HIPAA: Unable to view/load submissions data

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    Medallus
    Asked on February 08, 2021 at 12:44 PM

    We are unable to open the forms... AGAIN!

    I mean seriously.. we are having problems almost every day.. either the server is down or we can't open the forms. I have cleared the cache on my browsers and also on the jotform settings. We have patients that have been filling out the forms and we need to open them asap. Is there a number I can call? Last week, we didn't get a response for 6 hours. Please help. See attached

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    EltonCris
    Answered on February 08, 2021 at 04:07 PM

    Sorry about that. According to our devs, we had an unusual load in our server which possibly caused this but it should be back to normal after they patched the issue. Could you please check it again?

    Thanks

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    Medallus
    Answered on February 22, 2021 at 05:05 PM

    It’s happening again. This is ridiculous. Please help

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    EltonCris
    Answered on February 22, 2021 at 06:34 PM

    We extremely apologize for the inconvenience caused. This should also now be fixed. Our team has managed to fix it. They are also working to get this permanently fixed as soon as possible. Thanks for your patience and understanding.

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    Medallus
    Answered on February 23, 2021 at 11:14 AM

    still not fixed.

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    Medallus
    Answered on February 23, 2021 at 12:46 PM

    Any updates?

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    Medallus
    Answered on February 23, 2021 at 03:42 PM

    Is there an update? We have not received a response for hours.

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    EltonCris
    Answered on February 23, 2021 at 04:48 PM

    We are truly sorry for the late reply and for the inconvenience caused. We had an issue with data replication lately but it has been quickly resolved after. It should be fine by now. Could you please confirm?

    Unfortunately, we do not currently provide phone support but we'd be more than happy to answer all your questions here in our support system.

    Thanks for your patience!

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    Medallus
    Answered on February 23, 2021 at 05:24 PM

    Nope... it has not been resolved. Still giving me the same error of just a blank form. It has been like that for a few days now and we can't continue this.

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    Medallus
    Answered on February 23, 2021 at 05:26 PM

    1614119208_60358128aaddf_Screen Shot 202

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    EltonCris
    Answered on February 23, 2021 at 07:31 PM

    Thanks for your confirmation. I have now escalated this to our higher team for further investigation. Once this is fixed, we'll inform you here.

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    Medallus
    Answered on February 24, 2021 at 12:08 PM

    It has been days.. when will it get fixed?

    1614186488_603687f8880aa_Screen Shot 202

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    EltonCris
    Answered on February 24, 2021 at 04:13 PM

    Sorry, we had an issue with our decryption process and our developers have managed to fix it. You should be able to view your submissions by now. Could you please check them again?

    Thanks and apologies for the inconvenience caused.