HIPAA Account: Temporarily Back-end unavailable

  • Profile Image
    Asked on February 09, 2021 at 08:15 AM

    Several times in the past 2-3 weeks I am unable to get to my forms!

    Generally if I wait a bit, log out and log back in; it will work. This is only sometimes. Other times I wait and wait and still cannot get into my forms.

    We love Jotform and it has helped our oral surgery practice tremendously. We send our patients to our website and they fill out the three forms and we get the email notification and upload them promptly.

    However, of recent it has been glitchy and frustrating.

    Now, this morning, I have this patient coming in who filled our her forms and I cannot get to them to upload them.

    Please help ASAP!



  • Profile Image
    Answered on February 09, 2021 at 09:15 AM

    Hi there,

    We apologize for the inconvenience this has caused you.

    Our HIPAA test accounts seem to be working without any issues. I have also checked your forms and they are working fine on my end.

    I will be forwarding this issue to our back-end team for further checking. We'll keep you posted via this ticket for any updates.

    Thank you.

  • Profile Image
    Answered on February 09, 2021 at 09:17 AM

    Hi there,

    Good news! there was an issue with the database connection from our end which caused the problem, and the issue has been fixed now as per our back-end team.

    Can you please check to confirm?

    If the issue still persists please let us know.

  • Profile Image
    Answered on February 16, 2021 at 01:02 AM

    Hello Charlotte,

    I apologize for the inconvenience.

    JotFrom's HIPAA environment got high traffic because of the vaccine practice of the COVID-19 pandemic and this caused some forms to be crashed. All necessary precautions have been taken by our DevOps team to prevent Jotform from future downtimes.

    Please let us know if you need further help.