Troubleshooting:Form Analytics

This is a troubleshooting guide specifically for Form Analytics. For general ClickTale troubleshooting, please see Troubleshooting.

Why is my form showing zero submissions?

The are two main reasons as to why you would see zero submission in a Form Analytics report based on recording which contain visitors submitting the form:

Form submission isn't recognized at all

This is characterized by all recordings of the form displaying question marks as entered text. This is due to use of a non-standard submission element, and you are required to change it for submission to be recognized. The list of standard elements can be found here.

Form submission is recognized, but successful submission isn't

This is characterized by having recordings of form submission display text, but zero or little submissions in the Form Analytics report. This is mostly typical of forms submitted via AJAX, and can be easily solved by adding the ClickTale Events for form submission.

Why aren't numbers shown next to some form fields?

This is often the result of aggregation by date - if you aggregate several versions of the form which are significantly different, determining which number corresponds to which field can sometimes be impossible. Try aggregating by version or investigating the different versions of your form to see what causes the difference.

Why are some numbers skipped?

If your form fields show a skip in numbering (e.g. 1,2,3,9,10,11...) this might be due to one of the following reasons:

1. As a result of aggregating several versions of the form (see above).
2. Because the fields with the missing numbers are normally hidden in the form, and only appear once a visitor has performed a certain action (e.g. selected an element from a drop-down box in the form). To have these fields appear when the report is viewed, add code which makes them visible during that time via the CTIsPlayback function, similar to the code noted here.

Bronze subscribers can use Form Analytics for standard html forms. What is considered a standard html form?

A standard html form is a form where:

1. The submission element is either input with type submit, input with type image, or button with type submit. This is to ensure that the onsubmit event is triggered by the form.
2. Submission is done via the standard form methods (POST or GET) rather than being performed via a JavaScript function.
3. After a successful form submission the page is reloaded - could be on the same URL