Duplicate Submissions or Tasks

Issue

Submissions or Tasks rarely duplicate, but when they do, it is usually due to the device losing internet connection during key stages of completing a submission. There are a few things that can cause connection issues and can be avoided.

Causes of connection issues

• The device forcing GoCanvas to close
  Leaving GoCanvas to go to another app, take a phone call, or check a text is enough to allow a device force GoCanvas to close. This does not always allow GoCanvas to save your progress or transmit data as expected.
• Being in an area with spotty connection
  Sometimes users are out in the field, in a warehouse, or a place where cell service is not the greatest. In these instances, it would be best to disable "Sync when tapping Submit", or to disable "Save to Cloud". Both of these features require a strong internet connection.
• Not allowing a sync to complete
  When saving to the cloud, sending in a submission, or simply completing a sync, you must remain in GoCanvas on the sync screen until it has completed. If you leave the sync screen, cancel the sync, or leave GoCanvas during this process, it can cause issues with your data. These issue include losing the data or having it duplicated.

Step-by-Step fix for Duplicate Submissions

1. Restart the Device
   • By restart, it means shutting the device down, waiting 30 seconds, and then turning it back on.
2. Verify the device has a STRONG signal and manually Sync
   • Connect to Wi-Fi if possible. Mobile Data may drop during the process and come back, making it unstable.
   • To manually Sync, once you have logged in, tap the Sync Icon in the corner. It looks like a refresh symbol. Do this even if you completed a Sync during the login process.
   • Completing a Sync may download data that you didn't have before, which could help resolve the issue.
3. Try a new device
   • This may be an isolated issue with a specific device or device type. Another device of the same make would also work, but if you find the other device has the same issue, a new device type is suggested.
4. Update GoCanvas
   • GoCanvas may be outdated; please verify that GoCanvas on your device is up to date with the most current version available on your app store.
   • Or you can go to gocanvas.com/m to download our latest version
5. If the duplicate submissions or tasks persist, open the most recent save and complete it.
   • During this process, ensure that once you tap "Submit" you allow the sync to complete without leaving GoCanvas or allowing your device to lock. The sync screen should always show during the sync.
   • This step should clear out any duplicate submissions or tasks that you have.
6. Once you verify that the submission or task has been completed and shows up in gocanvas.com or in the Completed tab on the device you can safely delete any duplicates that still remain.

Prevention Tip

• Please ensure that GoCanvas is up-to-date.
• Please complete the submission without closing or leaving GoCanvas.
• If you need to change apps on the device, please "Save & Close" your work before leaving GoCanvas.
• If saving to the cloud, please ensure the device has a strong signal or is connected to Wi-Fi if possible.
• Please allow GoCanvas to complete its sync before closing out or changing apps on the device.
• If you are in a spotty service area, disabling "Sync after tapping submit" (at the end of a submission) may be best. This will prevent a sync from happening and place your submission in pending status until you manually sync later when you get to better coverage or Wi-Fi.
• Go to settings and enable "Save to Cloud." This will allow you to save your submissions to our servers without completing them. This is not a guarantee, but it does add another layer of protection. (This setting is not available on Windows)