Troubleshooting Dynamic Forms

User gets error when opening form

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:

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
Open up Postman (login information is the PS Security folder/LastPass).
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:

This means that when the user clicks on the link in their email, they are taken to the SSO page:
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.
Go to Pending/Draft Forms. The form will be listed there to be completed.

LeTU user sent non-SSO link:

This means that when the user clicks on the link in their email, they are taken to the non-SSO page:
The best way to give the user access to the form is to go to letu.edu/formslogin and log in through SSO.
Go to Pending/Draft Forms. The form will be listed there to be completed.

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Article ID: 125907

Created

Mon 1/25/21 10:45 AM

Modified

Mon 9/13/21 8:22 AM

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