Form is getting stuck and not sending.

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    MikeMPT
    Asked on July 18, 2019 at 03:38 PM

    This was an existing issue - said to be resolved. Several communications back and forth. Opening a new ticket due to issue still remaining. 

    Customers submitting the form are reporting that the submission will get stuck at "please wait while we are processing your request..."

    Form settings were changed to noreply@jotform.com 

    Example form not sent:

    81994219809168/4392873739612430648

    I manually forwarded this example form after no notification was received. 

    Please have your team review this issue further. This started a month or so ago and has been happening intermittently.


  • Profile Image
    Kevin_G
    Answered on July 18, 2019 at 05:04 PM

    Please kindly note that the issue about the emails has been reported to our second level support here: https://www.jotform.com/answers/1888088 

    Also, kindly note that you should ask on that thread for updates as our second level will also use that thread to update you, please feel free to ask for updates on this matter there. 

    Now, regarding the other issue, if the form is getting stuck then that's indeed a different matter that needs to be checked so I went ahead and tested your form, it seems to have been sent without any problems, example: 

    15634838361.gif

    Is your form embedded in a web page? 

    If so, you may share us the form URL so we can see if the issue happens only on the embedded version. 

    Looking forward to your response. 

  • Profile Image
    MikeMPT
    Answered on July 18, 2019 at 06:41 PM

    When I click on the link you posted it says unauthorized access. 

    Form is located here. 

    https://www.morepowertuning.com/tuneform

    If you look at the log you can see sometimes it works, sometimes it fails. Like I said, it was working great for quite some time with no failures. Then recently it started failing more and more often. Last week when you were working on your email issues and everyone else was reporting notification issues it was almost every single form failing. Now it's back to intermittent.

    Testing it one time might not result in a failure. Doesn't mean there isn't an issue. 


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    Kevin_G
    Answered on July 18, 2019 at 08:15 PM

    Sorry, I provided the wrong link, this is the correct one for your ticket: https://www.jotform.com/answers/1888357 

    Kindly note that since this is private you must be logged in to view the thread. 

    Now, I have been testing your form and I was able to replicate the issue, here is a screenshot about what I can see: 

    15634951112019-07-18_18h04_14.png

    It seems like the issue happens while doing the redirection between different domains, you may try embedding the form using the iFrame code and see if that helps, this guide will help you getting the iFrame code for your form: https://www.jotform.com/help/148-Getting-the-Form-iFrame-Code 

    I hope this helps. 

  • Profile Image
    MikeMPT
    Answered on July 19, 2019 at 10:24 AM

    Thanks for the reply.

    What is the error behind that pop up message?

    iframe doesn't seem to work with responsive settings so I don't think that will work.

    The embed option jotform provides has been working great until recently. 

    Please push to second level support and let me know how we can resolve this.

  • Profile Image
    Richie_P
    Answered on July 19, 2019 at 11:38 AM

    I have tested a cloned version of your form and it seems redirection works when using the form directly.

    It seems the redirection is blocked due to script conflict or by the web browser.

    We would recommend you try the Iframe code in embedding your form to your web page.

    To clarify, when using the Iframe code, the form is not mobile responsive?



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    MikeMPT
    Answered on July 23, 2019 at 12:04 PM

    Additional info: 

    Confirmed failures increase on forms that have attachments added. There is an 8MB file that customers attach often. When this situation occurs, the email to the form user is sent, the email to the company account is not sent. 
  • Profile Image
    Richie_P
    Answered on July 23, 2019 at 01:22 PM

    Hi ,

    I have moved your additional info into another thread to assist you better.

    Kindly follow this link: https://www.jotform.com/answers/1900954

  • Profile Image
    MikeMPT
    Answered on July 23, 2019 at 02:15 PM

    Why move it? This is the same issue, still not resolved.

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    MikeMPT
    Answered on July 23, 2019 at 02:57 PM

    Another failure
    81994219809168/4397137576123854832

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    Kevin_G
    Answered on July 23, 2019 at 04:21 PM

    Why move it? This is the same issue, still not resolved.

    Actually, it's not the same issue, the one my colleague moved it's about the emails, the issue discussing here, on this thread is about the form getting stuck upon clicking the submit button and not sending

    As you provided the submission id it seems like the form is submitting (although the emails are not sending which is a different issue), please if your issue is about the form getting stuck and showing the following message: 

    15634951112019-07-18_18h04_14.png

    Please kindly continue posting replies about this here, if the issue is about emails not sending, please continue posting your replies here: https://www.jotform.com/answers/1900954 

    The issue about the email has been forwarded to our back end team on the thread given above

    Thanks. 

  • Profile Image
    MikeMPT
    Answered on July 23, 2019 at 05:40 PM

    This info might help you find the cause then, because they are the same. When the form gets stuck - these are the emails that don't get sent. 

    When I submitted the message about emails not sending, I included the info that said when they don't send the customer reports it is stuck on the message: please wait while we are processing your request. 

    The form still hits the jotform database even though this message stays until closed. The email however never sends. 

    Hope this helps clarify.

  • Profile Image
    Kevin_G
    Answered on July 23, 2019 at 07:48 PM

    Just tested the embedded form on your page https://www.morepowertuning.com/tuneform and this time it redirected me to the thank you page: 

    15639256232019-07-23_17h42_25.png

    Checking the email logs it seems like my test was sent through; however, I see several emails showing up as "Failed", please kindly continue following the issue about the failed emails on any of the threads that were forwarded to our second level already, here are the links: 

    https://www.jotform.com/answers/1900954

    https://www.jotform.com/answers/1888357

    Properly following the issue on the corresponding thread will help as the assigned developer gets your response too and any updates will be posted on that thread

    Thank you.