Some users are getting an error submitting a form

Yamen Odonnell

• January 17, 2024 23:42

I run a site that users use to sign up for our art market. I have a form hooked up to a webhook to send the data to Airtable. It works reliably for 90% of our users, but about 10% get a red error message stating "there was an error submitting the form", with no specific diagnostic info.

I thought maybe it was a caching error, as I'd fiddled with the form a bunch before launching it. However, it was still a problem weeks later. I made a whole new page with the form on it, only published once so there wouldn't be any caching errors, and it's still reliably failing on one of my three test devices.

On a Samsung Android phone using Verizon, this form will not successfully submit:

Live Form (it's OK to submit test entries)

https://www.marketforthestrange.com/freakshow-applications

Preview Form (https://www.brizy.cloud/projects/19408386/preview/collections/freakshow-applications)

I know that it's hard to diagnose when it's working for most people and only failing for some. I've had some success asking users to change their DNS setting to 8.8.8.8, which did resolve the issue, but it's not reasonable to expect every user to fiddle with their DNS configuration just to submit our form.

Can you help me identify what error is actually blocking these users, and advise what I can do to fix it?

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  KC George

  • January 18, 2024 10:44

  Hi Yamen,

  Since just 10% of users see the error on the Brizy form, it's probable that a software on their computer is preventing the users from submitting the form. The Brizy form submission URL, https://leads.clouddashboard.online/form/submit, has been blacklisted by Avast antivirus software. Users who have installed Avast, Avira and AVG antivirus software are being blocked from submitting Brizy forms. This is the most likely cause for the 10% users who are seeing the error message.

  We had reported the false positive with Avast Support. In this email, they stated that they have taken this URL off of their blacklist. https://app.sparkmailapp.com/web-share/-HiDihVEaldPZtZjO5DnB41c9zQbgEK6GBUZvHA0 Nevertheless, the modifications they made were ineffective. We are continuing to work with them to remove the block.

  We hope to resolve this issue soon.

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  KC George

  • January 19, 2024 01:01

  Hi Yamen,

  I confirm that Avast has removed the Brizy Cloud form submission URL from their blacklist. With the Avast antivirus protection enabled, I could submit the form with a success message; this was not possible in the past.

  Please check if the 10% users stop getting the error message stating "there was an error submitting the form"

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  Yamen Odonnell

  • February 12, 2024 19:01

  While the number of reports of a failed form submission is less than it used to be, I'm still encountering this issue.

  While we're waiting for the blacklists to be updated, is there a way to change the error message? I'd like to put a link there about changing the DNS, since that seems to be an effective workaround. But I can't find the element to edit.

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  KC George

  • February 13, 2024 07:07

  Hi Yamen,

  Please encourage users who are using antivirus to select the 'Automatically update my virus definitions" option. This will help update to the latest virus definitions.

  

   

  You can change the error message under the 'Link' icon of the Brizy Form.

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