Unexpected Error Occured while submitting a form

How can we solve this error while keeping the draft?

The error occured while filling in the form when having the device connected to a mobile hotspot. The hotspot was disconnected during entering data in the form.

We cannot find the draft and are unsure which is the next best step. We want to keep the draft data.

Hi Martijn,

Thanks for reaching out to Jotform Support. Can you share the link to the form where you're experiencing this error, so we can investigate further on our end?

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

This is de link:

https://form.jotform.com/243104216094346

Hi Martijn,

I cloned the form and tried to replicate the issue, but everything worked the way it should. Check out my results in the screencast below:

Can you share the model and version of the device you’re using and the version of the app with us, so we can create a performance ticket and forward it to our Developers?

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

Hello,

It took some time to get the device back to the office. Here is de requested information:

Samsung Galaxy Tab S5e, SM-T720

Jotform version: 2.10.11 (529)

Hi Martijn,

I tried to submit your form using the Samsung Galaxy Tab S5e to see if I can replicate the issue, but everything is working properly. Take a look at the screencast below:

I've gone ahead and cleared your form caches to refresh the form. Can you try to submit your form again and make sure that you've got a stable internet connection?

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

Thanks for your response! The form works fine now, but I can’t find the drafts mentioned in the error.

Could you let me know where they’re stored on this device?

Hi Martijn,

You can find the draft submission in your Submission Table. Let me show you how:

1. In the Submission Table, click the 3 Vertical Dots in the Column tab.
2. Select the Incomplete Submission in the Dropdown Menu.

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

Sadly there are no incomplete submissions on the device.

Is there a different way to find the draft as mentioned in the error (see first post)?

Hi Martijn,

It draft link is normally sent to the email entered when filling out the form. Or if you are logged in to a Jotform Account while filling out a form, you can access your Drafts in the My Forms Page. Let me show you how:

1. In My Forms Page, click on My Drafts in the left panel.
2. Now, hover your mouse on the draft and click on Continue Filling.

That's it. Let us know if you have any other questions.

A collegue was back in the office and could replicate the error. When having the form in offline mode and disconecting the device from a internetconnection submitting a new form gives the error.

The entire app is then "locked", because you cannot leave the error page to a different page of the Jotform app. We have to hard close the app en restart the app, which will not solve the issue.

How to futher proceed?

Hi Martijn,

I created a ticket and escalated this to our Developers. Did your colleague replicate the issue with the same device? Also, did you upgrade the app to last version? Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.



Yes it is on the same device.

Yes it has the most recent verion 2.10.17

Hi Martijn,

I'll go ahead and forward this information to our Developer. Rest assured, we'll circle back on this thread as soon as we have an update.

In the meantime, let us know if you have any other questions.

Hi Martijn,

This issue is fixed in 2.10.17 of the Jotform Mobile App. Please update your app to the newest version and check whether the issue persists.

If you require any further assistance, please let us know.

Best regards.

Hi Berkay,

As mentioned the app has the most recent version 2.10.17

Hi Martjin,

I updated the ticket by adding the information you provided and forwarded it to our developers. Rest assured, we'll circle back on this thread as soon as we have an update.

In the meantime, let us know if you have any other questions.

Hi Martijn,

The fix has been implemented on our backend. If the issue persists, please try disabling the offline form and re-enabling it to ensure the updated version is downloaded.
Let us know if this resolves the issue.

Best regards,