The form page keeps on loading but never loads

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    sharms53
    Asked on August 23, 2018 at 11:14 AM

    DSV has been unable to use jotform. The page keeps on loading but never loads. This is really frustrating for them as their payment is getting delayed.

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    Kiran
    Answered on August 23, 2018 at 12:19 PM

    I have checked the form link provided on Google Chrome and IE 11 and see that it is loading normally at my end. Could you let us know the version of the IE browser being used? We generally recommend our users to use Mozilla Firefox or Google Chrome.

    Also, please try using the following URL with secure replaced with www to see if that works. 

    https://www.jotformpro.com/form/51396570189970?vendorNumber7=0000362444&companyName12=DSVAIRANDSEAINC

    Please get back to us if you need any further assistance. We will be happy to help. 

  • Profile Image
    sharms53
    Answered on August 24, 2018 at 09:43 AM
    Hi Team,
    I just confirmed from DSV that they have been using Internet Explorer 11 and google chrome. They also stated that they used the new link that you provided with IE 11 and google chrome. It didn’t work for IE but the new link is loading on chrome but it is still taking 2-3 minutes on google chrome.
    Kindly refer to the below screenshot after using the new link. Also, they noticed that when they enter their site, on the bottom left corner they see the prompt below and it stays up for a minute or two. Perhaps this is their firewall or something, cause the delay?
    [cid:image002.png@01D43BDC.E369C270]
    [cid:image003.png@01D43B89.D5AF97C0]
    Regards,
    Shilpa Sharma
    Accounts payable (NA)- Associate
    Email: shilpa.sharma@bms.com
    [1510062291740_PastedImage]
    ...
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    Kiran
    Answered on August 24, 2018 at 11:10 AM

    It looks like that you have attached the screenshot to the reply email. Please note that the images attached to the reply email cannot be posted back to the forum post.  We request you to attach the screenshot by opening the thread using the link below:

    https://www.jotform.com/answers/1560954-

    1535123199ForumScreenshotUpload.png

    Could you also check the link if it is opening normally at your end, if you are on a different network? The delay could also be possible by the network also. You may also check the form using the mobile network to see how it works.

    Please get back to us if you need any further assistance. We will be happy to help. 

  • Profile Image
    sharms53
    Answered on August 24, 2018 at 11:43 AM
    Hi Kiran,
    Yes, we are able to open the link normally at our end.
    But can you please look into why DSV is unable to use the original link? What’s actually causing this issue and please try resolve if possible from your end.
    Regards,
    Shilpa Sharma
    Accounts payable (NA)- Associate
    Email: shilpa.sharma@bms.com
    [1510062291740_PastedImage]
    ...
  • Profile Image
    Kiran
    Answered on August 24, 2018 at 12:10 PM

    Since you were also not able to replicate the issue, the issue could be at the user's end itself. We request you to check with them if they were able to access the form using a different network or on mobile to check.

    Thank you!