File upload issue

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    Asked on December 27, 2011 at 01:21 PM

    Hi -- For the most part my jotforms have been performing great and it's a cool solution.

    But I see a random occasional problem with file uploads.

    Some of this might be user error (or occasional blips with dropbox integration?). Here are the issues:

    1. Occasionally we'll get a form email notification with no file upload indicated. My form is set to require file upload and whenever I test filling out form and submitting without uploading a file I get the alert and it doesn't submit the form (as expected). And yet I had a guy today who somehow submitted with no file upload.

    2. The other thing we'll see at times is that someone will upload multiple files, but we wind up missing one of the files in dropbox. When I go look in jotform submissions I've found the missing file and can download it from there, but somehow it never got to dropbox.

    Both these issues happened today with the same user. The user submitted the form with 4 files attached. In dropbox we only got 3 files. A co-worker asked the client to resend the mising file (she didn't know how to check the submissions in jotform). When the client submitted the form with the single file, we got the email notification with info from the text form fields, but still no uploaded file. 

    I logged into jotform and found the missing file in the original (first) submission from the client, but saw no file on the 2nd attempt. I downloaded the missing file and then went to the form on my site and submitted it to make sure it wasn't damaged somehow and causing some sort of submission problem -- the file submitted fine for me.

    I'm not sure if there is some way a user could be doing something that would allow them to submit a form without a required upload file (or maybe certain browsers allow a form submission to happen without a file upload?) My other thought for Issue #2 is a glitch between jotform and dropbox occuring randomly or a user on my end grabbing the dropbox folder too soon and it hasn't finished uploading all the files to there?

    Thanks for any ideas. It seems like I might be able to explain Issue #2 on user errors, but Issue #1 has me stumped.


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    Answered on December 27, 2011 at 05:49 PM

    Hello Kim,

    We are sorry for the inconveniences caused.

    1. Multiple upload required field option is based on javascript, but unfortunately, javascript may work differently in different browsers. That is why, for example, it is possible to submit an empty file using Internet Explorer (and you will see no file attached under submissions), but javascript will not allow to submit an empty file in other browsers. I am sorry to say, but multiple upload tool might have more bugs related to other browsers.

    The solution is to use several simple upload elements instead of one multiple upload element. You can also recommend your customers to use up to date internet browsers.

    2.  I have downloaded mentioned 4 image files, and tried to reproduce the issue with the dropbox integration. However, I was not able to reproduce the problem using different browsers. All the files were successfully uploaded to both jotform and dropbox accounts.

    If you reproduce the problem again, can you please ask your client(s) about their browser versions? It might help us to investigate the problem.

    Thank you for cooperation.

    Please let us know if you need any further assistance.

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    Answered on December 27, 2011 at 06:06 PM

    Hi Mike_T,

    Thanks for the response. Yeah, I kinda suspected IE might be the culprit - but hadn't gotten a chance to get to a PC to test the theory yet. Is there a way to have a hidden field that captures the user's browser type info so we can automatically get it in our email notification without needing a back and forth with the client?

    The missing file thing is random and has only happened a few times. I have instructed the person responsible for monitoring and downloading files from dropbox not to immediately pounce and grab them when she gets the notification. I'm kinda suspicious that she might have been a little over-eager and grabbed things too soon.

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    Answered on December 27, 2011 at 06:51 PM

    We do not have any tool for browser information capturing. However, it might be possible to check the browser type in your hosting account logs. You can see the IPs of submitters in Submissions, and then compare the IPs in hosting logs.

    Please feel free to contact us if you have any other questions.