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    NEXT button not working for ALL customers, just some.

    Asked by jonsan32 on March 08, 2011 at 11:51 AM

    Some customers are calling in saying our Next button doesn't function properly. We get about 30 submissions a day, but there are always 2 people a day that call in saying it wouldn't work for them. They say they try multiple times, and the Next button on any given page won't press. I haven't been able to replicate this myself, but it is an ongoing issue. Is there anything I can do to prevent this from happening?

    Here's the forms location: http://jamball.com/2010/11/individual.html 

     

    I was thinking it might have something to do with simultaneous entries, the browser they're using, cookies being disabled??? Only thing is they say SOME of the Next buttons work... There are no conditions I've set that would cause this, and - again - I cannot replicate this issue.

    Page URL:
    http://jamball.com/2010/11/individual.html

    next button Submissions
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    Answered by techinso on March 10, 2011 at 02:10 AM

    Hello,

     

    This does seem like a browser-related issue. I have tested your form but did not manage to re-create the issue on my end either. Since the forms rely on JavaScript, you may ask your subscribers to check whether the JavaScript is enabled for their browsers (or try with a different browser to verify that this is in fact a browser-based issue). Additionally, if you provide us with the browser type (and version) of at least one of your subscribers, who experiences such issues, I will try to re-create the issue with the exact same conditions. If only part of the Next buttons are not working for that particular subscriber, I will also need to know which ones and which answers were chosen prior that.

     

    I am looking forward to your reply.

     

    Best Regards,

    Yanislav Ivanov

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    Answered by jonsan32 on March 12, 2011 at 03:16 PM

    Yes, I've questioned some more recent customers, and they all have the same thing in common: IE. Now I hate that browser just like everyone else, but 46% of my site users use it... so I'm stuck. Are there any fixes.

     

    So far I'm just leading people having trouble to this page of explanations: http://www.jamball.com/2011/03/solutions.html

     

    Let me know if I can add/detract anything from that solution page, or if there's any line of code I can add to ensure this works for everyone. I'd say every 1 and 10 customers reports an issue, while 1 and 40 can't do it at all. Our biggest week of the year is coming up in 10 days, and it would be great to have this resolved by then. Thanks a ton!

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    JotForm Support

    Answered by mliz on March 15, 2011 at 09:43 PM

    Hi there,

    It would also be a good idea to disable display of notification error within IE settings.

    This can be done in: Tools > Internet Options > Advanced Tab >
    Go to Browsing > Display a notification about every script error.

    In IE8 if you want to check for errors in the code you can use the  built in Developer Tool
    once the page loads just press on F12.

    Hope this helps.

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    Answered by kmbold on May 15, 2015 at 03:12 PM
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    Answered by kmbold on May 15, 2015 at 03:38 PM

    Here are screenshots of us replicating the problem that Jotform Support can't seem to figure out.  Jotform Support, a recommendation -- how about seeing what tools in the form clients are using? What integrations? What web browser platforms?  Take a look at the screenshots below taken using Chrome, with Stripe integration.  Using the browser, on the same page with the same form reloading after 4 times.  We got same results using cell phones.   

    Some user's customers will not get it to work and they can lose business. Our demo is for Stripe support, that means filling out a form is revenue and if that does not work then business is lost!!  Apparently JotForm support cannot figure this out and tell clients to "use the

    Apparently JotForm support cannot figure this out and tell clients to "use the built-in Developer Tool".  We are demoing Jotform. I have personally used Wufoo, Gravity, and Formstack and the level of support is lacking to say the least. There are TONS of clients experiencing problems. I would recommend getting developers on it, instead of telling customers to use IE8 Development tools. Thanks in advance for looking into this

    We have tried this on several different computers and even on two Android cell phones with different people.  

     [Screenshot one -- loading with both buttons, thus form will not work (advance to next page)]

     [Screenshot two -- loading with both buttons, thus form will work (advance to next page)]

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    JotForm Support

    Answered by jonathan on May 15, 2015 at 05:07 PM

    @kmbold

    I have created a separate thread for your concern here http://www.jotform.com/answers/570749

    we will attend to it shortly.

    Thank you.