Forms not working when offline

Good day,

We use the paid version , lowest paid option, can't recall what ti's called.

The issue is that our team are using the app on their phones and following steps to make available forms offline, but still get error messages when out on site.

Their phones cannot access the forms when they are out in the field.

They are activating the forms using these steps.

 Steps to make available forms offline when travelling:

- Go to mobile app and click under settings:

- Enable offline forms - tick

- Then select which forms you want to enable with mobile data

- Fill in forms on your device when out of range

They send me the screen shots of what I forwarded you once they are out in the middle of nowhere and they select to open the forms. Once my colleague said that when on site he switched his phone to airplane mode and then it worked. However when he tried it again later, it did not work. So it seems it is inconsistent. 

I have received many of the screenshots attached indicating the error they receive when on site. 

Please advise. 

Thanks,

Blanche

Hi Blanche,

Thank you for contacting Support.

Could you please double check if the form is actually enabled to work in offline mode?

1) Click on the gear icon:

2) Then go to Offline Forms:

3) Finally, check the form:

Please try to uninstall or reinstall the app as well to check.

If the form is checked to work in Offline mode, and the issue persists, please confirm, and we will send this bug report to our back-end team.