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    Email Notifications: Image in email fails intermittently when session is involved.

    Asked by cmsacomms on June 23, 2016 at 08:41 AM

    Hi,

    Below are the notifications that have come through - with no image thumbnails.

    Re splitting the threads - whatever works best to solve the issues. If they're not related to each other in any way that's fine. 

     

     

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    JotForm Support

    Answered by Chriistian on June 23, 2016 at 10:28 AM

    Hi,

    Please inform me it this is still the correct form that has issue - https://form.jotform.com/61741592508964.

    I cloned it and was able to replicate the issue. In your email notification, can you please change the {IMG:pleaseUpload:300} to {IMG:pleaseRead:300}? Please see below.

     

    Let us know how it goes.

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    Answered by cmsacomms on June 26, 2016 at 08:41 PM

    Hi, the thumbnail appeared the first time but now I'm having a strange problem where, when I'm going from the first form session to the second form, the details of the previous submission are appearing (see screengrabs 1 and 2 below). When I attempt to submit it gives me an erro) (screengrab 3). I can go back and re-submit again but email notification field skips the image thumbnail field completely (screengrab 4).

     

    1/ Previous form's submission details are appearing (this should instead display the current details from the first form)

    2/ Previous form's image submission displaying.

    3/ When you try to submit, it generates an error.

    4/ There is no field in the notification email to display the image thumbnail

     

     

     

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    JotForm Support

    Answered by Chriistian on June 26, 2016 at 10:20 PM

    1. I was able to replicate the issue. However, this only occurs when using the same email address from the previous session. If you use a different email address, the current details should appear instead of the previous ones.

    2 and 3. This issue also occurs when the entry is the same as the previous session. You will need to reupload the image to submit the form without any errors.

    4. I was also able to replicate the issue here. The image field does not appear in the email notification that I received. Please allow me some time to investigate this further and I will let you know on this thread once I am done checking.

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    JotForm Support

    Answered by Chriistian on June 26, 2016 at 10:30 PM

    After further tests, it appears that the issue was resolved after updating the email notifications. I removed the {IMG:pleaseRead:300} field and replaced it with a new one. Can you please try doing so on your end to see if that resolves the issue?

     

     

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    Answered by cmsacomms on June 27, 2016 at 08:50 PM

    Hi, I added a new field for the photo thumbnail in the notification email. However the consecutive tests (listed below) after doing this have shown inconsistent results - sometimes working and sometimes not, and I'm finding it difficult to determine the variable between submissions in order to possibly identify the issue. I thought the problem might have been something to do with the widget navigation (jumping between pages using this instead of using 'Next' buttons, and it not properly saving sessions), but the lasts few tests I strictly used just the 'Next' buttons to navigate through the form and the thumbnail image still didn't display in the notification email. The field at least is displaying consistently, just not the image.

    Also, it was decided to split this discussion thread from the other thread about images in dropbox , however the testing below showed that when the image thumbnail in the notification DID appear, the image attachment in dropbox ALSO appeared. So I believe the current issues ARE related and may give a clue as to what is the problem here.

     

    TEST RESULTS

    Test 1 - worked (ie. image displayed in the notification email AND image attachment in dropbox)

    Test 2 - didn't work (ie. image did not display in the notification email AND no image attachment in dropbox)

    Test 3 - worked

    Test 4 - didn't work

    Test 5 - didn't work

    Test 6 - didn't work

    Test 7 - worked

    Test 8 - didn't work

    Test 9 - didn't work

    Test 10 - didn't work

    test 11 - didn't work

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    JotForm Support

    Answered by Chriistian on June 27, 2016 at 10:20 PM

    I did some more tests with the submission. I see that it does show inconsistent results. I will be making some more tests on the cloned form to see what may be the cause of the issue. I will let you know on this thread once I am done testing. Regards.

     

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    JotForm Support

    Answered by Chriistian on June 27, 2016 at 10:28 PM

    It appears that when using session, sometimes the image in the email is seen, sometimes the image doesn't show. However, it seems to be working correctly if the form is submitted without a session. When I test the Clone of Pr Diary 2017 Questionnaire NEW and made submissions directly there, the images can be seen successfully.

     

    But if I use the first form and then submit the second form, the image in the email works intermittently. Due to this, I will have to send this issue to our backend team for further investigation.

     

     

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    Answered by cmsacomms on July 07, 2016 at 06:59 PM

    Hi, any word on this? After sending out the form publicly and getting few a few responses the thumbnails don't seem to be coming through in the notification email at all (not just intermittently). So it's seems like it was even worse than before (where it was working at least some of the time).

     

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    JotForm Support

    Answered by Chriistian on July 07, 2016 at 10:20 PM

    Unfortunately there are currently no updates on your concern. I will contact our backend to see if there are any news. In the meantime, perhaps you can use the new "Send Uploads as Attachment" feature that we have released as an alternative. This feature allows you to receive uploads as attachments in your email notification.

    To turn it on, simply go to the notifications wizard, select the Advanced tab and hit Yes.

    If we receive any news on your concern, we will let you know.
    Regards.

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    Answered by cmsacomms on July 08, 2016 at 05:17 PM

    Ok, I tried that. Unfortunately upon test submissions this feature doesn't seem to be working either.

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    JotForm Support

    Answered by NeilVicente on July 20, 2016 at 08:22 AM

    Hi,

    The problem was caused by the user submitting the form before the file could be saved to the session. We have just released a fix for this—submit button will be disabled while the files are being saved to the session.

    Please note, however, that this fix is not retroactive and will not be able to bring back the lost files. We are really sorry about that.

    Best,