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?

Thank you,
Zach

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