Captcha error: Captcha appears and won't load on iPads.

We lockdown our submission ipads to only allow access to jotform websites to fill our surveys but for some reason now they seem to be requiring a captcha that they cant fill out because it wont load. Do you have a site we need to whitelist for this to work or is there a safe submitters list that can whitelist IP's so this isn't required?

I provided our form link and an image of the issue, Please with Stephen Barajas he can be reached at sbarajas@tarranttech.com and handles our I.T.

Hi,

Thank you for contacting us.

The captchas might occur due to the traffic from your IP address. Could you provide us the IPs you are using the form on the iPads, and we will whitelist the IP addresses on our end, and see if that will help.

Looking forward to your reply.

Best Regards,

Here is the ip list, thanks for your assistance.

162.201.89.229

24.178.215.50

70.118.88.30

71.11.206.54

Let me know when we can try.

Hi,

Thank you for providing the IPs.

I have now whitelisted all 4 IP addresses. Could you kindly try and see if that helped?
If you would still encounter the captcha and it would be freezing, please let us know and we will investigate the issue further.

Best Regards,

It does appear to still be happening, We will give it until the morning and will check back in.

Hi,

Please let us know how it goes, and if it is not resolved, we will continue investigating the issue.
I would also suggest to clear your browser's cache, and possibly try with a different browser.

On a side note, have you tried using our Mobile Forms on your iPad, rather than using JotForm from the browser?
The app is free to download and includes a "kiosk mode" for the forms - meaning that you can lock the screen to a specific form, and multiple users can fill out the form on the device, but they are not able to exit the form to other pages.
Just thought that I would mention this, as it might be something that could be useful, depending on your use case.

Looking forward to hearing from you.

Best Regards,

Good Morning,

It does appear that its still occurring. I have having them bring the ipad to my office to see if the issue goes away if that is the case than we are missing something in the whitelist.

Greetings.

Would you mind if we make a test submission directly on your form to try to replicate the problem? This way we would be able to help you efficiently.

Thank you for your cooperation.

Good morning i have confirmed that the whitelist appears to not be working. They brought the ipad to my office and it worked as expected.

No problem, For the required first name and last name use Tarrant and Tech, they will know its false.

I have submitted a test form without any problem.

Can you please let us know does this happens after you submit the form? As soon as we hear back from your, we will forward the problem to our Developers, and they will be able to resolve the problem.

Thank you for your cooperation.

Correct it happens after submitting the form and prevents the form from being submitted.

I have forwarded this to L2 and we'll let you know here once we have an update.

Hi,

We whitelisted your username. Sorry for the inconvenience.

Good Morning Team,

It appears the issue is still occurring, they said:

I’m here in Arlington today but saw you’re email about testing the Ipad in FW and had Mary test it. She got back to me and said that it still isn’t working and the captcha is still coming up

Are there domains we can whitelist on our end for the captcha service?

Thanks.

Greetings.

You can find the list of IPs and Domains if you click here, however, I am not sure if this will resolve the problem.

I will notify our Developers that the problem is not resolved, and as soon as we hear back from them, we will let you know.

Thank you for your patience.

Good Day,

Any updates on this yet?

Unfortunately, we still did not hear back from our Developer.

I will send them a message to see if there are any updates.

Thank you for your understanding.