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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Why do I keep getting duplicate forms, days after the form has been completed?

    Asked by PursueTheClues on December 31, 2016 at 12:03 AM

    For some reason, when people go to fill out the form, I often get sent a duplicate of the most recent form that was filled out. It happens often, not every day but lately it has been happening more. The green check mark saying the form was successfully completed shows, and I go to reload the page or exit the page to reload the form, and either way the most recent form will get sent a 2nd time. I can't tell why it happens or what I'm doing differently when it DOESN'T happen.

     

    This is bad for 2 reasons. First, it's getting me to my submission limit sooner than I should get there (I have at least 10 or so extra submissions because of this). Second, my customers are getting duplicate emails of a form they filled out sometimes days earlier. I need to figure out a way to make this not happen.

    Page URL:
    pursuetheclues.com/waiver

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    JotForm Support

    Answered by Kiran on December 31, 2016 at 04:25 PM

    Are you referring to form titled "Pursue the Clues Liability Release Form"? I see that there are no submissions for this form at the moment, Did you delete them? I have tried submitting the form from your web page and see that there only one submission was sent. If you experience the same issue again, we request you not to delete the submissions from the form so that we can investigate the issue further.

    If you are referring to a different form, please provide us with the form ID so that we can take a look and provide you with necessary assistance.

    Thank you! 

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    Answered by PursueTheClues on December 31, 2016 at 04:33 PM

    Hi Kiran,

    Yes, I did delete the submissions. Sorry I did not think about that when asking this question. The form is on a tablet in my lobby. When people fill it out, they submit it and it takes them to a success page where they can click to load a new form. For some reason when people click for a new form, it sometimes sends the most recent form a 2nd time. I don't know why it is happening as the form it sometimes from a day or two prior, and there is no record of the form on the tablet anymore.

     

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    JotForm Support

    Answered by Welvin on January 01, 2017 at 07:10 AM

    Isn't this because your customer has actually submitted the form twice? I checked your form logs, there are customers that have submitted their email twice for two different participants. Here some examples:

    #1:

    https://www.jotform.com/emails/5867d7c95d319ed70c8d4baf

    https://www.jotform.com/emails/5867d75c5d319ed50c904e87

    #2:

    https://www.jotform.com/emails/586801b05d319ed80c8e3559

    https://www.jotform.com/emails/586802255d319ed60c8d077d

     

    In fact, one customer has submitted the form for 3 times, still different participants:

    https://www.jotform.com/emails/5866f3b95d319ed50c8fe675

    https://www.jotform.com/emails/5866f41d5d319ed50c8fe6ce 

    https://www.jotform.com/emails/5866f4845d319ed70c8d2369

     

    You can check these logs in your account. Here's our guide how: https://www.jotform.com/help/293-How-to-view-all-your-form-Email-History

    Lastly, I have also tested the form and wasn't able to replicate the problem so I think the above is what made you think you're getting duplicates. Please review.

     

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    Answered by PursueTheClues on January 07, 2017 at 08:40 PM

    Hi Welvin,

    Thanks for looking into it. The submissions you've found are correct. Those were for when one person was signing multiple forms as a guardian. I'm referring to instances where a user is getting submissions days after they finish. For instance there are multiple (I think 5) for someone named "Gretchen Silverman" and I'm certain she is not doing them. She is getting emails every time her form is sent out, and I can't figure out why it keeps happening.

    I know it has something to do with the form loading a new form. It is somehow taking a past form, and resubmitting it when a new form is loaded. I added a button to that webpage that says "click here to load a new form" and it is actually a link to the exact same page - it just reloads the page so there is a blank form. Something about reloading the form on the tablet it causing duplicate entries, even though there is no form on the page. When they reload the page, the green check mark is on the page saying "you have successfully completed the form" - yet sometimes reloading causes a duplicate entry.

    Even more frustrating, is that this is causing me to get to my submission limit early, and testing it (when you test or when I test) it's extra submissions counting towards my monthly total. I know I will have to upgrade in a month or two, but I'm trying to be as cost-effective as possible in regards to this, so I don't want to keep having 5, 10, 20, or more submissions each month counting towards my limit, even though they are tests or duplicate entries.

    Thanks again for your help - hoping you can help me figure out a solution.

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    JotForm Support

    Answered by Kiran on January 07, 2017 at 11:13 PM

    I have checked the submissions of 'Gretchen Silverman' and notice that they are submitted on different dates and that is about a week after. 

    As I check the form on the web page, it is embedded using iframe embed method which should be working fine. I have checked the Reload form link and it link to the web page directly and not the form. So, it should be also working fine. When I tried submitting the form twice and reloading the page, I am not able to replicate the issue at my end. Do you think that this issue is happening on tablets?

    Please add the following widget to your JotForm so that the browser information shall be captured along with the submission.

    http://widgets.jotform.com/widget/get_user_agent

    This infomration might be helpful in investigating the issue further. Please do let us know when you receive any duplicate submissions. We will be happy to assist. 

    Thank you! 

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    Answered by PursueTheClues on January 08, 2017 at 01:05 PM

    It just happened 3 times today. Now between the tests and the duplicate forms I have nearly 10 submissions this month towards my limit that aren't accurate submissions. Please help me figure this out. The submission count is a pain, but the fact that customers are getting various emails days after they've arrived is also not okay.

    I've now added the widget you asked me to add above.

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    JotForm Support

    Answered by Mike on January 08, 2017 at 04:02 PM

    I have submitted your form 3 times and reloaded it in different ways, but I was not able to reproduce the issue with duplicated submissions.

    If you notice the issue again, please do not remove duplicated submissions so we will be able to check them.

    We have reset your current monthly submissions limit.

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    Answered by PursueTheClues on January 08, 2017 at 04:03 PM

    Hi Mike,

    Thank you SO much for the reset and looking into this. I'm hugely appreciative that you're all trying to help me with this and I don't want it to go unnoticed. Let me know if there is anything I can do from my end.

    Best,

    Vince

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    JotForm Support

    Answered by Kiran on January 08, 2017 at 08:18 PM

    It seems that you have added the User Agent widget to the other form that is not embedded on the web page. Please add the widget to the form that is embedded on the web page so that the browser information would be captured when the form is submitted.

    I also notice that there is no notification set on your form. You may add a notification to your form so that you can receive an email when the form is submitted.

    Hope this information helps!