HIPAA Account: Partly blank submissions.

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    Mariano_Banos
    Asked on February 24, 2021 at 03:19 PM

    Hello,

    About 10% of the submissions we get on our sole form on this account come back as blank. We are notified by the automatic email that we set up that a submission has been received, and that email includes the name of the individual. But when we look for the submission for that individual, it comes back as blank. Not even the name is captured in the submission (even though it was captured when the automatic email was sent). We contacted the people submitting the information and they confirm they submitted all the information on the form (indeed, you cannot submit the form at all unless you answer every question. This is very problematic for us as blank submissions means no intake data for the individual!


    Upon researching, I see that several other customers of yours have had this problem, including this one: https://www.jotform.com/answers/2180008-HIPAA-I-received-a-blank-submission


    Please help ASAP! We will need to discontinue the use of your product if we cannot guarantee that it won't lose data!


  • Profile Image
    Vanessa_T
    Answered on February 24, 2021 at 10:05 PM

    Our apologies for the inconvenience. We did have an issue earlier with decrypting HIPAA submissions but were advised that it is now fixed.

    Unfortunately, I cannot check your submissions to confirm since you have a HIPAA account, can you please confirm if you're still having issues?

  • Profile Image
    Mariano_Banos
    Answered on February 25, 2021 at 10:55 AM
    Thanks. For now, it seems to be addressed. Please keep this post open in
    case it returns.
    ...