Problem on submitting

  • Profile Image
    m.hkimi.1996
    Asked on November 15, 2021 at 03:53 AM

    Hi Support Team,

    After we filled up the form and need to click the submit button, it shows "please wait..." for a long time. Few people experienced the same thing. Kindly help. Thanks.


    Regards,

    Azira

  • Profile Image
    Basil_A
    Answered on November 15, 2021 at 04:59 AM

    Hi,

    I have cloned your form and tested it and it appears to be working normally:

    1636970328_61922f58edc10_

    Can you please test the form again?

    Is your form embedded in a web page?

    Can we make a test submission to your form?

    Looking forward to your reply.

  • Profile Image
    m.hkimi.1996
    Answered on November 15, 2021 at 09:35 PM

    Hi, our employees use own cellphone to submit the form and we blast out the form using QR code and link only. We don't embedded in a web page. Only some of them experienced this lag, so I am not sure how to give solution to them. Yes, you can make test submission using several model of cellphones to see how it goes. Thanks.

  • Profile Image
    Cecile_A
    Answered on November 15, 2021 at 10:16 PM

    Hello,

    I sent a test submission to your form using my mobile phone (iPhone 8+, Safari). However, I was unable to replicate the issue. See demo below.

    1637032431_619321ef91c8d_trim.295ADB6E-8

    I have cleared your form caches. If the issue persists, I suggest that you advise your employees to clear their browser's cache or use a different browser and make sure that the browser is updated.

    Thank you.

  • Profile Image
    m.hkimi.1996
    Answered on November 17, 2021 at 09:56 PM

    Good day,

    Thank you for your response. First of all, we expand this form to our employees- estimated 1000/ daily basis. Out of this, we noticed 10% unable to submit due to pending submission "please wait".

    We jump into several hypothesis :

    • Hypothesis 1 : Loading submission -> clear cache -> try again -> cannot
    • Hypothesis 2: Loading submission -> restart phone -> try again -> cannot
    • Hypothesis 3: Loading submission -> use different browser -> try again -> cannot
    • Hypothesis 4: Loading submission -> spam try -> cannot -> try for next few hours -> sometimes can, sometimes cannot
    • Hypothesis 5: Loading submission -> use different electronic devices (other phone, laptop or PC) to submit -> can

    Based on this, can we conclude that it is due to device itself? However, I believe it's not due to phone model since we identified same model, but still encountered above issue - sometimes can, sometimes cannot.

    It is right to say that, connectivity issue or tied-up with IP or server related problem?

    How can we find the solution to this?

    Waiting your prompt reply. Thank you for your attention.


  • Profile Image
    Laura_L
    Answered on November 17, 2021 at 10:37 PM

    Hi,

    Thank you for also looking into this on your side.

    This might be a device or internet connection-related issue.
    To cross off internet connection-related issues, can I confirm that when the employees are using their mobile phones to fill out the form, they are connected to Wi-Fi, or have high-speed internet on their phone?

    Also, could you let us know one of the mobile devices models that your employees are using, so that we can test the issue on the exact same model?