How can I find out what is wrong with my submit button?

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    elpepe67
    Asked on August 27, 2014 at 02:29 PM

    I have a form embedded on our website that some have mentioned that the submit button does not work for them.  They say the click on it but nothing happens.  One said that they click on it and it sends them back to our home screen (technically speaking;not sure how that happens).  I am not sure how many are encountering this issue since we have hundreds on our emailing list.  As far as I can see, we are getting the majority of them.  What could be the issue on the others? And is there a way of finding out who tried to submit a form?

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    david
    Answered on August 27, 2014 at 04:36 PM

    Hi,

    Unfortunately there is no way to see who attempted to submit a form.  Data is only collected if the submission is completed.  I made a copy of your webpage and embedded a cloned version of you form to it and each submission I made went through without issue.  I did not see any external files referenced in your code so I'm pretty sure my test environment is the same as your page minus the images.

    It is possible that some of your users may experience connectivity issues and such while filling out the form and then be unable to complete their submission.  Your form and the embedded version of it, both appear to be working correctly though.

    Here is my test page if you would like to send any test submissions:

    Test Page

    Please let us know if you have any further questions and we will be happy to help.

    Thank you for using JotForm!

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    elpepe67
    Answered on August 27, 2014 at 04:38 PM

    David,

    This form is fill out by teachers.  I know that school district's firewalls are strict.  Could this be a culprit as well?

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    david
    Answered on August 27, 2014 at 06:05 PM

    If the firewall was an issue, it would be an all or nothing type issue.  Firewalls either let things through or they don't.  You would not get just some of them, so I do not believe that is the issue unless you have an entire school unable to submit the form.  As for the submit button taking the user back to the home page, there is a "Back" button in the top right of the page that does indeed take you back to the home page.  Is it possible they may have clicked that instead?

    If the majority are in fact coming through.  You could always setup a form autoresponder to give your users a receipt of sorts:

    http://www.jotform.com/help/26-Creating-a-Form-Autoresponder

    This way they will know whether or not their submission completed.

    Let us know if your users are still having issues and we will see what else we can find.

    Thank you for using JotForm!

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    elpepe67
    Answered on August 28, 2014 at 08:52 AM

    David,

    We are still getting teachers calling us or sending us emails about the submit button not working.  The autoresponder will not work if they can't submit.  They keep saying they fill out all the fields but when the click on the submit button, nothing happens.  The button just does not work for some.  Let me know what can be done with this because we can't have an unreliable online form.

     

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    aytekin
    Answered on August 28, 2014 at 10:33 AM

    Just tested the form and I was able to submit it successfully.

     

    http://www.jast.org/Programs/forms/request-cb.htm

     

    Can you find out if the problem continues on their end and what kind of browser they are using? It could be a browser related problem. 

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    elpepe67
    Answered on August 28, 2014 at 10:45 AM

    David,

    It's obviously not working for several.  We have 21 teachers from different schools and different school districts that have called or emailed us that it's not working.  I can use the form all day long and it works for me but that doesn't mean everything is working fine because 21 of our teachers, so far, have told us its not.  Could it be the widget I'm using?  I have another form without the widget and have no issues.

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    Welvin
    Answered on August 28, 2014 at 12:00 PM

    Please try re-embedding your form using our iFrame method: http://www.jotform.com/help/148-Getting-the-Form-iFrame-Code. If it's the submit button not working that is caused by a possible script conflict, then iframe method could fix it.

    Thank you!

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    elpepe67
    Answered on August 28, 2014 at 12:14 PM

    I originally used the iFrame method.  This morning I was trying to figure out what it could be and remembered that I did not use the iFrame method on another form that is working.  So I decided to change this one to your embed method.  I haven't received any complaints since then. I'm crossing my fingers.

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    Welvin
    Answered on August 28, 2014 at 12:41 PM

    Thank you for letting me know! So I think the problem is now resolved. Hopefully, the issue won't happen again.

    Should you need any further assistance, please do not hesitate to contact us.

    Thank you!