This site can't be reached error messages when submitting

  • Profile Image
    DiscoveryCharterSchools
    Asked on October 13, 2021 at 01:43 PM

    We have a very very important donation form for our school. It is where the parents make their annual donation to us (very critical for us!) This form seems to be having problems... People are getting an error message saying the site can not be reached. When trying again they get the duplicate submission message..

    1634146933_61671a750b33a_

    1634146962_61671a92ad8fb_

  • Profile Image
    parker
    Answered on October 13, 2021 at 03:14 PM

    Hello,

    In making a clone of your form and testing this I too was getting a this page can't be reached.

    Do the funds actually show up in your Authorize.net account as the submission went through for me but it was just directed to the error.

    I'm going to escalate this issue, but please check if the funds went through for you as they did for me, so we can add that in the description if we need to.


  • Profile Image
    DiscoveryCharterSchools
    Answered on October 13, 2021 at 03:38 PM

    Yes I do believe the transaction is going through to Authorize.

  • Profile Image
    parker
    Answered on October 13, 2021 at 05:03 PM

    Hello,

    Thanks for confirming that it's just directing to an error page but the submissions are still going through.

    When more information is found out on the escalation you'll be notified via this ticket.

  • Profile Image
    DiscoveryCharterSchools
    Answered on October 18, 2021 at 03:57 PM

    Do we have an update on this? This is our school fund drive form and this is a really big problem for us!

  • Profile Image
    parker
    Answered on October 18, 2021 at 05:08 PM

    Hello,

    Unfortunately there's no new updates at this time. Do you have any other payment processors you could try if you need this ASAP since this error seems to be associated with Authorize.net. If you have PayPal, Stripe, Square or any others you could swap this out and see if those work.

  • Profile Image
    DiscoveryCharterSchools
    Answered on October 18, 2021 at 05:44 PM

    I am bit confused when you say this is related to Authorize. We have other payment forms that use Authorize and they are working just fine. What makes this one different?

    No we do not have any alternative other then Authorize.

    Do you think if I recreate the form from scratch that this error will go away?

  • Profile Image
    parker
    Answered on October 18, 2021 at 07:18 PM

    Hello,

    I'm not sure what's wrong with this form, but when I cloned it and connected to Authorize.net I was getting the same error. That's why it's been escalated to the developers.

    If you want you can try creating this form again to see if that works, I probably wouldn't clone the form though as when I did I was still getting the errors you were.

  • Profile Image
    DiscoveryCharterSchools
    Answered on October 18, 2021 at 11:58 PM

    I have recreated the form (not cloned it) and I believe it is working. If not, I will create a new trouble ticket for it.


  • Profile Image
    Tommaso_F
    Answered on October 19, 2021 at 02:26 AM

    Hello there,

    Thank you for the follow-up.
    We see the escalation is still opened. Allow me to update it with the new information provided by you.

    We will be back to you as soon as possible.

  • Profile Image
    DiscoveryCharterSchools
    Answered on November 22, 2021 at 02:36 PM

    I wanted to get an update on this. We just had another person use this form and now it says Bad Donation but again the transaction goes through to authorize.


  • Profile Image
    parker
    Answered on November 22, 2021 at 03:46 PM

    Hello,

    The last thing you said was.

    "I have recreated the form (not cloned it) and I believe it is working. If not, I will create a new trouble ticket for it."

    Is the original issue back or is this a new one? Since the last update that was added was that it was working for you it might not have been addressed.

  • Profile Image
    DiscoveryCharterSchools
    Answered on November 22, 2021 at 05:05 PM

    It looks like someone used the old form. Sorry about that. I will disable the old one.

  • Profile Image
    olivia
    Answered on November 23, 2021 at 01:43 AM

    Hello,

    We are sorry for the issue you experienced.

    The issue is about your custom CSS you injected. I see that you need to change 'Recurring payments' text and you use css codes to do that but unfortunately this causes this unexpected issue.

    1637649630_619c8cde43c58_Screen%20Shot%2

    1637649630_619c8cde5ee1c_Screen Shot 202

    Could you please remove the custom css above? In this case, the issue will be fixed. We will also work on the css issue but if you need to use this form immediately, this will be the quickest fix for you.

    Thank you for your understanding.