Navigation Problems on iPhone and Mac - Participants Cannot Finsh Survey

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10 months 4 weeks ago #202935 by TomBenj
Hi there,
I've reported this as a bug twice on bugs.limesurvey.org. Users on any Apple device (iPhone, iPad and Mac computer) cannot complete a survey because the Next button doesn't work a few questions into the survey. In my first bug report - bugs.limesurvey.org/view.php?id=16121 - I attached a screenshot and the message the participant is shown "Please use the survey navigation buttons or index. It appears you attempted to use the browser button to re-submit a page". Back then I was on version 3.22.11+200330. My more recent bug is bugs.limesurvey.org/view.php?id=16501, this is with the latest version 4.3.3+200707.
This is extremely frustrating, and makes us look bad as an organization. We're sending surveys to 1000+ participants and those with iPhone, iPad or Mac devices can't get past the first few questions. I've had no action in response to the bugs, and if I can't get this resolved I'll be moving to SurveyMonkey or LimeSurvey Pro, but I'll have to be convinced my survey will work first!
Any suggestions appreciated.
Thanks,
Tom

Tom Benjamin
President, CUPE Local 1978

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10 months 4 weeks ago #202940 by tpartner
Can you attach a small sample survey containing only the relevant questions?

Cheers,
Tony Partner

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10 months 4 weeks ago #202944 by TomBenj
Sure, I've attached the .lss file. It's not a long survey, though a number of the questions have conditions based on previous responses.
Thanks for quick response.
Tom

Tom Benjamin
President, CUPE Local 1978
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10 months 4 weeks ago #202945 by tpartner
Please remove the link from your signature - that is only allowed for registered partners.

Cheers,
Tony Partner

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10 months 4 weeks ago #202946 by tpartner
I see no attachment.

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Tony Partner

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10 months 4 weeks ago #202948 by TomBenj
Let me try that again

File Attachment:

File Name: limesurvey...4697.lss
File Size:575 KB

Tom Benjamin
President, CUPE Local 1978
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10 months 4 weeks ago #202973 by tpartner
This seems to be an environment problem - I can successfully complete the survey on my server (LimeSurvey version 4.3.4) using both iPhone and iPad.

Did you test with one of the core themes and/or on the demo site?

Cheers,
Tony Partner

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10 months 4 weeks ago #202980 by TomBenj
Is that something you could help me solve? I see that you have a survey consulting company, and I would be happy to pay to get this resolved.
The LimeSurvey build is 4.3.3+200707. database and DBv ersion MySQL 10.3.23-MariaDB-cll-lve, Server OS Linux, web server software & version Apache 2.4.43, PHP Version 5.6.40. Our domain is hosted on Islandhosting, and the LimeSurvey build is provided by them and installed using Installatron, we have a ComfortUpdate key. The survey theme is out-of-the-box "fruity". I will try the demo site, I've not used that before.

Tom Benjamin
President, CUPE Local 1978

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10 months 4 weeks ago #202996 by TomBenj
Actually, I was wrong on the PHP version, it's 7.4, and I've attached a screenshot of the activated and available extensions. . Do you see anything that points to an issue there?

Tom Benjamin
President, CUPE Local 1978
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10 months 4 weeks ago #202997 by tpartner
Sorry, I am happy to help with front-end issues but am not a server expert.

Cheers,
Tony Partner

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10 months 4 weeks ago #202998 by TomBenj
Can you recommend anyone who might be able to help?

Tom Benjamin
President, CUPE Local 1978

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10 months 4 weeks ago #203006 by DenisChenu

LimeSurvey build is 4.3.3+200707

1st think to do : use only 3.X version

Else : i really don't think iOs issue can come from server.
Last time i see such issue : it's due to a broken HTML : a div was not closed … in a question.
But strange Tony don't find the issue …

Assistance on LimeSurvey forum and LimeSurvey core development are on my free time.
I'm not a LimeSurvey GmbH member, professional service on demand , plugin development . I don't answer to private message.

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10 months 4 weeks ago #203018 by jelo

Actually, I was wrong on the PHP version, it's 7.4,

Looks like you use cPanel with your hosting. You should be able to change your PHP version as well, right?
I recommend to change to PHP 7.3 for a while.

If you still cannot reproduce the issue on your own (since you don't own a iOS/MacOS device with safari), the error reporting is from your survey visitors. Are they all from different areas? Or is it a survey with a certain group of visitors (e.g. one company)? Since we don't know which Safariversion was used, it might be a certain safari issue which is matched by a LimeSurvey bug.


The error message "Please use the LimeSurvey navigation buttons or index. It appears you attempted to use the browser back button to re-submit a page" can be triggered by many different things. That error message is an evergreen. If the issue is always at the same page, it can be an content issue of the page. You should copy the survey and reduce the survey to just the problematic question and check again.


I recommend to switch to LS3 (even though you got these reports there as well) and to PHP 7.3. If you still got these reports, you might ask the reporter about the exact version/device.

The meaning of the word "stable" for users
www.limesurvey.org/forum/development/117...ord-stable-for-users
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10 months 4 weeks ago #203022 by DenisChenu

Can you recommend anyone who might be able to help?

For inforamation : i already manage some server, for LimeSurvey and not.

But your issue is too complex … i don't own all iOS version for example …

But starting by goes to 3.22 is the way to do …

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10 months 4 weeks ago #203024 by holch

But starting by goes to 3.22 is the way to do …


I also agree with Jelo and Denis on downgrading to 3.22 (not necessarily because of this issue, but because of many others that might appear).

Problem there: You can't easily downgrade your installation and you also can't import LSS files into LS 3.x that were created in LS 4.x.

I answer at the LimeSurvey forum in my spare time, I'm not a LimeSurvey GmbH employee.
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