Issue with submission button not activating

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    Jay Tsogtbaatar 
    Asked on June 03, 2021 at 11:26 PM

    Hi Jotform team,

    I am providing link to a screen recorded video of our Jotform page where we ask our customers to submit their requests. Unfortunately, you will see that although there are no errors shown on the screen, a user still can't complete the task with submit button (very last step in the process). It just won't go through and keeps saying loading.

    Can you take a look into this and let us know if you can fix it?

    Best,

    Jay


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    JohnRex
    Answered on June 04, 2021 at 07:24 AM

    Hello Jay - I've cloned the form and made a couple of test submissions. However, I can't seem to replicate the issue.

    Here's my first test: https://www.loom.com/share/bc093d6aceff4b2ab334621ce8040aa8

    And here's my second test: https://www.loom.com/share/417e08a411824757abf1fd70d60fa0a1

    I was able to submit the form with no issues.

    I have tried clearing your form caches. Could you please try submitting again?

    If it still persists, please allow us to make test submissions to your form and see if we can reproduce the problem.

  • Profile Image
    Jay Tsogtbaatar 
    Answered on June 07, 2021 at 12:59 AM

    Hi John,

    Our team is still facing the issue. Can you please test it yourself via the link below? Hope we can resolve this issue soon.

    https://form.jotform.com/210202656270444

    Thanks,

    Jay

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    Vanessa_T
    Answered on June 07, 2021 at 02:54 AM

    I just tried filling out your form and at first, I filled it out with English and was prompted an error, so I filled it out with Russian text and was able to submit it just fine.

    Kindly share with us the details of the browser and device you've used where you were able to replicate the issue.

    Please also share the console logs.

    How-to-get-a-console-report-from-most-common-browsers

  • Profile Image
    Jay Tsogtbaatar 
    Answered on June 07, 2021 at 10:20 PM

    Hi Vanessa:

    We used google chrome on Windows OS desktop for documentation purposes. However, the issue mostly persists when one tries to submit the form on mobile. To give you some transparency, we have a chatbot on messenger with a link to our jotform interface and as you know the jotform opens within the chatbot environment.

    I have asked our team members to send over the consoles when the issue persists.

    Thanks,
    Jay

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    Vanessa_T
    Answered on June 08, 2021 at 12:20 AM

    Thank you for sharing more details.

    Please allow me some time to check this further using the same environment. Will get back to you afterwards.

  • Profile Image
    Vanessa_T
    Answered on June 08, 2021 at 12:38 AM

    Thank you for patiently waiting.

    Unfortunately, I was still unable to replicate the issue on my cloned form.

    I cloned your form, send it in Facebook Messenger and clicked the link within the chat which then opens the messenger's internal browser.

    After clicking the Submit button it was submitted just fine.

    Screencast: FB Messenger simulation

    Would you mind sharing your FB page so we can try to make a test submission directly from your own form?

    By the way, I am using an Android phone. If there's a specific device type where the issue persists, do let us know as well.

  • Profile Image
    Jay Tsogtbaatar 
    Answered on June 08, 2021 at 12:49 AM

    Hi Vanessa:

    Another hopefully quick question.

    While one of our guys was trying to screen record the submit button issue, he ran into signature error issue as well. Can you please take a look at it? I am attaching screenshots of the console.

    Thanks,

    Jay1623127739_60bef6bb97a5d_192277020_139471623127739_60bef6bb6eebb_191103618_522941623127738_60bef6bac61dd_Capture.PNG

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    Vanessa_T
    Answered on June 08, 2021 at 02:37 AM

    Will be answering your question on a separate ticket linked below:

    https://www.jotform.com/answers/3146421