I am having Error message when viewing JotForm from out office.

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    Wil Roebeck
    Asked on August 06, 2013 at 05:17 PM
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    tasha_ize
    Answered on August 06, 2013 at 06:39 PM

    Hi,

    Can you try clearing your browser cache and viewing the page again, it might be a case where our server was down for a short while when you attempted to view the page? If you are still having the issue please send us the url that you are trying to access so that we can try to reproduce the error.

    Thanks!

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    Wil Roebeck
    Answered on August 06, 2013 at 07:05 PM

    Thanks Tasha, but we are still getting the same error.  This is when anyone in our office tries to browse to www.jotform.com

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    khrisell
    Answered on August 06, 2013 at 09:37 PM

    Hello,

    Your connection in the office are having problems with it.

    In this case I highly suggest that you clear your dns cache.

    How to clear your DNS cache

    The following methods allow you to remove old and inaccurate DNS information that may result in 404 errors and such.

     

    Windows® 8

     

    Press Win+X to open the WinX Menu. Right-click on Command Prompt and select Run as Administrator. Type the following command and press Enteripconfig /flushdns If the command was successful, you will see the following message: Windows IP configuration successfully flushed the DNS Resolver Cache.

     

    Windows 7

     

    Click the Start button. Enter cmd in the Start menu search field. Right-click on Command Prompt and select Run as Administrator. Type the following command and press Enteripconfig /flushdns If the command was successful, you will see the following message: Windows IP configuration successfully flushed the DNS Resolver Cache.

     

    Windows XP, 2000, or Vista®

     

    Click the Start button. On the Start menu, click Run.... If you do not see the Run command in Vista, enter run in the Search bar.Type the following command in the Run text box: ipconfig /flushdns

     

    MacOS® 10.7 and 10.8

     

    Click Applications. Click Utilities. Double-click the Terminal application. Type the following command: sudo killall -HUP mDNSResponder ALERT! Warning: To run this command, you will need to know the computer's Admin account password.

     

    MacOS 10.5 and 10.6

     

    Click Applications. Click Utilities. Double-click the Terminal application. Type the following command: sudo dscacheutil -flushcache

     

    If problem persists after clearing your DNS cache, kindly let us know so that we could further investigate and we could work on it together.

    But clearing DNS should fix the issue.

    Thank you for using JotForm.

    Happy to help! :)

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    Wil Roebeck
    Answered on August 06, 2013 at 11:04 PM

    Thanks for your reply. 

     

    We have cleared our DNS cache on our servers, changed to different external DNS servers but still get the same error. 

     

    When running a trace route we are getting to your IP address but we just get the error page.

     

    Tracing route to jotform.com [190.93.252.24]
    over a maximum of 30 hops:

      1    <1 ms    <1 ms    <1 ms  10.0.0.253
      2     1 ms    <1 ms    <1 ms  122-56-32-226.gis.global-gateway.net.nz [122.56.
    32.226]
      3     4 ms     3 ms     3 ms  g2-0-4-1158.tkcr4.global-gateway.net.nz [122.56.
    106.153]
      4     3 ms     3 ms     3 ms  ae3.20.tkbr9.global-gateway.net.nz [202.50.232.9
    7]
      5    26 ms    26 ms    26 ms  xe0-1-0.sebr1.global-gateway.net.nz [202.50.232.
    14]
      6    26 ms    26 ms    26 ms  ae1-10.sebr2.global-gateway.net.nz [202.50.232.2
    42]
      7    28 ms    32 ms    26 ms  13335.syd.equinix.com [202.167.228.154]
      8    28 ms    33 ms    26 ms  190.93.252.24

    Trace complete.

     

    Its a bit of a weird one, but hope you can help or point us in the right direction.

     

    Thanks

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    Athans
    Answered on August 06, 2013 at 11:45 PM

    Hi,

     

    I'm not a pro when it comes to this kind of stuff but I would love to help you.

     

    1) Are you using the same computer from your office or home? Laptops?

    2) Same browser?

     

    Clearly you are not blocked from the site and your traceroute is good.

     

    Here is my suggestion to you.

    1) Clear your browser cookies and check the website.

    2) You may have put that website in restricted sites on your browser, so try different browsers.

    3) Check your firewall or antivirus setting this might be the cause.

     

    I hope this help.

     

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    Wil Roebeck
    Answered on August 07, 2013 at 12:53 AM

    Still no luck, tether my laptop to my iPhone and the website loads fine.  Connect it to our network and get the error in the screenshot.

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    Athans
    Answered on August 07, 2013 at 01:01 AM

    Hi,

     

    We need to find out if the problem is your dns or in the part of jotform.

     

    Once again I'm not a pro I'm just trying to help you.

     

    Try to use a proxy then if you can connect in your office using a proxy the problem will be in your connection part.

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    EltonCris
    Answered on August 07, 2013 at 01:11 AM

    Hi Wil,

    What is the IP Address on your office network? We'll whitelist it here and check it afterwards if this fixed it. If not, you may try to contact your ISP and ask why jotform.com isn't available when you used their service, this might also be something to do on their end. 

    We'll await you reply. Thanks!

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    Wil Roebeck
    Answered on August 07, 2013 at 01:16 AM

    Thanks Elton,

     

    Our external IP is 122.56.32.225. 

     

    Ill contact our ISP if this doesn't work. 

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    EltonCris
    Answered on August 07, 2013 at 01:30 AM

    Done. Kindly clear your browsers cache and recheck. Thank you!