One Form Filler Gets a Black Screen When Clicking on Submit

One of our respondents is getting a blank page upon hitting SUBMIT! This is on form They are using chrome AND tried twice already. Please help so that this does not happen. What can I do to help them?

Hi Paola,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

Regarding the blank screen issue upon submission, this can happen due to network problems, form caching issues, or server disconnections. Here’s how you can help the respondent:

1. Ask them to clear their browser cache and try submitting again.
2. Ensure their internet connection is stable to avoid disconnections during submission.
3. Check if the form is too long or complex, as long forms may cause timeouts; consider simplifying it if possible.

If the issue persists, please provide more details about the form or any error messages seen.

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

Best regards,
Jotform Support

But what do you mean by simplifying. Not all respondents get this issue.

Hi Paola,

Thanks for your follow-up. By simplifying, I mean reducing the number of fields or conditional logic in the form, which can sometimes cause submission delays or timeouts for certain users. Since not all respondents experience this, it might be related to specific browser or network conditions.

Try testing the form with fewer fields or disabling some conditions temporarily to see if that helps.

Best regards,
Jotform Support

I cant just eliminate fields. I need them.

Hi Paola,

A support team member has taken over your case and will assist you further. I will no longer respond in this thread.

Best regards,
Jotform Support

Hi Paola,

I cloned your form and tested it using Chrome to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

I recommend advising the form filler to save her form progress first, and finish filling out the form using other browsers, such as Microsoft Edge or Firefox. He can simply click on the Save button on your form to do that. Take a look at the screenshot below:

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

I know, it works for some and not for others! The problem is not just the blank screen, but that their info is not submitted after filling out the whole form!

Hi Paola,

Since the issue only affects a few users and is not replicable, it is likely caused by factors outside Jotform. Things like internet connectivity, browser cache, or the device they are using can contribute to the issue. As these are external factors, Jotform does not have a way to fix them directly. You can follow Eliza’s advice to inform your users to save their information before submitting as a way to have a backup copy.

Meanwhile, if you can provide more information or replication steps, we can further investigate the issue. You can try asking for a console log report from the users who experienced the issue. You can check out our guide here to learn more about this.

Keep us updated and let us know if you need any more help.