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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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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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    PayPal Express: not showing the popup, "connection reset" error is shown.

    Asked by DanBlum on May 12, 2017 at 10:30 AM

    I am using the PayPal Express widget.  I had it working with sandbox accounts.  But now I am geting the following message (but it has "connection reset" that disappears before I capture the image).  The classic "I didn't change anything" applies.   In fact, I was getting this message initially and then the widget worked and now it doesn't .   What gives?

    Form is:  https://form.jotform.com/71256969984982

     

     

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    JotForm Support

    Answered by BDAVID on May 12, 2017 at 11:31 AM

    I just tested your form, and the PayPal page did show up: 

    Have you tried in another browser or device? Please make sure there isn't any browser add-on blocking the PayPal page. 

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    Answered by DanBlum on May 12, 2017 at 12:09 PM

    This is all too brittle.   I can't trust that my customers will have the "right" browser or would be willing to clear their cache.  Customers are one click away from going to a competitor. 

    I guess I will abandon this jotform widget and find another approach.

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    JotForm Support

    Answered by BDAVID on May 12, 2017 at 12:39 PM

    We apologize for the inconvenience. We definitely want to help you out solving this issue. However, we first need to reproduce the issue in order to find the cause, and forward to our back-end team if needed.

    As you could see in my test, there was not any problem. So, if you could provide us the browser or device information in which you have tested your form, we can try testing in the same environment to reproduce the problem.

    Also, I have noticed that you are still using the payment field in in Sandbox mode. When you tested your form, did you set the form to Live mode? If that is the case, if you were still using the test credentials, that may have caused the problem. So, make sure to use the Live credentials.

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    Answered by DanBlum on May 12, 2017 at 12:43 PM

    Everything has been done in sandbox mode....thats what you should have seen.

    My browser: 

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    JotForm Support

    Answered by BDAVID on May 12, 2017 at 01:47 PM

    I tried it in Chrome, and Firefox, and the Popup showed up:

    I have forwarded this to our back-end team to get further help.

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    JotForm Support

    Answered by NeilVicente on May 15, 2017 at 12:46 PM

    Hi there,

    "Connection reset" error is usually caused by network issues.

    We understand how frustrating this can be, but we can't exactly pinpoint that the problem is in our integration as we are unable to replicate it with different browsers or different connections.

    Please try testing your form using a different connection—if the error occurred in your workplace, try it in your home, or vice versa.

    Do let us know if the error persists even when using a different network connection.

    Regards,

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    Answered by DanBlum on May 15, 2017 at 07:59 PM

    Today, I did 3 successful sandbox test submitals using the Paypal widget before I got the "connection reset" situation.  I was using Chrome with the same version I indicated earlier.  On a hunch,I tried Edge on the same machine.  In fact the chrome window was still open to Jotform.  The Edge transaction went through twice.    Maybe you can try your testing Chrome a few times to see if you can recreate the bug.   

    This intermittent situation is a killer.  Like I said before, customers  (including yours  ...ME)  are only a click away from going to a competitor.  Even asking customers to use a particular browser is unacceptable these days.

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    Answered by DanBlum on May 15, 2017 at 08:21 PM

    I also just tried my iPhone 7, IOS 10.3.1.  The form correctly submitted when PayPal was not involved.  When I tried to use the PayPal widget to pay in the same form, it hung.

    You guys have a bug going on.  You are not interfacing with PayPal or the network correctly. I have to make a go-nogo decision on using your application.   I need a resolution.   I can work with you to recreate the problem if you can monitor my submital somehow to allow you to trap what's happening.   

    Are you interested?

    Dan

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    JotForm Support

    Answered by BDAVID on May 15, 2017 at 09:49 PM

    Did you try using a different network?

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    Answered by DanBlum on May 15, 2017 at 10:17 PM

    All my testing is from my home computer, Windows 10,  on WiFi and Spectrum/TWC.  Tomorrow I will try it from a university campus.   

    Even if it becomes more reliable there, my setup is typical of most customers who I trying to reach.  But maybe having it work on another network will help with your problem determination.  I can't ask customers to go to another computer!

    Thanks.

     

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    JotForm Support

    Answered by EltonCris on May 16, 2017 at 01:41 AM

    Hi Dan,

    I am a thousand miles away from my colleagues and like them, the Paypal window loads just fine on my end.

    Thanks for your cooperation by the way and we hope that everything works properly in your next test using a different network.

    Regards!

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    Answered by DanBlum on May 17, 2017 at 08:21 AM

    I tried my form that has the PayPal widget on a machine "away from my home" and it worked!  I'm going to continue finding other test sites.  For now I'm proceeding as if this will be stable.   Thanks for your help.

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    JotForm Support

    Answered by NeilVicente on May 18, 2017 at 02:02 PM

    Thank you for that information. We shall mark this ticket as resolved, but please do not hesitate to get back to us if and when such issues occur again.

    Kind regards,