All signature fields have suddenly stopped working on all our forms

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    LongBeachRowing
    Asked on July 19, 2021 at 11:27 PM

    We have a signature field on our most important forms. Sometime between July 13th and July 19th (today) the signature field is no longer usable on any of them - at least not from a desktop. I used to be able to draw a signature in the field with my mouse - now trying to do so does nothing. There is no error, it just does nothing, as if the field is read-only. We haven't made any changes to the forms during this time period that would have caused this. Please help, as this is somewhat urgent.

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    ashwin_d
    Answered on July 20, 2021 at 06:56 AM

    I am sorry for the trouble caused to you. I did test your form, and I am not able to replicate the issue you are having. The signature field seems to work as expected, and I was able to sign successfully. Please check the screenshot below:

    1626778423_60f6ab37964ef_signatureWidget

    Have you embedded your form in any web page where you are having this issue with?

    Please share the web page URL, and we will take a look.

    We will wait for your response.

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    LongBeachRowing
    Answered on July 20, 2021 at 12:01 PM

    Great news! It's started working again for me as well. It was definitely broken yesterday though, on both web and mobile. I have changed nothing on my end between then and now.

    We are not embedding our form in any web page - we send our users directly to the form URL.

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    ashwin_d
    Answered on July 20, 2021 at 02:09 PM

    I am glad to know that your form is now working as expected. Please monitor your form and get back to us if you see this issue again, we will take a look.

    We will wait for your response.

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    LongBeachRowing
    Answered on July 20, 2021 at 09:25 PM

    Hi, signature fields are broken again.

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    LongBeachRowing
    Answered on July 20, 2021 at 09:46 PM

    Aaand now it's working again. Can you please investigate if any change on your end may be causing this inconsistency? It doesn't make any sense to me, and it's not reasonable for me to constantly check if the form is working.

    Alternatively, is there anything I can do to troubleshoot and/or gather logs on my end when it does occur? I can send a video, but it won't be very interesting - you'll just see a mouse cursor clicking in the signature box (to put focus in it) and then wiggling around in it with nothing happening.

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    ashwin_d
    Answered on July 21, 2021 at 02:38 AM

    I am sorry for the trouble caused to you. When you see the signature widget issue appear again, I would suggest you to please check your browser console and see if there is any error message being displayed. The following guide should help you how to check your browser console: https://www.jotform.com/help/453-how-to-get-a-console-report-from-most-common-browsers

    Please share a screenshot of your browser console when the signature field is not working, and we will take a look. The following guide should help you how to upload image in forum post: https://www.jotform.com/help/438-how-to-post-screenshots-to-our-support-forum

    We will wait for your response.