Form Conditions Suddenly Stop Working

  • Profile Image
    Asked on September 04, 2015 at 10:20 AM

    I keep having issues where conditions that were working fine for a period of time suddenly stop working with no warning. 

    This happens most often with conditions concerning e-mail routing and updating of a form field based on a certain selection. Some of the issue seems to be items not retaining information after submission, but if they are set to wipe it doesn't make sense that this setup worked in the first place. 

    For example: Please see attached data download screenshot. I have highlighted the items so they stand out more

    One of the conditions set up says that if the item in the invoice schedule selected is pass through, to move the amount from that row to the corresponding pass through cell (hidden) at the bottom of the page. All the pass through cells at the bottom are then totaled to get the total pass through amount.

    We can see from the 8/27 submission that this condition was working correctly. However if you go to more recent submissions, despite having the same item selected on the same row, the condition has ceased to function and the data isn't being retained by the hidden pass through cell. 

    The people submitting these forms confirmed that the condition worked correctly in the live form (I also confirmed this when I tested the live form) but for some reason once the form is submitted the condition stops working. 

    That the conditions are so unreliable is a major issue and I can't afford to have this kind of instability. 

    Previous threads on this topic have suggested fixes (i.e. changing cell settings or the setup of the condition) and sometimes those fixes work for a while before they suddenly stop functioning.

    I need this issue to be looked at from the back end: this isn't just user related error because if it was, nothing would have worked in the first place. Please treat this seriously and work on fixing the back end problems that are creating this issue. 

  • Profile Image
    Answered on September 04, 2015 at 12:32 PM

    Apologies for the inconvenience.

    I cloned your form for testing purposes, unfortunately, I'm unable to replicate the problem.

    May we know if the form is embedded on a website? If that's the case, it is possible that there's a code conflict happening between the website and the form that may have caused this problem, if the user is also filling out the form using an outdated web browser, that may also be another factor that contributed. Please do share to us the link of the web page if it is indeed embedded. To avoid code conflict, you can try re-embedding using the iFrame embed code instead, that should prevent any code conflict to happen.

    If not, could you please follow this guide: Every time that a user fills out your form and there's a blank field, we can assess if what browser version they are using.

    We'll wait for your response.

  • Profile Image
    Answered on September 04, 2015 at 05:04 PM

    the form is not embedded in a website. People are using a direct link to fill it out

    It is the same person, filling out the same form. I believe she is even using the same browser but I will double check that. 


    Please send me a list of the browsers that have known capability issues as well as the browser you recommend as most compatible with Jotform so I can direct users to use the best one



  • Profile Image
    Answered on September 04, 2015 at 06:00 PM

    We recommend using Google Chrome and Firefox, the must updated versions. On regards of this statement " the condition has ceased to function and the data isn't being retained by the hidden pass through cell. 

    I believe this is not retaining due to the current setting you have on your form:

    Simply select "don' clear", otherwise with the current option "clear on submit", it will clear values on conditionally hidden fields.

    Let us know if you need more help, we will be glad to assist you.


  • Profile Image
    Answered on September 09, 2015 at 04:52 PM

    You guys aren't hearing me.....


    This condition WORKED

    If there was a bad setting, it wouldn't have saved properly from day 1

    If there was a problem with the browser being used, it wouldn't have saved properly from day 1

    In this particular case the condition has continued to work properly - until the form is submitted. 

    So far no reason has been presented as to why a condition would cease functioning in the absence of any change being made. 

    I don't have an issue with updating the preference for the field (or setting up a different kind of condition) to try and resolve this.

    I have an issue with conditions that were tested and functioning well suddenly no longer working.

    I have in the past made changes and gotten things working again, only to have them suddenly fail. 

    I can't afford for this to keep happening. Things should work (or not work) consistently. 

  • Profile Image
    Answered on September 09, 2015 at 06:58 PM

    It's quite difficult to tell exactly why the conditions worked before, but then stopped working. But here is my explanation on regards of the hidden field that stopped receiving data:

    It seems that the Clear Hidden Field Values setting for some reason was being bypassed, but I think it suddenly started being met due to an update, that's why hidden fields which used to receive data stop receiving data upon form being submitted (as you explained on the image you shared), since the option for that setting was Clear on Submit:

    I can see you have put that setting option to "Don't clear", because I just cloned your form, and did a test submission(which works as expected like in your submission made in  8/27), here is my result:

    Now, if there is any other condition that is not working, could you please be specif and let us know which one is?  We will do our best to test and find a solution.

  • Profile Image
    Answered on September 10, 2015 at 11:37 AM

    Ok, so you are saying that due to a recent update Jotform started working correctly, whereas before it was not?


    I received information this morning that e-mail notifications are no longer going through. Is there a way for me to monitor the notifications being sent out? 

  • Profile Image
    Answered on September 10, 2015 at 01:01 PM

    That's my assumption, that specific feature was being bypassed, but since Jotform constantly updates, it started to work as it should.

    On regards of the notifications which are conditioned, they do not show any bouncing in our mail logs, and upon checking they show good delivery: 

    Have you check spam folder? Do you see any specific entry that should have triggered to send a notification to specific email, and was never received for that email?

  • Profile Image
    Answered on September 10, 2015 at 02:18 PM

    I don't need to check the e-mail to Chris, he is the last stop in the chain. 

    I need a way of checking the e-mail logs myself 

    I get e-mails from people every day saying notifications aren't going through (this is for more than 1 form) and because I can't check on this myself I usually just make sure the form conditions are still correct and forward the form information. 

    It is the same e-mail addresses who sometimes receive the confirmation and sometimes not - and this is for the same few forms. 

    Today it is who isn't getting notifications - so far this is just for the MBUSA CIF form. Tomorrow it may be someone else, with another form. 

    I see in the support forums a lot of people had issues with e-mails this morning so I don't think this has anything to do with user error as it clearly doesn't effect only the form I created

    Please let me know ASAP how to check this myself



  • Profile Image
    Answered on September 10, 2015 at 02:21 PM

    btw, if you check the date stamps in your log you won't see any entries dated after 9/8; that was 2 days ago. That you don't see anything going out since then when I am saying that this morning e-mails aren't being received should tip you off there is an issue. 

  • Profile Image
    Answered on September 10, 2015 at 04:44 PM

    as of now you have a large number of users experiencing this issue with the e-mails not working as of this morning.



    These are just some of the threads about this issue, and a few of them have multiple users adding that they are experiencing the issue as well. 


    This is pretty clearly a problem on your end. 


    What is causing this issue? When can we expect it to be resolved?


    This is causing HUGE problems, and not being able to monitor the e-mails going out without someone from support getting involved is another BIG problem that needs to get resolved. 



  • Profile Image
    Answered on September 10, 2015 at 11:38 PM

    Yes, we received a number of reports about the notifier today, but our developers have fixed the issue a while ago. I hope that works for your now. If not, please let us know. I would suggest updating us to your original thread about this problem. You have posted the notifier issue in the following thread:


    As for the original issue about the conditional logic, can you please confirm if it's already been resolved? If not, please let us know the spreadsheet link, make sure it is shared so we can check it and test the form and let you know for the next possible solution.