Merge stopped working--tried form trigger toggle on/off with no effect

[James McNamara]

Hey team!

We're using the program to automatically send replies to form submissions as they're received; we just discovered that emails stopped sending mid-last week.

I've found several other cases like this in the community and tried the most common resolution--signing out of all but one Google account, switching the form's time trigger on, then relaunching and switching it back off, but test submissions still get no response.

Is anyone aware of a Google outage over the course of the last week or so that may have caused the merge to gum up? If so--is there another possible fix here? If not, what other potential reasons for the merge to stop working are there, and what might fix it?

Thank you,

James

[Joseph Schmidt]

What is the email address that you have blurred out. That account needs to sign on and turn the triggers on or off as desired.

Joe Schmidt

 GLUA...@gmail.com

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[James McNamara]

Ooooo...that address belongs to someone no longer with the company; this is part of a project that I've inherited now in their absence.

We're working on having me replace that person as the spreadsheet's owner--would that also make me the "admin" for the merge? Or is our best option at this point to scrap it and rebuild it (and if so, would I have to wait until I'm designated as the owner on the sheet for it to make a difference)?

Thanks so much for your help with this!

James

[Joseph Schmidt]

If someone else set the trigger, you will not be able to make changes until they remove the trigger.  As long as you have edit rights, you should be able to set the triggers.

You might have to go back and select a new output destination from the Google Form Responses.  

It would be best if you could sign as the person who set the triggers. You are not the first with this problem.

Joe Schmidt

 GLUA...@gmail.com

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[Patrick Simpson]

I am working with James as the domain admin and we are unable to access any settings.

[Joseph Schmidt]

Make sure you are only signed onto one account.  Try and incognito window in Chrome.

Joe Schmidt

 GLUA...@gmail.com

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[Patrick Simpson]

That's what I did. I signed in as this user in incognito window in Chrome, and for myself. Anyone trying to make changes to this doc accessing this FormMule is experiencing this. 

[asm...@newvisions.org]

 Next time you get the spinning wheel, can you close out the modal and then go back to the Form Mule drop-down > Select Open and see if you can click on 'Select source sheet and merge type' from the menu. If you can open to this screen w/o the spinning wheel, please make sure the settings here are pointed to the correct sheet.

If you still get the spinning wheel go back to the menu and select 'user key', if you copy and paste the key on this thread, we can check for backend errors. Also if you could hold down Control+Shift+J" on a PC or "Command+Option+I" on a Mac and when the side window opens, take a screenshot of the error console (when the side window opens please make sure is on the 'console' tab, the menu runs horizontally across the top) The error console might give us more information on this issue.

(just as a note, please make sure you are in a Chrome Incognito window when performing the steps above, thanks!)

[James McNamara]

Hey everybody! We're still not able to get the settings open--here is the user key and a screenshot of our error console. Confirming that both the user key and screenshot were taken in an incognito window:

• User key: AM7xmWhSHmfeI9crawxe5PmQAM0AzKrCT8ZgFz4lAxHBbibSDHlR+usa1Yl5ZREVJ7VG003R/p/H
• Error console
  
  

Let us know if there's any other info we can provide to help get this sorted out. Thanks!

Thank you,

James

[Brian McKenzie]

Did you move the spreadsheet from its original location or change the ownership? 

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[asm...@newvisions.org]

Thank you for supplying your user key and error console images.

From your key, it looks like you have duplicate email template tabs with very long names ( you will see the word "template, template..." repeated at the end of the tab name). You can find these tabs by going to the bottom left-hand corner of your spreadsheet and clicking on the 'all sheets' icon.

First, please make sure you are only logged into one Google account or open up a Chrome Incognito window and remove the duplicate tabs, you should then be able to open up Form Mule, from the dropdown menu go to Open, if you get a spinning wheel, then close out the modal and go back to the drop-down menu and select "Choose source data and set merge type", at this step make sure the correct tab of your spreadsheet is selected in the 'set merge tab' dropdown.

Then in the next step, "Set # of email template (s) and send conditions"; you will also want to clean-up the names of the templates ( make sure they do not have the words template template repeated, etc)

Hope that helps!!

[James McNamara]

We still can't seem to get in after trying the steps described--are there any other possible options, or at this point are we looking at needing to re-create the sheet/merge?

Thanks again for your help on this so far!

[asm...@newvisions.org]

Sorry that these steps did not resolve your issue. Yes, since the error persists even after you tried to manually reset then I would recommend moving this merge job to a new spreadsheet.

(As a head-ups for moving forward, we have noticed that these duplicate email tabs can be created if job settings are recreated either because Form Mule is set up multiple times on the same spreadsheet or when Form Mule is accessed while the user has multiple accounts open, which can confuse the permissions and cause errors with job settings.)