Error: Server Error

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    beyondbouldering
    Asked on January 30, 2020 at 03:41 AM

    For the past 15 day we have been getting the following error frequently on https://form.jotform.co/81667125184864

    This has been happening for the past 15 days.

    When this happen, if I can to a browser (on a different network) which was logged into Jotform.com, I get the same error (ie. "Error: Server Error") and cannot get into my account.

    It looks like your entire website is going down.

    As we have 1000 submissions to this form per month, this is a huge problem for us.

    Can you rectify this please.

    Thanks

    Paul

    Screenshot
  • Profile Image
    roneet
    Answered on January 30, 2020 at 07:33 AM

    I have checked your form and it seems to be working correctly at my end.

    May we know if you have embedded your form into a web page?

    I have cleared your form cache.

    Can you please test your form again and let us know if the issue still remains? We recommend the Google Chrome browser. Are you using the Kiosk browser?

    We haven't received any complaints based on this error from other users.

    Looking forward to your response.

    Thanks.

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    beyondbouldering
    Answered on January 30, 2020 at 04:21 PM

    The problem cleared up after about 10 minutes.  However the form takes a long time to complete, so it is a major inconvenience for customers to need to re-enter the information again.  So having this error occur so frequently is a real problem for us.

    Yes, we are using Kiosk Browser.

    Thanks

    Paul

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    beyondbouldering
    Answered on January 30, 2020 at 04:31 PM

    We haven't received any complaints based on this error from other users.

    Yes you have!

    https://www.jotform.com/answers/2107149-Server-error-on-forms

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    FelipeSantana
    Answered on January 30, 2020 at 06:42 PM

    Hi Paul!

    I would like to apologize for the inconvenience you are experiencing, I am more than happy to assist you with your inquiry.

    As you can see in the thread that you have linked to us, my colleagues provided answers where they explain that we were experiencing some server issues on our end. However, these issues have been fixed since. I have checked your form and everything seems to be working correctly.

    We do apologize for the errors that you experienced, our development team has made the necessary fixes for this to no longer occur, however, if this is a continuous issue for you please let us know so that we can forward this issue to our backend team.

    Please do get back to us if you require further assistance, we will gladly continue to provide support. We look forward to your response!

     

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    beyondbouldering
    Answered on January 30, 2020 at 07:47 PM

    Thanks.  When I clicked your email "View this thread on your browser", I got the following screenshot.  So it really looks like you are having issues.

    Can you please clear the cache on all our other forms please?

    Thanks

    Paul


    1580431621jotform_error.png

  • Profile Image
    roneet
    Answered on January 30, 2020 at 09:10 PM

    We are sorry for the trouble this has caused. There was a temporary issue on our Forum which was fixed within a few moments.

    So did you experienced the issue on Jan 9th and Jan 15th? On these two dates, we did experience a temporary issue. This was fixed in a few moments. In these few days, we have not received any reports issues related to this.

    I have cleared the Form cache for the account which should clear the cache for all the forms.

    Please clear cache from the Kiosk Browser as well:

    https://help.android-kiosk.com/en/article/clear-cache-webstorage-cookies-and-form-data-1sfpc0m/

    Thanks.

  • Profile Image
    Paul Kinnane
    Answered on February 11, 2020 at 12:39 AM

    Hi - we are now getting the following error on the form linked at the top of this thread.  Are you able to fix this please, and it is frustrating for our customers, as they need to refresh and re-enter all their information again.

    1581399458jotform_error.jpg

    Thanks

    Paul

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    roneet
    Answered on February 11, 2020 at 02:58 AM

    Since this is a new error so we have moved the new concern to a separate thread to avoid confusion:

    https://www.jotform.com/answers/2157195

    We will address it shortly.

    Thanks.