Submissions: A lot of missing or blank submissions from 9/30/2016 to present

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    Lightmare
    Asked on October 07, 2016 at 07:58 AM

    I know for a fact that some submissions are missing. I have checked a submission previously and now it's not there. Meanwhile, there are a bunch of submissions that were submitted on 1 and 2 October that are now showing as blank submissions. Can someone please tell me what's happened and how to restore those submissions? We haven't edited the form recently, or anything like that, that might change the format of the form.

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    Charlie
    Answered on October 07, 2016 at 11:08 AM

    Apologies for the inconvenience. Upon checking your account and form, I was able to see the problem. I have forwarded this to our back-end team for further checking. We will update you as soon as this has been resolved.

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    Charlie
    Answered on October 07, 2016 at 11:54 AM

    We just received news from our back-end team that this is now resolved? I checked your form and submissions are not anymore blank, could you please check again and let us know.

    Thank you.

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    Lightmare
    Answered on October 09, 2016 at 06:29 PM

    Hi Charlie

    Thank goodness, they are back. I was not looking forward to asking those people to re-submit their forms plus it would have set our business operations back! Thanks for sorting that out.

    Is there anything we did to cause this problem, or was it a Jotform-side issue?

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    BDAVID
    Answered on October 09, 2016 at 06:40 PM

    On behalf of my colleague and back-end team, you are welcome! You did not do anything to cause the issue,  this was something that occurred in our side. 

    Open a new thread if you need anything else, we will be glad to assist you.

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    Lightmare
    Answered on October 09, 2016 at 09:51 PM

    Ok, thanks BDavid :)

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    Lightmare
    Answered on December 14, 2016 at 09:10 PM

    Hello again. The aforementioned submissions on 1 & 2 of October are again showing as blank submissions. This is causing us quite some stress. Can you please restore again and advise why this has happened a second time?

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    Kiran
    Answered on December 14, 2016 at 11:21 PM

    Did you switch to EU data centers earlier by any chance? It seems some of the form data is stored in the EU servers which might have caused the issue. I have moved all the form data to EU servers temporarily and moved to US data centers. You should be now able to view all the form data without any issue.

    Please check and let us know if the issue still persists. We will be happy to assist. 

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    Lightmare
    Answered on December 15, 2016 at 12:02 AM

    Hi Kiran

    Thanks for your fast reply.

    I can see the data again now.

    Not to my knowledge, we haven't switched to EU servers. I have checked with the other staff who use our account and they said they haven't done so, but how would we initiate such a switch, and for what purpose?

    Is there anyway for you to see how the switch was made? Would there be record of an request from us, or whether it was initiated by your side?

    Plus, I can see submissions on either side of the ones that were blank, so I can't see why some would be affected and others not, even if a switch was made.

    If this is the same reason why the same submissions were missing/blank back in October, can we find out why this is happening and prevent it from happening in the future? This is the only official source we have for this information (we have backups downloaded, but if someone wants a copy of their submission I'd rather send them a PDF of the submission than a line from a .csv). I'm also a little concerned that if it's this easy for data to disappear then it could also easily go missing permanently and that's not what we're looking for in such a service.

    Appreciate your help

    Cheers

    Bek

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    seth
    Answered on December 15, 2016 at 01:14 AM

    Hello,

    I will request from our back-end team for a history of your account with related to this issue. If we find something, we will notify you via this thread.

    Please note that we are backing up all customer submission in various servers. 

    Also I suggest you to integrate with Google Drive or Dropbox. Also you can create a spreadsheet integration which automatically creates an excel file which pushes new submissions into Google Spreadsheets. Here are the guides:

    https://www.jotform.com/help/192-How-to-Integrate-a-Form-with-Google-Drive

    (Dropbox is similar to Google Drive)

    https://www.jotform.com/help/228-How-to-Integrate-Form-with-Google-Spreadsheet

    Thank you for your attention and concern.

    Regards.

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    Lightmare
    Answered on December 18, 2016 at 04:54 PM

    Thanks Seth!

     

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    seth
    Answered on December 19, 2016 at 02:33 AM

    Hello,

    I have talked to our back-end team. We can't find anything from your history.

    There occurred some issues with the servers at the time you experienced missing submissions, however they are fixed now. We don't think your issue would be replicated.

    Please contact us again if you encounter any other problems.

    Regards.