User unable to submit application

  • Profile Image
    salef
    Asked on April 16, 2019 at 02:35 PM

    I have an user who can not submit the created application because "[She's] uploaded all the documents needed but it says it’s missing. And after [she goes] back every document uploaded deletes itself."

    I have asked for the following information from them:

    1) What device you are using? Chromebook

    2) What web browser are you using? google chrome

    3) Are you using the most up to date browser? up to date

    4) How many attempts have you made in submitting your documents? 6 times

    5) How many attempts have you made in submitting the application? 6 times


    User has still been unable to submit application. This is the third email I have received regarding problems with submitting the application. There are about 100 users who have started the application, and only 3 have officially submitted.


    This happened last year as well, and I was assured it was a user issue, not an application issue.

  • Profile Image
    Nick_So
    Answered on April 16, 2019 at 05:10 PM

    I have cloned this form and tried to replicate the issue. However, the form got submitted without any errors. If a user accidentally skips the required field with the help of the progress bar and after that when he/she will try to review and submit the form, they will get a message that "There are some errors on the form...".

    So once the user goes back to correct the errors, the attachments will still be there. Please find the screencast below:

    1555448782sc1.gif

    Can you please confirm if this is not the case with users and they are having any issues?

    Looking forward to your response.

  • Profile Image
    salef
    Answered on April 16, 2019 at 06:26 PM

     They said that when they would submit, the documents they had uploaded would get deleted.

  • Profile Image
    jherwin
    Answered on April 16, 2019 at 09:35 PM

    I have tested your form and I can not replicate the issue as well, see screencast below.
    1555464791test1.gif

    Are you able to replicate the issue mentioned by your users? If they sent you a screencast, can you send it to us as well so we can further investigate this issue?

    Try to test submit the form on your end and let us know how it goes.