The system is not letting users submit the form

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    kayahn
    Asked on June 29, 2020 at 08:23 PM

    Hello, I've received 3 complaints from different users today regarding the system not letting the users submit their completed forms.

    The users have described to me that when they completed all required fields and pressed "submit" button, the system would throw an error saying some fields were not filled out when in fact they were. It seems that the fields in question differ by users; some said it was the "sexual orientation" and others have said "date of birth" and "sex". 

    Could you take a look at the form and let me know why this issue is occurring? I've tried to replicate the issue by submitting a form but was unsuccessful (as in I was able to submit the form). The users who have filed complaints used various systems, some OS X and MS 10. They've all said they tried to reboot their computer and erasing app and reopening, but kept facing the same issue. 

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    jherwin
    Answered on June 29, 2020 at 11:09 PM

    Are they facing this issue on the standalone form or on the webpage where the form is embedded? Could you please provide the webpage URL you have embedded the form if this issue encounters on your webpage?

    If the issue is in the standalone form only, Could you let us know if we can send a test submission to the form to test it from our end?

    Also, if you can get what OS and browser they use to submit the form, it will help us troubleshoot the issue they/you reported.

    Looking forward to your response.

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    kayahn
    Answered on June 30, 2020 at 01:18 PM

    Hello, they are facing the issue on a standalone form. The form is not embedded on any page; only the link is provided on the web page which directs them to the standalone form. 

    Yes, you can send a test submission to the form. I'm not sure which exact systems were used, but what I've received so far are: Mac lab, windows 10, and a cellphone. 

    Thank you,

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    KrisLei
    Answered on June 30, 2020 at 03:23 PM

    Hi,

    I'm able to submit the form on my end using the direct link or the stand-alone form.  I have also cloned your form and able to run a test submission on it as well, without any issues.  I have also checked the form fields that you have mentioned wherein the users are having issues, and I can't seem to find any issues with the fields.

    I'm suspecting that they've skipped a required field and they are showing a field validation error so they are unable to submit the form. Is it possible to request a screenshot of the error or when they encounter the issue again? You may provide us the screenshot by posting it here on the ticket and by following this guide: How-to-Post-Screenshots-to-Our-Support-Forum. Please note that we can't view or access images attached to emails.

    I have also cleared your form cache on our end, let's see if it will make a difference.

    Thank you. Looking forward to your response.

  • Profile Image
    kayahn
    Answered on June 30, 2020 at 03:28 PM

    Hello, 

    As mentioned above, the users have described to me that when they completed all required fields and pressed "submit" button, the system would throw an error saying some fields were not filled out when in fact they were. Given this issue reoccurred to 3 different people using different system, I don't think it is an issue of the users not completing the required fields.

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    KrisLei
    Answered on June 30, 2020 at 05:30 PM

    Thank you for the clarification. 

    On the test submission that I have made I used the Chrome browser in Windows 10. 

     The users who have filed complaints used various systems, some OS X and MS 10.

    Is it possible to get the Console Report Logs from the users while they are experiencing the problem? How-to-get-a-console-report-from-most-common-browsers

    Then share the screenshot us the screenshot by posting it here on the ticket?  How-to-Post-Screenshots-to-Our-Support-Forum

    In this way, we can identify what's causing the issue on their end since I can't replicate the problem using my own system. Thank you.

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    BroadfordCC
    Answered on June 30, 2020 at 05:40 PM

    mine is the same

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    Kenneth_C
    Answered on June 30, 2020 at 09:51 PM

    Hi there,

    Apologies for the inconvenience, I have tested the form on a Mac OS and I did not have any issue:

    1593567885n1.png

    I also checked your Form settings and the Unique Submissions are not enabled which would prevent users from submitting the form.

    Console Reports as my colleague mentioned above would help us in identifying the issue, we hope that you can request your users to submit it for us to do some investigation and prevent this from reoccurring.

    Thank you for your patience.

    Best.