Users getting error message upon form submission

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    Asked on June 22, 2017 at 06:04 PM

    Client reports that over the last several weeks some users are intermittently receiving an error message upon submission. Looks like perhaps a failed redirect but we're not receiving any confirmation e-mails which leads us to believe the issue happens before the submission is fully processed and the "redirect to external link" option is fired. FWIW in our case it is:{pdf-link}




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    Answered on June 22, 2017 at 07:05 PM

    Can you try doing a real submission in your form in order to test it?

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    Answered on June 22, 2017 at 09:22 PM

    If absolutely necessary, yes I can do so, though it will entail running a credit card and coordinating the voiding of said charge.

    I'm concerned that such troubleshooting won't necessarily get to the root of the problem since there seem to be recent submissions that have gone through successfully while others have experienced this issue, with no discernible rhyme or reason as to why.

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    Answered on June 22, 2017 at 10:39 PM

    Hello dekode,

    I did check your form and found that you have added Stripe payment tool. Please note that you can change the "Mode" of Stripe payment tool to "Test Mode" so that we can test the issue you are having. Please check the screenshot below:


    I do not believe the issue is related to your form. I did clone your form and it seems to work as expected. Please test the following cloned form and see if you are able to replicate the issue:

    We will wait for your response.

    Thank you!

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    Answered on June 23, 2017 at 05:56 PM

    Just tested with the cloned form, intentionally using an invalid card number. I received an error message about the card validity and then clicked on the "go back" link. Now the form has lost all of my entries! Is this normal behavior??

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    Answered on June 23, 2017 at 07:29 PM

    I also test my colleague demo form but I could not reproduce the lost of entries when using BACK on the form.

    You can review the video of my test below.

    As you can see on the video I was still able to complete the submission also after correcting the test credit card number.

    The saved session data on the form was retained because Autofill feature on the form was enabled.

    Did you perhaps refreshed the browser? Refreshing the browser will be the only way the saved session data will be cleared on the form.

    I suggest you retry the test. Try also checking if your browser is actually allowing saved form data. 

    I hope this help. Let us know if you need further assistance.