Error when submitting

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    Leah Cody
    Asked on February 12, 2016 at 04:18 PM

    Many of my participants are saying they are receiving errors when attempting to submit forms through your service. It is not restricted to just one form. Can you resolve this issue or identify what may be causing it? It is quite frustrating for my participants and I.

    People get error and then re-submit, even when the form actually did save correctly. I'm ending up with people who submit the same form multiple times.

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    Answered on February 13, 2016 at 06:13 AM

    I do not see any other reports about the failing submissions, and my own forms seem to work fine at the moment.

    Has this issue with errors on submit started today, or is it happening for your users over a longer time period?

    Could you please let us know which of your forms is having this issue?

    If the form is embedded on your website, please try embedding it with the iFrame embed method, and see if it helps resolve the issue. If the issue persists, please provide a link to the page where the form is embedded, so that we can check for possible issues that may be causing it.

    We will await your response. Thank you.

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    Answered on February 17, 2016 at 11:03 AM

    Most of the complaints of errors are received for these two forms:

    Pharmacy Education Resources - Supervised Practice Documentation

    Faculty Guidance & Agreement

    They are not embedded. 

    Most of the complaints indicate that they either receive an error message on submission (which sometimes still actually submits to the form), or they get no error or confirmation email and it never gets into the form, or they get a real error and no submission is created.

    I've been unable to identify any consistency to the errors. 

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    Answered on February 17, 2016 at 12:40 PM

    Thank you for providing the forms and more details about the errors. I see that the forms are 51686245056156 and 50964753086868.

    I have cloned both of those forms into my account for initial testing, and they seem to be submitting fine from my account. My two clones are:

    Upon submitting them in several browsers, I didn't encounter any issues. The only thing I noticed is that your second form is using a non-existing page as its thank you page:

    I understand that your forms are being actively used in your production environment, so I didn't want to possibly disrupt your workflow by making test submissions unannounced / without permission. May we make test submissions on your forms to see if we can detect or replicate the issue?

    We would be testing over the links you provided:

    Thank you, and apologies for the inconvenience.

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    Answered on February 17, 2016 at 02:25 PM

    I couldn't get the error to reproduce either. 

    Feel free to test as long as it is obvious that it's you.

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    Answered on February 17, 2016 at 06:40 PM

    I also cloned your forms to test and was unable to reproduce any errors.  The forms seem to be working properly in each browser I tried.  I sent a test submission through your form and that went through without issue as well. 

    Unfortunately, we cannot account for all browsers and platforms.  If you are able to find a way to reproduce the issue from someone who cannot complete the form(browser settings anything of that nature) we will be happy to have another look.

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    Answered on February 18, 2016 at 09:51 AM

    Here is another instance where the forms are behaving strangely. Just received 5 copies of the same submission on form:

    How can a user submit a form 5 times at the same time? This is not the only instance of this, which you can see by the current multiple submissions. Can you identify anything about these users that may indicate why the form is behaving so strangely?

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    Answered on February 18, 2016 at 11:33 AM

    If the form lags or takes a bit to complete submission, the user might have pressed the submit button multiple times.  The submissions do not look to have been replicated on our end.