Issues with offline forms

  • Profile Image
    Lauren_Burns
    Asked on October 31, 2021 at 03:27 PM

    Hi,

    We have been using the offline data collection option since Oct 27th during an event. On the first 2 days (27th-28th) around 100 submissions were collected. On the 29th no submission was uploaded to the cloud and on the 30th only 51.

    Is there any reported issue with the offline/online data sync? There's some other companies that were also using Jotform at this event and mentioned having issues. This is an event which we've done before and know more or less how much data is roughly collected.

    Account is registered under lauren@denisonyachting.com and user name is lauren_burns.

    Please advise in how to proceed to recover this data.

    Thank you

  • Profile Image
    Collin_S
    Answered on October 31, 2021 at 03:42 PM

    Hi,

    Thank you for contacting us, we are not aware of any problems with syncing data, please try and manually sync the devices that were used by going back to the Settings tab and click Sync Now link under Sync Your Data option. Also, remember to make sure the devices that were used are in fact online when trying.

    Please see the following:
    https://www.jotform.com/help/589-how-can-i-use-jotform-mobile-forms-without-internet-access/

    Please let us know if this solved the problem or if you require any further assistance.

    Hope to hear from you soon.

  • Profile Image
    Lauren_Burns
    Answered on October 31, 2021 at 04:38 PM

    Hi Collin,

    I've tried that. The device used was an iPad, I went to Settings > Sync Your Data > and clicked the update icon (2 arrows in a circle). I also restarted the wifi, the Jotform app the actual iPad.

    Just so you can have a better understanding here's how setup and how we have been working. We have been using 9 iPads Mini 2, running iOS 12.5.5 and the Jotform app version 2.0.8. Each iPad would collect data offline and be brought to the wifi to update submissions to the cloud. All 9 employees reported having done submissions on all days.

    I'm wondering what could have caused this loss of data. Looking at my submission sheet I can see that no submissions were reported on Friday the 29th and half on Saturday.

    I'm reaching out to you guys thinking that this could be something with Jotform servers since the same issue happened with all 9 devices. Especially when I heard from other companies having the same issue.

    What can we do to recover this data?

    Thank you

  • Profile Image
    VincentJay
    Answered on October 31, 2021 at 04:57 PM

    Hello,

    Please try opening your Jotform tables using a PC or iMac or Laptop device and see if the submissions are there or missing.

    I checked this form (https://www.jotform.com/form/212855338123151) and I can see multiple submissions from October 29, 2021.

    We'll wait for your response. Thank you!

  • Profile Image
    Lauren_Burns
    Answered on October 31, 2021 at 10:15 PM

    I did open the submissions via Google Chrome browser on a Mac.

    On my end there's a gap, from the 28th jumps to 30th. I attached a screenshot.

    Is there a way you can export the data from all days so we can cross reference with the ones populated to the account? You can send it to lauren@denisonyachting.com or support@denisonyachting.com .

    Thank you for your help.

    1635732814_617f4d4ee518a_Screen Shot 202

  • Profile Image
    Laura_L
    Answered on November 01, 2021 at 12:22 AM

    Hi,

    I sent the submissions as a .zip file to your email lauren@denisonyachting.com from the Tables.
    Could you kindly check if you received the submissions, and if you are able to see the missing submissions?

  • Profile Image
    Lauren_Burns
    Answered on November 01, 2021 at 09:54 AM

    Hi,

    Thank you for the export. Unfortunately the data still missing, there are no submissions for Friday 29th. It jumps from the submission from Phill Kapolupo on 28th to Victoria Lopez on the 30th.

    If possible could you please export it to an Excel file, I believe it will be better to visualize the gap where the data should be.

    Thank you.

  • Profile Image
    Jovanne_A
    Answered on November 01, 2021 at 10:36 AM

    Hi,

    As per checking, there seem to be several submissions received on October 29th.

    1635777339_617ffb3bd443f_

    Could you please try to check on the "Select All" checkbox before exporting the submissions?

    1635777398_617ffb76700ae_

    Please give it a try and let us know how it goes.

  • Profile Image
    Lauren_Burns
    Answered on November 01, 2021 at 10:49 AM

    We don't see any data for the 29th. Here's a screenshot of our end view of the table (selecting all submissions).

    Please could you export an Excel file with submissions for the days 29th and 30th? This is where we noticed the missing data.

    Thank you

    1635777950_617ffd9eb6df5_

  • Profile Image
    Jovanne_A
    Answered on November 01, 2021 at 11:23 AM

    Hi,

    We apologize for the inconvenience.

    I have checked the submissions again using the same timezone (New York (GMT-05:00) set on your account, and I couldn't find any submissions dated October 29.

    Could you please confirm if you have received submissions on this date?

    We look forward to your response.

  • Profile Image
    Lauren_Burns
    Answered on November 01, 2021 at 11:24 AM

    Something worth mentioning is that on the form it says 413 submissions, it should be over 1K.

    How many submissions in total do you see on your end?


    We have been getting submissions since Wed 27th 10am EST.

    The event was from the 27th to the 31st.


  • Profile Image
    Lauren_Burns
    Answered on November 01, 2021 at 11:41 AM

    Yes, we did receive submissions on Oct 29.

  • Profile Image
    Basil_A
    Answered on November 01, 2021 at 12:39 PM

    Hi,

    The issue is with syncing the devices most likely, can you please check the Ipad devices, does any of them show any submissions on the 29th of October?

    Looking forward to your reply.

  • Profile Image
    Lauren_Burns
    Answered on November 01, 2021 at 12:43 PM

    We did that.

    Please read my original submission and tell me what you think happened.

  • Profile Image
    Lauren_Burns
    Answered on November 01, 2021 at 01:19 PM

    None of the 9 iPads have offline submissions waiting to be uploaded.

    All employees reported having submitted new entries on 29 and the 'Thank you' message appeared with no issues. These would then be brought back to the office and sync via wifi every night.

    How can we troubleshoot the application to check use reports?


  • Profile Image
    VincentJay
    Answered on November 01, 2021 at 03:06 PM

    Hello,

    I recalculated your submissions to our system because it is showing 0 total submissions. After that, it is now 2,467. Please try following this guide:

    1. Open your mobile device Jotform app.
    2. Check if you can now see the missing submissions.
    3. If not, please open the PC device and see if you can see the missing submissions.
    4. If still not showing, please open the Jotform app again and do Settings > Sync Your Data.
    5. Check it again and if that didn't work please let us know.

    We'll wait for your response. Thank you!

  • Profile Image
    Lauren_Burns
    Answered on November 01, 2021 at 03:37 PM

    Thank you but manual data sync was done each day and didn't fix the issue. Somewhere while date sync the app lost submissions.

    We are currently looking at the form named FLIBS 2021, link https://form.jotform.com/212855338123151 as pointed out in my original post. We do not have any issues to report on older forms from 2020 or early 2021.

    I'm asking about the FLIBS 2021 form. 410 submissions are way less than expected.

    I read about similar issues posted in 2020, looks like your app doesn't perform well keeping offline data and syncing them to the cloud, which is unacceptable being that the whole point of this feature.

  • Profile Image
    Laura_L
    Answered on November 01, 2021 at 05:19 PM

    Hi,

    We sincerely apologize for the inconvenience caused.

    I have escalated this to our developers to look further and make the submissions to show in your account. We do not have an estimated timeframe, but as soon as we have any updates, we will inform you on this thread.

  • Profile Image
    Lauren_Burns
    Answered on November 02, 2021 at 09:49 AM

    Can we escalate this to an enterprise agent?

    We are facing huge revenue loss with this issue. This is time-sensitive and we cannot rely on ticketing support alone.

    No estimated timeframe is unacceptable. Please address this issue and give us an update as soon as possible.

    This is extremely urgent, please respond to lauren@denisonyachting.com or support@denisonyachting.com.

  • Profile Image
    Jovanne_A
    Answered on November 02, 2021 at 11:07 AM

    Hi,

    The issue has been escalated to our backend team and they are currently working on it. We will inform you here as soon as this issue gets fixed.

    Thank you for your patience and understanding.

  • Profile Image
    Lauren_Burns
    Answered on November 02, 2021 at 05:10 PM

    Hi,

    This is Lauren Burns, I'm the CRM Manager for Denison Yachting.

    My boss Bob Denison, just pulled myself and Fellipe, the gentleman you have been speaking with throughout this thread, into a meeting about the missing leads.

    This is an extremely pressing matter for us, as this is millions of dollars in revenue lost.

    Throughout the show, I was able to connect to Wi-Fi and saw the new submissions syncing.

    I never received an email (at any point during the 2 days we lost data), that gave us any kind of warning that Jotform was having issues.

    The app was working the whole time and once connected to Wi-Fi, the submissions were coming in. It wasn't until Sunday morning that I realized the submissions were not there anymore.

    Please let me know any update you have, as soon as possible.

    We use Jotform for forms integrated throughout our company website and integrate it with our CRM (HubSpot). If something like losing data can happen in 2 days, and there is ZERO warning or email sent about it, how do we know if that isn't happening with all the other forms integrated throughout our website currently?

    You can reach me at any time, any day.

    Thank you,

    Lauren Burns

    Lauren@DenisonYachting.com

    305-951-1051

  • Profile Image
    VincentJay
    Answered on November 02, 2021 at 06:37 PM

    Hi,

    Sorry for the inconvenience.

    Our developers are now checking the issue. Unfortunately, we cannot give you an ETA of when it will be fixed.

    Have you tried submitting a test submission (offline) again and see if the issue still persists?

  • Profile Image
    Lauren_Burns
    Answered on November 03, 2021 at 04:32 PM

    Hi,

    We tested new online and offline submissions yesterday and they were working fine.

    Today we received 20 new submissions from last week out of a sudden. Was that you guys fixing the issue? Is there anything else we could do, other than keep the devices online?

    Thank you

  • Profile Image
    Jovanne_A
    Answered on November 03, 2021 at 05:36 PM

    Hi,

    As per checking, our development team is currently working on the issue you have encountered. Please advise us if you have encountered issues with the form so we can forward them immediately.

    We will keep you posted via this support thread as soon as we have more information about this concern.

    Thank you for your patience and understanding.

  • Profile Image
    Lauren_Burns
    Answered on November 04, 2021 at 12:37 PM

    We did not have any issues since we started this thread.

    How would these submissions be sent to us? Will they just appear in the account under form submissions?

  • Profile Image
    Basil_A
    Answered on November 04, 2021 at 02:13 PM

    Hi,

    Once the issue is resolved you will be notified of how the data would be sent, but it would most likely be added back to your submissions.

    Thank you for your patience.

  • Profile Image
    Lauren_Burns
    Answered on November 04, 2021 at 02:20 PM

    Thank you so much for keeping us updated. We greatly appreciate it.

    Thank you!

  • Profile Image
    Lauren_Burns
    Answered on November 05, 2021 at 10:05 AM

    Good Morning,

    Is there any update about finding our missing data? This is a time sensitive issue because the clients (missing data/contacts) haven't received any follow up from us. All of our brokers are extremely upset and emailing me daily about this. My boss has requested a meeting with me today to give him an update.

    Thank you,

    Lauren

  • Profile Image
    Rosa_C
    Answered on November 05, 2021 at 10:51 AM

    Hi Lauren,

    Unfortunately, there is not an update yet. But I sent a follow up to the backend team.

    We will immediately let you know, when we have any updates.

  • Profile Image
    Lauren_Burns
    Answered on November 05, 2021 at 05:05 PM

    Hi again,

    I just had the meeting with my boss and he is frustrated, especially considering we use Jotform consistently throughout our entire website. With the weekend coming up, do you have any updates?

    Thank you,

    Lauren

  • Profile Image
    Jovanne_A
    Answered on November 05, 2021 at 06:17 PM

    Hi Lauren,

    Our developers are still currently working on it. I will send them a heads-up so they can check. Rest assured that we will inform you via this support thread as soon as we have more information.

    Thank you for your patience and understanding.


  • Profile Image
    Lauren_Burns
    Answered on November 08, 2021 at 01:40 PM

    Hey everyone,

    Looking through some devices we came across a screenshot taken on Oct 29 displaying details of some of the missing submissions.

    Please share this with the investigating team, maybe it will help locate the lost offline submissions.

    Also please give us an update on this matter.

    Thank you


    1636396645_61896e65c53d7_IMG_0009.PNG

  • Profile Image
    VincentJay
    Answered on November 08, 2021 at 02:48 PM

    Thank you for sharing this with us.

    I will update the ticket and ask for any updates from our backend team.

  • Profile Image
    Lauren_Burns
    Answered on November 09, 2021 at 11:23 AM

    Hi, just checking in to see if your it team was able to find anything on their end?

    Is it possible to look up the following emails in your system to find out where they went to?


    [First Name / Last Name / Email]

    Daniel Degrave: ddgrave@oneofthebyrlty.com

    Chris Riopelle: cjriopelle@gmail.com

    Nathan Childers: ndln@yahoo.com

    Bobby Noghrey: bjnoghrey@yahoo.com

    Tiffany Ragon: tiffanycragon@gmail.com

    Tom Wolber: tmwolber@aol.com

    Debby Shipers: aqualane2010@gmail.com

    Maria Hughes: drkruzel@bellsouth.net


    Please. It's been over a week now. I really need an update for my boss and all the brokers that are missing hundreds of leads.

    Is there a supervisor I can speak with? Is there someone who can call me about this?

    Thank you,

    Lauren Burns

    Lauren@denisonyachting.com

    305-951-1051



  • Profile Image
    Collin_S
    Answered on November 09, 2021 at 12:31 PM

    Hi,

    Thank you for the new information, our developer team will get back to you as soon as possible.

    Have an amazing day.

  • Profile Image
    Lauren_Burns
    Answered on November 09, 2021 at 12:58 PM

    I asked questions.. it wasn't new information, as what I just sent you, was the same information I sent over yesterday.

    1. Checking in to see if your it team was able to find anything on their end?
    2. Is it possible to look up the following emails in your system to find out where they went to?
    3. Is there a supervisor I can speak with?
    4. Is there someone who can call me about this?

    I just had a meeting with the owner of the company and he is furious.

    I have the possibility of losing my job over this incident and I need someone to please respond to me with an answer other than "our developer team will get back to you as soon as possible."

    Because I have been receiving that response since last week.

    Please. Please give me a response to the 4 questions I asked above.

    Thank you,

    Lauren Burns | Lauren@denisonyachting.com | 305-951-1051

  • Profile Image
    VincentJay
    Answered on November 09, 2021 at 02:33 PM

    Sorry for the inconvenience.

    1. We still haven't received any updates from our backend team.
    2. I checked our email logs and there's no record of the email addresses you shared.
    3. Yes, you can email our support manager: jim@jotform.com. Please try adding the Ticket ID to your email title subject. Ticket ID: 3471726
    4. We do not have phone support. It is only available to our Enterprise Level.

    I hope this information helps. Let us know if you have any questions. Thank you!

  • Profile Image
    Lauren_Burns
    Answered on November 11, 2021 at 10:26 AM

    Thank you so much for that information.

    I emailed your support manager on Tuesday, added the ticket to the subject line, and the body of the email as well.

    Do you know how long it usually takes for a response time?

    Thank you!

    Lauren

  • Profile Image
    Billy_G
    Answered on November 11, 2021 at 11:13 AM

    Hello Lauren,

    I hope you're doing well. Once again, I sincerely apologize for any inconvenience this has caused you.

    Our support manager may still be looking into the issue and will likely respond with his findings soon. Nonetheless, I've already sent him a private message. You should hear from him anytime soon.

    We appreciate your patience and understanding.

  • Profile Image
    Lauren_Burns
    Answered on November 16, 2021 at 10:47 AM

    Good Morning,

    I haven't heard any response from your Support Manager since I emailed him last Tuesday 11/9/2021. I just resent the email, along with a follow up question.

    Do you have any updates with our issue?

    It has been 16 days since we submitted our ticket and I have extremely upset brokers and superiors who are looking to me for an answer.

    I have inquired about the Jotform Enterprise Level, because we use Jotform throughout several areas within our Company Website and our Marketing Director is a big advocate for you guys.

    The owner of the company has given me the final say in deciding whether or not we will upgrade to the Enterprise Level within Jotform, and unfortunately if I don't receive a response from anyone on this support ticket for the loss of these extremely important leads, I will have no choice but to assume the customer service support would not be any better with an upgraded plan.

    I look forward to your response.

    Thank you,

    Lauren Burns

  • Profile Image
    gerardw
    Answered on November 16, 2021 at 12:41 PM

    Hello Lauren,

    We are truly sorry for the trouble.

    Your matter has already been escalated to our higher management to look at.

    As soon as there is an update we will surely inform you via this ticket.

  • Profile Image
    Lauren_Burns
    Answered on November 23, 2021 at 02:37 PM

    Good Afternoon,

    I have still not received a response from your Support Manager, so I just resent the email for a 3rd time.

    This is absolutely not okay.

    It has been 23 days since we submitted our ticket with you.

    I need an update today, if I will ever receive the missing leads that Jotform has misplaced.

    Thank you,

    Lauren Burns

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    Gilbert_P
    Answered on November 23, 2021 at 04:06 PM

    Hello Lauren,

    We truly apologize for any inconvenience this may have caused.

    I have made a new follow-up with our developers regarding the issue. We're unsure what's causing the delay but rest assured that this matter is currently being investigated. We'll be sure to notify you here once we receive any word or updates from them.

    We thank you for your patience and understanding.

  • Profile Image
    Lauren_Burns
    Answered on December 02, 2021 at 10:47 AM

    Good Morning,

    It has been over a month since we have submitted our ticket and every single person I have spoken to on this support thread, has said you are working on it. I need clarification right now if there is ANY possibility to retrieve the leads that were lost WITHIN Jotform, when we connected the ipads to Wi-Fi.

    I have emailed your "Support Manager" Jim ( jim@jotform.com ), FIVE TIMES with ZERO response.

    I am in disbelief with the amount of time it has taken for someone to give me a straight answer.

    I'm paying for an account with you, in hopes that you will recover the missing data.

    I do not want another answer of "Our backend team is working on it," I want an answer from a manager.

    My email is Lauren@denisonyachting.com / Cell: 305-951-1051.

    I am available 24/7.

    Thank you,

    Lauren