Parts of the site and forms are not loading

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    tsdlab2
    Asked on April 24, 2019 at 10:40 AM

    Hello,

    For the last two weeks, every few days, things seem to go crazy with our jotforms.  Sometimes images that are in the forms are not showing up when sent to print as a pdf, links are suddenly sending to the wrong location, we can't open up forms or sections of the system, clicking a link just causes the webpage to constantly be at a 'loading' screen, etc.  I had figured this was a temporary issue, maybe an update to the system got pushed out, but as things have continued to go haywire, I felt the need to approach you guys and let you know.  This has been happening to all of our forms.

    Please look into this and let us know ASAP.

    Thanks.

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    david
    Answered on April 24, 2019 at 12:42 PM

    Since the issue seems to be site wide, my assumption is that something on your network might be blocking some of our resources.  There shouldn't currently be any issue accessing parts of the site and all forms should be loading.  I checked several of your forms and there do not appear to be any issues.

    Check the site and forms from a device that is not connected to your current network and see if everything loads.  A cell phone on mobile data is usually easiest to check with.  If everything does load, it is very likely something on your network blocking our resources. 

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    tsdlab2
    Answered on April 24, 2019 at 01:41 PM

     I just tested from my mobile phone on the 'Custom Shade' form and it did not fully submit the form.  We didn't receive the information to the email box.

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    tsdlab2
    Answered on April 24, 2019 at 02:07 PM

    I was just informed that our couriers, who use a jotform with our Hipaa compliant account (this is our non-Hipaa compliant account), is also having issues.  They fill in a form when outside of the office, and that is not submitting properly as well.

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    david
    Answered on April 24, 2019 at 03:22 PM

    I tested your custom shade form and my submission went through without issue.  Is the form embedded to a web page or anything of that nature?  Also, when you tested on mobile, were you connected to wifi or on mobile data?  As far as I can tell the form should be funtional.

    The HIPAA compliant forms issue should be resolved.  There was an issue on our end that was preventing some forms from being possible to submit but it should no longer be present. 


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    tsdlab2
    Answered on April 24, 2019 at 05:09 PM

    When I tested on mobile, I was off the wifi.  When we hit submit, we have a system in place to automatically generate an event in outlook.  We have verified that that system is working in place as we can manually test it.  When we hit submit here, for the Custom Shades form, as an example, for some users, it loads saying it was successful, but then when we click to view it as a pdf, the page either never loads, or it loads a blank page.  For others, they can't even get into the form.

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    Welvin
    Answered on April 24, 2019 at 07:07 PM

    Please get us the browser console logs for us to determine if you are getting an error which we can forward to our backend team. Guide below:

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

    Note that you need to access this thread to upload screenshots. 

    Also, please test the form and PDF with your other browsers to see if you can reproduce the problem there.