Why do some of my forms not show on my site?

  • Profile Image
    mitchbarney
    Asked on July 19, 2011 at 06:25 PM

    Hi,

    I installed some forms on my site and now some of them do not show.

    Here is a video with details of the issue -

    http://screencast.com/t/QRAWzWzMriT

    Also here is a page with the jotform js code on it that does not show the form.

    http://www.businessbuyercenter.com/questions-business-brokers-hate.html

  • Profile Image
    brx250
    Answered on July 20, 2011 at 05:59 AM

    Hi mitchbarney,

    First of all, thank you for using JotForm. 

    I admire your patience with us for going through all those stuffs just to elaborate specifically what your problem is. Usually, this kind of problem enters during embedding. Thus, I strongly suggest you to please review your code, and in as much as we would like to help you, we would need additional information such as the browser and operating system you’re using.

    We appreciate your patience and we’ll be waiting for your reply.

    _____________________________________________ 

    Albert JotForm Support

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    abajan
    Answered on July 20, 2011 at 06:16 AM

    Hi mitchbarney

    Thanks for providing the very detailed video of the issue. Normally, there should be no need to go through the process you demonstrated to get the form to display. Try substituting an iFrame for the short embed code you are presently using and see if that helps:

     

    ~ Wayne

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    Jason
    Answered on July 20, 2011 at 12:36 PM

    Hi Albert,

    I can assure you that this is not an embed issue. I have over 30 forms on this site and 3 of them decided to stop working.  Next I checked my unpublished version of the site and the same 3 forms were not working, but tey were working before I published.

    As you can see from the video, the non showing forms do show after I hit save again in jotform.

    So this rules out embed, OS, and browser issues.

    Jason

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    Focus7
    Answered on July 20, 2011 at 12:41 PM

    Hi Wayne,

    I was hoping that someone was going to track down the issue and not tell me to try a different way of displaying the form on my site.

    Is there a known issue with embeding with the java script?

    Jason

  • Profile Image
    NeilVicente
    Answered on July 20, 2011 at 01:24 PM

    Hi Jason,

    Can you please try changing part of the url in the embed codes from form.jotform.com to www.jotform.com?

    Let me know if it helps or not. Thanks!


    Neil

  • Profile Image
    Focus7
    Answered on July 20, 2011 at 01:52 PM

    Hi Neil,

    all forms are showing at this time, so I cannot add www to see if it fixes it.

    Neil, is adding www a known fix to a known problem?

    Jason

  • Profile Image
    NeilVicente
    Answered on July 20, 2011 at 02:10 PM

    Yes it is a known fix to a problem regarding forms that fail to update. I was thinking maybe your forms are having issues with forms being updated, since you mentioned yourself that the forms only show when you edit and save them.

    However, upon further analysis, I figured that the problem might be with your connection to our servers. Since using the short embed method requires that a JavaScript file be downloaded first and then executed to display the entire form, it might be possible that your browser is having problems downloading it.

    If this file fails to download and execute, the form will not display in any way. Try iframe codes instead, as suggested by my colleague, Wayne.


    Neil

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    Focus7
    Answered on July 20, 2011 at 03:22 PM

    Hi Neil,

    I am pretty sure it is not a server connection issue as I had checked two versions of the site on different sides of the United States with different servers and different everything.

    I will try the www fix.

    Jason

  • Profile Image
    Focus7
    Answered on July 20, 2011 at 10:29 PM

    if the www.jotofrm is a fix, why hasn't the embed JS code been updated @jotform to include www.jotform instead of form.jotform?

  • Profile Image
    NeilVicente
    Answered on July 21, 2011 at 06:38 AM

    Forms called from the url form.jotform.com are supposed to be faster because they are served from different locations around the world via a Content Delivery Network as opposed to www which is hosted in a single location. However, there have been occurences when forms served using this url experience delays in updating.

    Advising our users to use www instead of form is more of a band-aid solution until we finish our investigation regarding the delays, that is why we have not updated the Embed Form Wizard to give out www form url's.

    You can try and see if it solves your problem. Still, I maintain the opinion that iframe is the easiest solution to this issue.


    Neil

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    Focus7
    Answered on July 21, 2011 at 01:09 PM

    Thanks for the details :)

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    lpmsptsa
    Answered on August 04, 2011 at 08:50 AM

    It's just strange that it seems so random.  I was creating a new form yesterday and literally making changes to the form every 5 minutes or so.  All was working fine and the updates were showing up no problem, then suddenly it stopped updating.  Changing from 'form' to 'www' fixed the problem, but not after wasting 45 minutes trying to figure out what I had done wrong -- I assumed that I'd done something funky with my last update.

  • Profile Image
    allanftd
    Answered on August 04, 2011 at 09:33 AM

    @lpmsptsa,

    We really apologize if this has inconvenienced you. Rest assured that we're monitoring this issue so that you don't have to do extra steps like changing "form" to "www" which you shouldn't be doing in the first place.

    Thank you for your patience and understanding. Let us know if you have any other concerns.

    JOTFORM SUPPORT

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    bhpinfo
    Answered on November 09, 2011 at 07:28 AM

    Is this issue still being looked into? I am experiencing the same thing with forms not updating 3 months after the last time you said it was being investigated. Any timescales on permanent fix?

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    fxr
    Answered on November 09, 2011 at 04:24 PM

    Its still being looked into bhpinfo. 

    form.jotform.com & www.jotform.com are interchangeable, we want to keep using the two different URLs for accessing forms as it gives us more flexibility if/when we have a major system issue.

    I know its frustrating for some users who get affected with issues with form.jotform.com, its frustrating, too from a support point of view. It just takes time for these new routes to become established, but in the long run, it will help us provide better availability of everyones forms. 

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    bhpinfo
    Answered on November 10, 2011 at 05:02 AM

    The only issue is that we are using secure forms, so can't replace form with www as we don't have it in our code. Any solution for this?

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    abajan
    Answered on November 10, 2011 at 05:07 AM

    @bhpinfo

    The alternative secure format to https://secure.jotform.com/ is https://www.jotform.com/

    They have the same level of security.

  • Profile Image
    bhpinfo
    Answered on November 10, 2011 at 05:13 AM

    ah ok, thanks, I'll try that.