- goshowAsked on January 30, 2016 at 09:22 AM
For the past hour or so my forms do not display in the lightbox. They were working fine before that and nothing has been changed on the form. Do you have an issue? See URL below and press any of the three submit buttons.
This is a MAJOR issue for me as we have lots of traffic coming to the site with submissions. Please urgently fix.Page URL:
- goshowAnswered on January 30, 2016 at 09:34 AM
Looking at the network trace in the browser it is taking forever to get the file https://form.jotformeu.com/jsform/60244058068353?appendTo=js-form-content&&_=1454164405824
- goshowAnswered on January 30, 2016 at 11:06 AM
In fact this doesnt even work if I use the preview option in your website when using lightbox! What is going on? And I tried creating a new form with nothing but email and name, and that doesnt work either!
You are costing me signups! Please reply ASAP. This is not good enough for a paid-for service...
- JotForm SupportBDAVIDAnswered on January 30, 2016 at 09:42 PM
We apologize for the inconvenience, I have reproduced the issue:
I will report this to our second level, you will be notified via this thread when this gets fixed.
- JotForm SupportBDAVIDAnswered on January 31, 2016 at 12:21 PM
This issue has been fixed already, please check again, we will be glad to assist you.
- goshowAnswered on January 31, 2016 at 05:34 PM
OK so what compensation can you offer me for the loss of 12 hours worth of customer signups?
In the end I had to go with old-fashioned popup's so at least I didn't lose even more people.
This has been very embarrassing for us that people think it is our website that had a fault.
Please also explain what caused the outage and what steps you will put in place to ensure it doesnt happen again.
- JotForm SupportChriistianAnswered on February 01, 2016 at 03:34 AM
We are very sorry for the inconvenience this has caused you. It seems to be a temporary bug since my colleague cancelled the ticket.
I also noticed that you have multiple forms in one page which may be causing the error. I cannot confirm because you are now using pop-up to embed your form in your page.
I'll try to reach out with my colleague and the development team to find out what caused the problem.
- goshowAnswered on February 01, 2016 at 04:19 AM
Well as your colleague said he could reproduce the issue with his own tests, I do not believe it was anything to do with my use of the forms. Also the lightboxes had been working correctly for a couple of weeks with three on the page, so does not make sense why it stopped working.
I suggest it was an issue on your side.
- JotForm UI DevelopermertAnswered on February 01, 2016 at 08:43 AM
Again, please accept my apologies about the trouble we caused. Yes, it was related to our side; but according to our developers, Lightbox embed method has no problem currently and also, I tested it on my side and didn't encounter any error.
Thank you for your understanding.
- goshowAnswered on February 01, 2016 at 10:53 AM
I expect some form of compensation due to the outage lasting so long. Please credit me one month free for your services. I lost over 12 hours of signups, and it made our site look very bad.
- JotForm SupportdavidAnswered on February 01, 2016 at 12:47 PM
JotForm is provided "As Is" and we do not compensate users for any issues with their forms:
If you would like for us to refund and cancel your subscription, we can do so. However, it will not be possible to credit you with a free month of time.