Jotform Card Form: Form displaying Errors before Form is submitted

  • Profile Image
    riskTVYMCA
    Asked on January 03, 2018 at 08:14 PM

    Hello,

    I've encountered a strange quirk in my form that I can't figure out how to get rid of or why it is happening.

    Here's what is transpiring: 

    -The form is reviewed and submitted. Immediately, an error message pops up indicating form errors are present. The message appears for 4-6 seconds before changing to the "Thank You, Your Form Has Been Received" screen. 

    -This happens on when submitting the form on my ipad, PC, Macbook Pro, and iphone.  

    -My assistant has encountered the error with each submission, too, when testing the form. 

    I'm eager to know if there is a fix!

    Your help is appreciated :) 

    Thank You, 

    Kim

  • Profile Image
    Kiran
    Answered on January 04, 2018 at 12:30 AM

    Generally, this error occurs when there are any skipped fields on the form are required field. I have cloned the form to my account and was able to replicate the issue at my end. Since there are several conditions on the form hiding the fields, we request you to check the required fields and with the conditions. Please allow me some time to check the form and fields and get back to you with relevant information.

    Thank you for your patience.

  • Profile Image
    riskTVYMCA
    Answered on January 05, 2018 at 08:53 PM

    Thank you, Kiran, for your suggestions.

    I removed all requirements and un hid all questions.  The error message disappeared initially, but after subsequent entries it began to appear again, as well as a white background.  The normal background is red. 

    Please advise.

    Kim


  • Profile Image
    Kiran
    Answered on January 06, 2018 at 12:21 AM

    I have tried sending a test submission to your form and I was not able to replicate the issue at my end. There is no error message displayed and the background is also displaying correctly.  Were you able to fix the issue? If you are still experiencing any issue with the form, please let us know. We will be happy to take a look again.

    Thanks!

  • Profile Image
    riskTVYMCA
    Answered on January 06, 2018 at 11:35 AM

    Hi, Kiran.

    Yes, the issue is still present.  The form is freezing on what appears to be a particular question, too. I've tried clearing my browser and the form cache thinking that might help. No luck.  Any ideas?

    Thank you,

    Kim

  • Profile Image
    TREVON
    Answered on January 06, 2018 at 01:35 PM

    I have tested your form several times and could not replicate the issue. I have however noted that your form becomes slow sometimes and this may be linked to the form having many conditions.

    You have 40 conditions in your form which i think could cause some delays checking if the fields have been filled hence you get the error showing some fields may not have been filled.

    I have escalated the issue to our Level2 support team for further analysis and resolution of the issue. We will update you on this thread once the issue is resolved.

  • Profile Image
    riskTVYMCA
    Answered on January 07, 2018 at 02:40 PM

    If there is an optimal number of conditions before a form starts malfunctioning, please let me know what you recommend. In the meantime, I revised the form and was able to reduce the number of conditions from 40 to 32. However, now, the form is even slower and unresponsive. 

    Additional bugs experienced the last three days:

    -palette was suddenly changed from red to white, cannot change palette because options are invisible.  this has occurred twice.

    -one dropdown list (question "branch location of incident") is not visible when using iPad mini

    -two separate conditions were unexplainably altered.  the red "error" text alerted me to the changes

    -two elements were unexplainably added to the form's question list.

    -after submit button is selected, the screen turns white and says processing; processes indefinitely

    -noticed that consistently around 9 pm - 12 am MST the form slows and glitches


    1515353731Screen Shot 2018-01-07 at 12.1

    1515353826Screen Shot 2018-01-07 at 12.1


  • Profile Image
    jonathan
    Answered on January 07, 2018 at 04:36 PM

    Thank you for providing us with more details about the issue. This should help our developer assigned on the bug ticket report in fixing the problem.

    We apologize for the inconvenience caused. We will notify you here at once when new updates on the status is available.

  • Profile Image
    cem
    Answered on January 16, 2018 at 09:24 AM

    Hey riskTVYMCA,

    The current problem that causes freeze is caused by a conditional loop. The condition validation system tries to update status of hidden/shown fields when a condition validation happens and tries to check all other conditions again which are related to updated field.

    In your case, the conditional loop caused by the following conditions in screenshots:

    1516111958Screen Shot 2018-01-16 at 17.1

    1516111975Screen Shot 2018-01-16 at 17.1

    1516111990Screen Shot 2018-01-16 at 17.1

    (I will refer these conditions as Condition1, Condition24 and Condition26)

    The validity of Condition1 depends on Page Url components and visibility of 'Confirm Your Role/Identity' also depends on Condition1. When system checks validity of it and update visibility of 'Confirm Your Role/Identity'; the update process triggers Condition24 and Condition26 which are updates visibility of 'Get Page URL Cliff Naumann' and 'Get Page URL Risk and Safety'. The loop starts at here by the trigger of Condition1 because of visibility update on Page Url components which start the whole process again.

    We are currently working on the condition system to prevent problems like that but I cannot give a resolve date for this ticket at the moment.

    A quick solution would be removing page url elements from Condition24 and Condition26 or using different fields for Condition1 and Condition24/Condition26 for page urls.

    I will be updating this ticket as soon as we resolve this problem.

    That aside, the other problems probably related to the this conditional loop which causes a malfunction on the whole system functionality of form. (I have not faced with those issues while working on a cloned form)

    Sorry for the inconvenience we have caused and thank you for your understanding.

  • Profile Image
    cem
    Answered on January 17, 2018 at 03:34 AM

    Hey again,

    The conditional loop problem is fixed. The form should function as expected without requiring any changes. Can you verify that your form functions properly at the moment?

  • Profile Image
    riskTVYMCA
    Answered on January 17, 2018 at 06:21 PM

    No, the form is still not functioning properly.  

  • Profile Image
    jonathan
    Answered on January 17, 2018 at 06:40 PM

    Thank you for updating us on the status. I have relay your latest update to our developer assigned on the ticket.

    We will notify you here for any updates as soon as available.


  • Profile Image
    cem
    Answered on January 18, 2018 at 11:54 AM

    Hey riskTVYMCA,

    Is the problem still the same thing you have in your list or anything else?

    Can you also try to clear your cache (form cache and browser cache) before trying again?