Form issue with very unusefull error message

  • ochapron
    Asked on June 22, 2018 at 1:30 PM

    Hi,

    One of my clients had an issue in a Form already very well used by other clients.

    The error advertisement is All but precise (see screen copy of my client).

    All I know is that :

    - tecnically the client use MAC + Safari

    - the upload of files worked well for the client

    - she had an error when she wanted to finish the form.

    Can you explain what is representing this ERROR MESSAGE ?

    Can you check your logs (as I have no access) to the session of my client to say me what happens ? You have the exact timing on the screenshot.

    Thanks 

    Olivier

    Jotform Thread 1506405 Screenshot
    Page URL: https://form.jotformeu.com/ochapron/condorcet-cpge
  • Nik_C
    Replied on June 22, 2018 at 2:36 PM

    We're sorry for the inconvenience.

    I tested this issue on Safari on Mac and I wasn't able to replicate it:

    1529692464screencast Screenshot 10

    I uploaded several files and they all went well.

    The issue could be related to user's network and if file partially uploaded for network inconsistency or drop.

    Do you know which kind of file your user tried to upload and what was the size?


  • ochapron
    Replied on July 2, 2018 at 10:11 AM

    Hello,

    My questionnaire is online now from 3 weeks, with about 130 successfull answers.

    I faced about 8 issues each of them with MAC + SAFARI - the same I mentionned ahead - and they were all solved with :

    - staying in MAC with the change of browser (every issue come from Safari) , with the use of Google Chrome

    - the change of workstation (going from MAC to PC), in those cases I don't know the browser but sure it was not Safari.

    Would it be possible to check from your side - sure Jotform engine has a problem with Safari, but I don't know the release ....).

    Thank you

    Olivier

  • Victoria_K
    Replied on July 2, 2018 at 11:19 AM

    Hello Olivier,

    As my colleague, I have also tested a clone of your form with Safari and there were no problems with form submit for me. Usually, "Please go back and fix" error appears if there fields on the form, which are not filled out properly or skipped. But, if respondent goes back to the form, problematic field should be in red. 

    Since we were not able to replicate the issue to identify the guilty field, can you please provide us some more information on this when it happens again? We would appreciate if you could post some screenshots.

    Thank you.