Client is unable to fill Offline Forms and sync submission

  • canfordparksang
    Asked on June 25, 2020 at 12:35 PM

    Hi,


    I have developed a survey and tested offline with my mobile and it seems to be working fine. 


    My client who is using a Samsung Tablet offline and then syncing cant get the submission to update on the system. It seems to submit ok, but nothing is saved.


    Any help is appreciated.


    Regards

    Ben

  • Basil JotForm Support
    Replied on June 25, 2020 at 1:42 PM

    Hello, 

    I am checking your form and I can see two submissions, how many should there be?

    Here is a guide regarding viewing submissions:

    How-to-View-Form-Submissions

    Please try following this guide on how to sync your offline forms:

    https://www.jotform.com/help/589-How-can-I-use-JotForm-Mobile-Forms-without-internet-access

    Let us know if the issue still persists.


  • canfordparksang
    Replied on June 26, 2020 at 4:01 AM

    Hi, 

    there should be at least another 4. Is there a problem with offline forms on tablet with no mobile data?


    Thanks

    Ben

  • canfordparksang
    Replied on June 26, 2020 at 4:15 AM

    My Client is now getting this error


    1593159321IMG 20200626 091140 Screenshot 10

  • Richie JotForm Support
    Replied on June 26, 2020 at 5:37 AM

    May we know the mobile device your client is using?

    Can you please double check if the offline form is enabled on the Mobile Form app settings?

    1593163831mobile offline1 Screenshot 10

    Looking forward for your response.

  • canfordparksang
    Replied on June 26, 2020 at 6:03 AM

    It's a Samsung galaxy tab


    1593165772Screenshot 20200626 105954 Set Screenshot 10

  • Girish JotForm Support
    Replied on June 26, 2020 at 7:08 AM

    Thanks for providing us the device model.

    Firstly, I can't see that this form is assigned to your client.

    How is your client accessing your form from their app? OR has the client logged into your account from their app?

    Secondly, could you confirm if that particular form is marked as "Offline form" on the app settings?



  • canfordparksang
    Replied on June 26, 2020 at 7:21 AM

    The client is logged in with the same credentials. I set the account up for them and then handed it over. I have the tablet with me now and its flagged as available offline. I have checked the following:


    - Available offline

    - Can be viewed when offline

    - Has storage permissions

    - Form submits when offline


    With all this checked the submissions do not get saved


  • Jed_C
    Replied on June 26, 2020 at 8:14 AM

    I just tried offline mode on my android device and I'm unable to replicate the issue.

    1593173441Screenshot 2020 06 26 19 59 12 Screenshot 10

    Can you please confirm if the app version installed on the Samsung tab is the latest version (1.12.13)?

    Also, please ask your client to reboot his Samsung tab. The reason behind this is because Android device is running some Android services that usually stopped for unknown reason and rebooting the device restarts back these services that most apps used for them to work normal.

    Let us know how it goes.