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Topic

    kerry walker
    Edge Support for SurveysAnswered
    Topic posted December 7, 2018 by kerry walkerGold Medal: 3,500+ Points 
    39 Views, 7 Comments
    Title:
    Edge Support for Surveys
    Summary:
    Edge Support for Surveys
    Content:

    Good morning, 

    Is anyone aware if Microsoft Edge supports (or will support) OSvC Surveys?  Right now we get an error when we try to submit survey results ("Form Submission Failed").  The error has been reported both internally and externally by customers and has been intermittent.  Thank you!

    -Kerry

    Version:
    18B
    Image:

    Best Comment

    kerry walker

    An update for this issue.  After much research and a Service Request with OSvC support, it seems that our issue with surveys throwing an error in MS Edge might be internal to our organization.  They seem to work with MS Edge externally.  I'll update if I have different results anytime soon.

    Comment

     

    • Sean Austin

      Hi Kerry,

      We occasionally see that error when someone takes too long to submit their responses or there's some interference with the security token that OSvC embeds in the survey pages, e.g. browser settings, or someone tries to take the OSvC form field markup from the html source and then tries to embed that html in another page.

      https://cx.rightnow.com/app/answers/detail/a_id/9962/
      https://cx.rightnow.com/app/answers/detail/a_id/9833/

      Sean

    • kerry walker

      Hey Sean, 

      Thanks for the quick reply!  I looked at those two articles and verified that our config settings are set up as recommended.  If I understand correctly, the variable CP_COOKIES_ENABLED enables cookies in the Customer Portal.  Will Edge require cookies to also be enabled in the user's browser in order to submit the survey?

      -Kerry

    • Sean Austin

      Which kind of survey is it, Kerry?  (Website link, broadcast, transactional)

    • kerry walker

      I think most of the surveys we have are website link surveys.

    • Sean Austin

      I don't think it will require the cookie to submit, just that token.  If there's a problem with a respondent's cookie on a website link survey, OSvC will present the error message "Contact Not Identified, Only identified contacts may access this survey."  Since that's not the error message your users have been seeing, I don't think the cookies are the culprit.

      https://cx.rightnow.com/app/answers/detail/a_id/9431/

      One other situation where I've seen the "Form submission failed" error is if the respondent uses the browser's back button instead of the OSvC Next and Back buttons to navigate between pages.  In that case, one person was using a website link survey as a proxy and was filling the form out over and over as he talked to customers on the phone and he would use the back button to go back to the first page of the survey many times per hour and his browser was loading the OSvC survey page from cache rather than getting a new page from the server and when the token expired, he would see that error when trying to submit the final responses.

    • kerry walker

      Hey Sean, 

      Thanks again for all of the info.  It could definitely have something to do with the token.  As I understand it, some errors have appeared after using the back button and others have happened on the first try, with no back button. We're going to continue trying to work with Support to see if we can get a better handle on this issue.  It's been tricky because its intermittent, yet repetitive.  I'll update this thread if we get a resolution (or have more questions).  =]

      -Kerry

    • kerry walker

      An update for this issue.  After much research and a Service Request with OSvC support, it seems that our issue with surveys throwing an error in MS Edge might be internal to our organization.  They seem to work with MS Edge externally.  I'll update if I have different results anytime soon.