Disappearing submissions / out of date versions

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5 comments

  • 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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  • 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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  • 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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