Lost Data on Form Submissions from Time to Time

Hello Team,

  Let me start by asking if there is a direct email that I can somebody on to discuss the issues we are having. Most importantly, I would like to loop in my manager into the conversation in hopes to have an open discussion to remedy the issues we are having with the forms. 

   We love JotForm and find that it has eveerything we need in a form, and have committed a ton of time in creating the perfect form for our application.The main issue we are having is keeping connectivity within the form. About 70% of the time, the form is crashing for no reason whatsoever. We are losing all of our data, and in our field, lost data could be equivalent to several hours (average 1-3). I have done all I can on our end to remedy the crashes but it becoming more and more frequent to the point where we will not be able to continue or subscription unless a resolution is found. 

   The second issue/question:

Once again, we really enjoy this form because of its diversity and malleability, but in order to continue we need some support from the JotForm team. If at all possible, email me separately and please loop in my manager CC: jon.moore@nrghomesolar.com 

Myemial: Anthony.dangelo@nrghomesolar.com

Thank you very much in advance for the assistance. We look forward to hearing from you. 

P.S. If it is not possible to email direct, please unprivatize this thread so Jon can be involved on the community thread. 

Hi Anthony,

I check the email address "anthony.dangelo@nrghomesolar.com" and found that all of the recent emails have received to your end without having any issue. Below, you can see the list:

So, I guess you are mentioning the Google Drive integration, because most of your forms have this integration. If we come to the reason behind this, Google make an update with their API. The API is the communication between JotForm and Google. That's why you lost connection on Google Drive from time to time and unfortunately, the only solution to fix it is recreate the integration again with Google Drive.

In order to overcome this issue, you can try to use other integrations like Dropbox besides Google Drive. In addition, the thread is open to public, so your manager can see and involve this thread, if he wants.

Regards.

In addition, I moved your second question to another thread, so you can access it through the following link from the below:

https://www.jotform.com/answers/800843

It  will be answered in short.

Hello Mert,

I should have been more clear in stating that the form I was referring to was of the username jdm2175. I am a sub user on that account, it is the account we use for submissions. It may appear that all responses were submitted but that is not the issue. The issue is that the form will CRASH and shutdown, not allowing us to complete the form. 

So hour(s) worth of work disappears and we are forced to start over. There must be an issue in regards to script that is on your end. Note that we are using these forms from mobile devices 85% of the time. Please check JDM2175's account where the actual forms are located. Advise, "Post Build Trip Report LI" 

Thank you,

Anthony 

Is the form being used directly or is it embedded to a web page?  I checked this form:

http://www.jotform.us/form/60675753985169

On mobile and it does appear to work properly.  I tried several times to reproduce the crash and was not able to get so much as a spot of lag.  At what point is the form crashing and is there a specific way to reproduce the crash?  As soon as we can reproduce the issue we can start working on how to fix it.

We have a group of people beta testing the form now before we roll it out within the company. I will get as much intel from them as I can, but it seems to be sporadic and unpredictable. I will attempt to use the form now to try and replicate the crash as well.

I did gather from some of the users that it would mostly happen when uploading/taking photos (on mobile) 

I checked the form on Android in FireFox and Chrome and on Iphone using Safari.  None of which crashed.  If you do find a way to reproduce this consistently, do let us know and we will investigate further.

Form is being used directly and it seems that it is only when trying to upload pictures. At times, it will crash when minimizing the window to use other apps. 

I am not sure how well mobile browsers will do with temporarily stored several files.  I would recommend having all necessary pictures taken previous to filling out the form and uploading them directly, rather than using the phone camera function in form.  However, even swapping between apps and using the camera functionality on my phone to upload images direct from the camera, everything still appeared to be working properly.  On desktop, I was also unable to crash the form or cause any sort of instability. 

Is there a consistent setup for all users, same device, web browser anything of that nature?