Tech Talk: Support

This week, I'd like to talk about how a Data Source failure might affect the Fetch Schedule's operation. Let’s consider the following scenario. You have setup a Google Sheet Data Source with a fetch frequency of hourly. This Google Sheet, however, is completely empty. When TrueContext goes to fetch this Data Source you will get the following error: “Error, No Data Rows: Your data source contains no data rows. There was nothing to load into the system. When this error occurs, you will also get Read more

A common request that we see in Support is from customers asking how they can download documents from older form versions, older form submissions, or even archived forms. There are a few ways that this can be done, but likely the easiest would be to use a Data Destination through the Form Outputs tab in the Live portal. Keep in mind that this method requires access to the Live portal and the ability to add and modify Data Destinations. If you don't have access to the Live portal or the permissions Read more

TrueContext's Dispatch feature allows for a partially completed form to be directed to the mobile device of a specific user. This feature allows form administrators to fill out customer or job information (like a name, job site, address, and contact information) in a form and then send that form to a mobile user, providing them with essential information, and helping them arrive prepared for their next site visit. Bulk dispatching uses a TrueContext generated CSV template to allow administrators Read more

It might be the case that your organization follows a concrete data storage and processing policy to meet the data security aspects for your organization. This may require that form submission data collected by TrueContext is not stored or processed anywhere except in your organization's secure storage. To help organizations who need to follow a data security policy like this, TrueContext's Data Passthrough feature will allow your organization to securely store the data without TrueContext storing Read more

Your workers out in the field may not always be working in an area with a strong internet connection. In these situations the risk of forms failing to submit increases. Here are some best practices to share with your field workers to help ensure their forms get submitted successfully. Save a Draft While the TrueContext mobile app automatically saves your work as you fill out a form, it's important to note that this should not be considered a replacement to properly saving a draft of the form you Read more

Hi Community! In this week's post, I'd like to talk about an issue that, even though it's rare, could affect or disrupt the work in the field. Admins regularly update forms, Data Sources, and Data Destinations to meet their needs and/or keep the most up-to-date data in their users' hands. Those updates are usually pushed to the devices when the users open and reconcile the App. Sometimes, however, the synchronization process may get disrupted for various reasons; the most common being the lack Read more

If your users are using Android devices, and you have forms that are using the barcode scanner question type, you may run across an error trying to download the 3rd party barcode scanner app from Google Play depending on the region or version of Android your devices are using. If you are unable to download the 3rd party barcode scanner app from Google Play, you can use the barcode scanner functionality that is built-in in the ProntoForms (soon to be TrueContext) app.  Here are the instructions Read more

Our customers love using our Data Destinations to integrate the data collected through their forms with their back office and other administrative systems. Did you know that ProntoForms offers 13 different Data Destinations just for various cloud service integrations? That doesn't even include the other systems we can integrate with. A full list is available in our product documentation here: https://docs.prontoforms.com/1374411/Content/Published/217500098_DataDestinationsOverview.html#DDTypes Read more

ProntoForms has an industry standard process available for any customer who encounters an Urgent issue during or outside of, normal business hours.   Log a Support Ticket and set the severity appropriately. Using any other method may not garner a response/resolution in a timely manner. We have Technical Support Analysts either on shift or on call, 24 x 7 x 365 for Severity 1 issues who can quickly diagnose your issue and if needed, engage the right resources.   I could list the steps to walk Read more

In Customer Support, we sometimes receive tickets about Salesforce errors appearing in Salesforce data destination executions. To resolve most errors, a combination of troubleshooting in both Salesforce and ProntoForms is required.  This is part 2 of this earlier Community post about the top 5 Salesforce errors and how to resolve them.    1. REQUEST_LIMIT_EXCEEDED  This error occurs when the number of API requests exceeds the limit set by Salesforce.   To resolve this error, reduce Read more