Some of the users reported that the back button is displayed on the first page on my form

  • snjrose
    Asked on August 24, 2016 at 11:50 AM

    Two customers contacted me that our Hogwarts letter form is doing strange things. One said that when she clicked next nothing happened. She tried several browsers on her PC. The other said on mobile when he clicked submit it directed to another page. Many months ago I changed it to a thank you message, so I don't understand why it would redirect. Please help!

    Page URL: https://form.jotform.com/61527901988972
  • Irshad
    Replied on August 24, 2016 at 1:14 PM

    I have just made a test submission on your Form, and I have not faced any issue on your Form. 

    Some of the users reported that the back button is displayed on the first page on my form Image 1 Screenshot 20

    Yesterday we were facing some temporary technical issue on server. But it was already fixed. So can you please try to check your form now.

    Thanks.

  • snjrose
    Replied on September 1, 2016 at 2:35 PM

    I am not able to duplicate the error either, but I am still getting customers who report the error with the 1st page of the form. They get a back button on the 1st page when there is nothing to go back to and they have no next button so they are stuck on the 1st page with nowhere to go. The customer who reported it today says she is using a tablet/pad.

  • Kiran Support Team Lead
    Replied on September 1, 2016 at 5:52 PM

    Generally, this issue happens when the form is not loaded correctly or when there is any conflict with other scripts if embedded on a web page. I have tested the form using direct link on an ipad and Android tablet emulators and see that the form is working fine.  

    Could you confirm if the form is embedded on any of your web pages? If so, please provide us with the web page URL where the form is embedded so that we can test it further. 

    Thanks!

  • snjrose
    Replied on September 1, 2016 at 7:12 PM

    The 2 main links where it is embedded are:

     

    https://www.legendaryletters.com/#!/*Wizarding-School-Acceptance-Letter/p/64685218/category=19054005

     

    and

     

    https://www.legendaryletters.com/store/hogwarts-letter/

  • Kiran Support Team Lead
    Replied on September 1, 2016 at 11:06 PM

    I see that form is embedded on both web pages using iframe embed method. So, there shouldn't be any conflicts with the scripts on the web page. I have tested the websites on an ipad emulator and see that they are loading normally without any issue. This looks like the issue is that the web page is not completely loaded at the user's end due to any reason. You may ask the user to check the web page on a different system or using a different network that might help.

    Please get back to us if you need any further assistance. We will be happy to help.