Do you have custom JavaScript on the form?

Yes,    fortunately this form was entered by internal user,  so we recreated the process of submitting with same data and it submitted fine,  so i don't see any issues with process or logic.

I am putting text in the thank you message that if form preview does not show then there may have been an issue with submitting form.   But that is not great solution,  alot of users will not even read the text, they will only see Form has been submitted and stop reading.    

What version of Forms are you using?

Did the form show up Under the logged in users History Tab in the Task Inbox?

The user was not logged in,  they submitted through the public portal link.    

Using Laserfiche Forms Version 10.1.0.619

Are you able to check with the users and see what browser and version they were using?

the form is question was retried on the same machine,  with same browser, and submitted successfully.   Browser was Chrome.

I am pretty confident it is not a problem with the form or process,  about 100 submitted in the past few days,  about 20 since this one was attempted with no problems.   

An additional place to look might be the folder C:\Program Files\Laserfiche\Laserfiche Forms\Forms\RoutingError to see if the submission was registered there.

One possibility, since you mention that these were submitted via the Public Portal from unauthenticated users, is that they may have been made with an unexpected browser, for instance an older version of IE or some particular combination of mobile device and mobile browser. You can add the following to the form to get additional information of this sort:

1. Add a new single-line field/variable to the starting form. Give it the name and label "Browser" and assign to it the CSS class "browser". Do not mark it as read-only.

2. Add the following to the custom CSS, to hide the field so no one sees/modifies it:

.browser {display: none;}

3. Add the following to the custom JavaScript, to populate this field with details of the browser in use:

$(document).ready(function() {$(.browser input').val(navigator.userAgent)});

This can be merged with existing JavaScript code but there would be no harm in adding it directly, outside of everything else.

Then when reviewing submissions moving forward, you can look for the Browser variable which will include the user agent string of their browser and operating system. It can be interpreted at sites like useragentstring.com. You might find a pattern there.

Note: It should be said, this won't give the browser data for the completed submissions, only new ones made after the change.

Hope this helps!

The message "Your submission can not be viewed at this time" may appear if user submit a form but the Laserfiche Forms Routing Service doesn't process it in time especially if the workload for the Laserfiche Forms Routing Service is high. How many concurrent submissions there was when user submit that form. You can check from the instances table to see whether the submission was processed later. If the submission was not processed in time for some reason, the submission should be saved under C:\ProgramData\Laserfiche Forms\RoutingError, so please check whether there is any XML file. And restart the Laserfiche Forms Routing Service can recovery these submissions.

There is nothing in the RoutingError folder,   but this is great information to have.

James,

It was an unauthenticated user,  but it was done on a internal computer,  the submission was retried on same machine with the same browser and submitted correctly.  so the browser is not the issue.

This may be more than just a one time occurence,  I am being told of others that have submitted but there is no trace of the submission.

If you check from the instances list of the process, can you find the instance submitted by that user? It may just because it is time consuming to process the submission and generate the submitted form but the submission is actually be processed later.

I have had one of my developers sitting with the employee who keys the requests,  so i can know exactly when a form is submitted and it not showing up.   It logged the following warning in the event viewer.

You do not have sufficient rights to view this page. [LFF8-NoAuthority]

Details:
URL: /Forms/Form/showformsubmission/6c328cfd-df48-4682-83a3-2665ce8cdf23/cbfa5992-603d-426e-91fc-0b2dfb86e0a4
Error: NoAuthority
Date: 1/3/2017 3:08:23 PM (Eastern Standard Time)
HTTP Status Code: 403
User: 
IP: 10.0.5.116
Browser: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36

Other:
Authorization key cannot be found: ShowFormSubmission

Stack Trace:
Caught exception: Laserfiche.Forms.CommonUtils.Exceptions.LFFormsException
Message: You do not have sufficient rights to view this page. [LFF8-NoAuthority]
   at E_Forms.Controllers.FormController.VerifySubmitAuth(String authKey, String submitAuthKey, CommonIdentity identity, Dictionary`2& formdata, Int32 MaxAttempts)

There is nothing in the instances list or the routing errors folder,  the thank you page shows and says form was submitted but does not load a image of the submission below.

This is what is logged in the iis log file

2017-01-03 20:08:23 172.20.20.16 GET /Forms/Form/showformsubmission/6c328cfd-df48-4682-83a3-2665ce8cdf23/cbfa5992-603d-426e-91fc-0b2dfb86e0a4 - 80 - 10.0.5.116 Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/55.0.2883.87+Safari/537.36 http://forms.brunswickcountync.gov/Forms/Form/Submit 403 0 0 40828

This user has been keying forms all day with no problem,  so it is intermittent.  same data was submitted 2 minutes later and worked no problem.  

Have had 119 submissions today with 11 warning of this type.

Is the Laserfiche Routing Engine located on a different machine as the IIS Host Forms Application?  One possible explanation is that the submissions are currently located in the routing error folder on the IIS machine.   How Forms normally works is that all submissions are saved locally on the machine before the thank you page is loaded.  If the file cannot be saved locally then the thank you page is not supposed to show so the person submitting doesn't get a false positive.  A message is then sent to Routing engine machine with the submission contents.  After the routing engine receives the data a message is sent back to the IIS machine to delete the file locally.

If this the case then you need to manually copy the files from the IIS machine to the Routing engine machine Routing error folder and they will be processed.

I have 2 forms server,  one internal and one external.   The internal is the primary.   This problem is occurring from submissions for the external forms server.   I am not sure what you mean by Is the Laserfiche Routing Engine located on a different machine as the IIS Host Forms Application?   Does the external use the routing engine of the internal or does each server runs its own routing engine.   If each uses its own routing engine then routing engine and iis host is on same machine.

I have checked the RoutingError folder on both machines and nothing in either.

Where locally does the forms save submissions?

Also from my previous post the url logged is 

URL: /Forms/Form/showformsubmission/6c328cfd-df48-4682-83a3-2665ce8cdf23/cbfa5992-603d-426e-91fc-0b2dfb86e0a4 with the error
Authorization key cannot be found: ShowFormSubmission

This authorization key (6c328cfd-df48-4682-83a3-2665ce8cdf23/cbfa5992-603d-426e-91fc-0b2dfb86e0a4) exists in the cf_sessions table with a last_active value of 1/3/2017 3:05:26 PM,  couple minutes before event viewer error log entry.

Something else i have found is that the authentication on the forms application directory has anonymous, forms and windows enabled.   Since this is a public facing forms server does forms and windows need to be enabled?

Hi Michael,

A support case has been opened for you and we will be working with your VAR moving forward.

This thread will be updated again after we have found a resolution.

Regards