Submitted forms disappearing in the tablet app

Dear support team,

Our team have been experimenting critical issues during the last two days. We are a team of researchers working on Colombia's rural areas. Over the next months we need to recolect a lot of data from agricultural smallholders located in remote areas of the country, which means working -almost all the time- in environments with no internet or even phone signal.

After some careful examination, the team selected Jotform as the ideal platform to build the forms, collect and storage the data and generate our progress reports. That led us to pay a silver suscription and start working on our forms, tables and reports.

Unfortunately, we currently find ourselves terribly dissapointed by this desition, as we have encountered the following issues:

• All of our 4 team members on the field have reported problems when saving and submitting forms on the tablet application (android). We configured all the assigned forms to be offline forms, but even with good internet connection the filled forms close and disappear when hitting the send or save button. In some cases, forms appear to be saved, only to turn empty or incomplete after some minutes.

• One of our team members reports problems for loggin into the tablet application. The message "api limit exceeded" keeps appearing, even when trying to loggin with other accounts. After checking on the user api usage it was clear that the limit was far to be reached, for both the assigned user and me.

• As an alternative for all these problems, I designed pdf versions of the forms that could be filled offline and synced later. Sadly, we receive the "Incomplete Values" error everytime we try to submit the forms. This errors persist even when all the fields are filled. We did a test with a one-field pdf form and received the same message.

For all the three issues we have tried clearing cache, syncing the data, uninstalling the mobile app, removal of all widgets and even upgraded the account to be sure the issues where not related to the api limit.

As you can see, we have tried everything. It is very painful to think that we wasted two weeks working on all the forms we have designed so far.

Please let us know if there is a solution for any of the problems mentioned.

Best,

Hello! Please allow me some time to check this. I'll get back to you soon with an update.

Thank you!

Hello! As far as I can understand your requirement, this form needs to be completed by your team members in offline mode and the problem that you're facing is that your submissions are not being synced to the server and are getting lost.

If I didn't get you correctly, then please correct me.

To test this, I cloned your form into my account and filled it in offline mode; submitted it and closed the mobile application. Then I re-connected my device to the Internet, opened the app and from the configurations section (of the App), manually synced the data. The data was successfully uploaded to the server. So, I didn't face any issues with your form.

To troubleshoot this issue further at your end, kindly follow the below mentioned steps and tell us if this resolves the problem at your end or not.

1. Please note that in offline mode, when submitting a form and later syncing to the server, 'save' button/functionality isn't required; especially in your case when a same person will be filling the form multiple times; it will result is overwriting data. Kindly remove the SAVE functionality form your form. In offline mode, your team members need to complete the form and submit it. Once submitted, the data will be stored locally.

Then later, once the device is connected to the Internet, the submitted data will automatically upload to the JotForm servers from the local storage (once you open the app). You can also manually sync by pressing the gear icon on top right corner and then by pressing 'Sync'.

2. So, after you turn off the SAVE functionality; please clear your form cache and ask your team members to re-download the form from the 'Offline forms' section of their App. Once downloaded, also ask them to open the form once while in the online mode in Kiosk mode; then simply close the form. After this, ask them to open the App again in offline mode; fill the form from the Kiosk mode and then later sync it.

3. Please ensure that your team mates are using the latest JotForm Mobile app version. Also, note that the App requires Android v5.0 or above. Your Android devices should be on the supported Android version.

This is it. Please give it a try. Let us know if this doesn't resolve your problem.

Thank you!

Hi johnbabu76234,

I have moved your concern into a separate ticket. Kindly refer to the following ticket: 3143654. We will assist you there.