CNAME Records : User gets stucked at the loading screen when editing the form using custom domain

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    Asked on May 04, 2015 at 11:41 AM


    I tried to change the theme of one of my forms and a page shows up and freezes., see the attached screen shot of that page.

    Same thing when I click the icon Designer.



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    Answered on May 04, 2015 at 12:48 PM

    I'm sorry about the problem, Rodolfo. I just tested the form designer and it's working as expected.

    Did you try logging out from your account and clearing your browser's cache and cookies for Jotform? If not, please give it a try and see if that fixes the issue. If it's the same, please do the following:

    a. Right-click in the form designer loading screen

    b. Find and click "Inspect Element". This will open up the developers tab

    c. Find and click the "Console" tab. In this window, you'll find the errors that might causing the problem to happen. Please take a screenshot of this window and post it here.

    Please review this visual guide for the window:

    Errors are colored Red.

    Thank you for reporting and your help is greatly appreciated.

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    Answered on May 04, 2015 at 01:00 PM

    Hello, Here is the screenshot as requesed. I notice it happens in Chrome and Firefox

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    Answered on May 04, 2015 at 01:31 PM

    Thank you for the screenshot, Rodolfo. It looks like you are using a custom domain for accessing our website. That is based on your screenshot, 

    I tried it here and indeed, the form designer is not loading when you click on it. It gets stuck at the loading screen:

    Maybe, the form designer and themes are currently not supported in CNAME Records so I would suggest try doing it to our main website at to confirm if that is the case and if it's works there. Please don't forget to add the screenshot(s).

    Thank you for your help.

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    Answered on May 04, 2015 at 04:21 PM

    Yes, it works now, takes a while for the page to upload, but now I can change the design of the form. I see this is a new tool, please let me know if a fix is in the works to deal with the custom domain.

    Thank you!



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    Answered on May 04, 2015 at 05:05 PM

    Hi rodolfosiles,


    Thanks for contacting us again. This tool is now under review by our team. We will get back to you soon as the fix is available.