What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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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    LightBox Embed Method: forms are not displaying.

    Asked by goshow 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:
    http://www.goshow.net/video-of-the-week/

    Screenshot
    My Forms displaying in Submissions site
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    Answered by goshow 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 

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    Answered by goshow 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...

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    JotForm Support

    Answered by BDAVID 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.

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    JotForm Support

    Answered by BDAVID on January 31, 2016 at 12:21 PM

    This issue has been fixed already, please check again, we will be glad to assist you.

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    Answered by goshow 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.

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    JotForm Support

    Answered by Chriistian 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.

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    Answered by goshow 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.

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    JotForm Support

    Answered by mert on February 01, 2016 at 08:43 AM

    Hi there,

    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.

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    Answered by goshow 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.

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    JotForm Support

    Answered by david 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:

    http://www.jotform.com/terms/

    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.