Forms Not Loading

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  • Problem
  • Updated 3 years ago
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  • (Edited)
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I have several users who cannot load forms from the SPS Commerce Portal. We have done the following steps per recommendations here, and it has not resolved the issue:

Clearing Cache: Internet Explorer

1. Go to the gear in the top right under the red 'X'
2. Click on 'Internet Options'
3. Under the General tab choose 'Delete'
4. In the new window, make sure ONLY 'Temporary Internet Files' and 'Cookies and Website Data' are checked
5. Ensure that 'Preserve Favorites website data' is unchecked
6. Click delete
7. Click apply, then OK.
8. Refresh your Webforms page

Clearing Java Cache 
1. Click on your start menu 
2. Choose control panel 
3. Double-click on the Java Icon 
4. The Java Control Panel should appear 
5. Click 'Settings' beneath 'Temporary Internet Files' 
6. Click 'Delete Files' 
7. Have both 'Application and Applets' and 'Trace and Log Files' selected and click 'OK' 
8. Click 'Ok' two more times to get out of the Java Control Panel

We've also uninstalled and reinstalled java, tried different browsers, and and checked compatibility modes. Still not working. We have a 4 hour turn around on PO's and this is not acceptable. 
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Kayle

  • 72 Points

Posted 4 years ago

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Joe

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Hi Kayle!

I hear you on the frustration with that "Please wait your form is loading" issue.  I'm including two other troubelshooting steps below.  If these still do not resolve the issue, I would advise calling 888-739-3232 option 1 (available 24/7!) so one of us Customer Operations Analysts can establish a Desktop Share with you.  This will enable us to see your screen and diagnose the issue further.

Adding Trusted Sites: Internet Explorer

1. Go to the gear in the top right under the red 'X'
2. Click on 'Internet Options'
3. Under the Security tab choose 'Trusted Sites'
4. Click 'Sites' button.
5. Remove any existing sites, then add the two below:

https://*.hosted-commerce.net
https://*.cloudfront.net


6. Click close, then apply, then OK.
7. Close and reopen Internet Explorer.

Configuring Java Security
1. Click on your start menu 
2. Choose control panel 
3. Double-click on the Java Icon 
4. The Java Control Panel should appear
5. Under the Security tab, first ensure 'Enable Java content in the browser' is checked
6. Set Security Level to Medium
7. Click 'Edit Site List' button.
8. Remove any existing sites, then add the two below:

https://*.hosted-commerce.net
https://*.cloudfront.net


9. Click 'Ok' once and stay in the Security tab.
10. Click 'Restore Security Prompts' button, then 'Restore All' and 'Ok' to exit Java Control Panel.
11. Upon closing and reopening your internet browser and attempting to load a form, you will likely see Java/WebForms prompts.  Please Activate/Enable/Permit/Allow/Run these as prompted.


I sincerely hope this helps, Kayle.  If not, we're likely looking at a network/firewall/antivirus issue.  This is where our Technical Subject Matter Experts (SMEs) are a great resource!

- Joe

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KARA MOJICA

  • 60 Points
I am having the same problem. Followed all the steps and to no avail. This is simply frustrating.
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Brandon Clayton, Former Team Member

  • 390 Points 250 badge 2x thumb
Hello Kara,

I apologize for the frustration in getting your java configured properly so that your forms will load and you can fulfill your orders. While we have some documented steps that have proven to work for some, unfortunately there are instances where more advanced steps must be taken. In these instances, it is best to give us a call so that one of our analysts on the team can establish a screen share and take a look into your java/computer settings and help get your computer back up and running properly. We offer 24/7 support so you can give us a call anytime and we would be happy to take a look into this for you. Our WebForms Fulfillment team can be reached at 888-739-3232 option 1,1.

Thank you,
Brandon Clayton

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