Missing jotform submissions

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    Harry Teplow 
    Asked on March 19, 2021 at 02:30 PM

    Dear Support, Hi there, I'm Harry from Osmind. We use jotform for medical intake forms. We've had a problem over the past 4 days where patients' forms have not been populating properly into our system. Looks like from March 13th until this morning, jotform submissions did not hit our backend. Could you please look into the logs for our account and determine whether a bug on your end has caused this issue? We've been looking at your status dashboard but it's inconsistent. The three sections all show different information about when a HIPAA outage occured and what services were affected. Please let me know the impact of that outage. Please include sam@osmind.org, rishab@osmind.org, and danny@osmind.org in your response as they are working on this as well. Thanks, Harry

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    Yuta_J
    Answered on March 19, 2021 at 08:54 PM

    Hello,


    Thank you for reaching out to us. May I have a username, email address for this Jotform account or your form URL? I've checked your accounts and it seems I couldn't locate your Jotform accounts on my end.


    To confirm your issues, you are not able to view all submissions sent after March 13th? We will be looking into your issues once we receive more information and we will investigate this. Please kindly share more information with us, so we can further assist you.

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    Harry Teplow 
    Answered on March 22, 2021 at 01:44 PM
    Hi there thanks for the reply. My teammate had actually submitted a
    separate request for this and is corresponding on it in another thread.
    Thank you again though!
    ...
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    Yuta_J
    Answered on March 22, 2021 at 03:34 PM

    Hello,


    Thank you for coming back to us and sharing those updates. I hope your issue will be sorted soon.


    If you require further assistance, please reach out to us and let us know.