- gzenergyAsked on August 03, 2016 at 04:42 AM
- JotForm SupportRoseAnswered on August 03, 2016 at 05:02 AM
Yes, we had this issue today and we are really sorry for this situation. However, the problem is fixed. Could you please check& test and let us know.
Thank you for your understanding. If there is anything else that we can help you, please feel free to contact us.
- LearnHigherAnswered on August 03, 2016 at 05:12 AM
I am getting this issue, and have not been able to submit anything for several days. Unfortunately it is still not fixed.
Hope you can help?
- JotForm SupportEltonCrisAnswered on August 03, 2016 at 06:20 AM
Our sincere apologies.
We have been informed by our technical team that this is now fixed. Would you mind checking it again?
- LearnHigherAnswered on August 03, 2016 at 07:23 AM
Thank you for investigating this so quickly! Really appreciate it! I was able to submit, but the submission time is around 1-2 mins (text only). So most users might think their browser has crashed. I don't receive any emails confirming submission either. Even though I have Notification (with 3 emails added) and Autoresponder both active and setup for our form. ...I also checked the Spam folder but no luck. Any thoughts most welcomed.
- JotForm SupportliyamAnswered on August 03, 2016 at 09:40 AM
Was the submission an actual one, or was that a test email only? Anyway, it's good to know that you're able to do a submission, although it was slow.
I also found your email address from the bounce list with the following bounce back reply from your email server: smtp; 554 Prohibited: Unwanted message contents found.
This is probably the reason why you're having issues receiving email alerts. Anyhow, I have removed the said email from the bounce list so you should start receiving email alerts again for every submission that you receive.
- LearnHigherAnswered on August 03, 2016 at 10:03 AM
How strange on the messages - wondering if the servers our side are blocking. I did manage to get one message through on a test email send earlier (just for the account owner), but this is no longer happening.
Regarding the submission, this is concerning me more, you are correct, it was originally a test submission, however I just tried one properly on the live form. Again about 1 minute lag. I'm not seeing the 'Thank you for your submission' just a blank popup. I checked the setting and this message is definitely set up for the form in question. No emails have been sent to confirm there was a submission....Any thoughts appreciated :)
Very impressed with your replies for support, thank you!
- LearnHigherAnswered on August 03, 2016 at 11:11 AM
Sorry to follow myself. Just had a thought about the lag, and not receiving email notifications. We use JotForm to send each new submission as a post for WordPress. Our WordPress keeps this unpublished until an administrator approves. Looking at the JotForm setting for the form we use, i'm not seeing any options in the publish setting (other than embed, which is not what we want), has something changed your side that would not allow this functionality to happen? Ill add it used to work very well for us in the past.
Thank you for your thoughts!
- JotForm SupportliyamAnswered on August 03, 2016 at 12:19 PM
Thanks for your update and clarification. As how you have explained, as well as that I did not find any submission on the form, I believe that the actual submission did not complete. The server, after the fix, may have needed some time to propagate, for that reason why you did not see a thank you page. But since the update happened hours ago, perhaps you can try again and make another submission. You should be able to see the submission on your submissions page in order to confirm that a submission has been made. You can refer to this guide for reference: https://www.jotform.com/help/269-How-to-View-Form-Submissions
With regard to your Wordpress concern and publishing, as much as I would like to create a new topic post for it, I'm not sure I'm fully understanding the issue. But while at it, can you post a new topic for it instead? You can go to this link and post your question in detail: https://www.jotform.com/answers/answer.php?
- LearnHigherAnswered on August 04, 2016 at 05:31 AM
Thank you for additional help. I have created a few new submissions, but on selecting the submission it hangs for about 1 min (with 'Please wait') then goes to a blank screen (no thank you screen) which is a bit disconcerting. I noted that when I tried it with Internet Explorer, it briefly flashed up a 'JotForm server is down' splash screen before going blank again, no thank you page appeared.
Oddly Im able to see the submissions when logged into JotForm, but I would imagine users would be a little disconcerted with not knowing if it had completed or not.
Why is the thank you splash page not appearing... very odd? I assume it is not running all the code on the server hence this problem?
On the last part of your reply - Noted on the Wordpress publishing :)
Any further thoughts much appreciated.
- JotForm SupportEltonCrisAnswered on August 04, 2016 at 09:07 AM
One of your email recipients has ended in the bounce list again.
firstname.lastname@example.org is in the bounce list
Reason(s) : smtp; 554 Prohibited: Unwanted message contents found.
We suggest to add JotForm into your whitelist to prevent this from happening again https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses.
Regarding on the loading issue during submissions, I was able to reproduce it in your form when I tried submitting one of your cloned form http://www.jotformeu.com/form/62163578489369. It is supposed to be submitting almost instantly but it is taking so much time and then it ended up like this. Nothing is shown on the thank you page.
After checking your form configuration, I found out that your form is integrated with FTP. The form is sending the files to your FTP server. I suspect this is the reason why the form is failing during the submissions. I've made a clone of your form and submit it, it is working just fine so I would recommend re-integrating your form with your FTP account. Or at least remove the FTP integration first and test your form, see if that makes a difference.
To do that, just go to your form submissions page, click the submissions settings icon and then uncheck "Send Uploads to FTP" and remove the integration.
Hope this helps!
- LearnHigherAnswered on August 04, 2016 at 11:39 AM
@EltonCris and all
Thank you so much for your clear and helpful efforts, we will see what can be done regarding the blocked email, and investigate our FTP access issues!
All the best!