Submit button does NOT proceed

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    Household_Assistance
    Asked on June 14, 2021 at 10:01 AM

    Jotform Support,

    Over the last month, there have been several incidents where an applicant completes all the questions of our applications (Build 202084439657057) then attempts to Submit but the application will NOT proceed nor ever submits but just stays stuck at the final page no matter how many times the Submit button is clicked. As the frequency has increased over the last couple of weeks, this raises concerns but just this morning the SAME person has had the SAME issue twice (last week and today). Last week, I had them confirm the browser is up to date which they updated then were able to proceed but this happened again today (2021JUN14) which they had confirmed the browser version before starting this latest time.

    The fact that this continues to happen is disconcerting and it is most dishearting to have to tell applicants that they just have to try again (not even knowing if it will work the next time). Can you please investigate and reply with any status?

    Thanks in advance for your assistance,

    Rick

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    gerardw
    Answered on June 14, 2021 at 10:51 AM

    Firstly I would suggest that you enable the Save and Continue Later feature on the form so that it appears on each page of your form - https://www.jotform.com/help/227-how-to-enable-autofill-on-forms.

    It is good to add this feature on lengthy multi-page forms such as yours so that users do not lose their entered data.

    Upon checking your form, the form does not move forward and gets stucks at page 4, 6 or 9 due to the conditions below:

    1623682224_60c76cb056d9a_1406_12.png

    Try using Skip to instead of Hide on these conditions and then let us know.

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    Household_Assistance
    Answered on June 15, 2021 at 09:41 AM

    Dear Gerard,

      As for pages 4, 6, and 9, our form was purposefully setup to STOP (not get "stuck") to indicate the applicant did not meet our qualifications (since Jotform does not provide any means to process a "disqualification" in order to tabulate both successful and/or disqualified applications).

      Many of our applicants are without much means which is why they are requesting assistance and generally just use the application only once (though there are a couple of agencies that assist clients in completing the applications hence the same person having this issue twice) and many do NOT have an e-mail address as well as struggle with computer devices and technology. Using the "Save and Continue" would REQUIRE applicants to have an e-mail then perform the additional steps of creating a Jotform account to access the "Save and Continue" feature which for most of our applicants who only use our application ONCE, this would incur more effort than the application itself.  Even if the "Save and Continue" feature were implemented, it does NOT address the issue of why the Submit button is unable to proceed.


      Can you actually investigate why the Submit button does not proceed?


    Please advise,

    Rick

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    Nik_M
    Answered on June 15, 2021 at 11:36 AM

    Hi Rick,

    Apologize for the inconvenience this may have caused.

    I cloned your form and made a few test submissions, but I was unable to replicate the issue you reported. It will be had to troubleshoot the issue if we can't replicate it. Do you know if those users saw some error message when they tried to submit the form?

    If your form is embedded, please provide us the webpage URL and tell us if we have permission to test it.

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    Household_Assistance
    Answered on June 15, 2021 at 05:36 PM

    Dear Nik,

      Applicants access this form through our webpage which uses the following link:

            https://form.jotform.com/Household_Assistance/BSC-HA_Main

    If by "test", you mean use the form and try making various edits/changes to see if that will fix the problem THEN NO since this is our production form and we cannot risk any disruption to our services.

    If by "test", you mean to actually go through the form as though you were an applicant requesting assistance and finding out when you get to the end that the Submit button will not proceed THEN YES you can "test" but please use the work "TEST" in the First and Last Name fields when prompted so our case managers will know that these are "tests".

    I realize that this issue is intermittent and does not lend itself to definitive trouble-shooting techniques but our concern is that this issue has become more frequent recently so not certain if it is getting worse or not.


    Thanks in advance for your time and consideration,

    Rick


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    gerardw
    Answered on June 15, 2021 at 10:24 PM

    Thanks for the confirmation and for letting us test submit your form.

    I have now sent a submission on your form and it submitted fine without any issues:

    1623809982_60c95fbeeb638_1606_1.png

    I have additionally cleared the form cache on your account. Could you test this from your end too? You may delete my test submission.

    If this same issue crops up again, please provide us the screenshot of the console log of the browser used to test the form: https://www.jotform.com/help/453-how-to-get-a-console-report-from-most-common-browsers

    Here is how you can attach a screenshot on this ticket: https://www.jotform.com/help/438-how-to-post-screenshots-to-our-support-forum

    Apart from the please let us know if the persons who noted this error were testing the form using their web browser or using their mobile devices.