Form: Characters are automatically entered in the input mask field on Mobile phones

入力マスク機能を使用したフォームフィールドにて、ユーザーが文字入力を行っている際に、予期せず自動で文字が入力されてしまう現象が発生しています。この問題は、主にモバイルデバイスで発生しております。

• iPhone 14 Pro、iOSバージョン 16.6.1、Safari ブラウザ 604.1
• iPadでも同様の事象が確認されました。

問題は、上記のデバイス/ブラウザ組み合わせにおいてのみ確認されております。

他のプラットフォームやブラウザではまだ検証が行われておりません。

参考となる動画をリンクにて添付させていただきます。

現状では、入力マスク機能を無効にすることで対応しておりますが、この機能を利用しつつ問題を解決できる方法がございましたら、ご教示いただけますと幸いです。

この問題により、フォームのユーザビリティ及び最終的なユーザー体験が著しく低下しております。可能であれば、原因の特定及び解決策のご提供をお願い申し上げます｡

貴社の迅速なご対応とサポートを心よりお待ちしております。何卒よろしくお願い申し上げます。

Hi Luna, 

Thanks for reaching out to Jotform Support. Unfortunately, our Japanese Support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Japanese, let us know and we can have them do that. But, keep in mind that you'd have to wait until they're available again.

Now, let me help you with your question. I'm sorry this is happening. I tried to check your recent form but I noticed as you said that you disabled the input mask. Could you please share a Screenshot shot of the issue you have with us? Let me show you how to share it:

1. Once you open your thread, scroll down until you see Your Answer section.
2. Click the Add Image button.
3. Upload the image from your PC, then click the Add button to post the image on your thread.

Also, please include the Form URL in your reply to check it further if you're referring to another form than I mentioned above.

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.

Hi,

Thank you for your response and for offering assistance in this matter. I understand the constraints regarding Japanese support availability, and I'm comfortable proceeding in English.

As requested, I have attached screenshots that illustrate the issue with the input mask feature. To describe the problem further, when attempting to enter the number "25" into the form, it automatically becomes "225" instead. This unexpected behavior can be seen in the attached screenshots.

Additionally, I believe a video might provide a clearer understanding of the problem, so I've also included a link to a video demonstration below.

Attached Images:

Video Demonstration:
https://drive.google.com/file/d/1Oo0RRn44cUPxsH-C6BSVQ82KQ0P0dZdZ/view?usp=drive_link

For further investigation and to avoid any impact on the production environment, I'm providing a URL to a test form where the issue can be reproduced. This should help in diagnosing the problem without affecting our customers.

Test Form URL:
https://form.jotform.com/232328059035453

I appreciate your help in resolving this issue and look forward to a solution that will allow us to continue using the input mask feature effectively.

Thank you for your support.

Hi Luna, 

Thanks for getting back and sharing the details with us. I checked the form on iPhone 14 v16.4 using Safari browser and I couldn't replicate the same issue. Check the screencast below:

It may be the browser history that makes this auto-complete suggestion. Could you try it on the same device after clearing the Safari browser cache? or try it on another browser. I have cleared your form Cache to refresh the data. You can try to test the form again.

Once we hear back from you, we'll be able to help you with this.

Thank you for your response and the troubleshooting steps. Despite clearing the Safari cache and testing in another browser, the issue persists.

I believe the issue may be related to the Japanese keyboard's unique features, particularly how it handles number inputs and displays conversion candidates. This does not occur with an English keyboard, suggesting the problem is specific to the Japanese keyboard setup. This behavior seems to interfere with the Input Masking feature.

Could we explore this from the perspective of the Japanese keyboard's impact on numerical input? Further investigation might help us find a solution.

Hi koichitakashiro,

Thanks for getting back to us. Let me forward this issue to the developers as well as to our Japanese agents to see if they have an iPhone that they can try to run tests following a similar keyboard.

As soon as we have updates, we'll get back to you.

Hi,

It has been some time since our last communication, and I am eager to know if there have been any developments or findings from your developers or Japanese agents who were investigating the issue.

こんにちは、koichitakashiro様。

この度はJotformサポートにお問合せいただきましてありがとうございます。そしてフォームの件でご迷惑おかけしていますことをお詫び申し上げます。こちらで日本のキーボードでテストを試行した結果、問題を再現することができましたので、それも合わせて開発チームの方にすでに報告し、チケットをエスカレートしています。開発者は、現在この問題に取り組んでいます。アップデートがあり次第、こちらのスレッドにてお知らせいたします。何卒ご理解の程、宜しくお願いいたします。

他にもご不明点ございましたらお気軽にお問合せください。

承知致しました｡
引き続きよろしくお願い致します｡