BMI Widget is not being filled by patients even if it is set as Required

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    shhaider
    Asked on January 12, 2022 at 06:07 AM

    Hi, we have got 2 registrations from patients in different time spans who didn't fill their BMI values, this field is required and is shown when we edit their submissions but no sure, why they haven't filled it.
    This can also be the case, that they filled it but we didn't get this in both our google sheet integration and tables/inbox. Or maybe this has something to do with browser/device used?
    Can you please look into depth so we can prevent it for all future registrations, Thank you

    Submission ID: 5176858192253221159
    USER DEVICE AND BROWSER

    Mozilla/5.0 (iPhone; CPU iPhone OS 14_7 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/190.1.416438978 Mobile/15E148 Safari/604.1

    Form's link: https://form.jotform.com/220054861519454


    1641985650_61deb672ae385_




  • Profile Image
    Christian
    Answered on January 12, 2022 at 07:08 AM

    Hi,

    Thank you for contacting support.

    I cloned, tested your form on a HIPAA compliant account and was not able to replicate the issue. It will not let me continue unless the BMI Calculator widget is filled.

    1641988785_61dec2b1bf0ed_Screen Shot 202

    I cleared form cache, tried multiple browsers, tried incognito, and cleared browser cache and issue still did not occur, it's possibly account/form related. I am raising this to our developers for further investigation. We are unable to provide a time frame as to the resolution but you will be notified through this thread as soon as an update is available.

    Should you have additional queries, please let us know.

    Thanks & Regards,



  • Profile Image
    shhaider
    Answered on January 12, 2022 at 07:30 AM

    Thank you, we will be waiting for an update from your side.

  • Profile Image
    shhaider
    Answered on January 21, 2022 at 06:49 AM

    Hi, another patient filled the form without filling his weight and height in BMI widget.


    USER DEVICE AND BROWSER

    Mozilla/5.0 (Linux; Android 11; SM-G981U) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/97.0.4692.87 Mobile Safari/537.36


    Submission ID: 5185518168534590259


    Form's link: https://form.jotform.com/220054861519454


    Please send a follow up to your developers team as this field is very important and it has already been many days but we have got no update from your end.

    Thank you

  • Profile Image
    Raymond
    Answered on January 21, 2022 at 08:06 AM

    Hi there,

    I'm sorry to hear about your experience!

    I have gone ahead and made another clone of your form in a HIPAA-compliant account. I'm afraid that we still weren't able to reproduce the issue as it still required me to complete the BMI data.

    1642770085_61eaaea582d04_

    Rest assured, this ticket is already escalated and our development team will be investigating this as soon as possible and get back with an update.

    In the meantime, please feel free to leave any questions you have.

  • Profile Image
    shhaider
    Answered on January 22, 2022 at 10:54 AM

    Thank you! We will be waiting.

  • Profile Image
    shhaider
    Answered on February 18, 2022 at 09:23 AM

    Hi, it's almost been a month but we haven't got any update from your end again.
    From all the history, I might think that Mozilla/5.0 is causing this issue since it is common among all these patients.

    Today this issue happened again with one of our patients and we didn't get their BMI field.
    Submission ID: 5209486164311285681
    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:97.0) Gecko/20100101 Firefox/97.0

    Please fix this as soon as possible, not sure how to reach out to your backend team or manager directly as we are not satisfied with your help.

    1645193946_620faada812b6_

  • Profile Image
    Kim
    Answered on February 18, 2022 at 09:41 AM

    Hi,


    We apologize for the inconvenience. Since this ticket has been escalated, we can't give an ETA because it will be purely depend on our developer team workload. Rest assured, that we will get back to you as soon as we receive an update. Thank you for your patience.

  • Profile Image
    Sheena
    Answered on February 24, 2022 at 06:17 AM

    Hi there,

    Thank you so much for your patience and understanding.

    We were informed by our developers that this issue is already fixed.

    Could you kindly check it on your end?

    Let us know if the issue still persists

    Kind regards,

  • Profile Image
    shhaider
    Answered on February 24, 2022 at 09:17 AM

    Thank you very much. If we see this error again, we'll let you know here.

  • Profile Image
    shhaider
    Answered on February 25, 2022 at 10:20 AM

    We have received many submissions without bmi widget in last few days.

    All of them were before your update that the issue but resolved but one of submissions was after that update which means it has not fixed completely.

    Submission Date

    Feb 24, 2022 7:15 AM

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/98.0.4758.102 Safari/537.36

    Submission ID

    5215141221322225553

    Please get this fixed as soon as possible, thank you!

  • Profile Image
    Marijoy
    Answered on February 25, 2022 at 11:19 AM

    Hello there,

    Thank you for the update you shared and we apologize for the inconvenience.

    Let me share this information with our back-end developers and we will reach out as soon as we receive a response from them.

    Thank you for your understanding.

  • Profile Image
    shhaider
    Answered on February 25, 2022 at 11:22 AM

    Thank you

  • Profile Image
    shhaider
    Answered on March 17, 2022 at 02:15 PM

    Hey, we replaced the widget with a new one as we haven't heard back from your team from 15 days but same issue is happening in there as well.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:98.0) Gecko/20100101 Firefox/98.0

    Submission ID

    5232710282015852670

    Form's link: https://hipaa.jotform.com/220054861519454

  • Profile Image
    Kat
    Answered on March 17, 2022 at 04:01 PM

    Hi shhaider,

    Thank you for the update! I have included this in the ticket and reached out to our team.

    We appreciate your continued patience and understanding. As soon as we hear back from our team, we will be sure to update you via this thread.

  • Profile Image
    shhaider
    Answered on March 17, 2022 at 04:17 PM

    Thank you, please add that this is a very important matter for us.

  • Profile Image
    shhaider
    Answered on April 02, 2022 at 10:51 AM

    Hi, we still haven't got any update?
    Same issue happened today as well.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Linux; Android 10; SM-G965U) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/96.0.4664.104 Mobile Safari/537.36 OPR/67.1.3508.63168

    Submission ID

    5245744469312652082

    Form's link

    https://form.jotform.com/220054861519454

  • Profile Image
    Leonidas
    Answered on April 02, 2022 at 01:04 PM

    Hello shhaider,

    Thank you for reaching out to Jotform Support. We apologize for the inconvenience that this has caused you. I will include this details on the escalated ticket. I will also do a follow up to our back-end developers.

    We appreciate your patience and understanding.

  • Profile Image
    shhaider
    Answered on April 03, 2022 at 07:22 AM

    Thank you

  • Profile Image
    shhaider
    Answered on April 09, 2022 at 04:16 PM

    Hi, we got this issue again in our new form. I wonder why your team doesn't fix this issue? We have reached out to your many times already but there's still no progress over this.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/100.0.4896.75 Safari/537.36

    Submission ID

    5252510744044249536

    Form's link:

    https://form.jotform.com/220786001139450

  • Profile Image
    Basil
    Answered on April 09, 2022 at 06:39 PM

    Hi shhaider,

    Our team is working on resolving the issue but the issue is taking a long time as we are unable to replicate it.

    Can you set the field "Clear Hidden Field Values" to Don't clear in case it is causing the field to clear itself?

    1649543834_62520a9a4f764_

    We will notify you as soon as we have any updates regarding the issue.

  • Profile Image
    shhaider
    Answered on April 10, 2022 at 06:56 AM

    The issue is always with this browser:
    USER DEVICE AND BROWSER

    Mozilla/5.0 (Linux; Android 10; SM-G965U) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/96.0.4664.104 Mobile Safari/537.36 OPR/67.1.3508.63168

    We cannot change the setting that you've referred as it affects our forms functionality and slows it down too much

  • Profile Image
    Myla
    Answered on April 10, 2022 at 07:19 AM

    Hello Syed,

    Thank you for your response. This has been provided to the back end team to thoroughly look into it. As soon as we have update, you will be notified via this thread.

    We appreciate your patience and understanding while we investigate this further.

  • Profile Image
    shhaider
    Answered on April 11, 2022 at 03:03 PM

    Thank you

  • Profile Image
    shhaider
    Answered on May 01, 2022 at 06:03 PM

    Hi any update?
    This issue happened with one of our patient's submission today as well.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:99.0) Gecko/20100101 Firefox/99.0

    Submission ID

    5272445254804308614

    Form's link:

    https://form.jotform.com/220962399134461

  • Profile Image
    Rahul
    Answered on May 01, 2022 at 11:12 PM

    Hello shhaider,

    Unfortunately, we don’t have an update yet. I know that it’s taking some time to resolve and that is very stressful. I’ve marked this as a Priority and reached out to our Developer Team again. 

    We’ll let you know as soon as there is an update. Thanks for your patience and understanding.


  • Profile Image
    shhaider
    Answered on May 02, 2022 at 05:29 PM

    Thank you!! We will be waiting again

  • Profile Image
    shhaider
    Answered on May 13, 2022 at 09:55 AM

    Same issue again, now with a new form!

    Please check this, it is now getting very frustrating for us to wait as it has now been many months

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/101.0.4951.54 Safari/537.36

    Submission ID

    5282264655754136538

    Form's link:

    https://form.jotform.com/221175056706453

  • Profile Image
    Sheena
    Answered on May 13, 2022 at 10:24 AM

    Hi shhaider,

    I understand that this is frustrating for you and that it is taking longer to solve than expected. We need just a bit more time to come up with a solution. I've gone ahead and made a follow up to the assigned team.

    We really appreciate your patience and understanding. 



  • Profile Image
    shhaider
    Answered on May 14, 2022 at 04:08 AM

    Thank you, we will be waiting again

  • Profile Image
    shhaider
    Answered on May 19, 2022 at 11:20 AM

    Hi, same issue again with more submissions. We didn't get BMI widget values on our end.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_6) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/14.0.2 Safari/605.1.15

    Submission ID

    5287390710527214293


    USER DEVICE AND BROWSER

    Mozilla/5.0 (Linux; Android 12; LE2117) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/101.0.4951.61 Mobile Safari/537.36

    Submission ID

    5287363532648905897

  • Profile Image
    Dragana
    Answered on May 19, 2022 at 11:53 AM

    Hello Syed Hussain Haider,

    We understand how difficult and stressful this is. I have forwarded the new information to our backend team; therefore, rest assured we will get back to you once we receive an update.

    Your patience and collaboration are highly appreciated.


  • Profile Image
    shhaider
    Answered on May 19, 2022 at 12:23 PM

    Thank you!

  • Profile Image
    shhaider
    Answered on June 10, 2022 at 11:29 AM

    We are using "Don't clear" settings in our form since your team has not been of any help to us from months. but now, we've got a submission in which the BMI widget is still lost

    Submission ID

    5304138624327078869

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/100.0.4896.127 Safari/537.36

    Form's link:

    https://form.jotform.com/221175056706453


  • Profile Image
    Kat
    Answered on June 10, 2022 at 12:35 PM

    Hello shhaider,

    Thanks for letting us know!

    I have made sure to update the ticket with the new information you've provided us here and also reached out to our development team. Thank you for your patience while we’re looking into this. Although we don’t have a solution yet, rest assured, we’ll keep working on this until it's resolved. We’ll get back to you as soon as we have an update.

    In the meantime, let us know if you have any other questions.

  • Profile Image
    shhaider
    Answered on June 23, 2022 at 06:35 AM

    One more submission without BMI:

    Submission ID

    5317432401512508183

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/102.0.5005.115 Safari/537.36

    Form's link:

    https://form.jotform.com/221175056706453

  • Profile Image
    Marlon
    Answered on June 23, 2022 at 06:40 AM

    Hello shhaider,

    I've added the submission and all the information you provided. This will help our back-end team to look for possible solutions to rectify the issue.

    If you have any further questions, please let us know.

  • Profile Image
    shhaider
    Answered on June 24, 2022 at 02:44 PM

    Hi, same issue again with one more submission. We didn't get BMI widget value on our end.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/102.0.5005.124 Safari/537.36 Edg/102.0.1245.44

    Submission ID

    5318277621224998468



  • Profile Image
    Leonidas
    Answered on June 24, 2022 at 04:02 PM

    Hello shhaider,

    Thanks for reaching out to Jotform Support. I've added this information to the escalated ticket. This will help our Back-end Team to further investigate the issue.

    Let us know if you have any other questions.

  • Profile Image
    shhaider
    Answered on July 04, 2022 at 03:50 PM

    Hi, same issue again with one more submission. We didn't get BMI widget value on our end.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/103.0.5060.66 Safari/537.36 Edg/103.0.1264.44

    Submission ID

    5325950474418351896

  • Profile Image
    Rhina
    Answered on July 04, 2022 at 03:56 PM

    Hi shhaider!

    Thanks for getting back to us. We sincerely apologize for the inconvenience.

    I have added this information to the escalated ticket. Our Developer Team is working on the issue as fast as they can. As soon as we have an update we’ll let you know.

    We appreciate your patience.

    Thanks shhaider!

  • Profile Image
    shhaider
    Answered on July 05, 2022 at 04:17 PM

    Hi, same issue again with one more submission. We didn't get BMI widget value on our end.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Macintosh; Intel Mac OS X 10.13; rv:101.0) Gecko/20100101 Firefox/101.0

    Submission ID

    5318286349897873058

  • Profile Image
    Carlo
    Answered on July 05, 2022 at 07:32 PM

    Hello Shaider,

    I have added this information to the escalated ticket. Thank you for your patience while we’re looking into this. Although we don’t have a solution yet, rest assured, we’ll keep working on this until it's resolved. We’ll get back to you as soon as we have an update.


  • Profile Image
    shhaider
    Answered on July 27, 2022 at 11:08 AM

    Hi, same issue again with one more submission. We didn't get BMI widget value on our end.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/103.0.0.0 Safari/537.36

    Submission ID

    5346902892024154393

  • Profile Image
    Jovanne
    Answered on July 27, 2022 at 12:01 PM

    Hello Shaider,

    I have added the new submission ID to the bug report ticket. If there are any updates, we’ll circle back to this thread and let you know.

    In the meantime, let us know if you have any other questions.

  • Profile Image
    shhaider
    Answered on August 04, 2022 at 03:05 PM

    Hi, same issue again with one more submission. We didn't get BMI widget value on our end.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:103.0) Gecko/20100101 Firefox/103.0

    Submission ID

    5354413194958458210

    Form's link:

    https://form.jotform.com/221805766556262

  • Profile Image
    Dragana
    Answered on August 04, 2022 at 04:18 PM

    Hello Syed,

    Thanks for sharing new details about the issue you're experiencing with the BMI Widget. I have forwarded it to our backend team for further investigation, and we'll get back to you as soon as we receive an update on the matter.

    Your patience and collaboration are highly appreciated.


  • Profile Image
    shhaider
    Answered on August 25, 2022 at 06:10 AM

    Hi, same issue again with one more submission. We didn't get BMI widget value on our end.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Macintosh; Intel Mac OS X 10.15; rv:103.0) Gecko/20100101 Firefox/103.0

    Submission ID

    5371798781845701831

    Form's link:

    https://form.jotform.com/221805766556262

  • Profile Image
    Israel
    Answered on August 25, 2022 at 06:15 AM

    Hello Syed,

    Thanks for getting back to us. Unfortunately, we haven't received word yet from our developers regarding this issue. They are still working on this but I'll make another follow-up with them to see if there are any updates that we can share with you. Rest assured that we'll notify you here immediately once we receive any sort of updates from them.

    Thanks for your patience and understanding, we appreciate it.

  • Profile Image
    shhaider
    Answered on September 13, 2022 at 03:32 PM

    Hi, same issue again with one more submission. We didn't get BMI widget value on our end. It's with different form.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/105.0.0.0 Safari/537.36

    Submission ID

    5388032405582982765

    Form's link:

    https://form.jotform.com/222303110703435

  • Profile Image
    Parker
    Answered on September 13, 2022 at 04:26 PM

    Hello Syed,

    Thanks for getting back to us. Unfortunately we haven't heard anything back yet on this issue. I have tried reaching out to the developers again but can't provide any ETA of when they will get back to us or it will be resolved. Once we hear anything though we'll be sure to update you here.


  • Profile Image
    shhaider
    Answered on September 30, 2022 at 01:33 PM

    Hi, same issue again with one more submission. We didn't get BMI widget value on our end. It's with different form.

    USER DEVICE AND BROWSER

    Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_6) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/15.6.1 Safari/605.1.15

    Submission ID

    5403580147254154393

    Form's link:

    https://form.jotform.com/222303110703435

  • Profile Image
    Christopher_L
    Answered on September 30, 2022 at 02:11 PM

    Hello Syed,

    Thank you for the additional information you provided. I also went ahead and added this information to the escalation ticket created by my colleague. Moreover, I also requested an update from the team working on this issue.

    Reach out again if you need any other help.