connecting to internet, the offline submissions shall be cleared. 

    If you are referring to a form assigned to a different user, the submissions once synced shall be moved to the form owner's account.

    Please check again and let us know if you need any further help. Thanks!

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    Answered on January 11, 2020 at 08:18 PM

    The problem is I am not seeing them locally either. The form was completed maybe 10-15 times and I only have two submissions

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    Answered on January 11, 2020 at 08:56 PM

    I believe you were able to view this Thank you page each time the form was submitted in Kiosk mode and the form refreshed back to the main page. Is that correct?


    As per your last response, even after filling the form 10-15 times i.e. 10 to 15 submissions, you were only able to see 2 submissions in your View submission screen. Ideally you should be seeing these 10-15 submissions as "Not synced" status (as shown by my colleague above).

    Could you provide us a screenshot of the view submission screen on your app? You can attach screenshots on this support thread using this guide: How-to-Post-Screenshots-to-Our-Support-Forum 

    Could you also provide us your form URL?

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    Answered on January 11, 2020 at 11:04 PM

    yes, what you are showing and saying above is correct. The Refresh Form button typically was never pressed, it was left to do it on its own. Here is a screenshot of the submissions 1578802195B8FA0361-9A5F-4620-A77E-D389BC

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    Answered on January 12, 2020 at 12:29 AM

    Hello @mveliz,

    May we know if you already updated the Mobile app you're using?

    I just tried making a test submission to my test form on offline mode, however, I was not able to replicate the issue.

    The submission received in offline mode gets synced when I connect to the internet. Here's a screen recording of my test: 

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    Answered on January 12, 2020 at 12:36 AM

    I just made another test but now I encrypted the form since I can see that your form is Encrypted.

    I was able to replicate the issue. The submission gets saved when you fill out the form online, however, submissions received in the offline mode were not saved while the form is encrypted.

    I would like to confirm this to your form as well. If that wouldn't be an issue to disable form encryption, please do try that then make a test submission and see if submissions get saved even on offline mode.

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    Answered on January 13, 2020 at 08:33 AM

    Yes it is correct that my form is encrypted. I will turn it off going forward but it is safe to say that all the other entries are lost?

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    Answered on January 13, 2020 at 10:05 AM

    Unfortunately, on my test, submissions were not saved. It seems form encryption doesn't work in offline mode.

    If you could try disabling form encryption, please try that and let us know how it goes.