topic Re: Survey123 Inbox Refresh not responding in ArcGIS Survey123 Questions

Survey123 Inbox Refresh not responding

SamanthaGriffore — Wed, 05 May 2021 23:14:43 GMT

I'm working with Survey123 version 3.12.277 and receiving complaints from field users that the Refresh button in the Inbox has started not functioning as expected. User says that they hit refresh and all their data disappeared. With testing, I noticed the same issue on my device, except if I kept hitting Refresh (up to 6-7 times) it would eventually refresh. I could not replicate this every time, and in some cases could not get the Inbox to Refresh at all. This issue is happening on multiple surveys.

Is this a known bug/version issue? Any advice to help me troubleshoot?

Thank you.

Re: Survey123 Inbox Refresh not responding

Anonymous User — Tue, 11 May 2021 02:20:51 GMT

Hi @SamanthaGriffore,

This is not a known bug or has not been reported by other customers to date. Can you provide more details about the specifics of the issue:

Are you using AGO or Enterprise? If Enterprise, what version of Portal and what authentiucation type?

Does this occur on all OS's and devices (ie Windows, iOS, Android etc)?

When you say "all their data disappeared" do you mean only from the Inbox, but then once the refresh occurs successfully, it appears again?

Could it be related to network speed or issues with connectivitiy? Could it be that the query is taking a long time to run, and during that time the Inbox is cleared until all the new records are loaded again?

How many records are you querying in the Inbox with each refresh, is it only a handful, 100s, 1,000s, 10,000s? Are you using an Inbox where clause query and do yo use repeats also with a query?

Regards,

Phil.

Re: Survey123 Inbox Refresh not responding

SamanthaGriffore — Tue, 11 May 2021 15:53:33 GMT

Hi Phil,

Are you using AGO or Enterprise? If Enterprise, what version of Portal and what authentiucation type? AGOL, not enterprise.

Does this occur on all OS's and devices (ie Windows, iOS, Android etc)? I've tested on Android v10 Galaxy S9, iPhone 7

When you say "all their data disappeared" do you mean only from the Inbox, but then once the refresh occurs successfully, it appears again? Correct, from the inbox.

Could it be related to network speed or issues with connectivitiy? Could it be that the query is taking a long time to run, and during that time the Inbox is cleared until all the new records are loaded again? Not network issue, I am testing in my home with good connectivity.

How many records are you querying in the Inbox with each refresh, is it only a handful, 100s, 1,000s, 10,000s? Are you using an Inbox where clause query and do you use repeats also with a query? Over 1000 records, the inbox has a query to return only records collected by current user, which is a proxy account with 20+ users collecting data daily.

Once the Refresh button is "activated", the refresh only takes a few seconds (with the "searching for records" dialog box). But it appears like I have to hit the refresh button many times before it registers. If I hit it once and wait, the refresh button stays grey for an undetermined length of time (I haven't waited long enough, but clocked over 10mins already). I notice it's working fine on another survey that has less records, but the same current user query. Perhaps it's an issue with max # of records? What is the maximum number I can have refreshing in the inbox?

Re: Survey123 Inbox Refresh not responding

Anonymous User — Thu, 13 May 2021 02:36:22 GMT

Hi @SamanthaGriffore,

Thanks for your responses, this behaviour is very strange that the button is not selectable. Are you able to take a screen recording or video of it occuring?

I am unable to reproduce in the Inbox with Inbox queries that return a small number of features or many thousands of features. Actually the Inbox can even load 100,000s of features, although there will be some performance issues the more you load. There is no limit for the Inbox, but the max record count set on the feature service will be the limit, by default this is 2,000 records, if you require more in Inbox you need to increase this limit in the feature service.

Regards,

Phil.

Re: Survey123 Inbox Refresh not responding

FMBAdmin — Tue, 18 May 2021 21:33:04 GMT

Hi @Anonymous User,

I was going to make a similar post then found this one, but we are having pretty much the same exact issue with a survey of ours. We're in Enterprise (not portal) and the refresh takes several times to initiate querying the service and then usually crashes Survey 123, sometimes grabbing some inbox surveys, sometimes erasing the existing data. This is occurring on iPhones and iPads.

The service is a fairly complex dataset of forest stands and includes around 30,000 records. I've upped the max record count to 12,000 so I could publish regionally based surveys, but the most I can get the inbox to refresh is about 3,400. It's usually stalling out and crashing before I get that far. What's interesting is that we have an inbox link hooked to the stand in Collector that will open the specified stand in S123 and Collector has no problem downloading a regional area of the same feature service. S123 is choking on the refresh no matter what I do with the record count. I was under the impression it could handle 100,000s of features like you say so I'm hoping it's a glitch. The other option for us to increase refresh performance is to publish about 18 separate feature services for the inbox which require constant updating, so I don't particularly want to head that way.

Any suggestions? Attached is a zipped video of the inbox taking a bit to refresh and eventually crashing with no downloads.

Thanks for your time,

Morgan

Re: Survey123 Inbox Refresh not responding

Anonymous User — Wed, 19 May 2021 04:06:33 GMT

Hi @FMBAdmin,

Thanks for providing the video. Does this occur on Android and Windows also, or just iOS (iPhones and iPads)? Can you confirm the model and iOS versions of the iPhones and iPads?

Regards,

Phil.

Re: Survey123 Inbox Refresh not responding

FMBAdmin — Wed, 19 May 2021 13:42:42 GMT

Hi @Anonymous User ,

It occurs in a Windows desktop environment as well. Not sure about Android as I don't have one to test on. The iPad is a mini 5 on iOS 14.5.1 and the iPhone is an 11 also on iOS 14.5.1.

Thanks!

Morgan

Re: Survey123 Inbox Refresh not responding

KrisOlsson — Mon, 24 May 2021 16:41:21 GMT

I'm having a (possibly related) issue:

The inbox for my survey will not refresh on iPhones ONLY, either by clicking and holding the refresh button or by pulling the screen down to refresh the page. The inbox/refresh functions works fine on Androids.

I have tested this on 4 iPhones, with the same result: when you try to refresh, it says "Getting service information" and the surveys never load.

To complicate matters: our organization uses Survey123 for a number of programs. The inbox/refresh function for all of the other surveys we have developed work fine on iPhones, so it seems to be a survey specific issue that is only impacting iPhone users.

Thoughts?

Re: Survey123 Inbox Refresh not responding

SamanthaGriffore — Wed, 26 May 2021 16:20:17 GMT

Hi, I've captured a recording of the issue. It is sporadic and is happening for me on my Galaxy S9 on multiple surveys. I am switching phones soon to S21 and will see if it has anything to do with the phone.

In the video, I am clicking on the Refresh button 9 times. On the 9th tap is when the refresh screen appears and starts loading. Notice how it grays out on the first tap, but nothing occurs until the 9th. Half a second between each tap, and switching between thumb and index.

Update: staff has reported that they deleted Survey123 and redownloaded on their device and Inbox Refresh is now working as expected. I've done this several times as well, but the issue persists for me.

Re: Survey123 Inbox Refresh not responding

Anonymous User — Fri, 28 May 2021 04:27:25 GMT

Hi @SamanthaGriffore,

Thanks for the video. We are currently looking into this issue and have been able to reproduce on our test devices with our developers. Will get back to you once we have any updates.

Regards,

Phil.

Re: Survey123 Inbox Refresh not responding

Anonymous User — Fri, 28 May 2021 04:29:47 GMT

Hi @KrisOlsson,

This sounds like a different issue. The one mentioned above is related to the Refresh button not activating when pressed, wheras from your description it sounds like the button activates straight away, but gets stuck on gettnig service information. This is usually related to issues with accessing the feature service or permissions/sharing changes.

Can you delete the application and re-install on those devices, and also install the latest 3.12 version from app store, as well as download the survey from the org again.

Phil.

Re: Survey123 Inbox Refresh not responding

KrisOlsson — Tue, 01 Jun 2021 12:14:15 GMT

Hi Phil,

Thank you for your responses! I was able to solve the issue - turns out it was all linked to the way that my feature layers had been shared across my organization, rather than an issue with the app itself.

Re: Survey123 Inbox Refresh not responding

FMBAdmin — Wed, 22 Dec 2021 17:13:02 GMT

@Anonymous User has there been any traction on the issue? I am in the middle of redeveloping a form for next field season and the same issue is still occurring even on a feature service with just 8,000 records (this is a subset, the actual service is closer to 30,000).

The interesting thing is it had no problem retrieving the inbox for the 2,000 standard record count, but as soon I changed the max records to 10,000 in the JSON, it started bombing every time in S123 for desktop.

Is there a timeline on when a fix might be implemented?

Thanks for your time!

Re: Survey123 Inbox Refresh not responding

Anonymous User — Thu, 23 Dec 2021 03:54:56 GMT

Hi @FMBAdmin,

Yes, this issue should have been resolved and released in the 3.13 September update. Changes were made to resolve the Inbox refresh button hanging and being able to be pressed more than once when querying large datasets. Several customers provided positive feedback that the issue was resolved in their case who had originally reported the problem.

If you are still having a similar issue, can you provide a screen recording and ensure you are using latest 3.13 release, and also test with the 3.14 beta builds available on EAC.

Regards,

Phil.

Re: Survey123 Inbox Refresh not responding

FMBAdmin — Thu, 23 Dec 2021 16:37:17 GMT

Hi @Anonymous User ,

I thought that was the case which is why I'm surprised it's still happening. I've attached a screen recording of the crash in 3.13 and 3.14. Both seem to refresh for about 45 seconds and then crash about a minute in on both videos. Is it our service perhaps?

Thanks!

Morgan

Re: Survey123 Inbox Refresh not responding

Anonymous User — Thu, 13 Jan 2022 00:46:41 GMT

Hi @FMBAdmin,

Thanks for the video recordings. I see you are use the Map tab to refresh the Inbox, which also includes a spatial query on top of the WHERE clause query that you may have specified in Connect.

If you refresh the Inbox on the List tab, does it work without crashing (ie no spatial query included)? Are you using a WHERE clause query for this survey, if so, if you remove the WHERE clause and try to return all results in the layer, does it work without crash in both List and Map tabs?

Regards,

Phil.

Re: Survey123 Inbox Refresh not responding

FMBAdmin — Wed, 19 Jan 2022 20:37:57 GMT

Hi @Anonymous User , thanks for the response. There is currently no WHERE clause on the test version of this survey for simplicity sake. However, on the production version, there will be a WHERE clause to distinguish records for each of our land offices (there will be 17 total surveys hitting the same feature service, the max records ever being called being about 5,100 out of the 30,000).

I tried the List tab refresh on both Survey 123 3.13 & 3.14 for desktop in Windows as well as S123 3.13 and 3.14 on my iPad and iPhone (iOS 15). I got slightly different behavior in both platforms. I tried this with and without the 'Spatial Filter when Map tab is Visible' option and the same behavior with both settings occurred.

In both Windows desktop versions of S123, a list tab refresh will start and the app will get hung up about a minute in (shows 'Not Responding'). I didn't quit either the 3.13 or 3.14 app, but I let them both sit for another five minutes and eventually all inbox records refreshed (~8,000). This hang up while calling the records happened in both 3.13 and 3.14. Is this expected behavior?

However, on the iPad and iPhone, the list tab refresh of the inbox caused a crash in both 3.14 and 3.13. When I reopen S123, there are no records in the inbox. In theory, our users would go open their respective survey, hit the list tab refresh, and have all records available to them for update.

I am not sure if it's our complex service or an iOS issue or both? I can email the logs if you'd like, not sure how helpful they may be.

Thanks for any insight! I am really hoping to figure out a solution before our field season ramps up here shortly.

-Morgan

Re: Survey123 Inbox Refresh not responding

Anonymous User — Wed, 19 Jan 2022 22:19:17 GMT

Hi @FMBAdmin,

I think it will be best to raise this as an Esri Support issue, so the analyst can work with you to gather all the relevant information about the feature service and layer, possible a copy of the data to be able to reproduce, or set up a user account that has access to be able to reproduce. Also a copy of the logs and any other important information. Without this it will be hard to troubleshoot further via this forum.

Regards,

Phil.

Re: Survey123 Inbox Refresh not responding

RyanWalton — Fri, 22 Aug 2025 20:37:59 GMT

I'm having similar issues. Could you explain further?