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    Customer submission fields sometimes blank.

    Asked by catrolls on March 16, 2014 at 10:49 AM

    RE:  My "PRE-ORDER STEP 1" form's submission.

    Submission link:  http://www.jotform.com/submissions/40660548290960

    Precise embeded location:  http://www.halosleep.tw/868/

    The problem:  I have had one customer sign up using their unique link www.halosleep.tw/868/  The prblem is that the following 2 fields did not show up in the submission:  input_252 and input_252   ..... actually they did show up but both of their values incorrectly showed $0.

     

    Note: One of these fields is supposed to show the total amount and the other is supposed to show 30% deposit amount.


    When I test form submission in JOTFORM PREVIEW MODE:  no problems  - both fields come out fine
    When I test form submission using www.halosleep.tw/868/ :  still no problems - both fields come out fine
    QUESTION:  Why did my client's submssion SHOW BOTH FIELDS as "0" (zero)?  Notice the client's submission at:  http://www.jotform.com/submissions/40660548290960
    Page URL:
    http://www.halosleep.tw/868/

    Submissions JotForm problem style size
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    Answered by Tigrislyn on March 16, 2014 at 10:53 AM

    Having the same issue, open another ticket for this issue and another.

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    Answered by catrolls on March 16, 2014 at 10:55 AM

    Interesting.  So far, JotForm's support has been pretty great for me... so I'm still waiting for their answer.  Did you ever get an answer?

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    Answered by Tigrislyn on March 16, 2014 at 11:06 AM
    Not yet. The issue just started. So, maybe it's something on their end with update/upgrades. Just a guess.
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    Answered by catrolls on March 16, 2014 at 11:10 AM

    BTW TO JOTFORMS SUPPORT:   I pulled up my Webstats on this particular customer, and they were using an iPhone when submitting the form.  Not sure if this helps.

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    JotForm Support

    Answered by Welvin on March 16, 2014 at 01:42 PM

    Hi,

    I cannot yet confirm if this is a conflict to the page since you are using the form source codes but probably, the answer is yes.

    Did you embed the form using the source codes for a purpose? If possible, kindly try re-embedding your form using our iFrame Method: Getting the Form iFrame Code. This shouldn't create any conflict to the page. We then advise to monitor your form submissions, if it still comes as zero, please be sure to contact us. So far, the calculation is working fine, and I can see it configured correctly. It's a bunch of formula, by the way :)

    Additionally, advise your customer to fill up your form using a computer. It's a long form, and I think filling it up using an iPhone or any mobile device is not too convenient.

    Thanks

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    Answered by catrolls on March 16, 2014 at 09:52 PM

    Thank you for your answer.  Yes, it's a bunch of formula.

     

    1.)  For this form I used iWeb.  So I clicked on "embed form" then "iweb" then clicked on the "secure" check box, and the selected and copied the code.  I'm not sure if this is what you mean by source code.

    2.)  I then inserted an HTML snippet using Iweb into my page.  Then pasted the code from JotFrom into this snippet.

    3.)  I then manually in iweb, made the length of my form much longer than the original, by pulling the bottom side of my HTML snippet.  (Since I'm using collapse forms, I have to do this otherwise every time people open the different sections of the forms, it extends past the original form parameters.)

    ------

     

    Perhaps more importantly, is that the above procedures (with the exception to changing the paremeter size) is the instructions that JOTFORM gives it users.

    Also, the above procedures work in both JOTFORM PREVIEW mode AND on my EMBEDED PAGE.

    I guess the question is, why is it not working for some customers?  Could it be a BROWSER COMPATIBILITY or COMPUTER COMPATIBILITY issue?  As you can see in the submission I provided above:  input_252 and input 254 came in as "0"  Why?  For you and me it seems to be working, but why did it not work for that particular customer?

    You will notice, that in the above submission form, this customer selected 15 ITEMS.  Those 15 items should show some values in the following fields:

    input_254 FIELD should show some TOTAL VALUE x 0.05 tax:  but it came out zero

    input_252 FIELD should show a 30% security deposit:  but it came out zero

    NOTE:  it makes sense that 252 is empty because it relies on 254.  If 254 is empty then 252 should also show 0.  But who knows if that is why it is really empty.

    PLEASE ADVISE, as there is about only 7 DAYS LEFT for this pre-order.... and our business clients are not going to be pretty happy - and neither will we. 

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    Answered by catrolls on March 17, 2014 at 03:22 AM
    Any updates? ps, I tested the form using iPhone and no problems. So I don't think customers iphone had anything to do with the problem.
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    JotForm Support

    Answered by TitusN on March 17, 2014 at 09:24 AM

    Hello,

    There are no- evident script errors on your page.

    Using different protocols (a mix of https and http) on the same page has been known to raise problems with some browsers - like mobile browsers which adopt a minimalisting feature capability.

    Having said that, please try re-embedding the form using the non-SSL version of the embed form

    The other option would be for you to get an SSL certificate for your website.

    Please let us know if this helps.

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    Answered by catrolls on March 21, 2014 at 09:38 AM

    IMPORTANT... our customers have been complaining taht our forms DON'T SHOW correct calculations.

     

    The problem is exactly as mentioned above.  Field_252 and Field_254 are both showing a value of "0" even though several items on the pre-order form were ordered.

    Once again, your test and my tests at the embed link and preview mode are working fine.  Why does it not work for our customers.

    NOTE:  I prefer not to disable SSL as this is a service that I have paid for and it obviously does not seem to be the problem in this issue.

    PLEASE CHECK MY LAST SUBMISSION FOR my PRE-ORDER STEP1 form.  You wil see how these 2 fields are showing "0."

    NOTE:  They also showed zero in MY NOTIFICATION e-mail and the customers AUTO RESPOND e-mail.

    In this case, the exclusive form used was at:  www.halosleep.tw/656 

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    JotForm Support

    Answered by TitusN on March 21, 2014 at 11:04 AM

    Hello,

    Understood. Sorry about that.

    Please try embedding the form using the Iframe embed code which prevents script conflicts and possible environmental factors that might prevent your form from working as expected.

    Encrypted content (SSL) takes time to load because the user's browser and our servers need to create a handshake to encrypt the communication - so some features - including the scripts responsible for the calculation - might load after the rest of your page loads up - and possibly cause runtime errors on your form - sporadic, but possible. 

    The Iframe would resolve this by loading all the content for your form - including the scripts and CSS - even over SSL.

    Please let us know if this helps.

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    Answered by catrolls on March 22, 2014 at 03:02 AM

    Respectfully, it would be great if these problems did not exist.  I use iWeb and our staff used your iWeb form code.  Now to have to circumvent this problem by using non-iweb code requires us to repaste the form into numerous accounts.

    Also now the THANK YOU PAGE is  sometimes not working correctly.  The THANK YOU PAGE for the last submission, did now show the customer's e-mail.  Fortunately, it showed up in the NOTIFICATION e-mail... but who knows what showed up in the customer's AUTO RESPOND form.

    Also the "PCS" field on the NOTIFICATION, SUBMISSION, THANK YOU , and AUTO RESPOND all showed "0"  (IN THIS LAST SUBMISSION)  IT was supposed to show a value of I believe "48."  BTW, this last submission was done by us on a MAC... NOT A MOBILE DEVICE.

    Also, the fields which you can select on the sidebar when designing THANK YOU PAGES... sometimes have different input values.  WHEN designing the THANK YOU PAGE at JOTFORMS online, I will click on an e-mail field and the input value will sometimes show {e-mail} and other times show {e-mail_xxx} or some other input value.  Constantly changing.

    I realize there are bugs and no system is perfect. BUT if these problem are not fixable... we might have to request cancellation of service.

    Thank you.

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    JotForm Support

    Answered by Welvin on March 22, 2014 at 03:54 PM

    You are right there but if the issue is server wide, we will surely receive a bunch of reports here in our Support Forum. It's working to our end and working to yours as well so it's possible that the issue might be related on how the user fill out the form. Let me mention a few factors here:

    1. It could be that the submitter is using an older version of a browser, for example, Internet Explorer 8 which is a bit outdated. Our calculation feature works best if you are using a new version of IE. Say, IE compatibility issue. If you search the iWeb Support, you'll notice that they too has an issue with IE8.

    2. The submitter may have experience a possible conflict. Since you are using the source codes, there's a chance that users won't notice that the form validation, the scripts are not working causing the issue to happen to their end. Conflicts are sometimes caused by mixing Javascript Libraries to a single page.

     

    I tested the form, select the options and leave some of it empty. But here, this screenshot shows that it's working fine:

     

    I submitted the entries and see my email address on the thank you message page:

    ..same information on the autoresponder email I received from your form.

     

    Also, the fields which you can select on the sidebar when designing THANK YOU PAGES... sometimes have different input values.

    -You will see a different field names or tags if you change your form field label. That won't show a different name or tag if you don't change any of your form field label. And, the system won't change it for any means.

     

    I realize there are bugs and no system is perfect. BUT if these problem are not fixable... we might have to request cancellation of service.

    -Our apologies if this cause you any troubles and inconvenience. We'll surely do our best to help you fix this. That's always our commitment to our customers/users. 

    -Our first step here is to change your form embed codes to our iFrame Method: Getting the Form iFrame Code. I know this requires additional time on your end but should help us on finding the real cause of the issue. Also, iFrame method should help in many cases.

    I hope this helps and please update us here for the results.

    Thank you.