Drag and drop issue with upload field for some users

  • ChrisKerr
    Asked on November 20, 2018 at 8:14 PM

    Hi,

    I have a problem with some users using drag and drop on forms. I am having trouble replicate the issues on my machines, or ones with similar spec. But I have visited three users with these two drag and drop issues.

    1) On drag and drop, the image or file being dropped previews in that browser tab, with the link to the file where the URL was. Meaning they have to close the tab and start the form process again.

    2) When hovering the file over the drag and drop area the drag and drop cloud doesn't turn green. It stays blue and won't upload.


    Can you give me any guidance on these issues at all?


    Cheers,


    CK

  • Richie JotForm Support
    Replied on November 21, 2018 at 2:15 AM

    We are sorry for the inconvenience this may have caused.

    Can you please share to us the form in question?

    Are you referring to the drag and drop upload widget?

    Can you please explain further the issue with the image preview?When you try to hover over the file no image preview would show?

    May we know if the form is embedded to a web page?

    We will wait for your response.

    Thank you.

  • ChrisKerr
    Replied on November 21, 2018 at 3:43 AM
    Hi,
    This is the form in question: https://www.jotform.com/build/81157407822860
    Yes, the drag and drop upload widget.
    No, when you drag and drop the file to the widget it opens the file in that
    browser tab and there is no way of getting back to the form.
    Yes, the form is embedded on a web page.
    I have done further testing on this and discovered that the form's drag and
    drop functionality still works on Internet Explorer on these machines
    (running Windows 10). The computers that have started having the problem in
    the last week were using Chrome. It appears Chrome on these machines is not
    recognising the JotForm drag and drop widget, and is demonstrating the same
    behaviour as it would if the tab were blank and you tried to drag and drop
    a file to it.
    If you need any more information please let me know.
    Cheers,
    CK
    ...
  • liyam
    Replied on November 21, 2018 at 6:55 AM

    Is it possible that there are certain restriction settings on the Chrome browser? The widget, upon testing, works well with Chrome. I recommend to reset your Chrome's settings or clear your browser's cache. If the problem persists, please let us know.

    Also, if you have the form embedded on a page, it would be great if you can share with us the link to the page.

    We shall look forward to your updates.

  • ChrisKerr
    Replied on November 22, 2018 at 1:43 AM
    Unfortunately, it's an internal site so I can't share the link externally.
    We cleared the cache on these machines with no change in behaviour. We have
    other machines with chrome where it's working fine.
    As a workaround, we have the users either using Internet Explorer or just
    using the Browse files button until I can fix the issue.
    Kind regards,
    Chris Kerr
    ...
  • Kiran Support Team Lead
    Replied on November 22, 2018 at 6:41 AM

    I have tested the form provided by you on a Chrome browser with Windows 10 PC and it seems to be working fine at my end. Could you try testing the form using the direct URL https://form.jotform.co/81157407822860 and see if that works correctly?


  • ChrisKerr
    Replied on November 22, 2018 at 7:43 AM
    Yes, unfortunately, it’s only on certain machines. And we can’t find a common thread for the issue - apart from the issue started happening a little over a week ago. I can’t replicate it on my machine either, but if you open a new blank chrome tab with nothing in it and drag a file onto it, the behavior is the same. The drag and drop widget is not being recognized by Chrome at all on these machines when using Chrome. But Internet Explorer works fine.
    I will try to get access from those machines tomorrow to try this link.
    Kind regards,
    Chris Kerr
    ...
  • Richie JotForm Support
    Replied on November 22, 2018 at 9:04 AM

    I have tested a cloned version of your form using Chrome but I can't seem to replicate the issue at my end.

    Drag and drop issue with upload field for some users Image 1 Screenshot 20

    We will wait for your test result regarding using the direct link.

    Thank you.

  • ChrisKerr
    Replied on November 22, 2018 at 5:43 PM
    Hi,
    Yes, as I've pointed out on my previous replies. I can't replicate it on my
    machine either, it just on these several client machines, we are going to
    try uploading to the latest version of chrome to see if that has an effect.
    Also, in your screenshot gif you are using the browse button files button,
    which works on all machines. It is the drag and drop feature that is not
    working, people cannot drag and drop files.
    Kind regards,
    Chris Kerr
    ...
  • jonathan
    Replied on November 22, 2018 at 7:04 PM

    I also test the drag and drop option of the upload widget on your form but I am also not able to reproduce the issue.

    1542931420dragdropuploadtest Screenshot 10


    Please let us know if the issue persist on some of your users.

  • ChrisKerr
    Replied on November 22, 2018 at 7:43 PM
    Yes it is difficult to diagnose or replicate, but I still have several
    users with the issue.
    Kind regards,
    Chris Kerr
    ...
  • David JotForm Support Manager
    Replied on November 22, 2018 at 10:02 PM

    You might open the browser console report while the issue occurs, that might give an idea of what the cause of the issue is, also make sure that JavaScript is enabled in Chrome browser for those machines: https://www.enable-javascript.com/