Forms not accessible from China

  • Profile Image
    sercanselvi
    Asked on January 20, 2017 at 11:07 AM

    Dear support team,

    Apparently, form.jotform.com address has been blocked in China and inaccessible from mainland China at the moment.

     

    We do have participants from China who couldn't see our forms and complained about this issue. I am sure you also have users from there. I just wanted to reach out to you and ask if you are aware of this and working on it to find a way to unblock it.

     

    Best,

    Sercan

  • Profile Image
    Kiran
    Answered on January 20, 2017 at 12:43 PM

    We have very few users in China and we have received few cases that the JotForm domain is blocked. However, it seems that the subdomain form.jotform.com is blocked. You may replace the subdomain name to www instead of form, it should be working fine. For example, form.jotform.com might not be accessed, however, www.jotform.com can be accessed.

    As I check your account, the forms in your account are being accessed by the domain www.jotform.us. So your forms should be accessible from China. Please see the screenshot below:

    Hope this information helps! Let us know if you need any further assistance. We will be happy to assist.  

     

  • Profile Image
    sercanselvi
    Answered on January 20, 2017 at 03:05 PM

    Dear Kiran,

    Thanks for your quick response and the explanation. When I go to my form (ID: 63223545076151) and click to Publish button what I get as my form link is form.jotform.com, I do not get a link with .us domain. What do I need to do? Just change the domain extension to .us and that's it? 

  • Profile Image
    david
    Answered on January 20, 2017 at 05:52 PM

    Correct, if the forms work from the .us domain, all you need to do is change the URL from jotform.com to jotform.us the form will work the same from both URL's.

  • Profile Image
    sercanselvi
    Answered on January 23, 2017 at 04:01 PM

    I followed your advice and shared my form link with .us address. Our Chinese participant was able to see and submit the form but here is the problem, from the administrator view the required fields are empty. 

    When someone fills out the form with .com address there is no problem, when .us form is filled out then we are missing the most important information.

    What could cause this difference? Can you try to take a look at from your side?

  • Profile Image
    david
    Answered on January 23, 2017 at 05:14 PM

    There should be no difference.  I checked your form from the .us domain and the validations do look to be working correctly:

    I tested a clone of the form and everything was forwarded.  If the data was collected, it should be been forwarded, regardless of the domain used.

  • Profile Image
    sercanselvi
    Answered on January 24, 2017 at 09:21 AM

    I totally agree. It should have been in that way. But this is the data I received from .us form.

     

    The only missing data is coming from .us form and these are required fields.

  • Profile Image
    Kiran
    Answered on January 24, 2017 at 11:34 AM

    I have tried accessing the web page using a proxy webpage and see that the conditions are not working.

    It looks like it was the issue that caused the blank field entries in the submissions due to some elements on the form are blocked. Could you check with your ISP if they can whitelist the JotForm domain?

    Also, please check if there are any browser console errors when the form is accessed and provide us with a screenshot to see if we can assist you further.

    Thank you!