Form going to blank page: "Formidable Forms"

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This topic contains 13 replies, has 2 voices, and was last updated by  admin 3 weeks, 6 days ago.

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  • #17038

    Scott Mise

    Hi,

    We have an active licence:

    http://www.oldcastlematerialstx.com/credit-application/
    Our form will occasionally redirect to a blank page with the heading “Formidable Forms”. Do you know what could cause this problem and how to fix?

    Thanks,
    Scott

    #17039

    admin
    Keymaster

    We are not aware of any issues as you have described. If the issue only occurs sometimes and without the ability to replicate, then you may be experiencing a PHP timeout.

    . What is the size of the original PDF form? (Making the form smaller may correct occasional timeout issues)
    . How many fields are merging?
    . How many fields are signatures or images?

    We remain at your service.

    #17040

    admin
    Keymaster

    The simi-blank screen should be producing an error in the PHP log(s), check with your domain provider to see if there are any logged PHP errors.

    We remain at your service.

    #17047

    Scott Mise

    Thanks for your reply. I’m not sure of the current PHP settings but am getting that information for you.

    The original PDF size is 1MB.
    There are ~100 fields.
    3 fields are signatures, typically only 1 is used.

    Here are the logs from the last 2 days. A failure occurred last on 10/16.
    http://www.oldcastlematerialstx.com/20171017122628_OldcastleTexasQuarry_logs.zip

    #17052

    Scott Mise
    #17053

    admin
    Keymaster

    Are you able to reproduce the issue at anytime or is the issue always random?

    We remain at your service.

    #17054

    Scott Mise

    I have not been able to reproduce the issue on multiple machines and internet connections but another user gets the error on every submit.

    #17056

    admin
    Keymaster

    Looking at the provided information, we are not able to confirm the issue is being caused by the PRO2PDF plugin, it appears the issue is with Formidable Forms or another plugin causing a conflict with Formidable Forms or PRO2PDF. Have you tried contacting the great support team at Formidable Forms?

    In our experience working with Formidable support, they will likely need to reproduce the issue in order to find the cause. They will suggest disabling all plugins other than Formidable Forms to find out if there is a conflict. If all works, add the plugins back one-by-one until the conflict is found. They will also want to know if any custom PHP is being executed.

    Let us know if you are able to provide any further information regarding an issue with the PRO2PDF plugin.

    We remain at your service.

    #17088

    Scott Mise

    I will reach out to Formidable Forms support as well. Here is a screenshot of the error for reference.
    http://myrockcandymedia.com/host/troubleshoot/formidable-pro2pdf.jpg

    #17089

    admin
    Keymaster

    In your original message you indicated the page header read “Formidable Forms”, however, the screenshot shows Formidable PRO2PDF, which is our plugin, not Formidable Forms.

    We will need WP and FTP access to your server to troubleshoot our plugin, please complete this form to have us login, find, and locate the cause.

    We remain at your service.

    #17093

    Scott Mise

    Ah yes, my mistake on the error message. Formidale Forms caught the same thing, here is there support response for reference:

    “Hi Scott,

    In your last message to the Pro2PDF support team, you sent a screenshot titled “Formidable Pro2PDF”. It looks like your problem is indeed related to Pro2PDF, and the admin helping you with your ticket at Pro2PDF is ready to check that issue out on your site.

    I believe that the issue does indeed lie with the Pro2PDF extension, and it is likely due to a Server timeout from exceeding the memory limit or the maximum server time of loading a resource.

    I would also recommend contacting your server to get more info on the 500 error that occurs when a user clicks submit on your form, and find out the timeout limit for loading resources. A simple test submission of that form took 12 seconds to finish the request.”

    I will complete the site access form as well as see if I can find the timeout limit for loading resources that they mentioned.

    #17145

    Scott Mise

    Hi, we have raised the timeout limit but I now don’t think the error is related to time.

    I have figured out how to reproduce the error by using all the optional fields on the form, there are around 100 total. Does this give you any more insight into how the error could be solved?

    Thanks.

    #17146

    Scott Mise
    #17149

    admin
    Keymaster

    Can you provide a link or EntryID for a PDF merge that always fails?

    We remain at your service.

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