HIPAA: Temporary Back-End Unavailable

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    crantypas
    Asked on February 04, 2021 at 11:30 AM

    1612456203_601c210b0d3d1_


    Our COVID vaccine clinic cannot function when this happens!!!!

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    Kiran
    Answered on February 04, 2021 at 02:03 PM

    We are sorry for the inconvenience this may have caused. We have experienced a temporary issue with the server and it has already been fixed by our backend team. The forms should be loading normally now. Please check and let us know if you notice any further issue. We will be happy to take a look again.

    Thanks!

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    crantypas
    Answered on February 04, 2021 at 02:41 PM

    Functionality has been restored - thank you. Unfortunately, it was down in the middle of the clinic and we were completely handcuffed.

    This has happened several times in the past... What should we do if this happens again in the future? We completely rely on Jotform to be effective, and our confidence is shrinking with every clinic...


    Thank you

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    Katherine_W
    Answered on February 04, 2021 at 07:11 PM

    Hi there,

    We sincerely apologize for the inconvenience!

    Please do be sure to alert us as soon as possible: our team works around the clock to monitor these situations and, once we are alerted to these issues, our developers work hard to ensure that the server is back up and running as soon as possible.

    We thank you again for your patience and understanding and again apologize for the inconvenience!

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    Chris Antypas 
    Answered on February 10, 2021 at 02:12 PM

    We have been running into this message periodically over the past 24 hours. We have a large vaccine clinic tomorrow - it will be devastating if we have trouble with our system...

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    Katherine_W
    Answered on February 10, 2021 at 03:29 PM

    Hi again,

    Thank you for letting us know!

    If you switch browsers and/or clear your browser cache and cookies, or use an incognito window, does the issue persist?

    We await your response.

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    Chris Antypas 
    Answered on February 10, 2021 at 04:49 PM

    Yes - it does. However, this issue has been intermittent. We're currently not experiencing disruption, but we were earlier today. When it happens, I immediately try to launch an incognito session - and this has never resolved the problem. I'm just hoping that you can catch any potential issues that would cause problems tomorrow. I understand if you don't see any current issues on your side.

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    Kiran
    Answered on February 10, 2021 at 05:59 PM

    Thank you for the update. Our backend team is continuously monitoring the services to avoid any such issues. If you notice any issue further with your forms, please do let us know here. We will be happy to take a look again.

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    Kiran
    Answered on February 10, 2021 at 05:59 PM

    Thank you for the update. Our backend team is continuously monitoring the services to avoid any such issues. If you notice any issue further with your forms, please do let us know here. We will be happy to take a look again.

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    crantypas
    Answered on February 11, 2021 at 09:14 AM

    As feared - we're just starting our clinic and we're getting this error. Can someone look into this ASAP??

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    Richie_P
    Answered on February 11, 2021 at 09:57 AM

    We do apologize for the inconvenience.

    Can you please share a screenshot of the console logs?

    https://www.jotform.com/help/453-how-to-get-a-console-report-from-most-common-browsers

    To post a screenshot, kindly follow this guide:https://www.jotform.com/answers/277033-How-to-add-screenshots-images-to-questions-to-the-support-forum

    I have also escalated the issue to our back end team for further investigation.

    Once we have updates, you will be notified at this support ticket.

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    crantypas
    Answered on February 11, 2021 at 01:41 PM

    unfortunately, we continue to run into issues. i can't just upload photos because i'm completely strapped trying to vaccinate people.

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    Katherine_W
    Answered on February 11, 2021 at 03:09 PM

    Hi there,

    We understand and thank you for being willing to communicate this with us.

    I see that my colleague has, indeed, escalated this to our back end team and they have noted the ticket as Important!

    We understand the timeliness of your concern, and our team is working on this as we speak. I have followed up with them personally as well in an effort to update you as soon as possible.

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    nhasson
    Answered on February 11, 2021 at 03:16 PM

    We are also having the same issue with server being down.
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    Katherine_W
    Answered on February 11, 2021 at 04:38 PM

    Hi @nhasson,

    I have moved your concern to a separate thread and am happy to respond over there: https://www.jotform.com/answers/2892650

    Thank you!

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    uygar
    Answered on February 12, 2021 at 12:50 AM

    Hi, 

    JotFrom's HIPAA environment got high traffic because of the vaccine practice of the COVID-19 pandemic. Our team doesn't expect that kind of traffic on short notice. Our DevOps team has been taking all necessary precautions to prevent Jotform from downtimes. Sorry for the inconvenience.