Forms will not load if they use "form.jotformeu.com" sub domain.

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    vahs
    Asked on November 07, 2017 at 05:17 AM

    Hi

    On my clients website I embedded some jotform-forms with scripts (e.g. www.vahs.ch/274.html). Until recently everything worked fine without problems. Yesterday the client phoned me and told me, that on his computer (and on some other users computer) the forms weren't accessible any more. On my computer everythings still works fine. I tested it on several browsers (on Mac and PC) and I didn't find anything wrong. The only difference between me and the client is the webprovider. Now I suspect his webprovider (Swisscom) to be the culprit, but their support doesn't seem to be able to solve the problem. Did you make some changes on the script or could you find in the log-files something, that would explain why he and some other users can't access the forms or the embedded jotform-script  (e.g. eu.jotform.com/build/70104287133346)?

    Thanks in advance for your help.

    Best regards
    Cuno Vollenweider

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    onur
    Answered on November 07, 2017 at 05:41 AM

    Hello,

    Sorry for the inconvenience.

    We are in a process to identify what could be the problem. Since it is not reproducible from our side, we requested browser network traces from the ones who is facing this problem. This is essential for us to distinguish problem.

    If you are able to gather those info please share with us with screenshots. Here are some guides about how to get those and share with us: 

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

    https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum

    Regards.

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    onur
    Answered on November 07, 2017 at 05:41 AM
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    vahs
    Answered on November 07, 2017 at 06:10 AM

    Thanks for your quick answer.

    As soon as the client tried to make some screenshots of the browser-console mysteriously everything worked fine again. We don't know why but the problem seems to be solved.

    Thanks for your help.

    Best regards
    Cuno

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    onur
    Answered on November 07, 2017 at 06:17 AM

    Thanks for the good news. 

    Please feel free to report us any problem.

    We will continue analyzing this problem to prevent future inconveniences. 

    Regards.

  • Profile Image
    vahs
    Answered on November 07, 2017 at 07:52 AM

    Hi onur

    The problem is back. As you can see in the screenshot, there is just one error-message:
    "Failed to load ressource: Zeitüberschreitung bei der Anforderung (request timeout)"

    Does that mean that your european server is slow or has problems to deliver ressources?

    Best regards
    Cuno

    1510059102screen_2017-11-07_01.06.55p.gi

  • Profile Image
    onur
    Answered on November 07, 2017 at 07:55 AM

    Hello,

    We are suspecting that some providers have blocked form.jotformeu.com. Could you please try to access forms with : https://eu.jotform.com/xxx  or https://jotformeu.com/xxx ? 

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    Kevin_G
    Answered on November 07, 2017 at 12:48 PM

    Thank you for reporting this to us, I will pass this information over to our second level so this can be resolved as soon as possible. 

    We will keep you updated via this thread. 

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    onur
    Answered on November 08, 2017 at 12:53 AM

    I've sent required e-mail to Swisscom. We will let you know about the updates.


    Thanks for your interest and understanding,

    Regards.

  • Profile Image
    onur
    Answered on November 08, 2017 at 02:21 AM

    In the meantime, you can alternatively use https://eu.jotform.com/xxx or https://www.jotformeu.com/xxx to avoid any inconvenience. 


    Regards.

  • Profile Image
    cuno
    Answered on November 11, 2017 at 08:19 AM

    Hi Onur

    The problem seems to be solved. Obviously your Mail to Swissom-Support helped and your server (form.jotformeu.com) isn't on the blacklist any more.

    Many thanks for your fast support.

    Best regards
    Cuno

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    TREVON
    Answered on November 11, 2017 at 01:51 PM

    Thank you for confirming your forms are working well for EU users. Kindly feel free to let us know in case you need any assistance.