Form not opening in Mexico

  • bajaalive
    Asked 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_T
    Replied 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)

    How-to-get-a-console-report-from-most-common-browsers

  • bajaalive
    Replied 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 


  • Kiran Support Team Lead
    Replied 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.