Users are blocked from filling out online form

I purchased the initial package that allows 500 responses to an online form/month.  We've received 5 responses and subsequent applicants have told us they are blocked from completing it.

Hi,
Is there any error message when you access the shared files? Please open the Shared Folders snap-in in mmc, and then find the Open Files in the Shared Folders to check if there is any session opens the shared files.
Shared Folders includes the Open Files that shows the files on the system that are currently open and shows you which users have the files or folders open.
Best Regards,
Mandy 
We
are trying to better understand customer views on social support experience, so your participation in this
interview project would be greatly appreciated if you have time.
Thanks for helping make community forums a great place.

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    Hi,
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    We
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