- wengriffinaptAsked on August 13, 2013 at 02:03 PM
It's embedded into a web page, but keeps freezing and the submissions seem to go through, but the page keeps saying please wait.
- KadeJMAnswered on August 13, 2013 at 03:09 PM
Hello, I've checked your form and also cleared your form cache for you. You are more then welcome to clear the form cache yourself by following the instructions for this in this guide here: http://www.jotform.com/help/229-How-to-Clear-your-Form-Cache. If it is still giving you issues freezing and such then I would highly suggest embedding the form within an iFrame since it sounds like there is most likely a script conflict on your webpage so this will help to prevent that issue from reoccurring. But if it is still continuing thereafter then may we have your permission to test it further? Please let us know.
- JotForm SupportMike_TAnswered on August 13, 2013 at 03:19 PM
We are very sorry for the inconveniences caused.
It looks like that something might be wrong with that 'Mitchell1 Microsite Contact Form 082013 (request more info form)'. We have made several tests, but unfortunately, it is not quite clear why the Thank You Redirect is not working every time upon submission.
However, it seems that form Cloning might solve the issue. Can you please clone your form, and test the cloned version?
- wengriffinaptAnswered on August 13, 2013 at 03:25 PM
I did... I also embedded the form using an iframe. I am still having the same issue. The submission goes through but the page does not redirect to the thank you page. This form has worked hundreds of times and now it's not. I didn't change anything on my end. What should I do now?
- JotForm SupportEltonCrisAnswered on August 13, 2013 at 03:57 PM
Our apologies for this inconvenience.
Have you tried Mike's suggestion? I have cloned your form here and it works just fine so perhaps the cloned form would help. Guide: How to Clone an Existing Form
Here's my cloned form: http://form.jotform.com/form/32245805882963?
Let us know how it goes. Thanks!
- wengriffinaptAnswered on August 13, 2013 at 04:22 PM
I have cloned the form and embedded it, but I am still having the same issue. Is my only option to use an iframe?
- wengriffinaptAnswered on August 13, 2013 at 04:31 PM
I have cloned the form to an entirely new clone and used iframe and am still having the same issue. PLEASE HELP!!!
- KadeJMAnswered on August 13, 2013 at 05:07 PM
Hello and thank you for letting us know, I'm sorry to hear that this is still giving you problems. I can see that it's still hanging up as also. I've looked into this issue some more and I think that this is happening because of a problem with our server. I noticed that your using our domain JotFormPro.com and even when I used just your form by itself it was still the same problem instead of on your website so that eliminates that as a problem. When I checked this by cloning your form this swapped the form to my domain which is JotForm.us or Form.JotForm.us and it's working alright.
Did this problem just start today or how long ago has this been occurring now? I'm convinced at the moment that this is most likely happening due to heavy traffic we are experiencing today which could explain the reason for this lag in server response times.
The reason I saw that is after I checked your form just now I could see that even though it appears to be freezing up it is not since the submissions are going through. It seems that the submit button is just lagging out or timing out for some reason.
- KadeJMAnswered on August 13, 2013 at 05:13 PM
Furthermore, I would suggest that for the moment you wait a little while longer since it is almost the end of our server peaktimes which is currently from about 8am til about 6pm EST in about an hour or so and then if it is continuing please let us know so that we can check on it again.
Additionally my colleague pointed out that it's not our Server since when he cloned your form it was also on JotFormPro which is the same server your form. So I'm not so sure that this was any part of the issue now that my colleague has pointed this out.
Please keep us updated if the problem continues after awhile.
- wengriffinaptAnswered on August 13, 2013 at 05:49 PM
Thank you very much for the email. The issue started occurring on Friday
morning (11am PST) August 9. This issue so far as we can tell is only
occurring with two of our forms. Both happen to be for the same thing. Can
you provide any kind of estimated time frame for when this issue will be
resolved? Please advise at your earliest possible convenience and thank you
again for the update.
- wengriffinaptAnswered on August 13, 2013 at 06:53 PM
I have resolved this issue by rebuilding the form from scratch. I really should not have had to do that, but in the future if I encounter this issue again, that's how I'm going to resolve it.
No further action is needed from you all.
- JotForm SupportWelvinAnswered on August 13, 2013 at 06:53 PM
Sorry to test your form without asking. As far as I can see, the form is now working fine. It's just a temporary server timeout which will only last a few minutes. Or, sometimes a form caching issue which can be fixed by clearing your forms cache.
Please try to re-embed your form using this codes:
<iframe id="JotFormIFrame" allowtransparency="true" src="//form.jotformpro.com/form/32246007360949" frameborder="0" style="width:100%; height:780px; border:none;" scrolling="no"></iframe>
This code is for this page: http://mitchell1epay.com/requestmoreinfo.html.
See if that makes a difference. If yes, I would suggest doing the same - to remove the script tags out from the form iframe codes.