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

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    fwcenter
    Asked on January 21, 2021 at 12:22 PM

    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.

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    Laura_L
    Answered on January 21, 2021 at 03:28 PM

    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,

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    fwcenter
    Answered on January 21, 2021 at 04:08 PM

    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.

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    Laura_L
    Answered on January 21, 2021 at 05:30 PM

    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,

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    fwcenter
    Answered on January 21, 2021 at 05:53 PM

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

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    Laura_L
    Answered on January 21, 2021 at 07:21 PM

    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,

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    fwcenter
    Answered on January 22, 2021 at 10:50 AM

    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.

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    Bojan_J
    Answered on January 22, 2021 at 11:52 AM

    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.

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    fwcenter
    Answered on January 22, 2021 at 12:03 PM

    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.

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    fwcenter
    Answered on January 22, 2021 at 12:04 PM

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

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    Bojan_J
    Answered on January 22, 2021 at 01:48 PM

    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.

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    fwcenter
    Answered on January 22, 2021 at 04:03 PM

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

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    Jed_C
    Answered on January 22, 2021 at 08:44 PM

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

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    uygar
    Answered on January 25, 2021 at 12:23 AM

    Hi,

    We whitelisted your username. Sorry for the inconvenience.


  • Profile Image
    fwcenter
    Answered on January 25, 2021 at 10:53 AM

    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.

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    Bojan_J
    Answered on January 25, 2021 at 12:41 PM

    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.

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    fwcenter
    Answered on February 01, 2021 at 10:59 AM

    Good Day,


    Any updates on this yet?

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    Bojan_J
    Answered on February 01, 2021 at 12:06 PM

    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.