HIPAA: Backend unavailable

  • Profile Image
    SinclairHealth
    Asked on February 16, 2021 at 11:44 AM

    Once again, the third time in fewer than 10 days, our form is broken on the back-end and not receiving (losing) submissions. The troubles began after we turned on HIPAA. Can we turn HIPAA off for now while you guys work out whatever the issues are on your end?


    We simply cannot keep operating with the frequency of form failure we are experiencing on your platform.

  • Profile Image
    SinclairHealth
    Answered on February 16, 2021 at 11:57 AM

    Now our enrollment form is broken ( a second from). We have taken the frustrating step of disabling our Jotform forms so we don't lose more information. It's just bad business. Bad for us, bad for you.

  • Profile Image
    Alexander_G
    Answered on February 16, 2021 at 02:37 PM

    Hello,

    Please, take our sincere apologies.


    All medical related resources have abnormal traffic increasing since 2021's beginning.

    1613504117_602c1e75bead4_

    And JotFrom's HIPAA environment has got abnormal high traffic too, because of the vaccine practice of the COVID-19 pandemic.


    Our Developers team has been taking all their resources to prevent Jotform from downtimes.


    Sorry for the inconvenience and soon the problem should be fixed.

    Thank you for your great patience!


    Sincerely,

    Alex


  • Profile Image
    Alexander_G
    Answered on February 16, 2021 at 02:40 PM

    " Can we turn HIPAA off for now while you guys work out whatever the issues are on your end?"

    To disable the HIPAA in your account, please go to https://www.jotform.com/myaccount/data and click on

    Disable HIPAA Compliance

    1589418989HIPAA.png


    Please, note that it takes some time to transfer your data back to non-HIPAA servers.


    Thanks,

    Alex

  • Profile Image
    SinclairHealth
    Answered on February 17, 2021 at 10:24 AM

    Will I lose functionality during the transfer? Should I stop using all forms until the transfer is complete?

    How will I know the transfer is complete?


    We want to do this as soon as possible because the forms are once again broken as I am typing this.

  • Profile Image
    Alexander_G
    Answered on February 17, 2021 at 11:49 AM

    Hi again,

    Thank you for your response.


    You will not lose functionality during the transfer. No need to disable forms.

    As I know, there's no notification about switching. However, you shouldn't see the HIPAA logo.

    1613580535_602d48f718bdb_


    Thanks,

    Alex