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    502 Bad Gateway message shown on submission, with multiple duplicated submissions being captured at the same time

    Asked by swapna_summit on April 08, 2016 at 08:52 AM

    Hi, 

     

    Im getting an error as per subject when I submit a form, 

     

    the problem with this is that is seems to be retrying and submitting my form 4 times each time - i see this with a different submission ID.

     

    The problem is, we pull the data and this will cause data to be duplicated four times, we don't want that.

     

    Please help, 

    message submission id 502 bad gateway 502 bad gateway
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    Answered by Ben on April 08, 2016 at 09:59 AM

    Can you please tell us what is the form where you experience this issue on? This would allow us to check it out for you and see what might be happening.

    Based on what you have mentioned, it seems that the data gets collected, while the 502 Bad Gateway error is shown. Based on that I can only presume that you are redirecting the people submitting the form to some custom page on that form, which would mean that our server captures the data and moves them on to the URL, which in turn shows 502 error.

    We will of course know more once we can inspect the form itself.

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    Answered by swapna_summit on April 11, 2016 at 02:46 AM

    Hi, 

    This is the form ID https://form.myjotform.com/60972815585568

    We do have a custom thank you page with an edit link to the form if thats what you mean,

     

    Thanks, 

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    JotForm Support

    Answered by Boris on April 11, 2016 at 05:01 AM

    Thank you for providing the form you are having troubles with. I have cloned that form into my account for testing, and I experienced the same 502 Bad Gateway error when submitting it:

    I see that this form has 542 form fields, it is a rather large form, which makes it prone to errors if there is a network issue when the form is being saved or generated.

    Upon making a small edit on the form, such as moving a form field, and simply re-saving the form - my cloned form started functioning correctly on my end:

    Can you please try doing the same on your end - making any small change on your form, and then try re-saving it. Please let us know how it goes, and if you no longer receive the 502 Bad Gateway error after re-saving your form.

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    Answered by swapna_summit on April 13, 2016 at 05:33 AM

    Hi , 

     

    I have tried whatever you have suggested, 

     

    It is still not working, 

     

    When I clone my form, I am still getting the 502 Bad Gateway error, 

     

    I have tried different browsers, still, 

    I have cleared all forms cache, still, 

    I have cloned the form multiple times and still nothing, 

     

    You guys did mention that the form has 542 fields and I did mention that we have a form that has more than this that we edit on the regular with no hassles. 

     

    We were also told that 'unlimited fields per form' meant '1000 fields', so I'm unsure of the effect of 542 fields.

    Please can you correct this as the client needs to go live asap, 

     

    Can you please inform me of the status of this query?

    Thanks

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    Answered by Ben on April 13, 2016 at 07:07 AM

    What seems to have worked for my colleague is to move the fields around in the form and then save it again. I have tried doing the same on your own form, but it seems that it did not work.

    I will however raise this to our developers to inspect since the form - while being large, does not seem to have any complex fields on it.

    Once there are any updates on the same, we will let you know about it through this thread.

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    Answered by swapna_summit on April 14, 2016 at 02:54 AM

    Hi, 

     

    Thanks for getting back to me, 

     

    We are waiting for this issue to be resolved, it is important to us and to our client to have this resolved quite urgently, 

     

    Please treat this as such, 

     

    Thanks,

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    JotForm Support

    Answered by Jan on April 14, 2016 at 04:19 AM

    This issue was already escalated. It is already assigned to one of our developers and it is in the "Very Important" priority status.

    We'll let you know once an update is available. Thank you.

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    Answered by swapna_summit on April 15, 2016 at 04:05 AM

    HI, 

     

    Thanks for this, 

     

    I know you said that you would update us, just wanting to follow up on the status, 

     

    its important to us

     

    Thanks,

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    JotForm Support

    Answered by Charlie on April 15, 2016 at 05:44 AM

    Apologies for the inconvenience.

    I tried to investigate the form further while our developers are still looking at this issue. Aside from your form has a lot of fields (539), it seems like the 502 Bad Gateway is happening due to some escape characters and some settings in your form.

    Here are the possible causes and some troubleshoots I made.

    1. First, your "Send POST Data" is enabled or set to "Yes" in "Preferences". This is only used if you are sending the data on a landing script (like PHP) to fetch the data, there's also no Webhook that uses this. I'm checking your form but I do not see any landing page that will use this feature? It's best to disable it if you are not really using it.

     

    2. The other problem I see is how you are naming the labels of your matrix fields. I'm not sure if the labels are copied and pasted from a word processor. I see you are using an HTML entity  . There are also spaces on it. If you check your matrix labels, you have a lot of them formatted like this. Now some characters in your labels may or may not be being escape characters. 

     

    Here's my cloned form: https://form.jotform.com/61052032335946. It previously had the 502 bad gateway error message, after setting the "Send POST Data" to "No" and renaming ALL matrix field labels with simple text typing (not formatted and without HTML entities like  ), the form started to work again.

    I strongly suggest cloning your test form and try these observations and changes on it. Test your clone form and see if that fixes the issue temporarily. If so, please let us know and we will forward these additional information to our developers to help them.

    We'll wait for your response.

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    Answered by swapna_summit on April 15, 2016 at 06:19 AM

    Hi Charlie, 

    Thanks you for the interim findings and possible solution, 

     

    I would like to know howcome these 2 issues have never caused a problem on our forms before as ALL our forms are defaulted to this setting (we never change it) and, we have HTML entities across all over our forms.

     

    It has never given us an issue until now, 

    I will try your suggestion on a cloned form  in my environment and revert - FYI I submitted the form you created and it was fine, we cannot have no formatting on our form (like your clone test form) as this is client based and unprofessional. 

     

    Thanks,

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    Answered by swapna_summit on April 15, 2016 at 06:28 AM

    I also did not receive a notifier email, so not sure about the duplicate submissions.

     

    Can you please provide me then with an alternative to using HTML entites in the Matrix labels as to my knowledge, using html headers or text headers will be adding to the fields to the form.

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    Answered by swapna_summit on April 15, 2016 at 07:10 AM

    I have tried as recommended, and this hasnt worked! I removed all spaces in the MATRIX field headers and this has still not worked, 

    please see  my form link https://form.myjotform.com/61031779863563

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    JotForm Support

    Answered by mert on April 15, 2016 at 09:14 AM

    Hi there,

    I tried to investigate your conditions this time. When I disabled the "Change Email Recipient" conditions, the form redirects users to "Thank You" page properly and receives the email submission.

    Please, see it from the below:

     

    I assume that HTML entities like " " on your fields are resulting the problem as my colleague has already mentioned. You can see it on "Organizations" field:

     

    So please, remove those entities or remove the "Change Email Recipient" conditions and try to create them from the beginning (Now, you have 3 of them). After trying this method, please do let us know the results.

     

    Regards.

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    Answered by swapna_summit on April 15, 2016 at 09:45 AM

    I have tried all you have asked me to try, 

     

    this is still not working, please see my latest clone, https://form.myjotform.com/61053585772561

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    JotForm Support

    Answered by Charlie on April 15, 2016 at 11:06 AM

    I'm checking this form https://form.myjotform.com/61053585772561 and cloned it, but I am still seeing that your matrix labels are still formatted using HTML entity and some spaces or new lines on it.

    Here's one:

    You can see it is still using an HTML entity and it is still formatted.

     

    Here's another one:

    Below the is a field for the evaluation, it shows the rating scale. This one doesn't have an HTML entity on it, but notice that it is formatted in such a way that it can be separated in new lines. However, clicking on the label does not allow you to format it like that. It does not allow you to add new lines when you type directly on the label of the matrix. I presume what you did is you have formatted it on a word processor then copied and pasted it on the label of the matrix field which would explain why the formatting retain like that. Is that correct?

    If you click on the label again and hit enter, it will be reformatted in one line. Just like this:

     

    I understand that you would like to have this label format in your matrix field, and we are also not still sure if this is what causes the problem. These are observations that I thought might help you while the problem is still being looked, and would give you an idea on a possible workaround. However, it seems like this will not work in your end as you have mentioned. If that is the case, I'm sorry. We might need to wait for the back-end team until this has been resolved in their end. Again, apologies for the inconvenience.

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    Answered by swapna_summit on April 18, 2016 at 07:13 AM

    Hi, 

     

    To answer your questions, 

     

    We need to have the form formatted and i am sure you would agree that the only other way to format the way we want to is by adding form fields: html headers.

    I have used <br><br> to separate the lines - as these are what our client requests, 

     

    I appreciate that you are trying to help out but the workaround is not going to be feasible  -and you yourself said that you are unsure that this could be causing the problem. this also poses a question in our minds as our other forms are formatted exactly the same, with html tags all over.

     

    May you please give us an indication of when the problem might be solved as our client has hit panic and this is rolling down delays all over.

     

    Do you have any indication of the status of our query - please update us as we need to communicate this to our client as well.

     

    Can we please ask that this be attended to as this is the third week going!

     

    Thank you.

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    JotForm Support

    Answered by Nik_C on April 18, 2016 at 08:23 AM

    Our developers are working on this problem as we speak, it is marked as Very important. Please rest assure that we're working hard on this problem.

    We'll update you through this thread as soon as we have updates.

    Thank you for your patience.

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    Answered by swapna_summit on April 18, 2016 at 09:06 AM

    Hi, 

     

    Thank you for the update, 

    Further to all of this, 

    I have checked 2 forms, 

     

    One with ALL HTML tags on - as per the first link sent, and now removed all conditions to "change email recipients"- https://form.myjotform.com/60972815585568 

    - the form submits fine with no gateway error. I put the email conditions back on and the error pops up again.

     

    The other is the most recent one where I removed ALL tags and subsequent conditions to "change email recipients" - https://form.myjotform.com/61053585772561

    - the form submits fine with no gateway error. I put the email conditions back on and the error pops up again.

     

    This leads me to believe that it is NOT the HTML tags that have caused the error, rather, it has something to do with the "change email recipients" condition in the conditions wizard or the actual Notifier Email itself. 

     

    I trust that this would give your team further light into investigating our problem  and not waste time on the HTML tags issue.

     

    Thanks,

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    Answered by Ben on April 18, 2016 at 09:45 AM

    Yes, that will surely help with finding the cause of the issue.

    Can you please just leave one form without this issue, but apply the change on the clone of the same so that it has issue. This would allow our developers to see the exact difference in the conditions and based on that apply the proper fix.

    Thank you.

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    Answered by swapna_summit on April 18, 2016 at 09:56 AM

    Hi, 

     

    This is the original form - just removed the email notifier conditions

    https://form.myjotform.com/60972815585568 

     

    This form is a clone of the above, but we have added the email send conditions back in

    https://form.myjotform.com/61083694512557

    Thanks,

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    Answered by Ben on April 18, 2016 at 11:18 AM

    Thank you for that.

    I will pass this along to the developer working on this and we will update you here as soon as this is resolved.

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    Answered by swapna_summit on April 20, 2016 at 07:30 AM

    Hi,

     

    Can you please update us on the status of our query?

     

    We need to keep out client informed,

     

    Thanks

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    JotForm Support

    Answered by Nik_C on April 20, 2016 at 07:58 AM

    Unfortunately, I don't have any new information at the moment. I'll pass this information to our backend team, and we will update you through this thread as soon as possible.

    Thank you for your patience.

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    JotForm Support

    Answered by Nik_C on April 22, 2016 at 07:24 AM

    Our developers are still working on this problem, we'll inform you as soon as we have any updates through this thread.

    Thank you for your patience.