Spreadsheet to form widget: Inconsistently working

  • Profile Image
    chrisholland
    Asked on October 26, 2021 at 04:37 PM

    Hello Jotform

    My form is using the Spreadsheet to Form Widget to prepopulate select fields. 5 of these field I have hidden from the user as these field contain information that I will use to export, match and import into another database.

    Also, about 90% of the fields in my form are set to required.

    Today 2 users completed and submitted their forms, however, the spreadsheet to Form Widget prepopulated fields failed to populate, the hidden fields were visible to the user and required fields contained no data.

    I checked the excel file that I uploaded and the records in question do have data in the cells that should have prepopulate the Jotform fields.

    This form has been up and running since Oct 18. This is the first time that this has happened and I am looking for answers as to how this would be possible. I am very concerned that it will happen again. This form is up until November 15 and over 400 more entries to be added.

    Are there log files that show the information for entry form activity?


    Regard,

    Chris

  • Profile Image
    Mike_G
    Answered on October 26, 2021 at 08:48 PM

    We would like to apologize for any inconvenience. I can only assume that it is the Dental Renewal Form under your account that you are having an issue with. And, to my understanding, these are the hidden fields that you are referring to, which should be prefilled with data from the uploaded spreadsheet on the Spreadsheet to Form widget on your form.

    1635295318_6178a05641210_zt211026_204145

    If I'm understanding your concern correctly, the hidden fields above were shown to your respondents, and the other fields on your form, which are required fields, were left empty when your form was submitted.

    May we know which required field(s) were submitted empty, please? Also, how did you find out that the hidden fields above were shown to a respondent? Did the respondent fill out the hidden fields manually with data that is different than what is from the spreadsheet? May we ask that you share with us the submission ID of the submission of that respondent, please?

    Reference Guide: Where-to-find-the-submission-ID

    We will wait for your response.

  • Profile Image
    chrisholland
    Answered on October 27, 2021 at 08:41 AM

    Hello,

    You are correct regarding the form and hidden fields.

    How did I find out that the hidden fields were displayed? I received a support call from a user who was having an issue with the access code. She was not entering all of the character of the access code.

    I asked her to click on the link in the invitation email and I then read her the access code.

    I have inserted the line from the invitation email below just so you can see that she was accessing the correct form.

    Please click on this link to access the online license renewal form.

    I instructed her to enter her access code follow by clicking the start button then click the next button. This is when she said that there were fields being displayed, she read them off and they were the hidden fields, I asked if there was data in the fields and she said no.

    I asked her to close out the window and click the link in the invitation again, re-enter her access code and this time it worked.

    Her submission code for the successful submission is 5110645223126249477 and the credit card tx date and time Oct 26, 22 13:35:22

    The record that I assume encountered the same scenario and how do I know that there must have been a similar problem is when I looked at the submission and noticed the empty fields (other then the fact they didn’t have an issue the access code) and were missing the spreadsheet to Jotform prepopulated fields. The submission code for this entry is 5110601840222186746 and the credit card tx date and time Oct 26, 21 12:23:04. Just so happens that this entry and the successfully enter above appear next to each other in the table. So, the issue with the attempted submission above that I was on the phone with the user occurred just after the submission that is missing the required data.

    Checking the file being upload through spreadsheet to Jotform, the record looks fine.

    1635337273_6179443955549_

     

    Submission 5109761870972915506  Tx date Oct 25, 21 13:03:07 is missing the spreadsheet to Jotform prepopulated fields. All other fields where completed. Was the required field option not working, I am not sure? It is possible that this user completed all the required fields, maybe.

    Checking the file being upload through spreadsheet to Jotform, the record looks fine.

    1635337295_6179444f0b191_

    Did the respondent fill out the hidden fields? No.

    The majority of the fields are required. You should be able to tell which are required by looking at the form.

    Please let me know you findings

    Regards,

    Chris

  • Profile Image
    Lorenz_A
    Answered on October 27, 2021 at 10:02 AM

    Hello Chris,

    We are truly sorry for the inconvenience.

    The hidden fields showing in the form might have happened to the first user only, I'm not sure why it's visible on the user view, but there might be a glitch that occurred when the first user you are referring to access the form. Users who view the form may occasionally, and rarely experience peculiar issues with the form, which is why I have cleared your form's cache from our server, in hopes that it'll fix the issue both with the hidden fields and prepopulating the field.

    Now, if the issue persists again, do let us know and we'll have our back-end team further investigate this.


  • Profile Image
    chrisholland
    Answered on November 02, 2021 at 01:44 PM

    Hello,

    It has happened again today.

    A respondent was able to complete the form without filling out the required fields.

    And the spreadsheet to Jotform widget that is suppose to prepopulate select fields failed to execute.

    The Transaction ID time and date 021121-15:56:44

    Submission ID = 5116778040521466294

    We need an answer and a solution so this does not happen again.

    Chris


  • Profile Image
    Jovanne_A
    Answered on November 02, 2021 at 05:36 PM

    Hi,

    Apologies for the inconvenience.

    Can we ask your permission to send a test submission directly on the form so we can check?

    Also, it would be best if you can provide us with screenshots of the issues as additional details when we escalate this to our developers.

    GUIDE: how-to-post-screenshots-to-our-support-forum

    Just to confirm, the submission IDs with issues on required fields are 5116778040521466294 and 5110645223126249477, is that correct?

    Please let us know so we can check further.

    Thank you.


  • Profile Image
    chrisholland
    Answered on November 03, 2021 at 07:06 AM

    Hello,

    Yes you can send a test submission. Where there is an access code requirement you can use my code. LFS303A.

    I do have the Unique Question option turned on if my access code does on allow for the saving of the entry, let me know and I will provide another.

    The submission IDs are

    5116778040521466294 

    5110601840222186746

    5109761870972915506

    There is noting wrong with 5110645223126249477

    It seems that I cannot upload all of the images. Is there another way I can get the images to you, perhaps by email


  • Profile Image
    Lorenz_A
    Answered on November 03, 2021 at 08:55 AM

    Hi there,

    I checked the submissions you provided, and I can see that fields that were supposed to be prepopulated are empty, and required fields are blank, which should not let them submit the form, since it's mandatory.

    I did a test submission in your form, using the code you shared, but I can't seem to replicate the issue.

    The fields were successfully prepopulated, and I was not able to proceed to the next page without filling out the required fields.

    I have escalated this issue to our back-end team so they can further check the problem.

    We'll keep you posted here.




  • Profile Image
    chrisholland
    Answered on November 04, 2021 at 11:31 AM

    Hello,

    Checking to see if there is an update regarding this issue

    Chris

  • Profile Image
    Kevin_G
    Answered on November 04, 2021 at 02:02 PM

    Unfortunately, we have not received any updates regarding this ticket, I however performed a test and this seems to work as expected.

    I also cleared your forms cache, you may also check and confirm if the problem persists, I will also ask our back-end team for updates, we will keep you updated via this ticket.

  • Profile Image
    chrisholland
    Answered on November 05, 2021 at 06:46 AM

    This has happened again.

    Required fields not completed

    Nov 4th

    Here is a screen capture of time and date.

    1636108987_61850abbe320f_


  • Profile Image
    Lorenz_A
    Answered on November 05, 2021 at 07:31 AM

    Hi there,

    We apologize for the inconvenience.

    I have forwarded that info to our devs as well.

    Once there's an update available, we'll let you know here.

    Thank you.

  • Profile Image
    chrisholland
    Answered on November 05, 2021 at 03:11 PM

    Here is another one that did not get completed.

    1636139089_61858051ecf9c_

    We need this fixed. What is the delay with the Developers responding. There are 2 records today that they can inspect.

    This is our first time for using Jotfom, we have several other forms that we will need to produce in the near future and possibly annually and the stability of you service is in question.


    --------------------------------------------------------------------

    Here is another one from today Nov 7, 2021


    1636320349_6188445d0e366_


    It's been 2 day since the previous message and now I am adding another and still no answer from support.

    Answers!

  • Profile Image
    chrisholland
    Answered on November 09, 2021 at 09:29 AM

    Out standing, no reply from support for over 4 days.

    I did use the access code of one of the entries that failed to populate fields and failed to enforce the required field option. The outcome was that I was able to completed the renewal with test data and the process did prepopulate fields and the required field option did work.

    So, my finding indicate that the data that was uploaded into the spreadsheet to form widget was not the issues.

    Pointing back to a failure with the application.

    I know your response will be the generic

    Hi there,

    We apologize for the inconvenience.

    I have forwarded that info to our devs as well.

    Once there's an update available, we'll let you know here.

    Thank you

    One thing guys, if you wait long enough the timeframe for the completion of the form by the respondents will have ended.

  • Profile Image
    Jovanne_A
    Answered on November 09, 2021 at 09:43 AM

    Hi,

    I understand and agree with your frustration, and our team is working actively to resolve the issue. Our developers have marked the issue as important. It is a priority for us to resolve it at the soonest possible time.  

    Unfortunately, due to the nature of development cycles, we can't give you an ETA as to when it will be fixed. I have sent our backend team a message to ask for any progress regarding this issue. We'll notify you immediately once we receive an update from them.

    I realize this does not help you work around this at the moment, and I apologize for that. We are working to resolve it as soon as we are able to. 

    We thank you for your patience and understanding.

  • Profile Image
    chrisholland
    Answered on November 09, 2021 at 03:33 PM

    Here is another entry today that managed to move pass a required field without entering something


    1636489920_618adac0d57e5_

  • Profile Image
    Jovanne_A
    Answered on November 09, 2021 at 04:50 PM

    Hi,

    Thank you for this additional information.

    I will send a heads-up to our development team to check on this. Rest assured that we will inform you via this support thread as soon as we have more information.

    Thank you for your patience and understanding.

  • Profile Image
    chrisholland
    Answered on November 10, 2021 at 10:12 AM

    I was speaking with one of the respondents about their experience during the online entry and they said that they filled out all the required fields.

    They did not receive and error message during the process.

  • Profile Image
    Amos_W
    Answered on November 10, 2021 at 11:34 AM

    Hey there,

    I have sent a reminder to our widgets team to see if there is any progress,

    If there is any update we will let you know here in this thread,

    Please let us know if there is anything else we can assist you with,

    Thank you