- calhouncollegeAsked 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?
- JotForm SupportRichie_PAnswered 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.
- calhouncollegeAnswered on February 26, 2018 at 02:35 PM
Yes it worked for me as well. I will ask for a console log.
- calhouncollegeAnswered on February 27, 2018 at 03:57 PM
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.
- JotForm SupportRichie_PAnswered 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.