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

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.

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.

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.

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?

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.

Ok, thanks BDavid :)

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?

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. 

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

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.

Thanks Seth!

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.