Assigned form goes blank after a certain card then restarts to first card

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    artistic12
    Asked on March 17, 2020 at 09:27 AM

    https://www.jotform.com/assign/92112006992149

    When you get to screen number 17 it crashes to a white screen of death and then reverts back to the first page again.  We have installed and uninstalled the app several times.  As well as re-assinged it.  


    Please help.  Thank You :) 

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    Vanessa_T
    Answered on March 17, 2020 at 10:24 AM

    Since there are quite a number of conditions on your form that changes which question falls as number 17, can you please share a screenshot of the field you are referring to.

    How-to-Post-Screenshots-to-Our-Support-Forum (Note: Email Attachment Is Not Supported)

    Please also try to delete the offending field. Then clear form cache and add the field again.

    How-to-Clear-Your-Form-Cache

    Also to confirm, if the form is being filled out by the form owner using the mobile app, are you still having the issue or only when the form is assigned?

    Please share to us the mobile app details as well as your device details so we may try to replicate the issue.

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    artistic12
    Answered on March 17, 2020 at 10:31 AM

    1584455459Screen Shot 2020-03-17 at 9.30


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    BJoanna
    Answered on March 17, 2020 at 11:47 AM

    I am unable to replicate the issue you reported. I cloned your form and I assigned the cloned form to my test account. After that, I filled the assigned form from my test account and the following page is shown after page 17 when the YES option is selected. 

    1584459794assign.PNG

    I also tested your form using the direct link and it is working fine.

    Are you able to replicate the issue as well or are your assignees only having this issue?

    Can you please tell us which phone are they using and if there is some specific scenario how should the form be filled?

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    artistic12
    Answered on March 17, 2020 at 11:56 AM

    These are iPads, and iPhones and happens on the app no matter what user :(


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    denis_calin
    Answered on March 17, 2020 at 01:34 PM

    Hi @artistic12!

    I would like to apologize to you and your employees for the inconvenience you are experiencing with this form. Rest assured, we will get to the bottom of this!

    Me and my colleague both tested the clone of your form on the Jotform Mobile Forms app on our iPhones. Unfortunately, we were still not able to replicate the issue - I was able to successfully fill out and submit the entire form. However, when initially clicking on Fill Out Form, widgets.jotform.com page opened, and I had to click Done several times to close the page and get to the form to start filling it out. Here is the screenshot of that page:

    1584466114IMG_5089.PNG

    After that we were both taken to the form. Please let us know if you are experiencing anything like this!

    Let's try the following course of action to get this form fixed: make a clone of your own form and see if you experience the same issue with the clone. Here is the guide: How-to-Clone-an-Existing-Form-from-Your-Account.

    We will be waiting for your response!


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    artistic12
    Answered on March 17, 2020 at 07:29 PM
    Could you kindly SUBMIT the form so I can see on my end what works?
    Thank You so much :)
    ...
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    gerardw
    Answered on March 17, 2020 at 09:55 PM

    I cloned and tested your form and was able to submit the form. The screen also did not freeze at the mentioned question.

    Do you want us to submit your form, since we have been testing on a cloned version of your form?

    If yes, could you assign the form to gerardwjt@gmail.com so that I could try submitting the form from my end?

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    artistic12
    Answered on March 19, 2020 at 11:44 AM

    Hi Dennis,

    Our focus is on getting it to work online first, then we can address the App Issues...

    Maybe this data will help trouble shoot....

    iPad Version12.4.5 (iPad Air) = Issue:  It crashes after the first 17-20 pages EVERY TIME. 

    All iPads Version & Types = The Review & Submit Button DOES NOT WORK.

    All iPads (except iPad Pro) = The Hydra Force Logo Does Not Appear in the Upper Right.

  • Profile Image
    denis_calin
    Answered on March 19, 2020 at 01:41 PM

    Hi @artistic12!

    Let's work on a few of these issues to get your form working correctly!

    I was able to replicate the issue of the Review & Submit button not responding at all, making the form non-submittable.

    After performing several tests I was able to submit the cloned form successfully online while using an iOS 13 device - I have set the Review Before Submit feature to No in the form's Settings>Show More Options. I have also set all fields of the form as not required. You can do this by selecting the first field, clicking on the second field while holding Shift, click on Select All>click on Require>click on Require again.

    Please try doing this to see if you are able to submit the form. I do understand that you would like to keep some fields as required, however, let's see if we can narrow down the culprit, and then I would suggest setting only the most critical fields as required (specifically, try not setting any of the hidden fields as required for now).

    To address the issue of the form crashing around card 17: even though I am not able to replicate the issue, I do believe it might be related to the Section Header field (DAILY START UP MAINTENANCE). Instead of this field, please use a regular Text field. You can style it, change text fonts, colors, insert images, etc. Let's see if this resolves the issue of the form crashing.

    Please let us know how it goes, we will be waiting for your response!

    Once again, I would like to apologize for this inconvenience and would like to let you know that we are invested in getting your form to work as expected! Thank you for your patience.

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    artistic12
    Answered on March 19, 2020 at 02:29 PM
    Hi Denis,
    This is extremely overwhelming. It is a large form, and fits the needs and works when I preview and test it. I truly cannot go and start removing required fields. I do not believe any hidden fields are required.
    I don’t have any submissions from you, but I am assuming you are using a test like account. Is there a way to use the test account to nail down the real problem? Also with the section 17 … The entire form has these headers in sections, so it would be very hard for it to make sense to my crew without it being consistent.
    Look forward to hearing from you :)
    ...
  • Profile Image
    denis_calin
    Answered on March 19, 2020 at 04:17 PM

    Hi @artistic12!

    Thank you for your patience in this matter. I was able to locate a faulty condition which was creating difficulties when submitting the form - it is related to the Oh boy...Please fill it all the way, and let me know how it looks. card. It is condition number 44 in your Conditions tab. Here is the screenshot:

    1584647830condition 44.png

    After fixing the condition to hide the Oh boy... card if the washer fluid is FULL, I was able to successfully submit the form. There is no need to make any of the fields not required or disable Review Before Submit setting.

    The issue was with required fields being skipped because of faulty conditions. It was impossible to click Submit because there were still fields on the form which needed to be filled out.

    Please note that due to the length of the form, it might take a few seconds for the data to be transferred after clicking Submit.

    I have fixed the condition on my form: https://form.jotform.com/200764579101958. You can clone it by following this guide: How-to-Clone-an-Existing-Form-from-a-URL

    Please let us know how it goes! Looking forward to your response.

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    artistic12
    Answered on March 19, 2020 at 06:30 PM

    Thank you for your hard work.  I actually deactivated my form and cloned yours and started using it.  I noticed that it is actually not the same form.  If you compare the two, for example, they are different in field titled FULLY STOCKED TOOLBOX and several others ... it has old data.  

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    denis_calin
    Answered on March 19, 2020 at 06:54 PM

    You are very welcome @artistic12! Perhaps the differences in the field names stem from the fact that I have made a clone of your form yesterday and have modified that version. 

    Please let us know if you have any questions, we would be glad to help! :)

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    artistic12
    Answered on March 19, 2020 at 07:06 PM

    That could be.  I did have to make some changes so I continued with MY FORM VERSION.  This means I cannot "clone your changes".  May I ask how to fix what you did?  The only 2 issues that remain on the ONLINE version are ...

    1.  Cannot Review & Submit and 

    2. It seems to be showing Water Hose instead of Vacuum Hose Triggers (this is inconsistent right now and I may be able to trouble shoot it).

    But this means we are really close to our goal of using it, if I can trouble you to help me fix the "Cannot Review & Submit" Issue on my genuine real time form now...

    I really cannot thank you enough for all of your amazing customer service!

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    denis_calin
    Answered on March 19, 2020 at 08:22 PM

    Hi @artistic12!

    I have fixed the condition on your live THUNDER MAINTENANCE & ASSET FORM (Form ID: 92112006992149). I am now able to submit it:

    1584663243IMG_5097.PNG

    You should be able to see the test submission in your Submissions page.

    Thank you very much for your kind words! Please let us know how it goes for you and your team!

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    artistic12
    Answered on March 19, 2020 at 09:10 PM

    I received your submission and it seems to reveal some of the problems... I'm trying to attach a copy. (how can I upload a pdf)  It really is not the same form.  Can we get to the bottom of this?

     

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    gerardw
    Answered on March 19, 2020 at 10:13 PM

    Please note that you cannot attach files on this thread. You can upload it on an external drive and share us the link.

    OR take a screenshot and attach it to this thread. To attach screenshots, please follow the instructions in this guide: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum 

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    artistic12
    Answered on March 19, 2020 at 10:22 PM
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    KrisLei
    Answered on March 19, 2020 at 11:32 PM

    Hi,

    I checked your email notification settings and it seems that the default document is attached to it.

    1584674279PDF attachment.JPG

    Please try to generate a new PDF document for this form: How-to-Customize-PDF-Submissions-Report. Then it will redirect you to the PDF Editor page wherein you can customize the submissions and rename the PDF document too. 

    Then go back to your form and access again the email notification settings and select the correct PDF document.

    1584675109PDF attachment.JPG

     

    Let us know if you need further assistance.

  • Profile Image
    artistic12
    Answered on March 20, 2020 at 08:51 AM

    We're almost there, I guess I need a solution on the HEADERS.   So it works with the headers on all but the one iPad.  It's definitely the header that's causing the crash on that iPad. The headers are important, and help the technician to know how many questions are there, and what the "topic" so to speak is that they are working on.  Any OTHER TYPES OF FIELDS that I could use to accomplish the same thing that won't crash. 

    Appreciate your help.

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    IvayloK
    Answered on March 20, 2020 at 09:10 AM

    Instead of the Headers, you use a regular Text field. So, you will be able to style it and change fonts, colors etc.

    Please give it a try and let us know, how it goes.

    We will wait for your response.