Difficulties with people submitting form

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    horseshowsonline
    Asked on June 08, 2020 at 04:14 PM

    Hello, I've upgraded to the bronze plan for my entry form and am well within my upload space, form submissions, form views etc, but somebody has just contacted me saying they couldn't use the form because every time they tried to upload a photo it said lack of memory ?  However, they still received a confirmation saying that their photos had been received ? I, however, have not received any confirmation that they submitted an entry  and from what they have said they never clicked the submit button.  

    Please can you advise me why these issues/difficulties are occurring?  





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    jherwin
    Answered on June 08, 2020 at 08:54 PM

    Please try to embed your form using the iFrame method and see if that will fix the issue on your webpage: Getting-the-Form-iFrame-Code

    Please give it a try and let us know how it goes.

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    horseshowsonline
    Answered on June 09, 2020 at 07:28 AM
    I’ve just done this, will let you know. Thanks
    Sent from my iPhone
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    horseshowsonline
    Answered on June 09, 2020 at 01:28 PM
    Hi, the same thing is still happening. Other people are using it ok, so not sure why she's struggling.
    Emma
    www.horseshowsonline.co.uk.
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    VincentJay
    Answered on June 09, 2020 at 04:54 PM

    I submitted a test submission to the website you have provided and it is working fine. Please advise to try using a different internet browser or device and see if the issue still persists.

    It would also help if the user provides a screenshot of the error message why it is not submitting.

    1591735937mgcczx.gif

    Please try it again and let us know if you need further help.

  • Profile Image
    horseshowsonline
    Answered on June 15, 2020 at 03:27 PM

    Hi, I've had another person complain they can't use the form on their phone.  They said the form keeps sticking when they try to scroll up and down - I tried on my iPhone and it does exactly the same.  Also, when entering the form on a mobile there is no thank you message, it just comes up blank, which is quite confusing as people don't know whether their form has been received or not.  


    I really wanted to invest in a basic form that could work with a mobile, tablet or laptop.  It seems to work well on a laptop but the whole point of the business behind the entry form is that people can enter with ease, on any device within reason.  


    Thanks

  • Profile Image
    VincentJay
    Answered on June 15, 2020 at 05:05 PM

    Somebody has just contacted me saying they couldn't use the form because every time they tried to upload a photo it said lack of memory

    - Please update your form and increase the maximum file size that your form can receive. Here's a guide: https://www.jotform.com/help/33-Changing-the-File-Upload-Size-Limit

    - You need to update all File Upload field to your form.

    1592254516fadsfdcx.png

    I submitted a test submission to your form and it is working fine. I also can see the Thank You page clearly. Here's a screencast of my test:

    1592254916kmkl.gif

    I cleared your form cache on our server. Could you please try it and let us know if the issue still persists?

    They said the form keeps sticking when they try to scroll up and down - I tried on my iPhone and it does exactly the same.

    I tried this using iPhone 8 and I was not able to replicate the issue. May we know what internet browser and what iPhone version you're using so we can try to replicate it?

  • Profile Image
    horseshowsonline
    Answered on June 16, 2020 at 02:28 AM
    Thank you, how do I clear the form cache?
    Sent from my iPhone
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  • Profile Image
    Mianala
    Answered on June 16, 2020 at 06:02 AM

    Kindly follow this guide in order to clear your form cache: https://www.jotform.com/help/229-How-to-Clear-Your-Form-Cache. Let us know if you need further assistance.  

  • Profile Image
    horseshowsonline
    Answered on June 16, 2020 at 09:28 AM
    Hi, when I enter the form on my mobile I do not get a thank you message, only when I enter via the laptop.
    Emma
    www.horseshowsonline.co.uk.
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  • Profile Image
    BJoanna
    Answered on June 16, 2020 at 10:45 AM

    I tested your embedded form on my phone, but I was not able to replicate the issue you reported. 

    1592318561ty.PNG

    Were you able to resolve the issue? If not, please tell us which phone and browser are you using. 

  • Profile Image
    horseshowsonline
    Answered on June 20, 2020 at 03:28 PM
    Hi, with regards to the thank you page not showing, it's when I use the form on my iPhone 11 using Safari.
    Thanks
    Emma
    www.horseshowsonline.co.uk.
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  • Profile Image
    Mike_G
    Answered on June 20, 2020 at 05:46 PM

    I have asked one of my colleagues that has the same device as yours and it seems the issue only happens to iOS devices using any web browsers.

    I have checked your form and I see that the form is really embedded here:

    http://www.horseshowsonline.co.uk/cgi-bin/snippet.cgi?todo=as_page;instance=4594938705;num=0;community_id=4008997123

    and that page is the one embedded on your website.

    http://www.horseshowsonline.co.uk/entry-form/4594938705

    Can you try if the issue will be fixed by embedding the iframe code of your form directly to your website instead of embedding it first to another page? If the issue persists after you do that,l please do not hesitate to let us know so we can help you further.

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    horseshowsonline
    Answered on June 27, 2020 at 07:28 AM
    Please can you explain how I embed it directly on to the website? or do you mean it shouldn't be embedded on a subpage of another page (which it is at the moment)
    Emma
    www.horseshowsonline.co.uk.
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    JohnRex
    Answered on June 27, 2020 at 09:23 AM

    Hello Emma - I'm not sure but it seems that the page builder you are using is embedding it on a separate page, more like a sandbox iframe which might have restrictions re: content.

    But I can't seem to identify what page builder are you using. Could you share it with us so we can test it on our end?

  • Profile Image
    horseshowsonline
    Answered on June 27, 2020 at 10:28 AM
    Hi, thank you for getting back to me. I'm using Moonfruit.
    Emma
    www.horseshowsonline.co.uk.
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  • Profile Image
    Basil_A
    Answered on June 27, 2020 at 12:51 PM

    Hi,

    Are you currently using an HTML snippet to insert the Iframe code?

    I have created a clone of your form then I have embedded it using Iframe into Moonfruit on this page:

    http://testingstuff95.moonfruit.com/

    I tested the form on an IOS device and I was able to reach the Thank you page, could you test the page using your own device?

    Could you explain how exactly are embedding the form into your page?

    Looking forward to your reply.

  • Profile Image
    horseshowsonline
    Answered on June 28, 2020 at 10:28 AM
    Hi, I don't know what you've done but it's now working! Thank you
    Emma
    www.horseshowsonline.co.uk.
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