Why are my users getting an error message when submitting my form?

  • Profile Image
    Elizabeth Rowland 
    Asked on February 05, 2018 at 01:33 PM

    Hello,

     

    I use Jotform to create event registration forms, membership purchase forms, surveys, and more. I have been having random isolated incidents of glitches for a while that prevent people from submitting their forms. The majority of people using my forms have no problems, and some of those that do have problems just resubmit a couple times and it finally works. However, in the past couple weeks glitches have happened multiple times across several forms. I can’t continue to use an unreliable service, because it reflects poorly on my organization. Can you help figure out what the problem is and why the forms are so unreliable? 

     

    Here are are a few examples of the glitches:

     

    1) someone filled out an event registration form but when she hit the register now button, she got an error message that said the page couldn’t be displayed at that time. Other webpages were working fine.

     

     

    2) someone filled out a survey and for the email verification field it said the two emails didn’t match when they did (see attachment and link)

     

     

     

    3) someone registered for an event and it wouldn’t accept the credit card expiration month even though it was correct 

     

     

     

    4) a while ago two companies were filling out a survey (which takes ten minutes of their valuable time) but it wouldn’t submit (they didn’t tell me what the error message was).



    If we can’t find a reason/resolution for all these unrelated errors, I am going to have to cease using Jotform.

     

    Thank You,

     

    Elizabeth Rowland 

  • Profile Image
    Kevin_G
    Answered on February 05, 2018 at 02:25 PM

    Please accept our apologies for all the inconveniences you may have experienced with these issues. 

    First off, we do recommend to open a thread per issue/question, this helps us to focus our attention in one matter only so we can better provide workarounds or forward the issue to our second level for further inspection so we will assist you with your first issue here and the other issues have been moved to different threads: 

    2. https://www.jotform.com/answers/1373241  

    3. https://www.jotform.com/answers/1373245 

    4. https://www.jotform.com/answers/1373246 

    For each issue we would need to know the form URL where it happened and if the forms are embedded on any web page, then having the links would be helpful as well. 

    So for the first problem we would need to get the web page where the form is embedded on, we will check the thank you page as well as the form settings in order to see if there was anything that may have caused this. 

    Also, it may be that the user had a security software that blocked the JotForm thank you page URL so we would need to check that as well, otherwise we would not be able to replicate the problem and take any action on it. 

    So please, share us the form of the web page where the first problem happened and provide a sample form on each thread issue accordingly, we  will be more than happy to help you. 

  • Profile Image
    TNChinaNetwork
    Answered on February 06, 2018 at 02:31 PM

    Thank you for your timely, human-sounding response!

    Here is the URL for the webpage that linked to the jotform where I was having the #1 problem: http://tnchinanetwork.org/event/china-supply-chain-management-seminar-nashville/

    Here is the corresponding jotform: https://form.jotform.com/80015035473144

    I had quite a few other people successfully use the form, so I'm not sure if the problem is related to a certain computer or browser type, or what. I can ask her about browser security software, but I'm not sure if she will get back to me. If you have specific questions I should ask the person who had problems, please let me know.


    Thanks,

    Elizabeth


  • Profile Image
    Elizabeth Rowland
    Answered on February 06, 2018 at 02:38 PM

    Kevin,

    I realized that I created the initial support thread without logging into my TNChinaNetwork jotform account. As such, when I click on the new threads you created, it says that I don't have permissions to access them. Can you link them somehow to my TNChinaNetwork account so I can open those threads?

    Thanks,


    Elizabeth Rowland

  • Profile Image
    Kevin_G
    Answered on February 06, 2018 at 04:18 PM

    I have cloned your form on my end and it seems like it works, I have noticed that you have the Stripe integration, I have tested using sandbox mode and it worked on my end. 

    You may test my cloned form here: https://www.jotform.com/80365848480970 

    This test payment info will help you to: 

    - Credit Card Number: 4242424242424242

    - CVC : 123

    - Valid Expiration Date

      *Later than the current date

    Is the user receiving any error message? 

    There may be something causing this, but we need to know which feature causes it, you may ask the user for a screenshot of the error they get, if any, or a screenshot of the console report, there may be an error that could help us to know what the issue is. 

    This guide will help getting the console report: https://www.jotform.com/help/453-How-to-get-a-console-report-from-most-common-browsers 

    This guide will help uploading the images with your next reply, please do not attach them on email replies to this forum thread or they will not reach the thread: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum 

    Regarding the other threads, we cannot change the ownership and they are related to your email address Erowland@tnchinanetwork.org, but since the address  is the same like the one you used on your account you should be able to access the threads. 

    Alternatively, we may set them as public so you can see the replies there, but this is something that we will do only if you agree. 

    We will wait for your response. 

  • Profile Image
    Elizabeth Rowland 
    Answered on February 06, 2018 at 05:00 PM

    I am fine with making the threads public. I don't know why I am having trouble accessing them since it is the same email address. Here is the image of the error message I get when I click on the "view this thread on browser" link.

    1517954332jotform thread access error me

    Unfortunately, I am not able to get any screenshots or console reports from the user who had the problem with my form, because the user had the problem several days ago. They will no longer have that information.

    The user just told me by email the following: "I receive an error message when I hit the 'register now' radio button: 'This page can’t be displayed'."

    In the future I will ask for a screenshot or a console report from the user at the time they notify me of the problem. It's a bit of a burden on the user though, and as they are my customers, I prefer to not give them even more trouble asking for them to take screenshots, etc. I understand that info is important for figuring out the problem though.



  • Profile Image
    Kevin_G
    Answered on February 06, 2018 at 06:29 PM

    Ok, those threads are public now so you can access them. 

    Based on the message they got "This page can’t be displayed", I think the problem had to do with something blocking the JotForm thank you page link, that's why I recommended to check any security software or add-on installed on the browser. 

    However, if the problem persists, please ask with the needed information so we can further investigate it from our end. 

    We will be happy to have a look on it. 

    Thanks.