- ClipRadioASAsked on May 24, 2016 at 01:04 PM
Recently we have had an increase in the number of users who get to the end of our form but the submit button doesn't fully submit the form. We have had a couple of users complain that they tap the submit button and the form goes into a perpetually loading state, and others have said that the submit button doesn't seem to be an active button.
Please let us know what is going on.
BTW, your submit button on this Contact Us page wasn't working either. It was stuck on 'Please Wait...' until I refreshed the page.
- HubersonAnswered on May 24, 2016 at 02:11 PM
It happens that I just submitted both forms from Chrome.
There might have been a temporary issue but nothing that I can relate to your forms not submitting.
If your users still experiencing this problem, please inquire about the browser/platform they are submitting the forms from and provide us with that information.
- ClipRadioASAnswered on May 24, 2016 at 04:49 PM
I understand that sometimes technical platforms sometimes run into temporary issues, but this has happened a few times in the past couple of weeks. Not a very good track record if you ask me. Can you please look into what might be causing these temporary issues? This is a major inconvenience for our clients since we have a pretty long form that they have to fill out again when the submit button doesn't work.
- HubersonAnswered on May 24, 2016 at 06:10 PM
Really sorry for that, when some users are having an issue, it does not mean that their problem are related. Sometimes due to high traffic, some feature might take time to respond.
The only way to check what is the cause of a user's issue, is to have the information that are specific to it. In your case, the browser/platform used.
Note that, long forms basically takes more time to submit, mostly if it is from a mobile or with slow internet connection.
When you have long form that takes time to fill, the Auto Fill feature can be enabled to allow user to continue were they left off if something happens - Enable-Auto-Fill-Feature.
- ClipRadioASAnswered on May 24, 2016 at 11:39 PM
I appreciate your response. Once again, I do understand that high traffic can cause features to take a while to load but I would hope that your engineering team would strive to make sure that this doesn't happen as often as we've experienced it over the past couple of weeks. Users have said that they have been waiting for over 15 minutes and the form never submit while using Chrome on PCs, which a majority of our partners -- and the business world -- use nowadays.
We have tried out that feature and found that it has not been working with our users' behaviors. I'll bring up that feature with my team again, but it would be nice if we could run things the way that we have been.
- JotForm Supportashwin_dAnswered on May 25, 2016 at 02:46 AM
I'm sorry for the trouble caused to you but we do have infra in place to handle any spike in the number of users accessing form or form builder.
I am not sure what is causing this issue for you. Have you embedded your form in any webpage where you are having this issue? Please share the webpage URL and we will take a look.
We will wait for your response.
- ClipRadioASAnswered on May 25, 2016 at 10:16 AM
We are not embedding the form. Just sending out the direct link to the form.
- CharlieAnswered on May 25, 2016 at 11:47 AM
I cloned one of your forms and made a couple of test submissions on different browser. Unfortunately, I'm unable to experience any issue or problem.
Internet Explorer browser test submission:
Mozilla Firefox test submission:
Safari test submission:
The users might have something in common. There are a number of possible factors that may contribute to the error or problem they are having. They might be using an old browser version like IE7 and below, they might be connected on an unstable network.
If you are still encountering this problem, please let us know and we'll have it further investigated. For now, we are unable to replicate it, it might be temporary at that time.
- ClipRadioASAnswered on May 25, 2016 at 11:54 AM
The users that experienced this issue were all on Chrome.
We'll let you know when we have users complaining about this issue in the future.
- CharlieAnswered on May 25, 2016 at 12:31 PM
Thank you for the confirmation and apologies for the inconvenience.
We'll wait for your next update then.