I can't log in

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    Gabrielle McManus 
    Asked on October 02, 2019 at 08:29 PM

    I can't log in and need access to my forms, this is the second post. Can someone please contact me. 


    I've cleared cache, I've tried to reset password, nothing is happening

    Screenshot
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    gerardw
    Answered on October 02, 2019 at 08:37 PM

    We apologize for the inconvenience.

    Please try logging in using the username "mcm******wyers" instead of the email address.

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    Gabrielle  
    Answered on October 02, 2019 at 08:44 PM

    Again, nothing happens. Is there anyway to trouble shoot this issue privately with you rather than on the forum?

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    Gabrielle  
    Answered on October 02, 2019 at 09:08 PM

    Gerard can you please get back to me about this - I still cannot access my account

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    gerardw
    Answered on October 02, 2019 at 09:13 PM

    Hello,

    Please check if any pop up blocker is enabled on your browser. Please also try to login using a different browser or an incognito window of your current browser.

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    Gabrielle
    Answered on October 02, 2019 at 09:29 PM

    There are no pop ups blocked - I've checked. I've tried other browsers. I've tried other PCs. I've tried this log in for this post. I've tried to reset my password. Nothing works. This was all working until today and nothing has changed on our computers. 

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    gerardw
    Answered on October 02, 2019 at 09:49 PM

    We are looking into this issue.

    We truly apologize for the trouble you are facing. Could you check if any firewall in your computer is  blocking access? Also please check the internet connectivity too. 

    If the above options do not work, please provide us a screenshot of the console report so that we could check if there are any errors - How-to-get-a-console-report-from-most-common-browsers.

    This guide will help you post screenshots on this thread: How-to-Post-Screenshots-to-Our-Support-Forum.   

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    gabriellemcm
    Answered on October 02, 2019 at 09:51 PM
    There are no pop ups blocked - I've checked. I've tried other browsers. I've tried other PCs. I've tried this log in for this post. I've tried to reset my password. Nothing works. This was all working until today and nothing has changed on our computers.
    I'm trying to post this reply and get an 'high volume' can't post response. This is all incredibly frustrating and meanwhile i need access urgently to the forms uploaded by my clients. How can this be fixed?
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    gerardw
    Answered on October 02, 2019 at 10:00 PM

    We truly understand the frustration you are facing. We haven't had any similar issues reported regarding login and the site is working fine. So this is an isolated case and hence I would request you to provide us a console report as explained in my earlier response. 

    I believe this could be due to an internet connectivity issue at your end. Please try to connect using an alternate option maybe mobile data and see if you are able to login.

    So that your work doesn't get affected, I would also suggest that you try using the Jotform Mobile forms app either from Google Play store or Apple Store. You can access your forms, check submissions, etc using the app too.

    Meanwhile, if we can get the console report, we could investigate further.

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    gabriellemcm
    Answered on October 02, 2019 at 10:51 PM
    Now we can log in again. I'm not sure why this has happened. Also now our google sheets connectivity is lost, so that when we click on a link to the submitted form, it goes to a jotform 404 page? that was working fine yesterday.
    Can you please tell me what has happened. Our internet connectivity is fine, there has been no changes to pop up or firewall
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    Nik_C
    Answered on October 03, 2019 at 01:41 AM

    What do you mean by "google sheets connectivity is lost"? Your form is not connected or something else?

    What is the form you were working on?