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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.


  • Profile Image

    Delay in choosing an option in the assigned drop down for the Tax Options in the Payment Wizard

    Asked by bdoodle on August 28, 2016 at 03:31 AM

    I have numerous forms that seek a customer's address including the State or Province in which they live.  I have a dropdown box of all states for this.  During testing, I noticed that frequently it took several seconds for the selected state to appear in the box after it was selected... to the point that I wondered if my screen was frozen.  With wishful thinking, I hoped this was just due to my flaky computer environment. I now have a new computer and a good network/internet connection, but the slowness still happens SOMETIMES.  Recently, one of our customers said she had a lot of problems with this field.  Is there something wrong with my field?  Can you account for the slowness?

    Thanks.

    One example form of many where I employ the field in question....

    https://www.jotform.com//?formID=52265902147959

     

    Page URL:
    http://www.madsails.com/gear.html

    dropdown box selection delay in choosing drop down option tax options payment wizard
  • Profile Image
    JotForm Support

    Answered by Nik_C on August 28, 2016 at 05:26 AM

    Unfortunately, I have tested your form and I was unable to reproduce the issue:

    You could try clearing your browser cache when you experience the slowdowns.

    The country field is loaded on page load so you should not experience slowdowns because of the network.

    Let us know if you have any questions.

  • Profile Image

    Answered by bdoodle on August 28, 2016 at 08:39 AM

    Thanks for  your reply.  

    I use Chrome usually, so I tried this with Firefox and Internet Explorer which I may have barely (if at all) used on my new computer.  With Firefox, I got a 6 second delay bringing back the selected state code.  With IE, it took 25 seconds!

    I cleared the caches, but it did not help.

    I never have a similar problem on any other website.

     

    Please try again to replicate the problem on various browsers and computers. The cache shouldn't affect it anyway.     It shouldn't happen EVER.

    Thank you!

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    JotForm Support

    Answered by Jan on August 28, 2016 at 11:18 AM

    I was able to replicate the issue on your form and on the cloned form. However, I was able to fix the issue on the cloned form by re-creating the "State or Province" drop down. So please try removing the drop down field and adding it back.

    Here's a screen capture of the cloned form:

    Hope that works. Let us know if the issue is still the same. Thank you.

  • Profile Image

    Answered by bdoodle on August 28, 2016 at 12:27 PM

    Hi,

      I have recreated the field, but it didn't fix the problem.  

    I added a new field and then hid the old one.  The field in question is used in the purchase order above to calculate tax so I had to change it as well.  (Perhaps that is where the problem lies.) You probably didn't change your purchase order as I did to utilize the new state code field. 

    Other info'-  I use a state code field on 8 other forms and base purchase order tax on the code selected. It appears to be a problem only on this form.

    Please keep looking for the source of this problem.

    Thank you!

     

  • Profile Image
    JotForm Support

    Answered by ashwin_d on August 28, 2016 at 01:39 PM

    Hello bdoodle,

    I did test your form and I am also able to replicate the issue you are having. Let me test the issue further and get back to you soon on this.

    Thank you!

  • Profile Image

    Answered by bdoodle on August 28, 2016 at 01:45 PM
    Thank you!
    ...
  • Profile Image

    Answered by bdoodle on August 29, 2016 at 02:45 PM
    Hello,
    You didn't forget me, did you? It's only been 24 hrs, but in the past, you have responded earlier. (I'm spoiled!)
    ...
  • Profile Image
    JotForm Support

    Answered by KadeJM on August 29, 2016 at 04:33 PM

    I too have taken a look and am able to replicate this issue on my end which appears to be due to a conflict that is affecting it.

    We apologize about the delay and we have not forgotten as it is taking us a bit longer to investigate this issue so please allow us some further patience and we will respond to you asap.

     

  • Profile Image

    Answered by bdoodle on August 29, 2016 at 05:45 PM
    Thank you!
    ...
  • Profile Image

    Answered by bdoodle on August 31, 2016 at 04:11 AM

    Hello,

    FYI, As a test, I removed the usage of the State field for tax in the Payment Wizard on a clone of the form involved, and the problem disappears.  Thus, the problem does have to do with my purchase order which IS more complicated than any of my other forms in its use of sub-options.   I don't just have sub products with different prices, I have sub products at the same price where I seek color selection as well as quantity.  I think this may be an area to explore.

    Please let me know where you are in your investigation.

    Thanks!

  • Profile Image

    Answered by bdoodle on September 01, 2016 at 02:01 PM

    Hello,

      Any news on this investigation?  

    Thanks.

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    JotForm Support

    Answered by Jan on September 01, 2016 at 04:14 PM

    Sorry for the inconvenience. We currently don't have any updates from Ashwin yet. Let me further troubleshoot your form so I can isolate the problem.

    Thank you for your patience.

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    JotForm Support

    Answered by Jan on September 04, 2016 at 05:07 PM

    Sorry for the long wait. I tried isolating the issue by removing each fields and checking the payment tool. I found out that it has something to do with the Tax Option in the Purchase Order tool. When I removed the drop down field in the Tax Option, it is working properly.

    I have escalated this issue to our developers. We'll update you once an update is available.

    Thank you for your patience.

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    Answered by bdoodle on September 05, 2016 at 11:25 AM

    I told you that was the problem 4 days ago.  Your team's support on this issue is not up to the usual standards.  Glad it's finally with the developers. Thanks.

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    Answered by bdoodle on September 08, 2016 at 12:00 PM

    Hi,

    Any news on this issue?  

    Thank you.

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    JotForm Support

    Answered by ashwin_d on September 08, 2016 at 01:12 PM

    Hello bdoodle,

    Unfortunately we have not received any update from our backend team yet. Upon checking the ticket status, I found that it is already assigned and one of our developer is already looking into this issue. We will get back to you as soon as we have any update from him.

    Thank you!

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    Answered by bdoodle on September 08, 2016 at 02:46 PM
    Thank you!
    ...
  • Profile Image

    Answered by bdoodle on September 13, 2016 at 07:21 AM

    Hello,

      Have the developers found the problem?  What stage are they in any fix?

    Thank you!

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    JotForm Support

    Answered by Nik_C on September 13, 2016 at 08:49 AM

    Unfortunately, our backend team is still working on this issue and it is marked as Important, so we will inform you here as soon as we have an update from them.

    Thank you for your understanding.

  • Profile Image

    Answered by bdoodle on September 19, 2016 at 09:30 AM

    Hi,

     It's been 3 weeks since I reported this problem.  We pinpointed the problematic area on 8/31. The (up to 25 sec) delay in state code selection has convinced some customers that the site was broken (everything freezes), discouraged people from using my website and some from buying gear.  I understand that it may take time, but I'd feel better if you gave me some more detail about your progress.  Has the problem in the system code been found?  Has a fix been identified?

    Please let me know.

    Cheers!

  • Profile Image
    JotForm Support

    Answered by ashwin_d on September 19, 2016 at 10:14 AM

    Hello bdoodle,

    I hear your concern but unfortunately we have not received any update form our backend team yet. 

    I am sending a message to assigned developer requesting him to update on this bug report. 

    Thank you!

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    Answered by   on September 29, 2016 at 11:03 AM

    Hello,

      I still have heard nothing on this problem. It's over a month now that I discovered that one of my order forms is not working properly and discouraging purchases on my website.  My client is pestering me.  PLEASE give me a hint on when I may expect some action from the developers.  I understand you have lots to do, but I need some communication other than we have no idea when this will be resolved.

    Thanks!

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    JotForm Support

    Answered by KadeJM on September 29, 2016 at 12:12 PM

    We understand that it has been awhile and that you've not yet heard anything about this issue.

    However, please note that generally we do not provide any sort of estimated time frame since it would be dishonest to do so if we did not meet such a deadline.

    These things can sometimes be quick and other times unfortunately they can often take longer than expected such as this mainly because it depends on the workload our developers have ahead of your issue.

    Our devs are always extremely busy even though they try to investigate and resolve them as quickly as possible at which point we would notify you via your thread here the moment we hear something and you are free to keep checking in as you have been if you wish.

    Please rest assured that we do have this assigned to one of our developers and I have posted another message to check in on this again on your behalf so as soon as we know something more about it we'll definitely notify you here.

  • Profile Image

    Answered by bdoodle on September 29, 2016 at 01:46 PM
    Ok. I do understand. However, I will be checking in every once in a while.
    Thank you.
    ...
  • Profile Image
    JotForm Support

    Answered by Jan on September 29, 2016 at 03:00 PM

    Thank you for your understanding. Please don't hesitate to contact us anytime. 

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    JotForm Support

    Answered by NeilVicente on October 12, 2016 at 07:47 AM

    Hi,

    We are terribly sorry for the late update, but we are glad to let you know that this issue has been fixed.

    Please let us know if there is anything else we can help you with.

    Best,

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    Answered by bdoodle on October 12, 2016 at 09:44 AM
    Awesome! Thank you soooo much! I appreciate your follow through on this.
    ...