- john.roscoeAsked on May 21, 2014 at 06:31 AM
HELP PLEASE URGENT
All submissione entered today have disappeared from your server. The forms were completed, the automatic email sent (which I have copies of) and the records are in Google spreadsheet, but they are no longer on the Jotform server.
I know your system was down last night when I was attempting to create a new form, and its been up all today, but something serious has happened. I think it is to do with the unique ID field which seems to have allocated a duplicate key and so has lost at least 6 records. I have just entered a dummy submission and it is now working correctly but is re-assigning number that were already assigned.
I need to know how to resolve this urgently as the unique IDs are used as a security barcode. Also I have lost 6 records in the system without trace. I do not want to re-enter them if at all possible.
Here are the records captured in Google spreadsheet - the records in green have been lost off the Jotform server and the last one #2110 just came in a few moments ago and is now auto-incrementing OK.
- john.roscoeAnswered on May 21, 2014 at 07:40 AM
It also seems the format for date/time has changed - it is no longer recognised as a date/time field by google spreadsheet. (See the last 2 entries in the screenshot above - I cant change their format at all)
- CarinaAnswered on May 21, 2014 at 10:05 AM
I created a copy of your form and made test submissions. Even though the Unique ID field index is 2112 the generated numbers were 1 digit long:
I forwarded this situation to our developers so they can look better into this matter. They will update you via this thread once they have an update on this.
- CarinaAnswered on May 21, 2014 at 10:08 AM
Regarding the submissions issue the system is having a temporary glitch and our developers are already working on the solution.
We apologize for all the inconvenience.
Let us know if further support is needed.
- CarinaAnswered on May 21, 2014 at 01:37 PM
We received the information that the missing submissions situation is solved now. This situation was caused by a problem with data replication. I checked your account and could see submissions after 19th May. Can you please confirm that the situation is solved?
Thank you so much for your patience.
Developers will still look into the Unique ID issue.
Please get back to us if further support is needed.
- JotForm FounderaytekinAnswered on May 21, 2014 at 01:55 PM
A data replication problem caused this. The problem is now fixed but unfortunately, it is not possible to fix those auto increment numbers. You will have some double entries.
- john.roscoeAnswered on May 22, 2014 at 03:09 AM
Thanks for your response - yes the missing records are now back but I have had to delete and re-enter some submissions manually to fix the auto-increment errors.
Unfortunately there are still other problems I have discovered since your 'glitch'. I will start a new thread.
- KadeJMAnswered on May 22, 2014 at 09:56 AM
We really do apologize about that and thank you for letting us know. If you are still seeing any other problem areas that might be something we can help with. Then I would advise opening a new thread as you mentioned for that if you get stuck or need to should it be something more problematic. Thanks in advance.
- john.roscoeAnswered on May 23, 2014 at 03:46 AM
HELP - I dont know whats happening.
As stated above on 22 May I deleted two error records from Jotform and also from Google sheets. Then I re-entered the submissions which allocated a new auto-number which is our security barcode.
Suddenly the two records I had deleted re-appeared a day later. So I again deleted them. Now today they have re-appeard again so instead of 2 duplicates I now have 6! This is getting out of control!
Can I delete them again - or will Jotform re-instate them again?