Cannot Fill Out Online Ds-156 Form For Us Visa

[qualtrough]

My Thai wife's 10 year US visa expired recently, so we went to the US embassy web site to find instructions for renewing it. The process involves filling out an electronic (on-line) DS-156 form and another form, purchasing a PIN number needed to make an appointment, and then going in for the interview. Here is my problem. I cannot fill out the DS-156 on my home computer despite have the latest Firefox and IE browsers and Adobe as instructed. Every time I spend 15 minutes completing the form and click continue I get the following message: "(Item 15) Invalid Entry-The street address line 1 field can only contain the following characters A-Z, 0-9, $ ? period hyphen apostrophe space" However, the line doesn't contain any prohibited characters, and no matter how I have modified it the same happens. I just now tried to fill out the application using my computer at work and the same thing happened. I can find nothing on the embassy site dealing with this, and the embassy operators tell me that they visa section does not take calls. I have writen to the visa section and other e-mail addresses and only get form responses that are of no assistance. Earlier this week I contacted my senator's office back home to see if they could assist, but have had no word from them. So, at this point we cannot renew my wife's visa, and we cannot get any assistance or answer for this problem. I would greatly appreciate any advice or assistance that could help us solve this riddle! Thanks in advance to anyone providing sincere replies.

Edited February 4, 2010 by qualtrough

[mizzi39]

Hello, When I filled out my wife's DS 156 and DS 157I got the same error in the address line. I was not adding any special characters either. What i did before receiving the error was I put "Nai Muang". To correct this I put "NaiMuang" (no space) and it rectified the problem.

I also use Firefox, but you may want to close Firefox and open windows explorer to complete the application. This is what i did. Good luck!

Edited February 4, 2010 by mizzi39

[lopburi3]

You are not using the normal slant bar by any chance? 3/34 is not accepted on most computer forms but 3-34 would be.

[qualtrough]

Thanks to both of you for your responses. Unfortunately any change made to the offending line makes no difference, including removing a / mark in our house number. At home I initially used Firefox, but then switched to IE, without success. Both are the latest versions with 128 bit security. I also downloaded and installed the latest version of Adobe Reader, so I have in place what the embassy advises. I tried again with IE at work, again, no success. I really would like to avoid having to buy a new computer just to fill out the form, and filling it out at an Internet Shop is probably not a good idea as well.

What really irks me is that I have discovered no solution through the embassy's visa web pages, the visa section does not take calls, and 3 or 4 e-mails have all generated the same generic form letter that does not in any way deal with the issue. I should add that one time an operator transferred me to a recorded message saying that those experiencing technical problems should visit or write an e-mail address or web site. There was no option to repeat it, and when I called back (several times) no operator was able to transfer me back to that message and basically denied its existance. I doubt it would be the answer, as I suspect it was a referrral to the Embassy's visa info site. BTW, the operators will not identify themselve, will not pass you on to a supervisor, and will not pass you through to the visa section.

I am now in a quasi-Kafkaesque situation where there appears to be no way to speak with an actual human about this, or find a web page or recording that specifically deals with this problem. I am not saying it doesn't exist, but I have spent a lot of time in the last three trying to find it without success. I wouldn't be surprised to wake up tomorrow to find out that I have become an insect I am still hoping someone out there might be able to provide assistance.

[qualtrough]

I just did a GIS for 'Problem filling out electronic DS-156 form' and found this from the US Embassy's UK site:

If you experience problems in accessing this form and are unable to complete it by the date of the interview, your appointment will be cancelled and you will be required to reschedule for another day.

OK, thanks for that news. And thanks for the comprehensive advise on what to do if you experience problems. Not. Perhaps I should buy a PIN, schedule an appointment, and then when they cancel that because I don't have the form ask them how I can complete it. But I would not be surprised if they could not/would not answer that question, so I would be out $25 for the PIN and might go ballistic and end up in Guantanomo or wherever we send security threats nowadays. So that's out.

[ ... ]

What you Need

To use the electronic visa application form, your Internet browser must support 128-bit encryption and you should use either an ink-jet or laser printer to print the completed application form. If you are using Internet Explorer (Windows), the minimum version that will work with this site is version 5.0, with service pack 2. If you are using Netscape, the minimum version that will work with this site is version 6.2. You must also have Adobe Acrobat Reader installed on your PC in order to download and print the completed application form. The minimum version that will work with this site is version 5. If you do not have Adobe Acrobat, you may download a copy from Adobe’s web site.

Netscape? Last release was in 2002 according to Wikipedia, but I think Firefox is the successor? At any rate, hard to believe that they do not have any advise for Firefox users, either pro or con.

P.S. Just checked my workplace version of IE. V.6, 128-bit, Update SP2, and Adobe Reader is V.8, so those can be ruled out as the problem.

Edited February 4, 2010 by qualtrough

[Gary A]

For PDF files, you could try this very good program;

http://www.snapfiles.com/get/pdfxchangeviewer.html

[lopburi3]

Your system may not meet the minimum requirements. The following problem(s) have been detected:

* Your browser does not appear to meet the minimum required version.

* You do not appear to have the minimum required version of Adobe Acrobat installed.

I get the above with both FF 3.6 and Chrome and current Adobe reader. However it does load in IE8. This is not an Embassy web site but Department of State so you should contact them using the feedback button at top right of form selection page for technical issues. It will bring up a page for you to explain your problems and provide your email for contact.

I did note in review of form that mistakes could be made as the applicable lines are below the instruction headers but at first glance appear to be above with the format they use. It is the Thai address you have the problem with? They also ask the US address further on.

Edit: Item 15 is the Thai address (missed that) and there are two lines available for street address so make sure the top line is not missed (I could make such a mistake I fear).

[qualtrough]

Your system may not meet the minimum requirements. The following problem(s) have been detected:

* Your browser does not appear to meet the minimum required version.

* You do not appear to have the minimum required version of Adobe Acrobat installed.

I get the above with both FF 3.6 and Chrome and current Adobe reader. However it does load in IE8. This is not an Embassy web site but Department of State so you should contact them using the feedback button at top right of form selection page for technical issues. It will bring up a page for you to explain your problems and provide your email for contact.

I did note in review of form that mistakes could be made as the applicable lines are below the instruction headers but at first glance appear to be above with the format they use. It is the Thai address you have the problem with? They also ask the US address further on.

Edit: Item 15 is the Thai address (missed that) and there are two lines available for street address so make sure the top line is not missed (I could make such a mistake I fear).

Thanks much for your checking this and your advice. I will try that button you mention. I think it is the Thai page I am using, but I will have to check. Line 15 is the first and mandatory line of the address, so I have been filling that out.

[qualtrough]

Your system may not meet the minimum requirements. The following problem(s) have been detected:

* Your browser does not appear to meet the minimum required version.

* You do not appear to have the minimum required version of Adobe Acrobat installed.

I get the above with both FF 3.6 and Chrome and current Adobe reader. However it does load in IE8. This is not an Embassy web site but Department of State so you should contact them using the feedback button at top right of form selection page for technical issues. It will bring up a page for you to explain your problems and provide your email for contact.

I did note in review of form that mistakes could be made as the applicable lines are below the instruction headers but at first glance appear to be above with the format they use. It is the Thai address you have the problem with? They also ask the US address further on.

Edit: Item 15 is the Thai address (missed that) and there are two lines available for street address so make sure the top line is not missed (I could make such a mistake I fear).

Thanks much for your checking this and your advice. I will try that button you mention. I think it is the Thai page I am using, but I will have to check. Line 15 is the first and mandatory line of the address, so I have been filling that out.

I just visited what I think is the page you mentioned at http://travel.state.gov/feedback.php, and it contains a feedback form to ask technical questions.The first time I submitted it without including my email address, thinking I would be prompted to add that after submit, but in re-reading I found the following:

If you experience technical difficulties with this site, please provide the specifics of the technical problem in the space below. You may leave your e-mail address if you would like a response. so I resubmitted with my e-mail this time. I will report back what I hear, keeping fingers crossed.

Edited February 4, 2010 by qualtrough

[Thanyaburi Mac]

I just visited what I think is the page you mentioned at http://travel.state.gov/feedback.php, and it contains a feedback form to ask technical questions.The first time I submitted it without including my email address, thinking I would be prompted to add that after submit, but in re-reading I found the following:

If you experience technical difficulties with this site, please provide the specifics of the technical problem in the space below. You may leave your e-mail address if you would like a response. so I resubmitted with my e-mail this time. I will report back what I hear, keeping fingers crossed.

FYI, I just sent a note to that same "feedback" form asking "what happened to Thailand?" Wonder if this could be part of your problem.

I did provide my email address and will post something if there is a reply.

Mac

http://evisaforms.state.gov/SchedulingSystem.asp

Welcome to the NIV Appointment System

Consulate/Embassy Country

Skips from "Tanzania" to "Trinidad and Tobago"

xxxxxxxxxxxxx

Mac Thompson

FS, retired in Thailand

[taxout]

Is the comma a prohibited character?

Another possibility: are you adding a carriage return at the end of the line?

[qualtrough]

Is the comma a prohibited character?

Another possibility: are you adding a carriage return at the end of the line?

I don't think that is on the list, but there isn't a comma on that line. I didn't add carriage lines. Thanks for thinking about this!

[lopburi3]

The list is what can be on the line - not what can not be on it (which would be anything not listed).

But as Mac said if Thailand is not appearing on the country list there does seem to be a problem at State. The FS stands for Foreign Service so he is a retired Embassy employee, and likely a bit upset also.

[qualtrough]

Might be the comma issue, will try one more time now and report back.

Edited February 4, 2010 by qualtrough

[taxout]

"The list is what can be on the line - not what can not be on it (which would be anything not listed)."

My point was that the comma IS in the list, twice in fact. But it's probably not meant to be listed as such, and that makes for one confusing error message.

Edited February 4, 2010 by taxout

[qualtrough]

OK, Success. Lopburi 3 was correct, it was the comma issue, which as taxout says is confusing, or at least confused me, because the permitted characters are separated by commas. OK, mea culpa, I should have noticed that, but the first impression is "Oh, there is a comma there". Beyond that, here is a list of issues that I think the state department or whoever is responsible should address:

1. Despite having the correct versions of of Firefox and IE and Adobe Reader I received messages saying that my browser and my version of Adobe did not meet minimum requirements, even prior to submission, even though they do. This occurred both on my home computer and work computers.

2. It would be nice if the list of permitted/non-permitted characters was advertised first before pressing submission, not after. Why are they even using a pdf form that does not permit commas, parentheses, and slashes? I am sure I have filled out pdf forms using these characters before. Since all of those are so commonly used in addresses and phone numbers, it would be a good idea for the information on permitted and non-permitted characters to appear at the top of the form.

3. Why does the DS-256 online form page refer to Netscape, which is long obsolete, and make no reference to Firefox, which is in pretty common use? It is my understanding that the electronic D-156 is only a recent requirement, so why the reference to a browser whose last version was issued in 2003, 7 years ago?

4. Why does the required DS-257 form State Department page mention Firefox, but not Netscape, and only to say that it won't work, when it does?

5. Line 8 of the DS-156 states "Other surnames used (Maiden, Religious, Professional Aliases). My wife hasn't used her maiden name for 14 years. I had to do the form again because I later read on another site that this line must contain maiden names. This line is confusing because it opens with 'Other maiden names used' but my wife is not using her maiden name. Why not say something like, 'Other surnames currently or formerly used', or something similar, to eliminate any ambiguity?

6. The drop down lists of visa types for the DS 156 and DS 157 forms contain B1/B2 visa type options that do not match. I don't have the info in front of me, but I think the DS157 has a B1/B2 Business and B1/B2 Business Pleasure, while the DS157 contains a B1/B2 Family option along with a business option. This was confusing.

7. Perhaps I missed it, but there should be a much more thorough FAQ concerning possible technical issues when filling out the form. I have instruction forms from both the state department and the embassy and they do not really go into much detail on trouble-shooting technical issues, etc..

8. When filling out the appointment form after paying for your PIN, there is another page that asks if you want to add other family members (husband, wife, children) to interview with you. My first thought was that I better click and fill that out because I want to go into the interview with her. Turns out that option is for other family members applying for visas. That page could certainly be worded better to make it clear what they mean.

8. Not at all impressed with the communication skills both oral and written of the local embassy via operator and web site, although I have had pleasant dealings with staff in person.

9. There is more, but I think the design and wording of these documents can be confusing/ambiguous, and I can imagine that it would be even more so for a non-native speaker. I spent a lot of time designing questionnaires in grad school and it is quite a process to design a good one that it easy to understand and elicit the info desired. That involves pre-testing, etc. I find it difficult to believe that this was done with these forms.

10. Rant over. I could mention a dozen more issues, but I have wasted enough time on this subject.

Thanks again to all who offered assistance! And good luck to those going through this process!

Edited February 4, 2010 by qualtrough

[lopburi3]

Please do submit your suggestions using the tech feedback. It might be seen by someone who can make a difference. This form must be used by people with very little understanding of English and there is no excuse, except incompetence, for it not being more user friendly. But input/feedback is key to that.

[qualtrough]

Good idea, I will do that. I haven't heard anything back from my first inquiry yet, but it hasn't even bee a day yet. I will see what they say and then can let them know in reply. Thanks for your help.

[Ratsima]

You have to remember that the online visa service is contracted out to a private company known as Teletech. The people you are dealing with are not US government or embassy employees.

They have little interest in helping you out because it doesn't do anything for their bottom line.

When I was helping my wife fill out the online form I had horrible problems getting it to print. Instead of the form going to the printer, I just got an empty browser window with "PDFRenderer" in the title bar. I wrote to them and sent feedback and only got unhelpful replies like:

.

We can prepare DS-156 from our computer and do not have any report of this problem. You should change the computer/internet access or contact your Computer Technical people to assist you.

Eventually I "hacked" into their web site, downloaded the form and printed it from my computer.

I sent feedback both to Teletech and the State Department but got replies from neither. I'm sorry to see that the bad customer service persists.

Edited February 7, 2010 by Ratsima

[qualtrough]

You have to remember that the online visa service is contracted out to a private company known as Teletech. The people you are dealing with are not US government or embassy employees.

They have little interest in helping you out because it doesn't do anything for their bottom line.

When I was helping my wife fill out the online form I had horrible problems getting it to print. Instead of the form going to the printer, I just got an empty browser window with "PDFRenderer" in the title bar. I wrote to them and sent feedback and only got unhelpful replies like:

.

We can prepare DS-156 from our computer and do not have any report of this problem. You should change the computer/internet access or contact your Computer Technical people to assist you.

Eventually I "hacked" into their web site, downloaded the form and printed it from my computer.

I sent feedback both to Teletech and the State Department but got replies from neither. I'm sorry to see that the bad customer service persists.

Hi Ratsima,

Interesting and disappointing. I have had no reply after filling out the online technical comment form. No response to any e-mails from anyone, other than form letters, and of course you cannot speak with a human. What I find so depressing as a US citizen is that I have noticed a marked deterioration in many of the services our government supplies, whereas in Thailand a vast improvement. Specifically, if you have ever had the occasion to deal with the agency that runs Thai passport applications and renewals (can't recall the name at the moment) it is state of the art and world class. I have been down there 4 or 5 times for passport issues with wife and children and we are in and out in 30 minutes, photos are taken electronically, passports can be sent to you via EMS (itself an excellent service), and everything via very orderly well run counters and friendly service. You can deal with humans and no need for an appointment. Oh, and the passports are done in something like 3 or 4 days. Sure, it might be an apples to oranges comparison, but it is disappointing to witness a change in directions.

[Ratsima]

I understand your frustration qualtrough. I spent my entire career as a US Fed. One of the most distressing aspects of that job was to see our ability to serve people deteriorate as workloads increased and budgets decreased.

When I first started to work for the government we actually had personal service and filled forms out for people. By the time I retired almost everything was "self-help" and the amount of time we were able to spend assisting people was severely constrained.

At least my agency has not, as far as I know, outsourced its public contact work.

What Americans will come to learn is that you don't get boutique service at bargain basement prices.

[qualtrough]

I understand your frustration qualtrough. I spent my entire career as a US Fed. One of the most distressing aspects of that job was to see our ability to serve people deteriorate as workloads increased and budgets decreased.

When I first started to work for the government we actually had personal service and filled forms out for people. By the time I retired almost everything was "self-help" and the amount of time we were able to spend assisting people was severely constrained.

At least my agency has not, as far as I know, outsourced its public contact work.

What Americans will come to learn is that you don't get boutique service at bargain basement prices.

Thanks for sharing that. While the bargain basement prices might be those the US government is getting when they contract out, the price of services for citizens has gone up, up, up. Specifically one thing I can think of is notary fees at the embassy, which used to be reasonable, and last time I checked were ridiculous, particularly when you consider that that service is often free at banks, etc. in the USA and that they are basically just rubber stamping a document from the Thai government.

The thing that I find most depressing, and it is not confined to this case or even government agencies, is the increasing difficulty there is in getting someone, somewhere, to answer a question. I am sure we are both old enough to remember when you could just call and ask someone a question and get an answer. Somehow governments and private companies were able to do that without going bankrupt. This issue isn't confined to the US. I just saw a news program on French TV about the almost impossibility of cancelling a cell phone and communications contract once you have signed up. They followed several people as they tried to cancel or change services and they could not get through to anyone, e-mails went unanswered or didn't answer the questions, etc. The 'solution' in that case is that private firms have sprung up that will handle those issues for a fee since it is so difficult to do on your own. Ah, progress!