- tigovernanceAsked on March 16, 2016 at 11:45 AM
Dear JotForm team -
I have been contacted by one of our members (based in Zambia), which has been working on the a survey of ours (please find the link of the empty survey here: https://eu.jotform.com//?formID=51101821313336, the back end information of the contact in Zambia here:https://eu.jotform.com/submissions/51102469541348)
I have been informed by our partners that they have been experiencing difficulties since Saturday, 12 March to submit the survey and the uploaded documents.
the system repeatedly froze at a certain point (I am unsure when that point was) and had to be restarted which then in turn led to a loss of information. as far as I understand it was not a matter of a malfunctioning internet connection.
This of course is very inconvenient for the colleagues in Zambia but especially for us, as we need to rely on the system to work flawlessly.
Do you have any thoughts what may have caused the break down and what we can do to rectify the situation?
thank you for your support!
- KadeJMAnswered on March 16, 2016 at 01:27 PM
Felicia, we appreciate the report about this issue.
Based on the form url being in from europe it seems you might be referring to Zambia, Africa if that is correct?
I believe you are referring to having submission issues with your partner(s) accessing these 2 forms.
Was your partner(s) accessing the form with the same european link at https://eu.jotform.com ?
May we have your permission to send a test submission for each form to investigate what happens on them?
- tigovernanceAnswered on March 17, 2016 at 05:13 AM
Indeed our partners are based in Zambia, Africa and yes the link that was originally provided to them was:
It would be great if you could test the links, if you can do so without requiring our partners to be actively involved in the test.
Many thanks for your help!
- JotForm SupportMike_GAnswered on March 17, 2016 at 07:18 AM
I would like to apologize for any inconvenience. After I tried submitting the first form, http://form.jotformeu.com/form/51102469541348, I got a link, http://firstname.lastname@example.org, that will redirect me to the main form, http://www.jotformeu.com/form/51101821313336. I clicked the link and tried to fill up the main form. However, I believe I was able to reproduce the issue you're having, the form freezes most of the time making it hard to fill. I checked the console of the page but unfortunately, I didn't see any errors in it. I also tried to create a clone version of your form to be used for testing and still got the same issue. I thought it is something related to the conditions set up in the form, but it is not. After I have disabled all conditions on the clone version of your form, I still got the same issue.
SinceI'm not sure right now what's causing this, I will submit your concern to our developers so they will be able to test it further. You will be notified via this thread for updates if there are any.
- tigovernanceAnswered on March 17, 2016 at 07:23 AM
Thank you very much for your prompt response and testing the form. It is unfortunate that the issue could not be resolved yet, but I hope to hear back from your developers shortly.
- JotForm SupportMike_GAnswered on March 17, 2016 at 07:36 AM
I'm sorry if I cannot provide any ETA to when this will be fixed, but please be assured that the issue will be looked into and you will be notified as soon as there are any updates from our developers.
- tigovernanceAnswered on March 17, 2016 at 10:56 AM
Dear JotForm Team,
Unfortunately, I have to report further problems that colleagues, which are based in Switzerland, are now experiencing with our questionnaire.
Earlier this week, we had issues with the save and resume function of the questionnaire and while this issue had seemed to have been resolved all information that was entered has now been lost.
My colleague reported the following:
- She worked on the questionnaire yesterday and entered data. While working on the questionnaire she had saved and resumed her work repeatedly without any issues.
- All information that she entered had been saved when she resumed work this morning.
- She continued working until she came to the last page of the questionnaire. Since she needed the approval of her manager she did not submit the questionnaire and closed it.
- When she reopened the questionnaire ALL information was lost
- She opened and closed the questionnaire and it continued to be empty.
- She opened the questionnaire again and the data she had entered for the first page only appeared again. All other information remains to be lost.
Please have a look into the form:
While we are appreciating your support so far, I have to stress the importance of a quick and sustainable solution. We are working with members around the world and had a good experience with the services of your surveys last year.
Since you have changed the material conditions that only allowed the information to be stored for 1 month, we are experiencing technical difficulties.
We depend on JotForm to work smooth and flawless when we provide it to our affiliates and cannot afford them to go through frustration since they loose valuable information and time.
I need to press that this issue needs to be resolved as soon as possible, otherwise we will be forced to look into alternative providers which allow for a more stable process of data collection.
I appreciate your help and look forward to hearing back from you soonest.
- CarinaAnswered on March 17, 2016 at 11:58 AM
"- She continued working until she came to the last page of the questionnaire. Since she needed the approval of her manager she did not submit the questionnaire and closed it."
From what you describe, user did not submit the form and closed the browser window. Unfortunately if we don't submit the form, the information will not be saved. This is not a malfunction, it is exactly how the "save to continue later" feature works.
There is an auto-fill feature, that will save the entered information on the browser (as long as you don't clear the cache and for a limited period of time), but this feature is not compatible with "save forms to continue later".
Regarding the initial problems with the form, they are being analysed by our developers. As soon as we have more details we will contact you.
Let us know if we can assist you further.
- tigovernanceAnswered on March 17, 2016 at 12:09 PM
Thank you for your email.
Indeed, as we have the save and resume function through a first form, which creates a link and then the main form the information will be saved whenever the NEXT button is pressed.
We had difficulties with this save and resume function last week as well as earlier this week. it seemed to be working again yesterday and it worked for my colleague in Switzerland as she had closed and reopened the form several times and was able to retrieve the information.
The fact that we currently have only one SUBMIT button at the end of the form never used to interfere with the ability to save and resume the questionnaire.
Furthermore, the fact that after the entire documentation was lost and the information in the first page reappeared again after my colleague continued to reopen the link shows that there is something off. Maybe it is a combination of issues with the save and resume function, and the freezing and subsequent crash of the form.
This to me clearly indicates that there is something wrong with the save and resume function.
Have you had a chance to access the link I had provided to you? Otherwise, could you kindly check whether there is a problem with the auto-save via the email and created link - even though it was fixed yesterday.
- JotForm SupportKevin_GAnswered on March 17, 2016 at 12:47 PM
We apologize for this inconvenient, but since this thread was opened originally to report other issue, I have moved your concern about the save and continue later feature to this thread: http://www.jotform.com/answers/796892.
We will assist you there.
- JotForm SupportMike_GAnswered on March 25, 2016 at 10:44 AM
European users who use the "Save and Continue Later” workaround should use eu.jotform.com domain for their forms. The reason is that session data comes from EU servers for EU forms.
You should keep using eu.jotform.com domain for his second form (main form) and in the link(with "session") to the second form(main form) that is shown on your first form’s Thank-You page.
For example, rather than having this link, http://email@example.com, you should generate this link, http://firstname.lastname@example.org, instead.
Please do not hesitate to get back to us should you need any further assistance. Thank you.