123 form buttons disappear

[DougBrowning]

Got a new one here.  We have a tablet at a training that loses all its buttons.  This is a brand new iPad so I do not think it is a memory issue.  Not a complicated form either.  We have dozens of other tablets there with no issue.

Update we now have reports from other users as well.  It seems like maybe if they were connected when they open the form one time then it was ok but not sure yet.

In Drafts no delete or any button

No repeat arrows shown

Also have checkboxes and such not responsive to taps.

Any ideas here   @ZacharySutherby  or @JamesTedrick ?  I have never seen this before.

thanks

[ZacharySutherby]

@DougBrowning 

This is a strange one we typically see icon issues on Windows but this is new on a mobile OS. What model iPad is it? 

Is the device deployed through an MDM solution or is it bare bones OEM iPad OS?  

Would you be able to provide a diagnostic log when navigating the repeat / selecting questions to see if there are any graphics messages in the logs? 

For "...that loses all its buttons" does the app initially start with the icons then eventually they disappear or are the icons always missing from initial launch? 

[DougBrowning]

Thanks Zach its hard to troubleshoot since these are contractors out in the field. But now that it happened in multiple places I wanted to post.

Does 123 load these icons from the net or something.  All we have is maybe they downloaded the form but never opened it while online.  One person fixed it by closing 123, connecting to internet, open 123 back up and open the form, then it was happy.  We have not been able to test this on the other tablets yet.

Your questions

This is a strange one we typically see icon issues on Windows but this is new on a mobile OS. What model iPad is it?   
Regular standard iPad new from the box.

Is the device deployed through an MDM solution or is it bare bones OEM iPad OS?  
No these are contractors to straight out of the box

Would you be able to provide a diagnostic log when navigating the repeat / selecting questions to see if there are any graphics messages in the logs? 
One of the tablets our person did turn on logging and we saw nothing at all wrong in it.  Still trying to get more logs but they are way out in the middle of nowhere.

For "...that loses all its buttons" does the app initially start with the icons then eventually they disappear or are the icons always missing from initial launch? 
They are not there on initial launch.

Note the buttons actually still work you just cannot see them.

Thanks a lot

[Strahanjen]

@ZacharySutherby We just had a user report a similar issue, but in his case, the icons appeared on loading the survey, but then disappeared after a period of time. They are working in remote locations with spotty service. This could be related to losing the data connection. They are using brand new iPad minis. Here's what the user said: 

I’m having another issue that seems to be specific to the I-pad mini I’m using. Checkbox fields (and icons in general) are disappearing from the surveys. All the buttons still work as they should, but they aren’t visible, and checkbox fields are problematic. When I initially start the survey it works fine, but after a period of time the icons disappear. I haven’t tried opening the survey in airplane mode yet, but will try that next week when I get a chance.

[Strahanjen]

@DougBrowning 

We've seen this as well on iPad Minis. Have you opened a ticket with ESRI support? I'm about to submit a ticket. If you already have someone working on this, let me know, so I can share the information. 

[DougBrowning]

No we have not seen it again.  Just confirmed the fix was "they did the trick opening the form while internet/cell/wifi was turned on and that downloaded the icons and fixed everything for them"   Weird the icons would be online.