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    I received docusign widget submission but no submission on JotForm

    Asked by orangetheoryfitnessnaples on December 10, 2016 at 08:56 AM

    I have the DocuSign widget installed on  a form and 80% of the time it works correctly and submits the form after the Docusign process is complete. The other 20% of the time it i not submitting the JotForm data even though the  docusign signature procedure is complete. I can not figure out why this is happening sometimes. 

    Page URL:
    https://form.jotform.com/63268055573158

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    JotForm Support

    Answered by Nik_C on December 10, 2016 at 10:17 AM

    Is there some specific error you see when you're experiencing this problem?

    If you can give us more details so we can pinpoint the cause?

    We'll wait for your response.

    Thank you!

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    Answered by orangetheoryfitnessnaples on December 10, 2016 at 10:19 AM

    There is no error. I receive the completed docusign, so I know the customer went through the signing process, but the form is not submitted. There is no record of it. 

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    JotForm Support

    Answered by Chriistian on December 10, 2016 at 10:37 AM

    Hi there,

    Can you please give us a screenshot of the docusign you received but did not go to your form submissions?

    To attach a screenshot in this forum, please follow the instructions in How to add screenshots/images to questions to the support forum?

    Regards.

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    Answered by orangetheoryfitnessnaples on December 10, 2016 at 10:53 AM

    https://www.dropbox.com/s/q10pn4gur0sa7s7/Bossie.pdf?dl=0

    this is a link to the completed Docusign. But as you can see if you are in my JotformAccount, there is no data submitted. 

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    JotForm Support

    Answered by Chriistian on December 10, 2016 at 11:28 AM

    Hi there,

    I am currently checking your forms. I will be back as soon as I find a solution.

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    JotForm Support

    Answered by Chriistian on December 10, 2016 at 11:32 AM

    Hi there,

    I checked all your forms and can confirm that the submission for ia*******@gmail.com was not there. I am currently testing a cloned version of your form but so far not able to replicate the scenario where document is received in Docusign account but form submission is not received.

    For the meantime, do you have a way to confirm with the owner of the data if he encountered an issue during submission. If it was only for one user, it is possible that there was an intermittent issue while he/she was submitting.

    Regards.

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    Answered by orangetheoryfitnessnaples on December 10, 2016 at 01:59 PM

    It has happened to many users over many days. About 20% of the forms are not getting submitted. I can not find a pattern of why it is happening

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    JotForm Support

    Answered by EltonCris on December 10, 2016 at 09:23 PM

    @orangetheoryfitnessnaples

    Thanks for reporting.

    I made a cloned version of your form and just like my colleague, I also could not reproduce the problem.

    Note that the DocuSign is processed first followed by the form submission when it is successfully submitted.

    However, I suspect that those users who fill the form are having issues with auto-submission or they closed the form while on submissions process knowing that the submit button is not shown in the form.

    I suggest you just leave the submit button visible, so users will be able to see if the form is in submission process or be able to submit it when the auto-submit somehow fails on their browser. To do that, you will have to remove the following condition in your form.

    If this doesn't make any difference, let us know so we can further investigate this.

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    Answered by orangetheoryfitnessnaples on December 11, 2016 at 02:47 PM

    The example I sent you is a copy of the DocuSign envelope that had all of the information from the jotform and the docusign was completed and signed so they would have had to get to the end of the signing process to complete it. So that would mean the jotform would also be submitted at that time.

     

    If the form was closed, as you mentioned, how would have they gotten to the signing process and have all of the data populated from the jotform?

     

     

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    Answered by orangetheoryfitnessnaples on December 11, 2016 at 03:44 PM
    The example I sent you is a copy of the DocuSign envelope that had all of the information from the jotform and the docusign was completed and signed so they would have had to get to the end of the signing process to complete it. So that would mean the jotform would also be submitted at that time.

    If the form was closed, as you mentioned, how would have they gotten to the signing process and have all of the data populated from the jotform?



    ...
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    JotForm Support

    Answered by EltonCris on December 11, 2016 at 06:07 PM

    @orangetheoryfitnessnaples

    Thanks for your reply.

    To clarify further, when you fill the docusign widget fields (name and email), it'd open a new window with all the fields data prepopulated into the docusign document. Once you completed everything in the docusign and signed the document, the document you signed will be processed ahead of the form submission (since the form has to be submitted after that). Now when the user did not continue with the form submission or having issues submitting the form, you'll only get the docusign report without the submission. I am not quite certain about this but I believe this is what most likely happened.

    So with my suggestion, it'd at least increase the awareness of the user so they know if the form is on submission process (since the submit button changes to "please wait...") text.

    Hope this provides some clarifications.

    Thank you!