downtime on Easter Sunday??

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    Asked on April 09, 2012 at 04:22 PM

    Seems we had a service disruption yesterday lasting approx. 5.5 hrs.

    It was between 8:14am and 1:54pm yesterday, April 8th.  I did not receive any submissions during that span.

    Were you aware of this and how do we go about retrieving the lost submissions?

    They did not show up in my completed entries list, and I have already heard from one customer who states that she got the "processing" screen but never received her confirmation email.  I did not receive any confirmations in that same time span.

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    Answered on April 09, 2012 at 04:51 PM

    Thank you for contacting us.

    I have not found any internal information to confirm the service interruption during mentioned timeframe. I have also checked our support forum, and have not found any similar reports from other JotForm users. As far as I can see, the service is up and running, and your account is fine.

    Unfortunately, the problem is not clear. If you reproduce it again, please contact us, and we will try to proceed with the further investigation in this matter.

    Please ask your customer to sign up once again, to see if it is going through now.

    If you need any further assistance, please let us know.

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    Answered on April 09, 2012 at 06:29 PM

    She tried it 3 times on Sunday, got the "submission is processing" screen but no record of ANY of her entries.  She has already signed up today and immediately got an email confirmation.

    There is no reason I would have a 5.5 hr stretch with no entries coming in...we are too close to the deadline.  Look at my history and note the lull time I am referring to. 

    If you have access to the missing info...I really need it.  I don't like to tell my customers that our online signup system is "unreliable".  That's not good for business. 

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    Answered on April 09, 2012 at 07:29 PM

    The problem with one customer may be related to her Internet Browser, Internet Service Provider or some other reason. Anyway, I have forwarded this issue to our Next Level Support, and they will try to check it further.

    We will get back to you as soon as possible.

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    Answered on April 10, 2012 at 02:14 AM


    We are using a 3rd party service (Pingdom) to independently and publicly track our status:

    Also, we did not receive any reports from anybody else about a downtime. Usually when we have a downtime, even for 1 minute, you will see our forum flooded with messages. 

    I think being it combination of easter & sunday & sunday morning is probably the reason for the lack of submissions. You should also check the submissions page on the site. Maybe the problem was on your email server. 

    I am not sure what you mean by "submission is processing" screen. OK, I found your form. It is a PayPal Form. So, if the screen was stuck while redirecting to PayPal, the problem might also be on PayPal's end. If that's the case, you should find the entries on Pending Submissions button on the Submissions page.