Lightbox form continues to show after submitting or closing

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  • Updated 4 years ago
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We are testing the lightbox but the box continues to come back. So far his seems to be happening in Firefox but has happened both when someone submits an email and also if they just click the x to close the box. I have the setting set to only show Once in step 6 of 8 in the form settings. I have read several topics in the support forum but they all seem to suggest the Once a day setting which we have done.

Can someone help?
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Boson Software

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Posted 4 years ago

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Damian Gatta, Official Rep

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Hi there!

I am happy to take a look at the Lightbox form and do some testing.  Can you let me know which form you are working with?  I see that there are two Lightbox forms in your account.  If you are working with the inactive form, would you be able to make that form active on your site so that I can do some testing?

I'll be on the lookout for your reply!
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Damian Gatta, Official Rep

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Hi there!

I wanted to check in with you and see if you are still having trouble with your Lightbox form.  I am happy to take a look and do some testing on my end so we can see what is happening there.  If you can provide me with the Lightbox form name, I can hop in your account and take a peek.

I'll keep my eye open for your reply!
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Boson Software

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Damian,

I sent a reply, last week. Did you get it? Wondering if you have any updates?
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Damian Gatta, Official Rep

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Hi there!

I did not receive your reply, so sorry about that.  Did you post the reply here in Emma Community or did you send an email?  Would you mind posting your reply here and I can take a peek at your Lightbox form.

I'll be on the lookout for your reply!
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Boson Software

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I replied to the email. Yes we are still having the same problem. Our Lightbox form is names "Lightbox"....real original. We have currently turned it off b/c it was so annoying to the customer but we would like to have a working lightbox asap. Please advise.
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Damian Gatta, Official Rep

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Hi there!

I hopped in your account and grabbed the code for the Lightbox form and placed it on our test site.  I added my email address and submitted the form, closed the browser down and then went back to our test site and the Lightbox did not show.  I also tested by heading to our test site and clicked off the form, closed the browser down, and then went back to the test site and the form did not display.  I performed both of these tests in Firefox, Chrome and Safari and I am not able to replicate the form displaying more than once.

In your testing, were the cache and cookies cleared in the browser that you were testing in when you go back to your site?  If the cache and cookies are cleared after your first visit, you will find that the form will show again.  Can you clear the cache and cookies in your browser, once cleared, close the browser down completely.  Head into Emma and activate your Lightbox form again and add the code to your site before the closing </body> tag.  Head to your website and "X" out of the form.  Close the browser down and then reopen it and head back to your site.  Does the form show a second time?

Give that a try and let me know if the form is still displaying a second time when you go back to your site.  I'll keep my eyes open for your reply!
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Boson Software

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Thanks. It worked on several of our computers and still reappeared on some. We think we have narrowed down the issue. Pretty sure it's the Privacy settings, under tracking there is an option to "Request that site not track you".

Obviously we can't work around that so we're going to test this live with customers, and see how many of our audience uses that feature.

Thanks for you help.