Forms Stopped Receiving Responses on 3/26

03/31/21
Answered - Pending Review

Hello,

I have a form that has been working flawlessly for over a month. On 3/26 the form stopped receiving responses. Here is what I"ve checked:

  • Filters are off
  • Form is active
  • There is no new automation that would move data. The only one set is one that copies a row to a backup when added -- and it has not been modified since the start.
  • The form says it has collected 5272 responses (is there a limit?)

I did some test entries and requested a copy of my responses and although I received the confirmation with my responses, the responses don't appear in the Smartsheet.

I submitted a ticket with support but thought I'd check here in hopes it is something simple.


Thanks,

Donna

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Answers

  • Andrée StaråAndrée Starå ✭✭✭✭✭

    Hi @Donna T

    I hope you're well and safe!

    Have you checked at the end of the sheet?

    Did that work/help?

    I hope that helps!

    Be safe and have a fantastic week!

    Best,

    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

    Did my post(s) help or answer your question or solve your problem? Please help the Community by marking it as the accepted answer/helpful. It will make it easier for others to find a solution or help to answer!

    SMARTSHEET PARTNER & CONSULTANT / EXPERT

    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

    W: www.workbold.com | E: [email protected] | P: +46 (0) - 72 - 510 99 35

    Feel free to contact me about help with Smartsheet, integrations, general workflow advice, or something else entirely.

  • Yes, double-checked that "appear at top was selected" -- the sheet was working flawlessly for a month.

    I've also:

    Cleared browser cached, tried again

    Changed browser

    Tried Incognito Mode

    Changed computers

    Tried from my iPhone

    After looking at this, it appears that the problem started after an interruption in service.

  • Andrée StaråAndrée Starå ✭✭✭✭✭

    @Donna T

    Strange!

    Have you looked in the Activity Log for clues?

    Does the sheet receive the submissions?

    SMARTSHEET PARTNER & CONSULTANT / EXPERT

    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

    W: www.workbold.com | E: [email protected] | P: +46 (0) - 72 - 510 99 35

    Feel free to contact me about help with Smartsheet, integrations, general workflow advice, or something else entirely.

  • No clues in the activity log, but no new entries have been taken since 3/26.

    The form takes the data, but it never makes it to the sheet. Additional proof of this would be that the new row doesn't get copied to the backup which is completely free of filters and automation.

    When a user completes the form, they successfully receive the confirmation of the responses.

    We did have a brief interruption in service (on the Smartsheet side) and it appears the form stopped taking entries after service was restored.

    I don't know what it could be.

  • Andrée StaråAndrée Starå ✭✭✭✭✭

    @Donna T

    Yes, that is really weird.

    Time to wait for support.

    Let me know what you find out.

    SMARTSHEET PARTNER & CONSULTANT / EXPERT

    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

    W: www.workbold.com | E: [email protected] | P: +46 (0) - 72 - 510 99 35

    Feel free to contact me about help with Smartsheet, integrations, general workflow advice, or something else entirely.

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