Troubleshooting Dynamic Forms

Sometimes a user will get the following error when opening a form:

Most of the time this indicates that there is a problem with an API call, not in how it is set up, but how in actually retrieving the data from CX.  To troubleshoot this issue:

  1. Open up a command prompt window on a computer on campus.  Ping illuminate.letnet.net.  If you get a healthy ping, proceed to step 2
  2. Open up Postman (login information is the PS Security folder/LastPass).
  3. Test any of the APIs and see if it returns any information.
    1. If information is returned, contact Dynamic Forms support to find out if they are encountering an issue with APIs.
    2. If no information is returned when expected or an error is returned, contact N2N support to find out why the APIs are not working.  Sometimes there is an error on their side, sometimes they need to remote in and connect to our server to investigate the issue.

User can't log in to a form

Sometimes a user will be sent a link for Dynamic Forms and not able to log in to the form.

Non-LeTU user sent SSO link:

  1. This means that when the user clicks on the link in their email, they are taken to the SSO page:

     
  2. The best way to give the user access is to go to https://dynamicforms.ngwebsolutions.com/ and then follow the steps on Creating a non-SSO Dynamic Forms Account using the email address that the original notification was sent to.
  3. Go to Pending/Draft Forms.  The form will be listed there to be completed.

LeTU user sent non-SSO link:

  1. This means that when the user clicks on the link in their email, they are taken to the non-SSO page:

     
  2. The best way to give the user access to the form is to go to letu.edu/formslogin and log in through SSO.
  3. Go to Pending/Draft Forms.  The form will be listed there to be completed.

Field not pre-populating with correct participant's data

If a participant is filling out the form and there are fields on the form that should be pre-filled with their data when they access the form:

  1. Open up the form in Designer view and makes sure that the field is assigned to the correct participant
  2. If #1 is correct, click on the Events tab and find the event that is tied to pre-filling that field.  Make sure that :
    1. Action is set to "Prefill form values from a data set" if the field should be prefilled when the participant opens the form 
    2. API Field is set the data that you are wanting from the API
    3. Form Field is set to the correct field on the form that should be prefilling
    4. (if the participant is NOT the first person to touch the form submission) Make sure "Before starting the form" and the correct Form Section is checked.

Martin at DF's explanation for 2.d. - "When fields are set up with the basic prefill (triggered after the form is created), it will only ever fire once per form instance, when the first participant starts the form. To get it to trigger for a different participant, change the trigger to "Before starting the form" and specify the participant for which it should fire."
 

Color not showing up on PDF version of form

The reason that sections or headers lose their color is because it is using css3 when referencing the RGB color.

The solution to have those headers show properly is to replace it with a hex code instead of the RGB color code. 

W3 Schools has a great tool for converting RBG color codes to hex codes: https://www.w3schools.com/colors/colors_converter.asp

User gets 'Please review your signature and try again.' when trying to sign form

If a user gets this message when trying to sign a Dynamic Form, the most likely cause is that they did not exactly type the text that Dynamic Forms was expecting on the Electronic Signature page. 

For example, in this example, the final character was excluded, causing the error to show:

Uploaded Image (Thumbnail)

The name above the text boxes is pulled from the SSO response for that user and represents their name in Active Directory.

  • If the mistyping was just a matter of a typo, ask the user to try again.
  • If the mistyping is due to their name being incorrect in Active Directory, depending on the urgency either ask them to sign their name as-is and then go through the process of making sure their name is spelled correctly in the appropriate system of record (CX for students, UKG for employees).  Then a ticket will have to be put in with NTS to modify their Active Directory information with the correct spelling of their name.
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