URGENT: My form is getting stuck at 'Please wait'

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    undgresAuburn
    Asked on February 02, 2013 at 04:21 PM

    The office of Undergraduate Research of Auburn is having uses with submissions. Our form keeps getting stuck at Please wait. I have tried the direct link and the embedded form, and neither of them will show the thank you page. Our due date is this Tuesday, so it is urgent that we solve this problem soon. 

     

    http://jotform.us/form/22356448808158

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    undgresAuburn
    Answered on February 02, 2013 at 06:10 PM

    My Account has now been disabled due to "phishing"....

     

    Please help.

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    EltonCris
    Answered on February 03, 2013 at 12:21 AM

    Hi,

    Your account and form should now be fine. I was able to submit a test submissions with your form without any error.

    Please recheck. Thanks!

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    undgresAuburn
    Answered on February 04, 2013 at 10:12 AM

    Thank you for your response.  We are still having this issue on both a duplicate form and a the original.

     

    This issue has caused our account to recieve duplicates of the forms.  We now have recieved 81 /100 in the past 3 days which is a false number. We were planning on upgrading our account, but the unstability of your product has made us rethink our options.

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    pinoytech
    Answered on February 04, 2013 at 11:18 AM

    Hi,

    As I've check your form on my end, I wasn't able to replicate  the issue like my colleague Elton. Have you tried already clearing your browser cache and cookies? If not, can you please give a try? And can you please check again your form using this link: http://www.jotform.us/form/22356448808158 instead of http://jotform.us/form/22356448808158.

    Thank you!

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    undgresAuburn
    Answered on February 04, 2013 at 11:47 AM

    Pinoytech,

     

    Thank you for your prompt response.  This was the problem!  We appreciate your help!

     

    Our submission count is at 101/100.  Does this mean we will still have the ability to receive submissions?

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    Welvin
    Answered on February 04, 2013 at 01:50 PM

    Hi,

    Please try adding the captcha field to your form, this may help avoid duplicate or triplicate entries coming from the form. I have reset your submissions counter and activated your account.

    Please let us know if the issue will still occur after adding the captcha field so we can forward this to our developers for further investigations.

     

    Thanks

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    undgresAuburn
    Answered on February 05, 2013 at 12:38 PM

    Welvin,

    We have upgraded our account, and now we are having issues with 'please wait' again.  This is the link we are using. 

     

    http://www.jotform.us/form/30327011505135

     

    I had a captcha field when I was having this same problem.  It does not fix the problem, and we would rather not have it on our page.  Submitters are not recieving notifications either.  

     

    P.S. Today is our due date so it is crucial that we get this working if we are going to continue to use Jotform.

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    jeanettebmz
    Answered on February 05, 2013 at 01:13 PM

    I made a clone of your clone form and I sent a test succesfully

    Please embed that one rather than the original clone form. That should resolve the issue

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    undgresAuburn
    Answered on February 12, 2013 at 02:49 PM

    Thanks for you previous help.

     

    It says we have used 1068 out of 1000 submissions, and we should have only recieved 170 max.  Could you please look into this.

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    jeanettebmz
    Answered on February 12, 2013 at 03:54 PM

    Actually no

    The count is correct, for example, for Form: 30327011505135 Count: 733 , and you have  706 submissions

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    jeanettebmz
    Answered on February 12, 2013 at 03:55 PM

    Please log out, clear your browser cache and log back in

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    undgresAuburn
    Answered on February 14, 2013 at 01:12 PM

    Dear JotForm Support Manager,

    The count should not be this high. Your form has been extremely unstable for our program. We have had to make clones to multiple forms as a result of Jotform accepting hundreds of duplicate applications. If we are going to continue to use your software, we will need to be convinced that JotForm will not have these frequent reoccuring problems.

    At this point the our program is very dissatisfied with the lack of stability and robustness of JotForm.

    We hope that you value our business and can work to find a stable solution to our problem.

     

    -Undergraduate Research Program of AU

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    Welvin
    Answered on February 14, 2013 at 03:49 PM

    Hi,

    By the way, if you will total your overall forms submissions, you will then actually surpass the limits for your Premium Account. Well, I have check your forms submissions and you are right there, we don't know why there are duplicate and triplicate entries. This is not a common issue with Jotform, they are duplicated maybe because of the the issue with "Please wait..." and users clicking the submit button twice.

    Have you embedded this form to your website? If yes, please kindly share with us the webpage URL where the form is placed so we can check and investigate further.

    I have activated your account and reset your submissions counter (not all). And I have your forms cache cleared, I hope this helps.

     

    Thanks

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    jeanettebmz
    Answered on February 14, 2013 at 07:39 PM

    @undgresAuburn

    I understand your point and I deeply apologize for the recent inconveniences you have had experienced with us. In fact, we have thousands of satisfied customers. However, there are times we need to apply improvements or new releases that might affect some of them. Unfortunately this was the case with you.

    For the duplicate entries, like Welvin stated, if you have this form already embedded into a webpage, there might be some coding that might prevent the form to submit and show messages such as "please wait", this might cause your customers to just get back and resubmit, causing duplicated submissions.

    At any rate , rest assured that we will always strive to fix the issues to the best of our abilities and ASAP, in order to provide a reliable uptime.

    Let us know if further help is needed and we will be more than happy to help

    Cheers!


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    olka
    Answered on March 14, 2013 at 01:35 AM

    Guys, we have the same problem - after updating to the paid account yesterday we have please wait issue even by your standard url http://form.jotformeu.com/form/30620471136343

    Have cleared the cashe and cookies after log-off and then logged in - doesn't help - please help to resolve this

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    EltonCris
    Answered on March 14, 2013 at 04:54 AM

    @olka

    I have cloned your form here and everything seems to be working properly. Could you please try to clone this form http://form.jotformpro.com/form/30721855798971? and check if the form works properly on your end?

    Here's a guide on how to clone form URL: How to Clone a Form from a Web Page

    I have also cleared your form cache here, we'd appreciate if you could check the form on your end with browser's cache cleared?

    We'll wait your findings. Thanks!

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    olka
    Answered on March 14, 2013 at 05:08 AM

    Thanks, Elton! Works now)