Overview

Why This Happens

Best Practices to Prevent This Issue

What Support Should Request From the Practice

Overview

Some practices have reported the following error when patients attempt to submit a packet:

“We encountered an issue processing your form. Please try again in a few moments.”

This error can occur when a packet contains a large amount of forms and/or when individual forms includes a very large amount of data. Large packets may exceed processing limits, resulting in failed submissions.

Why This Happens

This issue is typically triggered by:

• Packets containing a large number of forms (commonly more than twenty).
• Forms that collectively generate large data payloads at submission.
• Packets with heavy or complex conditional logic.
• The overall size of the packet exceeding internal processing thresholds.

When a packet surpasses these limits, the system may time out and return an error.

Best Practices to Prevent This Issue

To reduce the amount of form submission errors:

• Reduce the number of forms included in a single packet.
• Remove unnecessary redundancy in questions.
• Break overly complex packets into smaller, more manageable packets when possible.

These adjustments help keep the packet size within safe processing limits.

What Support Should Request From the Practice

If a patient reports this error, gather the following information to properly escalate and diagnose the issue:

• A screenshot of the error message.
• The name of the form or packet where the issue occurred.
• Whether the issue happens consistently or only for certain submissions.

The practice experiencing the issue must be the one to contact Support with this information.