JotForm is blocked by Malwarebytes

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    markwilsonhypno
    Asked on May 05, 2017 at 02:13 PM

    I have had a large number of people not able to see my jotform when I send them to my sites landing page

     

    Below is a screen shot from a client and it shows also an issue which says their malwarebytes software has blocked the form.

    They have just messaged me back and said that once they have placed the IP address of jotform into their whitelist and gone back to website it will then show them the app form.

    Please help it is most urgent as the course is taking place in 2 weeks!! 

    Thank you

     

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    AIDAN
    Answered on May 05, 2017 at 02:24 PM

    I have examined the page URL you kindly provided, and I couldn't find any embedded JotForm form. Could you please point us to where you are embedding your form in order to inspect and assist you further?

    Thank you in advance. We are awaiting your reply.

  • Profile Image
    markwilsonhypno
    Answered on May 05, 2017 at 02:27 PM

    Hi Aidan, that one is via the apply now button.

    You should see it by going to the page below...

    www.evolvemindshypnosisacademy.com/apply-now

    Thanks 

    Mark

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    Kiran
    Answered on May 05, 2017 at 02:42 PM

    We are sorry for the inconvenience this may have caused. Unforutnately, Malwarebytes is an offline program and it is required to add the JotForm domain jotformeu.com to the whitelist manually by the users where it is installed. We have already sent a request to Malwarebytes to unblock the JotForm domains and we hope it will be resolved soon by them.

    At this moment, we request you to notify your users to whitelist jotformeu.com domain in the Malwarebytes program in order to display the form correctly on the web page.

    Thanks!

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    markwilsonhypno
    Answered on May 05, 2017 at 02:46 PM

    Hi Kiran 

    That only explains this one client!

    Google Chrome without Malware was another.

    Samsung mobile phone on android was another.

    We can if we really need to let the malware one go but what about the others?

    Thanks Mark

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    Kiran
    Answered on May 05, 2017 at 03:17 PM

    I have checked your web page at my end and see that the form is displayed correctly on a chrome browser both from a PC and android device. I have also tried using VPN to connect to Spain and see that the form is displayed without any issue.

    Could you check with the users if there is any error displayed at their end? If you are experiencing the similar issue, we request you to check the browser console for any error reported. If there are any, please provide us with the screenshot of the console so that we can further investigate the issue.

    To open the dedicated Console panel on the browser, either:

    Press Ctrl+Shift+J (Windows / Linux) or Cmd+Opt+J (Mac).

    If DevTools is already open, press the Console button.

    When you open the Console panel, the Console drawer collapses automatically.

    Thank you.

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    markwilsonhypno
    Answered on May 05, 2017 at 03:33 PM

    Hi Kiran

    Thanks.

    I have had message back from the malware - one.

    He removed jotform from whitelist and had a problem opening my form. However before he added it back to white list he opened another jotform and that worked fine. ??

    Once he added my jotform back to whitelist he could open mine too. That must indicate that the issue is with mine.

    It would have an issue with the other one if not surely.

    Hope this helps you a little more.

    Many thanks

    Mark

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    AIDAN
    Answered on May 05, 2017 at 03:44 PM

    Thank you for providing this information. I'm sure you are aware that malware detection software rely on their engine and sometimes also heuristics, and as a result they tend to have false positives. As we do not have access to their software, it becomes difficult to pinpoint the issue that is resulting in this false positive.

    Hopefully feedback from the other form users will shed some light on any issues related to your form. We will be awaiting your update. Thank you.

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    markwilsonhypno
    Answered on May 05, 2017 at 04:06 PM

    Thanks Aidan,

    Another client just given feedback

    She on intenet Explorer - and Windows 7

    She can see my form but there is no submit button to send it.

    Sent her the link to my colleagues at http://innervisions.es/apply%20albir.htm

    and that ones showing perfectly fine for her.

    Does that give any more help? 

    Thanks 

    Mark

  • Profile Image
    Kiran
    Answered on May 05, 2017 at 05:14 PM

    I have checked your web page on Internet Explorer 11 on a Windows 7 virtual machine and see that the form is displayed correctly at my end. Please see the screenshot below:

    Generally, we recommend our users to use Google Chrome or Mozilla Firefox for JotForms. Could you ask the user to use Google chrome and check if the Submit button is displaying correctly?

    Let us know if you need any further assistance. We will be happy to assist.  

  • Profile Image
    markwilsonhypno
    Answered on May 05, 2017 at 05:46 PM

    This is the screen shot Ive just been sent for a google chrome and windows 10 user has just sent me. Hope this helps...

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    Welvin
    Answered on May 05, 2017 at 07:35 PM

    The correct form URL is 

    https://www.jotformeu.com/form/62685658830367 

    or 

    http://www.jotformeu.com/62685658830367

    And the error is not within the form, but the user's settings. The following articles will help them fix the problem:

    http://troubleshooter.xyz/wiki/fix-error-107-neterr_ssl_protocol_error/

    Also, ask the user to check the form using Firefox or any other browser. Check in both private/incognito window. 

  • Profile Image
    markwilsonhypno
    Answered on May 06, 2017 at 08:42 AM

    I have updated the form embed to Iframe. Since doing this Two different clients have sent me the screen grabs below which show the frames visible but not loading the forms inside.

     

    thanks Mark 

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    markwilsonhypno
    Answered on May 06, 2017 at 10:49 AM

    Also just had this from a client using Explorer 

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    Kiran
    Answered on May 06, 2017 at 01:12 PM

    Could you confirm that this issue is from a different client? If so, please check if the user is having any anti-virus software other than Malwarebytes installed on his computer that might be blocking JotForm website. Since we are receiving multiple reports, could you also check if they are also using the same internet service provider? 

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    markwilsonhypno
    Answered on May 06, 2017 at 01:18 PM

    Hi Kiran

    Thanks for your reply.

    These are two different clients. One in Spain and one in Uk.

    Definitely on different ISPs. Only one of them is aware of the malware that you can see on the bottom right of the screen grab.

    The fact that they can both open a colleagues jotform without issue and yet neither can see mine nor can they see mine when I send them a link to the form on jotform direct is rather alarming. I have even added a link on to the web page to click should the original form not appear. They can both see the iframe and neither can see any application.

     

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    Welvin
    Answered on May 06, 2017 at 04:00 PM

    I think your other client is also using Malwarebytes. I would suggest confirming this so to make sure it's not the ISP that's blocking Jotform. Ask your client to check the console log for the error:

    https://support.mozilla.org/en-US/kb/delete-cookies-remove-info-websites-stored

    https://support.google.com/chrome/answer/95647?hl=en 

     

    We haven't receive a reply from Malwarebytes yet, but I sent them another email. We'll keep you posted. For the meantime, as shown in the Malwarebytes popup, adding the domain jotformeu.com to their exclusion list should work. Ask them to do that. Maybe, add a note about Malwarebytes detection on top of your form where it is embedded. This way, they know what to do. 

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    Viditour
    Answered on May 08, 2017 at 03:31 PM

    Hi Welvin,

    Just an update; we experience the same problem:

    Malwarebytes version 3.06

  • Profile Image
    markwilsonhypno
    Answered on May 08, 2017 at 03:34 PM

    Thanks for your support too Viditour. 

  • Profile Image
    markwilsonhypno
    Answered on May 08, 2017 at 03:37 PM

    When we use Jotform we can not expect our potential clients to add jotform to a malware whitelist - most of them wouldn't even know where to start with this. They don't see the jotform appear as it should, they just go somewhere else and the business opportunity is lost. Not good. :-(

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    AIDAN
    Answered on May 08, 2017 at 03:42 PM

    Thank you for your feedback Viditour.

    Mark, please note that we did not receive a reply from Malwarebytes yet, and I am sure that you can understand how badly that affects us, for reasons beyond our control, just because their software has this false positive.

    I can only apologize for any inconvenience caused, while we reach out to Malwarebytes in the hopes that they improve their detection or get us out of this false positive decision/pattern.

    Thank you in advance for your understanding.

  • Profile Image
    Viditour
    Answered on May 08, 2017 at 03:42 PM

    Hi  markwilsonhypno,

    I think this problem is almost impossible to avoid if your using a hosted form solution. I think that somebody abused Jotform to host malware and Malwarebytes blacklisted the whole domain. Not a lot Jotform can do about it. Hope Malwarebytes will whitelist Jotform again!

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    markwilsonhypno
    Answered on May 08, 2017 at 06:54 PM

    Good point and I appreciate what your saying. Unfortunately despite Jot form being a great option I think I'm going to have to look at my own solution...

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    AIDAN
    Answered on May 09, 2017 at 11:03 AM

    Please note that we have heard back from Malwarebytes and they have resolved the issue in their latest version. Version 3.0.6 is the latest one at this time, and you may consider reaching out to your users in order to update.

    Again apologies for any inconvenience.

  • Profile Image
    markwilsonhypno
    Answered on May 09, 2017 at 01:27 PM

    Hi Aidan. Excellent news. Long may it work :-) 

    Regards 

    Mark