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

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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

    File uploads for going through consistently.

    Asked by akotoulas on February 24, 2012 at 01:24 PM

    We have a form that accepts file uploads all day long. However, although the majority of transfers go trough successfully, about 20% error out. According to our clients, after they click on the upload (multiple) button and select their file (1-50MB) to upload, the little spinning arrow starts, the percentage goeas up to 100% and then it fails. Someone reported an "error on script" at the bottom of the browser (unkown flavor). Some times the form just goes through fine but without the corresponding upload.

    Is there a remedy for that? It is creating a logistical nightmare for us. Any help will be appreciated.

    Page URL:
    http://www.posterpresentations.com/html/order_and_upload.html

  • Profile Image

    Answered by fxr on February 24, 2012 at 03:35 PM

    Hello,

    I am a little concerned about the script embed you are using. This may serve as an explanation as regards these problems with your file uploads. 

    Can you update it to this, please?

    <script type="text/javascript" src="//form.jotformpro.com/jsform/12653955031"></script>

    After making that change, please do one further test to make sure its working OK, then monitor the situation going forward and let us know if problems persist. 

    The occasional failed upload is always likely to happen, but 20% is much too high a loss rate. 

  • Profile Image

    Answered by Art Kotoulas on March 09, 2012 at 12:49 PM

    Hello. I tried your suggestion and unfortunately we had worse results. The failure rate was 50%.

    I don't have a way of knowing if this was the result of "Client failure" or script failure. I have heard clients mentioning that the upload goes to 100% and then says "Fail". If a fail occurs it sems that they can still proceed.

    This morning we had file transfer failure with another form also. So I don't this the problem is form-specific.

    One thing all these forms have in common is that they all use the "Send Multiple"option. Could that be an issue?

    Let me know if you have any other suggestions. We need to find a solution fast.

    Art

  • Profile Image

    Answered by ItalyTech on March 09, 2012 at 03:04 PM

    Hi, I've tested for two times your form and seems to work fine, but you indicate that it works for an high percentuage of usage. BTW, can you indicate us which browser user uses when transfer fail ?

     

    I've used Firefox. I think it's a JS error but we need some test. Thanks. Alessandro

  • Profile Image

    Answered by akotoulas on March 09, 2012 at 03:52 PM

    Thank you for your fast responce.

    Assuming it's the browser is a logical assumption and i am going to ask my staff to aske the clients when the problem occurs. However, here is why i don't think it's the browser.

    When an upload fails,  and since we still have the remaining results of the form, we send an email to our clients with a link to another form:
    http://www.posterpresentations.com/html/revised_uploads.html

    Most of the time this form works (but not always). It is unlikely that they change browser to use this link.

    One thing that may be a factor is the file size. Most failed files are larger than 3MB but, of course, not always....

    So I don't have a good solution. Any suggestions?

    Art

  • Profile Image

    Answered by ItalyTech on March 09, 2012 at 03:57 PM

    I'm testing again your form. I decrease file uploads size limit from 1Gb to 100Mb. Now i Try to send more files and let us see if it works or not.


    Alessandro

  • Profile Image

    Answered by akotoulas on March 09, 2012 at 04:43 PM

    Thank you, we'll wait and see. I'll let you know by tomorrow.

    Art

  • Profile Image
    JotForm Support

    Answered by Mike_T on March 09, 2012 at 05:09 PM

    I have made several tests, but I was not able to reproduce the problem.

    You may also switch your Multiple Upload to Single Upload fields to see if that makes any difference.

  • Profile Image

    Answered by ItalyTech on March 09, 2012 at 05:12 PM

    I'm testing right now form.. I've decreased file size limit.. I think that it's the problem or JS error.. (but I think 1st), because old file size limit was 1Gb.. BTW i'm uploading more files right now.. Tomorrow we see results in order to solve any problems.

    Alessandro

  • Profile Image

    Answered by ItalyTech on March 09, 2012 at 06:14 PM

    I confirm that form work good. I've uploaded several files and not receive any errors during upload.

    I suggest you to not increase file size limit again or at least not to set it too high.


    Hope it helps.

    Alessandro

  • Profile Image

    Answered by akotoulas on March 12, 2012 at 02:02 PM

    Hi Alessandro,

    This size adjustment has (so far) worked much better. We had 18 uploads and only 1 failed. That's within acceptable range especially since we don't know yet why it failed. If the performace changes I'll let you know.
    Thank you for the help ...and the music :)

  • Profile Image

    Answered by ItalyTech on March 12, 2012 at 02:08 PM

    Hi, Ok let us know if you have other errors..

    Sorry for the music but I've tried to upload a lot of mp3 files :)

     

    Best Regards,

    Alessandro

  • Profile Image

    Answered by akotoulas on March 14, 2012 at 08:42 PM

    Hi Alessandro,

    Here is another update since the last time you tested the form. March 12.

    57 successful form orders with mostly one SUCCESSFUL file upload. Some had multiple file uploads within the same form.

    8 succesful form orders with FAILED file transfers.

    So I don't know what to make of it. It is not predictable as you already know and not easily replicated but it happens daily. Another form also preforms the same way so I don't think it's this particular form. From asking the clients, the browsers used were IE and Firefox. Don't know the versions. Windows only. If you have any suggestions or questions please feel free to let me know.

    Art

  • Profile Image
    JotForm Support

    Answered by mliz on March 14, 2012 at 11:57 PM

    Have you tried using the iFrame embed option in your website? I noticed that there are JavaScript codes in your page which may have conflict with the forms code. For those submissions with failed upload files the most likely cause is that the form's scripts fail to check if the file is completely uploaded before sending the submission to JotForm's server.

    Using the iFrame embed code does not create conflict with the websites script since the form is called within an iFrame.

    Hope this information helps.