Respondent can't move past first page

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    Asked on February 01, 2017 at 11:17 AM

    I received the following feedback from a respondent for my currently active survey:

    "It opens but nothing happens when I click on next.

    We are currently running Windows 7.1 and using the Google Chrome browser.

    I also tried opening it on IE 11 with the same results"


    I cannot duplicate his problem, and other users are submitting answers and none have complained of the issue.  Any ideas of what his problem might be?


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    Answered on February 01, 2017 at 11:31 AM

    If your form is embedded on a website, can you please send us a link to the page where your form is embedded, so we can check for possible issues that might be causing the issue for your user?

    I have checked your form over its direct link, and it seems to be working fine:

    Here is also a screen recording of the test:

    If the form is being embedded on a website, there is a possibility of a scripting conflict between the scripts of the form and scripts of your website. In that case we recommend that you re-embed your form into the website with our iFrame embed method:

    If your user is experiencing such a problem when using a direct link to your form (as posted above), then the issue might be related to a security setting of their browser, and overzealous ad-blocker, or anti-malware software that might be blocking the scripts of the form from running and performing their job.

    Your form appears to be working fine under ordinary circumstances, and I cannot replicate the issue you were describing.

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    Answered on February 01, 2017 at 11:46 AM
    It is only available as a direct link sent via email. Thank you. I imagine
    it may be a problem on the user's side
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    Answered on February 01, 2017 at 11:53 AM

    Yes. It seems that the issue appears at the user's end only. I have checked the form and I am also not able to replicate the issue at my end. You may ask the user to try opening the form in a private/incognito window or a different browser to see if that works.

    Let us know if you need any further assistance. We will be happy to assist.