# Your form could not be saved

### Problem <a href="#problem" id="problem"></a>

When saving an item (such as a Case or Fire Prevention Notice), you receive this message:

> Your form could not be saved

This can happen on both the web and mobile app.

When this happens, the data you've entered in the form has either been blocked from or is not fully sent to the server.

### Explanations <a href="#explanations" id="explanations"></a>

#### Security Block <a href="#security-block" id="security-block"></a>

Our Web Application Firewall (WAF) monitors for "HTML injection" threats, and it has mistakenly detected a threat in your HTML/CSS.

The most likely cause is unsupported formatting or special characters in a [Rich Text Field](/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items.md#rich-text-fields). Just one could stop the form saving. Care should be taken when copying and pasting there especially from applications such as Microsoft Word or Microsoft Outlook which support characters that are not supported due to WAF.

**Solution**

Before copying and pasting into a Rich Text Field, copy into a text editor such as Notepad or TextEdit to strip out any unsupported formatting.

If your content is already copied and pasted, then remove the content, save and then repeat the step above before re-saving.

If this solution doesn't work, it may not be a security block and may be occurring for a different,  unknown reason. In this case, please follow the steps below.

#### Unknown reason <a href="#unknown-reason" id="unknown-reason"></a>

A Save message may occur for an unknown reason, though this is rare.&#x20;

There are several possible reasons why this could happen including:

1. a temporary break in network connection affecting the form/data you're working with
2. previously entered non-compliant data that isn't fully cleaned
3. etc

**Solution**

When this happens, you will need to cancel the new item or edit and repeat the process. Unfortunately your data is not saved but will not save unless you create a new item.

If you're using the mobile app, then incrementally saving as draft may help prevent mitigate data loss before attempting to save to the server.

### More Help <a href="#more-help" id="more-help"></a>

If you've read through these instructions and are still stuck [contact the Service Desk](https://docs.cw.crisisworks.com/security-and-support/maintenance-and-support/accessing-support) we can assist you to identify potential problems with the template/s.

Send us a copy of your HTML via the service desk and we can help to resolve the issue.


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