Hi @jcl2020
Sorry to hear you are having this problem.
I can see there are two Forminator forms, and I was able to submit both forms.
Are you having this issue on any specific browser?
Best Regards
Patrick Freitas
Hi,
Thank you for your response! We received your form, but we are still having reports that others cannot submit on our website.
I and my colleagues have been using Google Chrome and have encountered issues on that browser. Would the issue be something specific to the browser, or is there an settings issue we might be having?
Hello @jcl2020,
The prediction to this is a bit tough until we pull out some tests. As a part of the initial investigation, can you please turn on the debug logging to see if there are any errors which may be caused by other plugins? You can find more information about it here:
Debugging in WordPress
Here is another article which would show you how to use debug logging:
https://premium.wpmudev.org/blog/debugging-wordpress-how-to-use-wp_debug/
I did try to submit the form which worked for me too. So to further understand if there is any problem-specific on the user end, could you try and grab a video of the screen and also check the browser console to see if there are any errors which could give us a bit of hint?
Thank you,
Prathamesh Palve
Hello, we haven’t heard back from you in a while so we will close down this ticket, if you have any followup questions feel free to reopen it.
Cheers,
Predrag
Hi! I’d like to reopen this ticket. Our original issue under the “Prospectus” tab resolved itself shortly after our first contact, but we are now experiencing the same issues under the “Letter of Recommendation” tab on the same page (last drop-down tab, same form settings as prior inquiry). The only difference now is that when submissions don’t go through the applicant receives an error notice. As our website is live and needs to remain so, I’m hesitant to use WP_DEBUG. Are there any other ways to remedy this situation?
Hi @jcl2020
I tried to submit that form to test it and I couldn’t. I didn’t even get any errror notice in Chrome – just a “spinning wheel” upon submission.
But I’ve noticed JS error in browser console that seems to be relevant here and it looks to be related to the JS optimization in this case.
Could you try disabling JS minification in WP Fastest Cache, then clear caches and see if forms are working?
Best regards,
Adam
Hi,
JS minification has never been enabled on our website. Should I still clear caches, and will clearing caches affect any other part of the website? Thank you for your help so far!
Hello @jcl2020,
Yes, can you still try to clear the cache, disable the WP Fastest cache plugin and then give it a try? Clearing the cache would just delete all the cached files and would not cause any harm to the site.
Thank you,
Prathamesh Palve
Hi,
I cleared the cache and deactivated the WP Fastest Cache plugin, and am still seeing the same issues with the forms. Are there other steps I could take to remedy this problem?
Thank you!
Hi @jcl2020,
Can you try going to your Form settings and from Behaviour tab toggle “Load form using AJAX” and “Prevent page caching on form pages” options and see if it works with any combination of those two?
Also, is this form working fine when it’s placed directly on page instead of inside a drop-down?
Cheers,
Predrag
Hi,
I toggled between the Ajax and Prevent page caching options — all four combinations did not resolve the issues. The original behaviour settings I had for the forms were to have both the Ajax and Prevent page caching enabled. Also, when I first submitted a question a month ago I attempted to put the forms on a separate post instead of within this drop down, and the issues stayed the same, so it’s not clear to me that the location is causing the issue
Through this troubleshooting, I’ve realized that the issue we’re having is more complex. We in fact have been receiving the submissions that people attempt to send through the website. However, applicants are seeing a perpetual spinning wheel or an error message when they attempt to submit. Also, our email notifications aren’t being employed when the submissions do in fact successfully appear on the Forminator plugin as well as on our Google Sheets API.
Is there a way I could speak to a representative to perhaps resolve this issue in a more timely fashion? Thank you again for your help thus far!
Hi @jcl2020
Sorry for the delay here.
I’m afraid for the free plugin this is the only support option, however, my friend and I are the same support agent that would provide on the Pro version.
In case the combination of the setting made no difference, we would need to run a deeper test testing a plugin or theme conflict.
For this, we suggest making a full backup or configure the staging website.
Could you please follow this flow?
https://premium.wpmudev.org/wp-content/uploads/2015/09/Support-Process-Support-Process.gif
Let us know the result you got.
Best Regards
Patrick Freitas
