My form quits working on my customer's site

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    Asked on June 15, 2011 at 01:17 PM

    The form will not allow applicants to go to next page and thus, not able to submit the form (as they cannot get to last page).

    I have gone into my account and deleted past submissions and that seems to fix the issue. I have now deleted all past submissions. 

    I have the basic account which allows for 100 per month -- but thus far I only had 67 this month. This is a highly active month, but I still do not seem to have hit the maximum.

    Any other reason why the form on the site would do that?


    Thank you for your help.

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    Answered on June 15, 2011 at 08:00 PM


    After testing your form multiple times, I failed in replicating the problem that your customer is experiencing. The back and next buttons work just as they should and I was even able to submit twice (don't worry as I have deducted those two submissions from the account counter).

    Were they able to see the next button in your page? It is most likely that JavaScript is not enabled on your customer's website, thus the back and next buttons were not shown, which prevents them from getting past page 1 and submitting the form.

    Just to reassure you, your account is still far from the limits imposed on a free account. Even if it is on limit, it should not affect the functionality of the form's back and next buttons. Also, it would show a "Form Over Quota" message if the account is over its limits.  My test submits displayed a Thank You message, confirming that the forms are doing fine and dandy.

    A quick workaround is to have your applicants clear their browser's cache, or better yet use a different browser to test if it really is a browser issue or not.


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    Answered on June 16, 2011 at 08:47 AM

    It happened again this morning the next button disappeared. And, thus, the
    form cannot be completed and submitted.

    Then, when I cleared out the submission cache on your site (which was only
    4), it reappears and the forms works OK.

    We have been using the service for over a year now and never had this issue
    before. Any thoughts? Seems silly to have to go into your site everyday and
    clear out.


    Karen Gerhardt
    Sister Studio
    Tel: 989.799.6736
    Fax: 989.799.6648
    Or (optional)

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    Answered on June 16, 2011 at 09:09 AM

    Hi Karen,

    I am a little confused by the form's codes in your page. Did you have the form drastically customized? 

    Either way, I think the easiest solution to your problem is to use iframe codes provided by the Embed Form wizard as opposed to modifying the form's source codes. You can customize the form inside the Form Builder anyway by injecting custom css to make it look how it appears on your site right now.

    To get your form's iframe embed codes

    1.  Go to Setup & Embed tab
    2.  Click Embed Form
    3.  Click iFrame

    4.  Copy the codes provided in the succeeding screen

    Let me know how this works for you.


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    Answered on June 16, 2011 at 02:48 PM

    Could this be an issue with Safari browser? I am not having any issues with Firefox. 

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    Answered on June 16, 2011 at 04:43 PM

    Hi Karen,

    I'm not sure if this issue is related, but I compared both your codes and found out that what you are using are indeed old (v2) Jotform embed codes.

    I advised the other customer to use updated codes from our site, like what I suggested to you in my previous response. Please try my solution to see if it works for your form's applicants.