HIPAA: Unable to download submissions

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    Jacqueline_Nguyen
    Asked on January 14, 2022 at 02:53 PM
    when attempting to download all submissions from a particular day, nothing downloads...
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    JohnRex
    Answered on January 14, 2022 at 02:57 PM

    May we know in what format are you trying to download the submissions? Do you receive any error messages when you try to?

    Or if you can share a screenshot of the browser's console logs, please post it here so we can check. You may blur the PHI. Here's how-to-get-a-console-report-from-most-common-browsers.

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    Jacqueline_Nguyen
    Answered on January 14, 2022 at 04:21 PM

    This issue pertains to the only computer that still displays Submissions...so from the long list of all Submissions, when i try to download an excel of all submissions from one particular day, i click download as excel and nothing happens.


    No error message appears and there is no loading screen.

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    Jacqueline_Nguyen
    Answered on January 14, 2022 at 04:22 PM

    1642195344_61e1e9907a81f_

    This is the console tab for the page of submissions that i am unable to download

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    Rose_A
    Answered on January 14, 2022 at 08:32 PM

    Hi,

    Thanks for the information.

    Can you please try downloading your submissions data using your browser's Private/Incognito mode and see if the issue persists?

    1642210233_61e223b900e92_

    User guide:

    https://www.jotform.com/help/73-how-to-download-form-submissions-as-excel-csv-pdf/

    Thanks,

    Rose

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    Jacqueline_Nguyen
    Answered on January 17, 2022 at 12:12 PM

    when i open an incognito window and trying to open the submissions tab, i am met with the same error that i have opened on a separate ticket. So it just continues to load and never brings up the submissions for me to download

  • Profile Image
    Collin_S
    Answered on January 17, 2022 at 01:21 PM

    Hi,

    Please try and clear your browser cache or try another browser, I can suggest firefox.

    Please let us know if you require any further assistance or information.

    Hope to hear from you soon.


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    Jacqueline_Nguyen
    Answered on January 17, 2022 at 02:16 PM

    i have already taken these steps with no change. it seems as though i need to wait for my first ticket to be solved before i am able to download submissions. I have been talking to support for this other issue for a few days now, so i guess i need to wait longer for that issue to be resolved before resolving this downloading error.


    Thank you for being very responsive.

  • Profile Image
    Rose_A
    Answered on January 17, 2022 at 03:42 PM

    Hi,

    I apologize for the inconvenience it may have caused you.

    I will reach out to our developer team for an update in regards to the escalated ticket. We appreciate your patience regarding this matter.

    Thanks,

    Rose