Forms not working today -- 11/7

  • Profile Image
    hellolanding
    Asked on November 07, 2021 at 10:05 PM

    Received no submissions for past 10 hours on all forms of account.

    Expected dozens and attempted submission on 3 separate forms without results. Replicated the issue and believe we have widespread failure across all forms and submissions on our account -- jotform status says everything is operational.

    Will be an enormous operational hassle if this is not resolved tonight.

  • Profile Image
    Kenneth_C
    Answered on November 07, 2021 at 11:18 PM

    Thank you for reaching support,

    Can you share the form links of the other two forms so we can check them as well?

    Also, are the forms embedded on a website?

    If so, can you share it with us so we can check?

    I also cloned and tested the form and the submission triggered the Approval flow:

    1636344905_6188a449e5cda_g1.png

    I also cleared your form cache.

    Awaiting your response.

    Best.

  • Profile Image
    hellolanding
    Answered on November 08, 2021 at 02:17 AM

    Hey Kenneth!

    Here are forms that should have received submissions today:

    1. https://form.jotform.com/210284649457160 - home access
    2. https://form.jotform.com/211645582397161 - turnover access
    3. https://form.jotform.com/203073993365057 - home quality assurance ; looks like this one is working
    4. https://form.jotform.com/203154812351042 turnover housewares
    5. https://form.jotform.com/202879091955064 - turnover furniture form

    They are pop-up links in our app, but we encourage our users to use in a browser to avoid issues // closing out accidentally without having submitted.

    Can you help me understand approval status and approval flow?

  • Profile Image
    Nik_M
    Answered on November 08, 2021 at 03:09 AM

    I checked the forms you shared and most of them have submissions from yesterday 11/7.

    I also tested one of the forms and my submission was recorded properly.

    1636358698_6188da2ab3f31_submission.PNG

    The Approval Flow on the form I submitted is disabled.

    1636358741_6188da55a9d1c_approwal.PNG

    Can you please test the forms again and check if the submissions are recorded. If your forms are embedded, please share the webpage URL.

    You can check how the approval flow is working here: A General Approach on Building an Approval Process Workflow

  • Profile Image
    hellolanding
    Answered on November 08, 2021 at 09:16 AM

    We've never used approval processes or statuses as a part of these forms --> But we need full confirmation that they've submitted and speaking with our contractors the forms are not submitting.

  • Profile Image
    Marco_S
    Answered on November 08, 2021 at 09:57 AM

    Hello there,

    Upon making some test submissions on your forms, I could regularly see them reflected on your submissions table.

    Please note that on your form:

    https://form.jotform.com/202879091955064

    it seems you've set up an approval flow. This means that you'll need to manually approve each submission before being able to see them on your submissions table approved entries.


    Let us know if you need further assistance,

    Regards

  • Profile Image
    hellolanding
    Answered on November 09, 2021 at 02:21 PM

    We are again unable to get forms submitted.

    How have Jotform worked to fix this recurring issue?

    1. https://form.jotform.com/210284649457160 - home access
    2. https://form.jotform.com/211645582397161 - turnover access
    3. https://form.jotform.com/203073993365057 - home quality assurance ; looks like this one is working
    4. https://form.jotform.com/203154812351042 turnover housewares
    5. https://form.jotform.com/202879091955064 - turnover furniture form


  • Profile Image
    parker
    Answered on November 09, 2021 at 03:01 PM

    Hello,

    I see that you have submissions for today and we are unable to replicate this issue. Please tell us what's happening when you say they can't submit a form and what exactly they're doing so we can try to replicate it.

    If they click submit and it's just not doing anything, please have them take a screenshot of the console log.

    https://www.jotform.com/help/453-how-to-get-a-console-report-from-most-common-browsers/

    Screenshots or a screengrab could also help explain a lot so we can understand what they're doing because if we can't replicate it we aren't able to see anything wrong.