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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.


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    Topaz signature pads plugin not installed error

    Asked by jmonette on March 17, 2017 at 07:03 PM

    Hi - we currently use Topaz with Firefox - however, Firefox's latest update has disabled the plugin - We had to downgrade the Firefox upgrade to get it to work again.

    IS there another widget you can recommend that connects to a signing pad? People come into the fire hall to sign documents and handing them over a wireless mouse is not very professional. We really prefer a topaz type signing solution.

    The forms on our website are used by people wishing to do them from home, so signing with their mouse is working just fine.

    Thank you!

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    JotForm Support

    Answered by liyam on March 18, 2017 at 03:53 AM

    Hello,

    Unfortunately we do not provide support for Topaz signature pad. You can instead go to their support page on this link: http://www.topazsystems.com/contact_techsupport.html

    In addition, have you tried using Chrome browser instead and see if there is a working plugin there?

    Thanks.

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    Answered by Jocelyne  on March 18, 2017 at 04:46 PM

    we tried every browser and only Firefox works. 

    We have sent an email to Topaz. 

    Thanks!

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    Answered by Jocelyne on March 20, 2017 at 05:50 PM

    Here is the reply from Topaz:

    'I sounds like your web page implements SigPlusWeb, which is an NPAPI plugin that is no longer supported by any browser.

    Who wrote the web page the implements Topaz signature capture? We will need to have the developer do some further integration at this point to work with our latest web signature capture SDK, SigWeb.'

    HerCan someone at Jotforms please look into this? So many people use Topaz and the code on your end needs to be updated. 

    Thank you!

     

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    JotForm Support

    Answered by jonathan on March 20, 2017 at 09:45 PM

    I was able to reproduced the issue with the SigPlus widget not working on the form.

    Ex:

     

    I have submitted a bug ticket report to our higher team support so that they can take a look.

    We will let you know here once we have resolution available.

    We apologize for the inconvenience caused.

     

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    Answered by Jocelyne on March 21, 2017 at 11:36 AM

    Jonathan - 

    Please see the response from Topaz - it seems Jotform may not have updated the widget with the latest web signature capture SDK, SigWeb 

    It is SigWeb now, not SigPlusWeb with an outdated NPAPI plugin.

    Please let me know as soon as possible how long this may take as we are unable to use our forms during business hours when people need to sign for their burn permit. (I personally can't live without my JotForms - I love these forms!!)

    Thanks!

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    JotForm Support

    Answered by Kiran on March 21, 2017 at 02:02 PM

    Thank you for providing with the response from Topaz which has been received by our backend team. I see that the issue is already assigned to one of our development team members and marked as high priority. Though I cannot provide any ETA at the moment, you'll be updated here with any update we have from our backend team.

    We appreciate your patience and understanding. Thank you! 

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    Answered by Jocelyne on April 05, 2017 at 02:17 PM

    Hello,

    How are we doing with the update for Topaz? Any idea when that will be updated? We are waiting patiently and have now resorted to using a manual system until you update the widget.

    Many thanks!!

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    JotForm Support

    Answered by Kiran on April 05, 2017 at 03:43 PM

    Jocelyne,

    Unfortunately, there is no update yet on this issue from our backend team. Let me send a note to the backend team to see if there is any update in this regard. You'll be receiving an update on this thread once the issue is fixed.

    Thanks!

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    Answered by alp_deniz on April 16, 2017 at 07:24 PM

    Hello,

    Apologies for the delay.

    We have made an update to see if it is working again. Could you please test it on your side?

    Cheers

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    Answered by jmonette on April 18, 2017 at 04:49 PM

    Thank you!! My IT person is in tomorrow (Wednesday) and we will try it then. I will give you an update without fail. We will try it on Edge, Chrome and Firefox.

     

    Many thanks again!

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    Answered by jmonette on April 19, 2017 at 05:46 PM

    Hi - My IT person needs to know if there are special instructions? I installed SigPlus and the plugin is not working.....

     

    Jocelyne

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    JotForm Support

    Answered by jonathan on April 19, 2017 at 06:57 PM

    I was also still able to reproduce the issue on my end. 

    I will make a follow up about it to our developer assigned on the ticket.

    We apologize for any inconvenience caused.

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    Answered by jmonette on April 19, 2017 at 07:07 PM

    Thank you!! This is getting critical - I am including the reply from Topaz again for your reference:

    Here is the reply from Topaz:

    'It sounds like your web page implements SigPlusWeb, which is an NPAPI plugin that is no longer supported by any browser.

    Who wrote the web page that implements Topaz signature capture? You will need to have the developer do some further integration at this point to work with our latest web signature capture SDK, SigWeb.'

     

    Can someone at Jotforms please look into this? So many people use Topaz and the code on your end needs to be updated. 

    Thank you!

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    JotForm Support

    Answered by Kiran on April 19, 2017 at 09:22 PM

    We have notified our developer who is looking into this issue. As soon as we have any information in this regard, we'll update you here.

    Thank you for your patience and understanding. 

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    Answered by jmonette on April 21, 2017 at 12:12 PM

    This is disappointing since I brought this to your attention on March 17th - one month ago! We have been unable to use our forms when a property owner comes to our firehall as the Topaz signature doesn't work. You can only imagine how difficult it is for the property owner to try and use our 'mouse' to sign! 

    Please - can you expedite this request? 

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    JotForm Support

    Answered by Jim_R on April 21, 2017 at 02:03 PM

    Hello Jocelyne - I understand the frustration, I truly do. Although we haven't heard back from our Developers yet, your thread is marked with a Very Important priority.

    Rest assured our developers are working on this and any updates we get from them will be posted on this thread.

    In the interim, I personally know how hard it is to sign using a mouse. Perhaps using a different signature widget is something you can consider.

    We offer a variety of signature widgets and you can find them all by using "signature" as your search keyword on our Widgets Galleryhttps://widgets.jotform.com/search/signature

    1. Smooth Signature

    https://widgets.jotform.com/widget/smooth_signature 

    2. E-Signature

    https://widgets.jotform.com/widget/signature 

    3. Docusign

    https://widgets.jotform.com/widget/docusign 

    4. Adobe e-Sign

    https://widgets.jotform.com/widget/adobe_dc_esign_services 

    The 4 above are the most commonly used by many. I created this form so you can test the viability of using these widgets with a touchscreen device and a digital/stylus pen. Yes, it would be different compared with your existing workflow of using a physical Topaz Signature Pad, but compared with using a mouse, this would be rather easier for your users.

    Just open the form on a mobile phone, a tablet, or on a PC with a touchscreen monitor, use a digital/stylus pen to sign, and see if that will work as a temporary alternative while waiting for a resolution.

    https://form.jotform.com/71105214738955 

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    Answered by jmonette on April 21, 2017 at 04:32 PM

    Jim - none of those work when the person is in front of you and the document requires an immediate signature - Adobe are for when documents are emailed and such. Believe me, I tried multiple widgets. :(

    I'll wait and hopefully your developers are working on this. It appears this is a problem for anyone using Topaz.

    Appreciate your assistance!!

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    JotForm Support

    Answered by jonathan on April 21, 2017 at 05:47 PM

    Thank you for taking the time updating us on the status. We appreciate your patience and understanding on the matter.

    I did made a follow to our developer assigned on this bug ticket report already. Hopefully an updated response on the status will be available soon.

    Regards

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    JotForm Support

    Answered by jonathan on April 21, 2017 at 06:13 PM

    Hi,

    I got an update from our dev assigned to the ticket. He mentioned that they are working with this in priority. So an update will be available soon.

    Additionally, I also just realized a mistake on my part (I truly apologize for that). I have been testing using the SigPlus widget on my test form but I haven't installed the *required plugin yet (it can be downloaded from here).

    The plugin must be installed first also on the device before you can use the SigPlus widget on the form. Please make sure also that the plugin was indeed properly installed, with it not being installed could also be the reason the widget was not working as intended.

    Best

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    Answered by jmonette on April 21, 2017 at 06:33 PM

    Jonathan - the current widget is what is outdated and needs to be updated with what I sent you from Topaz!! What you are sending me is the OLD NPAPI!! Are you not reading my messages? PLEASE - this is wasting my time.... this is now the THIRD time I am referencing the email from Topaz:

    Here is the reply from Topaz:

    'It sounds like your web page implements SigPlusWeb, which is an NPAPI plugin that is no longer supported by any browser.

    Who wrote the web page that implements Topaz signature capture? You will need to have the developer do some further integration at this point to work with our latest web signature capture SDK, SigWeb.'

    Now do you understand the problem? Your link even says it is no longer supported!!

    Thank you!

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    JotForm Support

    Answered by jonathan on April 21, 2017 at 10:11 PM

    I apologize for the confusion. Yes, we have relayed the info from Topaz to our dev assigned on the ticket as well.

    Let us just wait then for update from our dev. Hopefully its the fix by then.

    Thank you.

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    Answered by alp_deniz on April 23, 2017 at 06:20 PM

    Hello,

    The fix will be live after testing.

    Best

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    Answered by alp_deniz on April 24, 2017 at 06:29 AM

    Hi again,

    The update is live and I would love to hear your feedback on it.

    If it doesn't work or has some problems it will be great to attach some screenshots of them, since currently I don't have a signature device to test it throughly with.

    Kind regards

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    Answered by jmonette on April 25, 2017 at 04:54 PM

    Hi - THANK YOU!!!! It is working perfectly on all browsers. Wondering why there is an rolling bar that appears? (see image)


    And then as soon as they start signing, the white signature box appears? (see second image) Does it do that at your end?

    Regardless - it is working and we are very happy!!

     

     

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    JotForm Support

    Answered by Kiran on April 25, 2017 at 06:37 PM

    Unfortunately, I still see the error Signature Tablet is not installed on my test form and your form as well. However, your message has been received by Alp. Let me send a note to check with him again on this issue.

    Thank you!

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    Answered by jmonette on April 26, 2017 at 12:57 AM

    No No - its working!!!!! Please leave it be...not sure what you are seeing and my form is working?? Which one of my forms is telling you its not working?

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    Answered by alp_deniz on April 26, 2017 at 03:21 AM

    Hi,

    Thank you so much for your feedback!

    The loader is now removed. Can we make it better -e.g. by whitening the signature area-? At this point your comments are vital since I don't have a device to test the experience.

    Cheers

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    Answered by jmonette on April 26, 2017 at 12:26 PM

    Thank you Alp - all is good as is!! Appreciate the quick response and fix!

    Cheers!