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Can't raise support case with Phase One

RichardT
I still cannot raise a support case for the OpenCL issue.

I have tried 4 different browsers (Pale Moon, IE11, Firefox and Opera) on Windows and Linux and each time I click on the 'Upload' or 'Next' button, after a short while I get the following error:

Form Error

Sorry there was a problem sending your form submission.

The security challenge (anti-spam) field was entered incorrectly.

Please go back and try again.


Each time I fill in all the mandatory fields on the form, but at no point do I see a security challenge ☹️
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Comments

11 comments

Date Votes
  • SFA
    Richard,

    You may need to try clearing your computer's cache or something similar.

    Clearly there is something odd going on.

    Do you have another computer or any other device you could try? A tablet or smartphone for example. Or someone else's machine?

    How are you accessing the Support Case screen? Through a previously saved URL or complete fresh via the link in the Help menu?

    If you are using a previously saved link there might be some issues - there was a new Support Case system implemented a few months back. Just a thought.



    Grant
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  • Keith Reeder
    Works fine here, using Maxthon Browser.

    Note - no customer-facing security challenge that I can see.
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  • BeO
    Top Commenter
    That's the point, you cannot see the captcha thing or whatever. It happened to another forums user at the weekend too.
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  • Ulf Liljegren
    HI

    This must have to do with our new file upload system
    While debugging, just enter text and do not attach files.
    Once raised the text we can provide alternative file upload methods.
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  • RichardT
    [quote="Ulf" wrote:
    HI

    This must have to do with our new file upload system
    While debugging, just enter text and do not attach files.
    Once raised the text we can provide alternative file upload methods.


    Hi Ulf, I had previously tried submitting just the text and not uploading the files, but without success.

    I have just tried doing this again, but I still get the same error.

    Could the fact that I'm copying/pasting the text from a text editor into the description field be a problem? I really didn't want to have to type it out all again... 😕
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  • Keith Reeder
    [quote="BeO" wrote:
    That's the point, you cannot see the captcha thing or whatever.

    No. Richard clearly stated that:
    [quote="RichardT" wrote:
    each time I click on the 'Upload' or 'Next' button, after a short while I get the ["security challenge"] error

    I'm saying I don't get the error. It's not that I can't see the Captcha dialogue because of some failure or other, it's that when I click "Next", I get straight through to the final page of the Support Case dialogue without any errors.

    Not the same thing.
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  • RichardT
    [quote="RichardT" wrote:
    Could the fact that I'm copying/pasting the text from a text editor into the description field be a problem? I really didn't want to have to type it out all again... 😕


    I just spent some time retyping the description by hand instead of using copy/paste; but the system still wouldn't accept it when I press the "Next" button. 🤬
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  • Bob Shrader
    [quote="RichardT" wrote:
    I still cannot raise a support case for the OpenCL issue....



    I have encountered a similar issue. In my case today, I got through the stages of entering the information in the Phase One forms and seeing the reprint page of the information I entered, but the final send to Phase One failed.

    The message indicated a server problem, telling me to try again later. I also noted the response to data entry was very slow with the big animated circle on the screen for several seconds.

    Bob
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  • Ulf Liljegren
    After much troubleshooting we have found that the issue is < and > as this is seen as HTML insertion which the form does not allow.
    We are working on a solution to allow such characters.
    Meanwhile, refrain from using this and everything should be fine.
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  • RichardT
    Hi Ulf,

    Thank you very much for investigating this problem. I modified the description text to omit the '<' and '>' characters and zipped the files I was trying to upload (the log file contained lots of '>' characters) and I have now successfully submitted the support case 😁

    Richard
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  • lewisl
    It's February 8, 2016--nearly 2 months later--and it still doesn't work.

    Maybe hire some web engineers or just outsource the support site and forum? Seriously, you guys know image sensors and sensor data rendering. That's your special competence. Save time; reduce frustration; focus on what makes you different; support customers more effectively. I am really serious.
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