FORMS ARE NOT MOBILE RESPONSIVE

  • Profile Image
    Muffet
    Asked on February 19, 2018 at 12:29 AM

    I refer to my last question here

     https://www.jotform.com/answers/1355753-Is-it-essential-to-use-the-mobile-responsive-widget#4

     

    Hi John

    I have been using my forms now for about a month and unfortunately I have received a number of complaints from clients advising the forms are not mobile responsive. 

    Negative feedback includes:

    - the link sent to clients to the second (MAIN) form does not let them fill out the MAIN form (set up this way so folks can save and resume)

    - if clients can complete the MAIN FORM clients are not directed to the payment option once submit is selected

     

    When I test the forms using the methods suggested by you above or simply by trying to fill in a form using a desk top the forms do indeed work. Despite this I am still getting feedback the forms are not mobile responsive and more significantly business has dropped considerably.  

    Hence, I suspect some users might be experiencing issues using desktops, tablets and mobile devices. 

    Can you look into it please and advise if you find anything.

     

  • Profile Image
    Ardian_L
    Answered on February 19, 2018 at 07:49 AM

    I have tested out the website you have provided and in my case they are fully responsive. I have tested out your website on Android and IOS. Please check the images below:

    151904423428191079_10211967043471750_125  1519044561Adoption.png

    Can you please provide a screenshot of the issue? 

    Note: The responsive widget is deprecated which means you don't need to use it anymore as the forms are responsive by default.

    Please provide a screenshot of the issue so we can investigate further more.

  • Profile Image
    Muffet
    Answered on February 19, 2018 at 08:00 PM

    Thanks for testing the forms on both mobile platforms. Like you, I could not find the reported fault but as there have been multiple complaints I believe there is a problem. As clients are reporting retrospectively, or not even reporting i at all until I call later to enquire why they are not using my service (with the new form)  it is too late to ask for screen shots to be sent to me so I can post them here. 

  • Profile Image
    Kevin_G
    Answered on February 19, 2018 at 11:19 PM

    It would be a bit hard to provide some workarounds on this if we cannot replicate the issue on our end. Like my colleague, I tested the form on the link you provided and it works on my end, the form displays fine on a mobile device screen resolution. 

    There are many factors that we would need to know in order to further test the issue and look for possible workarounds, for example, the device they are using, what kind of error message they received when they were unable to fill out the main form or if they were not able to click on any field to start filling it, if they payment field was filled out or not when they were not redirected to PayPal or if there is any kind of incompatibility issue with the browser they were using.  

    It may be that only certain domains were allowed on network where they were connected on, so the JotForm resources were not properly loaded. 

    By default, and without having anything blocking any resource that JotForm uses, the forms should work as expected, mobile responsive, performing calculations if they were correctly configured and passing the correct values to the payment field.

    From our end, I have cleared your forms cache so the latest version of your forms is loaded. 

    Thanks. 

  • Profile Image
    Muffet
    Answered on February 22, 2018 at 08:38 PM

    Hi Kevin

    Thanks for your detailed response. I understand what you are saying.

    Regrettably over night it has happened again in that numerous users are having problems. They are having to fill in FORM 1 more than once and data is not being saved in FORM 2 (it appears they can fill in fields though). Some users cannot save and resume later by using the link to FORM 2.

    I was going to send a screen shot of my inbox but realised I would be making public first and last names. Perhaps you can look at the submissions your end in order to see how many times users have to repeat FORM 1 so you know I am not fibbing:

    FORM 1 https://form.jotform.co/80189099384874

    FORM 2 https://form.jotform.co/80178850684870

    I have managed to get some feedback from two users - attached. 

    1519349633Jot 2.png

    1519349647Jot 3.png

     

    I suspect there are a few things going on and could indeed be user error or user device error or even browser error. Meanwhile I have put a note on the form to recommend users only use tablets and desktops until we can achieve more reliability. 

     

  • Profile Image
    liyam
    Answered on February 22, 2018 at 11:02 PM

    Thank you for the details, Muffet.

    However, with the details on the saving issue, I think it is best that we discuss the matter on to another thread to avoid confusion with regard to the details of the issue. Hence, I have moved the matter to this link: https://www.jotform.com/answers/1394393

    Now, with regard to the mobile responsive issue, would you happen to know the device that they are using so we can try and replicate the issue if there is something that is causing this on the style sheet?

    Thanks.