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  • Profile Image

    Uploading an image to the form is not working

    Asked by sampgc on August 23, 2016 at 05:04 PM

    I'm trying to upload an image to a form and it repeatedly is inserting an image I previously used last year. I've removed the image and tried re-uploading the correct file multiple times, but it keeps replacing it with the earlier file. Is there a way for me to clear previously used files from the system?

    image field
  • Profile Image
    JotForm Support

    Answered by jonathan on August 23, 2016 at 09:51 PM

    You can remove first the default image then try uploading again.

    I could not reproduce this issue when I test on my end using a clone of your form https://www.jotform.us/form/62327777133156

    Here is a video during my test.

    When you upload a new image, make sure also that the dimensions were at acceptable size. You can change the width and height in the box below the image to resize it.

    Let us know if still not working for you.

     

  • Profile Image

    Answered by sampgc on August 23, 2016 at 10:45 PM
    yes I have been removing the default image before uploading and changing the dimensions to suit- that's not fixing the problem of old images replacing the ones I wish to upload.
    Is there a way to clear out the cache of previously used images?
    __
    Samantha Laffey
    Design & New Media Manager
    Pittsburgh Glass Center
    5472 Penn Avenue
    Pittsburgh, PA 15206
    412-365-2145 x208
    www.pittsburghglasscenter.org
    saml@pittsburghglasscenter.org
    facebook.com/pittsburghglasscenter
    twitter.com/pghglasscenter
    ...
  • Profile Image
    JotForm Support

    Answered by jonathan on August 24, 2016 at 12:01 AM

    It could also be an issue on your browser's cache itself. 

    Please try also closing the browser and retry it in incognito or private mode.

    Can you also do it one image at a time. I see that there were already a lot of image field in the form which doesn't have any assign image yet.

    I suggest your remove all the image field, and add them one at a time after only successfully uploading the image you need in the form.

    Continue updating us if still not resolve.

     

  • Profile Image

    Answered by sampgc on August 24, 2016 at 08:45 AM
    The number of images is because I cloned a previous form and I already removed all the previous images. The default jotform image automatically replaced those images when I removed them. I have only ever tried to upload one image at a time (I don't even know how to do it any other way!)
    It cannot be my browser's cache. The previous images that it's loading are from a year ago and I know I've cleared by my cache multiple times since then. This is really frustrating.
    __
    Samantha Laffey
    Design & New Media Manager
    Pittsburgh Glass Center
    5472 Penn Avenue
    Pittsburgh, PA 15206
    412-365-2145 x208
    www.pittsburghglasscenter.org
    saml@pittsburghglasscenter.org
    facebook.com/pittsburghglasscenter
    twitter.com/pghglasscenter
    ...
  • Profile Image

    Answered by sampgc on August 24, 2016 at 08:45 AM
    Please see attached screenshots. You can see in the first the image I am
    trying to upload and in the second, the image that JotForm is actually
    showing from last year. I am using a different computer than yesterday so
    it's not an issue of a cache.
    __
    Samantha Laffey
    Design & New Media Manager
    Pittsburgh Glass Center
    5472 Penn Avenue
    Pittsburgh, PA 15206
    www.pittsburghglasscenter.org
    *saml@pittsburghglasscenter.org *(This
    is the best, fastest way to get ahold of me in most cases.)
    facebook.com/pittsburghglasscenter
    twitter.com/pghglasscenter
    instagram.com/pittsburghglass
    ...
  • Profile Image
    JotForm Support

    Answered by jonathan on August 24, 2016 at 09:44 AM

    Hi Samantha,

    I did cloned your form also but as you can see on my previous response, I was still able to easily update the images of the image field.

    Here is the cloned form I test https://form.jotform.com/62358155630960

    Would it be ok to try first my suggestion of removing all the Image field and add them one at a time? The way I see it, you will be doing the same process anyway as you will be changing the image of each Image field (unless I am mistaken). 

    Please let us know if this can work for you.

    Thanks.

  • Profile Image

    Answered by sampgc on August 24, 2016 at 10:45 AM
    Hi Jonathan-
    I already told you. I have removed the image field and have been uploading one at a time (I don't know of a way to do it any other way...)
    I understand that you cloned my form and can't replicate the issue but that doesn't help me because the problem still persists.
    I've asked multiple times and you still haven't answered me: is there a way to clear out previously used images from JotForm? That would probably fix this.
    Sam
    __
    Samantha Laffey
    Design & New Media Manager
    Pittsburgh Glass Center
    5472 Penn Avenue
    Pittsburgh, PA 15206
    412-365-2145 x208
    www.pittsburghglasscenter.org
    saml@pittsburghglasscenter.org
    facebook.com/pittsburghglasscenter
    twitter.com/pghglasscenter
    ...
  • Profile Image
    JotForm Support

    Answered by david on August 24, 2016 at 11:58 AM

    I am also unable to reproduce the issue on my end.  There may be something to do with the number of images in your form and trying to update the images rather than replacing the image fields.  Here is a copy of the form with all the image fields removed:

    https://form.jotform.com/62365133898970

    You can clone that copy to your account and it should allow for you to add new images.

    http://www.jotform.com/help/42-How-to-Clone-an-Existing-Form-from-a-URL

  • Profile Image

    Answered by sampgc on August 24, 2016 at 12:45 PM
    That just makes more work for me, so is ultimately unhelpful.
    Again, is there a way to clear out previously used images from
    JotForm?
    __
    Samantha Laffey
    Design & New Media Manager
    Pittsburgh Glass Center
    5472 Penn Avenue
    Pittsburgh, PA 15206
    412-365-2145 x208
    www.pittsburghglasscenter.org
    saml@pittsburghglasscenter.org
    facebook.com/pittsburghglasscenter
    twitter.com/pghglasscenter
    ...
  • Profile Image
    JotForm Support

    Answered by david on August 24, 2016 at 01:08 PM

    The process of adding the new images would be the same, it would only require dragging a new image field instead of clicking on the old one.  There is no way to remove previously used images from our system other them manually deleting them via their URL one by one.  If the image URLs are not changing for your fields to begin with, removing the images from our system would not change anything.  The URL's would point to broken links instead of the current images.

  • Profile Image

    Answered by sampgc on August 24, 2016 at 01:45 PM
    But I have to add the field in and the image. That's an extra step which I'd have to do over 100 times for this particular form.
    I don't understand what you are saying about broken links. I am uploading new images. I don't understand when I repeatedly point to a new image that the form is filling an old one. This is a problem with your program and just because you can't replicate it doesn't mean it's not a problem. Ridiculous.
    __
    Samantha Laffey
    Design & New Media Manager
    Pittsburgh Glass Center
    5472 Penn Avenue
    Pittsburgh, PA 15206
    412-365-2145 x208
    www.pittsburghglasscenter.org
    saml@pittsburghglasscenter.org
    facebook.com/pittsburghglasscenter
    twitter.com/pghglasscenter
    ...
  • Profile Image
    JotForm Support

    Answered by david on August 24, 2016 at 01:59 PM

    If we cannot reproduce something on our end across multiple computers, it is highly unlikely that the issue is in our end.  I was able to successfully replace images in your copy of the form and save it without issue. It is rather difficult for us to fix an issue we cannot replicate.  I am not saying it not happening on your end, simply that it is not happening on ours.

    I understand the workaround involves an extra step, though it is a very small step that would only take an extra few seconds for each.  If adding the images does work when adding new fields and updating them does not, it may be the only alternative. 

    We can also forward this to our developers to have a look, though that make take substantially more time for a response than it would to recreate the fields.

  • Profile Image

    Answered by sampgc on August 24, 2016 at 02:46 PM
    I understand but I've now replicated the issue across multiple computers. So I'm frustrated not being able to do the work I need to do.
    I have not been able to test your theory because I'm on the road today and your site doesn't work at all on mobile. When I am able I will test re-adding the fields and photos one at a time as you suggest.
    __
    Samantha Laffey
    Design & New Media Manager
    Pittsburgh Glass Center
    5472 Penn Avenue
    Pittsburgh, PA 15206
    412-365-2145 x208
    www.pittsburghglasscenter.org
    saml@pittsburghglasscenter.org
    facebook.com/pittsburghglasscenter
    twitter.com/pghglasscenter
    ...
  • Profile Image

    Answered by sampgc on August 24, 2016 at 07:45 PM
    I've now tested your theory of adding the image fields anew and it appears
    to work. I want to be clear, however, that it is not the same process I was
    trying to do and does add significant time and hassle. Specifically, it now
    inserts the photo directly into the form at whatever size it wants and I
    have to go back to edit it to make it display at my desired size. My way,
    this was done in a single step and eliminated additional clicks.
    Furthermore, this amounts to essentially rebuilding the form completely and
    makes it so that the "clone" feature is ultimately useless to me.
    So thanks for your help but I'm still incredibly frustrated at your
    software for not working the way it should.
    ...
  • Profile Image
    JotForm Support

    Answered by jonathan on August 24, 2016 at 09:10 PM

    Thank you for updating us on the status and letting us know you found a working solution now.

    We understand your frustration as well.

    If I understand corrctly, it has to do with the new UI. I will relay also your comment/feedback to the backend team so that they can review it and hopefully help them in improving the Form Builder.

    Contact us anytime if you require further assistance.

    Thank you.