Chinese client cannot access Jotform embedded in my membership site.

  • Profile Image
    morganarae
    Asked on November 05, 2021 at 05:53 PM

    My Chinese client cannot access Jotform embedded in my membership site. I've attached the screen shot she sent me.

    The page with the link to jotform is behind a paywall. You will not have access to that page.

    Screenshot
  • Profile Image
    roneet
    Answered on November 05, 2021 at 09:29 PM

    Could you please try any of the domains found here followed by the form ID.

    Please note that due to China's internet censorship it blocks some of the websites which the form runs.

    Unfortunately, the only workaround would be for your users to use VPN in accessing the form.

    Hope this information helps.

  • Profile Image
    morganarae
    Answered on November 08, 2021 at 04:04 PM

    The new urls work for accessing the forms, but now she gets an error message when she hits the submit button. 1636405458_618990d2c5eb4_Screen Shot 202

  • Profile Image
    Jovanne_A
    Answered on November 08, 2021 at 04:38 PM

    Hi,

    Have you tried using VPN to access and submit the form as Roneet suggested?

    It appears that you cannot submit your form due to China's restrictions on some websites.

    Please let us know so we can check.

    Thank you.

  • Profile Image
    morganarae
    Answered on November 08, 2021 at 05:23 PM

    Yes, the client is using a VPN and has been from the beginning.

    Thank you for checking.


  • Profile Image
    Sonnyfer
    Answered on November 08, 2021 at 06:02 PM

    Thanks for the additional information. As your client is already using VPN, please try asking him to change it to another country and then submit your form again. I also cleared your form cache as a precaution.

    Let us know how it goes.

  • Profile Image
    morganarae
    Answered on November 09, 2021 at 10:15 AM

    Feedback from client:


    Hi, thanks for the feedback, I have tried to click the link "Personal Intentions Survey" of course "Money Magnet Rapid Transformation Breakthrough Program", but the problem is still the same, the form-application-page didn't even load once i clicked it. and my vpn works as I can access to youtube.com well. 



  • Profile Image
    Patrick_R
    Answered on November 09, 2021 at 10:59 AM

    Hi there,

    It seems you too are accessing the site from China using the VPN. Are you able to replicate the issue at your end or is it just one user who is facing this problem?

    Also, this error is actually a connection issue; the request isn't reaching Jotform servers.

    Awaiting your response.

    Thank you!

  • Profile Image
    morganarae
    Answered on November 09, 2021 at 11:03 AM

    Just this user. I can access the form as can other users.

    She has no trouble accessing YouTube and other Chinese-restricted sites. It's only the jotform servers that are not accessible, even with her VPN. She was able to fill out the form with the new URLs, but the submit button didn't work. And it appears her inability to access and submit the form prevents her from progressing to the next module.

    I'm coaching clients in China now (huge market, obviously), so it's important to make sure this works for VPN users there.


  • Profile Image
    Marco_S
    Answered on November 09, 2021 at 11:58 AM

    Hello there,

    It may depend on the VPN vendor she's using.

    You might suggest her to try a different VPN, and test again. We have many customers in China that regularly access and fill out our forms, so the issue seems limited to your client.

    You might also try to add the Continue Forms Later feature on your form, and ask your client to save the form instead of submitting it. Then let her send you the shareable link she gets upon saving.

    You should then be able to open her submission and submit it on your end.


    Let us know if you need any further assistance,

    Regards

  • Profile Image
    morganarae
    Answered on November 12, 2021 at 02:39 PM

    Can you recommend specific VPNs so my client doesn't waste her money?

  • Profile Image
    Basil_A
    Answered on November 12, 2021 at 03:18 PM

    Hi,

    Unfortunately, we don't have any specific recommendations.

    Please let us know if you have any further questions.

  • Profile Image
    morganarae
    Answered on November 12, 2021 at 03:42 PM

    You never resolved the first question.

  • Profile Image
    Jovanne_A
    Answered on November 12, 2021 at 04:19 PM

    Hi,

    Can you please try replacing jotform.com in the URL to one of the following domains to see if that helps?

    jotform.us

    jotform.ca

    jotformeu.com

    jotform.me

    myjotform.com

    jotformz.com

    jotform.co

    jotformpro.com

    Please make sure that the VPN of the user is running while testing this alternative.

    Please give it a go and let us know if the problem still persists.

    Thank you.

  • Profile Image
    morganarae
    Answered on November 12, 2021 at 04:55 PM

    We already did this. She was able to access the forms with these URLs with her VPN running, but she was not able to submit the forms while her VPN was running.

  • Profile Image
    Lars_L
    Answered on November 12, 2021 at 05:47 PM

    Hello,

    There's two things I'd like to try. The first one would be what my colleague mentioned earlier, which is to enable Save & Continue Later. To see if your client is able to save the form before submitting, and then could send you the shareable link for their submission so that you can submit it.

    The second thing, which is a long shot, but could be worth trying. You could try changing the Thank You page to redirect to on of your own URLs instead of sending the users to submit.jotform.us after submitting. Data would still have to be sent to Jotform when clicking the Submit button, so it might still get stuck trying to do that.

    Best regards,
    Lars

  • Profile Image
    morganarae
    Answered on November 12, 2021 at 06:45 PM

    Thank you! I'll try those ideas.