Android App: Mobile Forms App very slow

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    HuttonSafetyGroup
    Asked on June 19, 2020 at 11:59 AM

    Hi there,

    We've been receiving a number of complaints that the mobile forms app is extremely slow to load/open. I have verified that the users are on various devices - iPhones, androids, tablets. They are in full service range/wifi areas.

    Any ideas? 

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    roneet
    Answered on June 19, 2020 at 12:22 PM

    Could you please re-install the app to get the updated version of the app.

    Also, you may restart your mobile.

    Are all your users experiencing this issue or it is with some specific users?

    Looking forward to your response.

    Thanks.

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    HuttonSafetyGroup
    Answered on June 23, 2020 at 10:22 AM

    The user app information is: S10 Android device and app version is 1.12.13 

    At this time we have just been notified of a few isolated cases, but this case is the worst. 

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    Kiran
    Answered on June 23, 2020 at 10:50 AM

    Could you let us know if you are logging into your Jotform account HuttonSafetyGroup on the mobile device? If so, please note that it may take a while to sync the forms and submissions to your app due to the number of forms. It might freeze when we try to push or pull more forms/submissions to sync manually by searching or scrolling. If you are logging into a different account, please let us know. We will be happy to take a look again. 

    Thanks!

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    HuttonSafetyGroup
    Answered on June 23, 2020 at 12:01 PM

    Hi there,

    No in this instance the user is philip.behan@coregeomatics.com 

    He should only have about 15 or so forms assigned to him. 

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    Kevin_G
    Answered on June 23, 2020 at 01:45 PM

    Thanks for the details. 

    I've been testing the mobile app on my end, I'm using a device running Android 10 as well, but so far, I was unable to replicate the same issue, I've some forms on my testing account and assigned more than 15 forms as well with several submissions, but the app keeps working as expected. Here is an example about it: https://drive.google.com/file/d/18bMJ-Ti4Hod0NcihfUv4eCt9kos13lPR/view?usp=sharing

    Kindly make sure your app is updated, if the problem persists, you may also assign the forms to one of our testing accounts, kindly confirm, so we can provide a Jotform account username where you can assign them, and we will perform some tests in order to find if this is related to your account only. 


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    HuttonSafetyGroup
    Answered on June 23, 2020 at 02:26 PM

    Are you in full wifi? Can you test it in less range of service or even in offline mode? 

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    Carlos_C
    Answered on June 23, 2020 at 04:12 PM

    I'm currently looking at the App, I'll update you on this same thread as soon as I have some news.

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    Carlos_C
    Answered on June 23, 2020 at 04:40 PM

    Hello,

    Thank you for your message.

    I already try with a really old Android device and submit the form in offline, I have 480 form in my account.

    This is the result https://drive.google.com/file/d/1EwtIlj6LC50n2nFDsEGfZ-FQNDbHSUCx/view.

    Please provide us the form URL that is having issues so we can clone it and test.

    If you need any further assistance, please let us know. We will be happy to help.

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    HuttonSafetyGroup
    Answered on June 23, 2020 at 04:51 PM

    We're just finding the app to be very slow in general lately. Here's a video of us trying to access forms on a Samsung 10 today in excellent wifi - it took nearly 20 minutes to load all of the forms into the app, and then when we tried to open one, it wouldn't recognize any tap/selections. 

    https://drive.google.com/file/d/10_SHmMUNu8U4Vxu29U4JEury30diguI6/view?usp=sharing 

  • Profile Image
    Mike_G
    Answered on June 23, 2020 at 07:16 PM

    The link to the Google Drive file you shared is not set as "public" and we are not able to view it.

    As for your concern, is there any other available device you have where you can install the latest version of the Jotform Mobile Forms app to test the issue? Log in the same account and check if the issue persists in the new device.

    We will wait for your response.

  • Profile Image
    HuttonSafetyGroup
    Answered on June 24, 2020 at 09:44 AM

    Thanks, I made the link public now.

    Yes - we do testing of all of our forms on the following devices: iPad, iPhone, Samsung 10, desktop. Our process is, every time we build a form, we test on all 4 so that we catch any issues and can bring them to you before a user experiences those issues.

    So far I would say its slow on the iPad and the Samsung most consistently. 

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    Basil_A
    Answered on June 24, 2020 at 10:15 AM

    Hi,

    Is the issue happening on the Samsung 10 only or do you have any other android device in which the issue is happening?

    Could you try using the app with a new account just to see if the issue still persists?

    Looking forward to your reply.

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    HuttonSafetyGroup
    Answered on June 24, 2020 at 10:17 AM

    Yes we've tested this only on the Samsung 10 as it's the only android available to us at the time.

    We have logged in as admin@huttonsafetygroup.com as well as another account (support@huttonsafetygroup.com) and although it is much slower through the first email, it is also slow through the alternate account as well. 

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    Sam_G
    Answered on June 24, 2020 at 11:36 AM

    Hi HuttonSafetyGroup,

    I am testing this on my android device, I will update you on this ticket.


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    Sam_G
    Answered on June 24, 2020 at 11:48 AM

    Hi HuttonSafetyGroup,

    Thank you for your patience.

    I have tested the mobile app on my Android running on version 1.12.13.

    15930131656.24%20version.png

    The Mobile app is working as expected.

    15930134766.24%20android.gif

    May we ask for the app to be uninstalled and reinstalled again?

    Let us know if the issue still persists.


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    HuttonSafetyGroup
    Answered on June 24, 2020 at 02:19 PM

    It does still persist. It actually froze for so long that we couldn't even tap the settings wheel to try and log out. Had to delete and re-download the app for a 3rd time...

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    Carlos_C
    Answered on June 24, 2020 at 03:47 PM

    Hi,

    Thank you for your message.

    I already escalate the issue to the next level support team so they can take a look once we have an update we will reach you out.

    If you need any further assistance, please let us know. We will be happy to help.

    Regards.


  • Profile Image
    HuttonSafetyGroup
    Answered on June 30, 2020 at 11:16 AM

    Hey there,

    We're also experiencing extreme lagging on a new device, a Vankyo Matrix Pad z10. I'd actually never heard of this device until one of our clients started using it for their mobile forms. It takes about 15 minutes to open the app initially each day, and then anywhere between 1-3 minutes to load each form. They are in full wifi and we actually tested the same account on two devices (iPhone XsMax) in the same spot right beside each other. The iPhone had no lagging. Could this have anything to do with the processor? 

    Any advice you have for this situation would be greatly appreciated! 

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    Bojan_J
    Answered on June 30, 2020 at 12:20 PM

    Thank you for your reply.

    Can you please let us know is the app slow in general or is the problem only when trying to access some forms or submissions? 

    As my colleague has stated, this problem is reported to our Developers. As soon as we hear back from them, we will let you know.

    Thank you for your patience. 

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    HuttonSafetyGroup
    Answered on June 30, 2020 at 01:52 PM

    Just the app in general. Like I mentioned above, it takes minutes to just open the app. 

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    Kiran
    Answered on June 30, 2020 at 02:59 PM

    Could you let us know the account logged into the new device Vankyo Matrix Pad z10? This might help our backend team in isolating the issue further.

    We will wait for your response. Thank you! 

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    HuttonSafetyGroup
    Answered on June 30, 2020 at 05:18 PM
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    Mike_G
    Answered on June 30, 2020 at 06:42 PM

    Thank you for the additional information. To my understanding, you have assigned your form(s) to the email addresses you mentioned in your last reply and the person you assigned your forms to is using a Vankyo Matrix Pad z10 device. I have included this information to the ticket escalated to our developers. Once we have an update we will notify you here the soonest.