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

    lost form on FTP failure

    Asked by MRIYA_render on September 16, 2013 at 01:14 PM

    Hi,

    first of all thanks for a great product. I worked with it for two months and it makes a good value to my business.

    Today i see some problem meanwhile.

     

    I accept user files up to 500Mb with comments and typical fields like name or e-mail. I expect to have form filled and file transfered to my FTP. Unfortunately your algorithm goes different way. It accepts data and starts uploading to FTP, and if only upload was successful it creates a record in JotForms dashboard.

    If FTP connection fails I miss the whole lot. Customer info + file. And no record in JotForms dashboard at all.

    It would be perfect to have file uploaded to stable, safe and reliable place in JotForms, customer notified about successful upload. And then in the backgroound transfer the data to my FTP (possibly not from the first attempt)

    Could it be so?

     

    Thanks in advance,

     

     

    Yours,

    Alex.

    lost form FTP problem name product
  • Profile Image
    JotForm Support

    Answered by guilledutra on September 16, 2013 at 02:14 PM

    Hi,

    in order to clarify how the uploaded files are processed by JotForm:

    Once the user uploads the file, it will be stored at your JotForm user account, then a copy is uploaded to your FTP server configured at the submissions page.

    The upload field works like that in order to prevent  for example your FTP may not available when uploading the file. After the user uploaded the file you will have 2 copies of the same file, one at your JotForm account storage and the other one at your own FTP server.  Both actions are independent and the FTP upload is made at the background after the submission was made.

    Sometimes uploading big files through the web browser could be aborted, for example by problems at the user internet connection, so in order to get  your submission notification, despite of if the file was successfuly uploaded or not, you should mark the upload field as "not required".

    Hope it helps

    please let us know if you need further assistance

    Thanks

  • Profile Image

    Answered by MRIYA_render on September 17, 2013 at 03:23 AM

    Hi,

    thanks for quick and extended answer. By your explanation I understand that my use-case shoud be processed perfectly, however I observe slightly different behavior.

     

    My steps are:

    0. Open my FTP server UI,

    1. Fill-in required filds on JotForm in browser,

    2. Press UPLOAD button and see how progress % grows up to 100%,

    3. Press SEND button. Button becomes gray and wait icon start turning in browser (no success message)

    4. I see how user connects to my FTP and start uploading (client browser is still in wait state, no success message)

    5. I kick the upload on my FTP server

    6. Error in JotForm appears (see picture below),

    7. I check submissions in JotForm dashboard and can not see the entire record there (not only lost file). Please note, then I made my Upload field optional (i.e. not required*)

     

    The problems are:

    By the step 3 I would expect to show success message to user and be notified by email.

    By step 6 I would expect JotForm to make another attempt to connect and upload after some timeout. It could be 3 attempts with 2-5 minute timeout.

     

    Please see my error message here:

    JotForm FTP error  

    Kind regards,

    Alex

     

  • Profile Image
    JotForm Support

    Answered by Welvin on September 17, 2013 at 08:22 AM

    Hi Alex,

    Step 3 is the process wherein the file has been moved/send to your FTP Server. You'll see the Success Message or the Thank You Page if the file will be successfully sent to your FTP Server. Also take note that the submission will only appear to your Form Submissions page if the process with FTP is successful. Basically, all or any process from the form after you click the "Submit" button. Again, you should see the Thank You Message/Page if everything went successful, if not, that's a failure to the submission.

    Step 6, you can't automatically refresh the page to retry the process. We do not have the said function. You'll have to go back and re-do the process.

    Also, the error per your image attachment has to do with your FTP Integration. This is a sort of process Time-Out at your host.

    Let us know if you need any further clarification. 

    Thanks

  • Profile Image

    Answered by MRIYA_render on September 18, 2013 at 04:56 AM

    Hi, thanks for clarification. I will switch off the FTP integration then and return to my previous schema with DropBox as mediator.

    JotForm -> DropBox is quite reliable, and DropBox -> My PC is made by DropBox sync software which allow many attempts to download in case of failure.