Problems with Lightbox form pop up timing, etc.

  • 1
  • Problem
  • Updated 2 years ago
  • Not a Problem
We have added our first Lightbox form to 50 pages on our website. We set the form to NOT show up again for 30 days after an IP closes the box without signing up and we set it to not show up again after an IP signs up for the list. However, we are getting multiple reports of this not actually functioning correctly:

1. Form keeps popping up after its been closed AND after someone signs up for the list in Internet Explorer for Windows desktop computers.

2. Form still keeps popping up after someone has signed up for the list in Chrome for Android.

I've seen some other posts about the user having to make sure the "Do Not Track" tool is disabled on their browser, but that is very difficult to explain in a short "Thank You" message after someone signs up and how to do that is different based on what browser you're using.

Are there other compatibility issues with different browsers/devices we should be aware of? Is there something we need to do in the programming of our form that we didn't do (it's the eNewsletter form in the "City eNews" sub-account)?

The number of complaints is increasing and its likely to render Lightbox forms non-viable for us if it's not something that can be managed simply on our end.
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City of Vancouver, Washington

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Posted 2 years ago

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Grey Stepp, Support Team Manager

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Hey there Vancouver!  Thanks for reaching out!  

The timing for the lightbox is based on a cookie from your website downloading into the subscribers browser.  If they have their browser set to not allow cookies, or if they clean out the cookies from their browser, then the lightbox will show up again.  Again, that's browser specific as well, as that's where cookies are stored. 

I tested here on Chrome (on computer and mobile) and Firefox (on computer) by both signing up and clicking the X to get out of the page and it was working as expected on our end.  I suspect that the folks you're hearing from likely have cookies turned off on their browser.  

Let me know if you have any questions!

- Grey 
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City of Vancouver, Washington

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Did you test it for Internet Explorer at all? A large number of our employees still have to use IE as their primary Web browser.
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Grey Stepp, Support Team Manager

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I did not test on IE.  We work in OSX, so we only have Chrome, Firefox, and Safari.  

It's not an issue I've heard of in any specific browser though.  99% of the time it comes down to cookies being disabled.  

I did notice that the code for the lightbox is not installed in the right location in the code of the page.   It needs to be placed just before the closing body tag of the page, and it looks like there are a few things in between them on your code.  

However, like I said, I'm not having any issues with it functioning correctly on all the browsers I tried it on here.  I went ahead and tried Safari on my computer and on my phone as well and it is working as expected.  

- Grey 
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Roxanne Davis

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We're having exactly the same problem. Ours is set to not show up again for another 30 days, yet it keeps popping up on page after page. There doesn't seem to be a common denominator between users.
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Grey Stepp, Support Team Manager

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Hey Roxanne, I know Phillip reached out to you as well, but I wanted to point you to the information at the beginning of this thread.  Most likely it's a disabled cookies situation, but I'll let Phillip take it from there.  

Cheers!
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Roxanne Davis

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Thanks Grey! The user who was having the most issues finally found something odd in Windows that was causing the problem for him. I'll touch base with the other users as well.