Issues with submission

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    RefugeCenter
    Asked on October 28, 2020 at 11:25 AM

    Hello,

    I am with The Refuge Center and we are having the following issues with submission of our intake paperwork:

    • Clients are reporting a 504 error message when trying to submit
    • Clients are filling out and submitting paperwork and it is not showing up for us
    • Clients are having trouble with the upload file function

    Thank you!

    Madeleine Shore

  • Profile Image
    Patrick_R
    Answered on October 28, 2020 at 12:33 PM

    Hello Madeleine! Our apologies for the inconvenience. We had an issue in which submissions weren't working and 504 error was being thrown when submitting the forms. The Backend was affected. However, this issue is resolved now.

    Are you still facing this issue?

    Awaiting your response.

  • Profile Image
    RefugeCenter
    Answered on October 29, 2020 at 03:17 PM

    Hi Patrick,

    Thank you for the quick response! We are now receiving the attached error message when our clients try to submit. This occurred this morning.

    1603999020_5f9b152cbaaf2_Jotforms error

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    KrisLei
    Answered on October 29, 2020 at 05:46 PM

    Hi,

    Again, we apologize for the inconvenience.

    May I ask for the direct link of the form you are having issues with? If the form is embedded on a website, please provide us with the URL where the form is embedded to check it on our end further as well?

    May we also ask how we can reproduce the issue or create test submissions on the form?

    Thank you. Looking forward to your response.

  • Profile Image
    RefugeCenter
    Answered on October 29, 2020 at 07:19 PM

    Hi KrisLei,

    Here is the direct link to the form that produced that error message today: https://hipaa.jotform.com/RefugeCenter/family-intake-paperwork

    This is a public form, so you can create test submissions.

    Thank you,

    Madeleine

  • Profile Image
    KrisLei
    Answered on October 29, 2020 at 09:31 PM

    Thank you for the confirmation, Madeleine.

    I have created a test submission on the form, and I can't seem to replicate the issue on my end:

    1604021153_5f9b6ba15151b_form.gif

    Is the form also embedded on a website? Is there a particular way to replicate the issue? May I also ask for the browser used when the error message appears?

    If you can replicate the issue on your end, can you provide us with a screenshot of the console log reports while the error is showing for further investigation?

    For reference: how-to-get-a-console-report-from-most-common-browsers?

    Please follow this guide on posting your screenshot on the ticket as we are unable to view images attached to emails: How-to-Post-Screenshots-to-Our-Support-Forum

    Thank you. Looking forward to your response.