Use this section to assist you to troubleshoot if a user is experiencing trouble with completing and/or submitting their forms in the Forms element.
Tip: You are able to view Forms as the user by using the Proxy As Employee function. This will allow you to check required fields, fields that have validation attached and triggered fields so that you can experience the form as if you were the user. For more information about this, please refer to the Proxy As Employee guide.
1. User is unable to continue from one form to the next
Check that the user has completed all required fields on the form they are currently on. Fields in Forms can be configured to be “Required” or “Optional”. If a field is configured as “Required”, the user will not be able to move on to the next Form until that field has been completed.
If there is a required field that has not been completed, the user will be shown the below error next to the relevant field when they attempt to move to the next form:
If this error appears, the user will need to complete this field and then continue.
If the user has completed all required fields, check that they have formatted their answers in the correct format. Fields in forms can have “validation rules” attached, which requires an answer to be entered in a specific format. For example – the question “What is your email address?” may have a validation rule attached which requires the user to enter their answer as an email address. If a field has a validation rule configured but the user’s answer doesn’t conform to this, they will not be able to move on to the next form until that field has been completed in the correct format.
If there is a field that has not been completed in the correct format, the user will be shown an error similar to the below (depending on what the validation rule is) next to the relevant field when they attempt to move on to the next form:
2. User requires assistance with understanding the meaning of a question
There are various reasons why a user may require assistance with understanding the meaning of a question. For example – an employee may have accidentally selected the wrong type of superannuation fund, and is now being asked questions that aren’t relevant to the fund they are a member of.
To troubleshoot this, we recommend using Proxy As Employee so that you can follow along with the employee as they fill out their forms. This will allow you to easily identify if an incorrect selection has been made which has triggered fields that are not relevant to the employee. For more information about Proxy As Employee, please refer to the Proxy As Employee guide.
3. User is unable to upload documents that have been requested of them
If the user is unable to successfully upload documents that have been requested of them, check that the file they are uploading is:
- No larger than 20 megabytes (mb) in size
- Is in an accepted format, i.e. .png, .pdf, .jpg, .jpeg
If the file is not in an accepted format or is too large, the user will not be able to successfully upload.
When this is the case, the below error(s) will appear for the user:
Error 1 - This error will be highlighted if the document size is larger than 20 megabytes (mb).
Error 2 - This error will be highlighted if the document is not in an accepted format.
If either error is received, the user will need to rectify and re-upload a new document.
2. Forms guide