Smart PDF Forms builder is freezing

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    Shield_Hotels
    Asked on June 02, 2021 at 12:14 PM
    Page URL:
    jotform.com

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    VincentJay
    Answered on June 02, 2021 at 03:29 PM

    Hello,

    I cleared your form cache on our server. Could you please check it again and let us know if the issue still persists?

    If yes, is the issue happening on one form or all of your forms?


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    Shield_Hotels
    Answered on June 02, 2021 at 03:32 PM

    I tried again and it is still lagging too much. The problem seems to occur when I am building the form and gets worse every time I add additional forms. I had also cleared the cache on my end and it did not work.

    This issue happens on the formbuilder for every form.

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    VincentJay
    Answered on June 02, 2021 at 05:35 PM

    Hello,

    For testing purposes, please try using a different internet connection and see if the issue still persists. Also, may we know what internet browser are you using?

    I opened your account and I was not able to replicate the issue. Your account is working fine or loading smoothly on my end.

    We'll wait for your response. Thank you!

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    Shield_Hotels
    Answered on June 03, 2021 at 07:48 AM

    I have tried both my home and office internet, and it still lags and freezes with both. I have tried Internet explorer, edge, chrome, and firefox and the issue persists on each browser. Again, this is an issue whenever I attempt to edit a form- my homepage is fine and the filling end of things is fine, but I cannot edit forms without lag. It lags so badly that I can't even move a single box a few millimeters without it freezing up, and then it takes a solid few minutes to actually do anything. We have paid a lot of money to use this and it is completely unusable.

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    Sam_G
    Answered on June 03, 2021 at 09:18 AM

    Hello Shield_Hotels,

    We're sorry for the inconvenience.

    I have tested your forms on my end and I couldn't replicate the issue.

    May we confirm if this is happening to all forms?

    Or to specific forms only?

    We will wait for your response.

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    Shield_Hotels
    Answered on June 03, 2021 at 09:21 AM

    This is happening to all forms; did you test the actual form builder? Or just the finished form? Because again, this is only occurring on the actual building end

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    Nik_M
    Answered on June 03, 2021 at 10:43 AM

    I tested several forms in form builder on your account and only the "Clone of 32 Guest Service Representative PT" form is slow. However, a cloned version of that form is slow on my account as well.

    Based on my tests the issue seems to be related to the size of the Original PDF Document. If I disable the connection form builder will work properly.

    I will report this issue to our developers. If there is any update, we will inform you here. If some other form is slow as well, please share the form URL.

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    Shield_Hotels
    Answered on June 03, 2021 at 10:52 AM

    ALL of the forms I have are currently too slow to edit. All of these PDFs are almost identical. Will there be a solution presented soon? Again, we paid a lot of money for this program and now it's completely un-useable.

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    Ariel_P
    Answered on June 03, 2021 at 12:35 PM

    Hi there,

    Apologies for the inconvenience.

    The issue has already been forwarded to the backend team. Unfortunately, we can't provide any ETA on when this will be fixed, but as soon as we hear back from them, we will let you know.

    We appreciate your patience.