Missing answers...?

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    Asked on December 05, 2011 at 07:17 AM

     got an email from one of our clients telling us that they have sent some documents through Jotform, and we have no trace of it. However he received a confirmation mail from us...

    We did not find any trace of his mail, and it is also not present in the database overview...!

    Fortunately (?), I keep track of all messages by assigning an ID to each entering mail.

    Here is part of the confirmation mail we got from the client:

    From: BBIE [mailto:do_not_reply@boip.int]

    Sent: maandag 14 november 2011 14:52
    To: Arnaud Bos
    Subject: Bevestiging: Benelux merk : (Reactie op lopend depot) :

    Geachte Onel trademarks,

    Wij hebben uw bericht betreffende Benelux merk (Reactie op lopend depot 000000 ) in goede orde ontvangen.

    U heeft het (de) volgende document(en) ingestuurd: 
    I have indeed found a gap in the numerotation... round this time. (see table below)
    I miss number NL_175... Could you trace what happened to that number?
    This can be a major problem, as I miss a few other other numbers too.. , like 178, 181, 188, 193, 194, 208, 352, 358, 359, 360, 382, etc...
    If those documents are all missing, we could doubt about the reliability of Jotform, even if we like its functionality very much...
    2011-11-14 12:55:45 NL_173                  
    2011-11-14 13:29:15 NL_174   1             1
    2011-11-14 16:22:17 NL_176   1             1
    2011-11-14 16:34:35 NL_177   1            



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    Answered on December 05, 2011 at 11:27 AM

    Hi BBIE,

    I gather we had an issue with one of our replication databases that failed a couple of weeks ago. It had to be taken offline and replaced. I assume your submissions are from forms using secure URLs? 

    This may well explain the missing NL_175 and a few others. The dates do seem to tally up from when we had this issue.

    I have, however, checked your submissions and do notice quite a few other NL_xxx missing out of sequence. Do submissions ever get removed from your submissions list on JotForm for any other reasons?

    I have escalated this two 2nd level to find out the exact dates which some users may have been affected by this failing server.  Its unfortunate that you may have been one of the few to suffer from this, but at least it would serve as an explanation as to what happened to some of your submissions.

    I would just like to note, that this failing server has been now been removed from our live environment and everything is stable now.

    Also, can you please log into https://secure.jotform.com and check if any of your 'submissions' appear there?



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    Answered on December 05, 2011 at 11:51 AM

    Thanks for your prompt reply.

    We never delete records in the database, so in principle the sequence should be complete. There is however one exception. One of my collaborators has made some tests a few weeks ago, and deleted them to avoid annoying messages in the production department. I guess this affects about half a dozen messages, but this was earlier than November 14.

    Do I also understand that those messages are definitely lost? Depending on the type of messages it was, this could be annoying for our applicants...

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    Answered on December 05, 2011 at 12:23 PM

    Yes, if my assumption is correct, I'm afraid those submissions are probably lost. 

    However, notifications/confirmation emails should still have been sent out upon submittal of the form, I seen one our developers offered, based on thoes notification emails, to manually insert the records back into that users submissions list. I am sure that offer would stand for you as well. 

    I am probably going to have to wait for some kind of confirmation from 2nd level that my assumption as to the reason why some of your submissions are missing is correct. 

    I just need to double-check that you have indeed checked for your missing submissions list by logging into https://secure.jotform.com ?

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    Answered on December 05, 2011 at 02:06 PM



    I was not aware I could also check the submissions under that URL. The great news is that the missing number 175 is present there... This does not tell me anything about the other ones, I cannot check this now.

    But anyway the one meant by our client is present. I can forward this to the production department. I will check tomorrow if I can find other missing ones. 

    Thanks so far.

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    Answered on December 05, 2011 at 03:51 PM

    OK, I will put the request for assistance form 2nd Level on hold until you have confirmed that you do seem to have submissions missing. 

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    Answered on December 06, 2011 at 03:54 AM

    We have checked both lists of notifications.

    We have 20 numbers missing in both. One is from yesterday evening (European time), but may be it was a test of yours, as it happened after I mentioned the problem (nr 420). I did not take in consideration 11 submissions which I suspect to have been deleted by my collaborator: 215/225.

    Here is the list of missing numbers:


    Some of those numbers are very recent. 382, 389 and 393 should have been submitted on December 1st.

    I would be pleased if you can have a closer look on those missing submissions.

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    Answered on December 06, 2011 at 07:57 AM

    OK. These apparent missing submissions come from between 28th Oct to 1st Dec 2011. 

    I have escalated to 2nd Level to see if they have any suggestions as to what may have happened to those submissions.

    Did you recieve any kind of email notification for the submissions that appear to be missing? 

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    Answered on December 06, 2011 at 08:19 AM

    I have checked all the numbers in our mail system. With the exception of nr38 (probably a test submission), I could not find any mail on our side.

    Of course this does not exclude a mail has been sent as an aknowledgment to the client... But I do not have any control on that.