HIPAA form: Not Able to submit the form

  • Profile Image
    geo.awad
    Asked on June 26, 2021 at 10:22 PM

    Hi,

    I have a HIPA compliant account. I created a form but when testing it, it got stuck after hitting "Submit"!! and just stopped at "Please wait". After googling a bit the issue, I suspect that encryption may be the cause. Now, I am trying to disable this option but can't find it under form setting!!

    Where can I find it please?, or is it the case that all HIPA compliant need to be encrypted by default and can't be changed/disabled??

    Otherwise, can you please help me get the form working?

    Thanks!

  • Profile Image
    Bojan_J
    Answered on June 27, 2021 at 08:51 AM

    Greetings.

    All forms in the HIPAA account have encryption enabled by default, and it is not possible to disable it. Since you have multiple forms on your account, please let us know on what form the problem is so we can test it.

    Thank you for your cooperation.

  • Profile Image
    geo.awad
    Answered on June 27, 2021 at 09:20 AM
  • Profile Image
    Ahmed_S
    Answered on June 27, 2021 at 05:35 PM

    Greetings,

    I have checked your form and was able to replicate the issue.

    1624828688_60d8eb10ccba7_4.png

    Please disable the Send Post Data option in the settings since this mostly causes this issue if not used in the needed scenarios, please check this guide for more details.

    How to Post Submission Data to Thank You Page

    1624828891_60d8ebdb57dc3_5.png

    I also found the below duplicated conditions, although this is not the cause of the reported issue but as a matter of optimization it's better to delete these duplicated conditions.

    1624829540_60d8ee6453471_6.png

    Please give it a try and let us know if you need further assistance, we are happy to help.


  • Profile Image
    geo.awad
    Answered on June 27, 2021 at 06:13 PM

    Hello,


    I disabled the send post data option. Tested again but still , it freezes after submission on please wait.

    Also, the conditions you refered to are not duplicates..the 3 of them are different than each other..

    Can you please look into the issue again and let me know what's wrong and how to fix it??


    Thanks



  • Profile Image
    Kenneth_C
    Answered on June 28, 2021 at 03:30 AM

    Hi there,

    I cloned and tested the form, and I was able to successfully submit it:

    1624865318_60d97a26848ad_h1.png

    Is the form embedded on a website?

    If so, can you please share with us the link so we can check?

    Also, can we have your permission to make a test submission on your live form?

    Awaiting your response.

    Best.

  • Profile Image
    geo.awad
    Answered on June 28, 2021 at 07:33 AM

    Hi

    It's not embedded on any website yet. I just finished developing it and need to test it out, etc.

    You can submit live. Please let me know how to make it work?.. thanks very much!







  • Profile Image
    Jovanne_A
    Answered on June 28, 2021 at 08:32 AM

    Hi,

    I checked and tried to send a test submission to your form, and I could replicate the issue. I will report the issue to our developers for further checking. We will inform you here as soon as we have more information.

    Our opologies for the inconvenience.

    Thank you.

  • Profile Image
    geo.awad
    Answered on June 28, 2021 at 01:45 PM

    Thanks. I will be waiting to hear more guidance on the issue and how to move forward.

  • Profile Image
    geo.awad
    Answered on June 30, 2021 at 09:04 AM

    Hello again

    Can you please let me know about the status of fixing this form??, I don't see activity on the form data analytics for 2 days. Is there anyone looking at it??

  • Profile Image
    Bojan_J
    Answered on June 30, 2021 at 10:09 AM

    Greetings.

    Your problem is set as Important. As soon as we have more information from our Developers, we will let you know.

    Thank you for your patience.

  • Profile Image
    geo.awad
    Answered on July 02, 2021 at 09:07 AM

    Thanks for your reply.

    Can you please provide an estimated date?? I need to know if we should continue waiting OR seriously start looking into another platforms..

    How long does it usually take to get back to customers on these issues?

  • Profile Image
    Bojan_J
    Answered on July 02, 2021 at 10:19 AM

    Greetings.

    Unfortunately, we are unable to let you know an estimated time when the problem will be resolved. I will send a message to our Developers to see if there are any updates.

    Thank you for your understanding.