What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Form not loading correctly: main order form makes the browser to crash in embedded version and direct link.

    Asked by stretchandstaple on August 19, 2016 at 03:35 PM

    The following message is displaying to anyone that tries to use this form. It happens when I use the jotform hosted link as well, so it has nothing to do with my site.

     

     

    Page URL:
    http://www.stretchandstaple.com/canvas-prints

    order form crashing form on JotForm uploads jpg message
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    JotForm Support

    Answered by BDAVID on August 19, 2016 at 04:21 PM

    Your form is very long, and you have enable the save and continue later feature, which makes the form to lag, and crash the browser. Please make sure to disable this feature from your Preferences>>Advanced>>Continue Forms Later:

    Let us know if you need more help.

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    Answered by stretchandstaple on August 19, 2016 at 05:49 PM

    Well it has been working fine for three plus years, with thousands of submissions, why would it all of the sudden do this?

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    Answered by stretchandstaple on August 19, 2016 at 05:52 PM

    That didn't fix it. :(

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    Answered by stretchandstaple on August 19, 2016 at 07:13 PM

    This is still an urgent issue, I am having to manually input orders and am undoubtedly losing business.  This is very bizarre since we have been using this form or forms that it was cloned from for over 3 years.

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    JotForm Support

    Answered by BDAVID on August 19, 2016 at 09:38 PM

    I just tried your form through it's direct link, and it works fine: http://www.jotformpro.com/form/60077597088973 

    Please remove your form from your site. Then get the Iframe code: https://www.jotform.com/help/148-Getting-the-Form-iFrame-Code 

    Paste the code in a text editor like WordPad, you will notice two parts of code, only copy and embed the Iframe part, example:

    Make sure to increase the height property of the Iframe in order to have the form displayed completely, or set the scrolling property to "Ye", example:

    Let us know if you need more help.

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    Answered by stretchandstaple on August 22, 2016 at 02:44 PM

    This did not work! I even tried just embeding the link, still didn't work. Direct link doesn't work either. See screenshot. I am using firefox Version 52.0.2743.116 m

     
    .
     Again since you don't seem to get it. I have been using this form for 3 plus years without incident, nothing was changed before this happened, maybe just maybe it is something on your end?
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    JotForm Support

    Answered by BDAVID on August 22, 2016 at 04:22 PM

    I cloned your form, and tried to debug it by putting all setting back to default, deleting fields and widgets, but the problem still persists, the browsers crash:

    I even tried clearing forms cache, but that did not help. I have forwarded this issue to our second level, you will be updated via this thread when this gets fixed.

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    Answered by stretchandstaple on August 22, 2016 at 05:47 PM

    thank you, hopefully sooner than later, we haven't gotten a single order since Friday.  We get 7-8 orders a day so I am loosing a lot of money while we wait.

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    Answered by stretchandstaple on August 23, 2016 at 02:16 PM

    ????

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    JotForm Support

    Answered by Nik_C on August 23, 2016 at 04:19 PM

    I'm sorry, but unfortunately, there is no update from our developers. We'll inform you as soon as we have any new information.

    Thank you for your patience.

     

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    Answered by stretchandstaple on August 23, 2016 at 08:45 PM
    What? How can this be the case? This is a critical failure.
    ...
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    JotForm Support

    Answered by BDAVID on August 23, 2016 at 11:19 PM

    Our developers address the reported issues in order of arrival, that's why we do not have an estimated time-frame for a resolution. We will need to wait until we get updated via this thread.

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    Answered by stretchandstaple on August 24, 2016 at 02:45 AM
    I am literally losing thousands of dollars if this isn't fixed in 24 hours I'm done with jotform
    Sent from my iPhone
    ...
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    JotForm Support

    Answered by Nik_C on August 24, 2016 at 05:17 AM

    I understand your problem and I'm sorry that this happened to you.

    I will ask our developers if we can have an update regarding this problem.

    Thank you for your understanding.

     

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    Answered by stretchandstaple on August 24, 2016 at 10:45 PM
    Any update???
    Sent from my iPhone
    ...
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    JotForm Support

    Answered by Nik_C on August 25, 2016 at 04:58 AM

    Unfortunately, we don't have an update still.

    But I did some additional tests, your form worked fine for me in Google Chrome and Safari, so it could be that this error is related to FireFox only.

    For the time being maybe you could place some sort of information on that page, where you will say your clients to use Chrome browser or some other one if they experience any issues with FireFox.

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    Answered by stretchandstaple on August 25, 2016 at 11:45 AM
    Also doesn't work in Internet explorer
    Sent from my iPhone
    ...
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    Answered by stretchandstaple on August 25, 2016 at 11:45 AM
    Also we've had reports of it crashing in safari as they go through the form.
    Sent from my iPhone
    ...
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    JotForm Support

    Answered by BDAVID on August 25, 2016 at 12:44 PM

    I see your form has more than 200 conditions, and after disabling them all, the form does runs fine, and browser does not crash: https://www.jotform.co/form/62374578576875? 

    Just one question, were all these conditions included before when them form used to work fine? Let us know, so we can update our developer in charge, so he can check if there is an issue with the conditions feature.

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    Answered by stretchandstaple on August 26, 2016 at 02:45 AM
    Any update?
    Sent from my iPhone
    ...
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    JotForm Support

    Answered by beril on August 26, 2016 at 02:55 AM

    First of all, we are really sorry for the inconvenience this may caused you. It seems there was an issue related to changes that we made on calculate and update conditions. The issue should be fixed now.  Apologies for the inconvenience and thank you for your patience on this matter. We would appreciate it if you could also test it on your side and let us know the result. We will wait for your response.

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    Answered by stretchandstaple on August 26, 2016 at 02:03 PM

    I'll agree it's an improvement but it is loading much slower than it use to and I am still getting the same error as I get near the end of the form.

     

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    JotForm Support

    Answered by david on August 26, 2016 at 03:29 PM

    I checked your form in a few different browsers and I am unable to reproduce the error on my end.  The form also appears to be functioning without much lag at all.  The only slowdown I experienced was on initial load with the images.  I reloaded your embedded form in a few tabs at the same time and was still unable to crash the browser.  Is this still occurring on your end?  If so, let us know and we will look into this further.

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    Answered by stretchandstaple on August 29, 2016 at 06:15 PM

    toggle back and forth between shipping options on the checkout page both the dropdown and the radio buttons in firefox and you will be able to recreate the problem, this did not exist before. 

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    JotForm Support Manager

    Answered by Jeanette on August 29, 2016 at 11:03 PM

    I was able to reproduce the problem, so I've added it to this ticket.

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    Answered by stretchandstaple on September 02, 2016 at 02:11 PM

    Update please, the issue still exsist.

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    JotForm Support

    Answered by Nik_C on September 02, 2016 at 02:22 PM

    I will ask our backend team for an update if it is available.

    Thank you for your patience.

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    Answered by stretchandstaple on September 12, 2016 at 01:09 PM

    this is still not fixed, it is obviuosly related to the same issue, please I beg of you get this fixed you are costing me countless customers everyday. 

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    JotForm Support

    Answered by BDAVID on September 12, 2016 at 01:44 PM

    I will send a message to our back-end team. Unfortunately, there is no much we can do, we need to wait until one of our developers update us.

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    Answered by stretchandstaple on September 20, 2016 at 08:05 PM

    It is unfathomable that a jotform error like this still hasn't been fixed, what the hell do I need to do to get someone to look at this. I am dealing with frustrated customers on a daily basis that can't use this checkout form. ERRRR!!!!

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    JotForm Support

    Answered by jonathan on September 20, 2016 at 10:54 PM

    I have relayed your latest message to our back-end team.

    We truly apologize for any inconvenience caused.  You will be notified for any updates/news via this thread. 

    Thank you for your patience and understanding on the matter.

    Regards

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    Answered by stretchandstaple on September 23, 2016 at 02:47 PM

    This must not be getting any attention or it would be fixed by now. I have customers that are developers telling me how to fix it, but obviously it has to be done on your side could you please get this fixed ASAP!!!

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    JotForm Support

    Answered by Nik_C on September 23, 2016 at 03:56 PM

    It's really not like that, it's just, our developers have list of assignments that have different priorities. Rest assured that this will be handled by our development team as soon as possible.

    Thank you for your patience.

    Thank you! 

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    Answered by stretchandstaple on September 23, 2016 at 04:01 PM

    So are there other issues that are costing your customers more than $500 - $1000 in lost sales every day?

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    JotForm Support

    Answered by Nik_C on September 23, 2016 at 05:23 PM

    Unfortunately, I'm not sure, but this thread is marked as 'Urgent' so hopefully it will be fixed very soon.

    I'm sorry you're experiencing this issues.

    We'll inform you through this thread as soon as we receive any update.

     

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    JotForm Support

    Answered by david on September 26, 2016 at 02:31 PM

    The developer assigned to this did say that they were working on it.  I am not sure of the progress.  I will request an update.

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    Answered by stretchandstaple on September 27, 2016 at 05:33 PM

    Did you get a progress report from the developer?

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    JotForm Support

    Answered by david on September 27, 2016 at 06:45 PM

    I have not.  I forwarded this to my manager and she is going to follow up with the developer to find out the status.  My apologies for the delay.

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    JotForm Support

    Answered by david on October 03, 2016 at 03:51 PM

    I have forwarded this to my manager to follow up with already.  I will contact her when she gets on for an update.  My apologies, I am not sure why this thread is not getting the attention it should be.

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    Answered by stretchandstaple on October 05, 2016 at 07:48 PM

    Is your manager still looking int o this??

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    JotForm Support Manager

    Answered by Jeanette on October 05, 2016 at 08:45 PM

    I assigned this issue to a particular developer and I've contacted him for an update. Hopefully we will here from him soon.

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    Answered by stretchandstaple on October 10, 2016 at 01:40 PM

    Hi,  This form is still freezing in internet explorer, and the issue with firefox still exsist, we ran a huge sale this weekend and received no submissions since our form only works in one browser!?!?!?!?! FIX IT!!!!!!!!!!!!!!!!!!!!!!!!!!!

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    Answered by stretchandstaple on October 11, 2016 at 05:13 PM

    ??????

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    JotForm Support

    Answered by david on October 11, 2016 at 06:19 PM

    I wish I could give you more information on the status of this ticket.  We have done what we can do try to get this taken care of but there is still no update from the developer assigned to this.  When we do have an update, we will let you know as soon as we can via this thread.

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    Answered by stretchandstaple on October 14, 2016 at 04:00 PM

    This is just ubelievable. I mean this form functioned fine for 3 years and now it has an uncorrectable problem.  This will force us to leave jotform if it can't be fixed.

     

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    JotForm Support

    Answered by david on October 14, 2016 at 04:27 PM

    From the developer assigned to this:

    I have manually debugged that form and found that some of its conditions cause loop, and break browsers. 
     
    The question "Shipping Options" (ID: 116) has several conditions and two of them (see the attachment below) have this kind of if statements;
     
    IF FIELD A LESS THAN $XX
    ADD $YY TO FIELD B
     
    and FIELD A (Label: Total, ID: 132) is calculated from several field values including FIELD B (Label: Shipping, ID: 129). So, whenever the value of B updated, corresponding condition is running again, updating the value of B again, and this goes forever.
     
    Best.
     

    Inline image 1

    It appears as though there is a loop being caused by a couple of your conditions.  Essentially, two values are continuously updating in the field until the browser crashes.

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    Answered by stretchandstaple on October 17, 2016 at 06:37 PM

    It took some work, but I believe it is fixed.  Thank you.  It is strange though because those conditions had been that way for quite some time. Wonder why the issue only showed up now?

     

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    JotForm Support

    Answered by jonathan on October 17, 2016 at 07:45 PM

    Thank you for updating us on the status. We're glad to know all is good now.

    Our developer assigned on the ticket will provide details here also when they can. 

    Regards