- vsquaredeventsAsked on October 04, 2016 at 10:51 PM
Mayday Mayday. We use this form for our staff on the field to properly record our weekly events sales and for some reason our form isn't working. We have not edited this form in any way recently so there is no real reason as to why it is all of sudden not working. You are able to go through the entire process of completing the form but when its time to submit you can not. I have attached the warning we receive. I need to get this fixed ASAP as we have many events occurring every day this week and this is a mandatory part of the job to be completed. Your urgent advice is greatly appreciated.
- JotForm SupportcandyAnswered on October 05, 2016 at 03:14 AM
I've tried your form and I managed to submit the form as you can see in the screenshot below.
I had the same problem you had. All you need is scroll up the page and full fill the text box which has minimum 100 characters.
If you have more questions do not hesitate to contact us.
Thanks in advance.
- vsquaredeventsAnswered on October 05, 2016 at 09:58 AM
The issue still continues. Yes I made sure there was 100 characters. Here is proof and I still received the same response when trying to submit.
- IrshadAnswered on October 05, 2016 at 11:45 AM
I have tested your Form, but I am not able to reproduce the issue. I have successfully submitted the Form:
The error message which you mentioned in the screenshot appears when one or more fields were not filled up correctly or was left blank. So please make sure, you filled all the fields correctly.
I would also suggest you to clear Browser's Cache, and try to check it again. If you still face the issue, please let us know, in which Browser you are checking it.
- vsquaredeventsAnswered on October 05, 2016 at 11:54 AM
I use google chrome on both my computer and phone. Tried on both and did not work. Tested it on Safari and the same thing happend. This was never a problem in the past.
Every mandatory field is filled out. When a field isn't completed it will not let you move onto the next page. It will highlight it in red and state "This is a mandatory field." NOT "There are errors on the form. Please fix them before continuing."
- vsquaredeventsAnswered on October 05, 2016 at 11:56 AM
And I also cleared my browser and that didn't do anything.
- JotForm SupportdavidAnswered on October 05, 2016 at 01:54 PM
The only thing I am seeing that may cause this are the required fields on pages after the initial submit button.
When I filled in all required fields though, I was also able to submit my clone of your form and your form as well. Is there a specific set of fields you are using that is unable to submit the form or is it any combination of entries? I am getting the same results as my colleagues. The form does look to be working correctly.
- vsquaredeventsAnswered on October 05, 2016 at 02:20 PM
Has you team chosen the option for ON PREMISE OR PRIVATE EVENT? These are the two options that this seems to occur on. OFF PREMISE seems to be working fine.
- IrshadAnswered on October 05, 2016 at 03:52 PM
This time, I have selected the option as "ON PREMISE", and I am still able to submit the form without any issue.
As you already cleared Browser's Cache, and tested it in different Browsers, but still facing the same issue, so I will forward it to our development team, for the investigation.
We will send you further updates on this very soon.
- vsquaredeventsAnswered on October 05, 2016 at 10:19 PM
Any luck? We have 90 event going on this weekend that will be utilizing this form.... I have to get this cleaned up asap. We have been using your forms since the start of the new year, we have never had this problem before. No one has even gone in to edit the document so I'm very concerned that all of a sudden now there is a problem.
- JotForm SupportjonathanAnswered on October 06, 2016 at 12:54 AM
Our developer had cancelled the ticket report because we could not reproduce the issue of not being able to submit your form https://www.jotform.us/form/53209119957159
All attempt to submit the form had been successful so far.
Were you still able to test this again and reproduce the issue?
If you haven't may I suggest to please try again at this time. Test submit your form https://www.jotform.us/form/53209119957159 with all required fields filled in.
Check if you will encounter the issue again. We will wait for your updated response.
- vsquaredeventsAnswered on October 06, 2016 at 10:01 AM
Thank you for looking into this. It seems to be working today however I am very concerned that this issue arise out of the blue. Your staff claims everything was fine although countless attempts showed on our end proved that it wasn't working. And the answer seems to be that it just cleared up on itself? Thats not very comforting when my business relies on being able to complete these forms per each event. I will suggest this again and again that you should implement telephone customer service. If this occurs during the weekends when we have over 50 representatives using these forms, I would be stuck waiting for email responses. This probably could of been fixed in minutes through some trial and error with speaking to someone on the phone.
- IrshadAnswered on October 06, 2016 at 10:31 AM
We are sorry for the inconvenience, we tried our best to reproduce the issue, and tested the form in different browsers and devices. But our team members were unable to reproduce the issue.
As of now, we don't offer a support through phone. Please let us know your questions or problems in this support forum and we'll do our best to reply as soon as possible. Please note that our support forum is the best way to contact us if you need some urgent assistance. We are here 24/7 (including weekend).
Thanks for your patience.
- vsquaredeventsAnswered on October 06, 2016 at 10:48 AM
The issue is happening again. The same error message comes up and I am not able to submit the recap. All the required fields are entered.
- vsquaredeventsAnswered on October 06, 2016 at 11:17 AM
Worked on my computer.
Did not work on my apple phone 6 using chrome. OFF PREMISE IS STILL WORKING. ON & PRIVATE EVENTS OPTIONS ARE NOT. I NEED THIS FIXED TODAY!
- vsquaredeventsAnswered on October 06, 2016 at 11:18 AM
Did not work on a coworkers phone. OFF PREMISE did & ON & PRIVATE EVENTS DID NOT!
She has a Galaxy note 5 and used chrome.
- vsquaredeventsAnswered on October 06, 2016 at 11:23 AM
I cloned the form and tried the same as the above. Still did not work.
- KadeJMAnswered on October 06, 2016 at 12:17 PM
Thank you for the very detailed series of screenshots.
I followed along for this problem using the same information above using my iPhone 6 (iOS 10.0.2) in Mobile Safari and found that I was able to fully replicate the problem as you've stated to us.
Please allow me some time to investigate this problem deeper on my end and i'll do everything I can to help get to the bottom of the cause so that we can get this problem resolved for you asap.
- vsquaredeventsAnswered on October 06, 2016 at 02:27 PM
Just a heads up. I just spent the last few hours rebuilding a brand new form to see maybe there was a glitch in the coding in the original. And the same thing still occurred. I can submit via the OFF PREMISE OPTION but not ON or PRIVATE EVENT via my phone. Any Luck?
- KadeJMAnswered on October 06, 2016 at 03:51 PM
Okay, was the rebuild before I was investigating and had responded to you or was it after?
I hope you don't mind but I did make a clone of your form for testing purposes prior to responding to you above so that I could be able to troubleshoot this problem more accurately while leaving your original form unscathed since it had the problem on it. And this was also because I wanted to test if it would happen on a duplicate or only on your form to narrow down some causes.
However, the good news is that I believe I may have found the cause of the issue.
Upon testing this problem it seems this issue is due to Condition #8 that you have set to "all" with an empty value that was not assigned so the form thinks it's not being met resulting in the error for this problem.
Here's what I mean:
And when I opened up that condition when testing this I disabled them all in a test was allowing your form to submit then I continued on enabling each to narrow down the issue more to this condition.
I'm willing to bet that when you correct and set that empty value to what you meant for it to be at then I believe this should work and allow your form to submit properly past where you had it.
I am also under the impression that this issue only was occurring if the form was filled in manually field by field and that would also explain why some of my colleagues were unable to replicate the problem since we tend to use autofillers mainly because we are constantly testing and are trying to be quick to help out as much as possible so that there's no delay in resolving your issue and I do apologize about that on their behalf.
Anyways, try fixing that condition to set it to whatever you intended for it to be at, then fill it in manually and submit it again and let us know if the issue continues or not.
I was testing this further on my end to be sure and when I changed it to a chosen rule for that to check then the form was working 100% on my side.
- vsquaredeventsAnswered on October 06, 2016 at 04:20 PM
Thank you for your lengthy response. However I hate to be the bearer of bad news. I did update condition #8 and I'm still having the same issues for OFF & PRIVATE event options. And I stated I took the time to completely rebuild the entire document. I did not copy and paste anything to avoid any confusion in the system. Yet the same thing still occurs. It seems to be an issue with the multiple choice option menu?
- JotForm SupportdavidAnswered on October 06, 2016 at 06:09 PM
I believe what is occurring is the fields that are required on the pages that are skipped are still being required even though the pages are being skipped. If the fields in the skipped pages are set to not be required or the skipped pages are filled, the error is no longer present.
I will forward this to our developers to have a closer look. We will let you know as soon as we have any further information.
- vsquaredeventsAnswered on October 06, 2016 at 11:16 PM
Any luck? The crazy thing is that this has not been a problem all year and all of a sudden is. Please tell me we have a reaokution because by 4pm est this will cause a lot of headache ans overtime hours for my company.
- JotForm SupportjonathanAnswered on October 07, 2016 at 12:27 AM
The ticket was already assigned to one of our developer. They will provide us with updated response here once available.
I am sorry if we could not provide you immediate resolution at this time. However, we already had done what's necessary to expedite this to resolved.
- JotForm SupportwidgetsAnswered on October 07, 2016 at 08:28 AM
Hi, sorry for the inconvenience that this may have caused you. We made some changes on our widget system and it should be fixed now. Please test it from your end and let us know if the problem still persist.
- vsquaredeventsAnswered on October 07, 2016 at 09:48 AM
Still receiving the same issue.
- JotForm SupportjonathanAnswered on October 07, 2016 at 10:56 AM
We have received your latest update on the status.
We will checked this further. We'll let you know here once we have new update.
- technicallAnswered on October 07, 2016 at 11:07 AM
You are not alone.
We are having very similar problems for many weeks now.
Support keep saying they can submit fine, but our users cannot submit. After many days, they admitted they had problems with their widget server and they have fixed it. It only helped some users.
We are still getting calls almost every day from very angry customers who cannot sumbit after trying 4-5 times. (each time can take about 10 mins to fill all the data)
I am afraid that we now have to start looking for another solution and stop using JotForm for our forms as this issue is making all our customers angry and is very embarrassing for us.
- JotForm SupportwidgetsAnswered on October 07, 2016 at 11:12 AM
Hi, we apologize about this matter. I have a recommendation to make. Please re-open your forms via form builder and then re-save it.
We just cleared form caches right now. Because it seems to be a cache browser problem too on the way I see it. It works for a few people and I think some of them were being forced to use old cache version.
If the problem persist, please do let us know.
- vsquaredeventsAnswered on October 07, 2016 at 11:34 AM
As of right now that seemed to have fixed the issue. As I stated we have 90 events this weekend. I will be quick to let you know if I hear anyone having problems.
- JotForm SupportdavidAnswered on October 07, 2016 at 12:36 PM
Let us know if you do run into anything and we will be happy to take another look. As far as I can tell from other users that had reported the same issue, this should now be completely fixed.