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

    Problem with upload form - again!

    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?

    problem Submissions JotForm POST bugs
  • Profile Image
    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. 

  • Profile Image

    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.

  • Profile Image

    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.

  • Profile Image
    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! 

     

  • Profile Image

    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.

     

  • Profile Image
    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

  • Profile Image
    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!

  • Profile Image

    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!