Draft forms are losing data

Dear Jotform Support Team,

I have encountered a problem where I lose some of my answers whenever I save a draft form and fill it out again. The form link: https://form.jotform.com/241502735141446.

The screenshot below provides more details.

Please check it out for me and guide me on how to fix this problem because it has happened several times and is really annoying.

Hi Nguyen,

Thanks for reaching out to Jotform Support. I understand you're having issues with your draft where some answers are missing when getting back to it. To see if I can replicate the issue, I tested your form and saved my submission which you can see on the screencast below:

When I get back to it, it seems that all data saved are still retained:

I cleared your form's cache which should help. Can you try clearing your browser's cache, and try it again? If the same thing happens again, kindly let us know with a recording and the link to your draft link.

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

Hi Raymond,

I've just tested another form and encountered this issue again. I do not know why, hope you can help

Draft link: https://jotform.com/draft/019006baebd17bc2a1133dede4c91ebfe49f

I can not attach the screen recordings to this thread

Hi Nguyen,

Thanks for getting back to us. May I know, who is saving these submissions? Do you save the submissions or your fillers? If you made any changes after clicking the save button? Keep in mind that you need to click on save to save the submissions, it will not automatically save the submissions. You can share a Loom video with us, that will help us to better understand what’s going on.

Let us know if you have any other questions.

Hi Arghya,

This is saved from my filler, I did not add or remove anything. You can see my screen recording below on Loom: https://www.loom.com/share/f676ede9a7eb499fbd18d413d1fed523?sid=61f78d5d-d3f2-46a6-859e-f3ae226c0757

Hope you can fix this quickly. I have lost so much data on this

Hi Nguyen,

We appreciate the recording that you shared with us. To see if I can replicate it, I've gone ahead and tested your form again but my draft was saved with no loss in data.

If the issue occurs only on specific users, or if you could replicate the issue, could you share with us the device, operating system, browser and its version being used, as well as the steps being made to replicate it? This will allow us to troubleshoot it further, find out what's happening and provide a solution.

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

It is not about the device for sure because I have tested on mobile phone, some of laptops as well. I replicate this issue again (screen recording below).

Screen recording: https://www.loom.com/share/e6317d7a4ff14b2690c9d287872b9ccd?sid=62c7d06d-91d9-4f91-898d-aca75b5a38b0

Draft link: https://www.jotform.com/draft/01900b3afa0c7ce99d9dd8eac35aba155263

Form link: https://form.jotform.com/241502735141446

Hi Nguyen,

I tested your form abut still couldn't replicate the issue on my end. However, I see that you were able to replicate the issue on your recording. In order for us to escalate the issue to our developers, could you share with us the following details of the test enviroment where you were able to replicate the issue?

1. Device
2. Operating system
3. Browser and version

This will allow us to have a better idea of what may be going wrong, and provide a solution.

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

1. Device: Macbook, Mobile phone, Laptop Window
2. Operating system: MacOS Ventura version 13.2.1
3. Browser and version: Google Chrome version 125.6422.142

Hi Duc_ducnguyen,

That sounds frustrating! Losing data can be a real hassle. I suggest reaching out directly to Jotform's support team with your concern and the provided link. They should be able to assist you in resolving this issue promptly. Good luck!

Hello Duc_ducnguyen,

Thanks for getting back to us. I’ll need a bit of time to work out a solution. I’ll get back to you shortly.

Where can I reach out to the support team? I thought you guys were the support team initially

Hello Duc_ducnguyen,

Thanks for patiently waiting. I checked your draft link and tested it to see if I could replicate the issue, and I encountered the same problem. When I disabled one of your conditions (shown in the screenshot below), it fixed the issue.

Checkout the screencast below to see my results: Can you tell me more about what you're trying to achieve with the condition I mentioned? That way, I can help you find a workaround.

Once we hear back from you, we'll be able to move forward with a solution.

Thank you so much for your dedicated support. However, I was concerned that when I filled out the form to the end (without saving a draft) and submitted it to the server, this issue did not occur. I do not know why

Hi Nguyen,

I understand that the issue is you're losing saved answer. In your recent response, you mentioned that the issue didn't occur when you submitted the form. Did you mean, you accessed the draft entry and the entry is there, and then you successfully submitted the form?

Let us know if you need any more help.

I mean, whenever I fill out the form from scratch to the end without saving a draft and filling it out continuously, this issue does not occur

Hi

Thanks for getting back to us. I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Thanks for your patience.

Hi Nguyen,

Thanks for your patience. When I cloned and tested your form, the same thing happened, so I created a ticket about it and escalated this to our Developers. Our Developers are working on the issue as fast as they can. As soon as we have an update, we’ll let you know.

Thanks for your patience and understanding, we appreciate it.

Hi Support Team,

Do you have any update ?

Hello Nguyen,

There haven’t been any updates yet. I know that it’s taking some time to resolve. While I cannot give an ETA as to when they might have a resolution, rest assured you will be notified here of any updates.

Thanks for your patience and understanding, we appreciate it.

Hi,

I want to inform you that the previous issue (losing data when saving a draft form) has not been resolved. However, I have deleted the conditions as Lara mentioned above.

Hello Nguyen,

Yes, I understand the actions you've done. As of now, I've tried filling out your form and saved it as a draft, but I cannot replicate this issue. But if the issue persists on your end, please note that it is currently being investigated by the relevant team. We’ll update this thread once we’ve heard back from them.

Thanks for your patience and understanding, we appreciate it.

Hi Jotform team,

These recurring problems are significantly affecting my survey, which has only been active for one month

Draft link: https://jotform.com/draft/0190065f3af474399d4ea5a9180974055c93

Screen recording: https://www.loom.com/share/2c35d834947945d2afb6e85f1f9838bf?sid=76e6888c-3353-4e05-babd-69251ab70ce5

Hello Nguyen,

Thanks for reaching out to Jotform Support. I moved your other question to a new thread and helped you with that here.

Reach out again if you need any more help.