My contest form quit working on its own - not uploading images - please help ASAP

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    baxleyllc
    Asked on September 25, 2012 at 03:02 PM

    Our photo contest was working perfectly until this weekend - and we tested it several times. Suddenly it only works intermittently. The first issue was from an iPhone, so we posted a message stating No Smart Phones, Please.

    The only thing we did was integrate with dropbox. I checked the code. The original JB code given us began with https - but today showed up as http. Thinking that was it, I dropped the 's' and while it didn't work 5 minutes ago,  now it does. Did the extra 's' make a difference? Did you reformat something?

    We just want to make sure accessibility to a form for a contest we are promoting so heavily stays consistant and know any unforeseen glitches we may need to be on top of. Thank you!

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    idarktech
    Answered on September 25, 2012 at 03:54 PM

    Hello,

    Apologies for the inconveniences caused.

    I just checked your form embed code and found something wrong with it. Currenly, you are using:

    http://secure domains usually works with HTTPS so it should always be https://secure. I would still recommend using HTTPS to avoid security problems. Though, I'm not quite sure if this is related to this issue because actually I'm not totally sure what causes the intermittent uploading problem. Probably this happens when a user failed to complete the payment process after redirected to paypal, hence it will result to pending submissions. In your test, did you complete the payment process? If not, you should be able to find your submissions on the "pending submissions page".

    Furthermore, you have two unrequired upload fields, so I would say it is possible for them to bypass these fields. Wouldn't it be one of the reason?

    I just sent a test submissions using your form, would you mind if we may ask you about the status of this? Did it go through? Or the problem still persist? We didn't change anything on the back-end recently (and if we did, it shouldn't affect user's forms) so it should be working normally as expected.

    Please update us the status of this so we can further assist you. We would be happy to assist you here. Thanks!

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    baxleyllc
    Answered on September 25, 2012 at 05:48 PM

    Hi there,  I'm a bit skiddish to put the s back because removing it seemed to fix the issue but just did.  Do you know why your system give us an 's' initially and then take it away in today's code check. Weird, no? No, we didn't change anything. It's just a little line of code.


    The issue was that there was no redirection to the paypal page in the first place after uploading (earlier today). In my 3 tests - I did not pay, but the images went to incomplete submissions. In another test today (after we took away the 's' - the image went both  to email and dropbox. I see your test - and I did another.

     

    We know how pending submissions work and where to look for those. Why would not requiring certain fields prevent photos from uploading properly? It makes no sense at all, otherwise why give us the option? We don't need credits as required and as a photo contest, we are assuming entrants want to upload a photo - or two - up to them. Plus it worked fine until we inegrated with dropbox.

    Well, it's fine now - we were mainly wondering if you did something to the system? Upgrade etc.  PS were we right in assuming this won't work with a smartphone?  Thanks!

     

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    jeanettebmz
    Answered on September 25, 2012 at 06:14 PM

    The issue is most likely related to the dropbox integration. Ourdevelopers are currently aware of this problem. We hope to have it fixed as soon as possible.

     

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    baxleyllc
    Answered on October 01, 2012 at 05:28 PM

    It's been a week since your post and it's ba-ack and frustrating. No offense but a dropbox issue makes no logical sense. It's somewhere in the function chain following hitting 'submit'  - and it's apparently happening again - says the site owner.  We have dropbox integration in another jotform contest and there has been no problem in a full year. If there has been a problem (has there?) with the integration why do you offer it?

    I just tested in Firefox - and again in SAFARI. an now get an additional error message (that was not there previously) re jotform's certificate as not 'valid'.
    Do you have a safari issue as well?  Please let us know all the issues so we can address our users or look for another form option.

    Thank you!


     

    In SAFARI - I get the attached

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    baxleyllc
    Answered on October 01, 2012 at 05:55 PM

    From the 25th: were we right in assuming this won't work with a smartphone?

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    Mike_T
    Answered on October 01, 2012 at 06:24 PM

    Do you have a safari issue as well?

    The problem with non trusted certificate may be related to outdated operating system and browser.

    As far as I can see, the SSL certificate is trusted. Also, I have checked https://submit.jotformpro.com URL via Safari in different operating system (MAC OS X Snow Leopard, Lion, Mountain Lion and Windows 7), but I was not able to reproduce any issues.

    Can you please re-check this from different computers?

    Were we right in assuming this won't work with a smartphone?

    I think that your payment form should work for mobile devices.

    However, please note that a lot of mobile users will not be able to upload their files due to the mobile browsers limitations. I would like to inform you that iOS 4 & 5 users do not have the multimedia upload support in Safari, it is the same story for old Android devices. Upload fields are simply disabled in their browsers.

    Apple has added multimedia upload feature in iOS 6, also new Android devices have the browser upload ability.

    If your valid payments are going to pending submissions or you are facing some other problems, please let us know. We will try to do our best in order to help you.

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    baxleyllc
    Answered on October 01, 2012 at 07:02 PM

    So far our glitch is between the upload photo/sumbit and transfer to paypal.  It has not worked on phones and we have already tried on several computers. Some work. Some do not. My personal browser is old - so a relief to know that is all wrong with (my) Safari.  The site owner should be chiming in soon. We know (as mentioned above in thread) how pendings work and how to check submissions.

    Our issue is the owner and a contest submitter being unable to GET to the paypal page after uploading.

    Do you see issues there?

    Thank you. 

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    baxleyllc
    Answered on October 01, 2012 at 07:04 PM

    RE I would like to inform you that iOS 4 & 5 users do not have the multimedia upload support in Safari,  do you mean phones only or some computers?

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    Mike_T
    Answered on October 01, 2012 at 07:36 PM

    Our issue is the owner and a contest submitter being unable to GET to the paypal page after uploading.

    Do you see issues there?

    I can not reproduce that problem from my side. However, form will not redirect to the PayPal until the file is uploaded, so it can take some time, especially on a slow internet connection.

    My test submission:

    What browsers are used by the site owner and contest submitter?

    Do you mean phones only or some computers?

    This is related only to iPad, iPod touch and iPhone devices with iOS 4 & 5 installed.

    The following products are upgradeable to iOS 6 that comes with upload feature, and iPhone 5 is already running it.

    iPhone 4S
    iPhone 4
    iPhone 3GS
    iPad (3rd generation)
    iPad 2
    iPod touch (4th generation)

    Thank you.

  • Profile Image
    baxleyllc
    Answered on October 02, 2012 at 09:37 AM

    Hello,

    I am the site owner and while not techy at all, perhaps i can shed some light. I held a baby show contest where people could upload up to 2 photos and then they were taken to paypal right after they hit "submit". they then paid the $10 fee and all was well in the world. i then would get a notice from dropbox that i had new submissions when anyone uploaded photos (both paid and unpaid) If they paid we entered tham, if not i just discarded them.

    At the same time, I then held another photography contest for another business i have. (different web page) hoping to do the very same process...upload up  to 2 photos, hit submit and then you are taken to paypal, etc. But as i try it, after the photos are uploaded and i hiot submit...a section of the webpage where the contest info is held then turns gray and that's it. Nothing else happens. not taken to paypal and no photos are showing up anywhere. its as if no uploads are completed.

    So...can i not have 2 contests going on at the same time? Is it related to paypal somehow?

    Hope that helps get us to the right answer.

    Thanks for your patience!!

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    EduardoMendez
    Answered on October 02, 2012 at 10:19 AM

    @baxleyllc

    We are sorry to hear about the issue.  As per your question, there shouldn't be a problem with running as many contests as you would like.  I am looking into the problem and will update with any findings I come accross.  

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    EduardoMendez
    Answered on October 02, 2012 at 11:03 AM

    I have tested a clone of your form and have not been able to reproduce the issue.

    I tested using smaller size images and also large size images.  All wen through without a problem.

    After submitting the images, I was redirected to the Paypal gateway.  I didn't complete the payments and as a result, I can see the entries in my incomplete submissions.

    Here is a short video of my trials.  I am using a relatively slow connection at this time (1.5mb/s) and that is why the last upload took so long. However, as you can see, I was redirected to the gateway at the end.

    http://screencast.com/t/fy5MWKrCPv

    The first trials were using images of about 150kbs each.  The last trial was using images of 2mbs each

    I tested using Google Chrome.  What browsers were the errors produced on?  Please let us know as much as possible in order to better troubleshoot.  Thanks for your patience!

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    baxleyllc
    Answered on October 03, 2012 at 01:12 PM

    Hi - I'm not the site owner (but am logged in on her account) and I am not sure what browsers she is using but have asked. Hoping she will chime in with more info shortly. I cannot reproduce the problem on my browsers either.

     

    Best,

     

    Mila

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    EduardoMendez
    Answered on October 03, 2012 at 03:15 PM

    Keep us updated, we'll be glad to assist you!