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OLX form loading incorrectly

Jacyn Stewart

I'm having an ongoing problem with my OLX forms loading in correctly. Essentially some percent of users click a link on our website to a form page and get a form that loads all possible fields and doesn't respect any of the code presents (no preselect payment option or payment amount). The forms show a dozen unused fields for addresses including those from countries we don't have selected and then nothing can be entered in the form. It looks like this:

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I have been through two separate long exchanges with Support and they've determined that all my RE settings are correct, that I haven't altered the code blocks for the forms, and that we're are putting the code blocks on our webpages correctly. They also identified a potential conflict with the OLX newsletter sign-up widget in the footer on our pages, but we've removed that across the whole site and it hasn't helped the problem. Support said it's basically my problem and something on our website causing it, but that's been very hard for me to troubleshoot since the problem doesn't happen consistently and I can only some times recreate it.

Now I'm hoping to find anyone else who had a similar problem and knows a solution or just has any suggestions. The RENXT are not an option for us because they don't provide the necessary fields for the way we use donation forms.

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Comments

Karen Diener

Hi Jacyn,

You start off by saying that "some percent of users" click and get to this form. So it doesn't happen with all users? And you are 100% certain that the website link isn't directing users to a different form than it should?

Karen

Jacyn Stewart

Hi Karen,

Yes, I've gone through all the links, the pages on the site, and the form code with Blackbaud Support. They've taken screen captures, and examined links, and the site. I've been through all the documentation. Each form has it's own unique page, with a unique URL, none are redirected, none more than one form or anything else on their page. Based on the complaints we get and the testing we've done, I'd say it happens maybe 20% of the time. We have several forms and it happens on all of them. Usually (but not 100% of the time) if a direct link in email is clicked, or I paste the full URL into a browser the form works fine. If I user goes to our website and clicks "ways to donate" from our site menu, then goes to the list of options and clicks through to a form from there, then the loading error happens. But again, not always, and I have a few reports of it happening when an email is clicked on. But because it does seem to happen more when someone navigates through the site, I do think that points to something on our site, rather than an issue with the form itself.

Karen Diener

Hi Jacyn,

It definitely does sound like an issue with your site itself, since there doesn't seem to be a pattern just yet. Unfortunately, I don't have any ideas when it comes to website build issues. Hopefully someone else will see this and be able to assist!

Karen

Catherine Burns

Hi Jacyn.

We haven't had this problem but it is interested to I did some investigating. I am not sure if it helps but I can replicate the problem quite consistently.

If I go to your site and click Donate, then Make a recurring monthly gift but then click If you would prefer to make a one-time donation, please click here instead then I get the form with all the extra fields. I also get a faulty form if I click the redirect link on the one-off form to the monthly form - the monthly form has the extra fields.

The URLs of this and the standard one-off gift form look identical and if refresh the faulty form, or if I take the URL of the faulty form and paste it into a new browser window, then the form corrects itself.

I would suggest you get your web designers to look at the redirection links and see if there is any additional code contained in them. Could they make it refresh again immediately?

If you do find the problem / solution please do share it in case anyone else has this in the future too.