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    Submissions missing from the form while checking them using API

    Asked by lpiguet on June 28, 2016 at 10:11 AM

    I helped them setup the forms and provide support (they are our customer).

    The owner did not delete the submissions. I just checked with them.

    Something happened. First, some of (most) of the submission data started not being visible from the API, which triggered my original inquiry. Now, the submissions are gone.

    Looks like there is a serious problem. We need to help to sort it out and/or restore these submissions.

    Thank you

    Laurent

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    JotForm Support

    Answered by Kiran on June 28, 2016 at 11:04 AM

    Somehow, your response below in the other post is not being displayed in the thread. Here it is for the reference.

     

    I have used three different things:

    - Original script, that has worked for weeks

    - Following the initial problem with partial data, a simplified version that I have submitted so that you could diagnose (see above)

    - The code snippet that you requested I try (which basically does the same thing that mine does, only with less detail)

    So, in none of these does the code do anything but fetch data. No delete.

    Something else happened. I think we need to go back to why things started happening in the first place. There was already something strange: the submissions were there, but the data was missing when retrieved by the API calls.

    Then, the second thing is: why did the submissions disappear?

    Thanks,

    Laurent

    Thank you for confirming that the owner did not delete the submissions. I'm not sure what went wrong at the moment. But, I feel it is not due to the API scripts. Let me forward the issue to our backend team to take a look to see if we can restore the submissions of the form.

    If there is any update in this regard, you'll be posted here.

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    Answered by lpiguet on June 28, 2016 at 04:02 PM

    I am looking forward for some answers on this topic.

    Meanwhile, does this mean our form can not take submissions?

    Thank you for your prompt response.

    Laurent

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    JotForm Support

    Answered by Kiran on June 28, 2016 at 04:13 PM

    Since we have already forwarded the issue to our backend team, they'll be looking into it. We will provide you with any update here as soon as we have in this regard. Since the old submissions have their own submission IDs, you may continue receiving the submissions using your form. 

    Thank you!

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    Answered by lpiguet on June 30, 2016 at 04:26 AM

    Hi,

    Are there any news?

    Thank you

    Laurent

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    JotForm Support

    Answered by Chriistian on June 30, 2016 at 06:21 AM

    The issue is still being investigated by our development team. Let me follow up this to them. We will inform you on this thread any updates to the issue. 

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    JotForm Developer

    Answered by uygar on June 30, 2016 at 07:01 AM

    Hi,

    We are still investigating this issue. We checked our monthly backups and found your submissions but  we could not find your answers data. You can reach your answers on this page: https://eu.jotform.com/myaccount/history . Please  select All Times, Emails tabs.

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    Answered by lpiguet on July 01, 2016 at 04:56 AM

    Thank you, I appreciate your efforts.

    For the sake of clarity, I am awaiting further news and the recovery of the submissions data. Beyond the issue of trust and confidence in the service you offer, we have built reporting around the submissions data as obtained via the API, so we are keen to see it back to life.

    One suggestion: I communicated to the client the new availability of the "Data Export Tool" on June 21. They tried it (with unsatisfactory results, apparently), but I wonder if the two things are not connected.

    Thank you,

    Laurent

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    JotForm Support

    Answered by Jan on July 01, 2016 at 12:18 PM

    Hello lpiguet,

    The Data Export Tool is not connected to the issue of the missing submissions or data. As of right now, our developer is still in the process of resolving the issue.

    Thank you very much for your patience.

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    Answered by lpiguet on July 04, 2016 at 02:37 AM

    Hi,

    It's now been almost a week. I would have expected that restoring data after it was lost would not take this long. While it may not be easy to exactly understand what happened, restoring data should be a matter of a few hours.

    While I appreciate your responsiveness on this forum, I would appreciate some results on the data restore, or some guidance on what to do about this problem so we can figure out our next steps.

    Thank you

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    JotForm Support

    Answered by Chriistian on July 04, 2016 at 03:53 AM

    It appears that the most recent submissions can be seen on your form. However, the previous 97 submissions are still not seen in the submissions page.

    We do apologize for the inconvenience. Our developers are still investigating the issue, which may take a while depending on the issue at hand. I will contact our developer again to see if they have any further news. Perhaps they can provide more info on your concern. Regards.

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    Answered by lpiguet on July 04, 2016 at 04:16 AM

    Yes, correct, new submissions can be seen, but not the old ones.

    But ... until when? Will they disappear also?

    PS: isn't there some audit to make sure somebody did not delete things accidentally? That would at least explain the problem

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    JotForm Support

    Answered by Chriistian on July 04, 2016 at 06:15 AM

    As per checking with our development team, they could not restore the previous submission of your form. It seems that the API you used deletes submissions regularly. Sorry for the inconvenience. As suggested by my colleague, uygar, we can check your form's email history to get the data. Then create an Excel or CSV to be imported to your form using our Import App. I am now trying to create the excel file to be used for the Import App. Please give me sometime to finish the excel file. Regards.

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    Answered by lpiguet on July 10, 2016 at 02:07 AM

    Hello,

    We are still keen to get some resolution on this matter, and be able to restore form submissions.

    Have you been able to make progress?

    Thank you

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    JotForm Support

    Answered by EltonCris on July 10, 2016 at 04:31 AM

    Our apologies but there's still no word from our developers about this.

    By the way, our developer itself have mentioned that your deleted answers data isn't found anymore from the backup which probably means it can no longer be recovered. While waiting for our developers reply, we suggest to recover your data from the notifications you received over email or in your email history as also suggested by my colleague. This is the only solution we could think as of the moment.

    Anyway, this thread is still assigned to our developer, I'm sure he'd follow up with more information on this as soon as he can.

    Thank you!

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    Answered by lpiguet on July 11, 2016 at 10:27 AM

    Hi,

    To be very clear, I think it is unacceptable that something like this could happen. While it is possible that mistakes can happen, we should at least be able to understand what happened, and recover. In this case, 1) we are not be able to understand what happened (no audit trail??), and 2) to restore from backups ("your deleted answers data isn't found anymore from the backup").

    Let's imagine for a second that someone on our side would have deleted the submission data by mistake (which isn't the case). Surely, you would/should have a trace of that? In addition, if this had happened, I am assuming ALL submission data would be gone... but it's not the case, because the uploaded files are still in place.

    I repeat, as I did with my first request: there is something fundamentally wrong (at the beginning, the submission data was still present in the system, but the API suddenly was failing to include the answers for 90% of the submissions). I am not sure this has been taken seriously, despite my documenting this case quite thoroughly.

    This brings into question the professionalism of the paid services you offer and should give anyone pause before considering using JotForm for anything that requires reliability.

    Meanwhile, I have now, at our expense, reassembled all the data from an export we had thankfully created on June 26, plus additional data from other sources. I have a file that contains the data that I would like to import, despite the fact that we don't have confidence that this problem will not happen again, but because we don't really have a choice now that the campaign is under way.

    You have mentioned that I could import this myself, but I'd rather have you do it and make sure it's correctly done. What is the best way to provide you this file, or do this operation?

    Thank you

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    JotForm Support

    Answered by Kiran on July 11, 2016 at 11:48 AM

    I understand. You may send us the file to support@jotform.com with a subject line 'Support Forum - 870908'. Once the email is sent, please let us know here so that we can take a look at the file and see what best we can do to resolve it.

    Thank you!

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    Answered by lpiguet on July 12, 2016 at 03:19 AM

    Ok, it's done.

    I have put some information in the email:

    This is for form 61223879766367
    Rows 2-13 currently are present in the form (new submissions after the data loss occured)
    Rows 14-109 contain data that has disappeared and needs to be imported. The attachments are still present in the system.

    Thank you for your help.

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    JotForm Support

    Answered by Chriistian on July 12, 2016 at 03:29 AM

    Thank you for the confirmation. We shall assist you further with the file through the support email. Regards.