Forum Answer Editor displays incorrectly with no font selection and text area overlapping submit answer button

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    Asked on July 28, 2016 at 11:25 AM

    As for the text formatting: you are right that the change of font occurred after the inserted URL, but what about the other change of font, which is in the middle of a sentence and without any relation to a URL or pasted text? And even in the case of the pasted URL, it makes no sense that the font changes when there is no option for font formatting available at all.

    And then there is another problem: Just as I am trying to submit this answer, I find that there is no "submit" button. Apparently it is covered up by the expanding text field.

     So I will have to figure out how to get this submitted. It's incredible how buggy everything on jotform seems to be!




    P.S. As if all of the above wasn't enough. I now have to edit this response because the screenshots were not saved. Instead of pasting them from the clipboard, I will now upload them. If that doesn't work either, I don't know what else to do.

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    Answered on July 28, 2016 at 02:00 PM

    Apologies for the inconvenience.

    If you copied a text from a source that sets a specific font family on it, then that will be the on applied. The text editor captures the font family applied on a text or URL. What I usually do is paste the text or URL on a notepad, then copy it again, that should clear the font styling of the text or URL. 

    You can check the "<>" button which would display the source code of the HTML text that you are typing on the reply area. I am not sure if that is considered as a bug as I see this is a normal behavior on rich text editors or other Word processing app, they capture the font style of the copied text and apply it on their end. 

    For the other concern, yes, sometimes there is a problem on resizing the text editor height in the forum, that seems to happen if your session have expired or due to a bad cache. When I clear my browser's cache or just logged out and log back in, the problem will resolve itself (I believe).

    Could you please try again in your end? Again, our apologies for the inconvenience.

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    Answered on July 28, 2016 at 04:11 PM

    Oh great! So I'm describing a bug in your system (in the case of the submit button disappearing) and a nuisance (in the case of the changing font) and your response is to describe these issues back to me and to appologize for the inconvenience). Oh, and I should try it again. Great!

    I'm not sure if that is a good way of improving the JotForm experience. But it does give me some indication as to why things are as buggy as they are...

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    Answered on July 28, 2016 at 06:13 PM

    I can confirm that I've come across the same issue you mentioned and we are aware of it which is why we were apologizing about it since we know it is an inconvenience.

    This is a problem that happens on a rare occasion and we have previously mentioned this to our developers so that they can look into it.

    Since you are the first user reporting this same issue to us as well I'm sending a bug report via your thread to our developers also and if there's any further news we'll let you know.

    But, as far as I know and as Charlie stated though this problem is usually resolved on our end after clearing the browser cache.

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    Answered on July 29, 2016 at 09:47 AM

    Thanks for explaining a,d good to know that the developers are on the issue. But why not state so in the first instance? I do react to a very common tendency in customer support to start by "blaming the user". Most of the time the blaiming is not done directly but indirectly by explaining the user what to do (and hence assuming that s/he did it wrong to start with). Of courrse, it is good to give users a workaround to help them move on, but it's at least as important to acknowledge that there is a problem on the company'üs side and explain whether and how it will be addressed. In the case of this particular ticket, suggesting a workaround did not make much sense since I obviously managed to submit the form after all, otherwise the ticket wouldn't exist.

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    Answered on July 29, 2016 at 09:56 AM

    Apologies if my first response has frustrated you. 

    We usually first resolve the problem before we escalate it to our back-end team for checking. We acknowledge the problem and that issue was raised way back when we first noticed it, although we haven't really received an update about a permanent fix and the problem seems to happen inconsistently. Regardless, the bug report has already been assigned to one of our developers. We will update you on this thread as soon as we hear any news.

    Again, I am very sorry for the inconvenience that this might have caused you.