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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Users from Ecuador are experiencing DNS issues

    Asked by ecutickets on March 21, 2017 at 03:10 PM

    Our customers cannot display our forms, which are displayed in https secure pages and use the payment widget integrations provided by JotForm. We have been very meticulous to follow Jotform's policies, and cant understand why our forms can't get displayed. This is the message we see when trying to access any of our forms:

    form.jotformz.com’s server DNS address could not be found.

     

    DNS_PROBE_FINISHED_NXDOMAIN


    Is there any customer service phone number to request priority assistance?

    Page URL:
    https://ecutickets.explogic.solutions

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    JotForm Support

    Answered by david on March 21, 2017 at 05:13 PM

    Though I am unable to reproduce this on my end, it does seem there are a few reports originating from the same region with the same issue.  I will forward this to our developers to have a look.  We will let you know as soon as we have any updates.

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    Answered by adminvalle on March 21, 2017 at 05:34 PM

    I can confirm this same issue is happening to me. I am in Ecuador too

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    Answered by ecutickets on March 21, 2017 at 06:58 PM

    Update: When testing with networks from Claro ISP the forms seem to display. On all other ISPs no jotforms display.

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    JotForm Support

    Answered by Chriistian on March 22, 2017 at 01:16 AM

    Thanks for updating us.

    I have already added your findings to the raised ticket. Rest assured you will be informed in this thread if this has been fixed.

    Regards.

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    JotForm Developer

    Answered by hasan on March 22, 2017 at 09:03 AM

    We checked your forms for possible problems but couldn't found any issues.

    This might be related your users' internet service providers. I tried with several VPNs to reproduce the issue with no luck.

    Could you please let us know primary locations of your users? We need to investigate it further.

    Thanks.

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    Answered by Camilo Cruz  on March 22, 2017 at 09:06 AM

    Users are primarily located in Quito, Ecuador.

    They have reported that the problem persists.

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    JotForm Developer

    Answered by servet on March 22, 2017 at 09:52 AM

    Could you share your DNS Server Ip address?

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    Answered by ecutickets on March 22, 2017 at 11:22 AM

    This is the dedicated IP address where the site is hosted: 50.87.22.189

    This is the IP address where the nameservers DNS point to: 162.159.24.80

    When trying to view the site from this IP: 181.39.125.183 Jorforms are not displayed.

    When viewing from this other IP (same browser, different ISP) the forms display fine. 190.131.163.112

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    JotForm Support

    Answered by david on March 22, 2017 at 12:31 PM

    Thank you for the additional information, we will let you know as soon as we have any updates.