Some form fields appear blank in my submissions, but in the notification email they are filled out

  • Profile Image
    snjrose
    Asked on December 08, 2020 at 03:12 PM

    Just since the beginning of December, I have noticed that one of the fields on my form (Student's First Initial) is blank after the initial email notification. In the email it is filled out (and it is a required field on my form). The field is definitely filled out by my customers, but then it disappears. It's not there when I log in to Jotform to see my submissions and it is missing when I download as an excel file to use with merged documents. Please help. I've been using this service for years and fields have never disappeared before like this.

  • Profile Image
    Katherine_W
    Answered on December 08, 2020 at 05:21 PM

    Hi there,

    Happy to help!

    I made a clone of your form 83228027501146 and sent through some dummy submissions in an attempt to replicate your issue; I was able to see the fields correctly in my Jotform Tables view:

    1607465182_5fcff8deb28d4_

    When I downloaded as Excel or CSV I was able to see the fields correctly as well:

    1607465288_5fcff9488fc74_

    I have a couple of clarifying questions:

    1) Is this only happening on this one particular form and is across all submission or only on certain submissions? Could we have your permission to access the original form and attempt to download the submissions to see if we can replicate the issue from that original form?

    I do see that your form requires the name fields to be filled out prior to filling out the rest of the form (including the first initial):

    1607465801_5fcffb4934955_

    2) Also, is the form embedded on an external webpage? If so, please send us the URL so we can fully investigate: if it is embedded, it may have something to do with the embedding method.

    Finally, sometimes users can bypass these fields because the JavaScript on their browser is disabled or turned off. When you require fields on Jotform, it's through using JavaScript; so, if the user's JavaScript is disabled, then they may be able to submit the form even if they have not filled out the fields you have required.

    You can use our NoScript widget to conditionally hide the entire form and you can set a message to show if/when the user has JavaScript disabled in their browser.

    Could you please take a look at the proposed solution above and my clarifying questions and get back to us via this thread? We await your response.


  • Profile Image
    snjrose
    Answered on December 08, 2020 at 05:33 PM

    Thanks Katherine! Yes, you have my permission to download the submissions. I noticed it actually started happening the last week of November. It is only on some submissions. If you scroll through all the submissions just looking at that one field you will see a few blanks entries. As far as I know it is just this one form so far. The form is embedded here:

    https://www.legendaryletters.com/product/british-wizarding-school-acceptance-letter/

    It can't be that users are bypassing the required fields because the emails I get with the original submissions have the field filled out. It's only later that it is missing.

  • Profile Image
    Katherine_W
    Answered on December 08, 2020 at 07:24 PM

    Hi again,

    Of course: happy to help!

    Upon inspecting the form on your website, it looks like it's in an iFrame code; however, when comparing to the iFrame code in my cloned form, it looks as though there may be some information missing. For example, this is what I see when inspecting the iFrame on your website:

    1607473292_5fd0188ceef43_

    As compared to the iFrame Embed Code for my cloned form:

    1607473335_5fd018b7288d3_iframe embed fo

    In this case, I suggest embedding the form using the iFrame Embed code as shown above and sending through a test submission on the website itself.

    I have sent through a test from "Kat From Jotform": could you please let me know if you are able to see the first initial as "K"?