Disappearing submissions / out of date versions

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Keith McQuait

Several incidences now over the last few months. I/we complete submissions and submit. After you synchronize, in the online UI Workflow and Dispatch screen the submission shows as complete. However, the report does not show in Submissions and the report (and information/photos collected) are completely gone. No way to retrieve the report or info. My Zaps don't trigger either. The information and photos are just wiped off the face of the planet. When you spend hours traveling and climbing around to collect data only for it to be wiped out.. (put angry face here).

What if I were flying across the country to client sites to collect this data and hoping to finish the report when I returned home?

Super frustrated!!  Been through the help ticket route twice. Never a satisfactory resolution.

This happened to me again this morning on 6 of 7 submissions.

Like an idiot, I used the Windows version to submit. This could very well be the source of my problems.

I've said before in other posts, running out of date versions continues to be an issue. When you don't have Admin privileges (for computers and mobile devices), IT has to install.. every time it goes out of date you have to put in a helpdesk ticket. When they come and do their thing days or weeks later, (you may not even be there when it happens) you realize what they did didn't actually install the updated version. Start the process all over again.. months go by without updates.  When you finally get it updated, GoCanvas puts out a new version the next day.

I don't actually expect a resolution to come out of this post, I really don't want to go through the help ticket process again. The data is gone.. end of story. It's my owns fault for (forgetting and) using the Windows Version. Just venting my frustrations here I guess.

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    Sara Kaplow, Community Manager

    Hey Keith,

    I hear your frustration, and appreciate you bringing it to my attention. I did take a quick peek and there are a bunch of Submissions on our end that are coming through from today as not finished. The good news is that there's data in them, so not all is lost! There are a couple of ways we usually try to address this, with varying degrees of data retention. The first thing we suggest is to keep syncing your windows device to try to push these through on your end. That's the option that has the least amount of risk.The alternative (after you do that for a bit) is for us to finish them from our side, which can result in data loss, so we try not to go that route. But it is possible and, again, I'm seeing that we've already captured a lot of stuff.

    Obviously having us finish these Submissions is not a long-term solution. I'm in contact with Nathan and the Support Team on how to get this escalated to see if there's a bigger problem or something they can suggest to prevent this from continuing to happen. I will try to get him to reach back out on the previous ticket. 

    For the Windows updates, I understand the hurdles there. I will say (and I know Nathan Holmes will back me up on this, sadly), we are not doing many updates to the Windows client these days, so if you can get brought up to the latest version, it probably will be stable for quite some time. 

    So, short term: try syncing a lot in the Windows client, and I'll follow up here on my end internally as well. 

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    Keith McQuait

    Nathan helped me out! Thank you Sara!

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    Sara Kaplow, Community Manager

    Glad to hear it! 

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    Kevin Leger

    sadly this is still happening, had a dupe report showing on a users phone, submitted and nothing showing on the server for me to see the report. I filed a help ticket

     

    Nothing showing on my side

     

    using the current version of the app

     

     

    here are the dupe reports showing on the phone, submitted and never showed up on the server

     

    we need a way to save the report, pictures and data on the phone that does not corrupt nor duplicate. Once it is fully loaded on the server, then it should be removed from the phone. We are on homes with low cell coverage.

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    Chip Phillips, Community Manager

    Howdy Kevin,

    Thank you for taking the time to capture screenshots and share details! If you have an active Support ticket on this issue, I would advise providing this update via email on the ticket, so our Support team can directly troubleshoot this matter for you.

    I have shared the details of this post with our Support team, and they will be on the lookout for your reply on the ticket.

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