Forms Stopped Receiving Responses on 3/26

Donna T · 03/31/21

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

Andrée Starå · 03/31/21

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

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Donna T · 03/31/21

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 Starå · 03/31/21

@Donna T

Strange!

Have you looked in the Activity Log for clues?

Does the sheet receive the submissions?

Donna T · 03/31/21

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 Starå · 03/31/21

@Donna T

Yes, that is really weird.

Time to wait for support.

Let me know what you find out.

Forms Stopped Receiving Responses on 3/26

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