Slow connection or error when retrieving Submission PDF

  • jardar
    Asked on September 16, 2015 at 4:30 AM

    Hi. We are very satisfied with the transition from Adobe Formscentral to Jotform, but I'm wondering if there might be something slowing the server or interupting the connection?

    We are sharing submitted reports with our customers using the "getSubmissionPDF" thru links like this:

    http://www.jotform.com/server.php?action=getSubmissionPDF&sid=317466469152357628&formID=51623902917355&token=1441701944962

    Yesterday I got quite a few "Jotform is currently unavailable"-alerts, and even today I'll have to wait 10-15 seconds when I click the link to retrieve a  94kb PDF, before anything seems to happen. (I'm on a 100Mb line).

    To wait 10-15 sec is no big deal, but it might trigger the custommer to leave the page when nothing happens, and obviously the "currently unavailable" situation is even worse if it occurs when customers are filling out the forms in the first place.

    Thank you!

    Torstein Siegel

     

    Jotform Thread 663121 Screenshot
    Page URL: http://www.jotformeu.com/jardar/Rapportskjema
  • Boris
    Replied on September 16, 2015 at 8:59 AM

    We are sorry for the inconvenience, Torstein. I can see that your form loads slightly slower over its customized link than it loads when accessed over its regular direct link:

    http://www.jotformeu.com/jardar/Rapportskjema (8 - 20 seconds)

    http://www.jotformeu.com/form/51623902917355 (2 seconds)

    However, forms seem to work fine without other slowdowns, as far as I could tell.

    Actions to get PDF submissions from your link are indeed very slow, and sometimes result in the 5xx JotForm is not available errors:

    Slow connection or error when retrieving Submission PDF Image 1 Screenshot 30

    Slow connection or error when retrieving Submission PDF Image 2 Screenshot 41

    I am not sure what might be causing the slowdown, other than that our main server is under heavy load at the moment - so server side actions take slightly longer to be performed. PDF submission files from my account seem to download normally, without encountering server errors.

    Can you please try using a link with only the Submission ID in it, and see if it loads quickly and fine on your end? I have tested the following link with formID and token removed, and the submission PDF downloaded quickly:

    http://www.jotform.com/server.php?action=getSubmissionPDF&sid=317466469152357628

    If this loads better, I would advise you to please use such links at the time while our server is under load.

    If the issue continues, please let us know and we will be happy to raise it to our developers as such. Thank you.