502 Bad Gateway Error

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    siemonco
    Asked on July 24, 2017 at 10:55 AM

    I have users in Australia getting a 502 Bad Gateway Error when trying to submit a form.  It doesn't seem to happen anywhere else as far as I can see.  The form is just a link on a webpage, and it is a secure site.  Any suggestions?  This is the form:

     

    https://form.jotform.us/63346395533158

     

    Thanks

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    Nik_C
    Answered on July 24, 2017 at 01:18 PM

    Could you please tell us, if the page is embedded, what is the URL of the website?

    Maybe the issue is related to how the form is embedded, but it is strange that it happens only there.

    We'll wait for your response.

    Thank you!

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    siemonco
    Answered on July 24, 2017 at 01:51 PM

    It is not embedded, just a link on the webpage. 

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    Nik_C
    Answered on July 24, 2017 at 03:08 PM

    Thank you for getting back to us with this information, did you have any additional user reporting since I wasn't able to replicate this issue so I'm wondering if it is an isolated case?

    It would help if you could get a console report from the user's Browser while they are submitting, that woud be very helpful in determining the cause.

    Here is how:

    In Chrome browser, click CMD+Option+J (on Mac) or CTRL+Shift+J (on Windows) and here is the how it would look like:

    We'll wait for your response.

    Thank you!

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    siemonco
    Answered on July 24, 2017 at 03:36 PM

    Thanks.  Let me see if the guys in our Australia office run into the same problem.  These are customers completing the forms and I don't want to make them do that.

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    Jim_R
    Answered on July 24, 2017 at 05:16 PM

    Thanks, please keep us posted on how it goes. When testing, I recommend you try with different URLs to see if it would make any difference:

    https://form.jotform.us/63346395533158

    https://form.jotform.com/63346395533158

    https://www.jotform.com/63346395533158

    Any of the links above will lead towards your form. If your AU based team encounter the same, please have them share a screenshot of how they see their browser console like my colleague suggested.

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    siemonco
    Answered on July 25, 2017 at 09:02 AM

    None of those worked for him.  I am waiting for a screenshot of the console view.

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    siemonco
    Answered on July 25, 2017 at 09:50 AM

    I think that I found the root cause.  These forms tend to have a lot of uploads associated with them, but I was never informed of how many there could potentially be.  In this case there were 386 files associated with the submission and my internal guy was also trying to add all of those files.  When he attached one it worked.  I am going to set a limit and an alternative method.

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    Nik_C
    Answered on July 25, 2017 at 12:06 PM

    That makes sense, please try limiting the upload, since it could happen that it hangs up while uploading all those files, throwing the error.

    If you notice any further problems please get back to us.

    Thank you!