Intermittent Unwanted CAPTCHA shows up upon submission.

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    AvlDSD
    Asked on December 27, 2019 at 09:15 AM

    Hi, we are getting the Captcha with the "I'm Not a Robot" checkbox, and then the picture with the "Find all the Stoplights" etc. It's an internal office form and we don't want this!

    We did not add a Captcha form element. These seem to come and go, starting about a month ago. So maybe the Google Captcha was somehow added behind the scenes?

    Any thoughts? Thanks!

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    Richie_P
    Answered on December 27, 2019 at 09:29 AM

    Do note that the captcha is only asked when we detect unusual traffic from the IP or if the system detects that you are a bot. 

     May we know if you have a different network? A mobile perhaps? Can you try it there? Or, anyone outside your network you can ask to try?

    You may also share your IP address so that we can try to add it to our  whitelist.

    Looking forward for your response.

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    AvlDSD
    Answered on December 27, 2019 at 09:35 AM

    Further info -- the Captcha is coming after the Submit button is hit. It's a sign in sheet so our Thank You page simply bounces back to the URL. It's running on an iPad in kiosk mode. However we get the Captcha message when running in Chrome in Preview Form mode, as well, although without the picture. Thanks again,     City of Asheville

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    AvlDSD
    Answered on December 27, 2019 at 09:38 AM

    Hi and thanks.  We do not have a different network. Our IP address appears to be 72.250.240.54.  The function of this form is a lobby queue management, so it receives multiple similar submission sometimes in quick succession.

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    Vanessa_T
    Answered on December 27, 2019 at 09:44 AM

    Apologies for the inconvenience. As mentioned by my colleague, the captcha field, although not explicitly added on your form, is being shown on your end if we detect high traffic from the same IP, in order to prevent spam submissions.

    I understand this is a sign in form, so pretty much, the traffic will most likely depend on the number of employees you have.

    I have now whitelisted your IP address. Kindly check and let us know if the issue persists.

  • Profile Image
    AvlDSD
    Answered on December 27, 2019 at 09:51 AM

    Thank you Vanessa and Richie. The change apparently hasn't taken effect yet, but I know that can take some time. If it's still happening after an hour or so I will post back. Thanks again

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    AvlDSD
    Answered on December 27, 2019 at 11:52 AM

    Unfortunately we're still getting the Captcha, even after clearing browser caches and restarting.

    Any other suggestions? Thanks

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    BDAVID
    Answered on December 27, 2019 at 12:35 PM

    I'll sent this to our back-end team to see if we can prevent captcha from showing when the form is submitted from your IP address. You will be updated here.

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    AvlDSD
    Answered on December 31, 2019 at 07:56 AM

    We are still getting the same problem with the unwanted Captchas. Any word on a solution? Thank you.

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    gerardw
    Answered on December 31, 2019 at 08:13 AM

    Sorry, but we haven't yet received an update on this issue. Once there is an update, we'll inform you via this thread.

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    AvlDSD
    Answered on January 03, 2020 at 08:09 AM

    We appreciate that you all are working on this, and that it may be complex to fix. We are dealing with dozens of irritated customers each day. My inclination is to create a clone and try using that. Do you think that would be helpful or would that just postpone (or worse intensify) the problem? Thank you

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    IvayloK
    Answered on January 03, 2020 at 08:14 AM

    Actually, I believe that it is a good idea and this may fix the issue.

    Please give it a try and go ahead and clone the form. You can follow this guide:

    https://www.jotform.com/help/42-How-to-Clone-an-Existing-Form-from-a-URL

    Then, please let us know, if this helps, so we can add it to the ticket.

    We will wait for your response.


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    AvlDSD
    Answered on January 03, 2020 at 09:25 AM

    I did try that and unfortunately we are still getting the Captcha on the clone -- that URL is https://form.jotform.com/200024160742136. So that seems like evidence the issue is tied to our IP address? Again, that is 72.250.240.54

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    AshtonP
    Answered on January 03, 2020 at 09:32 AM

    I have forwarded this update to our backend team. They will get back to you as soon as they have any updates on this.

    Thank you for your patience.

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    AvlDSD
    Answered on January 03, 2020 at 01:31 PM

    As further info, I picked a random test form from a few months ago, which only has one question. It also triggered the Captcha issue, after running from inside our office. Then I ran the same form from my phone via cellular data. That worked fine. So all of that seems even more evidence that the issue is IP-related. Thank you

    That form is: https://form.jotform.com/92205184272150


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    JohnRex
    Answered on January 03, 2020 at 02:26 PM

    Thank you for that additional information.

    Let me relay it as well to our backend team for their reference. They'll be contacting you soon on this thread as soon as an update is available.

    Thank you for your patience.

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    AvlDSD
    Answered on January 07, 2020 at 09:37 AM

    Just a few more notes -- the IP address is for the entire City of Asheville network. We have plans to deploy Jotform in two other locations in the City but can't because of this issue. Will it be helpful to put you in touch with a City ITS network engineer?

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    Vanessa_T
    Answered on January 07, 2020 at 10:47 AM

    Thanks for that additional info. I have forwarded it to our backend team as well as the suggestion of coordinating with your network engineers.

    Should our backend team need their assistance, you will also be notified via this thread.

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    AvlDSD
    Answered on January 14, 2020 at 03:44 PM

    We understand this is in your queue, but just wanted to let you know we are still dealing with this issue. We have three separate apps that are not able to run because of the issue. Thank you

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    Vanessa_T
    Answered on January 14, 2020 at 04:46 PM

    Our apologies for such inconvenience and thank you for understanding. This has been taken into account.

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    AvlDSD
    Answered on January 23, 2020 at 09:59 AM

    Just keeping in touch on this. It seems as if there is no solution forthcoming? We are exploring other software for our internal needs. Again, the problem only occurs from our City IP Address. Customers are using Jotforms that we created from their residences and businesses with no problem, but the three apps we want to use from City buildings are still flagged as spammers and require the Captcha. Thank you

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    JohnRex
    Answered on January 23, 2020 at 10:30 AM

    Apologies but I can see there are no available updates yet at the moment. But let me relay this to our backend team and make a follow up as well for possible updates.

    Thank you for your patience.

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    AvlDSD
    Answered on January 27, 2020 at 10:25 AM

    This is getting ridiculous. Now our customers are at times having to go through three or more screens of "I am not a robot" and the associated "Check All the Boxes Without a Car" type irritants. Just to sign into the lobby... We had planned to get an enterprise-wide version of Jotform but that will never happen until this obnoxious issue is fixed. Our frustration level is very high here. There is no spam happening, unless you all know something we don't. I don't understand why our IP address can't just be whitelisted?!

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    Richie_P
    Answered on January 27, 2020 at 11:43 AM

     We do apologize for the inconvenience.

    Unfortunately, updates are not available as of the moment.

    Once updates are available, you will be notified at this thread.

    Thank you for your patience and understanding.

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    Denis
    Answered on January 29, 2020 at 07:38 AM

    Hello,

    Sorry for the inconveniences caused. The issue should be fixed now. Please test it and let us know if the issue persists. If you need any further assistance please, feel free to contact us anytime!


    Regards.

  • Profile Image
    AvlDSD
    Answered on January 29, 2020 at 10:42 AM

    Wonderful thank you! It all seems good now. We appreciate the help and the professionalism of the Support staff. If there is anything we can do at our end to prevent this from happening again, please let me know. Thanks again.