Thank you page error

  • Profile Image
    calhouncollege
    Asked on February 26, 2018 at 12:38 PM

    Hi, we've received word that one of our forms has shows a 'hmm, we can't reach that page' error message once the user hits submit. Screenshot attached from a user. User says they tried all browsers.

    I tested the form myself and it seemed to work fine. Any suggestions?

  • Profile Image
    Richie_P
    Answered on February 26, 2018 at 02:19 PM

    I cloned your form, tested a submission and I can't seem replicate the issue also at my end.

    Most probably, the user had a security software that blocked the JotForm thank you page URL,  or an add-on installed on the browser affecting the Thank you page.

    You can ask the user to give as a screenshot of the console report,there maybe an error that could help us know what the issue is.

    Here is a guide on How-to-get-a-console-report-from-most-common-browsers

    Kindly, also ask the user to try another web browser, and disable any security software.

    Let us know how it goes.


  • Profile Image
    calhouncollege
    Answered on February 26, 2018 at 02:35 PM

    Yes it worked for me as well. I will ask for a console log.

    thanks,

  • Profile Image
    calhouncollege
    Answered on February 27, 2018 at 03:57 PM

    Hi Richie,

    I just got a call from the user I asked for a console report, there were no errors in the console, so I didn't bother asking for a screenshot.

    This has only happened twice and only for this form, so I think you're right there must be a security issue somewhere on their network. These users are public high schools, so I would assume the networks to be fairly locked down. I don't think the user will be able to disable any security software.

    I'll keep this thread updated if it happens again.

  • Profile Image
    Richie_P
    Answered on February 27, 2018 at 04:15 PM

    Usually school firewalls are strict and blocks most applications.

    Let us know if the issue persists so we can check it further.

    Thank you.