Troubleshoot a form that will not open or submit
Check the link, visibility and required fields before asking a guest to start again.
Start by identifying where the guest is stuck. A page that will not open, a required field that cannot be completed and a submission with no visible result are different problems. Note the exact message before making changes so the next person helping has useful context.
Keep the guest on one clear path while you investigate. Repeatedly switching links or devices can create duplicate attempts and make it harder to know which record, if any, was completed.
Check the route and template.
Compare the link with the intended active template in Share. Confirm that its visibility matches the route: public, invite only or kiosk only. If the person came through an event invitation, check that event and contact rather than replacing the invitation with a generic public link without considering tracking.
Review the visible field error.
Ask which label is highlighted and what the message says. Check required fields and the expected signer flow. If the form itself is wrong, have the responsible editor review the draft and publication process. Do not tell a guest to enter inaccurate information merely to get past a required field.
Check for a completed record before retrying.
If the guest pressed submit but did not see a clear result, search Waivers using the details they entered. Check the template and signing time. If the record exists, continue through the appropriate confirmation or check-in process. If it does not, address the error or connection problem before trying again.
Try it with a realistic visit.
Suppose a guest reports that the form is stuck after pressing submit. Ask for the visible message and the time of the attempt, then check the workspace for the corresponding record. If a colleague can open the same template successfully, compare the exact link and device context instead of assuming that publishing the form again will solve the problem.
A useful resolution identifies the failed step and leaves one clear signed record or one clear next signing attempt. If support is needed, the report should explain what was observed, what was checked and whether a record exists, without including the guest’s private answers.
Only one guest sees the problem.
Compare the route and browser context with a working example. Check whether the link is opening inside an email or social app and try the intended route in the normal browser. Preserve the current attempt until you know whether it produced a signed record.
Should we publish a new version to fix every signing error?
No. First determine whether the problem is the document, its visibility, a required field, the connection or the device. Publishing a new version is appropriate only when a reviewed template change is actually needed.
A quick check before you go.