HIPAA: 504 error message

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    Paulyg0821
    Asked on February 16, 2021 at 08:46 PM
    We've had several clients unable to complete their forms because of this, where they fill out forms, and then it won't let them submit (citing an 504 error). Would this issue have affected this? If so, do we need to "reset" the form somehow? What's our next move to make sure our clients can get us the information they need?

    Thanks so much!

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    VincentJay
    Answered on February 16, 2021 at 08:47 PM

    Hi,

    Is the issue happening only when you submit the form? Is it happening also when you open the form?

    I tried opening your form and it is working fine. Is it okay if we submit a test submission to your form?

    Also, please confirm if this is the error you're receiving. We'll wait for your response. Thank you!

    1613526453_602c75b51c01d_14415w.png

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    Paulyg0821
    Answered on February 19, 2021 at 10:06 AM

    Vincent,

    That is one error message our clients are getting, but we're also having issues where they save it and come back to it but it won't proceed, or it refreshes with no answers saved. Here are a few reports:

    "This form isn't working for me. I've tried completing it without attachments and with - either way it is not saving my responses and gets to a point where it doesn't let me click back or save or next and then it clears out the form."

    "Today i was intending to complete the form….but I encountered 2 technical errors: 1. on the page with the final question of “Did you receive a new qualified plugin electric drive motor vehicle during the year”…it hung when I pressed the “Next” button at the bottom of the page. 2. it also hung when I tried to save my work )including the stuff I added today."

    We REALLY need the information they send us in this form, so if we could get this resolved ASAP I'd appreciate it. You have our permission to try the test form.


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    Anita_K
    Answered on February 19, 2021 at 01:11 PM

    Hi,

    thank you for providing more information. Can you please also tell us on which form this has been happening? I tested the form from the last ticket https://www.jotform.com/210256784488062 but it doesn't have any attachment field or Save and Continue later function which your users have been complaining?

    Meanwhile, I have cleared your form caches to see if it helps.

    Looking forward to your reply.

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    Paulyg0821
    Answered on February 22, 2021 at 09:32 AM

    We seem to have the most trouble with our "Returning Client Tax Organizer", and not everyone has problems with it. I'm hoping that cache clearing helps!

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    Gaetan_B
    Answered on February 22, 2021 at 10:43 AM

    Hello,

    I have made a test on the form you mentioned and things seem to be fine now.


    Do not hesitate to reach out if you need further assistance.

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    TCHD_Scheduling
    Answered on February 22, 2021 at 12:14 PM

    We have been getting 502 and 504s a lot. This happens both when clients are attempting to fill out forms, as well as when we are attempting to edit forms. I JUST tried it and got a 502 Bad Gateway error. Running nginx servers? (grin)

    This seems to happen from around 10:00am until around 2:00pm (heavy corporate use times) and in the evenings around 6:00pm to 8:00pm (prime off work use times)

    When we get the 504's, it sometimes says cloud flare's not able to get to the MySQL database. (not getting the 504s right now, more 502s)


    We also get:

    Temporarily Back-end Unavailable

    We are currently experiencing abnormally high traffic volume between our front-end and back-end servers, and working to restore all services as quickly as possible. Thank you for your patience.


    when trying to access a form to work on it.

    on SmartPDF forms, when I'm trying to work on the form during these times we often get :

    Failed to load PDF file.

    Please try reuploading your PDF.

    (at other times it is fine)


    Seems to me like some kind of scaling issues. However many servers are up, it can't handle the load at certain times.

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    Molly_Hunter
    Answered on February 22, 2021 at 12:24 PM

    This is not an answer, but we are getting the same feedback when we submit a lot of our forms. Today, but on other days as well.


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    VincentJay
    Answered on February 22, 2021 at 01:39 PM

    Hi @TCHD_Scheduling and @Molly_Hunter,

    Sorry for the inconvenience.

    We have alerted our developers and they implemented a temporary fix. They are also working on permanent solutions.

    Thank you!