Form not submitting, user completes the form, but never arrives with us

  • Profile Image
    wahineconnect
    Asked on May 25, 2020 at 01:59 PM

    Hi there

    We have been having regular issues with one of the jotforms embedded in our website not submitting its content. The user completes the form and it then appears to have been sent but never arrives with us . At the moment we estimate it's close to half of the forms being completed but it's hard to know for sure. Is this common and do you have any suggestions for how we might alleviate this?

    It seems to be when forms are being completed in the Chrome browser or via phone. Are you looking to increase compatibility with all browsers also?

    thanks

  • Profile Image
    Amin_N
    Answered on May 25, 2020 at 02:27 PM

    Hi there, @wahineconnect!

    Thanks for reaching out to us!

    We sincerely apologize for any inconvenience you may have encountered.

    Kindly be informed that a wide variety of browsers are supported, including Chrome and mobile browsers.

    Upon checking your account, I've found that you have several forms associated to it.

    Could you please provide us with name or URL of the form with which you're experiencing this issue and where it's embedded, so that we can better assist you?

    We're patiently waiting for your response.

  • Profile Image
    wahineconnect
    Answered on May 26, 2020 at 01:28 PM

    Hi there

    The form is called 'Wahine Connect - mentor registration'. It currently has 283 submissions.

    And it is embedded here - https://www.wahineconnect.nz/mentors/

    Thank you

    Rachel

  • Profile Image
    Amin_N
    Answered on May 26, 2020 at 03:03 PM

    Hi again, Rachel!

    Thanks for providing the website URL.

    Kindly note that I have successfully test-submitted the embedded form using Firefox and Chrome browsers.

    Firefox:

    1590519615test-submit.gif

    Chrome:

    1590519650chrome-submit-test.gif

    As you can see in my both screen recordings above, I was able to submit the form and see the thank-you page with no issues at all.

    That's why I would like to kindly ask you to clear your browser cache and give it another try.

    We're patiently waiting for your response.

  • Profile Image
    Rachel 
    Answered on June 02, 2020 at 05:00 PM

    Thank you. Yes those forms came through. The form does work a lot of the time but there are also a number of times when it doesn't.

    We had wondered whether there was a bug in one of the fields. Can one of your technicians please run a diagnostic to see if there is a bug hidden in one of the questions?

    Thank you

  • Profile Image
    Mike
    Answered on June 02, 2020 at 09:04 PM

    Do you have the Ajax loading option enabled for your Squarespace website by any chance? The Ajax loading may conflict with embedded 3rd party content like Jotform, so if it is enabled I would like to suggest disabling it.

  • Profile Image
    wahineconnect
    Answered on June 04, 2020 at 02:07 AM

    Thank you for the suggestion. We have the bedford template on Squarespace and that doesn't appear to support Ajax loading.

    Are you able to please get somebody to run a diagnostic on that form?

    Thank you

  • Profile Image
    Anita_K
    Answered on June 04, 2020 at 06:10 AM

    Hi,

    I have made a test submission from mobile using Chrome. The Thank you page got displayed, and as far as I can see the submission was recorded.

    Can you please confirm this?

    Any additional information would be very useful on this. Just to clarify, the user submits the form, the thank you page gets displayed, but the submission doesn't get recorded?

    Looking forward to your answer.

  • Profile Image
    wahineconnect
    Answered on June 06, 2020 at 08:47 PM

    Hello

    Yes confirming the submission came through at our end.  I don't believe the user gets the thank you page so something goes wrong before then.  And we don't get the form at all.

    But like I said it doesn't happen with every submission, it seems to be random as to when it works and when it doesn't which is what made us think there might be a bug somewhere.

    Has anybody had a chance to run a diagnostic?

    thank you

  • Profile Image
    BDAVID
    Answered on June 07, 2020 at 12:51 AM

    Hi, the diagnostic we run is actually doing a real submission in order to reproduce the issues. No issues have been found so far. 

    I would suggest you to try using a different embedding method to see if it makes a difference. Please try using the Iframe code: https://www.jotform.com/help/148-Getting-the-Form-iFrame-Code

    If the issue persists, is it possible that you could ask those users, who experience the issue, to share with you a screenshot of what they get when they submit the form? Then, you can share it here: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum