Hello, please kindly note that we are seeing the following message on a device for one user. Could you please kindly assist?
[Phase 2 - CP25 - LLIN Household Survey Form - Error: Generic Exception: Error: (500) at https://kc.humanitarianresponse.info/submission?deviceID=collect3AjEGdGz00k3MzPBsx]
Hello @Kal_Lam , I see in another similar topic about that you supported. For us, data is still on the device with a “red cloud” next to each pending entry. Appreciating your assistance in advance.
Please note that a simulation was done on another device, using the same credentials as that from the affected device and data uploaded successfully.
I also experienced a problem like this, and it only happened to one user. So, is it possible that this is due to the phone or the form?
I tried with the same username and password on another device without any issues.
In your case, did the issue happen on one device or on multiple devices with the same username and password?
@ramkobo, @monitorsulawesi, do you have a background audio for this submission?
Hi @Kal_Lam , we have a volunteer in a remote area who conducted surveys “offline”. Come time to submit/send the data, we ran into this issue. Checks on the permissions to the form came out fine. Downloaded the form again then tried to submit, issue persists. Simulation done with a submission using the same credentials on another device also done successfully. Would like to understand the cause and proper solution for any future cases.
Hi, I don’t have audio or background for this form. This issue is reported daily and continues to be reported by my users. Thank you
I experienced the issue on multiple devices with different usernames and passwords. The network conditions were stable when submitting the form
Thank you for the feedback. Similar case, network conditions were okay as we were able to submit data from other devices in the same area. We capture photo in the survey as well. We capture image/photo as well. Would issues on the device affect this, e.g. storage?
I received new feedback from our user who is experiencing issues. When the resolution of the uploaded image is reduced, the form can be submitted. So, the problem is likely related to the size of the form being sent. However, this issue has only recently occurred, whereas previously there were no problems related to this. It might be necessary to check aspects related to the form size.
We await your response and good news. Thank you.
Do you have a sense of the size of the original images being attempted? And are they trying to submit via Enketo or KoboCollect (they handle large attachements slightly differently…).
…whereas previously there were no problems related to this.
I’m not aware of any new restrictions being imposed on this, but perhaps it could be that a newer mobile device is now being used for this submission? Cameras on new phones are getting on the order of 48-megapixels (iPhone 16) which can easily hit 10MB per photo or more.
I might also recommend looking at imposing max-pixels limit on your image questions. That will automatically scale-down your images on the device before trying to submit them. Unless you are guaranteed of always submitting via a fast WIFI/5G connection, I strongly recommend this.
