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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Form Designer is stuck at splash screen

    Asked by munchie on August 27, 2015 at 01:34 PM

    your site hanging up when trying to go to Design page, just the splash screen

    Geoff Brown

    downtownbrown.biz@gmail.com

    403-399-5095

    Page URL:
    http://www.jotform.ca//?formID=50256064297255#design

    Screenshot
    form designer
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    JotForm Support

    Answered by Welvin on August 27, 2015 at 04:18 PM

    Hi Geoff,

    I cannot replicate the problem here using the same browser. Please try opening your Google Chrome in Incognito mode, make sure that none of your current extensions is enabled in the incognito. 

    If the form designer will load up, then that means one of your extensions is causing it. Please try to disable them one by one until you'll find it. 

    Also, try to clear your browsing data, especially your browser's cache and then your cookies for Jotform.

    Thanks

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    Answered by munchie on August 27, 2015 at 04:45 PM
    tried the incognito, did not work
    i will try it at home and let you know
    thanks, Geoff
    ...
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    JotForm Support

    Answered by Welvin on August 27, 2015 at 05:39 PM

    Hi Geoff,

    Please don't forget to enable your cookie as well as your Javascript. Also, we don't put ads to our website so you are safe to disable the adBlock in Jotform.

    Thanks

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    Answered by munchie on August 27, 2015 at 05:45 PM
    tried at home, still no luck
    but i noticed the logo (pencil tip in circle)
    is slowly flashing
    ...
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    Answered by munchie on August 27, 2015 at 05:45 PM
    i tried your suggestions, no luck
    i was using the design mode just last night, no issues.
    ???
    ...
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    JotForm Support

    Answered by Welvin on August 27, 2015 at 05:54 PM

    Strange. Please do the following:

    a. Close the designer/form builder

    b. Logout from your account

    c. Clear your browser cookies for Jotform

    d. Clear your browser's cache

    e. Login again

    f. Clear your forms cache: https://www.jotform.com/help/229-How-to-Clear-your-Form-Cache

    Edit the form after and load it in the designer. I hope that helps. If not, please do the following to see if what's causing the problem:

    1. While you're stuck in the splash screen, press "F12" to open the developers window.

    2. In the developers window, find and click the "Console" tab

    3. In the console area, you should see some logs. Errors are colored red. Please take a screenshot and post it in this thread.

    Here's How-to-add-screenshots-images-to-questions-in-support-forum.

    Also, try it using another browser.

    Thanks

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    Answered by munchie on August 27, 2015 at 06:45 PM
    i will give that a try later tonight or early tomorrow
    and let you know
    ...
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    JotForm Support

    Answered by jonathan on August 27, 2015 at 10:13 PM

    Please feel free to contact us again anytime if issue persist.

    Regards,

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    Answered by munchie on August 27, 2015 at 11:45 PM
    my other form gets stuck as well,
    has my subscription run out or something?
    ...
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    JotForm Support

    Answered by Chriistian on August 28, 2015 at 06:32 AM

    Hi,

     

    I tried it on my end using Google Chrome and I was not able to replicate the issue for both of your forms. I was able to access the forms on Designer Mode.

     

     

    And I think this has nothing to do with your subscription. Have you tried the steps provided by my colleague, Welvin, above? If so and the issue still persists, can please do the following so we can check what is causing the issue:

    1. While you're stuck in the splash screen, press "F12" to open the developers window.

    2. In the developers window, find and click the "Console" tab

    3. In the console area, you should see some logs. Errors are colored red. Please take a screenshot and post it in this thread.

    You can check this guide for the instructions on How-to-add-screenshots-images-to-questions-in-support-forum.

     

    And also, can you try to use a different browser (i.e Firefox) and see if you will still encounter the issue there?

     

    We will wait for your response.


    Regards.

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    Answered by munchie on August 28, 2015 at 02:45 PM
    [image: Inline image 1]
    ...
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    Answered by munchie on August 28, 2015 at 03:45 PM
    also, this is what happens in Internet Explorer
    hitting design sends me to what looks like a default template of yours
    [image: Inline image 1]
    ...
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    Answered by munchie on August 28, 2015 at 03:45 PM
    i cleared my form cache, no change
    ...
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    Answered by munchie on August 28, 2015 at 03:45 PM
    cleared all my cookies and browser cache
    still no change
    ...
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    Answered by munchie on August 28, 2015 at 03:45 PM
    tried designer on firefox
    sent me to the same template as IE
    ...
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    JotForm Support

    Answered by Welvin on August 28, 2015 at 04:51 PM

    I'm sorry, but this support forum cannot accept an inline image attachment. You have to provide the URL or upload the image. Here's our guide for that:

    https://www.jotform.com/answers/277033-How-to-add-screenshots-images-to-questions-in-support-forum

    You have to access this thread: https://www.jotform.com/answers/649250.

    Thanks

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    Answered by Geoff Brown  on August 28, 2015 at 05:28 PM

    here is a screenshot of the console error message

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    Answered by Geoff  on August 28, 2015 at 05:38 PM

    here is a shot of designer page in IE

    looks like a default template

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    Answered by munchie on August 28, 2015 at 05:45 PM
    ok i sent the screen shot of the console error message via forum
    let me know if that you received it
    thanks, Geoff
    ...
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    JotForm Support

    Answered by EltonCris on August 28, 2015 at 08:16 PM

    @Geoff

    Thanks, we got your two screenshots, one with default template (IE browser) and the console error (which I think using Chrome Browser).

    Base on the error, it seems the browser prevents the page from saving cookies or data.  Any chance you've disabled cookies or localStorage on your browser? Or atleast check if your browser's cookies is enabled and make sure Jotform is on the exemption list. If you are using Chrome Browser, here's how to check it https://support.google.com/accounts/answer/61416?hl=en.

    With regards to your IE browser which shows the default template instead of your form, this happens when you are logged out on the session. Please relogin at www.jotform.ca and open the designer again at http://www.jotform.ca//?formID=50256064297255#design. This should help.

    If you see any problems or if none of these helps, let us know.

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    Answered by munchie on August 31, 2015 at 03:45 PM
    i have tried form on different browsers and computers
    it has to be something on the server end
    can you create a new account and copy my info over
    but do not change my current one
    ...
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    Answered by munchie on September 01, 2015 at 01:45 PM
    i have tried everything as per your instructions and more
    including different computers at other locations and other browsers.
    still no luck
    even when i create a new blank form it shows this template (see attached
    image)
    could you create a new account for me so i can do some more tests
    pick whatever username and password you wish and email me the info.
    thanks
    ...
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    Answered by munchie on September 01, 2015 at 01:45 PM
    p.s. can i turn off the auto save feature?
    ...
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    Answered by munchie on September 01, 2015 at 01:45 PM
    never mind the auto save question, went to forum.
    ...
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    JotForm Support

    Answered by Welvin on September 01, 2015 at 03:47 PM

    I am sure that the issue is related to your current session. I noticed this sometimes when loading the form designer. A simple clearing of cache and cookies should supposed to fix this. Please try the following again:

    1. Login to your account.

    2. Open your form in the designer using this link: https://www.jotform.ca//?formID=50256064297255#design

    3. If it shows you a wrong form or if you are still stuck, please press CTRL + F5 in you keyboard, simultaneously. See what will happen if you do this.

     

    As for creating a new account, I'm sorry, but I'm not sure what information or email address to use for the new account. Please create it instead.

    Thanks

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    Answered by munchie on September 01, 2015 at 04:45 PM
    i cleared the cache and a ctrl-F5
    it displayed your template as before
    so...
    i created a blank form and started to rebuild.
    it goes to designer but only displays the first line???
    http://www.jotform.ca//?formID=52434800117951
    ...
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    JotForm Support

    Answered by Welvin on September 01, 2015 at 06:20 PM

    Okay, I think the issue is related to the domain redirection. When you are into the jotform.ca domain, clicking the designer will load up the "jotform.com" domain (vice versa). Can you check if this is the case? We recommend jotform.com as the main domain.

    It should supposed to use a single domain, but if that is causing the issues, then just please make sure that both the form builder and the designer are using the same domain. If not, change it to make it the same.

     

    i created a blank form and started to rebuild. it goes to designer but only displays the first line???

    -Do you have a screenshot of what you mean by this? 

     

    This thread is getting longer and our apologies for going back and forth to the issue. I hope the above is the real cause and the given solution would resolve it. If not, let us know here so we can dig deeper.

    Thank you for your time and cooperation.

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    Answered by munchie on September 01, 2015 at 06:45 PM
    YUP, .com fixed it.
    do you guys mirror it to .ca?
    thanks for your patience
    geoff
    ...
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    JotForm Support

    Answered by EltonCris on September 01, 2015 at 08:57 PM

    Glad it's partially fixed.

    Yes, it is supposed to work on both domain. Please ensure you are both login on the same account at jotform.com and jotform.ca. Then try .ca afterwards, it should work the same as the .com domain.

    Here's my test with jotform.ca