- ELIVTWAsked on April 20, 2017 at 11:18 PM
On our form we have two single option question with the "other" option enabled: one about diet and one about how they got to know our company. We noticed that they don't send out the right data or don't even appear in the records when they signup in some cases. For instance if you select a fixed option it will still send out what is in the "other" option.
Any quick help to fix this is very welcome!
- ELIVTWAnswered on April 21, 2017 at 02:11 AM
Some extra info: it doesn't happen with every single case, so sometimes it is hard to replicate. However, from our signup data we can see that it happens and I was able to replicate it several times.
- JotForm SupportBJoannaAnswered on April 21, 2017 at 04:48 AM
I have cloned your form and I made few tests, but I was not able to replicate mentioned issue.
After that I have tested your embedded form and I think that I was able to replicate mentioned issue. I have filled "other" options and then I selected some other options instead, however on submission page of your form text that I have entered inside of the "other" option was shown instead of selected option.
After that I tested your standalone form and I was not able to replicate mentioned issue.
Considering that your standalone form is working properly, this issue is most likely related to script conflicts between your webpage scripts and JotForm scripts. Please re-embed your form with iFrame code to see if that will resolve your issue. Inside of this guide you can find how to get iFrame code of your form:
Hope this will help. Let us know if you need further assistance.
- ELIVTWAnswered on April 21, 2017 at 05:58 AM
Thanks a lot! I think this should resolve it.
However, is there a way to pre-populate fields with iframe? Because one functionality get's lost now that we use iframe. I tried to search for it but couldn't find a clear way to do it yet.
- JotForm SupportliyamAnswered on April 21, 2017 at 07:04 AM
There should be no problem with pre-populating your fields with iframe. Just get the field names of the input fields you wish to pre-populate, just add a ? on the end of your URL followed by the field names and it should work fine.
Note: field names are case sensitive.
Here is a sample of prepopulating the last name of your form on your page:
- ELIVTWAnswered on April 23, 2017 at 11:09 PM
I have changed my form to iframe, but still in more than half the cases the two single option questions with the "other" option enabled don't register and send out the data.
Any other ideas of how to solve this?
It is quite important to our company...
- ELIVTWAnswered on April 23, 2017 at 11:15 PM
It doesn't happen every time but I was also able to reproduce the error in jotform itself without the embed.
- JotForm SupportChriistianAnswered on April 24, 2017 at 02:26 AM
I cloned your form (https://www.jotform.com/70218747353458) and test it but I wasn't able to replicate the issue on the standalone form. I received a correct response on the email alerts and as well as in the Submission Page.
However, I noticed that you have the Terms and Conditions Widget on your form. Can you please try removing it first, then try your form out?
If the issue still persists, please let us know.
- ELIVTWAnswered on April 24, 2017 at 02:54 AM
Thank you for your response.
I also cloned my form and removed the Terms and Conditions widget. However in about one third of the cases the issue still persists. Not only when I fill-out the form, but also when our customers do it.
Here is an example: (personal data blurred)
- SvenAnswered on April 24, 2017 at 03:52 AM
We apologize for any inconvenience caused, I have cloned your form, tested on the standalone and couldn't replicate the issue, then I embedded on my website for testing, and could replicate the issue, I tried with different embedding methods, still same issue persists.
I have escalated this issue to our next level to look into it, you will be updated via this thread about the progress.
- ELIVTWAnswered on April 24, 2017 at 10:02 PM
Thanks a lot Sven!
It would be very helpful to get this settled...
- ELIVTWAnswered on April 27, 2017 at 02:43 AM
Any news so far on this issue? It still happens...
- JotForm SupportBJoannaAnswered on April 27, 2017 at 04:01 AM
Unfortunately this issue is still not resolved. One of our developers is assigned to this ticket and priority is set to important. We will inform you via this thread once this issue is resolved.
For now as possible workaround I can only suggest you to add "Other" option to your check box fields and add text box fields to your form that will be shown if other option is selected. This way you user sill be able to enter text inside of Other text box field and correct option that was selected inside of radio button field will be shown on submission page. You also need to turn OFF "Display Other Option" inside of radio field settings.
You can use conditional logic to hide "Other" text box fields.
Here is my demo form: https://form.jotformpro.com/71161611372952
Feel free to test it and clone it.
- ELIVTWAnswered on April 28, 2017 at 03:26 AM
- JotForm SupportNeilVicenteAnswered on April 29, 2017 at 04:22 PM
Sorry for the long wait, but we are happy to inform you that this is now fixed.
Kind regards from the JotForm team!
- ELIVTWAnswered on May 01, 2017 at 09:41 PM
Thank you for fixing it, however I still get submissions (yesterday/today) where the fields don't show up. Is there anything I need to do to to make the changes work in my form?
- JotForm SupportMikeAnswered on May 01, 2017 at 11:04 PM
I have re-saved your form and cleared the form caches.
Please update this thread if you notice the issue again.
- ELIVTWAnswered on May 02, 2017 at 03:51 AM
- ELIVTWAnswered on May 02, 2017 at 09:50 PM
I'm sorry but the issue still persists...
- JotForm SupportMikeAnswered on May 02, 2017 at 11:06 PM
Thank you for your update.
We will check this and get back to you.
- JotForm SupportMikeAnswered on May 07, 2017 at 05:20 PM
We are sorry for the delay. The bug fix has been reapplied.
The issue should be permanently fixed.