- SunbridgeInstituteAsked on June 14, 2016 at 11:25 AM
Yesterday we had a payment deadline for students, and we got a report from 5 of our students that they were unable to pay online, so they have missed their deadline. Can you tell me if anything was down yesterday to explain their difficulties? I did a test this morning and it was working fine.
Most of the users are reporting that when they click on the "preview answers" button, nothing happened.
Anything you can tell me to explain will help, since we really need these forms to be reliable on Jotform's end, especially when we are collecting funds on the last day.
- JotForm SupportBJoannaAnswered on June 14, 2016 at 01:15 PM
As far as I know JotForm was not down yesterday. On this link you can check JotForm Status:
I have also tested your form and I was not able to replicate mentioned issue. Preview button on your form is working on my end.
Do you maybe know which browser and device your users used? We recommend using of Google Chrome or Mozilla Firefox.
In case that your form is embedded, please provide us URL of your webpage, so that we can test your form there.
Let us know if you need further assistance.
- SunbridgeInstituteAnswered on June 14, 2016 at 01:19 PM
Thank you for checking it. I will investigate with the users to see what the problems are. Can you tell me if there are any particular devices that are problematic with Jotform, just in case they are working on macs, iphones, ipads, etc?
- JotForm SupportBJoannaAnswered on June 14, 2016 at 02:33 PM
There are no particular devices that are problematic with Jotform. JotForm should work on all devices.
Please ask your users to try to submit your form again and if the issue still persist, ask them which device and browser are they using. You can also suggest them to try with some other browser or with some other device.
Let us know if you need further assistance.
- SunbridgeInstituteAnswered on June 15, 2016 at 11:11 AM
It seems like many of the users having issues are on Macs or Iphones or Ipads using Safari. I'm getting an onslaught of complaints about technical difficulties--everyone is getting stuck at the preview page. Can anything be done about this? These forms are supposed to save everyone time, but my experience so far is that I'm having to take all the information over the phone because so many users are having difficulty. Thank you so much if you can help; I'm getting buried! :-)
- JotForm SupportMikeAnswered on June 15, 2016 at 01:01 PM
There are styling issues on your form.
Also, since you position the form credit card fields with custom CSS, there are issues on the mobile layout.
I would like to suggest reviewing your form CSS, or rebuilding the form from the scratch.
In general, the more simple the form, the less confusing it is to the end form user. In some cases you need to be careful with advanced functionality like applied themes, injected CSS, added conditions, widgets, custom form settings etc.
- SunbridgeInstituteAnswered on June 15, 2016 at 01:18 PM
Can you tell me how you found this? It does not look like this when I preview. If there are viewing issues like this, I would like to preview them and work on correcting them.
However, I do not think that the viewing issues you have found here are explaining the submission issues that my users are reporting. They are able to fill out the forms; they are just not able to preview their answers and submit.
I think it may be Safari that is causing the issue, because I was told above that Chrome and Firefox are the best platforms. I think a lot of our users are using Safari. Is anyone there able to test our form on Safari? All I have are explorer, firefox, and chrome.
- JotForm SupportBJoannaAnswered on June 15, 2016 at 02:08 PM
One of my colleagues is testing your form on iPhone and iPad. We will inform you via this thread about our findings when tests are done.
- JotForm SupportBJoannaAnswered on June 15, 2016 at 02:38 PM
My colleague cloned and tested your form on iPhone and iPad on Safari browser, but he was not able to replicate mentioned issue. Preview before submit button and submit button are working on his end.
I have also tested your form on my Samsung Galaxy S4 and preview before submit button is working on my end as well.
Do you maybe know which ios, iphone, and ipad your users are using? Most likely this issue is related to outdated ios or device.
You can also suggest them to use some other browser or update current one to latest version.
Also please tell us if your form is embedded to some webpage.
- SunbridgeInstituteAnswered on June 21, 2016 at 09:26 AM
I think I figured out what the issue was that we were having. I knew there was something wrong because we were getting slaughtered with problem calls and emails. It turns out that I had one of the jotform forms open on my home computer (as opposed to work, where I ALSO do most of my work on the forms). The form was just sitting there open in edit mode, apparently auto-saving now and then. Ever since I closed it a few days ago, I haven't received any more calls for technical issues.
Could this have been the problem? If so, why aren't users warned to close their forms after editing?
- JotForm SupportjonathanAnswered on June 21, 2016 at 10:49 AM
As far as I know, the Form Builder will actually auto close after period of inactivity. The session should closed by itself.
Were you able to know how long the Form Builder was left opened (in your Home)?
I am not sure if having left the computer open and the browser would be the primary caused of the issue. But we would like to know more details so that we can identify what could cause the issue.
- SunbridgeInstituteAnswered on June 21, 2016 at 10:56 AM
It was open on my screen for at least 2 weeks. It was in the "Edit Form" screen, not the "Designer" screen.
The edit form screen has never auto-closed in the MANY months that I have been building forms in Jotform. I never knew that it was important to close this screen. I OFTEN leave it open on my work computer and sometimes at home too, because I'm always thinking of new ways to improve things, and interruptions cause me to open other screens and forget about Jotform.
My guess is that it could be particularly problematic if two computers have a form open in edit mode, auto-saving at the same time, which, for me, could explain some of the unexplained troubles I have had in the months prior.
I hope that you will investigate this, because it seems like an important clue to improving the function of Jotform for all users.
- JotForm SupportBJoannaAnswered on June 21, 2016 at 11:41 AM
As far as I know from my personal experience if session is inactive it will be closed in 30 minutes or less. I have also checked with my colleagues and session should be closed if it is inactive in 30 minutes, so I am not sure how your session was active for 2 weeks.
Also we do not recommend that form builder of the same form is opened on multiple devices or in multiple tabs, because in that case you can not prevent auto-saving of the same form and older version of your form can be save.
So I would suggest you to exit form builder once you make changes inside of your form.
You can also use form revision history to revert your form to previous version, if the wrong version of your form is saved.
Hope this will help. Let us know if you need further assistance.
- SunbridgeInstituteAnswered on June 21, 2016 at 11:51 AM
Now that I understand Jotform a little better (after having worked on it for 8 months now), I understand exactly what you are saying. I do wish, however, that I would have known this from the beginning as it probably would have saved me a lot of aggravation. It is not obvious to new users, and so it may need to be told to them if the auto-inactivation is not working (which it is not).
I spend a lot of time building in Jotform, and I have never had a time-out on any of the computers that I use. May I request, for the sake of other users, that whatever coding causes this time-out to be double-checked?
I'm sure that I'm not the only one having this issue occassionally, since computer geeks tend to be workaholics, switching from home computer to work computer. Your help desk was not any help while my users were going crazy with problems for over 2 weeks, and I ACCIDENTALLY solved the issue on my own.
I hope that you will use this information to save your other users some problems. Now that I know how to work Jotform, I will do it correctly, but for the newbies out there, I hope you will do something to save them from the problems that I had.
- JotForm SupportBJoannaAnswered on June 21, 2016 at 12:15 PM
Considering that I am not ale to replicate mentioned issue on my end, I am logged out if my session is inactive for more than 30 minutes, I will raise this issue to our developers. Maybe they can find the reason why you are not logged out when your session is inactive. If there are any updates we will inform you via this thread.
You can also disable Auto-Save feature. Inside of this guide you can find how to do it: