- m_watsAsked on February 28, 2018 at 06:54 PM
This morning, we have seen that the google address map locator tool is not working on firefox, chrome or safari. It is working on Edge.
When not working, it is failing to render a map. The text entry box is able to be edited, but it is unresponsive to inputs.
Appears that one of the libraries is not properly loading.
matt [10:51 AM]
`ipinfo.io/json?callback=jQuery1113011368059054097057_1519861806572&_=1519861806573 Failed to load resource: the server responded with a status of 429 ()`
Can you please investigate urgently. This is business critical.Page URL:
- JotForm SupportJanAnswered on February 28, 2018 at 09:20 PM
Unfortunately, I was not able to replicate the issue in Google Chrome and in Mozilla Firefox. The auto-detect and search function is working properly, here's a screen capture:
Are you still experiencing this problem on your end? If yes, then please try to clear your browser cache.
I also cleared your form cache so that your forms will be refreshed from our servers.
Let us know if the issue persists. Thank you.
- m_watsAnswered on March 02, 2018 at 06:27 PM
The problem went away yesterday without us doing anything. But it has recurred again this morning.
I have cleared my browser cache on Chrome (PC) and that has not helped. Same also on Chrome (Android).
Help - this is critical.
- m_watsAnswered on March 02, 2018 at 06:29 PM
It continues to work in edge (for what that is worth :)
- m_watsAnswered on March 02, 2018 at 06:35 PM
- JotForm SupportJanAnswered on March 02, 2018 at 08:01 PM
Please try to check if the issue is happening on the form's direct link: https://www.jotform.com/80308426822858.
If it is working properly in the form's direct link, then you need to re-embed the form using the iFrame method. Here's how: https://www.jotform.com/help/148-Getting-the-Form-iFrame-Code.
Hope that helps. Thank you.
- m_watsAnswered on March 04, 2018 at 12:09 AM
Hi, we think we have found the problem, but we are not able to solve it.
It seems that the Address Map Locator is using a 3rd party service to determine location from the users IP address. The developer seems to be using their own key for this access. This is what is causing the error in the locator - and instead of handling the error (by providing a default location for the map), it freezes the system.
We are seeing the error intermittently probably because the developer has a limited daily number of queries - and they must be reaching that limit. As we are in Australia - the system therefore runs out of credits in our morning, but starts working again as the time passes mid-night in (one of the) USA time-zones and the number of credits is re-set.
Can you talk to the third party developer to provide 2 updates:
1 - there needs to be sufficient credits in the system so it works as designed. We are paying for Jotforms (primarily because of the Map Locator). If this is not-reliable then we need to cancel our membership and will ask for a refund.
2 - put error handling into the widget so that if user location is not available and their IP-location search comes back with an error- the system will not hang-but will instead provide a default location so the widget can work
As an aside, the Google search (auto complete) function does not appear to use the location to assist selections, it is providing US addresses as a default - it should be using the identified location of the user and searching for locations close to that point by default. This issue has been raised by a number of our customers - so we see it as an important issue.
Thanks in advance
- JotForm SupportliyamAnswered on March 04, 2018 at 06:06 AM
Thank you for sharing your observation on this matter.
Let me forward this to the development team so for them to further investigate the matter. We will inform you once we have updates.
- m_watsAnswered on March 05, 2018 at 12:08 AM
- JotForm SupportJanAnswered on March 05, 2018 at 08:48 PM
Thank you for the additional information. I will update the problem description of this ticket.
Initially, HTML tags will work in the post. However, if you edit your post or reply, the HTML tags will be treated as HTML and not as a regular text.
You can paste your code into PasteBin and share the URL.
- m_watsAnswered on March 08, 2018 at 05:14 PM
Problem Still Occurring. PLEASE - this is urgent. You are destroying my traction at a critical time in business growth. I am paying for this service and it is failing most days.
URGENT URGENT URGENT URGENT
- JotForm SupportSeanAnswered on March 08, 2018 at 07:19 PM
Are you still facing issues in different browsers? I have seen it working and unable to reproduce the issue
Please find the screenshot below.
- m_watsAnswered on March 09, 2018 at 04:10 PM
Hi Sean, This morning from 6am in Sydney (+10GMT) the form is not working in Chrome, but it is working in Edge. The timing of failure is typically some time in the morning between 4am and 9am. And continues until around 11am here (+10GMT).
We are doing an ugly workaround this morning to cater with our peak weekend morning customer demand and hope to have a replacement form running shortly (built our own).
I suspect you have a daily credit limit on IP to Location finder (required by chrome/ios) that is running out of credit at the end of your day. Edge must be providing the data in a different way (or has some error handling) that avoids the problem.
Its a real problem, happening every day.
- JotForm SupportaubreybourkeAnswered on March 09, 2018 at 04:46 PM
You have been assigned a developer. And they have marked this thread as important.
If this issue is affecting everyone (which I believe it is) it should be fixed asap.
Please bear with us as we attempt to fix it.
- m_watsAnswered on March 09, 2018 at 06:31 PM
if you are looking at the site, I have now moved the non-performing form to
https://www.noisenet.com.au/nr2 at times where the map locator is not working.
I have a non-map based form at the original address during these periods so I can at least harvest customer details for manual entry via Edge.
- JotForm SupportJanAnswered on March 09, 2018 at 08:21 PM
We apologize for any inconvenience this may have caused you.
We still do not have any update regarding this issue. I will contact the developer assigned to this ticket and I will ask for any updates.
Thank you for your patience and understanding.
- m_watsAnswered on March 25, 2018 at 08:49 PM
Hi Jan, Thanks for trying to resolve the issue, but it has persisted. We will now be cancelling our membership - as your service was unable to provide reliability and has significantly damaged our customer uptake rates.
- JotForm SupporttinaAnswered on March 26, 2018 at 03:44 AM
Please accept our sincere apologies for the inconvenience caused to you.
We understand the urgency of this matter and this issue will be fixed as soon as possible.
I will contact the developer to ask for an update. You will be notified via this thread within the shortest time.