Error: Generic Exception: Error: (500)

[MMC Europe]

Dear all,

My name is Fabio Catini and I worked as an IMO for the Mixed Migration Centre Europe within DRC. For our survey collection the Organization uses ONA and ODK collect.

One of our enumerators is having troubles in uploading completed forms.
I have attached screenshots he sent to us, hoping it would help you out

He's using ODK collect 2021 v2021.2.4

I would like to thank you in advance for your attention and support.

Best,

Fabio

[Bilhah from Ona]

This message was sent to the following 2 people: MMC Europe, ona-co...@googlegroups.com. Replying to this email will notify them.

Hello Fabio, Thank you for reaching out to Ona support. This error is usually returned when the server fails to process submissions. The server seems to be okay now. Please request the user to try making the submission again and let us know if they still get the 500 error. I apologise for the inconvenience this has caused you and the team. Regards, Bilhah See our community forum & help site for more information!

Bilhah from Ona

-- Collect, Analyze and Share Data - https://ona.io/ --- You received this message because you are subscribed to the Google Groups "Ona Community" group. To unsubscribe from this group and stop receiving emails from it, send an email to ona-communit...@googlegroups.com. To view this discussion on the web visit https://groups.google.com/d/msgid/ona-community/10877bf6-f603-4537-88fa-d533a5058dadn%40googlegroups.com. Image 2.jpg image 1.jpg

[MMC Europe]

Dear Bilhah, 

Firstly, let me thank you for your kind and fast support.

Unfortunately, the enumerator reported that the issue is persisting. Basically he can't upload the interviews. 

Additionally, we're experiencing another problem: one of our enumerators stated that as he was trying to access the internet to geolocate himself, the interview he had just conducted got deleted.

I asked if they can provide me related screenshot or additional information that can help you assisting us.

Thank you in advance for your help.

Fabio

[Jane from Ona]

This message was sent to the following 2 people: MMC Europe, ona-co...@googlegroups.com. Replying to this email will notify them.

Hello Fabio, Kindly request the users to respond to the following questions for me to be better place to assist them: Is the user who is getting a 500 error able to successfully log into ona.io on a web browser? Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form? Did the user whose interview got deleted check if the interview is within the Edit Saved Form section? Regards, Jane

See our community forum & help site for more information!

Jane from Ona

On Mon, Oct 4, 2021 at 09:37 AM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Bilhah, Firstly, let me thank you for your kind and fast support. Unfortunately, the enumerator reported that the issue is persisting. Basically he can't upload the interviews. Additionally, we're experiencing another problem: one of our enumerators stated that as he was trying to access the internet to geolocate himself, the interview he had just conducted got deleted. I asked if they can provide me related screenshot or additional information that can help you assisting us. Thank you in advance for your help. Fabio

On Fri, Oct 1, 2021 at 10:38 AM, "Bilhah Kimondiu" <bilhah....@ona.intercom-mail.com> wrote:

Hello Fabio, Thank you for reaching out to Ona support. This error is usually returned when the server fails to process submissions. The server seems to be okay now. Please request the user to try making the submission again and let us know if they still get the 500 error. I apologise for the inconvenience this has caused you and the team. Regards, Bilhah See our community forum & help site for more information!

On Thu, Sep 30, 2021 at 07:01 PM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear all, My name is Fabio Catini and I worked as an IMO for the Mixed Migration Centre Europe within DRC. For our survey collection the Organization uses ONA and ODK collect. One of our enumerators is having troubles in uploading completed forms. I have attached screenshots he sent to us, hoping it would help you out He's using ODK collect 2021 v2021.2.4 I would like to thank you in advance for your attention and support. Best, Fabio -- Collect, Analyze and Share Data - https://ona.io/ --- You received this message because you are subscribed to the Google Groups "Ona Community" group. To unsubscribe from this group and stop receiving emails from it, send an email to ona-communit...@googlegroups.com. To view this discussion on the web visit https://groups.google.com/d/msgid/ona-community/10877bf6-f603-4537-88fa-d533a5058dadn%40googlegroups.com. Image 2.jpg image 1.jpg

[MMC Europe]

Dear Jane,

I asked the partner the questions you wrote in the previous email. Here is what she Responded to me:

1. is the user who is getting a 500 error able to successfully log into ona.io on a web browser? 

Yes,  and I attached the screenshot of what the monitor sees when he logs in.

"Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form?"

Yes

Did the user whose interview got deleted check if the interview is within the Edit Saved Form section?

Here she said that the interview got deleted and the monitor had to redo the interview. 

Thank you in advance for you kind support,

Fabio

[Jane from Ona]

ona-co...@googlegroups.com was removed from the conversation by Jane Mesi

Dear Jane, I asked the partner the questions you wrote in the previous email. Here is what she Responded to me: 1. is the user who is getting a 500 error able to successfully log into ona.io on a web browser? Yes, and I attached the screenshot of what the monitor sees when he logs in. "Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form?" Yes Did the user whose interview got deleted check if the interview is within the Edit Saved Form section? Here she said that the interview got deleted and the monitor had to redo the interview.

Thank you in advance for you kind support, Fabio ona.io_it46.PNG

Jane from Ona

On Mon, Oct 4, 2021 at 09:15 AM, "Jane Mesi" <jane...@ona.intercom-mail.com> wrote:

Hello Fabio, Kindly request the users to respond to the following questions for me to be better place to assist them: Is the user who is getting a 500 error able to successfully log into ona.io on a web browser? Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form? Did the user whose interview got deleted check if the interview is within the Edit Saved Form section? Regards, Jane

See our community forum & help site for more information!

On Mon, Oct 4, 2021 at 08:37 AM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Bilhah, Firstly, let me thank you for your kind and fast support. Unfortunately, the enumerator reported that the issue is persisting. Basically he can't upload the interviews. Additionally, we're experiencing another problem: one of our enumerators stated that as he was trying to access the internet to geolocate himself, the interview he had just conducted got deleted. I asked if they can provide me related screenshot or additional information that can help you assisting us. Thank you in advance for your help. Fabio

On Fri, Oct 1, 2021 at 09:38 AM, "Bilhah Kimondiu" <bilhah....@ona.intercom-mail.com> wrote:

Hello Fabio, Thank you for reaching out to Ona support. This error is usually returned when the server fails to process submissions. The server seems to be okay now. Please request the user to try making the submission again and let us know if they still get the 500 error. I apologise for the inconvenience this has caused you and the team. Regards, Bilhah See our community forum & help site for more information!

On Thu, Sep 30, 2021 at 06:01 PM, "MMC Europe" <monitor...@gmail.com> wrote: Dear all, My name is Fabio Catini and I worked as an IMO for the Mixed Migration Centre Europe within DRC. For our survey collection the Organization uses ONA and ODK collect. One of our enumerators is having troubles in uploading completed forms. I have attached screenshots he sent to us, hoping it would help you out He's using ODK collect 2021 v2021.2.4 I would like to thank you in advance for your attention and support. Best, Fabio -- Collect, Analyze and Share Data - https://ona.io/ --- You received this message because you are subscribed to the Google Groups "Ona Community" group. To unsubscribe from this group and stop receiving emails from it, send an email to ona-communit...@googlegroups.com. To view this discussion on the web visit https://groups.google.com/d/msgid/ona-community/10877bf6-f603-4537-88fa-d533a5058dadn%40googlegroups.com. Image 2.jpg image 1.jpg

[Jane from Ona]

Thank you for sharing the responses. Please share the project, in which the form is located, with onasupport and assign a Can Submit permission level to enable me to look into the issue. Once you have shared the project, please let me know the account name, project name, and form title.

Jane from Ona

On Mon, Oct 4, 2021 at 02:29 PM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Jane, I asked the partner the questions you wrote in the previous email. Here is what she Responded to me: 1. is the user who is getting a 500 error able to successfully log into ona.io on a web browser? Yes, and I attached the screenshot of what the monitor sees when he logs in. "Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form?" Yes Did the user whose interview got deleted check if the interview is within the Edit Saved Form section? Here she said that the interview got deleted and the monitor had to redo the interview.

Thank you in advance for you kind support, Fabio ona.io_it46.PNG

On Mon, Oct 4, 2021 at 09:15 AM, "Jane Mesi" <jane...@ona.intercom-mail.com> wrote:

Hello Fabio, Kindly request the users to respond to the following questions for me to be better place to assist them: Is the user who is getting a 500 error able to successfully log into ona.io on a web browser? Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form? Did the user whose interview got deleted check if the interview is within the Edit Saved Form section? Regards, Jane

See our community forum & help site for more information!

On Mon, Oct 4, 2021 at 08:37 AM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Bilhah, Firstly, let me thank you for your kind and fast support. Unfortunately, the enumerator reported that the issue is persisting. Basically he can't upload the interviews. Additionally, we're experiencing another problem: one of our enumerators stated that as he was trying to access the internet to geolocate himself, the interview he had just conducted got deleted. I asked if they can provide me related screenshot or additional information that can help you assisting us. Thank you in advance for your help. Fabio

[MMC Europe]

Dear Jane,

here are the details you've asked for:

The name of the account is mixedmigration,

the name of the project is MMC Europe Core Migrant Survey 2020 - Italy

and the name of the form is MMC_EUR-ITALY_MigrantSurvey_20210216

Thank you in advance for your help.

Fabio

[Jane from Ona]

This message was sent to the following 2 people: MMC Europe, ona-co...@googlegroups.com. Replying to this email will notify them.

Thank you for sharing the project details with onasupport. Kindly allow me to test the issue on my end and I will let you know as soon as I have replicated the issue. This issue has only been reported by only one user?

Jane from Ona

On Mon, Oct 4, 2021 at 05:12 PM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Jane, here are the details you've asked for: The name of the account is mixedmigration, the name of the project is MMC Europe Core Migrant Survey 2020 - Italy and the name of the form is MMC_EUR-ITALY_MigrantSurvey_20210216

Thank you in advance for your help. Fabio

On Mon, Oct 4, 2021 at 04:46 PM, "Jane Mesi" <jane...@ona.intercom-mail.com> wrote:

Thank you for sharing the responses. Please share the project, in which the form is located, with onasupport and assign a Can Submit permission level to enable me to look into the issue. Once you have shared the project, please let me know the account name, project name, and form title.

On Mon, Oct 4, 2021 at 03:29 PM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Jane, I asked the partner the questions you wrote in the previous email. Here is what she Responded to me: 1. is the user who is getting a 500 error able to successfully log into ona.io on a web browser? Yes, and I attached the screenshot of what the monitor sees when he logs in. "Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form?" Yes Did the user whose interview got deleted check if the interview is within the Edit Saved Form section? Here she said that the interview got deleted and the monitor had to redo the interview.

Thank you in advance for you kind support, Fabio ona.io_it46.PNG

On Mon, Oct 4, 2021 at 10:15 AM, "Jane Mesi" <jane...@ona.intercom-mail.com> wrote:

Hello Fabio, Kindly request the users to respond to the following questions for me to be better place to assist them: Is the user who is getting a 500 error able to successfully log into ona.io on a web browser? Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form? Did the user whose interview got deleted check if the interview is within the Edit Saved Form section? Regards, Jane

See our community forum & help site for more information!

On Mon, Oct 4, 2021 at 09:37 AM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Bilhah, Firstly, let me thank you for your kind and fast support. Unfortunately, the enumerator reported that the issue is persisting. Basically he can't upload the interviews. Additionally, we're experiencing another problem: one of our enumerators stated that as he was trying to access the internet to geolocate himself, the interview he had just conducted got deleted. I asked if they can provide me related screenshot or additional information that can help you assisting us. Thank you in advance for your help. Fabio

On Fri, Oct 1, 2021 at 10:38 AM, "Bilhah Kimondiu" <bilhah....@ona.intercom-mail.com> wrote:

Hello Fabio, Thank you for reaching out to Ona support. This error is usually returned when the server fails to process submissions. The server seems to be okay now. Please request the user to try making the submission again and let us know if they still get the 500 error. I apologise for the inconvenience this has caused you and the team. Regards, Bilhah See our community forum & help site for more information!

On Thu, Sep 30, 2021 at 07:01 PM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear all, My name is Fabio Catini and I worked as an IMO for the Mixed Migration Centre Europe within DRC. For our survey collection the Organization uses ONA and ODK collect. One of our enumerators is having troubles in uploading completed forms. I have attached screenshots he sent to us, hoping it would help you out He's using ODK collect 2021 v2021.2.4 I would like to thank you in advance for your attention and support. Best, Fabio -- Collect, Analyze and Share Data - https://ona.io/ --- You received this message because you are subscribed to the Google Groups "Ona Community" group. To unsubscribe from this group and stop receiving emails from it, send an email to ona-communit...@googlegroups.com. To view this discussion on the web visit https://groups.google.com/d/msgid/ona-community/10877bf6-f603-4537-88fa-d533a5058dadn%40googlegroups.com. Image 2.jpg image 1.jpg

[MMC Europe]

Dear Jane,

exactly, only one monitor has been having this problem; more specifically is itmonitor46.

Thanks again and have a good evening.

Fabio

[Jane from Ona]

This message was sent to the following 2 people: MMC Europe, ona-co...@googlegroups.com. Replying to this email will notify them.

Hello Fabio, The error that the user is encountering might be a result of a slow network. If the user is using 3G networks to submit the record kindly have them switch to using WI-FI hotspots to see if switching resolves the issue. The network might also be highly congested at certain times of the day hence, submitting the records during less-congested periods might resolve the issue. On my end, I uploaded the form to my test account and I have been able to submit sample records. Let me know if switching from one data network option to another resolves the issue. With regard to the user whose record was deleted, kindly request them to Save Changes every time they want to switch to a different operation. This will allow them to proceed with the saved form under Edit Saved Form when they are ready. Regards, Jane

See our community forum & help site for more information!

Jane from Ona

On Mon, Oct 4, 2021 at 07:40 PM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Jane, exactly, only one monitor has been having this problem; more specifically is itmonitor46. Thanks again and have a good evening. Fabio

On Mon, Oct 4, 2021 at 05:48 PM, "Jane Mesi" <jane...@ona.intercom-mail.com> wrote:

Thank you for sharing the project details with onasupport. Kindly allow me to test the issue on my end and I will let you know as soon as I have replicated the issue. This issue has only been reported by only one user?

On Mon, Oct 4, 2021 at 05:12 PM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Jane, here are the details you've asked for: The name of the account is mixedmigration, the name of the project is MMC Europe Core Migrant Survey 2020 - Italy and the name of the form is MMC_EUR-ITALY_MigrantSurvey_20210216

Thank you in advance for your help. Fabio

On Mon, Oct 4, 2021 at 04:46 PM, "Jane Mesi" <jane...@ona.intercom-mail.com> wrote:

Thank you for sharing the responses. Please share the project, in which the form is located, with onasupport and assign a Can Submit permission level to enable me to look into the issue. Once you have shared the project, please let me know the account name, project name, and form title.

On Mon, Oct 4, 2021 at 03:29 PM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Jane, I asked the partner the questions you wrote in the previous email. Here is what she Responded to me: 1. is the user who is getting a 500 error able to successfully log into ona.io on a web browser? Yes, and I attached the screenshot of what the monitor sees when he logs in. "Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form?" Yes Did the user whose interview got deleted check if the interview is within the Edit Saved Form section? Here she said that the interview got deleted and the monitor had to redo the interview.

Thank you in advance for you kind support, Fabio ona.io_it46.PNG

On Mon, Oct 4, 2021 at 10:15 AM, "Jane Mesi" <jane...@ona.intercom-mail.com> wrote:

Hello Fabio, Kindly request the users to respond to the following questions for me to be better place to assist them: Is the user who is getting a 500 error able to successfully log into ona.io on a web browser? Is the user who is getting a 500 error able to view the list of forms within the server when they click on Get Blank Form? Did the user whose interview got deleted check if the interview is within the Edit Saved Form section? Regards, Jane

See our community forum & help site for more information!

On Mon, Oct 4, 2021 at 09:37 AM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear Bilhah, Firstly, let me thank you for your kind and fast support. Unfortunately, the enumerator reported that the issue is persisting. Basically he can't upload the interviews. Additionally, we're experiencing another problem: one of our enumerators stated that as he was trying to access the internet to geolocate himself, the interview he had just conducted got deleted. I asked if they can provide me related screenshot or additional information that can help you assisting us. Thank you in advance for your help. Fabio

On Fri, Oct 1, 2021 at 10:38 AM, "Bilhah Kimondiu" <bilhah....@ona.intercom-mail.com> wrote:

Hello Fabio, Thank you for reaching out to Ona support. This error is usually returned when the server fails to process submissions. The server seems to be okay now. Please request the user to try making the submission again and let us know if they still get the 500 error. I apologise for the inconvenience this has caused you and the team. Regards, Bilhah See our community forum & help site for more information!

On Thu, Sep 30, 2021 at 07:01 PM, "MMC Europe" <monitor...@gmail.com> wrote:

Dear all, My name is Fabio Catini and I worked as an IMO for the Mixed Migration Centre Europe within DRC. For our survey collection the Organization uses ONA and ODK collect. One of our enumerators is having troubles in uploading completed forms. I have attached screenshots he sent to us, hoping it would help you out He's using ODK collect 2021 v2021.2.4 I would like to thank you in advance for your attention and support. Best, Fabio -- Collect, Analyze and Share Data - https://ona.io/ --- You received this message because you are subscribed to the Google Groups "Ona Community" group. To unsubscribe from this group and stop receiving emails from it, send an email to ona-communit...@googlegroups.com. To view this discussion on the web visit https://groups.google.com/d/msgid/ona-community/10877bf6-f603-4537-88fa-d533a5058dadn%40googlegroups.com. Image 2.jpg image 1.jpg