Respondents have completed the survey without answering required questions.

For some reason many of our respondents have completed the survey without answering required questions. How is that possible? For example, question 1 is required but starting at 12:42 pm we started getting responses that didn't answer that question.

Kindly, try to set the Clear Hidden Field Values option to "Don't Clear":

Hope this helps,

Alex

Please explain how this would help. For example, there is no logic applied to the first question, which is required, yet people were somehow able to skip it. Thanks.

Hi again,

Thanks for your reply.

By setting this option to "Don't Clear" we can test if this script clears the option after the submitting. Probably it could be related to your issue.

Please, let us know how it goes,

Alex

I recreated the issue today by taking the survey myself (response at 14:02 today) before making the suggested change. I did choose an answer to question 1, but none shows up in the data.

After that, I made the suggested change and completed the survey again (response at 14:16 today), again selecting an answer to question 1. There is still no record of that response to that question in the data.

Additionally, this was not a problem until 7/28 at 12:42pm, when we began to intermittently receive responses without answers to question 1 (a required question). No responses to question 1 were recorded after 14:44 on 7/28 (including the two test responses I performed today). This occurred after we received over a thousand responses that did not have this issue. I looked back at the revision history and could find no changes that would seem to affect this question.

Can you please advise what the issue may be, and how to solve it? We currently are unable to collect responses to the survey because the answer to a key question is not being reported to us in the data.

Hi there,

Thank you for your reply.

First of all, I am sorry to hear that this issue is still bothering you. 😔

I have cloned your form again and was unable to replicate the issue:

However, we have escalated your issue to our developers for further checking.

Once we receive a reply from them - we will surely update you.

Warm Regards,

Alex

Hi Alex,

Thanks for your reply. It is good to hear you weren't able to replicate the issue in the cloned version of the form, but we do not intend to relaunch the survey until we are certain this issue is resolved. We appreciate that you have escalated this issue and will wait for your response.

In the meantime, we're wondering what to do about the missing data in the responses we have already received. Those respondents couldn't have gotten past the first page of the survey without answering Q1, for example, so did their responses just disappear or can you recover them for us?

Joe

Dear Joe,

Thank you for your reply.

Unfortunately, our Support team doesn't have the information or access to the back-end of our platform. We should wait for the Developers' investigation on this problem to check if it's possible to fix and restore answers.

However, I can recommend you not to delete or edit blank fields. If these answers reached our back-end - they could be restored from the developers' side.

Once we receive a reply from them - we will let you know immediately.

Thanks for your patience,

Alex

Thanks, Alex. Can you give me an estimate for how long this will take? We had to take our survey down last Wednesday (and alert everyone that we've had this problem), so it has been down for a week already. Also, I will be out of the office on Friday and Monday and am hoping to resolve this before I go.

Joe

Hello there,

Thanks for reaching out to us.

Unfortunately we can't know when our developers will handle your request. Rest assured that as soon as any updates will be availble, we'll notify you here on the thread.

I'm gonna give them a heads-up in the meanwhile.

My suggestion though is to clone your form and start your campaign with the new form, as your timing seems pretty tight.

Thanks for your patience,

Regards

Hi @Imagine_MKE,

May we test your form directly?

Hi sylas,

Yes, that's fine. Thank you!

Hi @Imagine_MKE,

We are really sorry for the inconvenience. The issue seems to have been occurring due to the reCaptcha field in your form (only on Firefox and Safari browsers, works without any issues on Chrome) and we're still investigating it, which, unfortunately caused answers of the first two fields not to come through as submissions. Until it is fixed, you can try other Captcha methods, such as hCAPTCHA or JotCaptcha, or remove it:

The only way to recovering missing answers is to contact with those people via email, which is also collected through your form.

Regards,