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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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    Why is my form submissions taking such a long time going through JotForm?

    Asked by BBIE on June 13, 2013 at 09:26 AM

    Submitting a form (with or without attachments) takes between 15 and 30 seconds. This seems to be systematic since a few weeks (or longer)

    Our customers begin to complain about this.

    Jean-Marie

    JotForm
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    Answered by dinesh-it on June 13, 2013 at 10:03 AM

    Hi, This may be due to cache issue. Try to clear your forms cache on jotform. And try again.

    1. Goto Your account settings. and click on Clear Cache

     

    Hope this will solve your problem, let us know if not.

    Thank you.

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    Answered by BBIE on June 14, 2013 at 03:02 AM

    I tried this.

    Did not help.

     

    Stays for a long time on following status

    waiting for submit.jotformpro.com

     

    I noticed also that the mails are sent before the page is refreshed... Our customers begin to complain about the long delay...

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    Answered by dinesh-it on June 14, 2013 at 03:49 AM

    Yes, I cloned your form and able to feel that delay. It may be due to lot of conditional Notifications that you created.

    I deleted all the notification except 2 and that solves the issue. No more delays.

    well, I will escalate this issue to our second level team, If there is any solution for this, we will update you via this thread.

    In the mean time please try to reduce your conditional notification to avoid this problem.

    Thank you.

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    Answered by BBIE on June 14, 2013 at 09:24 AM
    This could be a very nice idea... But unfortunately if we use more than 50 conditions and about 10 different conditional mails, we have an excellent reason for this. The intention is to have only one form on our website, covering all our needs and dispatched to the different services (and each service requires another type of information from the form.When I made those forms about 2 years ago, I asked for a modification (which is partially implemented now...), to know that empty fields should be hidden in the mails.I reduced recently the number of conditions from 89 to 59 (since it is possible to have more actions combined with one condition), so it only should be better. I did not change anything to the list of mails, as I cannot do that for organizational reasons.But when I originally made the forms (with more conditions and the same amount of mails), Jotform was not slow at all... If it had been slow, we would have chosen another partner for our online forms.So some of the (many) changes in the 2 last years must be at the origin of the current speed. Of course we are happy with the very nice enhancements, but I guess your development team should have a closer look on that problem.Best regards,Jean-Marie
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    Answered by BBIE on June 14, 2013 at 09:26 AM
    The text of my previous message seems difficult to read... But I added some line feeds which seem to be ignored... Sorry.
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    JotForm Support

    Answered by KadeJM on June 14, 2013 at 10:33 AM

    Hello Jean-Marie, no problem and thank you for the update. I would first like to reassure you that we do our best to answer questions on a 24 hour basis so we do not mean to ignore anything if it seems like it.

    I would also like to point out that my colleague Dinesh who previously responded to you has opened up a Level 2 Ticket to have our Development Team take a further look at this issue as soon as they can. They will notify you as soon as they have had a chance to look at your issue because they are busy with previous threads right now and they are looked at in the Order they are Received so I would like to request some patience from you until then and when we figure out something more to correct it we will inform you.

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    JotForm Support

    Answered by KadeJM on June 14, 2013 at 11:00 AM

    I additionally looked into the issue some more and as of right now it looks to be working okay. The only thing I changed to test the form was the Conditional Email that it is sent to which is my own. As I did not want to send you test emails via your form without your permission to test on your live version.

    You can see the quick submission results in my Test Video. I tested it about 3 times with different responses each time just to see how it would react and find out what would happen.

    Based on my results though it might've been the cause of heavy server load possibly which delayed the responsetime of submissions even though my tests took less than 10 seconds each time. There might be something more and if there is we will let you know.

    Would you mind checking your form again and letting us know if this issue is still occurring for you?

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    Answered by BBIE on June 14, 2013 at 11:18 AM

    Hi KadeJM,

     

    First of all, let me tell you that I am a great fan of Jotform, and I have to defend the solution within my company each time something is working less good as expected.

    I have had the occation in the past to congratulate Jotform more than once for your reactivity and the excellence of your customer support. And I continue to believe in the excellence of your product.

     

    This being said, I retried the form (from within our portal, I must confess) and it took about 45 seconds for the thank you screen to appear. I wish we could have the response time I saw in the video...

    I could retry the form with the preview option to see if there is any difference. Bugt I do not think there is a difference between both options... and if there is one, I wonder where to look for a solution.

     

    I retry it in review immediately and let you know the results.

     

    Best regards, and congratulations again for your great support.

     

    Jean-Marie

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    Answered by BBIE on June 14, 2013 at 11:22 AM

    Nearly the same result... About 35 seconds.

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    JotForm Support

    Answered by KadeJM on June 14, 2013 at 12:05 PM

    Thank you for the comment about our Service. We take pride in doing what is necessary to make our Services Great so that you and the rest of our customers are happy with us. Also, I can relate to what you mean about taking the time to defend your company when it's not working properly so its purely understandable and I do apologize that this has given you an issue.

    Additionally thank you for letting us know that the problem is still happening. My colleague also pointed out that the issue is still reoccurring on his end as well just not on my end apparently so we will have our developers look into getting the issue resolved as soon as possible for you.

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    JotForm Founder

    Answered by aytekin on June 17, 2013 at 11:20 AM

    Each email might take a few seconds. So, if you added a lot of emails to your form that might be the reason for the problem.

    I recommend using something like google groups to send emails to multiple people. That way jotform can send off a single email quickly and then google groups can send the emails to the list. 

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    Answered by BBIE on June 18, 2013 at 05:26 AM
    Thank you for this tip... Unfortunately, I do not think this is really relevant. I have defined about 10 mails to be sent, according to the type of question. But this mails are all conditional, and for each request, only 2 mails are actually sent: the acknowledgment for the client and the right mail for our internal services. And this was the case since the very first version of the forms. Problem appeared only a few weeks (or months..?) ago. I have no problem with a few seconds per mail. But now it takes about 30 to 45 seconds each time.
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    JotForm Support

    Answered by KadeJM on June 18, 2013 at 09:53 AM

    I am still unable to replicate the delay on my end so we try look into this some more to see if there is another way to help you more possibly. However, to be honest SMTP was never really designed to be instant despite the fact that this happens and most of us have come to accept and expect this. I think the same can be justifably said about most connections but it is possibly that they can be optimized using the latest knowledge and technologies to speed them up. An example of this is the Google Groups as Aytekin has mentioned which is actually what we use and by using a single email instead of many. The problem is that since so many emails are being used the form is likely experiencing a slowdown because of this as there are known conflicts on forms with too many emails being used and we've seen happen before which may not always happen right away. It's misfortunate but I think at this point that there may be something that is possibly occurring beyond our control though if we are able to figure out something more rather quickly we will most certainly let you know.