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  • Profile Image

    My sub user can not see the submissions

    Asked by fiona361 on November 24, 2016 at 09:49 AM

    I have set up kerry@apcp.org.uk to have full access to all my forms (edit form and view and edit submissions) - when she tries to view submissions she can see the ID / submission date / IP address but all other fields are blank.  Why??

    Page URL:
    https://eu.jotform.com/myforms/

  • Profile Image
    JotForm Support

    Answered by candy on November 24, 2016 at 10:24 AM

    Hello,

    I have checked both of the accounts. As I have seen kerrymcg named user is your sub user.

    I think the issue is about the account data. You are not using the European server but your sub user's data has been connected with the European data servers.

    As you are also in England, I recommend you to enable Europe Datacenter as the following screenshot:

    I hope this helps. Please try and If you need further assistance, let us know.

    Thanks.

  • Profile Image

    Answered by fiona361 on March 09, 2017 at 10:51 AM

    I realised a few weeks ago that following previous communication above and me changing the European Server as recommended,  that the submission on all of our existing forms was wiped prior to 25/11/2016 - as the dates coincide I assume the two things are linked. Later entries are all OK.

    When checking submissions there is a record of the date but all other field are blank.

    Is there any way to retrieve this data?  I am not concerned about the majority of forms but there are some forms that ideally I would still like to analyse the submission data.

  • Profile Image
    JotForm Support

    Answered by AIDAN on March 09, 2017 at 07:29 PM

    Hi,

    Please note that whenever you see submissions with a record of the date but all the other fields are blank, that means an inconsistency between your choice of data servers location, and the location where these submissions exist.

    To access them, your account needs to opt-in or out of the Europe option that my colleague explained, to match exactly the setting that governed these submissions, and once that happens they become accessible and you could download them for example, before switching back to the data server location you preferred and used.

    I hope this helps. If you need further assistance please let us know. Thank you.