Answers lost - suspect session

More
1 year 3 days ago #158736 by rleuthold
rleuthold created the topic: Answers lost - suspect session
We're getting more and more complaints from our customers that they are missing answers. Usually this seems to happen after a survey has been closed or left without clicking "save and resume later".

Then if they pick up the survey, answers are missing.

We already spent a lot of testing and support hours into this issue but cannot figure out what happens. Lately we started to give our customers the link to start a new sesion with each try (with the newtest/Y parameter). This helped in some cases but dit not work at all in other.

Especially the token parameter combined with the newtest paramater led to even more problems. Some people reported back, that they could not see a single answer using this form of entry link (I could confirm that from my local computer).

So with all that inconsistency concerning the session, it feels like this is the source of our problem. We had problems before (when we had less customers) but switching to database based session improved things a lot.

Is it possible that the session and the database are in some kind of an unsynced state and the session overwrites or deletes data in the database? I'm asking because it seems like the session data includes most if not all of the current survey data for a user - including answers.

Could it be a misconfiguration of the server? I'm running version 2.64.1 with php 5.5.9 (thanks to an old TYPO3 site running on the same server) & MySQL 5.5.41 on a Ubuntu 14.4 server.

Any ideas & help are very welcome.

Please Log in or Create an account to join the conversation.

More
1 year 3 days ago #158741 by jelo
jelo replied the topic: Answers lost - suspect session

rleuthold wrote: Especially the token parameter combined with the newtest paramater led to even more problems. Some people reported back, that they could not see a single answer using this form of entry link (I could confirm that from my local computer).

"/newtest" is clearing the session and opening a new session. Depending on the settings in the survey it doesn't matter if tokens are used. The answers will be saved in the database but not available when accessing the survey with the same token again.

You're mentioning "customers". Are you customers creating the surveys and selecting the settings?
To me this looks like a few different issues which look like one issue. Perhaps you have a session issue too.Why did you switch to database sessions?

Are you a student conducting a survey? If yes, tell me why you use LimeSurvey?
www.limesurvey.org/forum/development/116...y-you-use-limesurvey

Please Log in or Create an account to join the conversation.

More
1 year 3 days ago #158758 by rleuthold
rleuthold replied the topic: Answers lost - suspect session

jelo wrote: "/newtest" is clearing the session and opening a new session. Depending on the settings in the survey it doesn't matter if tokens are used.

What do you mean by that. All our surveys use token based authentification with token-based response persistence and
Allow multiple responses or update responses with one token enabled.

The answers will be saved in the database but not available when accessing the survey with the same token again

But this depends on the survey settings and not the newtest parameter, right?

You're mentioning "customers". Are you customers creating the surveys and selecting the settings?

No - particpiants would maybe be the better word. We are creating and configuring the survey and send the token to the participants.

To me this looks like a few different issues which look like one issue.Perhaps you have a session issue too.

Do you have an idea or gut feeling what else might cause this issues.

Why did you switch to database sessions?

I I remember right, we had a lot of participants who reported, that they had to log in again after just a few minutes.
Have you had better experiences with file based sessions?

Thanks four reply!

Please Log in or Create an account to join the conversation.

More
1 year 2 days ago #158811 by DenisChenu
DenisChenu replied the topic: Answers lost - suspect session
Disk space ?

Assistance on LimeSurvey forum and LimeSurvey core development are on my free time.
I'm not a LimeSurvey GmbH member, professional service on demand (or search sondages pro).
An error happen ? Before make a new topic : remind the Debug mode .

Please Log in or Create an account to join the conversation.

More
1 year 2 days ago #158814 by rleuthold
rleuthold replied the topic: Answers lost - suspect session
Filesystem         Size  Used Avail Use% Mounted on
/dev/ploop64780p1   50G  5.7G   41G  13% /
none                32G     0   32G   0% /sys/fs/cgroup
none                32G  4.0K   32G   1% /dev
none                32G  1.1M   32G   1% /run

nope ...

Please Log in or Create an account to join the conversation.

More
1 year 2 days ago #158816 by DenisChenu
DenisChenu replied the topic: Answers lost - suspect session

We're getting more and more complaints from our customers that they are missing answers. Usually this seems to happen after a survey has been closed or left without clicking "save and resume later".

But if user don't move next or don't save and quote : current page are not saved. It's attended behaviour.

In fact : use newtest/Y with token and the 2 settings must not update something if you don't update survey. Must do the same things.
Maybe user take same survey at same times on different computer ?

Assistance on LimeSurvey forum and LimeSurvey core development are on my free time.
I'm not a LimeSurvey GmbH member, professional service on demand (or search sondages pro).
An error happen ? Before make a new topic : remind the Debug mode .

Please Log in or Create an account to join the conversation.

More
1 year 2 days ago #158818 by rleuthold
rleuthold replied the topic: Answers lost - suspect session

But if user don't move next or don't save and quote : current page are not saved. It's attended behaviour.

That is clear, but we already ruled this out. These participants do a lot of our surveys.

In fact : use newtest/Y with token and the 2 settings must not update something if you don't update survey. Must do the same things.

Unfortunately it doesn't. I've seen this myself - the link with the newtest & the token parameter showed no answers, the link without the token showed them all.

Maybe user take same survey at same times on different computer ?

Very, very unlikely. But I will look into it. There is no way to "lock" a survey if somebody else is working on it - is there?

The surveys have around 350 questions - could that lead to problems?

Please Log in or Create an account to join the conversation.

More
1 year 2 days ago #158833 by DenisChenu
DenisChenu replied the topic: Answers lost - suspect session

There is no way to "lock" a survey if somebody else is working on it - is there?

I bstart a plugin to do this, but really complex … really really …

Else : i don't really see what specific issue you can have without pout some debug in your instance. You use the last version ?

Assistance on LimeSurvey forum and LimeSurvey core development are on my free time.
I'm not a LimeSurvey GmbH member, professional service on demand (or search sondages pro).
An error happen ? Before make a new topic : remind the Debug mode .

Please Log in or Create an account to join the conversation.

More
1 year 1 day ago #158853 by rleuthold
rleuthold replied the topic: Answers lost - suspect session

i don't really see what specific issue you can have without pout some debug in your instance. You use the last version ?


I'm using Version 2.64.1 (new but not latest). How would you debug this? I'm no a Yii guy (mostly Laravel and Symfony).

Please Log in or Create an account to join the conversation.

More
1 year 1 day ago #158854 by DenisChenu
DenisChenu replied the topic: Answers lost - suspect session
I doin't have really idea where put some log , but here : it's really old code not totally related to Yii
See github.com/LimeSurvey/LimeSurvey/blob/85...urvey/index.php#L554 : where the response is loaded from database (with newtest=Y).

1 : activate log on server file
2: put some log : Yii::log("Here it's OK", 'info', "mydebug");

For 1 :
        'log' => array(
            'routes' => array(
                'fileError' => array(
                    'class' => 'CFileLogRoute',
                    'levels' => 'info, warning, error',
                    'except' => 'exception.CHttpException.404',
                ),
            )
        ),

See manual.limesurvey.org/Optional_settings#Logging_settings

Assistance on LimeSurvey forum and LimeSurvey core development are on my free time.
I'm not a LimeSurvey GmbH member, professional service on demand (or search sondages pro).
An error happen ? Before make a new topic : remind the Debug mode .

Please Log in or Create an account to join the conversation.

More
10 months 2 weeks ago #160246 by vkuzmin
vkuzmin replied the topic: Answers lost - suspect session
I've had this issue too, try to restart browser after every participant, or run surveys in incognito mode (new incognito window every time), it will solve your problem.
Without that if you see red (error) labels on every array questions 99% that you got that issue and your answers will be lost,

Please Log in or Create an account to join the conversation.

More
10 months 2 weeks ago #160256 by rleuthold
rleuthold replied the topic: Answers lost - suspect session
Thanks for the answer. However, we only have multiple choice and text questions in our surveys.

Please Log in or Create an account to join the conversation.

More
10 months 2 weeks ago #160272 by vkuzmin
vkuzmin replied the topic: Answers lost - suspect session
I didn't mean "dont use array questions", i mean "restart browser every time". Arrays don't cause problems, they can notify that something went wrong instead.

Please Log in or Create an account to join the conversation.

More
6 months 4 weeks ago #164504 by blocka
blocka replied the topic: Answers lost - suspect session
I've seen this happen too - we have had a few participants who completed the survey twice (open survey). Survey is:

All in one
Set cookie to prevent repeated participation: is off
Participant may save and resume later: is on
No tokens (open survey), but:
Enable token-based response persistence: Off
Allow multiple responses or update responses with one token: Off

LS version 2.73.0, build #171219

One participant provided a web history report to show that they completed the survey twice about a week apart. And we have no record of their response in our response table.

The survey is a short one with only 10 questions.

Link we've shared for the survey doesn't use newtest -- just the link that appears in the Survey Summary page...

We are using database for sessions, and have the session lifetime set to 14440 (~4 hrs)

Please Log in or Create an account to join the conversation.

More
6 months 4 weeks ago #164520 by holch
holch replied the topic: Answers lost - suspect session
What is the survey mode? All in one? Group by Group? Question by question?

Because for Group by Group and Question by question as soon as they pass the first page something should be saved and the session can't really be the problem.

I'm not a LimeSurvey GmbH member. I answer at the LimeSurvey forum in my spare time. No support via private message.
Some helpful links: Manual (EN) | Question Types | Workarounds

Please Log in or Create an account to join the conversation.

Start now!

Just create your account and start using Limesurvey today.

Register now
Join our Newsletter!