- hilltopkennelsAsked on August 22, 2016 at 05:38 AM
Users are reporting they are unable to load the form properly (their browser stops responding and they get the message "jotformpro.com is not responding") when using Firefox or IE11 and MS Edge. I am able to replicate the problem but it loads fine on Chrome.
Please would you take a look to see what the issue might be.
- JotForm SupportRoseAnswered on August 22, 2016 at 08:29 AM
I checked it both with Firefox and Internet Explorer. As you indicated, form does not respond properly on both of the browser.
When I inspected embed code, it seems that script code was used. Could you please re-embed your form with below Iframe code instead script and see what will happen?
<iframe id="JotFormIFrame" onload="window.parent.scrollTo(0,0)" allowtransparency="true" src="https://form.jotform.com/60055551238956" frameborder="0" style="width:100%; height:539px; border:none;" scrolling="no"> </iframe>
If the issue is still ongoing after embeding with Iframe code, please let us know and we will investigate it deeply to solve the issue.
Feel free to contact us, if you have question. We would be pleased to help you.
- hilltopkennelsAnswered on August 23, 2016 at 01:49 AM
This form has been running fine for months. Why would it need to be changed now? As you can see the successful submissions are significant. This is a live from and I;d rather not make changes "to see what will happen" as it may introduce other problems in what was working fine up until yesterday
- JotForm SupportEltonCrisAnswered on August 23, 2016 at 02:57 AM
I was also able to reproduce the problem on the mentioned browsers.
You're right that it is a problem with the form since this is happening on the standalone form URL.
We will check your form and investigate what causes it to break in Firefox and IE. We will get back to you with our findings. Stay tuned!
- JotForm SupportEltonCrisAnswered on August 24, 2016 at 02:04 AM
Apologies for my delayed response.
I checked your form thoroughly and base on my test, there is something in the condition that was created erroneously, it's probably looping which is the usual cause why forms are freezing in the browser.
Since you have over 170+ conditions in your form, I had to check them one by one since there's no shortcut in finding which one is buggy. So far base on my test, the following conditions are the one causing the problem.
Please don't pause them, delete them as they're not necessary.
You also have conditions with missing fields, please delete them as well.
Also, some conditions are blank, please delete them.
Please let us know if this doesn't help so we can assist you further. However, please do understand that due to the number of your conditions, it would take some time to check them.
Also, if possible, I suggest you reduce your conditions. Combine those with similar "IF" statement if necessary. This would at least reduce the load time of your form and would improve its performance in the browser.
- hilltopkennelsAnswered on August 24, 2016 at 03:11 AM
I take on board your comments regarding complexity, redundant conditions etc. However this form has been working perfectly for months with no changes made to it. Why is it only failing now? What has changed? I've just loaded the form and it's working at the moment, albeit slowly. I've made no changes to it.
This form is being replaced by some dedicated code at some point in the future so I'm reluctant to make changes to a live form which is soon to be redundant.
- JotForm SupportRoseAnswered on August 24, 2016 at 05:09 AM
I'm sorry to say this but, It still does not be loaded on Firefox.
However, it might be due to the fact that images on the form were uploaded with http and I believe that it will start to work properly again if you upload them with https.
Please see the screen shot of what I'm talking about.
Please try this way and let us know if the issue still persists.
In the meantime, feel free to contact us anytime you want for any issue you may have.
- hilltopkennelsAnswered on August 25, 2016 at 10:02 AM
OK, please will someone address the point I've made twice now. Thank you for all your helpful suggestions as to what might be causing the problem. However, this form has been working flawlessly for 665 submissions over the last few months. 2 days ago it has stopped working for some browsers. Why? The form has not been changed in several months.
- JotForm SupportBJoannaAnswered on August 25, 2016 at 11:49 AM
I am not sure why your form stop working in some browsers. Considering that I was also able to replicate mentioned issue and that form was not changed recently, I will escalate this issue to our developers. Once this issue is resolved we will inform you via this thread.
- JotForm SupportNeilVicenteAnswered on August 25, 2016 at 07:44 PM
We had an intermittent issue with form calculations. This should be fixed by now.