Files Uploading Inconsistently / Multiple Upload Issue

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    gpcwebs
    Asked on August 18, 2011 at 08:03 PM

    I have a form with a File Upload button and have enabled the Multiple File option. The File Upload field is a required field.

    The form went live on 7/10/11. All submissions until 8/15/11 included the files that were uploaded. Since 8/15/11 there have been 13 submissions and 4 of the submissions did not include uploaded files, only the completed form. Three separate people completed the 4 submissions and all three tell me their files appeared to have uploaded before they submitted the form and that they did not see any messages about leaving the page and did not click on the Leave Page button. I have obtained the files that failed to upload. They are all within the size range allowed (none are larger than 2MB and several are quite small) and are the correct file type (all are jpg's).

    I have tried to recreate the problem and the only way I can is if the files have not completed uploading when I click the submit button and then I click on the Leave Page button. This will submit the entry form but the uploaded files do not appear.

    Please help. The entry deadline for this event is August 31 and submissions will be increasing between now and then.

    Thanks.

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    gpcwebs
    Answered on August 18, 2011 at 08:28 PM
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    NeilVicente
    Answered on August 18, 2011 at 08:29 PM

    Hi,

    The problem is most likely caused by a conflict between scripts in your website and the form's validation scripts. It is possible that the form's scripts fail to check if the file is completely uploaded before sending the submission to JotForm's server.

    Is it imperative to use Source code to embed your form? If not, then I advise you to use iFrame codes to embed the form.

    To get your form's iframe codes:

    1.  Go to Setup & Embed tab
    2.  Click Embed Form
    3.  Click iFrame
    4.  Copy the codes provided in the succeeding screen

    Another possibility, although remote, is that the browser they used did not have JavaScript turned on. In that case, the only solution is to advise them to enable JavaScript so that the form would work. Below are links for instructions on how to enable JavaScript in different browsers.

    Firefox | IE | Chrome | Safari

    Please try these solutions then get back to us if problem still persists. We'll be looking forward to your updates. Thanks!


    Neil

  • Profile Image
    gpcwebs
    Answered on August 18, 2011 at 08:45 PM

    Thanks for your help. I have used Source code to embed the form although I don't have the control over the appearance of the form that I did have. If it works consistently from here on out, I will live with the appearance. I'll let you know if there are any more problems.

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    gpcwebs
    Answered on August 23, 2011 at 04:35 PM

    After using Source code to embed the form on 8/18/11 as you instructed above, I received 4 more forms that included the uploaded files and one this afternoon that did not. Again I checked with the person using the form and she confirms that everything indicated her 3 files were uploaded prior to her submitting the form. She did not receive any error messages. I did notice that her form was "Pending" for quite a long time, but she said she had to make some changes in PayPal. All 5 of the forms that have failed to upload files had 3 files each attached. I have checked the sizes and they do not exceed the maximum file upload size. My understanding is that the maximum file upload size is for a single file and not for the total? Is that correct? Even combined most of them do not exceed the maximum file size. This is the only constant I can find between all the failures of the files to upload. Should I remove the multiple file option and only allow uploading of one file at a time? The Page URL is the same as above. What other suggestions do you have?

    Thanks.

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    NeilVicente
    Answered on August 23, 2011 at 10:08 PM

    Hi,

    There should be no problems with the file size restriction as the limit is 1GB per file and clearly, files uploaded to your form are quite small.

    Anyway, what I did ask you to do is to embed the form using iFrame codes not Source codes.

    To get your form's iframe codes:

    1.  Go to Setup & Embed tab
    2.  Click Embed Form
    3.  Click iFrame
    4.  Copy the codes provided in the succeeding screen

    When you're done updating the codes, ask them to try uploading to the form again. Let us know how it goes from here on.


    Neil

  • Profile Image
    gpcwebs
    Answered on August 24, 2011 at 11:30 AM

    My apologies. I misread your answer as "It is imperative to use Souce code", when you said "Is it imperative". I am now using the iFrame coding. Other than placing the code in it's own frame, I don't understand how this is much different from Source code and how it is going to solve the problem. But it is done and we will see. Thank you yet again for taking the time. Sorry for the misunderstanding.

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    gpcwebs
    Answered on August 25, 2011 at 11:02 AM

    Have now had 2 more forms submitted since changing to the iFrame coding yesterday. The files uploaded fine for the first one, the other, there were no files. I am going to turn off the multiple file option and see if that makes any difference. Any other suggestions you have would be appreciated.

  • Profile Image
    NeilVicente
    Answered on August 25, 2011 at 01:37 PM

    Please do try turning off multiple file upload then let us know how it works for you. We're very eager to hear your updates. Thanks!


    Neil

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    gpcwebs
    Answered on August 25, 2011 at 04:55 PM

    Problem is not improving. Three more forms submitted since I turned off multiple files. On the first two, the 3 files uploaded came through fine. On the third, none of the images appeared, but 2 of the 3 file names are in the submissions area for this record ID 180113564991525449. When I click on the link to the image, I get this error message:

    AccessDeniedAccess DeniedB8FB7B615D4DA7A87vGOexO6QGv1QIpOBMIHy2PwVGzPUhC6RUipcWpHH8vaqEkEbd7EHMbLq4fsgiZM

    A fourth form crashed in the middle and all the entries were lost. Please help if you can.

    I have now removed all other scripts from the page, so there should be no conflicts.

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    NeilVicente
    Answered on August 25, 2011 at 11:41 PM

    Hi,

    Did you delete the original upload field which was set to allow multiple files? If yes, you were given a warning by the form builder to not delete it because the data associated to it, i.e. the uploaded images, will be deleted as well.

    I submitted your form twice and did not experience any problems. The files were successfully uploaded and are now appearing on the form's submissions page. Could it be your users' internet connection that's causing this issue?


    Neil

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    gpcwebs
    Answered on August 26, 2011 at 11:33 AM

    Yes, I saw your testing. Thank you. As I said this problem is intermittent. Oftentimes the upload works correctly, but not always. I did extensive testing before rolling this form out and never had an issue. I am at a loss as to the problem. Yes, it may be their connection, but I know at least 2 were submitted over a stable DSL connection.

    No I didn't delete the original upload field. The previously uploaded images are still available. Thank you for your help on this. I have not had any submissions since I removed all remaining scripts from the page. If removing the multiple file option and scripts and using the iFrame code doesn't fix it, I don't know what else to try. I'll let you know if there are any more problems. We used a different solution last year and had many problems with file uploads and email attachments. This is a much better solution especially with the DropBox integration, but I had hoped for fewer issues.

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    bgenrich
    Answered on August 26, 2011 at 05:59 PM

    I have had a similar problem but I suspect it has to do with how long a person is away from their computer before they hit the submit button. I almost think there may be a "time out" if say for instance a person begins a download, walks away for lunch...comes back some time after the time-bar has finished the upload and hits "submit". I've seen this in action on my own computer. It says that the file uploaded....so that person would think that everything was ok.....but the actual action times out and never proceeds for some reason. I still get an e-mail notification, with no link, so I have to contact my customer and ask them to hit the submit button shortly after it finishes the download.

     

    I was looking for a solution to my problem when I came across your thread here. I'd be interested if my theory is something that the Neil or anyone else at jotforms has considered before.

     

    Brian

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    NeilVicente
    Answered on August 26, 2011 at 11:05 PM

    @Brian

    That seems like a plausible reason. I will ask our developers about this cache timeout thing and will advise you shortly.

    @gpcwebs,

    Just like you, I am at a loss for possible reasons as to why this problem still persists for your clients. The only other possibility, athough very unlikely, is that they were using browsers with javascript disabled. But since they encountered this problem when the form was embedded using the script embed codes, if javascript was really disabled, then they wouldn't have been able to use the form in the first place.

    Another possibility is that they may be using browsers that are not one of the most popular browsers. Or they could be using a mobile device such as an iPad, or another tablet, perhaps?

    I wish I was able to recreate the problem so we can solve this once and for all. Anyway, let us know if this happens again. If possible, please ask them for details about the browser they're using. Thanks!

     

    Neil

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    Brian
    Answered on August 27, 2011 at 10:50 AM

    Thanks for looking into it Neil.

    Regarding recreating the problem.......Have you tried to upload a large file and leave it for a half hour after its uploaded before you hit the submit button? I have been able to recreate it with firefox, and every time I have asked my clients to re-send but hitting submit shortly after the upload finishes it seems to work. This fact should eliminate the javascript problem as one of the potential reasons (at least in my case), unless the javascript is part of the reason that it is timing out.

    Looking forward to what the jotform guru's have to say.... :)

     

    Brian

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    gpcwebs
    Answered on August 27, 2011 at 11:51 AM

    Brian, I think you are probably right in your assessment. It seems to me eliminating the multiple file option should eliminate the time out problem as the files don't upload until the submit button is pushed. Had 9 submissions last night. They all worked just fine, aside from one that the files did not go to the DropBox but did upload and I retrieved them from the JotForm database. Previously if there was a problem, the files wouldn't show up anywhere, so that is an improvement. Of course the form no longer has the multiple file option, is using iFrame coding, and I removed all other scripts from the page. After I take the form down on 8/31, I will restore the multiple file option and test as you suggest. Thanks so much for the input. Since we do this show annually, I will need the form again next year, and I too would like to know if there is a cache timeout issue.

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    bgenrich
    Answered on August 27, 2011 at 11:57 AM

    Hi GPC,

     

    Mine happens with multi or single file uploads.....and i use it daily for customer file uploads to our printing business. it is set up to accept multi, but if that solved the problem, I could try to change it.

     

    Looking forward to what Neil has to say this next week.

     

    Brian

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    NeilVicente
    Answered on August 29, 2011 at 03:15 PM

    @gpcwebs

    Glad to know that you are able to receive uploaded files now, although I'm a little concerned about the files not being able to upload to your Dropbox account. Would you mind opening a new thread for it so we can investigate that problem? Thanks!


    Neil

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    weidnersignage
    Answered on June 21, 2012 at 12:27 PM

    Is there a new thread or an answer to this problem? We are having the same issue with files not being uploaded. We're using the iframe option and with a multiple upload field. After testing Brian's theory of it timing out if not pressed right after the upload is finished, we determined that it is indeed timing out. 

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    gpcwebs
    Answered on June 21, 2012 at 12:46 PM

    Never heard anything further on this. As stated in my 8/27/11 response, I removed the multiple file upload field, used the iframe option and removed additional scripts. Minimal problems after that, but I was able to recreate the cache timeout situation once I restored the multiple file upload option after the form was removed from active use. I don't believe there was anything further on this and I would like to know if there was as I have a number of forms that I would like to use the multiple file upload field but have not because of these problems.

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    Brian
    Answered on June 21, 2012 at 02:29 PM

    I haven't seen any updates on this either, and ocassionally I have to send a note to someone that uploaded to us, to do so again and hitting the "submit" button shortly after the upload is ready to submit.

     

    The problem with this is that it is not uncommon for customers to leave their work area when uploading artwork etc... and they dont understand why it would time out. Everything looks as if it went through properly, but it doesn't.

     

    I'm hoping for a solution as well.

     

    Thanks,

     

    Brian

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    Mike_T
    Answered on June 21, 2012 at 05:16 PM

    We are sorry for any possible inconveniences.

    However, it is really hard to catch the bug with Multiple Upload (if there is any). To test mentioned timeout issue I have uploaded a file using Multiple Upload, then submit a form after about 50 minutes. As far as I can see, my test submission went through with attached file.

    If some forms with Multiple Uploads are not stable from your side, please create a separate thread for each case, so that we will be able to check each issue more carefully.

    Thank you for your patience and cooperation in this matter.