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Question

Question

Cloud not handling submissions?

asked on June 29

We are running a demo account for a prospective client in Laserfiche Cloud, currently developing several processes to get them onboard. Up until now, our demo account has worked great - minor changes from the on prem version, but otherwise, forms / processes / workflows / lookups etc. are all operating like a charm.

Today, we seem to be experiencing a concerning issue. Our test forms all seem to be working (they're available and you can fill out / submit them), but once you've done so, the "Form successfully submitted. Redirecting..." message appears at the bottom (as usual), but the page seems to hang up there for a bit before finally displaying the generic "Thank you" page all Forms have at the offset (Thank you. You form has been submitted).

Worse, though it appears the form submits (to the end user anyway, who may just think the delay is a slow connection), there is no trace of the instance in the monitor tab of our Forms portal. This is a recurring issue I can replicate on any of our Forms today, which again, we've never experienced before. I've seen something similar with the on prem version (if the Forms Routing Service goes down), but never in the cloud. Is anyone else experiencing this issue today, or has in the past? We need assistance getting back up and running as we have demos to do and need this to be working.

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Answer

SELECTED ANSWER
replied on June 29

Should be up and running much better now. 

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Replies

replied on June 29

Sometimes when cloud usage is very high, the routing engine takes awhile to get the submission and get it into the monitor page. After clicking submit, under regular load, you should see the thank you page very quickly meaning the submission was picked up by the routing service and the analytics tables should get it shortly after. Under heavy load, the thank you page may take longer to appear and the instance won't appear in the monitor page immediately. If you have a user task or other process step, that will often start sooner than the instance appearing in monitor. If you are demoing, you could try showing the submission then going to tasks to load up the next user task to show the created instance. 

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replied on June 29

Hey Jared,

Appreciate the quick reply - the cloud demo wouldn't be under a heavy load right now in that we only have a handful of processes, all ready to be demo'd to the client, and none of them are live - in other words, we're just doing testing at this phase. Again, it all worked fine the past several weeks - only today do we seem to be experiencing this bizarre issue. 

I took a look at the next user's active tasks, as you suggested, but none exist. We've probably attempted 5 - 10 separate submissions from two different processes, and none of them are appearing in that inbox (they should all go to the same place, the same demo account). This has been over the course of the past hour. Interestingly, one of those submissions is finally in our monitor tab at least - but in my experience Forms is usually fairly instantaneous, so it's weird the other nine still aren't there.

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replied on June 29

Update: The second test task JUST appeared in the monitor tab... about an hour later. So it's almost as if it's trying to run, just very, very slowly.

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replied on June 29

Yes, looking at our metrics dashboards, our processing queues are showing a backup. We're investigating the issue. Everything you did will work, but it's taking an extended amount of time to process. 

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SELECTED ANSWER
replied on June 29

Should be up and running much better now. 

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replied on June 30

Seems to be working great again Jared, thank you!

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