HIPAA: File uploads are missing for some submissons.

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    ADCazzolla
    Asked on April 05, 2020 at 11:59 AM

    Hi! We are using a Jotform to gather client intake info and documents. We have most fields marked as "Required," including document upload fields. However, a client submitted the form without uploading all required documents. How is that possible? Thanks for your assistance!

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    JohnRex
    Answered on April 05, 2020 at 03:59 PM

    I assume that you are referring to this form: https://www.jotform.com/200856313759056. Is that correct?

    I just tried filling it out and left the FILE UPLOAD fields blank, and it prevents me from submitting the form without uploading a file first:

    1586116541ADCazzolla.gif

    I can see that there were modifications made to the FILE UPLOAD field on April 3rd. To clarify, have you set it to REQUIRED on the said date?

    15861167012243397.png

    If so, could you please check the date of the submission if it's submitted before the date above? If it is, then it could be the reason why it has been submitted even without uploaded files.

    However, if it's been set as REQUIRED since the form is created, may we know if the form is embedded on a webpage? If it is, please share the URL here so we can check.

    Also, does this happen to almost all of the form submissions? Or to a specific submission only?

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    roneet
    Answered on April 05, 2020 at 11:15 PM

    It might be possible that the website is having a conflict for some users. May be due to some add-ons or any ad blocker installed on the user's browser is blocking the validations or having conflicts on the page.

    Could you please embed the form using this iFrame code:

    https://www.jotform.com/help/148-Getting-the-Form-iFrame-Code

    Thanks.

  • Profile Image
    ADCazzolla
    Answered on April 06, 2020 at 09:08 AM

    The back end of our website isn't designed so I can add code like that. It has an iframe content option, and I can add a source URL. That's how I've added the Jotform to our website.

    I tried submitting the form without required info, via our website, and got the proper "This field is required" error message. I tried on desktop and mobile, via Google Chrome and Safari browsers.

    Any other suggestions?

  • Profile Image
    roneet
    Answered on April 06, 2020 at 10:29 AM

    I am also unable to replicate the issue when I have tested your website. So we will need more information on how the user submitted the form like which browser have they used? Which version of the browser were they using? If Javascript was disabled in their browser? Any add-ons installed on their browser which is bypassing the validations. Is the issue existed for a particular user or with all your user?

    Could you please add a minimum limit on the File Upload, Currently, it has a 0kb size set as allowable:

    15861832641.PNG

    Thanks.

  • Profile Image
    ADCazzolla
    Answered on April 06, 2020 at 10:34 AM

    I've updated all our file upload fields so the minimum file size is 1 KB. Thanks for that suggestion! I'll reach out to our client and see if we can get any info about the submission. Thanks!

  • Profile Image
    roneet
    Answered on April 06, 2020 at 01:06 PM

    Also, please add the Get User Agent widget on your form which will record the user agent information of your form users.

    This information is useful when troubleshooting issues, or when collecting information about what type of browsers and operating systems your form users utilized to open the form.

    https://www.jotform.com/widgets/get-user-agent

    Thanks.

  • Profile Image
    ADCazzolla
    Answered on April 06, 2020 at 01:25 PM

    I've added the "Get User Agent" widget to both our forms. Hopefully this will help with future troubleshooting. Thanks!

  • Profile Image
    Kevin_G
    Answered on April 06, 2020 at 05:17 PM

    Sure, let us know once the issue happens with a new submission and kindly provide us the details the widget will capture, we will use that information to troubleshoot the issue further on our end. 

  • Profile Image
    Sonnyfer
    Answered on June 02, 2020 at 11:25 AM

    Thanks for providing the User Agent String's results. 

    Kindly allow me some time to run some tests on my end. I will get back to you shortly.

  • Profile Image
    Sonnyfer
    Answered on June 02, 2020 at 11:54 AM

    Thanks for your patience.

    I have tested filling out your form through your website using Mac OS. Left all the upload fields empty and the "This field is required." message appeared on each of them as expected. Therefore, we can't still replicate the issue.

    1591112850saferrr.gif

    I have cleared your form cache as a precaution. Could you please confirm if the issue persists?

    If in case the issue persists, kindly share with us the submission IDs of those who were able to bypass the upload field and we'll ask our developers to take a closer look.

  • Profile Image
    Sonnyfer
    Answered on June 02, 2020 at 11:56 AM

    Sorry, I forgot to mention. Here's how to find submission ID: Where-to-Find-the-Submission-ID 

  • Profile Image
    ADCazzolla
    Answered on June 02, 2020 at 12:19 PM

    Thanks for the info! In this instance, we contacted the submitting person and she says she did attach documents for upload, but we see none in our Jotform account. Does that help you to troubleshoot?

  • Profile Image
    Amin_N
    Answered on June 02, 2020 at 01:15 PM

    Hi again, @ADCazzolla!

    To clarify, now this ticket has entirely switched from required field error to missing submission uploaded file.

    Could you please provide us with the addressed submission ID so we can further investigate?

    Related guide: Where-to-Find-the-Submission-ID

    We're patiently waiting for your response.

  • Profile Image
    Kevin_G
    Answered on June 02, 2020 at 02:59 PM

    Thanks for the update. 

    I will be escalating this issue to our back-end team so we can have this further checked, we will keep you updated via this ticket. 

    Thanks.