- AMcLaughlinAsked on July 16, 2015 at 11:22 AM
I had a user call my attention to a frustration she experienced while completing one of my forms, she wrote, "I must have mistyped in a hurry. It was actually quite interesting - the online form timed out several times while I was filling it out. So I tried to hurry and retype the same information as fast as I could, hoping to complete the form before it reloaded again. I had to start over more than four times before succeeding. I was unsure as to what caused the abrupt timeout. Whatever the case, thank you for the reminder and I apologize for that."
She was very gracious, but I HATE aggravating my users.
I would appreciate knowing why this occurred. FYI, she is in China.
Thank you, April
- CharlieAnswered on July 16, 2015 at 01:35 PM
May I know if the form is embedded to your website?
Editing the form shouldn't cause a time out on it, although the change won't appear on her side unless she reloads or refreshes it.
Also, is it possible to know the device and browser that she is using?
- AMcLaughlinAnswered on July 16, 2015 at 03:29 PMHello Charlie,
The link is on the website, the form is not embedded.
I’ve asked the user about her browser and her general internet connectivity, but not her device. I’m awaiting her response.
- BorisAnswered on July 16, 2015 at 05:14 PM
Thank you confirming that the form is not embedded. So your users are accessing the form via its direct link:
I have spent about 20 minutes on the form, and it hasn't reloaded or timed out. I have also cloned it into my account, and I do not see anything out of place. I have tried submitting my cloned form a few times, and it submitted correctly without reloading or any time-out issues.
Perhaps it was just a temporary issue or a connection issue that your customer has experienced. Please let us know if the issue happens again, in which case we would appreciate it if you let us know of the device that they have used when the issue occurred, as well as which browser they were using.
I hope this helps.
- AMcLaughlinAnswered on July 16, 2015 at 05:19 PMThank you. I understand.
- AMcLaughlinAnswered on July 20, 2015 at 11:54 AMHello,
This is the information the user gave me about the timing out problem.
“Please do not feel bad about the technical problem at all. It could very well be due to the older operation system on my tablet computer or my internet settings. In that case, I should really be sorry. But if it helps, I was using the Safari app and the timeout happened on the page before last.”
- JotForm SupportdavidAnswered on July 20, 2015 at 01:10 PM
It does indeed sound like there was a timeout on the users end. If they had lost their connection or something of that nature while filling out the form, there may have been issues with triggering the submit action.
Keep an eye out for any other users that have the same trouble. If you have any sort of consistent problem with time outs or inability to submit the form, let us know and we will be happy to take another look.