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bajaaliveAsked on April 8, 2020 at 7:27 PM
Hi
I'm having a problem with the following form.
It's embedded into our website and opens perfectly for me but one of our contacts based in Mexico cannot open the form neither on the website nor when I send him the direct link to the form on your site.
https://form.jotformeu.com/91867046758371
Do you have any idea as to why this is happening... this is the error code he gets when trying to open the above link (roughly translated into english)Can't access this site
It's taking too long to answer
Check the connection
Check proxy and firewall
Running network diagnostics windows -
Vanessa_TReplied on April 8, 2020 at 11:38 PM
Based on the error message, it is probable that they're having slow connection, or has a firewall that prevents them from accessing the form.
Can you please ask them to try the following:
1. Disable firewalls
2. Use a different device/computer
3. Use mobile device with mobile data only
Let us know how it goes and please ask them to share a screenshot of the page as well as the console logs:
How-to-Post-Screenshots-to-Our-Support-Forum (Note: Email Attachment Is Not Supported)
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bajaaliveReplied on April 10, 2020 at 3:28 PM
Hi Vanessa
I've managed to solve it and would welcome your thoughts.
I was looking at the URL for the form and wondered what would happen if I removed the "eu" between the end of Jotform and .com and sure enough it worked!
So this will open in Mexico: https://form.jotform.com/91867046758371
But this will not: https://form.jotformeu.com/91867046758371
But both open in the US and over here in the UK
So do you think this is something to do with my contact in Mexico's Internet Provider who is blocking certain content ?
Thanks
Brian
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Kiran Support Team LeadReplied on April 10, 2020 at 4:22 PM
I have tried testing the form https://form.jotformeu.com/91867046758371 using Mexico VPN and I was able to access the form without any issue. Could you check the form from a different location or different service provider such as mobile data to see if that works?
Please get back to us if you need any further assistance. We will be happy to help.