How can I help my survey subjects to not lose their progress?

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    Asked on December 08, 2020 at 11:32 AM

    My survey subjects are having trouble with getting timed out and losing progress when completing my form (Kentucky Black Farmer Needs Assessment). How can I troubleshoot this problem?

    In an early version of the form, all questions were on one page. I broke it into 7 pages to make it easier to navigate and allow the option to save from each page (and continue later).

    One subject said the form timed out multiple times and he had to restart it. Another subject said he hit the "next" button and lost everything he had done.

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    Answered on December 08, 2020 at 02:09 PM

    We would like to apologize for any inconvenience. I have tested a cloned version of your form and I was not able to reproduce the same issue.


    I have cleared your account's form cache on my end. Can you please check if that helped solve the issue you are having, please?

    We will wait for your response.

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    Answered on December 15, 2020 at 10:15 AM

    I'm going to try to go through the form on the phone with a couple of subjects and see if I can talk them through any difficulties. I'll try back if we continue to have issues with losing progress. Hopefully, I can get more detail on where they are getting stuck and what is happening when they "time out" or lose progress.

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    Answered on December 15, 2020 at 11:12 AM

    If your users encounter any issues again, please let us know.

    In case that the issue is related to an embedded form, please provide us the webpage URL and tell us if we have permission to test your form.