Issue with access after sharing link

Hi,

I have created my form and have sent the link to 2 people now to test, but they are unable to access the form.

Please can you help?

thanks!

ed 

I checked your form, it seems to be okay. I also tested the link its working:

https://form.jotformeu.com/73092626846363

Can you please check the URL you sent out? Its possible it isn't correct.

If your users are still getting an error message it would help if you could pass that on to us. Please try submitting a screenshot:

How to Post Screenshots to Our Support Forum

Many thanks for your reply and help. it is very much appreciated! 

Some users are using the link ok, but the same 2 users are still having issues. 

Here is the screen shot of the error both on desktop and their iPhone. 

Any ideas?

many thanks!

Ed

Can you tell me are the 2 users in the same office? If they are both on the same network it would look like a connectivity problem. If they are on different networks then its likely the problem could be on our side.

The 2 users are in different networks. 

the first user has tried to access online via desktop and iphone and no luck (error messages in the photos above)

The other user in a different location has tried to access it via desktop and on Android phone with no luck. (this other user has also sent it to his daughter who also has an android phone) and also could not access it)

all 5 other people I have sent it to have been able to access it successfully.

do you think there might be some kind of the bug in the form? Would it help to copy it into a new form?  

any ideas would be great. We simply can not use this is we are not 100% confident people will be able to access it !

thanks 

ed 

I see in your screenshots that you used your computer and phone from WiFi, so it's the same network. That could be an issue. 

And since you mentioned all those devices, it could be that they are all connected to the same service provider.

Anyhow, please try using your phone from 4G network (or any, just not wifi) and see if that makes any difference.

If the issue persists, please share the console report when the error occurs: 

https://www.jotform.com/help/453-How-to-get-a-console-report-from-most-common-browsers

So we can see what is going on.

Thank you!

Hi,

So some more developments.

Using a 4G network worked for one user. 

However for the other user it still has not worked (i am getting a console report). 

One other user was trying to access the form via 4G and the following error message came back (attached).

any more ideas? again we just cant use the form unless we know people can use it!

thanks

ed 

I have escalated the issue to Level 2 support. They will investigate and post a response on this thread.

many thanks! 

ed 

Hello,

Sorry for this inconvenience. 

Having the console log would help us much. Could you please gather console logs and send us as screenshot? 

My colleague has posted a tutorial about how to get console report.

Regards.

Good morning, we are in the process of collecting the console reports. 

in the mean time one other user has had the same error message as another user had both on wifi and 4g (Safari could not open the page because the server stopped responding)

just to give you a background. we desperately need this form to work as we are launching a new cycling kit for our members. we have over 500 members and would basically upgrade to our account when we go live. BUT we just cant do this unless we are sure everyone will be able to access the form! 

if we cant find a solution in the next couple of days sadly we will have to use another tool/product. As you have been so good at responding and helping so far i am happy to wait another 48hours to try and resolove this before we have to consider another option. 

while we wait for the console report is there any other way we might be able to solve this issue? perhaps re building the form in another template? open to any ideas you might have -we just need it to work!

cheers

ed 

Hello, 

This is hard to tell something valuable at this point. We need to distinguish how clients are trying to get the form. ( we need to know network traces on browser, IP address and etc. )

We are waiting traces keenly. 

Regards.

Routenverfolgung zu eu-lb1.jotservers.com [52.29.239.142]
über maximal 30 Hops:

  1     2 ms     2 ms     2 ms  centrobusiness [192.168.1.1]
  2    10 ms    10 ms    10 ms  213.3.239.216
  3    15 ms    12 ms    11 ms  193.134.95.65
  4    15 ms    15 ms    17 ms  i79zhh-015-ae13.bb.ip-plus.net [193.134.95.14]
  5     *        *        *     Zeitüberschreitung der Anforderung.
  6     *        *        *     Zeitüberschreitung der Anforderung.
  7    22 ms    20 ms    20 ms  ae-21.r02.frnkge04.de.bb.gin.ntt.net [129.250.8.33]
  8    21 ms    21 ms    20 ms  ae-27.r24.frnkge08.de.bb.gin.ntt.net [129.250.5.52]
  9    31 ms    21 ms    25 ms  ae-13.r03.frnkge03.de.bb.gin.ntt.net [129.250.6.207]
 10    21 ms    21 ms    32 ms  212.119.27.170
 11     *        *        *     Zeitüberschreitung der Anforderung.
 12     *        *        *     Zeitüberschreitung der Anforderung.
 13    21 ms    21 ms    22 ms  54.239.5.170
 14    21 ms    23 ms    21 ms  ec2-52-29-239-142.eu-central-1.compute.amazonaws.com [52.29.239.142]

Ablaufverfolgung beendet.

That seems like you are able to reach corresponding server successfully. Could you please try to trace route directly to form.jotformeu.com and jotformeu.com? 

And that would be great to have browser's network traces when you can't reach the form. ( https://www.jotform.com/help/453-How-to-get-a-console-report-from-most-common-browsers )

Regards.

Routenverfolgung zu jotformeu.com [104.25.114.9]
über maximal 30 Hops:

  1     2 ms     1 ms    36 ms  centrobusiness [192.168.1.1]
  2    10 ms    10 ms     9 ms  213.3.239.216
  3    13 ms    11 ms    11 ms  193.134.95.65
  4    14 ms    15 ms    14 ms  i62bsw-025-bun12.bb.ip-plus.net [193.134.95.68]
  5     *        *        *     Zeitüberschreitung der Anforderung.
  6     *        *        *     Zeitüberschreitung der Anforderung.
  7     *        *        *     Zeitüberschreitung der Anforderung.
  8    17 ms    19 ms    16 ms  104.25.114.9

Ablaufverfolgung beendet.

That also seems OK. And lastly what about form.jotformeu.com ? 

the link form.jotformeu.com is not running....

no Access to the form on this link.

We try without form. only jotformeu.com/xxxxxx  the the Access is running.

That is a good thing. Could you please try to trace route form.jotformeu.com? and also try to access form with form.jotformeu.com/xxx with the Developer Tools? 

Network tab is selected.

it looks like form.jotformeu.com is blocked by the providers......?

Could you please try to access forms with : https://eu.jotform.com/xxx ?

https://eu.jotform.com//53534093327354

on this link it runs.....

it runs also under https://jotform.com//53534093327354

only https://form.jotformeu.com//53534093327354 is blocked, but this is the link you advice in the depolyment of the Formular

hello all! MANY thanks for all your support on this. we are checking your solutions and will report back asap!

Ed

success!!! it works ! 

Thank you so much for all your help on this. we really appreciate it!

ed 

Currently we are having some issues with Swisscom. They have blacklisted one of our eu servers. All required contacts have been made. We are waiting for a reply. Sorry for this inconvenience and your understanding.

For any trouble regarding this topic you can alternatively use https://eu.jotform.com/xxxxxxxxx or https://jotformeu.com/xxx to avoid any inconvenience. 

Regards.

Hello,

Regarding reaching JotFrom via Swisscom, although we receive no response from Swisscom, there are some customer feedbacks that they were able to reach our eu servers using Swisscom. Could you please try again to reach Jotform eu servers? 

https://form.jotformeu.com/xxx 

Waiting for your reply,

Regards. 

Our Form is reachable on https://form.jotformeu.com/53534093327354 again.

Thanks for the information and support.

Glad to hear that we are working smooth on Swisscom. 

Regards.