What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Why are more than 50% of my form submissions failing?

    Asked by nobulart on April 21, 2013 at 05:15 PM

    I have used the standard embed script (and iframe) to place this jotform into this site. More than 50% of the submissions seem to be failing. We're receiving many emails from people telling us that they've completed the form, but there's no submission received.

    This is a particularly long survey, and initially I had broken it down into 4 "pages". This resulted in even more failed submissions than we have now. I tried the automatic local storage save feature with various time interval settings ranging from instant thru 30sec. This feature makes movement between form fields painfully slow, even in a quick browser on fast hardware. I've simplified the forms by removing extraneous fields. Reduced the number of mandatory fields and yet, still, we're experiencing an unacceptably high number of failed submissions. No error messages are reported - there's simply no submitted data.

    I'm not sure whether these issues are due to poor form design on my part or due to issues with jotform.

    The automatic save feature creates way too much overhead for it to be usable on a form this size. I could not determine whether there is any easy manner is which one can break a jotform down into several linked forms, which would all submit to one data table, thus ensuring the integrity of the previously captured data between pages/parts of the form.

    Any help or suggestions would be most welcome.

    Page URL:
    http://malotidrakensbergroute.co.za/

    Submissions Emails survey JotForm linked forms
  • Profile Image
    JotForm Support

    Answered by jonathan on April 21, 2013 at 06:06 PM

    Hi,

    Thank you for contacting us.

    First off, I'd like to apologize for any inconivnience you experience during creation of the form.

    We're always here to assists you in the best way we can, so, let us try now if we can make it a more better experience for you this time.

    ---

    First, I'd like to suggest you re-embed the form using its iframe code as there are other jquery scripts present in your page where the form was embedded. This will avoid any script conflict from happening.

    Since your form is quite long, you should enable auto saving of form using "Continue Forms Later"

    This will help form users to stay on track for longer time when answering your form. Any accidental closing of browser will not resolve to repeating everything.

    For the upload fields, the single upload field type is much stable than multiple upload field type when this field is used several times on a form (your form have several upload fields). Perhaps you can use instead a single upload field repeatedly only on each section where you need the field.

     

    I hope you can try my suggestions. Update us if this does not make any difference.

    In any case, inform us if you still continue to have problem on missing submissions.

    Thanks.

     

     

  • Profile Image

    Answered by nobulart on April 21, 2013 at 06:45 PM

    Thank you for the quick reply Jonathan,

    The script conflict seems a likely candidate, so I'm giving the iframe approach a second chance. We really need to be able to provide multiple file uploads for some fields, but I'm going to remove most of them for the moment as well.

    As mentioned in my post, using the autofill (local storage) option makes movement between the form fields so slow that it's painful. Even on 30 second intervals, there's a pause of several seconds when tabbing to (or clicking on) the next field.

    I'll see how things go today. Hopefully we'll see some more successful submissions.

  • Profile Image
    JotForm Support

    Answered by jonathan on April 21, 2013 at 06:52 PM

    As mentioned in my post, using the autofill (local storage) option makes movement between the form fields so slow that it's painful. Even on 30 second intervals, there's a pause of several seconds when tabbing to (or clicking on) the next field.

    I agree with this scenario, but I will conduct further testing on my end. I'll see if we can submit a bug ticket to improve this process. It seems that the longer a form is, the harder it was to process the "auto save" command. 

    I will update you also if I am able to confirm this issue.

    ---

    Please contact us again anytime for news on results on your updates.

    Thanks.

  • Profile Image

    Answered by nobulart on April 23, 2013 at 07:58 AM

    Hi Jonathan. Things just got more interesting. We're now receiving submissions which are missing mandatory fields. The first four fields in the form (Member Name, Email Address, Phone Number and Product Name) are all required, and yet the last two submissions do not contain values in these fields. How can this be happening?

  • Profile Image

    Answered by sidharth_kch on April 23, 2013 at 09:57 AM

    @nobulart

    Can you please let us know your website where you have embedded your form? We will have a check on that. If the fields are marked mandatory there are only two posibility where form can be submitted without the data present in mandatory fields. First possibility is that there must be some script conflict between jotform script and your websites other script. The second posibility is that user's javascript must be disabled.

    Have you tried submitting your form yourself without providing mandatory data?

    Let us know.

    Thanks,

    Sidharth

  • Profile Image

    Answered by nobulart on April 23, 2013 at 10:40 AM

    Hello Sidharth. The links are in my OP.

    I have tried (without success) to reproduce it in chrome, ff and safari. 

    Thanks.

  • Profile Image
    JotForm Support

    Answered by KadeJM on April 23, 2013 at 12:15 PM

    After inspecting your form I can see that there are a few area's on your form that have the " Required " turned ON but there are also several more areas with it OFF. Unfortunately this issue with the Mandatory Fields being skipped is more commonly known to happen when a person or spamprogram is using a computer that is set up to visit webpages while the Browser's Javascript is Disabled since the ON Requirement is run by javascript. It can also happen if the Browser is outdated or obsolete causing conflicts that result in a similar action like this due to the programming required not being read by the browser correctly because of this and these are just 2 known issues out of several others that can sometimes cause this type of issue. 

  • Profile Image

    Answered by nobulart on April 23, 2013 at 12:54 PM

    Hi Kade,

    I'm certain this isn't a spambot because I've had contact with him via email. Unfortunately he isn't very tech-savvy, and was unable to let me know what browser (or version) he is using. Does jotform record the user agent string with it's submissions? The faulty submission has the ID number 232442153152561144 and is timestamped 2013-04-22 14:16:49 - perhaps you could determine the browser used from the server log?

    Thanks

  • Profile Image
    JotForm Support

    Answered by KadeJM on April 23, 2013 at 01:38 PM

    No problem and thank you for confirmating and pointing that out. Something you could use which could help to teach him how to figure out what Browser & Browser Version he is using can be shared via this link -  http://www.getnetwise.org/whatbrowser but that is just a thought for a possibility to obtain it and also to make sure or re-enable JavaScript if it is needed that can be done via this link -  http://activatejavascript.org/en/instructions.

    As for the faulty submission I took a look and I can see what you mean which the missing required fields not appearing if though marked as manditory but I think that this is a related issue.

    If you can I would like to suggest furthermore that you share with him those 2 links I provided you to educate him to try to help us find out why this happened and eliminate whether this is the issue that caused this problem or not. Also if it is okay with you I would like to ask that you please ask him to fill in the form to see if the same thing happens after filling it in a second time.

  • Profile Image

    Answered by nobulart on April 25, 2013 at 05:57 AM

    Thanks Kade,

    Encountered another issue with this form today.

    I'm using the second field (the Email Address) as the unique submission key. One of our visitors has previously been unsuccesful in submitting the form because of the earlier issues. Now, when they are trying again to submit, they are getting an error stating that only one submission is allowed. Their email address is reception@wyndford.co.za - there are no submissions in the database using this email address, so why is it not allowing them to submit? My form limits are set thus:

    Unique Submission : No Check
    Unique Question : E-mail Address
    Submission Limit : No Limit
    Expiration Date : No Limit

    In refernce to your earlier comments about the javascript, surely it would make sense to include a "noscript" 

    encapsulated message in the form code which would disable the form and instruct people to enable javascript if they have it switched off?
  • Profile Image

    Answered by sidharth_kch on April 25, 2013 at 10:23 AM

    @nobulart

    Thats strange now. Its not allowing to submit the form with this email id. I did one more test, where i did a test submission and deleted it and again did the submission and the form accepted it without any issue. I am not sure why it is not taking the email id "reception@wyndford.co.za"

    I am forwarding your issue to our development team for them to have a look. Please stand by for updates from them.

    Thanks,

    Sidharth

     

  • Profile Image
    JotForm Founder

    Answered by aytekin on April 25, 2013 at 10:57 AM

    My recommendation would be to disable this feature and see if that fixes the problem:

    On Preferences -> Form Limits, disable Unique Question: E-mail Address

    Any other special features you are using such as condition and integrations, please disable them and see if that fixes the problem. 

    Thanks! 

     


  • Profile Image
    JotForm Founder

    Answered by aytekin on April 25, 2013 at 10:59 AM

    Regarding the unique submission problem with reception@ email address, please open a new ticket about it and we will help you there. So that we can only and only focus on the 50% form failure problem on this thread. 

  • Profile Image

    Answered by nobulart on April 25, 2013 at 03:57 PM

    Hi aytekin

    Whilst I'm happy to troubleshoot the problem by disabling the limits functionlity and conditions, that would by no means constitute "fixing the problem" from my perspective. These are both functionalities which you provide as part of your commercial service. Disabling the use of the very features for which I am paying a subscription won't fix anything. It will, however, help us to isolate where some bugs might lie in the jotform codebase.  

    To my eyes, the submission problem and the failed submission of mandatory fields are more than likely symptoms of the same issue and are thus part of this thread. I will open a ticket.

  • Profile Image

    Answered by nobulart on April 25, 2013 at 03:59 PM

    On second thoughts, I have no desire to be altering what is now a production form. It will upset my client further. I would like to suggest that you take a copy of it and use it to debug your jotform codebase.

  • Profile Image
    JotForm Support

    Answered by Mike_T on April 25, 2013 at 05:04 PM

    First of all, we will need to find what is causing the problem, then we can add a bug report ticket to our system. We strive to fix all reported problems, but Developers have to prioritize received inquiries, and fix/implement more important things first. I mean that if we can reproduce some problem, we will do what we can to fix it at some point.

    I have cloned your form, integrated it with my Dropbox and tested in different browser. However, the form was stable from my side, everything was fine including the unique field feature. Do you have enough space on your Dropbox account? There might be problems if the form can not handle Dropbox integration uploads.

    Also, I have noticed that you have a Send Post Data option enabled. It is recommended to disable it if you do not process the send data on your thank you page.

    According to my tests, required fields are working fine on your form. I hope that the iFrame version fixed the problem for you. Thank you.

  • Profile Image

    Answered by nobulart on April 25, 2013 at 05:16 PM

    Hello Mike. Thanks for trying that out, and for the suggestions. My 9GB dropbox is 67% full. The POST data is being stored in a separate database via the thank you page. I've turned it off for testing purposes, but this particular integration feature was key to my choosing to use jotform for this project. Unless there is perhaps another method whereby I can directly cross-post form submissions into an external application?

  • Profile Image
    JotForm Support

    Answered by Mike_T on April 25, 2013 at 05:40 PM

    Thank your cooperation in this matter. If possible, please let it run like this for several day to see if that makes any difference.

    Sorry, but there is no other way to forward the data into remote database at this time. However, as far as I know, our Developers are actively working on JotForm API, so there should be another method of getting the data available soon.

  • Profile Image

    Answered by nobulart on April 30, 2013 at 07:40 AM

    I now have confirmed reports of more than twenty email addresses which are being rejected because they "have already been submitted", but which are not appearing in the submissions database. My client is going ballistic. Where are my submissions please?

  • Profile Image
    JotForm Founder

    Answered by aytekin on April 30, 2013 at 09:35 AM

    Please open a new thread about this new problem. This thread is about the emails you did not receive. Thanks. 

  • Profile Image

    Answered by nobulart on April 30, 2013 at 03:48 PM

    Hello aytekin. Another thread? This is precisely the same problem.

    I so far have a list of twenty email addresses which do not appear in the submission database, but which were definitely submitted because when we try to resubmit them jotform throws an"already submitted" message. I'm not clear about why I need to open another thread about the same problem ie:

    "Why are more than 50% of my form submissions failing?"

    If these twenty are not failed submissions, then what are they? Should I use a different title for my post in order to get some assistance in this matter?

    I feel as though you are trying "filibuster" my attempts to get some support on this issue, which is rather disturbing considering your relationship to jotform.

    Can I send the list of email addresses to someone so that you can find out where the missing (aka. FAILED) submissions are?

  • Profile Image
    JotForm Support

    Answered by Mike_T on April 30, 2013 at 04:06 PM

    We are very sorry for any possible misunderstandings. Your thread title is okay, but please create a new thread. This thread is long, and it might take a lot of time for someone to read every post and get the information about the main problem.

    Currently the 'Unique Question' options is disabled on your form. Doest it help in accepting failed email addresses?  You can also list failed email addresses in your new thread. Thank you.

  • Profile Image

    Answered by jeanettebmz on July 03, 2013 at 10:29 PM

    @nobulart

    You might like to know that our team of developers have released Jotform Webhooks,  this feature would replace Send Post Data + Custom URL Thank You Page workaround in order to help you transfer forms data to your own database using your own script codes

    Please find out more about it here

    Cheers!