I'm trying to Save data in a form and it hangs up without saving - Follow Up

  • Profile Image
    annewisnewski
    Asked on November 29, 2021 at 09:38 AM

    Ashwin_d

    I tried to reply to the link in your response but I got a 404 error.

    Anyway, I did try it again today and I have the same issue.

  • Profile Image
    francis
    Answered on November 29, 2021 at 09:59 AM

    Dear annewisnewski,

    Thank you for your query.

    I'm afraid I could not replicate the issue that you are facing and it seems to be working fine from my side.

    1638197853_61a4ea5ddef6d_Screenshot 2021

    Please may I request that you try the troubleshooting tips below before you try this again.

    1. Clear cache and cookies

    2. Update your browser

    3. Disable browser add-ons or extensions

    4. Reset or restart your device

    5. Use other device

    6. Use other internet connection (if available)

    If this problem continues to persist please feel free to use my cloned version of your form:https://form.jotform.com/213324529365961

    If you have any further questions please let me know.

    Kind regards,

    Francis

  • Profile Image
    John Mercuro 
    Answered on November 29, 2021 at 11:16 AM

    Francis,

    I'm working on this instead of Anne Wisnewski

    1. Clear cache and cookies - Did this

    2. Update your browser - already up to date.

    3. Disable browser add-ons or extensions. Disabled all extensions except for company required security extensions

    4. Reset or restart your device - Did this

    5. Use other device - I only have one company device

    6. Use other internet connection (if available) - Not available

    If this problem continues to persist please feel free to use my cloned version of your form:https://form.jotform.com/213324529365961 - I tried this. When I got to the end, it asked me to log in (which I did) and after logging in, I got the same indefinite Loading message

  • Profile Image
    Richie_P
    Answered on November 29, 2021 at 11:58 AM

    I did try your form and I can't replicate the issue.

    chrome_PM7huI7F98.png

    May we know the web browser you're using?

    May we know the devices you have used to test the form?

    The issue could be with your network blocking the save feature.

    If possible, kindly try the form outside your company network and firewall.

    Let us know how it goes.

  • Profile Image
    John Mercuro 
    Answered on November 29, 2021 at 01:26 PM

    May we know the web browser you're using? Google Chrome

    May we know the devices you have used to test the form? IBM Thinkpad

    The issue could be with your network blocking the save feature. Doubtful, that wasn't an issue before last week.

    If possible, kindly try the form outside your company network and firewall. I used my personal laptop which is off the company network and firewall - I get the same result.


    John

  • Profile Image
    Gilbert_P
    Answered on November 29, 2021 at 03:04 PM

    Hello John,

    Could you try using another browser for testing purposes and see if the issue will occur there as well? If the issue is still persisting even when using another browser, please try logging out of your Jotform account, fill out the form halfway, then click the Save button.

    Let us know how it goes.

  • Profile Image
    John Mercuro 
    Answered on November 30, 2021 at 10:00 AM

    Gilbert,


    I used Microsoft Edge and filed out the complete form - same result.

    I used FireFox and only filled out half the form - same result.


    John

  • Profile Image
    Christian_A
    Answered on November 30, 2021 at 10:43 AM

    Hi Anne,

    Thank you for the additional information.

    I also tried Chrome, Firefox, and Safari and was still unable to replicate the issue. I suggest trying a private browser/incognito mode.

    1638286450_61a644723bba1_Screen Shot 202

    If the issue still persists, seeing that returns for the form in question are all test submissions, may we recommend to simply clone https://www.jotform.com/form/212264191347049 and if the issue is resolved, publish the cloned form instead.

    Related guides:

    Please feel free to contact us back should you have additional questions.

    Regards,

  • Profile Image
    John Mercuro 
    Answered on November 30, 2021 at 04:06 PM

    Hi,


    This is JOHN. Anne created the account but I took over testing the form from her. I did try Incognito and that didn't work either. However, I do have some additional info for you.

    I had Anne sign in (with the same login credentials) to update the form and it worked for her. She sent me a link to the updated form. I made a change, saved it and did not get the Loading message. However, I sent myself a link of the change and when opened it after the change - my change did not show up. I still saw the form Anne updated.

    Keep in mind, I did use a different device yesterday that was off the company network, so I don't think it's the device.

    It can't be the account if Anne used the same account.


  • Profile Image
    Laura_L
    Answered on November 30, 2021 at 08:13 PM

    Hi John,

    Thank you for the further details.

    Would you be able to give us the link to the saved form, and let us know which fields you edited?

    May I also ask you to try the following:

    1. Clone the form
    How-to-clone-an-existing-form-from-a-url

    2. Turn off the Save feature on the form, and clear your form cache.

    You can turn off the setting from the Form Settings page in the Form Builder:
    1638321111_61a6cbd74fb6d_continueformsla
    To clear your form cache, please see the following guide:
    How-to-clear-your-form-cache

    3. Turn the Save feature back on, fill out the cloned form halfway, and try to save it.

    Please try this, and let us know how it goes.

  • Profile Image
    John Mercuro 
    Answered on December 01, 2021 at 07:57 AM

    Laura,

    I follow these steps and I get the same result on the Cloned form.

    I'm sending you two attachments:

    1) The Clear Cache confirmation

    2) "Saving" image. This is what I see when I try to close the Loading Message window. It looks like it's still trying to save the form. This image was taken when I tried to continue with draft after entering the form the for the first. Even though the form was still blank (because the first Save never saved the data entered), I re-entered the first two pages and tried to Save.

    Question for you - when a user saves a form, does it save anything on the device? A log file perhaps?

    Could it be that when I first experienced this Loading issue last week, that somehow it's still trying to save that data and locking me out from entering anything now?

    Although, I did try this on my personal laptop and had the same issue. I also know it can't be on the account because I had Anne log with the same credentials and she's able to save her data entries.

    I'm just trying to figure out why it only seems to happening to me.


    John

    1638363194_61a7703af339c_



    1638363204_61a7704469a5a_




  • Profile Image
    John Mercuro 
    Answered on December 01, 2021 at 07:59 AM

    Laura,

    I forgot one more image - this is the Loading message - showing the URL for the Cloned form

    1638363518_61a7717eda9f5_Loading.png

  • Profile Image
    Amos_W
    Answered on December 01, 2021 at 08:17 AM

    Have there,

    I have whitelisted your IP address,

    Can you please try now and see if the issue persists?

    When clicking in save, it doesn't save anything on your device, the data is getting saved on our servers.

    Please let us know if you need any further assistance,

    Thank you

  • Profile Image
    John Mercuro 
    Answered on December 01, 2021 at 10:40 AM

    Amos,


    I tried it again and I'm still having the same issue on SAVE.

    However, when I complete the form and SUBMIT, it allows me to do that. However, I still need to be able to test the SAVE function before we eventually publish the form to our customers.

    John1638373219_61a7976358653_Clone - Submit

    1638373019_61a7969b05750_Clone 10-30am 1

  • Profile Image
    Richie_P
    Answered on December 01, 2021 at 11:50 AM

    I would suggest you let someone out of your company to test the save and continue feature in your form.

    Also, kindly share a screenshot of the console logs when the issue occurs.

    To get the console logs, here is a guide:https://www.jotform.com/help/453-how-to-get-a-console-report-from-most-common-browsers/

    You may share it a screenshot.

    Let us know how it goes.