Page hanging and not processing

Cindy Rutkowski 2

My new form is not processing. We use American Eagle for our website, and they have created a page and added the JavaScript that I have given them. I tested the new page it worked fine, but when someone else uses it from another pc, it just hangs. American Eagle swears it is not their problem. How can I get someone to look at this.?

Cindy

Danielle Allen 2

I would recommend you chat with OLX support on this issue.. https://www.blackbaud.com/support/needhelp.aspx

Kelsey Hilton

Hi Cindy!


I see you have a case open with us on this - that's great. I've been researching this a bit more and have worked with the analyst to ensure we're moving forward on this one.


Anytime an issue like this occurs where a donation form or event registration is hanging, there are several key things that support would need to know to help you (and several things that you can check to possibly figure the issue out):

• Does this occur for all web browsers? If you're seeing this happen in Internet Explorer, be sure to check Chrome and FireFox too. Look for Help > About in the problematic browser and come to support with this version information.
• Does this occur for all workstations? Have a coworker check, or check at home on your personal computer or even your mobile device.
• Does there appear to be an error at the top of the page? Sometimes, if billing information is incorrect, or if there's another problem, an error will show up at the very top of the page - so you have to scroll up to see it. It can end up looking like the page is hanging after you click Donate or Register, when really there's still something you need to provide or correct on the form itself.
• Try to embed your javascript for the form on a completely blank page and test it - if the issue does not occur on a completely blank form, then it is most likely an issue with the existing coding on your webpage that is interfering with the Online Express javascript. Using the Developer Console in the browser you're using can also indicate if there are errors with the coding that need to be changed in order for your Online Express forms to work properly.

I would say those are the most common things to check, and it's always great to check them out before you come to support. Once you have this information, it can really help us to guide you towards a permanent resolution.


Hope this helps - don't be afraid to comment with any tips or tricks you've found, or with any additional questions! Thanks!


- Kelsey