Uploaded files went missing when form has a payment field and submitted with session parameter

Hello

I have required uploads on my form and they are not appearing with the submissions. There is no way to submit without uploaded...and yet I am getting applications with the required docs.   

I have been intensively checking your form as I can see the last two submissions you have received do not have uploaded files. However, I can see the file uploads are conditionally showing on your form. 

I have been comparing the conditions with the filled fields on those submissions with missing files and I can see the form worked correctly. 

An example is the field "Are you currently in the U.S. Or Canada?" field, on your last submission the answer is "No" so based on the condition there should not be any upload for this. 

I would recommend you to check your form and conditions so you know which fields should be filled. 

If you experience any issue, please provide us a sample submission ID so we can further check it on our end. 

We will wait for your response. 

This situation has nothing to do with conditions.  Most of the required documents are not subject to any conditions.  This as worked fine in the past...I need to know why it isn't working now.  

Please look at submission ID: 3830537848905158085

We would like to apologize for any inconvenience this is causing you. May we know if the form is embedded on any website when it was submitted? Also, were you able to reproduce the issue you described on your end? I have created a clone version of your form and I will also be making a test on my end. May I just know the fields that you are seeing unfilled on your submission page but are set as required on the form?

We will wait for your response.

Thanks for reporting. 

I was able to reproduce the problem. It appears to be a little complicated to explain though but it seems to be an issue between the file upload field and the payment field while session parameter is used on the form.

I have now raised this to our developers for further investigation.

We'll let you know here once this is fixed.

Hello

I am very concerned that this will not get fixed soon.  This is a very busy application season for us and we need the application asap.  In case it helps, we do have our application for Canada that has the payment widget attached and we have no problems with getting the uploads.  Perhaps this will pin point the issue in the one your developers are looking at. 

https://www.jotform.com/build/72646500164149

Again, I appreciate all you can do to get our application working properly as soon as possible.

The bug ticket has already been assigned to one of our developers. Unfortunately, we can't provide you any timeframe to when this will be resolved but rest assured this will be looked on and get fixed in any time.

As a temporary solution, you can take off the session parameter in your form URL and use autofill instead as an alternative for saving forms. Based on my tests, this is the main problem why the uploaded files aren't submitted.

I've tried different combinations like,

Single file upload field along with payment field - submits files

Multiple file upload field along with payment field - submits files

Single/multiple file upload field with payment field and a session parameter does not submit files

Here's my test with session parameter, the first file is missing only the second file went through.

So for now, please let your customers submit the form without the session parameter. This should not have any problem.

Thanks

Thank you...is there any way for Jotform to retrieve uploads that were uploaded, but we did not receive?

Its awkward for my staff to have to ask that applicants submit these again and i would be most grateful if Jotform could help with this

Hello 

I don't understand what you mean by "session parameter"...can you please advise?

Sorry about that, I should have sent the files earlier. As far as I can see, the files were saved on our server. I have now click the "Download All Uploads" button in your form submissions page.

You will receive an email from JotForm that should say your submissions are ready to download. I'm not sure if I have clicked the button twice but if you received 2 emails, please check the 2nd email.

Regarding on the session parameter, I am referring to the following. This is used when you use the save to continue later.

https://www.jotform.com/63125001254137?session=email@domain.com

You can take off the ?session=email@domain.com, that should fix the issue.

If you have more questions, let us know.