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Troubleshooting iVerify Submit New Lead Function Freezing Issues

Symptom/Error

The iVerify 'Submit New Lead' function freezes and fails to load the next page during the VOB submission process. Common signs include:

  • Page becomes unresponsive when clicking 'Submit New Lead'

  • Browser appears to be loading but never progresses to the next step

  • The verification process stops working completely

  • No error message is displayed, just an indefinite loading state

Cause

This issue is typically caused by user role setting conflicts that create timeout or script issues during the submission process. The conflicting role settings prevent the iVerify system from properly processing the lead submission request.

Solution

Follow these steps to resolve the freezing issue:

  1. Identify the affected user: Confirm which user account is experiencing the freezing issue with the 'Submit New Lead' function.

  2. Access user role settings: Navigate to the user management section to modify role settings.

  3. Adjust user role settings: Modify the user's role settings to resolve the conflict causing the timeout/script issues. This may involve changing permissions or role assignments that are interfering with the iVerify submission process.

  4. Save the changes: Ensure all role-setting modifications are saved.

  5. Test with admin impersonation: Have an admin user impersonate the affected user account to test the fix.

  6. Run a test policy: While impersonating the user, attempt to run a test VOB policy through the 'Submit New Lead' function.

  7. Verify successful completion: Confirm that the verification process completes successfully without freezing or loading issues.

Expected Result

After adjusting the user role settings:

  • The 'Submit New Lead' function should load normally without freezing

  • The page should progress to the next step as expected

  • VOB submissions should process successfully

  • No timeout or script errors should occur during the submission process

Escalation

Contact Dazos Support if:

  • The issue persists after adjusting user role settings

  • You're unable to identify which specific role settings are causing the conflict

  • Multiple users are experiencing similar freezing issues

  • You need assistance with user role configuration or impersonation testing

When contacting support, provide details about:

  • The specific user account experiencing the issue

  • What role settings were attempted to be changed

  • Results of the admin impersonation testing

  • Any error messages or browser console errors observed

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