topic Re: BUG: Getting service information in ArcGIS Survey123 Questions

BUG: Getting service information

TonyStrothers — Thu, 23 Feb 2017 19:30:38 GMT

OK this is strange. We understand the "Getting service information" bug was fixed in the 1.10.25 January 2017 release. But we just did a major overhaul to a survey causing the schema to change. Everyone can hit this survey, download, fill it out, and submit it with no issues ... EXCEPT ONE GUY. No matter what device he uses and he's tried his android phone, his iPad, and his laptop ... They all give the dreaded GETTING SERVICE INFORMATION bug. Today we've had him delete and download the survey. We've had him disconnect from wifi and use his phone network. We've had him delete the Survey123 application from all devices, redownload from app store, and redownload the survey. Basically we've tried everything humanly possible at this point and he still has the issue. He was collecting the day before we updated, and now the update has totally blown up his ability to submit surveys.

Could this be a random user credential issue tied only to submitting (Because he can access and download surveys, so he is logged in)?

FYI: We got his Enterprise login username and password from him and I logged in on my device which collected without issue prior to using his credentials. Under his login ... on my iPhone ... It reproduces his GETTING SERVICE INFORMATION error. So the error is definitely tied to him.

HELP

Re: BUG: Getting service information

JamesTedrick — Thu, 23 Feb 2017 20:03:23 GMT

Hi Tony,

Can you check what his user role in the organization is? Can you attempt to record a log of him submitting data and forward it (see Troubleshoot—Survey123 for ArcGIS | ArcGIS for instructions- if you don't have AppStudio they are saved to a file on the device (<user home>/ArcGIS/AppStudio/Logs folder)? That would be helpful in diagnosing the issue. If you need further assistance in getting this solves, I'd also recommend opening an issue with Esri Technical Support.

Re: BUG: Getting service information

TonyStrothers — Fri, 24 Feb 2017 18:08:23 GMT

James,

Through research we have discovered why this issue is still showing up for some people (All of our Survey123 users were encountering it (Whose role was USER)). We have been able to correct the issue by creating a new role in ArcGIS Online (We're calling that role: Survey123_User) and applying that role to any Survey123 user that had previously been assigned the default USER role.

We knew this was an issue related to roles once a person tried 3 different devices and got the same issue each time. When we elevated their role to ADMINISTRATOR just for a test submission in Survey123, they were able to submit surveys without issue. So this proved to us it was definitely role related. After tweaking certain permissions we developed a role that is similar to the default USER role.

Here's what we believe has happened ... We think the USER role has been corrupted somehow with a recent update to ArcGIS Online (We've shared this bug information with Esri Technical Support too). It looks like the issue resides in the Content under Administrative Privileges. BOTH “Update” and “View All” need to be turned on (We believe it is no longer turned on in the default USER role). We tried it with just Update checked and it didn’t work.

Please see the screenshot I've included for a reference of the role’s complete setup for any Survey123 users out there still encountering the "Getting service information" bug.

Please note that our users are now having 100 percent success with this configuration.

Thanks!

Tony

Re: BUG: Getting service information

JamesTedrick — Fri, 24 Feb 2017 19:31:06 GMT

Thanks for providing the feedback on this issue. Did you receive a BUG or other tracking number on the issue?

Re: BUG: Getting service information

TonyStrothers — Fri, 24 Feb 2017 20:11:19 GMT

Yes James it's Esri Case #01893673.

Re: BUG: Getting service information

danbecker — Tue, 04 Apr 2017 14:59:52 GMT

@Tony; thank you so much for posting this. We also had this exact same thing happen.

All feature services for survey123 were hosted on AGOL. After the first round of field work we attempted to download all data from the hosted feature service as a FGDB, but we just get "error downloading the FGDB". We use repeats and the relationship class appears to break FGDB export routine on AGOL. Creating a replica from the ServiceURL as FGDB works w/out issue, but you don't get the related table. Easy enough; it's exportable in CSV format.

Like you, we edited the schema in survey123 connect, then republished to AGOL. All field staff deleted the old survey and downloaded the new one. After collecting data for a day, 1 person tried to sync their survey records and continually got the "getting service information" nag. The role of this user was restricted, but after checking the "view all" and "update" permissions as indicated in your screenshot, they were able to sync w/out issue.

Again, thanks. I would have wasted a day figuring this out.

Re: BUG: Getting service information

JamesTedrick — Tue, 04 Apr 2017 16:49:04 GMT

Thanks Tony,

As an FYI, this is now listed as BUG-000103217

Re: BUG: Getting service information

EddyClark — Tue, 02 May 2017 16:49:16 GMT

Has this been fixed?

Re: BUG: Getting service information

AnastasiaNaymushina — Wed, 03 May 2017 07:27:08 GMT

Thank you for an idea to check user!

I've tried to submit data to a survey from another ArcGIS Online subscription (on my device I have surveys from two subscriptions, and I can log in as two different users). Guess what I got - Getting service information window...

It would be very handy if user got a message about trying to send data with wrong credentials and to survey which doesn't exist any more (this is my another case...). Otherwise the user can got stuck in this situation.

Re: BUG: Getting service information

JamesTedrick — Thu, 04 May 2017 16:58:44 GMT

Hi Anastasia,

Thanks for noting this - I'll add your comments t the issue to address this particular hanging situation.

Re: BUG: Getting service information

DougBrowning — Wed, 28 Mar 2018 22:13:22 GMT

I just hit this bug today as well. Funny thing in my form was working in my test service. I republished it to a new service and suddenly it is hanging on Getting Service information. It is hanging on a related table - that very last one in the list. I didn't change anything on it.

This also happened to me a few weeks ago when I had a photo in a repeat. Got rid of that and it all worked.

At a dead stop now. I am working with the admins but does anyone know any thing else that could cause it? It was working yesterday.

Further testing shows it hangs on the last item in the HFS no matter what it is. So it is not a specific form. Note this is a HFS with a submission_url used. If I publish the forms to their own spot they work.

Edit: Just looked it up and this bug is supposed to be fixed?

BUG-000103217: This software defect caused the Survey123 field app to hang when attempting to submit data to a survey if the logged-in user had been revoked permissions to access the underlying survey’s feature layer. In version 2.2, the Survey123 field app will report a descriptive error message when this situation is encountered.

Thanks

Re: BUG: Getting service information

DougBrowning — Thu, 29 Mar 2018 17:59:29 GMT

James Tedrick‌

Finally got a log file to work. It seems to be complaining about Relationships and string type? Also suddenly export works. I noticed in the exported GeoDB it changed the names of all the survey123 relates. They were something like Group_repeat and after export they are Formname_19.

Also this error TypeError: Cannot read property 'name' of undefined

Thanks

<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: Plots
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: AIMPhotos
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: GAP
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: KnownErrors
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: LPI
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: PlotChar
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: PlotObservation
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: Soil_Stability
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: SpeciesRichness
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: UnknownPlants
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: Lines
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: Routes
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<15>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="876"] qml: Updating relationship for: PlotCircle
<10>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="updateChildRelationship" filename="XFormFeatureService.qml" line="810"] qml: Unsupported childKeyField type: esriFieldTypeString
<12>1 2018-03-29T17:37:03Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="default" filename="XFormFeatureService.qml" line="876"] qrc:/qml/XForms/XFormFeatureService.qml:876: TypeError: Cannot read property 'name' of undefined
<12>1 2018-03-29T17:37:57Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="default"] QEGLPlatformContext: eglSwapBuffers failed: 300d
<12>1 2018-03-29T17:37:57Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="default"] QEGLPlatformContext: eglSwapBuffers failed: 300d
<15>1 2018-03-29T17:37:57Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="expression for onStateChanged" filename="Portal.qml" line="192"] qml: Application state changed: 0
<15>1 2018-03-29T17:37:57Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="expression for onStateChanged" filename="Portal.qml" line="192"] qml: Application state changed: 0
<15>1 2018-03-29T17:37:59Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="expression for onStateChanged" filename="Portal.qml" line="192"] qml: Application state changed: 4
<15>1 2018-03-29T17:37:59Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="onRunningChanged" filename="Portal.qml" line="559"] qml: Token expiry timer disabled
<15>1 2018-03-29T17:37:59Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="onRunningChanged" filename="Portal.qml" line="557"] qml: Token expiry timer will trigger in 27.4194 minutes
<15>1 2018-03-29T17:37:59Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="reset" filename="Portal.qml" line="591"] qml: Reset token expiry timer: Thu Mar 29 12:06:24 2018 GMT-0600 minutes: 27.419433333333334
<12>1 2018-03-29T17:38:00Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="default"] QEGLPlatformContext: eglSwapBuffers failed: 300d
<15>1 2018-03-29T17:38:00Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="expression for onStateChanged" filename="Portal.qml" line="192"] qml: Application state changed: 0
<15>1 2018-03-29T17:38:00Z localhost Survey123forArcGIS 26697 - [AppStudio@11205 category="qml" function="expression for onStateChanged" filename="Portal.qml" line="192"] qml: Application state changed: 0

Thank you!

Re: BUG: Getting service information

DougBrowning — Fri, 30 Mar 2018 20:20:29 GMT

Well it turned out to be a bad GDB I guess. Created a new GDB, copied the same FCs over, published, all worked.

Weird

Re: BUG: Getting service information

Anonymous User — Mon, 18 Jun 2018 20:37:50 GMT

Not sure if this thread is still alive or not, but I am having this same issue. I tried rebuilding my relationship classes, and republished the service, but I am still hanging up on getting the service of one of the related tables from the feature service.

We are experience this issues from multiple people with different user roles in AGOL.

This is the error I am getting.

<15>1 2018-06-18T20:10:07Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="qml" function="updateRelationships" filename="XFormFeatureService.qml" line="891"] qml: Updating relationship for: BMP_Inventory
<12>1 2018-06-18T20:10:07Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="default" filename="XFormFeatureService.qml" line="891"] qrc:/qml/XForms/XFormFeatureService.qml:891: TypeError: Cannot read property 'name' of undefined
<15>1 2018-06-18T20:10:31Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="qml" function="expression for onStateChanged" filename="Portal.qml" line="192"] qml: Application state changed: 2
<15>1 2018-06-18T20:10:38Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="qml" function="expression for onStateChanged" filename="Portal.qml" line="192"] qml: Application state changed: 4
<15>1 2018-06-18T20:10:38Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="qml" function="onRunningChanged" filename="Portal.qml" line="559"] qml: Token expiry timer disabled
<15>1 2018-06-18T20:10:38Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="qml" function="onRunningChanged" filename="Portal.qml" line="557"] qml: Token expiry timer will trigger in 27.6442 minutes
<15>1 2018-06-18T20:10:38Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="qml" function="reset" filename="Portal.qml" line="591"] qml: Reset token expiry timer: Mon Jun 18 16:39:16 2018 GMT-0400 minutes: 27.644216666666665
<15>1 2018-06-18T20:10:48Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="ArcGIS.AppFramework.Core"] ArcGIS.AppFramework.Core: __thiscall App::~App(void)
<15>1 2018-06-18T20:10:48Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="ArcGIS.AppFramework.File"] ArcGIS.AppFramework.File: __thiscall ZipReader::~ZipReader(void)
<15>1 2018-06-18T20:10:48Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="default"] __thiscall WinLocation::~WinLocation(void) Waiting for location thread to finish
<15>1 2018-06-18T20:10:48Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="default"] __thiscall WinLocation::~WinLocation(void) Terminating
<15>1 2018-06-18T20:10:48Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="ArcGIS.AppFramework.Sql.ST"] ArcGIS.AppFramework.Sql.ST: __thiscall ST_Projection::~ST_Projection(void) 4326
<15>1 2018-06-18T20:10:48Z VBVA17519L Survey123forArcGIS 11288 - [AppStudio@11205 category="ArcGIS.AppFramework.Sql.ST"] ArcGIS.AppFramework.Sql.ST: __thiscall ST_Projection::~ST_Projection(void) -1

Re: BUG: Getting service information

DougBrowning — Mon, 18 Jun 2018 20:45:35 GMT

Did you create a brand new GDB? For me it was not the Relationship classes but something in the GDB.

Create a brand new GDB. Copy and paste your layers in to this new GDB. Then publish.

In the end I think it was because I had several "redos" while creating the project. Somewhere all that deleting, creating, and copying messed it up. Possibly due to domains since it complained about them already being there sometimes.

Re: BUG: Getting service information

Anonymous User — Tue, 19 Jun 2018 13:46:27 GMT

I tried copying everything to a new GDB, unfortunately I am still having the same problem. Thanks for the input.

Re: BUG: Getting service information

Anonymous User — Fri, 12 Oct 2018 12:16:27 GMT

I tried the Inbox feature out when it was beta and it worked without any issues. Now I'm trying it with a similar GDB and it's not working. The wheel just spins forever when I refresh the inbox but the form I set up during beta still works fine.

Re: BUG: Getting service information

JamesTedrick — Fri, 12 Oct 2018 17:11:23 GMT

Hi Matt,

Can you record a log of the attempt to access the Inbox (See Troubleshoot—Survey123 for ArcGIS | ArcGIS; if you don't have a console, turn on logging to write to a text file)? With that, the error can be diagnosed.

Re: BUG: Getting service information

PatrickFilyer — Tue, 05 Mar 2019 18:30:39 GMT

I ran into this bug today. I had to extract/upload the results as shown here, then I had to delete/re-download the survey. User was able to sync after the surveys were re-downloaded.