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    Form attachments received with no form!

    Asked by EmilyKyriakides on October 09, 2012 at 11:19 AM

    Hi,

    I have jotform liked to my dropbox. I have a single page form which creates a new folder for each applicant in my dropbox, the folder contains the form in pdf, as well as all the attachments we ask them to provide.

    Today, a new folder was created in my dropbox, which contained only 2 of the 4 required attachments, and no form. When I look at the submissions received page in jotform itseld, there is no record for this applciant at all!

    How could this happen and what can I do to fix it?

    I have had 1 other instance where an application arrived but only partially completed, despite the applicant completing the form (and them being required fields) before submitting. They were using Chrome, could this be an issue?

    Thank you

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    JotForm Support

    Answered by Deygus on October 09, 2012 at 12:31 PM

    I tested the integration of dropbox with a cloned version of your form on both my accounts could not reproduce the same issue other then only 1 of my attachments showed up out of several others but the main form was there, both of which were viewable along with that and at least contained links to the files that were uploaded along with the form itself. I tried this in both chrome and firefox with same results. I can also view the submissions on JotForm without a problem.

     

     

    Have you tried Removing and Reintegrating your form with Dropbox?

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    Answered by EmilyKyriakides on October 15, 2012 at 05:32 AM

    This has happened again today. I have a new dropbox folder, containing 1 attachment, but no form either there, or in jotform itself. Could you confirm if, when an applicant uploads an attachment to their form, a dropbox Folder is automatically created and the attachment saved, regardless of whether they have actually submitted the form yet?

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    JotForm Support

    Answered by NeilVicente on October 15, 2012 at 07:09 AM

    Emily,

    No, that's now how our integration works. Folders are created only if the form is successfully submitted. The problem you described isn't supposed to happen. I think we will have to investigate this further to find out the root cause.

    What is the name of the dropbox folder created on your account? Can you please try logging in to Dropbox's web interface, and check if the said folder is present?

    We look forward to helping you solve this problem. Thanks!

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    Answered by EmilyKyriakides on October 15, 2012 at 07:32 AM

    Hi - the dropbox folder is always the name of the applicant - in this case: Jill Parker

    And yes, the folder does appear on the Dropbox Web interface also, again, with only the one attachment. Jotform is still not displaying an application form for Jill Parker!

     

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    JotForm Support

    Answered by NeilVicente on October 15, 2012 at 07:49 AM

    If I understand it correctly, the non-existent submissions all came from a certain Jill Parker, am I right? If so, it could actually be her browser that's causing the problem, but of course, there really is no way of knowing since you do not have her contact.

    We will conduct further tests to recreate the situation that will cause this issue (or bug). We'll get back to you soon, hopefully with a proper solution.

    Your patience is greatly appreciated. Thanks!

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    Answered by EmilyKyriakides on October 15, 2012 at 07:55 AM

    Yes that's right -all from her. It has happened once before and I had to ask the applicant to resubmit, luckily in her case the attchemtent was a CV with contact details.

    This could be a huge problem for us as we expect 400 applications by thursday, and if a proportion of those come in without details or means of contact, we won't have any way of assessing them. 

    You mention it could be a browser issue, which browser might be causing the problem?

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    Answered by EmilyKyriakides on October 15, 2012 at 12:07 PM

    All documents have now arrived in the folder on dropbox, and the form on jotform. Can I ask if this was due to a fix your end or if it happened automatically? I'd like to get to the bottom of this if (and no doubt when) it happens again as if it wasn't your fix it means that either:

    1. The dropbox created a folder as soon as a file is uploaded regardless of whether it has been submitted

    2. There is a delay - although it seems strange that dropbox would be ahead of jotform, and only with attachments rather than the form

     

    Thanks

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    JotForm Support

    Answered by NeilVicente on October 15, 2012 at 12:28 PM

    I tried to recreate the situation that would produce this error, but to no avail. With that said, I can conclude that this isn't browser related.

    Now that you mentioned about a "delay", I remember that we had a server glitch a while ago which caused a delay in updating form changes.  It was fixed about four hours ago, and hopefully we don't get such glitches again.

    I am inclined to believe that that might be the cause of the problem. Perhaps, the actual submission data (text) and the other files took some time to get replicated on our server, thus the delay in forwarding the files to Dropbox.

    My advice would be to monitor your form activity, and report to us immediately if you encounter any issue.