Mobile App: App hangs when clicking Continue With Draft

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    davidkerney
    Asked on May 30, 2021 at 04:51 AM

    I and a colleague are testing a form we have produced on the Mobile App.

    We are both encountering an issue now that when you go back into the form and the "You have a draft save" message comes up that when you select "continue with draft" the app goes to a loading screen and then just hangs there.

    I have been testing the form for days and I have not had this issue but today my colleague had this issue and I have just tried it again and I now have this issue

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    Billy_G
    Answered on May 30, 2021 at 08:32 AM

    Hi there,

    I hope you're doing well and thanks for reaching out.

    Allow us to investigate the issue further as it is unusual. Once we have an update, we will reach out to you shortly.

    Thanks for your patience and understanding.

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    Billy_G
    Answered on May 30, 2021 at 09:17 AM

    Can you kindly supply these pieces of information so we can further investigate?

    1. The make and model of the devices that are having the issue
    2. Please take a screenshot of the loading screen
    3. Is this happening to all of the draft forms you're trying to load?

    We look forward to hearing from you.

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    davidkerney
    Answered on May 30, 2021 at 10:48 AM

    I've just tried this again on my Timesheet T6 using my personal starter account- so as a normal assigned user - david.kerney@1take.systems

    The forms just hangs as below - at the top the blue line is continually going from left to right and the refresh symbol top right is continually flicking from this to the X


    I'm on an Iphone 11 and my colleague is also on iphone not sure what model.

    I have not encountered this issue until today when she first raised it after I had asked her to test things for me


    I have been cloning my Timesheets from T1 to current T6 as I have continued to test and amend where necessary until I have a releasable version


    I will see if I have an older draft to try out.


    1622385868_60b3a4ccd4be0_Issue - Reloadi

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    davidkerney
    Answered on May 30, 2021 at 11:01 AM

    I have just tried this with Timesheet S1 and I got the same issue.

    I waited minutes as the loading screen just cycled - a couple of times your warning message about network connection popped up.

    I thought that maybe the fact that I had just saved a draft and then immediately gone back in may have been an issue because the app hadn't re synced - so I tried another save draft but before I went back into the form I synced the data so everything was recent. I then went back into the form and tried to reload the saved draft but got the same loading page cycling.

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    Billy_G
    Answered on May 30, 2021 at 12:15 PM

    Thanks for providing the information we asked for earlier and we appreciate you providing more information.

    By the way, I've tried to reproduce the issue on my device and I also got stuck on a loading page. When I tried to load the draft, it prompted me to log in to my account first and then asked me to chose which account to log in to. After doing so, it just redirected me to a blank page. Can you please confirm if this is exactly what's happening?

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    davidkerney
    Answered on May 30, 2021 at 03:13 PM

    It difficult to say exactly because it feels like thing keep changing.

    I have had the request to sign in again when I'm already in the app - but it's not consistent.

    I've just just tried again and get the hanging loading page. I select close - only option top left and then I have you have a draft message - select continue with draft - hoping things might then be ok but they aren't - same loading page issue - only way of getting out of loop is to select discard.

    There seems to be growing issues with this app - I've already highlight a major issue with Submit and Edit mode and now this.

    I'm under pressure to release the solution I have created and thought I had bypassed issued by going with Submit and view - but now this loading page issue which I can't get around


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    Vanessa_T
    Answered on May 31, 2021 at 01:50 AM

    I have temporarily added my self as an assignee on your Timesheet T6 form, https://form.jotform.com/211492138736357, and tried to save a draft using my mobile app and I too got different results on each of my attempts.

    1st attempt:

    • Clicked Fill Out Form - I was asked to login within the app
    • Filled out the form and clicked Save

    2nd attempt:

    • Clicked Fill Out Form - it no longer asked me to login the app (guess because I logged in on my 1st attempt, although the first attempt shouldn't have asked me to login since I was already logged in on the app in the first place), but it did not ask me to continue/discard a draft
    • Clicked Save

    3rd attempt:

    • Clicked Fill Out Form and then it asked me to continue/discard draft
    • Clicked continue draft and it redirected me to my mobile browser where I was asked to login to my Jotform account
    • Logged in to my Jotform account within the browser, then I was shown my draft

    4th attempt:

    • Clicked Fill Out Form and it asked me again to continue/discard draft
    • Clicked continue draft and it redirected me to my mobile browser but this time, didn't ask me to login (guess because I already logged in on my 3rd attempt)

    With all of my tests, I was not able to replicate a page freeze/loading state.

    Can you please try to share a screencast? This way, we can have something to send to our backend team once we escalate this.

    You can save the video file in a file repositoru (eg: Google Drive, Dropbox), then share the download link here.

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    davidkerney
    Answered on May 31, 2021 at 02:12 AM

    I have shared a screenshot and explained what was happening in my reply May 30 - 10:48

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    Vanessa_T
    Answered on May 31, 2021 at 03:35 AM

    I have now forwarded this to our backend team. You will be notified here as soon as there is an update.

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    davidkerney
    Answered on June 01, 2021 at 03:59 PM

    How long before one can expect a response from your backend time

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    Michal_S
    Answered on June 01, 2021 at 08:04 PM

    Hello!

    We don't have a set time for the developer team to fix your issue, although I can tell you that your ticket has been assigned a high priority.

    We will notify you in this thread immediately when the developers find a solution.

    Thank you for your understanding and patience.

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    birant
    Answered on June 04, 2021 at 10:15 AM

    Hello David,

    Unfortunately, this feature is not supported by the mobile app currently. You should not have seen the "You have a draft save" message in the app at all. We fixed the the bug so that you will not see the message.

    If you want to use draft submissions in the app,

    1. Make sure the form is available for offline use from Settings->Offline Forms.
    2. Press the back button
    3. Press "Save and continue later" in the modal window

    1622815705_60ba33d95a2ed_step1.png

    This will save the submission locally on the device. You can access this draft submission from Submission page in the app. Notice the draft submissions have a pink "Draft Saved" badge. You can edit and submit the draft submission from this page.


    1622815869_60ba347d8d62a_


    Don't hesitate to contact us again if you need any further assistance.

    Best,
    Birant

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    davidkerney
    Answered on June 05, 2021 at 02:44 AM

    This is very annoying - I've just created a set of Guide notes and sent them out to +60 people and I'm now being told that this isn't how your app works and this is the first time that anyone on the support team having submitted numerous questions around this has mentioned it.

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    Vanessa_T
    Answered on June 05, 2021 at 04:18 AM

    Our apologies that you have to hear it from one of our developers. I will instead create a feature request for it. I will be responding to you in the ticket linked below shortly:

    https://www.jotform.com/answers/3142063

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    Vanessa_T
    Answered on June 05, 2021 at 04:54 AM

    My apologies, just to clarify, are these 60 people you are referring to, your colleagues?

    Will they be creating a Jotform account of their own and each of them will download the mobile app?

    If these are just regular users filling out the form, then in most cases, if they do not have a Jotform account, they will just fill out your form using a browser.

    With that, the Continue Forms Later option works in browsers so there is nothing to worry on this part.

    Nevertheless, if you're referring to users who have their own Jotform account and will be downloading the Jotform app, then a feature request has already been created here:

    https://www.jotform.com/answers/3142063

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    davidkerney
    Answered on June 05, 2021 at 05:29 AM

    The 60 people are film crew who have come on for the course of the production - 20-30 weeks.

    The reason that I have requested that they all set accounts up is because they need the ability to complete the form over the course of a week.

    Also they need the capability of being able to complete the form offline.

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    Billy_G
    Answered on June 05, 2021 at 07:14 AM

    I see. The best option you have right now is to ensure that the form is available offline so your users would be able to complete the form offline via the Jotform app and submit it whenever they can and when they're online as stated earlier by our developer.

    Once again, we sincerely apologize for any inconvenience this has caused you.