My form has suddenly stopped working. It freezes.

Hi,

I have a form used daily on my website for logic and guiding customers to purchase the correct product.

Since Friday, it has been freezing after the second question. 

Please help.

Thank you,

Ben

I see that your JotForm has many conditions. I've cloned your JotForm to my account to check the conditions and notice that they are not triggering when the option is selected. I'm going through the conditions on the form. Please allow me some time to check on this and get back to you later.

Thank you for your patience. 

Hi Kiran,

yes for some reason the conditions freeze after the second condition. I have not intentionally modified modified the form in any way in the last month.

Yes. I notice that there are no changes have been made recently to the form while I checked the Form revision history. I'm still going through the conditions on your form. I'll get back to you once I have some information for you.

Thank you! 

Hi Kiran,

This is getting a little serious now as I have about 80 retailers relying on it and my own ecommerce store. 

The form not working results in is having to handle a much larger volume of support emails. 

Have you been able to make any progress? The form has worked perfectly since it was implemented last October. 

Thanks,

Ben

Hi Ben,

As far as I can see, the issue is related to the condition "Is YKK written anywhere on your ZIP? IS EQUAL TO Yes". When I disable it, conditions are starting to working again. I assume that it must have some conflict between other conditions.

After disabling it, I added "Hide Multiple" option to the condition "What marking are on the back of the slider(s)? IS EQUAL TO VISLON/YKK/5VS" and the form flows correctly with it. Please, see the setup from the below:

To sum up, there are too much overwriting actions on the conditions and it is hard to know where it is coming when you have that much conditions in your form. In this case, I suggest you to use less actions. For further assistance, please do let us know.

Thanks.

Hi Kiran,

thanks for the reply and looking into it. 

There are no overwriting conditions as I have fully tested the form and it has been working perfectly for 5 months. 

I'll try recreating the form and see what happens. 

Dont you love it when technology just decides to stop working ;)

thanks,

Ben

Since the form is having more conditions, it took some time for me to check the issue. As I check the form conditions, it appears to me the issue is with hiding all the fields initially by using the field "Is YKK written anywhere on your zip?".

Please check the cloned version of your JotForm to see if it works as per your requirement.

https://form.jotform.com/60594535238966

Following are the changes made on the form.

1. I've disabled the conditions set on the field "Is YKK written anywhere on your zip?"

2. Hide all the fields manually on the form except "Is YKK written anywhere on your zip?" on the form

3. Change the setting to Clear the hidden field values on hiding the field from the Form Preferences to avoid conflicts on the conditions

You may clone the form to your account to see the changes made on the form. Let us know if the changes made are helpful or need any further assistance. We will be happy to assist. 

Thank you! 

Hi Kiran, Mert,

You guys have been super helpful. 

It appears your cloned form is working very well. 

One last issue. When I try to follow the instructions for "clone the form to your account", I end up getting an error message saying I'm not authorised to clone the form.

Any advice?

Thank you!

Ben

And last question. Why has the form been working for the last 5 months and now all of a sudden it decides there is a conflict in the logic conditions?

I found the answer to my cloned form issue. I needed to replace form. with www. per the following instructions.

http://www.jotform.com/answers/38814-I-ve-created-this-form-as-guest-user-but-now-I-can-t-import-it-using-th

Thanks

Hi guys,

Again thanking for looking into the issue.

Kiran, I did two out of the three steps you suggested and the form appears to work:

1. "Clear on being hidden" was selected from Preferences

2. For "Is YKK written anywhere on your zip?" 

I did the following:

- Removed the condition for "If empty, HIDE all fields"

- For the condition "If Yes" I deleted the HIDE conditions and left only the SHOW.

- For the condition "If No" I deleted the HIDE conditions and left only the SHOW. 

For some reason I did not need to manually hide all the other fields. Something in the logic hides all the other fields initially and then only once the user starts to answer the questions do the other fields appear. It's quite strange really but suggests that Jotform may have changed the way the internal logic works. I can't figure out why else the form suddenly stopped working. Essentially, when a logic condition is met, and a "Do" is to show a field, only that field will be shown and not any of the others, unless they have already been called upon in a different logic condition in which case they'll stay on-screen. 

Thanks again and for now, case closed!

Ben

Awesome! Glad to hear that everything is working fine by now.

You're right about the updates on the conditions. There have been improvements on it in the past few months - some of the bugs reported  are now fixed and a few corrections were made like if the field is physically hidden (right click > hide field), you can now show it using show condition.

If you come across into any issues again, feel free to open a new thread.

Regards!