Jotform Approvals page is blank

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    SocialWorkAdmission
    Asked on October 21, 2021 at 02:13 PM

    Good afternoon,

    I am attempting to access the approval flow previously set up but it keeps drawing a blank page (see image below). I've been trying for a while now and refresh the screen but nothing is coming up on my end. Please advise, thank you.


    1634839987_6171adb33f680_

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    Niko_N
    Answered on October 21, 2021 at 04:51 PM

    Greetings,

    We apologize for the inconvenience.

    I've checked and was able to replicate the issue.

    I have escalated the issue to our developers to investigate it further, and I marked the priority as important.

    You will be notified via this thread once the issue is fixed.

    Thank you!

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    SocialWorkAdmission
    Answered on October 25, 2021 at 12:23 PM

    Hi Niko, checking in on the status on this request. I looked today and approvals is still blank on my end. Thank you.

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    Basil_A
    Answered on October 25, 2021 at 02:55 PM

    Hi,

    My colleague has already escalated the issue to our back-end team to look further into it.

    We will notify you as soon as we receive any updates.

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    SocialWorkAdmission
    Answered on November 01, 2021 at 12:22 PM

    Good morning, I know this support issue was escalated almost two weeks ago but is there an anticipated timeframe to expect a resolution? Is this fixable?

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    Basil_A
    Answered on November 01, 2021 at 01:29 PM

    Hi,

    Unfortunately, we have not received any updates regarding the issue and we do not have an expected ETA.

    We will notify you as soon as the issue is resolved.

    Please let us know if you have any further questions.

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    SocialWorkAdmission
    Answered on November 10, 2021 at 01:43 PM

    Good afternoon, checking in again. Why are there no updates after 3 weeks for an issue that was escalated and marked as high priority?

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    Basil_A
    Answered on November 10, 2021 at 03:10 PM

    Hi,

    Unfortunately, we have not received an update.

    You may consider deleting the current approval flow and creating a new one then attempting to access the page.


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    SocialWorkAdmission
    Answered on November 16, 2021 at 05:07 PM

    Thanks for your suggestion. I hate to delete it if it can be restored which I thought was the reason the ticket was escalated in the first place and waiting weeks to find out?

    It does appear some parts of the flow may still working but without being able to make adjustments as needed, we are just flying in the dark.

    I did copy the form and approval flow and it did the same thing, produced a blank page.

    This is very discouraging because I thought this was a quality program and our institution was reviewing it for its own Enterprise account.

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    Basil_A
    Answered on November 17, 2021 at 02:29 AM

    Hi,

    I hate to delete it if it can be restored which I thought was the reason the ticket was escalated in the first place and waiting weeks to find out?

    The ticket was escalated for that reason, you may wait for our team to resolve the ticket in that case.

    If you are interested in the Enterprise plan, I would suggest contacting our enterprise, for any questions regarding the plan.

    https://www.jotform.com/enterprise/contact-sales/

    I will leave a message to our developers to check if there are any updates.

    We will notify you once we receive a reply.

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    cem
    Answered on November 22, 2021 at 12:10 PM

    Hello,

    Firstly, we are sorry for the inconvenience.

    The problem is fixed and workflow builder is visible again. It was related to malformed html email content to be placed into two approval elements which can be shown as below:


    1637600930_619bcea23280c_Screen Shot 202

    1637600957_619bcebd157f0_Screen Shot 202

    I have fixed email contents of these approval elements. Can you check and verify it?

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    SocialWorkAdmission
    Answered on November 23, 2021 at 11:18 PM

    Thank you, I am able to see the builder now. I appreciate your assistance! It's a little hard in the picture to see what the error was. Could you let me know in detail that way I make sure to avoid that problem moving forward? What exactly was wrong with the email content?

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    Nik_M
    Answered on November 24, 2021 at 06:20 AM

    If I understood our developer correctly the issue was related to the following HTML email content.

    1637752760_619e1fb8b7110_email.PNG