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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Submit form not working: The webpage is not available error

    Asked by dionbowden on October 29, 2012 at 04:06 PM

    Hello,

     

    When pressing submit form we see the "please wait" and in the bottom right hand corner we see uploading (0%). After about a minute the form is lost and we receive the error, "The webpage is not available."

     

    Thanks for your help.


    Dion

    Page URL:
    http://www.jotform.com/form/11581158109

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    JotForm Support

    Answered by Mike_T on October 29, 2012 at 04:58 PM

    Thank you for contacting us.

    I was able to submit your form without any problems. Also, our monitoring app is not showing any downtime today.

    Can you please clear cache and cookies in your browser, and then re-check the form?

    If the issue still persists, please let us know.

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    Answered by dionbowden on November 01, 2012 at 10:30 AM

    Hello Mike,

     

    Thanks for your response. We are still getting the same error, firefox gives the error, "submit.jotform.co"

     

    Dion

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    Answered by pinoytech on November 01, 2012 at 10:38 AM

    Hi Dion,

    I've check your form as well and I didn't reproduce the said issue of your form. Have you tried already viewing your form on a different browsers?

    Thanks.

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    Answered by dionbowden on November 02, 2012 at 04:35 AM

    We have tried on multiple browsers. The only browser where we don't get the issue is on an IPad. It looks like it is a speed issue as we are based in SA and the connection is timing out. This problem is happening with all our staff on their individual laptops.

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    JotForm Support

    Answered by NeilVicente on November 02, 2012 at 05:22 AM

    @dionbowden

    Just like my colleagues, I was unable to reproduce the problem on my end. Is it safe to assume that this error occurs exclusively on your work network?

    Is the iPad using another network, on a cellular one perhaps? If so, then we can definitely conclude that the problem lies on your network connection.

    In that case, the best course of action would be to coordinate with your IT team, and have the network rebooted, if possible. Checking the firewall might be a good idea as well.

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    Answered by dionbowden on November 20, 2012 at 10:50 PM

    Hello Neil,

    It does look like the problem is linked to one ISP as the form works fine on other networks. We have contacted the ISP in question (you can imagine how difficult it is to tell them there is an issue with their network). They have responded with the following;

    "The only thing that could possibly be causing this would be that the form does not pick up the IP range as south african.

    I would suggest contacting them and asking them if this is the case.

    The range Afrihost now uses is 105.236.0.0/16"

    Does this help at all?

     

    Dion

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    JotForm Support

    Answered by liyam on November 20, 2012 at 11:07 PM

    Hello Dion.  You can probably ask them to test the form from their end and see if they're able to complete it up to seeing the Thank You page.  I'm not certain about what do they mean by the form not picking up the IP range as South African.

    As it seems that you're able to have your iPad make a proper submission on a different network, have you tried connecting your iPad on the same network and see if you're able to make a proper submission?

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    Answered by dionbowden on November 21, 2012 at 02:50 AM

    Hello Liyam,

     

    It's not just my IPad, my laptop and IPhone (3G) can all work the form fine. It's just that when we use the connection via this particular ISP that we have the problem with the form.

     

    Dion

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    JotForm Support

    Answered by idarktech on November 21, 2012 at 04:50 AM

    Hi Dion,

    While it is obvious that one of your ISP has this issue, would you mind contacting them about this? Like what my colleague has stated, you can let them access the form and have them test on it, that may help them figuring out the problem. Also, is it only happening on the form? Don't you ecounter any download issues using that ISP? I believed they have latency problem on their end.

    I have already added your IP range to our whitelist but I am not sure if this is the case here. Can you do some further checking?

    We'll await your reply. Thanks!