- ysmeninternationalAsked on May 15, 2017 at 05:30 AM
Users have reported that the form hangs after they click the next button. I tried to reproduce the error - the first time I was taken through to the paypal site for payment, but every subsequent test produces the same error and the next button hangs on "please wait".
- JotForm DeveloperHelenAnswered on May 15, 2017 at 06:18 AM
Thank you for contacting us.
I checked your form and I could not reproduce the same issue on my side. I could submit your form successfully and it directed me to the PayPal site each time I hit the submit button.
This is the screenshot of Paypal:
I have cleared your form caches. Could you please clear your Browser caches and try to replicate the issue again?
Also, if you embedded your form to any website, please provide us direct URL of your website.
Please let us know if the issue still persists.
- ysmeninternationalAnswered on May 15, 2017 at 06:43 AMClearing the cache did not work but clearing the cookies does. I was able
to proceed to the paypal page but this only worked a couple of times before
getting the same problem again. The first couple of attempts triggers a
security challenge from paypal but after a few submissions, finally it
causes the page to hang again and not proceed to paypal.
I know normally users will not be accessing the form as much as we are now
during testing but asking our users to clear their cookies will not
normally be an option. They are usually elderly... I wonder if this issue
with the cookies will affect normal users, just using it one time. Most of
the problems are reported by people testing the form, and not actually
submitting a payment.
We also have the form embedded. The direct URL to the website is
- JotForm SupportcandyAnswered on May 15, 2017 at 08:01 AM
I have tested your form embedded in your website. I was able to reproduce the issue only on Google Chrome. After submitting the form, if I use the Back button of the web browser and fulfill the form again, the submit button stuck on "Please Wait..." on Google Chrome after pressing it.
Besides, I did not experience the same problem on Mozilla Firefox and Safari.
I have forwarded this issue to our software development team in order to investigate it further. We are going to inform you regarding the problem.
Maybe, you can consider adding a note for your users to use the form on Mozilla Firefox or Safari until we will solve the problem.
Thanks in advance for your patience.
- JotForm SupportcandyAnswered on May 15, 2017 at 09:32 AM
We have investigated the issue further and we have seen that you have two Google Invisible Re-Captcha widgets in the form as you can see the screenshot below:
When you delete them, you will not experience the problem. So, please remove them until our software development team will investigate the issue further.
You can test the following form URL on my side without the Google Invisible Re-captcha widgets: https://form.jotform.com/71343390223953
- JotForm SupportwidgetsAnswered on May 23, 2017 at 12:37 AM
Hi we apologize for the late response. Google Invisible reCaptcha should now working as expected. It sometimes bring up a challenge to complete the process. Please try it out and let us know if the problem persist.