Jotform - Loom integration. Issue with Loom unable to record

Jotform - Loom integration. I want to capture video from clients on their phones using Jotform.

https://form.jotform.com/241365771154154

 

Aa307Bb4430!

Glennfreeman

Podcast Promotion

cd52e914-4864-40a3-b1ad-b6544cd226e9

https://form.jotform.com/241365771154154

Hi Glenn,

Thanks for reaching out to Jotform Support. I understand that you're having issues with your form's Loom video recorder widget. I took a look at your form to test it, and the Loom Video Recorder widget was working properly. 

To ensure the Loom video recorder widget on your form works properly, the form user needs to allow the use of the Camera and Microphone via the Site settings.

Additionally, here's our guide how to add the Loom Video Recorder to your form. Let us know if there's anything else we can do for you.

What do you nean: Sight settings?
gf
...

Hi Glenn,

Thanks for getting back to us. Let me show you how to open the Site Settings.

1. Open the form in your preferred browser, and click the Site Information option on the left side of the form URL.

2. In the pop-up window, click the Gear icon to open the Site Settings.

3. Under the Privacy and Security page for the form.jotform.com, enable the Camera and Microphone.

That's it. The following screencast can help better visualize how to access the Site Settings to allow the use of the Camera and Microphone so that the Loom video recorder widget on your form can work properly.

Let us know if there's anything else we can do for you.

The error code is already printed in your Jotform as it opens. No chance
to even click on the form Loom video option. Video is uploading now:
https://www.youtube.com/watch?v=1pYxc6SDkD0
OBVIOUSLY THE BROWSER SETTINGS IS ACCEPTING THE CAMERA, BECAUSE THE CAMERA
IS WORKING AND THE MIC IS WORKING!!!!!! DO YOU UNDERSTAND??????
...

The camera and mic are working! The Loom widget IS NOT. The browser is
PROPERLY set.
gf
...

Hello Glenn,

Thank you for reaching out to Jotform Support. I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Thanks for your patience, we appreciate it.

Hello Glenn,

Thank you for your patience. I’m sorry you're having difficulties getting that feature to work. I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

Have you tried this on several browsers? If not yet, can you try and check if the same thing happens? If so, we suggest you check with Loom Support as this maybe related to your account.

Give it a try and let us know if you have any other questions.

Hi Glenn,

Thanks for getting back to us. Just sending a follow-up to see if you received our teammate's previous message. Additionally, I tested your live form, and the Loom video recorder widget was working properly after I ensured that the Camera and Microphone permissions were allowed via the Site Settings.

Please follow the suggestion from our teammate to try opening your form on several browsers, and also check with Loom Support to check if there's any issue related to your account.

Let us know if there's anything else we do for you.

Obviously, you are not paying attention. Obviously, you are not looking at
the screen capture. Obviously, I am wasting my time making all these
screen captures and engaging with you. This is all a total waste of my
time.
The camera obviously works fine. The microphone obviously works fine.
Loom is not working.
gf
...

Hi Glenn,

I'm sorry to hear that you're still having issue with your Loom integration on your form. Since we can't replicate the problem on our end using both your live form and a cloned form, could you please confirm if you've tried opening your form using different browsers and reached out to Loom Support to check if there's any issue related to your account? If the issue persists despite following these suggestions, to better assist you in resolving this issue, please share a screen recording of the problem occurring. Additionally, the YouTube link you shared with us isn't available.

Once we hear back from you, we'll be able to move forward with a solution.

I ALREADY SENT YOU SCREEN RECORDINGS!!!!!!!!!
SEE ATTACHED! AGAIN!!!!!!!!!
...

Hi Glenn,

Thanks for getting back to us. Currently, the YouTube link you shared with us is still not available. Could you please upload your screen recording to a cloud storage service such as Google Drive or Dropbox and share the link with us?

Also, please be informed that our support forum can't accept email attachments. Here's how your latest reply looks on our support forum. Thus, if you've attached a screen recording to your latest reply, it isn't showing on our support forum.

Thanks for your cooperation and understanding in resolving this issue.

I sent it as an attachment! Not a link!
...

I attached in my email to you. Here is the Youtube

https://www.youtube.com/watch?v=xKUEFuebWw4
...

Hi Glenn,

Thanks for the video. Things are much clearer now. When I tested your form, everything worked the way it was supposed to. Take a look at the screencast below to see my results:

I've cleared your account's form cache. Can you go ahead and try it again and let us know how it goes? You can also try the Loom Video Recorder widget on your form after you clear your web browser's cache or on another browser or device. If the same thing happens again, we'll investigate it more to see if we can figure out what's going on.

Hi Glenn,

How is it going? Just sending a follow-up to see if you were able to get our previous message. If yes, please feel free to let us know so we can further check this for you. Meanwhile, I'll be marking the thread as resolved since we haven't received any response from you.

Reach out to us again if there's anything else we can help you with.

RESOLVED???

Are you kidding me???

Why are you ignoring the problem and not fixing it???

You are blaming Loom and Loom is blaming Jotform!!!

Enough is ENOUGH!!!

See this video!!!!

gf

RESOLVED???
Are you kidding me???
Why are you ignoring the problem and not fixing it???
You are blaming Loom and Loom is blaming Jotform!!!
Enough is ENOUGH!!!
See this video!!!!
https://www.youtube.com/watch?v=Zk3pc4kzrh0
gf
...

Hi Glenn,

I’m really sorry that this is happening. It seems that this is related to your device preventing loom from recording your screen. I also used your form and was able to record my screen without trouble. Check out the screencast below to see my results:

Note that we are using your live form as a form filler and could use the Loom widget without any issues. You might try opening your form on a different device than your desktop or laptop and record the screen. Please let us know if the issue persists after you try it on another device. 

Give it a try and let us know how it goes.

What do you mean: "It seems that this is related to your device preventing loom from recording your screen. "  I have tried on 8 different devices!!!  What do you mean "your device???"  All of my friends and relatives have been trying on all of their devices!!!!!  I have 2 iPhones and 2 Android phones and I have 6 friends and relatives that have tried it and NOTHING!!!!

I have a reasonable expectation that this should work.

gf

What do you mean: "It seems that this is related to your device preventing
loom from recording your screen. " I have tried on 8 different devices!!!
What do you mean "your device???" All of my friends and relatives have
been trying on all of their devices!!!!! I have 2 iPhones and 2 Android
phones and I have 6 friends and relatives that have tried it and NOTHING!!!!
I have a reasonable expectation that this should work.
gf
...

Hi Glenn,

Thanks for getting back to us. I tested your form again using the same settings you set in the recent video you shared and everything worked the way it was supposed to. Can you test your form again on a browser that you are not logged in to any Loom account as you see in the screenshot below:

Also, can you test your form again while your web browser console is open and send us a screenshot of any error you see? We have a guide about how to do that here.

Also, following the instructions in this guide here, can you create a new application in your Loom account to use a different Public App ID in the Loom Video Recorder widget on your form? If that still won't work, can you try using a Public App ID from a different Loom account?

I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. You can find my cloned form here. Feel free to test it and let us know how it goes.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.