Cookie Error, but All Cookies are Enabled

[Scottland23]

We have several clients who are accessing Hubspot webpages that have embedded forms (from the form module). However, on their webpage where the form should be, they receive the following error message:

Error: Cookies Disabled

Your Cookies are disabled and that is preventing the tracking of your progress. Please insure our site can track your progress by enabling cookies.

We also activated the Cookie Consent Banner, and have sent in the .har file to Hubspot for support, but still not solutions. This has happened for clients on both Chrome and Firefox (but we are unable to replicate the issue).

Thanks in advance for any additional ideas.

[TomM2]

Hey @Scottland23 is this only happening for a specific client or multiple clients on different networks? Where exactly are you seeing this error? I haven't seen it on HubSpot before. 

What did HubSpot support say about the issue? 

If you have an example of a page seeing this I can see if anything stands out but without being able to replicate it's difficult to troubleshoot. 

If you want to DM me the HAR file I can take a look at that too. 

[Scottland23]

Hi @TomM2 - Thanks for the reply! This is occuring for about 10% of our clients. Unfortuantey, no one on the internal team has been able to replicate the issue - but clients have reported it happening in Firefox and Chrome (and those clients have no other solutions that appear to work). Hubspot support at this time states

"Our team has confirmed that there's a customization in place that's messing up the code of the form in the template. The template is custom coded and we cannot debug custom code. Can you test the same form using a different template? Maybe one template that's within a HubSpot template."

While we do have a custom page template for the web portal in place, we are using the standard Hubspot Form Module to display the form that is generating the cookie disabled error. 

Happy to DM you a screenshot and the HAR file if you're willing to take a look. Im attached a copy of the error where the form should be.