Problema nos relatórios

Boa tarde

Estamos tendo problemas em dos relatórios, que são anexadas fotos e as mesmas somem.

Como proceder?

Precisamos de um retorno urgente, pois está nos trazendo prejuízo.

Hi logmasterform,

Thanks for reaching out to Jotform Support. Unfortunately, our Portuguese 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 Portuguese, 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. When I check on your account, you have several forms in your account. Could you share your Form URL with us so that we can check on our end? It would help us to understand what’s happening if you could take a screenshot of your Console Logs and send it to us. We have a guide here explaining how to do that.

Once we hear back from you, we'll be able to help you with this.

Olá

Segue. file:///C:/Users/ind-6/Downloads/F01217010721-07-02-2024-14-00.pdf

Hi logmasterform,

Thanks for getting back to us. If you can share the link to your form, I can check it out and see what’s going on. Also, I cleared your form cache to fix any issues related to caching. Can you try viewing or accessing the form's report? Also, make sure that you are logged in your account.

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

Olá

Continua com a mesma falha.

Segue o link.

https://drive.google.com/file/d/1HOxCGTQoMOhBedc1BE3uAlj7vxYZf8RZ/view?usp=sharing

Preciso entender o porque deste erro.

Hi logmasterform,

Thanks for getting back to us. It looks like the images capture from the take photo widget did not load on the PDF. Can you try creating and deleting the previous Document, it will update the old PDF attachment? Rest assured, this will not delete or affect the previous submissions. It will simply update the PDF attachment.

1. In PDF Editor, click +New PDF and select New PDF Document.
2. Go back to the previous PDF tab and click the Three Dots icon and choose Delete.
3. Click on the Yes, Delete button.
   

Next is, to change the Clear Hidden Field Values on your Form Settings to Don't Clear. Let me show you how: 

1. In Form Builder, in the orange navigation bar at the top of the screen, click on Settings.
2. In the Settings Menu, click on Form Settings tab.
3. In the Form Settings tab, go to the Clear Hidden Field Values option.
4. Select Don't Clear option.
   
   

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

Olá

Ele continua não trazendo as fotos que foram tiradas neste campo.

Só que agora ao invés de aparecer aquela mensagem de erro, os campos estão "ocultados".

Preciso entender porque foram adicionadas as fotos, pois esses campos são obrigatórios, mas as mesmas não ficaram salvas.

Hi logmasterform,

Thanks for getting back to us. I’m really sorry that this is happening. Could you provide us the Form URL with the issue so that we could check your form on our end? You can easily copy the link and paste it in the thread. Let me show you how.

1. In Form Builder, in the orange navigation bar, click on Publish.
2. On Share with Link, click on Copy Link.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Boa tarde

Segue.

https://form.jotform.com/logmasterform/relatorio-tt_00

Att

Viviane

Hi Viviane,

Thanks for getting back to us. You mentioned in your previous response, that the photos are not being saved? Is the form being filled out in the mobile app? We need to understand where the issue is coming from. Is the Take Photo widget not saving the captured image?

Additionally, you were able to mention the fields are hidden? Can you share with us a recording showing the issue with the widget? Loom is an example of a screencast application that you can use.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Olá

Acontece em alguns preenchimentos de relatório.

Ele foi preenchido pelo APP.

O usuário preencheu, conseguiu fotografar na hora, pois é um item obrigatório e "enviou o relatório", mas depois ao conferir as fotos naqueles campos que aparece o erro sumiram.

Se eu fazer um agora e gravar para lhe mostrar vai funcionar, pois isso, acontece as vezes, não é sempre.

Hi logmasterform,

Thanks for getting back to us. Was the form in offline mode? I made a test submission using the take photo widget without connecting to the internet, and it's working. Check out the screenshot and screencast below to see my results:

I also checked the submission saved in the app and it's there.

When the form is connected back to the internet, it'll take time for the data to sync, including the images taken that were originally saved in the device. Since the issue does not happen all the time and affects random submissions. I recommend checking if the Jotform mobile app is updated to the latest version.

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

Olá

Sim, se entrar agora e preencher está funcionando é somente em alguns envios que isso acontece e não sabemos o porque.

Sim, o APP está atualizado.

Foi preenchido em modo Offline e depois se entrou no APP, já em modo online, para atualizar o envio, mas ainda assim veio e ficou com esses erros.

Quais seriam as possibilidades para acontecer esse erro?

Hi logmasterform,

Thanks for getting back to us. The error is related to the app version currently running. It's best to always check if there are updates ready to be installed. Also, connecting the app to the internet regularly to help in syncing the data from the app to the account. We can isolate the issue if we can test and observe the behavior using other devices. The person assigned to the form must connect to the internet so that all the data submitted during the form in offline mode will sync properly to the account.

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