I have deployed a form and have received over 6000 responses with no major technical issues - until now. One of the users completes the form fields, gets to the end and hits the submit button, and it just takes him back to the start of the form. I reviewed all of his responses over the phone, and they are all within the limits set in the restrictions for the individual questions. He's seeing an infinite loop with no way out. Others continue to submit their forms without incident.
Additionally, I sent him a link to a totally different form, and when he clicked on that, it just opened the other form, from which he can't escape. He's tried a few things based on other suggestions (clearing cache, closing browser, turning off and restarting phone), but nothing so far has provided him with an off ramp from this freeway to nowhere. When the form returns to the start, all his previous answers are still there, and he doesn't see any validation errors.
I've asked him to try using the form on his PC to see if the issue is related to the device or to his authentication credentials, but we're really grasping at straws here. Does anyone have a systematic approach for getting to the root cause of this issue or at least terminating the problem?
I'm wondering if he did something different with the branching the first time through, and there is an entry error in one of the fields that is now hidden. He is not seeing anything that explains why the form is exhibiting this behavior.
