Submission could not be saved message when going to the next page

Twice this week we have had complaints from our clients trying to complete one of our online forms. Both complained that when going to the next page they are getting a popup stating that the submission could not be saved.

The form causing the issues is "Accessible Property Submission Form".

Please advise what could be causing this? Also can you please let me know what to tell our clients when this happens. I am able to see the partially saved form in the tables view and also access the incomplete form but I am unable to send them the URL for that as it requires a login.

Attached is image of popup they are getting.

Hi Grant,

Thanks for reaching out to Jotform Support. It could be a temporary issue, I've cleared your form cache as an additional precaution. If the same user keeps on getting the same error on the same form or any of your forms, I suggest advising them to clear the browser cache. If the issue persists, can you request the user to share a screenshot of the browser's Console Log.

Let us know if there’s anything else we can help you with. 

This is not good enough.

Every submission for this form over the past month has had a problem with being unable to submit due to being unable to upload or failure to upload. This is ruining our reputation. It is beyond embarrassing.

For context, on page 2 of our form we request the user upload photos and a video. This can be up to 20 images and the video file can be up to 1GB.

Please fix this or we will have to find an alternative solution!!!!!

Hi Grant,

I clone your form to see if I could replicate the issue, but everything is working properly. I was able to upload multiple images and videos to the File upload field and submit the form. Take a look at the screencast below:

Also, I was able to save the submission after uploading the images and video. Take a look at the screencast below:

As a precaution, I've cleared your form caches. We also suggest clearing your browser caches and cookies. Can you go ahead and try again to see if it makes any difference? If the issue persists, can you send us a screen recording of the issue so we can look into it? You can use Loom to record and send us the video link.

Give it a try and let us know how it goes.

Thanks for responding but that does not help. It is not ME having issues submitting the form it is our clients, and almost every single client that tried to submit the form in the last month has had issues. Clearing MY browser cache and cookies will not fix the problem for my clients, and I assume that if my client clears their browser cache and cookies they will have to start at the beginning again.

I am sure if I do a test submission myself it will work without a problem.

For now I have added a note in the form requesting clients remove videos from the submission if they have problems.

Note that the form "The Accessible Group photos/videos updates" does not have any issues when a client uses that to send us the same videos and photos that could not be sent on the property submission form.

Hi Grant,

Is the issue happening only when the form is embedded to your website? Would it be okay if we make a test submission directly to your form, so we can further inspect what's causing the issue?

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

This might be a possible cause as every submission attempt has been via the embedded form.

Yes, you are welcome to do a test submission. Please clearly identify it as a test, preferably in the Business Name field.

The embedded form is at this URL: https://www.theaccessiblegroup.com/accessible-property-submission/

Note that the website where the form is embedded is a Wordpress site.

Hi Grant,

I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Thanks for your patience and understanding, we appreciate it.

Hi Grant,

I created a test submission on your embedded form and successfully saved a draft submission, including uploaded images and a video, and I submitted it without any issues. Check out my screencast below:

Clicking the Save button:

Clicking the Submit button:

 Can you try embedding your form using the iFrame Code and see if it works on your WordPress website? It's easy to get iFrame Code. Let me show you how:

1. In Form Builder, click Publish in the orange navigation bar at the top of the page.
2. Go to Embed on the left.
3. Click on iFrame.
4. Click on Copy Code and paste it into your website.

Give it a try and let us know how it goes.

The form is already embedded in our page using an iframe.

So, it worked for you. Well done. Please explain why it is not working for 90% of our clients who try to use it? This is getting embarrassing. We have almost lost clients over this. It is hard enough to get them to sign up to our service and getting them to spend 20 minutes completing a form. After multiple emails and phone calls to each one asking them to try again with less uploads or no uploads has cause most of them to almost abandon their efforts.

Not Happy!!

Hi Grant,

I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

We appreciate your patience while we work on a solution.

Hi Grant,

​​I tested your form but couldn’t replicate the issue, so I created a ticket and escalated this to our Developers. Our Developers are working on the issue as fast as they can. As soon as we have an update, we’ll let you know.

Thanks for your patience, we appreciate it.