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.


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    Problem with uploading file

    Asked by abteilung on November 17, 2016 at 04:54 AM

    Hello Jotform,

    sorry, we are really upset because of your upload service is not running reliably. Since last week (around 10.11.) we are again experiencing problems with the upload tool: almost half of our submissions have no files attached. And yes, we did aks our customers.

    4 jotform bugs with files not uploading in the last 6 months! And always it is not jotform which informs us about these problems: instead our customers have to do this! If your upload service is not reliable - and it seems to us it is not - we have to finish our subscription and would suggest to do so to others as well. 

    And why there is no notification about this issue? In our last post your support team claimed there will be a message showing above the forum if jotform is experiencing any problems. But: there isn't any message! We need transparency about problems occuring on your side.

    https://www.jotform.com/answers/972037-Could-we-get-updated-about-the-JotForm-minor-issues-through-the-status-page-or-social-media#6

     

    For now: how we can get the upload form running again?

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    JotForm Support

    Answered by owen on November 17, 2016 at 07:53 AM

    Hi,

    I am really sorry for the inconvenience that is caused by this. I hope a system which notifies our users about the potential issues they might have will be built so that the transparency you'd like is supplied within JotForm. 

    Is the issue still related to the files larger than 300 MB somehow fail to upload? Please let us know if this one is a different issue. It'd be a huge step forward to know when the issue occurs. Is this a certain type of file or is it related to the size of files?

    Please let us know further details and we can escalate a bug ticket about the issue. We will be waiting for your response. 

    Thank you for bringing it up. 

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    Answered by abteilung on November 17, 2016 at 09:41 AM

    Hello,

    thank you for your response. We tried to get details to some of these failed uploads. It seems that the forms shows the files as uploaded to the users, but in fact they aren't. It also occurs with smaller files of different file types. So it is not related to 300MB-bug or extensions-issue. Must be something new ? It also occurs on Mac and Windows, but not always. Some files are getting through....

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    JotForm Support

    Answered by Boris on November 17, 2016 at 12:04 PM

    Since your form 32824397856367, named "Direktauftrag - Abteilung7.de", is currently the only form in your account with uploaded files, I believe this is the form where you are experiencing the issues.

    I have cloned it into my account, have made some tests on the cloned form, and the submissions seem to be going through fine in these tests. I would recommend the following three important steps that should help either alleviate the issue, or help us narrow it down better if it happens again.

    1. I have noticed that your upload field is not marked as required, which means that the form can be submitted without uploading any files. Could you please try having this field marked required, so it prevents the form from being submitted unless files are uploaded?

    2. I would also recommend adding a hidden field in your form to catch the browser information of your users, so if there is a problem with a particular submission, we can instantly see which device and browser the user was using, so we can try to replicate the problem under conditions similar to that of the user when they encountered the error. This is because in our tests at the moment, the form appears to be working fine.

    The following guide shows how to catch this information from your users:

    https://www.jotform.com/help/234-How-to-Catch-User-s-Browser-Info

    3. If your form is embedded on a website, please share the link to the page where it is embedded, so we can check whether there is an issue on the page that might be influencing the issue.

    I hope this helps, looking forward to hearing how it goes, and to the added information if the issue is persisting for you by any chance.

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    Answered by abteilung on November 17, 2016 at 01:10 PM

    Thanks for your sugesstions. We will try this, but as we had some irritated customers which described the problem, we can be quite sure it is not related to browsers or OS issues. The problem is new and never occured before.

    Here is the link to our website: http://bit.ly/2eKl6md

    We also contacted our hosting service. They switched the PHP version in the last days: I think it changed from 5.6 to 7.0 ... Maybe this is causing also problems for embeded forms?

    Thanks for helping us fixing this.

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    JotForm Support

    Answered by Kiran on November 17, 2016 at 02:28 PM

    I see that your form is embedded using Iframe on the web page and shouldn't be having any conflicts with the other scripts on your web page. Also, I don't think updating the PHP version on your hosting server affects the form performance since it is being loaded using iframe. 

    Please make the changes mentioned by our colleague and let us know if the issue still persists. The browser information captured in the submission should be helpful for us to replicate the issue at our end and provide you with necessary assistance.

    Thank you! 

     

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    Answered by abteilung on November 24, 2016 at 08:25 AM

    Hello again,

    we did add the invisible field for getting the browser information of our users. We did not change anything else as it has been working until now and you only proposed some ideas for replicating the issue. Unfortunately we could not track down the origin of this problem...

    Anyway since this weekend the issue suddenly disapeared. But to be honest: I still do not think that it was almost all of our users which suddenly caused this problems with the upload tool. A lot of our customers are using our form regularly and are used to it, I do not think they just forgot to upload their files. So we still would like to know what caused this issue.

     

    Any ideas? Have there been some service disruptions at jotform ?

     

    Thank you!

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    JotForm Support

    Answered by amy on November 24, 2016 at 09:41 AM

    Hello,

    I cloned your form on my side in order to replicate your issue. Everything seems okay with the upload system. I made two submissions to my e-mail and dropbox account. You can see the result:

    Like all online platforms, we can have sometimes inconvenience corruptions of our systems or 3rd party integrations. But we're working hard to reduce that our users meet any inconvenience issues. So may be you and your customers met one of them.

    From now on our upload system seems working without any problem. We would be appreciate if you could try it again and give us feedback.

    Thank you very much.

    Kindly regards.

     

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    JotForm Support

    Answered by amy on November 25, 2016 at 07:50 AM

    Hello again,

    I checked your form which has the issue in your account and sent some test submissions. As a result I replicated your issue today. 

    I'm escalating this problem to our back-end team. Sorry for the inconvenience issue.

    You'll be informed by our development member as soon as possible via this topic.

  • Profile Image

    Answered by abteilung on December 01, 2016 at 05:26 AM

    Hello,

     

    any news on this? Problem occured again today :( We need your advice please!

    What is the exact problem which you could replicate?

     

    Thanks

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    JotForm Support

    Answered by Boris on December 01, 2016 at 05:42 AM

    We don't have any updates about this issue from our developers yet. What my colleague was able to replicate is that a file upload wasn't successful in one of the test submissions she made on your form:

    One of our colleagues from the development team confirmed that they are currently working on resolving some issues with the file uploads on Multiple File Upload fields (file upload fields with the Allow Multiple option selected).

    Based on this, I would recommend that for now you disable the Allow Multiple option of your file upload field, and see if your uploads are working without any issues after that change:

    Thank you!

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    Answered by abteilung on December 01, 2016 at 01:20 PM

    Sorry, this is not a solution, it is only a work around. Same problem like always: it lasts one week until someone really encounters the problem (thank you, amy). And at least another week until it is solved. Of course we can always edit or change our form when jotform is in trouble... But this is not that kind of stability we need for our service to run...

    We will wait for an answer of your developers ...

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    JotForm Support

    Answered by Kiran on December 01, 2016 at 02:28 PM

    I understand. We appreciate your patience and understanding in this regard. Once we have any update from the backend team, you'll be posted here.

    Thank you!

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    Answered by abteilung on December 09, 2016 at 04:00 PM

    Sorry, we're tired of waiting. Finally there seems to be no solution for multiple files upload? I do not understand why this is part of jotform form designer if it is causing problems regularly.

    We now switched to single upload fields and hope this will do the job for now. 

    Unfortunately if someone entered a file, it seems it can not be deleted manually out of the field. E.g. if you decide to not upload it or you accidently have chosen the wrong ffile, the only chance is to relaod the whole page and start all over again.

    ???????

     

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    JotForm Support

    Answered by Boris on December 09, 2016 at 05:15 PM

    We're glad to hear it, please let us know should you run into any further issues after using the individual file upload fields.

    When it comes to the inability to change your selected file in the File Upload field, I believe you are using Firefox when encountering the issue. That is a know bug in Firefox web browser, which is something that is up to Mozilla to fix:

    https://bugzilla.mozilla.org/show_bug.cgi?id=431098

    Other browsers such as Chrome should be working correctly, and allow you to clear a selected file if you change your mind. Usually this is done by clicking on the "Browse" / "Choose File" button again, and either erasing the filename of the selected file and clicking "Open" / "OK", or by clicking on the "Cancel" button.

    With Firefox, unfortunately, there is a browser based bug linked above where Firefox does not allow you to clear a selected file for upload. You must instead select a different file if you did not want to upload that one.

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    Answered by abteilung on December 15, 2016 at 08:32 AM

    Thanks for answering. This is a Firefox problem. But unfortunately none of the file upload options jotform is providing is wokring for us. The multiple upload seems to be still buggy and the single field is not working because of Firfox Bugs. So what should we do?

    And another thing occured:

    we did add an invisible field to check for browser information. It worked for some days and now it is not working any more. Browser information is empty...  ? ? ? ? ?

     

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    JotForm Support

    Answered by candy on December 15, 2016 at 09:21 AM

    Hello,

    We are sorry for the inconvenience you have.

    As my colleague Boris has already informed you about the inability to remove a file from a single file upload field is a Mozilla issue. Besides these two modes on a regular File Upload field, we alternatively have upload widgets such as Image Upload Preview and Drag& Drop Upload. Perhaps, you might consider one of these two widgets.

    Moreover, please check the following guide for further detailed information related to file upload:  https://www.jotform.com/help/332-How-to-Create-File-Upload-Forms 

    As your second issue is related to another problem, I have split it in order to assist better as you can find it at the following link: https://www.jotform.com/answers/1012273. You are going to be answered at that link.

    Thanks in advance.

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    Answered by abteilung on December 15, 2016 at 01:12 PM

    Hy, Thanks for answering... But did you notice the rating of these two widgets? Seems to us, these are not working very well and we can not afford another trail and error. So we have to stick to single field as it seems to work for now (instead of the firefox issue). Have you had any experience with "kloudless" widget? Seems to have a lot of positive ratings.

     

    I just noticed:

    Internet Explorer: with single fields there is kind of the same porblem like in FIrefox: if you click inside the field, the window occurs. SO you can not place the curser inside the field to delete the text without this popup. Delelting the text inside the popup does have no effect - on our IE 11.

     

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    JotForm Support

    Answered by Kiran on December 15, 2016 at 02:55 PM

    As far as I know, the widgets provided by our colleague are working fine. Since the single upload field is working fine on your form. Also, the Kloudless file uploader widget would be uploading the files to Kloudless server and the link to the file will be stored in the form submissions. We have not received any issues wth this widget recently and it should be working fine.

     

    We generally recommend using Firefox or Chrome due to compatibility issues with some versions of the Internet explorer. However, could you provide us with a screenshot of the issue that you are experiencing with Internet Explorer?

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    Answered by abteilung on January 02, 2017 at 07:04 AM

    hello, sorry for the christmas - delay... it is not possible to post a screenshot. but it is the similar issue boris posted for Firefox in this thread.

    If I accidently choose the wrong file in IE, I can not delete it manually out of the text field because: every time I click inside the text field the popup is coming up autmoatically. So it is not possible to place the cursor inside the field to delete text by pressing backspace...
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    JotForm Support

    Answered by owen on January 02, 2017 at 07:50 AM

    Hi,

    I know this is a known bug at some browsers but we will be answering your concerns regarding this on another thread to see if there is anything we can do about it. It is also a different issue than your initial one. 

    Thank you.