Unable to access draft forms

  • Profile Image
    Tanu_tanu
    Asked on June 21, 2021 at 11:47 PM

    Hi there,

    We've had a few clients you saved drafts of their Jots form and are trying to access it now to update it and it comes up with an error as attached.

    Are you please able to advise on this matter urgently?

    Kind regards,

    Tanu 1624333643_60d15d4b096ba_Jot - error.png

    Screenshot
  • Profile Image
    Tommaso_F
    Answered on June 22, 2021 at 07:08 AM

    Hey Tanu,

    We cleared your form cache, could you please check if the problem still persists?


    Best regards.

  • Profile Image
    Tanu_tanu
    Answered on June 22, 2021 at 05:11 PM

    Hey Tommaso,

    The form seems to be working now and doesn't come up with the previous error but it is taking clients back to the draft form from scratch. All the information that was previously saved and documents uploaded, all of it has been lost!

    Is there a way to recover this?? We have some very frustrated clients as a result.

    Any help would be appreciated.

    Kind regards,

    Tanu

  • Profile Image
    Vick_W
    Answered on June 23, 2021 at 12:58 AM

    Hi Tanu,

    Could you please share any saved session URLs? So we can check them here. You can find them by following the instructions in the guide below.

    https://www.jotform.com/help/753-how-to-view-incomplete-submissions-in-jotform-tables

    Thanks

  • Profile Image
    Tanu_tanu
    Answered on June 23, 2021 at 10:01 PM

    Hey Vick,

    Please see the latest session URL that was saved but it now takes the client to a blank form and seems all the information that had been uploaded has disappeared.

    https://form.jotform.com/210585799518875?session=JF-S4L-N9XJivqn&stoken=JF-BerdtZ4M-27&jumpToPage=3 

    Kind regards,

    Tanu


  • Profile Image
    Vick_W
    Answered on June 24, 2021 at 01:18 AM

    Hi Tanu,

    Please note that clearing form cache does not clear the data entered in the form fields from a saved session.

    However, if your user's used "delete and start over" option is shown below then the saved data can not be recovered.

    1624511884_60d4158c8c0df_

    Let us know if you need further assistance.

    Thanks

  • Profile Image
    Tanu_tanu
    Answered on June 24, 2021 at 04:31 PM

    Hi Vick,

    Is there any way we can find out if the user clicked "Delete & Start Over"?

    As per the user, they saved the session and when went back to update it, all the information was lost?

    Also when the user clicks on the link to continue the form, it takes them straight to the form rather than displaying the option to either start over or continue with draft?

    Regards,

    Tanu

  • Profile Image
    Laura_L
    Answered on June 24, 2021 at 11:07 PM

    Hi Tanu,

    There is no way to check if the user has clicked the delete button or not, as we do not keep a log of form actions before submission.

    When there are no drafts saved, the form will open up without prompting to choose from starting over or continuing with the draft.

    Unfortunately, I'm afraid that it's not possible to recover the drafts as the data was not saved on our servers.

  • Profile Image
    Tanu_tanu
    Answered on June 27, 2021 at 05:12 PM

    Hi Laura,

    That is odd because the client received an email with a link to the draft form and it clearly states that the form was saved. 1624828365_60d8e9cd578da_Mike Kelly - DrPlease see attached screenshot.


  • Profile Image
    Vick_W
    Answered on June 27, 2021 at 11:04 PM

    Hi there,

    The text you are referring to is not a result of an action. Instead, it is the default text of the "Save and Continue Later" email. It can be customized as explained in the guide below.

    https://www.jotform.com/help/227-how-to-enable-autofill-on-forms

    1624849282_60d93b82ab933_

    1624849363_60d93bd3a5a03_

    The data does get saved initially. However, if Delete and Start over option is pressed then the data is removed from the draft.

    Let us know if you need further assistance.

    Thanks