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    Google Spreadsheet integration is not working for EU user

    Asked by KonsusOp on September 08, 2016 at 03:28 AM

    Hi, we are experiencing google spreadsheet integration issue throughout all of our forms (the data doesn't show up there anymore) 

    Last entry on the sheets was about 12-14 hours ago.

    Can you please advise?

    all entry hours can
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    JotForm Support

    Answered by Chriistian on September 08, 2016 at 04:27 AM

    Apologies for the inconvenience. We did encounter an issue with the Google Spreadsheet integration not working earlier, however, I have been informed by our backend team that this issue has already been fixed.

    If you are still encountering the issue on your end, I would suggest to remove the current integration. Clear your form cache to refresh the form then re-integrate the form with Google Sheets. This will create a new spreadsheet, but all the previous submissions should be sent to the new spreadsheet.

    If the issue still persists, please do let us know.
    Regards.

     

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    Answered by KonsusOp on September 08, 2016 at 10:02 AM

    Hi, i have redone the integrations and finished all the linking that follow that in our system.

    Problem is that i haven't tested and it seems that its still not working.

    https://form.jotformeu.com/61528141447353  - tried for this one so far, but i assume its the same issue.

    Please keep in mind that for us its a lot of work each time we have to change the links of the spreadsheets and also part of the used systems are not functioning atm because of this issue.

    Let me know if i can provide any other information that can help solving this issue.

    Thanks!

     

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    JotForm Support

    Answered by Chriistian on September 08, 2016 at 11:29 AM

    I cloned the form you mentioned https://form.jotformeu.com/61528141447353 and integrated it to Google Spreadsheet and it seems to be working fine now. I did a test submission and the submission was successfully captured in the Google Spreadsheet.

     

    If you have already tried clearing your form cache  and re-integrating the form with Google Sheets and the integration is still not working, please try to share the spreadsheet to us or give us the shareable link of the spreadsheet so we can further check the issue.

     

    We will wait for your response.
    Regards.

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    Answered by KonsusOp on September 08, 2016 at 11:48 AM

    Hi, problem persists. This is becoming quite urgent now.

     

    Cache cleaned (several times)

    Form reintegrated (several times)

    https://docs.google.com/spreadsheets/d/1dLog-HUL-agQZONPiR_0UDR3goUJSt4xBpyx-KKn004/edit#gid=608148334

    https://form.jotformeu.com/61528141447353

     

    We have several forms that encounter the same problem, i assume if we fix any the rest will be fine also.

    There is no problem with the local browser cache, we open the sheet from different machines across the world. 

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    JotForm Support

    Answered by BJoanna on September 08, 2016 at 01:47 PM

    Sorry for inconvenience this may caused you. My colleague was not able to replicate mentioned issue, because it seems that this issue is related only to EU users. I was able to replicate mentioned issue. Also our developers are already informed about this issue and hopefully this issue will be resolved soon. We will inform you via this thread once this issue is resolved.

    Thank you for your patience.

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    Answered by KonsusOp on September 08, 2016 at 02:09 PM

    Hi, thanks for the update. However, even if i know you are doing the best to resolve this issue, i need to have a more concrete time for fixing the problem. If its 1h i will need to apply a certain set of actions, if its 1-3 another and so on. If its more then 12-16 i will need to migrate the forms, we run a 24/7 operations. Thanks for understanding, we really appreciate your efforts !

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    JotForm Support

    Answered by BJoanna on September 08, 2016 at 03:26 PM

    Unfortunately we can not give you exact time when this issue will be resolved. Priority of this issue is set to urgent, because all EU users are affected. Once this issue is resolved we will inform you via this thread. 

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    JotForm Support

    Answered by BJoanna on September 08, 2016 at 03:33 PM

    Our developers just informed us that this issue should be resolved in 30 minutes. By that time your spreadsheet should be updated with new submissions. I also made some test on my EU account and new submissions are shown inside of my Google Spreadsheet. 

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    Answered by KonsusOp on September 08, 2016 at 04:01 PM

    Hi Joanna, should i consider that the issue is solved or you would let me know? There are quite a few tasks that we need to perform after this (and already done them today once when i was told the issue is solved) and don't want to do them in vain.

    Please advise

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    JotForm Support

    Answered by BJoanna on September 08, 2016 at 04:10 PM

    Yes this issue is now resolved. Our developer just inform us that all jobs are done and that spreadsheets are updated. Spreadsheet should be updated when new submissions are received. I made some test on my form and it is working. Please test it on your end.

    If the issue still persist, please let us know.

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    Answered by KonsusOp on September 08, 2016 at 05:28 PM

    They seem to be working now, have done several tests. Thank you all for the efforts today.

    May i suggest that you inform us via email when such issues occur? Instead of everyone opening threads for the same thing + many not being aware of the problems and accumulating frustration.

    Have a good day!

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    Answered by KonsusOp on September 14, 2016 at 07:54 AM

    Hi, missing last 2 submissions from this form - https://form.jotformeu.com/61566747574368

    Haven't checked yet if the same with the rest. 

    Please advise! 

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    Answered by KonsusOp on September 14, 2016 at 08:28 AM

    Hi, i have checked and we have the same problem with the rest of the submissions from jotform to google spreadsheet. 

    Please keep in mind that we won't be able to redo the integration because we have just done it recently (on the 8th) and that takes a great deal of time and effort for us since its connected to various internal tools.

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    JotForm Support

    Answered by Chriistian on September 14, 2016 at 09:38 AM

    Hi,

    I just tested Google Spreadsheet integration in my form and the submission is being sent successfully.

    Can you please give us the link to the spreadsheet that is currently connected to your form? I have tried https://docs.google.com/spreadsheets/d/1dLog-HUL-agQZONPiR_0UDR3goUJSt4xBpyx-KKn004/edit#gid=608148334 but it says it is currently in trash.

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    JotForm Support

    Answered by Kiran on September 14, 2016 at 11:35 AM

    I have sent a test submission to https://form.jotformeu.com/61528141447353 and the submission should be reflecting in the sheet below:

    https://docs.google.com/spreadsheets/d/153ekAMQnQskHfDlt5dnmaDhLmwN20MZCkVq2nYVDtXA/edit

    I have also tried submitting the form https://form.jotformeu.com/61566747574368 and see that the submission is not sent to the integrated Google spreadsheet.

    I have also checked with my test account and the submission did not reflect in the linked Google spreadsheet. It seems that the issue is back. Let me forward the issue again to our backend team to take a look. Once we have any update in this regard, you'll be posted here.

    We are sorry for the inconvenience this may have caused. Thank you! 

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    Answered by KonsusOp on September 14, 2016 at 02:24 PM

    Hi, any updates? We run a lot of systems on the forms so this is affecting our activity. Thanks!

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    JotForm Support

    Answered by BJoanna on September 14, 2016 at 02:40 PM

    Unfortunately we do not have any updates. This ticket is assigned to one of our developers with high priority. 

    If there are any updates we will inform you via this thread. 

    Thank you for your patience.

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    Chief Technology Officer

    Answered by eee on September 20, 2016 at 04:33 AM

    Hey,

    We have fixed the problem last week,

    Sorry for the trouble,

    Kindest Regards,

    - Ertugrul.