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    I am sometimes receiving duplicate submissions with the same submissions date on IE

    Asked by technicall on September 29, 2016 at 08:36 AM

    Whilst doing some of my own testing, I just noticed I received the same submission 3 times even though I only submitted that data once.

     

    One arrived at 8:08pm, one at 8:09pm and one at 8:17pm.

     

    What could be causing that ?

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    JotForm Support

    Answered by Charlie on September 29, 2016 at 12:00 PM

    May I know which of your forms you got the duplicate submissions? I checked the form titled "Bellevue Enrolment Form 2017" but I can't seem to find duplicate submissions.

    Duplicate submissions shouldn't be possible, unless your browser is resubmitting it for some reason. Example, your auto fill feature in your own browser or your form is enabled, and the form link was left on a tab, every time the browser or the tab is opened, the browser tries to submit the form again. Another is that there might have been a network issue at the time of submitting the form, forcing the browser to re-try submitting it again.

    Regardless, please do provide us additional information so that we can check it in our end.

    We'll wait for your response.

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    Answered by technicall on September 29, 2016 at 08:25 PM

    Hi,

    It is the same form.  https://form.jotform.com/61987719597985

    I had deleted the submission data because it is only a test and I want to keep the data clean.  We are expecting about 100 families to submit this form over the next week or two to complete their enrolments for kindergarten.

    I just ran another test on my PC using Internet Explorer again, and the SAME thing happened.  I have left the submission data this time for you to see.
    Submission Dates

    30-09-2016 09:53:42

    30-09-2016 09:53:44

    30-09-2016 09:53:44

    I filled out the form without any issues and pressed submit just ONCE.  The submit appeared to work fine and I got the thumbs up message that it was successful.   I then got three emails and 3 submission records for the one form submission.

     

    I just tried using CHROME, and this only submitted ONCE.

     

    If you do any testing using our LIVE form, can you please put the word "TEST" in the family name so  can distinguish the test data from the real data.

     

    thanks.

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    JotForm Support

    Answered by Chriistian on September 30, 2016 at 03:43 AM

    For the best experience, we do recommend using the latest browsers such as Chrome and Firefox or Edge, since Internet Explorer is no longer supported by Microsoft.

    I sent a test submission to your form using IE and I was able to see the issue that you are referring to. I only submitted once, but when I checked your submissions, there were 2 submissions there.

    However, I can't seem to replicate the issue on a test form that I created. https://form.jotform.com/62731895922970 

    Can you please try clearing the form cache and your browser cache to refresh your form? If the issue still persists, please let us know.

     

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    Answered by technicall on September 30, 2016 at 07:43 AM

    That is incorrect, Internet Explorer is currently supported by Microsoft.  It is the only browser they provide for those people on Windows 7 and Windows 8.  In Australia, the vast majority of corporate users are on Windows 7.

    I'm currently using the latest version of Internet Explorer and I'm using it, as well as Chrome and Safari to do our testing.  My PC is running windows 7 and Edge is not supported in the OS.

    We cannot dictate which browser our customers will use so we need to make sure that it works for all browsers, as long as they are the latest version.

    Since you can replicate the issue on our form, how can it be the cache on my machine?  When you tested it, you would not have access to my cached files?

    Do you know what is causing the multiple submissions as it was not occurring before I reported the other issue with the widgets preventing our form from submitting.

     

    thanks.

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    JotForm Support

    Answered by Chriistian on September 30, 2016 at 09:05 AM

    Sorry for the confusion. I was able to replicate the issue you are reporting by sending a test submission from your form (https://form.jotform.com/61987719597985). However, when I cloned your form and did a test submission of my cloned form (https://form.jotform.com/62731895922970) on IE, I was not able to replicate the issue. I only receive the submission once. I suggested for you to clear your form cache (form cache from our server) and browser cache to ensure that this is not affecting/causing the issue specially the form cache since I was not able to replicate the issue on my cloned form.

     

    If the issue still persists, can you try to clone your form and do a test submission on the cloned form and see if you will still encounter the issue on the cloned form?

     

    We will wait for your response.
    Regards.

     

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    Answered by technicall on September 30, 2016 at 10:36 AM

    Thanks.

    I tried a few tests in IE.

    First I just did a normal submit as before and I got 2 submissions.

    Next I cleared the IE browser cache and I only got 1 submission.

    Then I cleared the jotform cache as you suggested, and again I got 2 submissions.

     

    I'll run some more tests in the morning with a CLONED form and get back to you...

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    JotForm Support

    Answered by Charlie on September 30, 2016 at 12:12 PM

    I tested this form https://form.jotform.com/61987719597985 using my IE11 browser, but I can't replicate the issue at this time. Here's a screencast:

     

    Here's my browser version:

     

    You can find my submission in your list dated as 01-10-2016 01:56:10. 

    I made some refreshing in your account, could you please let us know if you are still able to replicate the problem specific to your form and a cloned one? If you do, could you please share us the specific IE11 version you have. 

    May we also know how may notifications you are receiving for a single submit on the form? I mean, if you get duplicate submissions are you also getting duplicate email notifications? That would help further investigate. 

    Apologies for the inconvenience.

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    Answered by technicall on September 30, 2016 at 07:10 PM

    I just tried some more tests.

     

    I submitted first using the original form

    https://form.jotform.com/61987719597985

    I received 3 emails and 3 submission records

     

    I then made a clone of the form and submitted

    https://form.jotform.com/62737404742962

    I received 4 emails and 4 submission records.

     

    I am running IE version 11 on Windows 7.  The version number is in the attachment.

     

     NOTE : This problem on just recently started happening, just before I first posted it here.  Before that I was doing lots of testing using this browser (as well as other browsers) on the same computer and this has not happened before.

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    JotForm Support

    Answered by EltonCris on October 01, 2016 at 02:51 AM

    I could not reproduce the problem when I tested your cloned form twice. It submits the form fine and only one submission is recorded per submission.

    However, I think this problem has relation to the browser back button when used (or back navigation caching with IE) while the form is processing the submissions or while on the thank you page.

    We'll keep you posted when there's an update on this.

    Thanks and Regards!

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    Answered by technicall on October 01, 2016 at 09:33 AM

    I just ran 2 more tests on the clone form.

     

    The first time I got 1 submission and 1 email.

    The second time I got 3 submissions and 3 emails.

     

    I have only been pressing the submit button ONCE.  I have not done anything else to the browser and definitely have not pressed the browser back button or any other menu item on the browser.

     

    I then tried CHROME again and only received 1 submission and 1 email.

     

    This problem is only happening for IE and definitely only happening in the last few days.  IE was working fine before I reported this issue.

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    JotForm Support

    Answered by EltonCris on October 01, 2016 at 12:21 PM

    Thanks for providing more details. We have added that to the bug ticket. 

    Once we have updates, we'll let you know here.

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    JotForm Support

    Answered by EltonCris on October 01, 2016 at 12:37 PM

    By the way, you might want to enable Unique Submissions in your form as a preventive approach for now. This simply disables multiple submissions base on user's IP or browser depending on your configuration so this would help prevent duplicate submissions.

    You can also limit submissions with duplicate field value on a particular field. http://www.jotform.com/help/223-How-to-set-Form-Limits-Based-on-a-Unique-Question. Example, if you will limit unique entries for the email field, any submissions with duplicate value on the email field will not go through.

    Hope this help!

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    Answered by technicall on October 01, 2016 at 07:54 PM

    Hi EltonCris,

     

    If I enable 'Unique Submissions' it will prevent me from testing the form, and also prevent our clients from resubmitting forms to correct their information. 

     

    I can handle the duplicates when we import the data into our database, however, it looks very unprofessional for us when our clients might be receiving multiple confirmations of their submission.

     

    I would really like to understand why this is happening, and why it has recently started happening, so we can find a way to resolve this or prevent it in future.

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    JotForm Support

    Answered by EltonCris on October 02, 2016 at 01:41 AM

    You don't actually need to enable it on both cloned (for testing) and the live form. You can leave the cloned form open to multiple submissions so you can perform tests anytime you want.

    Anyway, I clearly understand your point. This isn't ideal if you are accepting multiple entries from the same IP or user.

    Unfortunately, we still do not have updates about this but rest assured you will be informed here by our devs once this is resolved or when they have anything to ask.

    Thank you!

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    Answered by technicall on October 03, 2016 at 09:16 PM

    I'm still experience this problem.

    I just did another submission using IE.

    This time, in the form, I enabled send the attachments with the email.  What I noticed was that only the final email contained the attachments.  The first 2 didn't have them, they just contained the values from the form.

     

    Hope this helps.

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    JotForm Support

    Answered by Chriistian on October 03, 2016 at 10:25 PM

    Thank you for the additional information. Unfortunately we still don't have any news on this issue, as our developers are still investigating it. We will have to wait until our devs have an update on this bug. Rest assured we will let you know as soon as we hear from them. Regards.

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    Answered by technicall on October 04, 2016 at 08:11 AM

    Duplicates seem to be coming with a bit of a delay now, maybe 5-7 minutes after the first one.  Once again, only the final form has the attachments.  The first form(s) don't even have the field with the uploads.

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    Answered by technicall on October 07, 2016 at 10:32 AM

    Is anybody looking into this?  

     

    We have not had a reply for many days now.

     

    I just received another 3 emails today from a single submission from another customer using IE.

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    JotForm Support

    Answered by Chriistian on October 07, 2016 at 11:47 AM

    Sorry for the inconvenience. As per checking the ticket, it seems that the investigation/fix on this issue is still in progress. Let me follow up the issue to our development team. Will inform you on this thread any updates to the issue. Regards.