SIGN UP FORM GETS STUCK AFTER USERS ENTER INFORMATION AND CLICK SUBMIT

The challenge with this issue has been..

From my end I can't recreate the form "hang". From others I know, they also cant recreate this.. but being that our visitors come from all over the world and they are sending us screen shots of a loading screen with a wheel that spins forever, we can tell from our daily sign ups and see there is a HUGE issue going on.

The signup form is from the membership software Restrict Content Pro(RCP). RCP support suggest that it could be a theme or plugin conflict. http://docs.restrictcontentpro.com/article/1587-registration-form-hangs

I have tried the following

1.) I removed all the customizations from the templates as suggested.. waited for 2 hours to see if the sign ups began to happen.. no luck. I have since added small changes back in.

2.) I have turned off as many plugins as I can, but as I am in a live environment and need to stay in one in order to determine if users can sign up.. I cant turn off all the plugins at once without the user experience going really bad. But I am ok with whatever suggestions you can come up with and willing to try anything with some guidance.

3.) One suggestion from RCP support is that themes with page builder might conflict with the form and to switch themes and see if that solves the problem. Cant test this in a live environment as if you switch from Divi to another theme. all the shortcodes code will be displayed, bascially the site would be unusable for anyone.

Users enter info into the sign up form located here
https://www.mindfulscience.es/gratis-reto-de-mindfulness/
and payment forms
https://www.mindfulscience.es/suscripcion-mensual/
https://www.mindfulscience.es/suscripcion-anual/

I think thats it in a nut shell.. user sign up forms hang/get stuck and I cant recreate the problem from my end

  • Nithin

    Hey ME Admin,

    Hope you are doing good today. :slight_smile:

    From my end I can't recreate the form "hang". From others I know, they also cant recreate this.. but being that our visitors come from all over the world and they are sending us screen shots of a loading screen with a wheel that spins forever, we can tell from our daily sign ups and see there is a HUGE issue going on.

    So, I went to your signup page:
    https://www.mindfulscience.es/gratis-reto-de-mindfulness/

    Filled the form, and on submit I wasn't able to replicate the issue. Since your website isn't in English, I suppose it's has successfully completed the signup, and it led me to the following page without any issue.
    https://www.mindfulscience.es/mi-cuenta-gratis/

    Is there any other steps past the /m-cuenta-gratis page, that I should perform to replicate this? If not, I'm not able to replicate the issue too.

    How many visitors have this issues? Is that a huge number of visitors? Did the visitors who have complained specified in which browser they are seeing these issues? I tested this in Chrome, Linux Operating System, and wasn't able to replicate. Maybe it's an issue specific to their browser? Like browser Add-ons, or extensions causing a problem?

    Without replicating, or seeing an issue it's a bit tough to troubleshoot, since there isn't any way to know what could have gone wrong.

    Once you have more details regarding this from the visitor, and since it's a live site, easiest solution would be to create a staging site, so that we could test this issue extensively in your site.

    You might find the following article helpful in setting up a staging website:
    https://premium.wpmudev.org/blog/testing-environment-wordpress/

    You could use a plugin like Duplicator, as mentioned here, to clone your website:
    https://premium.wpmudev.org/blog/guide-to-migrating-localhost-wordpress-to-live-site/

    I hope this helps. Please do let us know how that goes, have a nice day. :slight_smile:

    Best Regards,
    Nithin

  • ME Admin

    Going into a test environment wont help as I cant reproduce the error myself. The only indicator that I have at this point if any changes I make are working is if the rate of new user accounts are increasing.

    Still not having much luck with this.. cant tell where or what the problem is.. Ive disable and removed every plugin I can without impacting the UX.. so far im not seeing an increase, but it also looks like the traffic is slower today... so now i have that variable in the mix

    Its a large number.. hundreds at the low at the end.. so most likely not a add on issue.. not being able to recreate this is the worst part of all this..

  • Rupok

    Hi ME Admin,

    Thanks for confirming that you can setup a staging site. Would you mind allowing Support Access on that staging site after you are done setting it up so we can have a closer look at this?

    To enable support access you can follow this guide here:
    http://premium.wpmudev.org/manuals/wpmu-dev-dashboard-enabling-staff-login/

    Please confirm here when you are done granting Support Access there. I'm looking forward to hearing from you and resolving this issue as soon as possible.

    Have a nice day. Cheers!
    Rupok

  • ME Admin

    Hi Rupok,

    here is the staging url https://mindfulsci.staging.wpengine.com

    I have granted support access..

    I've turned of some plugins in hopes to resolve whatever this could be..

    I am curious if the Autoptimize, Remove Requests for query strings or Diqus plugins can impact the forms, not sure at all though.. currently they are disabled on the live site and production site..

    Thank you all for your help... I am around.

  • Nithin

    Hi ME Admin,

    Thank you for setting up a Staging website, I tried again with couple of different browser, but still I'm not able to replicate. As I have mentioned before, unless we could replicate it, there isn't any way to troubleshoot this further.

    Did the visitors who have complained specified in which browser they are seeing these issues? I tested this in Chrome, Linux Operating System, and wasn't able to replicate. Maybe it's an issue specific to their browser? Like browser Add-ons, or extensions causing a problem?

    Could you please get in touch with your visitors, and then ask for more info, like which browser, OS etc. I tested this again, and it does work fine from my end.

    These information, should help us get started on how to troubleshoot this specific issue. Please let us know how that goes, have a nice day. :slight_smile:

    Best Regards,
    Nithin