Can't open outbox, surveys not sending

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11-12-2020 11:52 AM
New Contributor II

My coworker is having an issue with the Survey123 field app on his Samsung tablet. After updating the app to the latest version, he can no longer send a survey. When he hits send, it appears to work, yet the Survey is no where to be found. It's not in ArcGIS Online, his sent folder, or his outbox folder.  Another issue, is that he can't actually open his Outbox. He'll click on the folder and nothing happens. It has a red exclamation from a survey that wouldn't sent prior to the version update. Further, his sent inbox states that 15 surveys have been sent, but none are actually listed within the folder.  

Worth mentioning that the latest version on his iphone is working fine. 

Quite a few strange things at once. Not sure where to start. 

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Esri Esteemed Contributor

There are a couple of things that can be done to try to resolve the outbox/sent surveys issues:

1. Go to Settings > Storage and click the 'Fix Database' issue.  This is normally needed only when copying the survey database from one device to another (part of data recovery/troubleshooting).  You should then see the surveys in the folder when you return to the Survey Gallery.

2. A more extreme alternative is to click then 'Reinitialize Database' option in the same settings page.  That will wipe out the existing survey submissions on the device, including the records that can't submit.

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Esri Regular Contributor

Hi Railey,

What version of the field app and the model of the Samsung tablet this user is using?

Did the issue occur with one spefic survey or any survey within the user account?

What if the same user used other mobile device and log in and try to open the same survey? Did the same issue occur?

We may need more information to narrow down the issue.

 

Thanks,

 

 

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New Contributor II

Hi @Shwu-jingJeng 

Thanks for the quick reply. The Samsung is an SMT350 running version 3.11.164.

He doesn't have any other Survey's that he can test so just the one survey is causing issues that we can be sure of.

Since having issues on his tablet, he installed the app on his iphone (fresh install of 3.11.164) which seems to be working fine. He can send surveys successfully there.

Worth mentioning that there was an issue with the outbox (a survey with a red exclamation) when he updated S123 app on the Samsung tablet. We're not worried about recovering the surveys in outbox as they were just tests, but would like to get his tablet sending surveys successfully again. 

Thanks,

Hailey

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Esri Esteemed Contributor

Hi Hailey,

It sounds like you either had some form changes or network issues that caused previous surveys.  You should be able to delete records that can't submit by tapping on the ... button on the record in the Outbox.

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New Contributor II

Hi @JamesTedrick,

Ya we'd like to delete that survey. Problem is when he taps on the Outbox folder, nothing happens and the folder doesn't open.

Thanks,

Hailey

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Esri Esteemed Contributor

There are a couple of things that can be done to try to resolve the outbox/sent surveys issues:

1. Go to Settings > Storage and click the 'Fix Database' issue.  This is normally needed only when copying the survey database from one device to another (part of data recovery/troubleshooting).  You should then see the surveys in the folder when you return to the Survey Gallery.

2. A more extreme alternative is to click then 'Reinitialize Database' option in the same settings page.  That will wipe out the existing survey submissions on the device, including the records that can't submit.

View solution in original post

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New Contributor II

Reinitializing database worked! Thanks kindly.

Hailey

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