Customers are having problems with filling out the forms/ blank submission/erasing issue

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    jkcasey
    Asked on February 11, 2021 at 01:20 PM

    Dear Jotform,

    Two days in a row our customers are having problems with the form we use called Parent Questionnaire: Pt, 1 & 2*** (and we have had many problems with this across all of our questionnaires before.)

    When filling out the Parent Questionnaire: Pt, 1 & 2***, the parent used the save button three times and was emailed her progress on the questionnaire. She went to the most recently emailed link each time and saw her progress saved. When she finally finished the form, she hit the submit button and the processing bar kept going and going until producing an error, so she hit the back button and everything was erased. She went to the link that she was most recently emailed with her progress and everything she had entered was erased. 

    The second parent that had a problem was unable to upload a document to the form but thought she had fully completed and submitted the form otherwise. When I checked her form submission, it is mostly blank.

    I am concerned that clients are having too many problems with the form. Can you please tell me how am I supposed to make sure that a client can fill out a form without having a major problem like this?

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    Nik_M
    Answered on February 11, 2021 at 05:03 PM

    Apologize for the inconvenience this may have caused.

    I tested the issue you reported on a clone form, but I was unable to replicate it. I save my progress 4 times and each time the entered data was saved properly. I was also able to upload a file without any issue and I did not get the error message on submit.

    Do you know which error was shown when the first user submitted the form and which error the file upload field shown for the second user?

    Do we have permission to test your form?

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    jkcasey
    Answered on February 18, 2021 at 02:56 PM

    It is a pattern that we have seen where customers frequently lose all of their information. The save and continue feature is so faulty that we can't use the long forms anymore and are only using this for contracts now. Yes, sometimes the form's save and continue feature works but it doesn't always work and that's what the problem is. The problem has not been resolved.

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    Nik_M
    Answered on February 18, 2021 at 04:15 PM

    I'm sorry to hear that the issue persists.

    I tested the form again, and I'm still unable to replicate the issue. Here is my session link: https://form.jotform.com/210245950990154?session=JF-S4L-kNgL2aDd&stoken=JF-0oBxAwC9-23

    Please fill in a few more fields and check if you can submit the form.

    Do you know which device and browser the users that reported this issue used?

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    jkcasey
    Answered on February 18, 2021 at 07:49 PM

    Because the save and continue feature has generally been unreliable (sometimes working, sometimes not) I would like to download a fillable PDF of the forms. However, when I select to download the form, nothing actually downloads. Can you please advise about why the download a PDF fillable form isn't working and how to fix it?

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    Ahmed_S
    Answered on February 19, 2021 at 12:49 AM

    Greetings,

    Since your account is a HIPAA Compliant, then your PDF would require a protection password, you may set it in the PDF Editor as in the below screen cast.

    1613713693_602f511ddd900_screen.gif

    Also make sure you are downloading the PDF as in this guide.

    Please give it a try and let us know if you need further assistance.

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    jkcasey
    Answered on February 19, 2021 at 11:09 AM

    I tried to apply the PDF password as directed and unfortunately it is applying to a form submission that has client information filled out. Then I cloned a copy of the questionnaire so that there wouldn't be any submissions associated with it and I no longer have the option to apply a password. Basically, what I need is a fillable PDF that I can download and use in a standard way for everyone. Please advise about how to do this.
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    Nik_M
    Answered on February 19, 2021 at 12:33 PM

    To avoid confusion, I moved the issue you reported with the Fillable PDF Forms to a new thread: https://www.jotform.com/answers/2910831