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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.


  • Profile Image

    Page Error - Server Not Found when viewing form if accessed using Amazon Route 53 as DNS provider

    Asked by hayesb on April 26, 2013 at 07:37 AM

    Hi, when I preview a form if I click open in a new tab it attempts to open the form with the folllowing URL ...

    http://form.jotform.us/form/31153347807150

    This page errors, server not found. If you try to put in forms.jotform.us into a brower or ping it, it does not resolve. You might want to check your DNS for form.jotform.us on the internet, and also make sure that it is mapped correctly with your web servers. I on an off chance tried changing the above URL so that it was form.jotform.com instead of form.jotform.us and it gave me a page saying that my form can be previewed at the following URL ...

    http://www.jotform.us/form/31153347807150

    This preview URL worked, so maybe its not that form.jotform.us needs to be fixed, maybe your preview interface needs to direct to www.jotform.us when it opens a preview in a new tab.

    Thanks,
    Brian

    Page URL:
    http://form.jotform.us/form/31153347807150

    JotForm preview dns check
  • Profile Image

    Answered by glennlee on April 26, 2013 at 09:11 AM

    Hi Brian,

    Thanks for contacting us!

    I can access this url http://form.jotform.us/form/31153347807150 in my end without any issue. And also forms.jotform.us is incorrect url. Please try to clear your browser cache then try to access your form again. I also cleared your form cache in our end, please see if that helps. 

    Regards,

  • Profile Image

    Answered by hayesb on April 26, 2013 at 11:27 AM

    Hi, the link I provided you was form.jotform.us not forms.jotform.us, and I cut and paste it from your sites interface. If I ping form.jotform.us it says unreachable, the subdomain is not resolving an IP address.

    It is very possible it works on your network as your local DNS may be feeding it too you, rather than internet DNS.

    I clicked the link you provided in your response that you said works, and I cut and paste it into IE, Firefox and Chrome (each having their own cache). Site could not be found was the response on each of those.

    I had 3 different staff test just entering form.jotform.us which should resolve and then redirect to www.jotform.com. They all had server could not be found.

    Please verify your internet DNS provider has form.jotform.us mapped correctly. I have alerted my network administrator to make sure its not an issue with our DNS servers querying the internet DNS servers for information, but due to propogation time it could be and issue on your DNS providers side and we may just be an earlier customer to see it.

    Thanks,
    Brian

  • Profile Image
    JotForm Support

    Answered by Welvin on April 26, 2013 at 12:40 PM

    Hi Brian,

    This issue is a bit new/rare for me. We don't have such users reporting the same for the past few weeks. I can also view the form just fine on a non-support computer.

    This could be either of your network settings and with your browser settings. Please kindly Reset your router or renew adapters and reset browsers settings (may remove all plugins and custom settings).

    Our form.jotform.us or form.jotform.com and any others can only be access on form URL's. As far as I know, we don't have any problems with them.

     

    Thanks

  • Profile Image

    Answered by hayesb on April 26, 2013 at 12:48 PM

    My network administrator checked and Amazon Route 53 (DNS provider) is not resolving your site DNS on all its servers. So this would likely be affecting any of your customers that uses Amazon as their DNS provider for their network.

    Amazon would be getting your DNS from your ISP, you might want to have your network admin double check your ISP's DNS settings (zone record) for the form.jotform.us subdomain just in case. Sometimes issues can take up to 24 hours to propogate across the internet. Usually takes a network admin about 5 minutes to verify if the DNS is setup and propogating correctly.

    This is not a browser or local infractrutrue issue, anything hosted on Amazon or using Amazon's Route 53 DNS service will likely be affected.

    NOTE: I was able to test on my cell phone, so I know it works on Verizon's network. So I know the system is up, and its not an issue on the web servers, its a DNS routing issue with some providers.

  • Profile Image
    JotForm Support

    Answered by Welvin on April 26, 2013 at 01:31 PM

    Hi Brian,

    I have forwarded this thread to our Level 2 Support/Developers. We'll see if what they can advice to this concern. 

     

    Thanks

  • Profile Image
    Chief Technology Officer

    Answered by eee on April 30, 2013 at 02:48 PM

    Hi,

    Is there a specific reason for you to use Amazon Route53 as a DNS resolver? We're using Amazon Route53 as a backup DNS solution but our records seems outdated. I believe that was the reason for timeouts on your end.

    Problem should be solved right now,

    Kindest Regards,

    Ertugrul.