Jotform mobile app: Offline submissions did not sync

El jueves 9 octubre un usuario de mi empresa llenó exitosamente 7 formularios (envíos offline). Hoy intento hacer sincronización de esos envíos offline, conectado a wifi, pero se perdieron esos formularios, como si nunca se hubiesen respondido. Favor revisar actividad/historial de la cuenta kalam.cai@proterm.cl, desde nuestro teléfono con la APP el historial no está disponible. La APP está con todas sus actualizaciones. No es problema de conexión a internet.

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English translation:

On Thursday, October 9, a user from our company successfully filled out 7 forms (offline submissions). Today I tried to synchronize those submissions offline, connected to Wi-Fi, but those forms were lost, as if they had never been responded to. Please check the activity/history of the kalam.cai@proterm.cl account, from our phone with the APP the history is not available. The APP has all its updates. It is not an internet connection problem.

Hi pcproterm,

Thanks for reaching out to Jotform Support. Unfortunately, our Spanish Support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, keep in mind that you'd have to wait until they're available again.

Now, let me help you with your question. I'm really sorry that this is happening. I checked the email address, kalam.cai@proterm.cl, and found out that it is a form user. Form users accounts were created when users were invited to any Jotform products (filling forms, table collaborators, etc.). So, we really can't check its account history. Can you confirm back to the user that he or she did select the form in offline mode before filling it out? You can refer to this image below:

It is important to note that the submissions received in offline mode will display the message 'Not Synced' in the submissions view. As soon as the device is connected to the internet (even on mobile data), the submissions will be automatically synced with your account.

You can also try to manually sync your data to see if that solves the issue. Let me show you how:

1. Tap on the gear icon located at the top right side of the app.
2. Then, tap the sync button to sync your data.

Can you give it a try and let us know what happens? If you're still having the same issue, we'll do a more in-depth investigation and work on finding a solution. Also, provide us with the URL link to your form. We have a guide here explaining how to do that. 

Keep us updated and let us know if you need any more help.

Hi Neil,

Yes, he did select the form in offline mode before filling it out, like the image attached. All the submissions in offline mode were displayed the message "not synced" in the submissions view. Then, the phone turned off and when we returned to office, we turned on the device to connect to the internet (as we have done it for more than a month without problems of submissions synced) and for the first time, when we started the application, it appeared with the session closed automatically, losing the forms filled in offline mode that appeared in the submissions view.

We do not log out before turning off the device. We even worked with 2 other devices at the same time, which also followed the same steps described... but only one device (which we consulted in this post) had problems returning at the office to synchronize.

The application on all 3 devices is with the latest update. We also tried to manually sync the data, but the issue didn't solve. Since the last update, this error occurred to us...

On the other hand, why is the information lost if the forms were well saved (pending to be synchronized)?

Why is saved information lost when I log out? We understand that automatic logouts may occur due to application crashes or errors... but it is necessary that you consider this information to correct it.

Also, we provide to you the URL link of our form: https://form.jotform.com/232743565191055

Hope you can help us,

Proterm.

Hi pcproterm,

Thanks for getting back to us. I have cleared your form cache to refresh the form. Please make sure that you are connected to a strong internet connection. Also, please try unselecting and reselecting the Offline form again and try synching the form again. let me show you how:

1. On the Offline Forms section, locate the form in question and untick the affected Offline form.
2. Recheck the box again.

Also, please make sure that you are using the updated version of the Jotform App.

Give it a try and let us know how it goes.

Hi Rhina,

Thanks for answer. We tried each of the indicated steps, without having a solution yet.

On the other hand, we are sure to use the latest version of the App. Every day we check if there are any updates available on Google Play.

Hi pcproterm,

Thanks for getting back to us. I'm sorry that this is happening. I checked the app, and it seems that there is an update available today. The current version is 2.9.4 (444):

Can you try to update your app to see if that solves the issue? Also, just to clarify, were you logged out of the app before you connected to the internet to sync the offline submissions? If that was the case, it is highly possible that your offline submissions were cleared before synching to our servers.

I suggest syncing your data first, or better yet, not logging out of your account until you connect to the internet to have it synced.

Reach out again if you have any other questions.

Hi Neil,

Thanks for answer. Before your response, we had already updated to the version 2.9.4 (444), but it didn't solve the issue.

I repeat to clarify, we didn't log out before turning off the device (we even worked with 2 other devices at the same time, which also followed the same steps... but only one device - which we consulted in this post - had problems returning at the office to synchronize).

The App crashed and logged out automatically in one of our devices. This had not happened to us before.

We use your App because we work in rural areas without a Wi-Fi connection or with a very poor mobile data signal. And because of the long distances of traveling to urban areas, we turn off mobile phones before they are completely discharged. We know that ideally we have to synchronize the data before logging out (I repeat, we don't log out because it is not a step we need to do), but we do not have a stable internet connection for many hours, that is why we use your offline forms.

On the other hand, we do not log out either, since we bought the devices exclusively to use Jotform.

So the question is, how do I recover the data that was "lost" due to the App crashes?

Hi pcproterm,

Thanks for getting back to us. I understand that it is not your fault that the app crashes, but if those data are cleared on your device before synching to our servers, I'm afraid there's no way to recover them. But if there's a chance and the data is not cleared on your device and you haven't uninstalled the app, can you try to connect to another strong internet connection? Please try to reboot the device before doing that.

Give it a try and let us know how it goes.