Hi Everyone,
Here in Support we get many tickets trying to resolve issues around failures to submit a form. I wanted to go over a few common reasons why you might be having an issue when trying to submit a form, especially on your first attempt.
Error Message: Invalid Request Data: The data you supplied was not formatted correctly
A common reason this error comes up is because the user has attached an image in the .heic or .heif image format. The .heic and .heif image formats are commonly found on mobile devices, especially iPhones and iPads.
The best way to prevent this error is to have your users to change the settings on their mobile device to not save photos using these image formats. Instructions on how to disable these image formats can be found through a simple google search.
Error Message: Error, Execution Failure or Processor 'Save Data' failed to execute or Dropbox Attachment Missing or The drop box folder is missing attachment with key attach
This error is commonly seen if the user has a weak internet connection. A weak connection can impact whether or not attachments are able to get uploaded to our server completely before the form submits.
The easiest way to fix this is to reconcile the app when the user has a stronger internet connection. It’s also important to not close the app until the user knows that the attachments have uploaded completely.
Error Message: Async timeout error
The Async timeout error usually happens when a user is trying to upload a submission, and something happens to their connection before the form can fully submit.
If you are a form builder and have admin permissions for your ProntoForms account and you see that a submission from one of your users has had an Async timeout error, you will need to re-execute the submission. It’s also important to note that your users will not be notified if there is an Async timeout error, so this is something you’ll need to keep your eyes out for on the submissions you are seeing coming through the ProntoForms portal.
Error Message: Data Destination failure
If you are experiencing a Data Destination failure and you have admin permissions for your ProntoForms account then you should follow these steps:
- Open an incognito browser window. (Ctrl+shift+N if you’re using the Chrome browser)
- Login to the ProntoForms web portal in that browser window.
- Go to Manage Forms > Connections
- Navigate to the specific connection which is connected to the data destination that we are troubleshooting
- Click update connection
- Click the clear button that is located next to your connection name
- Enter the username and password and sign into the connection
- Make sure to allow the permissions
- Click update the connection
- Then navigate to the failed data destination and re-execute the failed submissions.
I hope that some of the tips provided above will help you resolve some of the common errors we see here in Support. If you have other errors you’re curious about add them to the comments and we can make a new list soon.
And lastly, if the tips above are not resolving the issue for you please know that you can always contact support and we’ll make sure we get your error sorted out for you.
#TechTalkSupport
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Rasangi Disanayake Mudiyanselage
Technical Analyst
ProntoForms
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