Voice recorder widget update doesn't work

Hi, some of our formfillers are getting an error message when they try to use the voice recoder widget on Jotform. The message asks them to 'click here to update the widget' but when they do, nothing happens and they can't record anything. When I go into settings I see there is a button on the widget for 'update' but when I click that nothing happens, and when I reopen the widget settings I still see the update button. I've tried deleting the voice recorder and adding a new voice recorder element, but this hasn't solved the problem. The voice recorder part of my survey seems to work for some formfillers but not others. Please can you help?

Hi LOPF,

Thanks for reaching out to Jotform Support. I tested your live form to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

Rest assured, we’ll find a solution for this. Can you share with us a screen recording of what’s happening so we can try to replicate it on our end? You can share the video recording on any public sharing platform like Google Drive or Dropbox, or you can simply use Loom to record the video and share the video link with us.

Once we hear back from you, we'll be able to move forward with a solution.

Thanks Waqas. The one I'm particularly having problems with is the Travel with Confidence voice recorder https://form.jotform.com/LOPF/TWC-voice-recorder . I've asked a colleage to try it again and she will send a screenshot if it doesn't work. When I try it on my work/personal email and computer it works fine for me.

When I try it on my personal mobile I can use it but the green tick that says 'recording saved' doesn't show up as it looks like a white box is covering this icon. When I use on my work phone I can see the green tick.

Hi LOPF,

Can you try to share your mobile details, such as your mobile name and OS version? Rest assured, we’ll find a solution for this. Can you share with us a screen recording of what’s happening so we can try to replicate it on our end? You can share the video recording on any public sharing platform like Google Drive or Dropbox, or you can simply use Loom to record the video and share the video link with us.

Once we hear back from you, we'll be able to move forward with a solution.

Hi, the phone in the screenshot is a motorolla and I use google chrome.

Hi, my colleage who is having problems has shared a screenshot. The text says 'Update widget by clicking here' but when she clicks the link nothing happens.

Hi LOPF,

I tested your live form on Motorola to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

Can you try to change your browser? Can you go ahead and try it again and let us know how it goes? If the same thing happens again, we'll investigate it more to see if we can figure out what's going on.

Give it a try and reach out again if you have any other questions.

Hello again, another colleague gave me the following feedback, this time on the Enhance voice recorder that you tested initially. Her voice recording didn't save before she submitted it to me so I received a blank return. Could it be an issue with her phone?

"I recorded it and it said ‘saving’ for several minutes, and then let me go through to the consent form.. I have tried again, and it is still saying saving I have tried on wifi and via my own data."

Thanks for helping with these issues with the voice recorder widgets on both surveys.

Hi LOPF,

I tested it again with a changed browser, and it appears to be working. Can you please record a video of the issue using Loom and share the URL of the video in this thread? This way we will be able to better understand what is going on. 

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

Hi, thanks for all your help, I think that is all we need for now from you.

I've asked other colleagues to test the voice recorder and it works for them so I think it is an issue with individual people's access, rather that a Jotfom issue. I'll try to sort issues out individually with people when I'm notified of problems.