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Submitting Support Cases - HTML error

Submitting Support Cases - HTML error

You know what would be really cool? If I could submit a support case without getting the absolutely unhelpful "your post couldn't be submitted because of invalid html code" error.

First - why is it I can't submit a post if I use bold, underline, or bullets? Totally ridiculous.

Second - if you won't let me use any or one of the above, WHY IS IT IN THE TEXT EDITOR AS AN OPTION?

Third - thanks for making me solve the mystery of whatever html code isn't accepted, instead of yielding an actually helpful error message. I totally have time in my day for this nonsense.



Smiley LOL

Khoros Alumni (Retired)

Hi @Nava_Schneider

Thanks for taking the time to bring this up and for managing to find the cause of it.

Interesting though that it won't let you post with any formatting. So it actually uses the same editor as what's on a normal post. Can you post with any special formatting?

I have to admit the error isn't that great, I have brought this to our product team recently and going to work with them on looking on ways to make it better so it actually tells you why it's presenting you with an error 🙂


Second the Case Portal error messages being very unhelpful. We removed the text editor but primarily due to syncing with SFDC which couldn't handle the rich text format.

Khoros Alumni (Retired)
Status changed to: Investigating

Upvoting this as we've seen this too when submitting a case. I would understand why this would happen if I had copied and pasted from another application but sometimes it's just on the new text I've added with the formatting readily available from the text editor. 

I am going to post a new idea if there isn't one that those HTML error messages need to be more specific and actually highlight where on the text the error has occurred. It tells you in the error message it's highlighted the error but actually it never shows the error and it's just trial and error to get it to work unless of course you then hit the flood control restriction as you desperately try to get it posted. 😩

Khoros Alumni (Retired)

@elbranscomb are you experiencing that error on our Atlas case portal?

If so, I did notice you mentioned about formatting, what specific formatting did you try to use?

If it were the bullet points or the number list, we did push out a fix for that late last week so that should already be fixed for you.


Thanks @StevenT - I can't remember specifics but I do know I use a lot of bulleted or numbered lists when posting cases so it could well have been that. Good to hear a fix went out for that so hopefully I won't see this again. 

Khoros Alumni (Retired)
Status changed to: Resolved

Hi @elbranscomb hopefully fingers crossed that should now be resolved with the deployment last week.

If you experience it again please let me know and I can take another look into it for you.

Haha, I never saw this post, interested to see results. Most of the time I open a support ticket, it's muscle memory at this point to post it first into notepad, and then copy/paste into the ticket, as I got HTML errors 80% of the time I opened a ticket. This just became a simpler process 😂

@StevenT I actually just tried this, and it still destroyed my formatting

Case 00352969 - I uploaded a word document to show how I originally had it formatted on the case, which seems to have been 100% stripped away after I submitted the case 😞 

(Edit: FWIW - It did first show the "html error, submit again" error, but it still showed my formatting intact, so I just hit submit - After which when it showed my post, it was just a wall of text)