Open Forum

I'm trying to fill out the form to open a new case (support ticket) with Cvent, but the page seems to be failing to submit any info.
The process is: click "Open a case" under option 3. on this page: https://support.cvent.com/s/supportoptions

Cvent		remove preview
View this on Cvent >

Once I fill out all the information, upload my attachment, click on "I am not a Robot", and then press Submit ... nothing. I get a spinny wheel and then the page goes back to normal. I hit submit again and the same thing happens. I try without the attachment and still no luck. I tried using shorter and shorter descriptions and that still didn't work.
And when I click through to "My Cases" there is nothing listed, so it has definitely not gone through.
Has anyone else had this problem? Is there a solution?

Thanks
Brandon
#Miscellaneous

------------------------------
Brandon Miller
The New York Academy of SciencesUnited States
------------------------------

Hi @Brandon Miller,

Thank you for letting us know and I apologize for the inconvenience you're experiencing. I'll forward to Customer Support for investigation and resolution.

In the meantime, can the initial reason for opening a case be resolved within this thread? Or is the case reason specific to your account?

Thank you,
Daniel​

------------------------------
Daniel Marotta
Senior Manager
Cvent Community Team
------------------------------

Original Message:
Sent: 10-12-2022 17:08
From: Brandon Miller
Subject: Trouble opening a new case (support ticket) with Cvent

I'm trying to fill out the form to open a new case (support ticket) with Cvent, but the page seems to be failing to submit any info.
The process is: click "Open a case" under option 3. on this page: https://support.cvent.com/s/supportoptions

Cvent		remove preview
View this on Cvent >

Once I fill out all the information, upload my attachment, click on "I am not a Robot", and then press Submit ... nothing. I get a spinny wheel and then the page goes back to normal. I hit submit again and the same thing happens. I try without the attachment and still no luck. I tried using shorter and shorter descriptions and that still didn't work.
And when I click through to "My Cases" there is nothing listed, so it has definitely not gone through.
Has anyone else had this problem? Is there a solution?

Thanks
Brandon
#Miscellaneous

------------------------------
Brandon Miller
The New York Academy of SciencesUnited States
------------------------------

@Brandon Miller, I am in contact with Customer Support and hoping you can help with some additional info.

Are you using any particular special character in "Concise Description" and/or "Additional Details" fields on the form? Removing any such special character can make it work, but it will be good for us to know what that character is so that we can enhance the form to accept any such characters.

Have you tried clearing browser cache, cookies and browsing history? Optimizing the browser or using an alternate one can isolate the concern.

Is this for a specific product? It could be a concern with a specific product type value in the "Product" dropdown so it will be helpful to know which product type is selected in the form for further investigation.
​
Thank you.

------------------------------
Daniel Marotta
Senior Manager
Cvent Community Team
------------------------------

Original Message:
Sent: 10-12-2022 17:08
From: Brandon Miller
Subject: Trouble opening a new case (support ticket) with Cvent

I'm trying to fill out the form to open a new case (support ticket) with Cvent, but the page seems to be failing to submit any info.
The process is: click "Open a case" under option 3. on this page: https://support.cvent.com/s/supportoptions

Cvent		remove preview
View this on Cvent >

Once I fill out all the information, upload my attachment, click on "I am not a Robot", and then press Submit ... nothing. I get a spinny wheel and then the page goes back to normal. I hit submit again and the same thing happens. I try without the attachment and still no luck. I tried using shorter and shorter descriptions and that still didn't work.
And when I click through to "My Cases" there is nothing listed, so it has definitely not gone through.
Has anyone else had this problem? Is there a solution?

Thanks
Brandon
#Miscellaneous

------------------------------
Brandon Miller
The New York Academy of SciencesUnited States
------------------------------