Certain Images disappear ???

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    Asked on December 01, 2016 at 09:04 AM


    I have a problem with images in my form (https://form.jotformeu.com/63142203515342) in the backoffice I see all the pictures, but once it is online certain images (question with the smileys) is not visible and thus the user cannot click and select an answer and thus he cannot finish his survey. Can you please help me :-( It's urgent we are in the middle of a campagne). During the test phase we had no problem.  Are we sure we have no problem with the images server ? or something like that on your side ?

    Thanks in advance for your precious help.



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    Answered on December 01, 2016 at 09:21 AM

    Hi Gerard, 

    I did some tests on your form to see if I could be able to replicate the issue you are having. I have failed to reproduce it. However, we have been made aware of an issue with the Image Picker widget recently. Images fail to load occasionally for some of our users. 

    Could you please let us know if the issue persists on a regular basis? Or do you encounter the issue randomly? Please provide as much details as you can. Does it always happen to be the same image or does that differ from time to time? Answers to these questions will all matter. 

    Thank you for reporting it. We will be waiting for further feedback. 

  • Profile Image
    Answered on December 01, 2016 at 09:44 AM

    Hi Owen,

    Thanks for your quick answer. The form is online for 7 days, it's the first time we have a user which complain about that until now we alrealdy had 56 submissions. If I make a ctrl-f5 the problem appear not always on the same image. If I use my navigation buttons (in the form) with the "back" & "next" button each  time I coming back it's a different image wich disappear. I place this kind of images on different "pages" of my survey and the problem appear also there, in fact each time we have this kind of question with images. I tested in IE 11 and chrome 54.

    I cross my finger and hope you will be able to help me.

    Thanks in advance


  • Profile Image
    Answered on December 01, 2016 at 11:15 AM

    Hello Gerard,

    I tested your form in Chrome (version 54) and in Internet explorer 11. I tried all the steps you mentioned, but I wasn't able to replicate this problem. I refreshed the page several times, used back and next buttons, but pictures were showing normally each time.

    I inspected your page and I don't see any conflicts or errors there. 

    I'll try to test more and will let you know if I find anything.

    Thank you for your patience.