Unable to click and load the form properly in Nigeria

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    Sabrina 
    Asked on January 30, 2021 at 05:34 AM

    Good morning,

    I can't click anything on my form; it doesn't load properly. Also, when I log into my account GMCKS_Pranic, I can't click anything, or view any submissions or do anything. I have tried on Safari and on Chrome but nothing works. Please help.

    Thank you and kind regards,

    Sabrina

  • Profile Image
    Gaetan_B
    Answered on January 30, 2021 at 01:01 PM

    Hello,

    Thank you for reaching out.


    I have checked your form and account and everything seems to behave normally.


    It might've been a temporary glitch.

    Could you please let us know if the issue is still present?


    Hope this helps.

    Do not hesitate to reach out if you need further assistance


  • Profile Image
    sabrina.mahboobani
    Answered on January 30, 2021 at 01:22 PM
    Hello.
    Thank you for the reply. Unfortunately the problem still persists. Have attached a snapshot of how my form looks. I can’t click the ‘next’ button. It won’t lead me to the next page. Also, the alignment of the text boxes and the questions are off.
    Please advise. Thank you very much.
    Sabrina
    Sent from my iPhone
    ...
  • Profile Image
    Gaetan_B
    Answered on January 30, 2021 at 02:40 PM

    Hello,

    Unfortunately, your screenshot didn't attach.

    Can you share it following this guide to make sure we receive it: https://www.jotform.com/help/438-how-to-post-screenshots-to-our-support-forum


    Hope this helps.

    Do not hesitate to reach out if you need further assistance

  • Profile Image
    GMCKS_Pranic
    Answered on January 30, 2021 at 06:05 PM

    Sorry about that. Please see the attached image. This is how my form appears.1612047911_6015e627b5bdd_E78A6AEC-434D-4

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    Gaetan_B
    Answered on January 31, 2021 at 12:45 AM

    Hello,

    Thanks a lot for the screenshot.


    I can see that a colleague of mine cleared your account's cache and I have the form showing normally on my end now.

    Could you confirm it is okay on your end as well? Are there any adjustments we can help you with?


    Hope this helps.

    Do not hesitate to reach out if you need further assistance

  • Profile Image
    Sabrina 
    Answered on January 31, 2021 at 09:00 AM

    Hello,

    Thank you for the update but there is still no change to my account. Somehow I have managed to set up a few threads on the forum regarding this matter - using my name Sabrina and using my account name GMCKS_Pranic. I'm not sure how that happened and I apologise for that.

    However, the problem still persists and I'm wondering if I could delete my accounts (including the forms already prepared) and start all over again. I'm just confused as to why this problem is occurring. It was working absolutely fine all this while, and my clients were not having any issues. Just on 30 January, a client came and said they had issues accessing the link. I tried It myself and noticed the form wasn't loading properly and the links weren't working. So, I'm not sure what I can do. I'm wondering if the best thing to do would be to delete my accounts and start all over again.

    Please advise.

    I have put up the attached images on my other thread. Attaching it here so you can understand what my problem is.

    Thank you very much.

    1612101602_6016b7e2500e1_Screen Shot 2021612101601_6016b7e13812d_Screen Shot 2021612101599_6016b7df40c66_Screen Shot 2021612101597_6016b7dd7c0c6_Screen Shot 2021612101629_6016b7fd1801a_

  • Profile Image
    Gaetan_B
    Answered on January 31, 2021 at 10:55 AM

    Hello,

    Thank you for the screenshots, this helps a lot.

    I have tried the same on safari and haven't been able to reproduce the same issue:

    1612108381_6016d25d74427_


    Do you have the same behavior in Chrome?

    If so, could you please attach a screenshot of the Google Chrome console? (Command + option + J to make it appear).

    So this way we could see the errors on the page and maybe have some guidance to where it's coming from.


    Hope this helps.

    Do not hesitate to reach out if you need further assistance

  • Profile Image
    Sabrina
    Answered on January 31, 2021 at 03:10 PM

    Hello,

    Thank you for the feedback. Strange that your side the page is loading perfectly. Could it be possible that it has something to do with the internet settings in Nigeria? I am based in Lagos and my clients, too. Though we all use varying devices and internet service providers, we are all experiencing challenges with the JotForm.com website.

    I have tried to log into my account using Chrome but I am still having the same issues.

    One of your colleagues suggested I use a VPN. But how would that help my clients access the form? If I have to use a VPN to access my account, wouldn't they also need a VPN to access the form link? Not really sure how VPNs work.

    In any case, I am attaching a screenshots of what I see right now on Chrome and on Safari again. I don't know what else to do. Another colleague of yours also said you could delete my account but it would take 30 days to purge the contents and I will not be able to use the same email address to register again. She suggested I use my gmail address, but unfortunately, nothing on the website can be clicked for me. I can't sign up with google, I can't log in, I can't see my forms and submissions. I just can't do anything. I'm really stuck.

    And this has happened all of a sudden. As I said previously, the link was working perfectly fine. It's almost like overnight things have gone wrong. Very bizarre!

    1612123646_60170dfeda030_Screenshot 2021

    1612123643_60170dfbea7ec_Screenshot 20211612123812_60170ea4f381e_1612123643_60170dfbc8b72_Screenshot 20211612123633_60170df1e1058_Screenshot 2021

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    Kenneth_C
    Answered on January 31, 2021 at 08:41 PM

    Hi there,

    Thank you for your detailed explanation and for being thorough with your description, I suspect that your IP address might be blocked or restricted, can you share it with us so we can whitelist it?

    Here is how to check your IP address: https://whatismyipaddress.com/ip-lookup

    Awaiting your response.

    Best.

  • Profile Image
    Sabrina 
    Answered on February 01, 2021 at 04:08 AM

    Hello,

    Thank you for your reply.

    I have used your suggested URL to locate my IP address and this is the information I retrieved.

    If you say my IP address has been blocked or restricted - how would that tie in with what my clients are seeing, when they load the page using their devices and internet connections? Would they not be on a different IP address?

    Thank you for your help.

    1612170485_6017c4f5824bf_Screen Shot 202

  • Profile Image
    Kenneth_C
    Answered on February 01, 2021 at 05:46 AM

    Hi there,

    Thank you for the information, I have now whitelisted the IP address, can you let us know if the issue still persists?

    Can you also try to use a different device in accessing the form or a different browser(Private window/Incognito mode).

    Each computer device has its own IP address, so your users might not have the same issue with you.

    Best.

  • Profile Image
    GMCKS_Pranic
    Answered on February 01, 2021 at 09:48 AM

    Hello,

    thank you for your message.

    the website is now working fine after my account was deleted. Though I can’t sign up with the same email address, at least I’ve got the option to start all over again. Definitely it had something to do with my account settings, which was cleared once the account was deleted. It had nothing to do with browser, my internet connection, my IP address... it was the settings on your side, which you and your colleagues couldn’t figure out.

    for how long will I not be able to use the i**o@g**ks.com.ng email address? Can I try to sign up using the same email address after a month or two?

    thanks very much

  • Profile Image
    Sabrina 
    Answered on February 06, 2021 at 01:31 PM

    Hello,

    I’m wondering if you could reinstate my account? I’d like to see if I still experience the technical issues I had previously? Please advise if I can continue to use i**o@g**ks.com.ng with the account name GMCKS_Pranic? Kindly advise.

    Thank you very much.

  • Profile Image
    JohnRex
    Answered on February 06, 2021 at 03:07 PM

    I can see that you have deleted the account. I have reactivated it now.

    Can you try again now? I suspect that the issue is with your location (Nigeria). So if the same issue persists, please try installing a VPN and use it before accessing the account or your forms. You can try using https://www.tunnelbear.com/.

    If it works properly when using a VPN, then the issue is, indeed, with your location. We may need to escalate it to our backend team for further investigation, so please confirm.

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    Mike_G
    Answered on February 06, 2021 at 08:52 PM

    We truly apologize for any inconvenience the issue had caused you. I understand that your old account is the account with the username GMCKS_Pranic. And you have created a new account that is now linked to your Gmail — sabrina.mahboobani

    Do you prefer that we just move forms from the GMCKS_Pranic account to your new account? Because I have forwarded your concern to our developers so they can have a closer look at the issue you are having with your original account — GMCKS_Pranic. Although we cannot provide you with any timeframe for when the issue will be fixed, please be assured that once we have an update from them, we will notify you right away on this ticket.

    Kindly confirm so we can help you further.

  • Profile Image
    sabrina.mahboobani
    Answered on February 07, 2021 at 07:22 AM
    Hello.
    I can’t seem to access this thread again on the forum. Not sure why, it worked just fine yesterday. I’m now getting a prompt that I am not authorised to access the page.
    In any case, I would prefer to reinstate the GMCKS_Pranic account as I use jotform for work. The gmail account Sabrina.mahboobani is my person email, which I don’t associate with my work. I created the Sabrina.mahboobani account simply to test the website and the connection and set it up as soon as GMCKS_Pranic was deleted.
    The challenge I was having was that while my GMCKS_Pranic account was active, I wasn’t able to log in, log out, access my forms, access my submissions, the form wouldn’t load for myself nor my clients, I couldn’t access my account settings, none of the links were accessible. I literally couldn’t do anything. I also was unable to sign up with google or facebook. The only features I could access were the forums, and general info about JotForm. Apart from that, I was unable to do anything. But when the GMCKS_Pranic account was deleted, everything changed! The login button worked, the sign up button worked, I could also sign up with google and Facebook. The only thing I couldn’t do was access my GMCKS_Pranic account, obviously because it was deleted.
    When I saw the website was fully functional, I then proceeded to set up a new account with Google, to test run the website and the features. I was surprised that it all worked! I had no hitches, no broken links, everything proceeded ever so smoothly.
    As I was able to set up the Google account, I could confirm that whatever technical issues I was facing with my GMCKS_Pranic account had nothing to do with my location, IP address, system, device, browser, internet connection etc. There was something in either the settings or the script that must have created this issue.
    It would be my preference to continue using the GMCKS_Pranic account. I don’t mind if the Sabrina.mahboobani account is deleted.
    Please advise if this can be done. And please also advise why I can’t access the thread in the forum directly.
    Thank you for all your time and efforts. I am very grateful.
    Kind regards,
    Sabrina
    ...
  • Profile Image
    Gaetan_B
    Answered on February 07, 2021 at 08:53 AM

    Hello,

    I will ask our backend team if they have an update regarding your account GMCKS_Pranic.

    Thank you for your patience.

  • Profile Image
    Mike_G
    Answered on February 07, 2021 at 12:36 PM

    I would like to apologize for any inconvenience if this ticket was set as "Private". I have masked the email address that you've been sharing on this ticket and set it again as "Public" — you should be able to access the ticket again.

    As for your concern, I am sorry if I forgot to mention that the email address you prefer on using for your account, i**fo@g**ks.com.ng is associated with another account (GMCKSPranic), not the GMCKS_Pranic.

    The GMCKSPranic account doesn't have any forms under it that are why you are not seeing any forms when you login using your work email address (i**fo@g**ks.com.ng).

    On the other hand, the GMCKS_Pranic account (which has 3 forms) is linked to a different email address — 1*@g**ks.com.ng.

    If you prefer on using the i**fo@g**ks.com.ng email address for your Jotform account, you can use the GMCKSPranic account instead.

    However, if you would still prefer on using the GMCKS_Pranic account because of the forms under it, the issue with that account has already been escalated to our developers and we will be updating you right away on this ticket if we receive any news about it.

  • Profile Image
    aydan
    Answered on February 12, 2021 at 07:04 AM

    Hello,

    First of all sorry for the inconvenience. Accessibility issue is caused by a problem affecting users from Nigeria and it should be resolved now. Please check again and let us know.

    For the other issue that you are experiencing, I see that both accounts are accessible right now. You can try resetting password for your old account in order to access it again.

    Please let us know if you need any further assistance.

    Regards,

    Aydan Gurpinar