Ghost calculation present on form, resetting value of a required field and preventing form submission

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    bhds
    Asked on December 21, 2016 at 11:29 AM

    We have a form with a PayPal payment wizard, which has been working fine till now.

    A customer of ours reported that they tried to submit a payment yesterday, but was unable to, as clicking on the Submit button did not take them to PayPal to complete the payment.  I tried this myself this morning:  I completed all the details on the form, then clicked on the Submit button.  The words on the Submit button changed to "Please wait". After several minutes PayPal had still not loaded, so I closed the Web page.

    I don't want to have to delete the PayPal wizard from my form and recreate it, as then I'll lose data.  Can you investigate why the PayPal wizard has stopped working, and how it can be fixed?

    Thank you.

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    Boris
    Answered on December 21, 2016 at 12:47 PM

    This took quite a while to troubleshoot, but there seems to be some corruption within your form calculations and conditions. This is the exact part of the source code that currently exists for your forms calculations:

    JotForm.setCalculations([{"decimalPlaces":"2","equation":"[{11}]","ignoreHiddenFields":"","insertAsText":"","newCalculationType":"1","operands":"11","readOnly":"1","resultField":"17","showBeforeInput":"","showEmptyDecimals":""},{"decimalPlaces":"2","equation":"[{17}]","ignoreHiddenFields":"","insertAsText":"","newCalculationType":"1","operands":"17","readOnly":"1","resultField":"18","showBeforeInput":"","showEmptyDecimals":""},{"replaceText":"","readOnly":false,"newCalculationType":true,"operands":"17","equation":"[{17}]","showBeforeInput":false,"showEmptyDecimals":false,"ignoreHiddenFields":false,"insertAsText":false,"resultField":"18","decimalPlaces":"2","conditionId":"1432818591871","conditionTrue":false},{"replaceText":"","readOnly":false,"newCalculationType":true,"operands":"14","equation":"[{14}]","showBeforeInput":false,"showEmptyDecimals":false,"ignoreHiddenFields":false,"insertAsText":false,"resultField":"18","decimalPlaces":"2","conditionId":"1432818534275","conditionTrue":false}]);

    The troublesome part is that somehow, one of these calculations is set up to output its result into field 17, which is your Radio Button labeled "Please select". As such, this particular calculation will always cause your form to lose its selected value on the "Please select" field.

    At the moment, there is no way to resolve the issue from your end, other than hiding this existing Radio Button field, and setting up a different Radio Button field in its place for future use.

    I will escalate this issue to our developers for closer examination and possible fix. Thank you.

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    bhds
    Answered on December 21, 2016 at 02:07 PM

    Thank you for your detective work!

    I've set up a different Radio Button, and all seems to be working now again.

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    Nik_C
    Answered on December 21, 2016 at 02:29 PM

    Thank you for getting back to us and for letting us know.

    I'm glad you were able to make it work.

    If you have any further questions please let us know!

    Thank you!