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Required Registration Sign Up Page not Working

Forum|Forum|4 years ago
January 4, 2022
8 replies
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I have set up a meeting with required registration. When an invitee clicks on the registration link the zoom registration page comes up - and they fill out the fields - but when they press REGISTER nothing happens.

The page does not lead to confirmation and the registration is not recorded in the meetings page dashboard.

They are using zoom web platform.

help?

Best answer by rn-zm

Hi @ParentClub @jeremyjustin @Setherkim @HarryWho @YuceMod & everyone else on this thread! Advise looking into the knowledge base article on Zoom registrants stuck in loop issue as the resolution is currently scheduled to be released on April 17, 2023 (web release no update required). In the meantime, hosts should uncheck the required question option from disabled custom questions.

jeremyjustin

Community Champion | Employee

Hi @ParentClub thanks for your question, that is an interesting one. Is anyone else having issues saving the information on the registration page or is this only happening to a single user? If possible, maybe they can try registering with a different browser (e.g. if they are using Internet Explorer, could they try Chrome?).

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LBWeb33

Newcomer

Hi Jeremy/all, I wrote this on another thread as well. I'm having the same issue, but it seems to happen when the link is coming from an e-newsletter on an email marketing platform. After noticing the issue, I tried an experiment - copy/pasting the Zoom link in a browser, RATHER than coming from the e-newsletter. Then it seemed to work. It's a true mystery. Could there be some code that is somehow changing from the e-newsletter to the back end of the Zoom interface?

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LBWeb33

Newcomer

Hi @LBWeb33 thanks for the additional detail here. When you click the link you are going to a web page right, so depending on the link, the web page will render and have certain properties and capabilities. I would suspect that in your case, either

1. the original registration link was copied with some extra characters, or pasted with extra characters From what others have added on this thread it looks like even extra spaces can cause an issue

2. something on the email marketing e-newsletter is adding characters or modifying the original link somehow.

There really isn't anything on the Zoom back end that will take a link and tweak it if that makes sense. So I really believe that in all these cases where registration isn't working, it's due to the original link being modified in some way so that when people click it things don't work properly.

Thanks @jeremyjustin -- I WISH that were the case, but alas, I don't think that's it, since the link TO the Zoom registration page works fine from the newsletter. It's clicking on the REGISTER button ON the Zoom registration page where nothing happens. So if either one of the theories you wrote were happening, how could it possibly link to the Zoom registration page in the first place? Thanks for helping sleuth this....

A

adamprall

Newcomer

Same issue here. I'm a web developer, so I looked in the Inspector, and the so-called "Registration button" is actually a plain "A-link" that links to nothing. I thought it might be a browser or Extension incompatibility, but I tried this on every browser I own, many of them without any extensions or protections turn on, and it still didn't work, on multiple platforms, including a mobile phone.

jeremyjustin

Community Champion | Employee

Hi @adamprall thank you so much for your input! Is there any way to check for the original registration link from this meeting/webinar, perhaps by contacting the host and having them copy the link from the meeting out of the Zoom portal and sending to you via email? Just trying to find out if somehow the registration link is getting modified in some way before it gets to you so that like you say, the link isn't working.

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adamprall

Newcomer

Aloha!

Yes in fact I solved it. As a web designer I'm ashamed for not noticing the problem sooner: my professor had accidentally included two extra characters at the end of the URL, and it ended with some hexadecimal-encoded characters at the end. I don't remember the exact string, but the extra chars were similar to "%A0%E3", so once I shaved those off, the form worked fine. If I were zoom I would check for hex-encoded trailing chars and automatically strip them, easily distinguished by the use of the percent ("%") char.

T

traingreg

Newcomer

Hi

Has there been any resolution to this issue?

Thanks

Greg

M

MickeyV

Newcomer

Check that the URL for your registration page is absolutely identical to the original URL from Zoom.

We had the same problem and it turned out that we were sending out a URL that had two extra characters appended to it (" .", which got translated to "%20." through bit.ly) because of a copy-paste error. Instead of returning an obvious error, the incorrect URL took users to a page that looked almost identical to the correct Zoom registration page, but did not work.

The only visible difference I found was that page generated when using the incorrect URL was missing the captcha.

jeremyjustin

Community Champion | Employee

Hi @MickeyV this is great input thank you for the contribution. From our research so far, what you are experiencing is very similar to what we are suspecting in these cases, that something is different about the registration URL so you are unable to complete the registration. @adamprall I was curious if you have been able to do any more investigation? Thanks to everyone contributing on this thread!

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adamprall

Newcomer

Aloha,

I hope you saw my messages! Thanks!

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YuceMod

Newcomer

Hi, Lately few members - the same ones - cannot open the registration links for diffrent meetings I sent them. So they are not able to fill the form and inevitably cannot attend the meeting. How could I remedy the problem?

jeremyjustin

Community Champion | Employee

Hi @YuceMod please ensure you are sending the registration link through a method that ensures no extra characters, spaces, etc. are being added to the registration link. You can go to the Zoom portal and your webinar and copy the registration link from there, then send to people. If the link is being sent through another way it could be adding/changing the registration link slightly which would cause it not to work. If you are already doing this, please open a support case here https://support.zoom.us/hc/en-us/requests/new and add as much detail as possible about your webinar, the attendees who can't register, etc. Opening a support case is private so you can add details in without concern of those details showing up in this community.

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Setherkim

Newcomer

I am having this exact problem, made more frustrating by the fact that I can't talk to an actual person at Zoom. People fill out the registration page, but nothing happens when they click the registration button. I have opened a support case but have yet to hear back. My meeting is in a week and I may have to cancel since folks are unsure about whether they have in fact registered. ARgggh!

R

rn-zmAnswer

Community Manager

Hi @ParentClub @jeremyjustin @Setherkim @HarryWho @YuceMod & everyone else on this thread! Advise looking into the knowledge base article on Zoom registrants stuck in loop issue as the resolution is currently scheduled to be released on April 17, 2023 (web release no update required). In the meantime, hosts should uncheck the required question option from disabled custom questions.