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    My captcha at the bottom of some forms wont load

    Asked by tdiintl on August 14, 2013 at 04:42 PM

    Hello,

    I'm only able to recreate the problem in internet explorer.  Refreshing the page forces it to load, but we are getting customers complaining that the captcha is not loading for them.  Plus, since it's at the bottom of the form they aren't going to want to press F5 to reload the page because that will wipe out all the info on the form.

    Any ideas what would be causing this??

    Page URL:
    http://www.tdiinternational.com/contents/en-us/d283_e35-series-esd-lab<br/>-chair.html

    problem reload refreshing captcha IE8
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    Answered by tdiintl on August 14, 2013 at 04:52 PM

    Here's a quick update, it's not happening on my machine which is running internet explorer 9, but on other computers in the office it's happnening with internet explorer 8.

    I was able to recreate this problem on this form with IE8:

    http://www.tdiinternational.com/contents/en-us/d529_13-series-lab-stool.html

    We have a lot of customers using older versions of web browsers, and I've never had a complaint about this before.

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    Answered by jeanettebmz on August 14, 2013 at 05:16 PM

    This happens when javascript is not enabled on IE.

    To prevent this, please embed the iFrame version of the form

    Should you need further assistance, let us know

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    Answered by tdiintl on August 14, 2013 at 05:39 PM

    Ok I'm getting ready to publish with the iframe version for the one page to see if that works.   also, for anyone else running into this problem...IE8 is having some sort of issue with javascript, you can enable it all you like but not thing happens.  I found other users on microsoft forums complaining of this.  Also, IE9 is not compatible with windows XP.  So I very much hope this works!  Fingers firmly crossed and I'll post if it does/doesn't.

    Thanks!

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    Answered by tdiintl on August 14, 2013 at 06:04 PM

    Unfortunately this is not working either.  I just added the iframe version to

    http://www.tdiinternational.com/contents/en-us/d529_13-series-lab-stool.html

    and it has the same exact problem in IE8.  Also I have to remove it ASAP because now it will not load at all in firefox.

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    Answered by tdiintl on August 14, 2013 at 06:11 PM

    I'm also getting this error for the orignal code on all pages with a jotform embedded.  This was not happening yesterday.  I have a feeling this is all tied together.  Please help!

    an error has occured in the script on this page

    Line: 971

    Char: 532

    Error: Expected identifier, string or number

    Code: 0

    URL: http://cdn.jotfor.ms/static/jotform.js?3.1.1345

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    JotForm Support

    Answered by jonathan on August 14, 2013 at 07:23 PM

    Hi,

    We usually always recommend using an updated versions of any browser types. Using an updated browsers usually resolves incompatibility issues with the form.

    We understand that there maybe valid reasons on the users end to still use older browsers, but it should be also noted that support for older browsers are also lean.

    To my knowledge, even the official support(Microsoft) for the older browsers like IE8 had ceased already. This will make it difficult for any technical team to continue to develop on unsupported product, since there will be no support on them anymore.

    If there is a way to recommend to use an updated brwoser instead, I recommend that you should take it.

    ---

    I was not able to reproduce the IE8 failure on my end though.

     

    If this issue persist on your IE8, here are few suggested workaround you can take.

    1. Enable the Re-captcha option on the captcha field. It usually loads better than the captcha field.

    2. Use iframe embed. I could see on your website page that script embed is used. Sometimes script conflict between the form and those on the website will cause failure on the captcha field.

    3. If using Captcha field is not integral, do not include it on the form anymore. Adding a required field at the end before submit, can also block off spams(although not as effective). But usually, most website do have its built-in anti-spam filtering system already. This usually negates the purpose of adding captcha fields on the page.

    Hope this help. Please inform us if the issue persist.

    Thanks.

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    Answered by tdiintl on August 15, 2013 at 11:06 AM

    Ok...I do appreciate you taking the time to give me such a detailed answer.  However, I'm not going to tell the owners of this company that we have to tell our customers to upgrade their browser.  I don't think that would be very good customer service at all.  It was working fine until yesterday and I also found another thread in this forum with more users having the same trouble with captcha.

    Here's the other side of this, what about the customers that get this error and DON'T call?? They leave the site because it's "broken" and we lose a customer.  That is what most people are going to do, they are busy and would rather go to a site that works properly than bother to call.  That's what I would do.

    This is incredibly unfortuate and disappointing.  I love my JotForms, but if they don't work for all users I'll have to look for another solution.

    I have verified that the problem still exists this morning on a computer running IE8.  (note: anyone using windows XP cannot upgrade IE either, I tried that.)  I have javascript enabled.  I tried the iFrame as suggested and that didn't work either. 

    I need a real answer :(

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    JotForm Support

    Answered by Mike_T on August 15, 2013 at 02:40 PM

    I have tried to reproduce the issue, but I was not able to do so. I have cloned your form, embedded it to the test page, and then checked using IE8 mode, the captcha image was there.

    If you have any other pages that we should check, please let us know.

    It seems that you have removed the captcha field from mentioned form, and this is perfectly fine if your form is not abused by spamm submissions.

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    Answered by tdiintl on August 15, 2013 at 03:04 PM

    I switched to JotForm in order to use captcha because we were getting massive amounts of spam.  Unfortunately since I can't find a fix, I have no choice but to remove the captcha so all of our customers can use the form.  I checked our google analytics and the bulk of our visits come form IE (no surprise there) but of those users most of them are using IE8.  So at this point we will just have to deal with spam until I can find a fix or a different online form builder, or just cross our fingers and hope we don't get a lot of spam now.

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    JotForm Support

    Answered by Mike_T on August 15, 2013 at 04:38 PM

    Are you sure that the captcha is not loading in IE8? The captcha image is showing up from our side, that was checked by multiple people. Can this be related to the IE7 only? We can try to investigate it further but we will need a page URL where we can reproduce the issue.

    Also, we have some javascript code that prevents submissions from basic internet bots, and additionally the service is protected by security proxy - Cloudflare. I hope it helps in protecting your forms.

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    Answered by on August 15, 2013 at 04:52 PM

    Yes I'm sure. I reproduced the problem again this morning.  It's not loading on IE8.  I've removed almost all of them now, because we can't afford to lose quote requests.  It does help to know you do have some basic protection in place for spam.  That does make me feel a bit better about it.  I do know that customers hate captchas so if we can just do without them we will. 

    It's so strange you were unable to see it.  I did double check that I had javascript enabled too.  And the iFrame version did the same thing!  Ah well, thank you all for trying to help, and wish me luck with no captcha!

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    JotForm Support

    Answered by Welvin on August 15, 2013 at 07:14 PM

    Hi,

    Please try this method:

    In the Form iFrame Codes, remove the scripts tags. The iFrame codes will looks like this:

    <iframe id="JotFormIFrame" onload="window.parent.scrollTo(0,0)" allowtransparency="true" src="//form.jotform.co/form/32245189212854" frameborder="0" style="width:100%; height:465px; border:none;" scrolling="no"></iframe>

    <script type="text/javascript">window.handleIFrameMessage = function(e) {var args = e.data.split(":");var iframe = document.getElementById("JotFormIFrame");if (!iframe)return;switch (args[0]) {case "scrollIntoView":iframe.scrollIntoView();break;case "setHeight":iframe.style.height = args[1] + "px";break;}};if (window.addEventListener) {window.addEventListener("message", handleIFrameMessage, false);} else if (window.attachEvent) {window.attachEvent("onmessage", handleIFrameMessage);}</script>

    Remove the codes highlighted in Yellow. It would be good if you can create an example page with the same content from the actual page you want to add the form, this is to let your customer use the form while you're making a test.

    Let us know if that makes a difference.

    Thanks

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    Answered by on August 15, 2013 at 07:17 PM

    Hi, I will give this a try tomorrow morning.  We're about to leave the office right now.  I will let you know if this works for us.  Thank you!

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    Answered by khrisell on August 15, 2013 at 08:36 PM

    Hello,

    In behalf of my colleagues, You are most welcome! :)

    Please contact us anytime if you need further assistance on this.

    Thank you for using JotForm.

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    Answered by tdiintl on August 16, 2013 at 11:49 AM

    @Welvin I actually have a product line that gets zero action so I just tested on one of those :)  it worked but the bottom of the form cuts off.  I think I'm going to stick to my forms the way the are without the captcha.  Thanks again to everyone who tried to help me fix this!

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    JotForm Support

    Answered by Mike_T on August 16, 2013 at 02:20 PM

    On behalf of my colleagues, you are quite welcome. If you need any further assistance just post a new thread. We would love to help at any time!