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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    I seem to be getting a lot of incomplete submissions.

    Asked by johneff on October 29, 2014 at 01:20 PM

    I guess my question is how is it possible for my form to show a $0 on a submission and then get an incomplete?

    Shouldn't the form submit and payment be unable to send anything if the payment isn't made or the form is incomplete?

     

    my form is here:

    http://form.jotformpro.com/form/41553590732960

    BTW: because of this, I just went to my PayPal account preferences and turned IPN on and used the Jotform URL

    you specified in the user guide. will this make a difference?

    Page URL:
    http://njfoodsafe.com/registration.html

    Submissions JotForm form submit IPN paypal account
  • Profile Image

    Answered by Ben on October 29, 2014 at 03:56 PM

    Hi,

    If your IPN was not turned off, then yes, you would get all of the payments as incomplete and turning it ON will help you with that.

    Since you have already turned it on I presume that you were already able to see the difference.

    Now even with the IPN on, if someone closes the browser, you would capture that as an incomplete payment, but all others would get processed accordingly.

    Please take a look at this guide for more on IPN (if needed): Paypal Incomplete Payments FAQ

    Do let us know if you have any further questions.

    Best Regards,
    Ben

  • Profile Image

    Answered by johneff on October 30, 2014 at 09:51 PM
    Ben, thanks for the reply.

    Unfortunately, I am still seeing the incompletes. What is troubling is that the form looks as if it is
    completely filled in, however the form calculates the price when the boxes are checked and
    it should show an amount. But instead the amount is $0.

    I did a test with the form and filled it out completely , then closed the page. In this test, I did not
    receive an incomplete. Then I filled out another form and hit the PayPal pay button. When I was
    redirected to PayPal, I just closed the browser window. In this case, I did receive an incomplete
    and the amount shown in the incomplete was the proper amount.

    So now, I really don’t know what is happening and if people are having a problem or not.

    If you need a screenshot of the incomplete form, please let me know.

    Best Regards,
    John


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  • Profile Image
    JotForm Support

    Answered by ashwin_d on October 31, 2014 at 12:28 AM

    Hello John,

    I did check your web page where you have embedded your form and did not find any issue with that. It seems to be working fine. 

    I also check your form's submission page and see that you have received few submission records with "0" as "Total Due" and "Total Cost". As the submissions seems to not marked as incomplete submissions, it seems the issue could be related to the customer's browser. The most likely cause of this issue could be that in user's browser, JavaScript must be disabled. I would suggest you the following steps to resolve this issue:

    1. The very first steps is to use your form's iFrame embed code to embed it in your web page. This will ensure that there is no code conflict. The following guide should help you in grabbing your form's iFrame embed code:  http://www.jotform.com/help/148-Getting-the-Form-iFrame-Code 

    2. Add "NoScript" widget in your form. This will ensure that the user will not be able to submit form if the JavaScript of their browser is not enabled. 

    After completing these steps, lets wait and monitor. Do get back to us if the issue persists.

    Thank you!

  • Profile Image

    Answered by johneff on October 31, 2014 at 11:51 AM
    Hello Ashwin,

    I took your advice and just included the java widget on the form. Then I went to the Java Control Panel and disabled
    Java in the browser.

    But the form still shows in the browser and the widget doesn’t display the message.

    The form is here:
    http://njfoodsafe.com/registration_test.html

    John

    ...
  • Profile Image

    Answered by Ben on October 31, 2014 at 01:29 PM

    Hi John,

    My colleague did not mean Java, but JavaScript. There is a huge difference in the two, although they are titled very similarly and quite often mistaken one for another.

    Now, what my colleague wanted to say is that you are using js embed method which means that your visitors need to have javascript enabled to see the jotforms, but this code is also susceptible to conflicts from other javascript code on your website, which could result in the submission be made properly one time and not the other.

    Because of this my colleague Ashwin recommended to use iFrame embed method instead and in the same time to add the NoScript widget because iFrame method would show the jotform even without javasctipt.

    To avoid any confusion, please do the following:

    1. remove current embedding method code

    2. add iframe embed code instead ( Getting the Form iFrame Code )

    3. test and let us know how it goes.

    Best Regards,
    Ben

  • Profile Image

    Answered by johneff on October 31, 2014 at 03:31 PM
    Hello Ben,

    Yes, this was my bad, I did confuse Java with javascript.

    However, I did disable javascript in Firefox using the about:config and with the widget on my form,
    I did not receive the widget message. In addition, using the IFrame method now breaks my form collapse
    when choosing a course or a test. This happens even if i adjust the form height, the collapse appears to be
    truncated.

    Just to make sure that it wasn’t anything else going on, I decided to use an #include of the IFrame form on my page.

    The page with the #include is here: http://njfoodsafe.com/registration_test.html

    The form used in the #include is here: http://njfoodsafe.com/IFrame_form.html


    John.



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  • Profile Image
    JotForm Support

    Answered by jonathan on October 31, 2014 at 05:07 PM

    Hi John,

    With this statement...

    " I did disable javascript in Firefox "

    I would not recommend doing this.

    Most code functionality of jotform requires the javascript to be enabled. Script codes will certainly NOT work if the browser'ss javascript is disabled.

    I suggest you turn ON the javascript in your browser OR use instead other browsers that have the javascript enabled and then do further test and observe if the issue is consistently happening.

    Inform us if the problem remains.

    Thanks.

     

     

  • Profile Image

    Answered by johneff on October 31, 2014 at 05:21 PM
    Well how else would I test to see if the noscript widget works?

    ...
  • Profile Image
    JotForm Support

    Answered by jonathan on October 31, 2014 at 06:31 PM

    Hi,

    There must be a misunderstanding on how it should be done. We apologize for the confusion.

    The NoScript option suggested by my colleagues previously was not to disable the javascript in your browser used.

    What we meant was to add the Widget to your form.

    This widget http://widgets.jotform.com/widget/noscript which is named NoScript Widget.

     

    Add this widget to the jotform and just leave the browser's javascript to default ON as is.

    Do not disable the browser's javascript.

    Hope this provides clarity on the issue. Kindly inform us if there is more we can assist you with.

    Thanks.

     

     

     

  • Profile Image

    Answered by johneff on October 31, 2014 at 07:11 PM
    Yes, I think we are now on the same page.

    My understanding of the noscript widget is to alert the user that javascript is turned off and
    in order to use the form they must turn it on. Am I correct?

    So, I turned it off in my browser to test the widget.

    The result is the widget message is not displayed.

    John

    ...
  • Profile Image

    Answered by Ben on October 31, 2014 at 07:42 PM

    Hi John,

    Unfortunately testing things like that is not actually blocking javascript, you have in fact been turning off something else.

    If you want to check how it looks without javascript being enabled, I would suggest taking a look at this addon for FireFox: noScript. I use it on all my browsers and it does beauty. It is quite a daunting thing to use every day since you must know what to enable, etc if you are not familiar with it.

    This is what I saw when I went to the jotform on a browser that did not allow it first.

    so I can confirm that it is working properly.

    In addition, using the IFrame method now breaks my form collapse when choosing a course or a test. This happens even if i adjust the form height, the collapse appears to be truncated.

    I just took a look at both pages and I see what the issue is.

    You have made the form collapse option both non visible and closed in the same time. Then hidden them again with the conditions.

    Please note that if you close them and then hide the form collapse there would be no way for the fields to get shown, they would constantly be hidden, no matter of the conditions.

    To fix this, just set the form collapse to be invisible but open and that should resolve the issue.

    Do let us know how it goes.

    Best Regards,
    Ben

  • Profile Image

    Answered by johneff on November 01, 2014 at 05:11 PM
    Ben,

    Thanks, that seemed to fix it.

    Now the form is in an iFrame and has the javascript check.

    Also made one other change and posted the cost on the form. Maybe
    a lot of people just fill it out just to see how much and then abandon
    the page.

    I’ll see if we continue to get the incompletes.

    Best Regards,
    John

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  • Profile Image
    JotForm Support

    Answered by jonathan on November 01, 2014 at 06:14 PM

    Hi John,

    Contact us again anytime should you need our assistance.

    Thanks.