Two submissions disappeared in the form submissions page, but two empty rows will appear if you download submissions to an excel file

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    jedgecombe
    Asked on March 27, 2015 at 01:10 AM

    Hello,

     

    I have at least 2 submissions which I know to have been submitted (I have received the notification email from Jotform) but they are not appearing if I click on 'view submissions'.

    Based on the emails I have received, I believe there should be 7 submissions, but I can only see 5.

    I would be extremely grateful for some help!

     

    Best,

    Jamie

  • Profile Image
    ashwin_d
    Answered on March 27, 2015 at 04:56 AM

    Hello Jamie,

    I'm sorry for the trouble caused to you.

    Can you please let us know the submissions your are missing? Please share the screenshot of the submission email you have received and we will take a look. The following guide should help you on how to upload image in forum post:  http://www.jotform.com/answers/277033 

    I did check your account and as per the submission counter you have only received 6 submissions in the whole month of march. Your form "Come dine with me " currently has 5 submissions and form "Y-w8 survey" has 255.

    Have you deleted any submissions accidentally? Please share the screenshot s of the submission emails and we will take a look.

    We will wait for your response.

    Thank you!

  • Profile Image
    jedgecombe
    Answered on March 27, 2015 at 09:45 AM

    Hi Ashwin,

    Thank you very much for your response. I have deleted one submission and, excluding this, there should be 7 submissions (8 including this).

    I have included screenshots of the emails below. It isn't too much of a problem for me to reenter these submissions on behalf of the person who originally entered them if that is what you advise but I just wanted to check that this wouldn't happen again.

     

    Kind regards,

    Jamie

  • Profile Image
    Shadae
    Answered on March 27, 2015 at 12:37 PM

    Hi Jamie,

    Thank you for providing us with that additional information.

    It appears that there was cache glitch on your submissions that prevented your submissions total from resetting.

    I have refreshed your submissions and you should now see all seven submissions showing for your form.

    I hope this helps, please inform us if you need further assistance.

    Thank you.

  • Profile Image
    jedgecombe
    Answered on March 29, 2015 at 12:38 AM

    Hi,

     

    That's perfect, thank you very much!

  • Profile Image
    Shadae
    Answered on March 29, 2015 at 08:35 AM

    Hi jedgecombe,

    You are most welcome, we are happy that we were able to resolve this issue.

    Please inform us if you need further assistance.

    Thank you for using JotForm!

  • Profile Image
    jedgecombe
    Answered on April 04, 2015 at 04:44 AM

    Hello,

    The same 2 submissions have disappeared again! Please can you help?

  • Profile Image
    Welvin
    Answered on April 04, 2015 at 10:25 AM

    Hi Jamie,

    It seems like there was a bug in the form submissions page of the current form. Two submissions are hidden on the submissions page. However, two empty rows will appear if you download it into an excel file:

    I have now submitted this thread to our developers so they can check and investigate further. If there are updates, you should know it via this thread.

    For now, please close the form: https://www.jotform.com/help/27-How-to-clone-an-existing-form-from-your-account and use the cloned version instead of the original one. Please don't delete the original form so our developers can check it.

    Thank you!

  • Profile Image
    jedgecombe
    Answered on April 15, 2015 at 02:34 AM

    Hello,

    I have cloned the form but the original form still does not show the two hidden submissions. Please can you give me an update in this?

    Thanks.

  • Profile Image
    ashwin_d
    Answered on April 15, 2015 at 09:43 AM

    Hello jedgecombe,

    You do not have this issue with your cloned form correct?

    On your original form: I will have to request you for little time to get some confirmation from our back end team.

    We will get back to you on this soon.

    Thank you!

  • Profile Image
    jedgecombe
    Answered on April 16, 2015 at 08:36 AM

    Hi,

    I haven't noticed the problem with the cloned form but I have only just begun using it.

    Looking forward to hearing more from you.

    Jamie

  • Profile Image
    Welvin
    Answered on April 16, 2015 at 09:39 AM

    Hi Jamie,

    That's a great news! Please continue using the new form for now. 

    Thanks

     

  • Profile Image
    jedgecombe
    Answered on April 17, 2015 at 01:39 AM

    Hi,

     

    Thanks but I am still missing two submissions from the other form, can these please be recovered?

  • Profile Image
    Welvin
    Answered on April 17, 2015 at 07:02 AM

    Hi,

    Yes, I knew it. But honestly, the ticket was cancelled for some unknown reason. I have forwarded this thread to the assigned developer so to know what happen to this report. We'll let you know here.

    Thank you for patience and understanding.

    Regards