Why are some of our respondents losing data?

  • Profile Image
    lsupress
    Asked on July 22, 2014 at 04:54 PM

    Hello,

    I work for a university publishing company. I've created a jotform that allows our authors to submit important data about themselves and their upcoming book. This has been a great solution so far and most of our authors have no issues with the interface. However, every season, one or two authors experience lost data in the form fields before they've pressed submit. A couple of times this has been because the user has deleted their browser cache, cookies, history, etc. However, sometimes they lose their work even though they've not cleared anything. See this note from one of our authors:

    "I am using Firefox and it’s set to its default, “remember history,” which lists enabling cookies as part of that setting. I know I lost a section I typed in—potential reviewers. Fortunately I have been working from hard copy and anticipate typing in. When I return to the page, my last entry is always grayed out. I am not even closing the window. Is there a way for you to check if my info is being retained? Or do you have a webmaster who can help me? Should I start over in Safari?"

    Do you have any idea why this might happen? Is there something I can do on my end that will safeguard our authors from potentially losing their data? If you look at the jotform, you will see that I've included careful instructions about how to NOT lose their data:

    Your work will be saved automatically every 4 seconds. If you leave this form before you have finished completing it you may return to this page (using the same computer and browser) at a later time to continue your entry. Be sure that you do not delete your browser's history and cookies. The cookie is what retains the data you have entered.

    Thank you for your help! 

    bobby

  • Profile Image
    Jeanette
    Answered on July 22, 2014 at 08:35 PM

    Hello Bobby

    It seems these particular users are experiencing a browser issue.

    I would recommend them to use Chrome instead.

    Also, making sure they are using the latest version of Chrome or Firefox. They should never use IE.

    Kind regards

    Jeanette