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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Cannot pull CSV file for my orders

    Asked by ariaadmin on June 12, 2013 at 08:14 AM

    Good Morning,

    I cannot open the CSV Excel file for our orders. I keep receiving the below error. I tried 10-15 times through the entire day yesterday and I just tired this morning and it is still happening. Can you tell me when this will be resolved? I really, really, really need to pull orders from this file. Thank you.

    The server is down for maintenance There may be a network problem The site may be experiencing excessive load

    Sincerely,

    Liz Taylor

    Aria Apparel

    Email: Requests@ariaapparel.com

    Log in name for Jotform: admin@ariaapparel.com

    Screenshot
    CSV JotForm email problem excel
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    Answered by khrisell on June 12, 2013 at 08:55 AM

    Hello,

    I am not having any problem loading your submissions. Kindly see attached image.

     

    This is part of the screen in which I am seeing all the submission of your form.

    Kindly check back again and check if problem persists kindly let us know so that we could further investigate.

    Thank you for using JotForm.

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    Answered by khrisell on June 12, 2013 at 08:58 AM

     

    This is additional image (I am trying to export as CSV)

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    Answered by ariaadmin on June 12, 2013 at 10:45 AM

    Jot Form,

    It is 10:44 AM EST. I have another screen shot for you with a timestamp. I cannot pull the CSV file. I received the same error. It did this to me all day yesterday and now for the third time it has done it again. I never started having this problem until yesterday. Please help me get this resolved as soon as possible.

     

    thank you so much.

    Aria Apparel.

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    JotForm Support

    Answered by Welvin on June 12, 2013 at 11:12 AM

    Hi Aria,

    We prefer US Customers/Users to access Jotform using jotform.us domain. You are currently logging in using jotform.com per screenshot attached.

    Another thing is, clear your browsers cache. Also clear your forms cache by following this guide: How to Clear your Form Cache.

    All of the above recommendations should work, especially using the jotform.us domain.

    Please let us know for the results.

    Thanks

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    Answered by ariaadmin on June 12, 2013 at 12:11 PM

    I tried what you reccommended: This is the error I got while going to jotform.us:

    Website currently unavailable

    The website you are trying to access is currently unavailable. Please try again at a later time.
    If you are the site owner, here is a help resource to help resolve the issue.

    We have used www.jotform.com for a year now, since June of 2012 and never had an issue pulling CSV Excel files under yesterday. I go into this atleast twice a week to pull orders.

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    Answered by dinesh-it on June 12, 2013 at 12:57 PM

    Hi, I tried to download the CSV file of submissions for the form 22954746385971 and it is working fine without any problem. As Welvin said please try clear your browser cache and try again. Here is the Downloaded CSV file 1-Canteen-Vending-Order-Form.csv

    Thank you.

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    Answered by ariaadmin on June 13, 2013 at 08:51 AM

    OK, I understand that you guys are able to pull the CSV file. That's great. I cannot pull the file. I have used JotForm for over a year now and NEVER had a problem. This did not start until Tuesday. I have tried to pull it using a Chrome browser, IE, and Firebox. I CLEARED MY CACHE and JUST tried. Here is the error I received:

    JotForm is currently unavailable

    Please try again at a later time.

    The most likely causes: The server is down for maintenance There may be a network problem The site may be experiencing excessive load

    Can you please provide any reccomendations besides clearing the cache and informing me that it works for you. Speaking with a represenative over the phone as opposed to having to come back to this fourm would be idle.

    Please help me resolve this issue so I can process order.

    Thank you so much.

    Aria Apparel

    800-486-0512

    requests@ariaapparel.com

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    JotForm Support

    Answered by KadeJM on June 13, 2013 at 09:53 AM

    Unfortunately I also tried but I was unable replicate your issue since I too was able to download both the Excel and CSV Files.

    After reading through the information you've provided it sounds like you may have been attempting to access our website during high peak times which would possibly explain the connection and download issues including why you saw the website down, maintenance, offline, unavailable messages.

    I do however, see that this particular form is on http://wwww.jotformpro.com. In fact 3 of your forms are on our JotFormPro Server and the other 4 are on our JotForm US Server which is http://www.jotform.us. I saw my colleague previously mentioned the use of our US Server but I also read that you were using https://www.jotform.com so it seems to me like this server may have been experiencing high traffic and heavy loads causing this. I would like to recommend that you try Resetting your Home Network to refresh your Network incase any of the data on your end might've bottlenecked. Then please try accessing both http://www.jotformpro.com and http://www.jotform.us where your forms reside to see if you can log in and download them after that instead of using https://www.jotform.com since that server is not letting you do so right now. 

    Please let us know if you are still unable to do so after trying that so we can help you to figure this out more.

    Additionally I am sorry but unfortunately at this time we do not yet provide phone support since there are no plans to do so as of yet. Though, I would like to reassure you that we will do our best to resolve your issues here in our forum.