Cannot access form

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    libbajames
    Asked on April 17, 2017 at 12:49 PM

    My form has been working fine until I had to change the settings on a field. Now, participants are not able to access the form. The link did not change. Can you help?

    Thanks!

    Libba James

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    John_Benson
    Answered on April 17, 2017 at 01:41 PM

    I checked your account and I can see that it is in good status. I also opened your form direct link and it is working properly on my end. Are you still having issues using the Safari browser? Can you try loading your from on a different browser (Google Chrome or Mozilla Firefox)?

    See image below: 

    Google Chrome browser

    Mobile Safari browser

    I will also clear your form cache so it will be refreshed from our server. Let us know if the issue persists so we can investigate it further.

    Thank you.

     

  • Profile Image
    libbajames
    Answered on April 17, 2017 at 02:45 PM
    This is so strange. I have tried to open it with Safari and Chrome, same result. I have had other people in my office try, they cannot open it either.
    Libba James, Ph.D. | Counselor, last names A-F
    970.686.8123
    libba.james@weldre4.org
    Windsor High School
    WHS Facebook •  WHS Twitter • WHS Counseling Twitter
    ...
  • Profile Image
    John_Benson
    Answered on April 17, 2017 at 03:15 PM

    To my understanding, it is not only you but the other people in your office as well. Are the people in your office using the same internet connection? 

    Please try opening this link and see if that works: https://www.jotform.com/form/70644361995162.

    Also, please test if a different internet connection will fix the issue. If yes, please contact your IT department so that they can unblock or whitelist the JotForm domain.

    We'll wait for your response. Thank you for your cooperation.

  • Profile Image
    libbajames
    Answered on April 17, 2017 at 03:45 PM
    After looking closer, the link you sent to me is https://www.jotform.com/form/70644361995162 . The link that I have been using and the link that I am/was instructed to copy form the “Publish” tab on Jotform is https://form.jotform.us/70644361995162. The .com link that you sent to me works. However, the .us link is what my students have been accessing for a couple of weeks. I am scared that if I use a new link, anyone who has been working in the .us link will lose all of the work that they have already done.
    Libba James, Ph.D. | Counselor, last names A-F
    970.686.8123
    libba.james@weldre4.org
    Windsor High School
    WHS Facebook •  WHS Twitter • WHS Counseling Twitter
    ...
  • Profile Image
    jonathan
    Answered on April 17, 2017 at 04:16 PM

    Using the form URL https://form.jotform.us/70644361995162 with the .us sub domain work for me just fine as well.

    It should actually work even more for you if you are located in US.

    Are you still having issue loading the form on your browser when using this URL https://form.jotform.us/70644361995162 ?

    Can you check if there is any visible error message you can see on the browser when the issue happen. Please provide us with more details of what you seen on your side.

    We will wait for your response.

  • Profile Image
    libbajames
    Answered on April 17, 2017 at 04:45 PM
    This is the message I use the .us link on safari:
    This is the message on Chrome:
    Libba James, Ph.D. | Counselor, last names A-F
    970.686.8123
    libba.james@weldre4.org
    Windsor High School
    WHS Facebook •  WHS Twitter • WHS Counseling Twitter
    ...
  • Profile Image
    John_Benson
    Answered on April 17, 2017 at 06:25 PM

    Hello,

    Have you tried contacting the IT department so that they can unblock or whitelist the JotForm domain? Also, have you tried other internet connection accessing the link with the ".us"? 

    This will help us isolating the problem whether the issue is in our servers or only on your end.

    Thank you.

  • Profile Image
    libbajames
    Answered on April 18, 2017 at 04:44 PM
    Our IT department whitelisted the site and we are up and running again! Thank you so much for your help. I apologize for taking so much of your time. You were more responsive than my own IT department! Thank you again!
    Libba
    Libba James, Ph.D. | Counselor, last names A-F
    970.686.8123
    libba.james@weldre4.org
    Windsor High School
    WHS Facebook •  WHS Twitter • WHS Counseling Twitter
    ...