Client is unable to fill Offline Forms and sync submission

  • Profile Image
    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

  • Profile Image
    Basil_A
    Answered on June 25, 2020 at 01:42 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.


  • Profile Image
    canfordparksang
    Answered on June 26, 2020 at 04:01 AM

    Hi, 

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


    Thanks

    Ben

  • Profile Image
    canfordparksang
    Answered on June 26, 2020 at 04:15 AM

    My Client is now getting this error


    1593159321IMG_20200626_091140.jpg

  • Profile Image
    Richie_P
    Answered on June 26, 2020 at 05:37 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.png

    Looking forward for your response.

  • Profile Image
    canfordparksang
    Answered on June 26, 2020 at 06:03 AM

    It's a Samsung galaxy tab


    1593165772Screenshot_20200626-105954_Set

  • Profile Image
    gerardw
    Answered on June 26, 2020 at 07:08 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?



  • Profile Image
    canfordparksang
    Answered on June 26, 2020 at 07:21 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


  • Profile Image
    Jed_C
    Answered on June 26, 2020 at 08:14 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

    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.