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    Form Submissions: Some uploaded files are not coming through

    Asked by soundscapemedia on December 17, 2012 at 05:46 PM

    I have several Jotform forms embedded into my sites that have an upload feature for audio as well as zip files.  This seems to be working most of the time but around 10% of the time the uploads are not received properly.  I will get an email saying that the upload has been completed and there will be a folder on my ftp server and dropbox with a pdf showing the details of the upload but there are no uploaded files in the folder.  This is a big problem as I have even had clients who have tried several times to upload and they get a confirmation that it was sent but there are no files being received.

    Here are the two site addresses where this has been happening:

     

    http://www.soundscapemedia.com/soundscape/dev/html/upload_fullq_fullform.html

     

    http://soundscapemedia.com/soundscape/dev/html/upload_fullq_adm.html

    Can you please let me know if this is a known bug and if this will be fixed shortly as this is a pretty serious problem that is making our site seem less professional because our uploader isn't working and it's causing clients to have to upload using other methods if they can't do it via our site which makes us look bad...

    Thanks,

    Jason Greenberg

    Soundscape Media Inc. 

     

     

    Page URL:
    http://www.soundscapemedia.com/soundscape/dev/html/upload_fullq_fullfo<br/>rm.html

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    JotForm Support

    Answered by EduardoMendez on December 17, 2012 at 07:05 PM

    Hi there, 

    We are not aware of any issues with uploading files on forms.  My suggestion would be to embed the form using iFrame method to avoid any script conflicts on the page.

    Please give that a try and let me know if that solves the issue.   Meanwhile I will test to see if I can reproduce the issue.

     

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    Answered by pinoytech on December 17, 2012 at 09:46 PM

    Hi there,

    For some reason, your response came out empty. Can you please response to this link: http://www.jotform.com/answers/157968-Some-Upload-Submissions-are-not-coming-through

    Thank you!

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    Answered by soundscapemedia on December 17, 2012 at 09:53 PM
    Hi Eduardo,
    I am not a web designer and I don't know what an iframe is.
    All I know is that I created an html page that contains only an upload form using the embed code from your site and we went live with this feature about a week ago. We have received around 40 submissions and about 7 of them contained no audio files and just a pdf.
    The pages are html pages so you can see the source code, maybe you can have a look? Here are the submission pages:
    http://soundscapemedia.com/soundscape/dev/html/upload_mp3.html
    http://soundscapemedia.com/soundscape/dev/html/upload_fullq_adm.html
    http://www.soundscapemedia.com/soundscape/dev/html/upload_fullq_fullform.html
    The submission are usually working but sometimes I am getting the confirmation emails that don't list the submission files and that is when the problem happens.
    Thank you.
    Jason Greenberg
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    JotForm Support

    Answered by Welvin on December 18, 2012 at 12:23 AM

    Hi Jason,

    We apologize for such issue. Can you please try the solution suggested by my colleague, use iframe method of embedding your form as I could see, there have been a conflict with your website scripts and Jotform Scripts.

    Here's a guide for that: http://www.jotform.com/help/148-How-to-get-your-Form-s-Iframe-Code

    Please be sure to update us if this continue to happen after doing this solution.

     

    Thanks

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    Answered by soundscapemedia on December 18, 2012 at 01:20 AM
    Hi Welvin,
    Thank you very much for your help. I figured out how to embed the iframe and did it to all 3 of my upload forms. I can't say for sure if this problem is fixed because it never happened when I tested it, it only happened with some of my clients. Anyway I will let you know if the problem continues.
    There is now another problem that is happening with one out of 3 of my upload forms. The following form:
    http://soundscapemedia.com/soundscape/dev/html/upload_mp3.html
    The blue "SEND NOW" button that appears at the bottom right of the window disappears as soon as I select my files to upload. Do you have any idea how to fix this?
    Thanks very much!

    Jason
    Join us of Facebook: http://www.facebook.com/soundscapemedia
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    JotForm Support

    Answered by Welvin on December 18, 2012 at 01:52 AM

    Hi Jason,

    You can fix that by increasing the height value on the embedded iframe codes;

    See this image: http://screencast.com/t/tIiXNHE5D

     

    Thanks

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    Answered by soundscapemedia on December 18, 2012 at 03:39 AM
    Thank you Welvin,
    This has solved the problem.
    I appreciate the great tech support, very quick and knowledgeable.
    All the best,
    Jason
    Join us of Facebook: http://www.facebook.com/soundscapemedia
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    Answered by soundscapemedia on December 18, 2012 at 10:34 AM
    Hi Welvin,
    I woke up this morning and checked my submission email box and there were a few submissions and 1 of them is still having the problem where no uploads are coming through. This is the upload form link that had a failed upload submission:
    http://soundscapemedia.com/soundscape/dev/html/upload_fullq_adm.html
    If you look at the source you will notice that I put in the iframe encoding like you guys asked. When this problem happens I get the following email confirmation:
    Upload Received (Addendum)

    Select Audio Files
    Full Name rob colley
    E-mail robcolley1@btinternet.com
    Choose Submission Type Exclusive Music Submission



    Please notice the field where it says "Select Audio Files" is empty. Usually that field shows the audio or zip files uploaded. Since that field is required it shouldn't let you proceed without selecting and uploading files. I did received a contract from this writer listing 13 songs that he sent that weren't received. Can you please tell me what I can do here?
    Thank you,
    Jason
    Join us of Facebook: http://www.facebook.com/soundscapemedia
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    JotForm Support

    Answered by Welvin on December 18, 2012 at 01:10 PM

    Hi Jason,

    Don't you also see the files on your form submissions page? Also, can you advice your user to check their browsers settings to see if their javascript on page was enabled?

     

    Thanks

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    Answered by soundscapemedia on December 18, 2012 at 01:29 PM
    Hi Welvin,
    I have double checked that my submission page does not show the files for this particular submission.
    This user actually made three submissions today in three separate instances. 1 out of 3 did not work. The other two are showing the files in the confirmation email as well as in the submission page.
    The one that didn't work does not show the files on either the confirmation email or the submission page.
    I don't really want to open up a beta testing communication with these users and ask them about their browser settings as these users are my vendors. The company is already taking a hit looking unprofessional when I have to ask them to resend their files using wetransfer.com when the upload form doesn't work.
    Do you have any ideas that I can try?
    I appreciate your help,
    Jason
    Join us on Facebook: http://www.facebook.com/soundscapemedia
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    JotForm Support

    Answered by Mike_T on December 18, 2012 at 02:41 PM

    As far as I know, the Multiple Upload tool may not work for large uploads. Also, sometimes, uploads may fail due to user's internet connection, browser, corrupted file and other reasons.

    I would like to recommend you to replace the Multiple Upload tool with multiple Single Upload fields. I believe it will be more stable with Single Upload fields.

    We are sorry for the inconveniences.

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    Answered by soundscapemedia on December 18, 2012 at 02:56 PM
    Hi Mike,
    Thank you for your response, I'm afraid the solution of putting single uploaders won't be possible.
    Reason being is that I have no idea how many files each user will want to send and the maximum per submission is 120, it would be a bit ridiculous to have 120 single file uploaders and tedious for the user.
    I have had many large submission with 50-60 files that come through fine, the one that failed this morning was only 13 files.
    Is there no other solution?
    Thanks,
    Jason
    Join us on Facebook: http://www.facebook.com/soundscapemedia
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    JotForm Support

    Answered by Mike_T on December 18, 2012 at 03:10 PM

    I think it depends on the total upload size, some 50 small files may come through, while 5 large files may fail.

    Unfortunately, the Multiple Upload tool is simply not designed for large uploads. I am sorry, but there is not much that we can do with that upload library.

    You may also try a Google Drive integration, but still we can not provide any guarantees about that integration along with the large uploads via Multiple Upload.

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    Answered by soundscapemedia on December 18, 2012 at 03:15 PM
    Ok, Mike, so I guess this is a dead end. Are you guys working on fixing this?
    I do have my submissions connected to Google Drive, FTP and Dropbox so the submissions are going to all three for testing and the result is pretty much the same on all three, if the email confirmation is missing the file names then it doesn't work.
    I guess I will have to find another solution.
    Thanks for your help.
    Jason
    Join us on Facebook: http://www.facebook.com/soundscapemedia
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    JotForm Support

    Answered by Mike_T on December 18, 2012 at 03:21 PM

    Jason, as far as I know, our Developers were looking into the problem with large uploads and Multiple Upload tool, but they were not able to find any issues from our side. There seems to be a bug with the library that is used by that tool, so I do not think that we can provide any ETA on solution.

    Most of our users use the Single Upload fields for big uploads.

    Once again we are very sorry for the troubles.

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    Answered by soundscapemedia on December 18, 2012 at 03:24 PM
    Do you have details on what the threshold is for the filesize that is considered too big for the multiple uploader? If I had those details I could possible integrate a single uploader for filesizes over a certain threshold.
    Jason
    Join us on Facebook: http://www.facebook.com/soundscapemedia
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    JotForm Support

    Answered by Mike_T on December 18, 2012 at 03:29 PM

    I can not provide any exact limit, but it might be about 150-300MB.

    Also, Dropbox has the 150-300MB limit for web API uploads, so there might be some issues too.

    We have plans to rewrite the Dropbox integration using their new API, so there is a chance that we will overcome their 150-300MB limit in the future.

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    Answered by soundscapemedia on December 18, 2012 at 03:40 PM
    Thanks Mike!
    Jason
    Join us on Facebook: http://www.facebook.com/soundscapemedia
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    JotForm Support

    Answered by Mike_T on December 18, 2012 at 03:56 PM

    You are quite welcome Jason. Please feel free to contact us anytime!